Graphic Interface for WebIV
Graphic interface for WebIV (GIV) is an easy-to-use interface for WebIV, a Web tool used by Oracle Support for customer support research related to identifying development bugs or known issues. Most customer support issues are well-documented, and a research is typically the first step when looking for solutions. GIV helps Oracle Support team members by generating results faster and facilitating the documentation of research findings.
Senior Technical Support Engineer
Location: Chile
Project: GIV - Graphic Interface for WebIV
Q: What makes Oracle GIV innovative?
A: Support is one of the primary services provided by Oracle to its customers, so improving the quality and reducing support time definitely enhances customer satisfaction and directly benefits our company. One of Oracle Support's main Web tools is WebIV, which we use for doing customer support research. However, WebIV's main interface was not very user-friendly and caused support engineers to waste time. In addition, users were required to document research results in service request tickets using a rigid format. GIV was written from scratch with the idea of making it easier and faster to do research. So far, users love this tool.
Q: How do you define innovation?
A: I use a phrase at least once a week, "Everything could work better, no matter what it is." Innovation is the way to make things different and to obtain positive results. In order to innovate, people must be dedicated. Ideas are not enough if we don't have someone to implement the ideas and motivate others to join in.
Q: Why do you think innovation is important?
A: Without innovation, our world would not gain advantages from technology or medicine that come from people continually looking to improve processes, save time, or maximize resources. An innovative company contributes to growing the business, New and visionary products are the key to success.
Q: How do you think Oracle's innovative culture helps our customers?
A: Customers are always looking for solutions to improve their business processes. Oracle makes a contribution by providing the most exciting and innovative products to meet customer needs. Oracle's innovative culture benefits employees, too, because employees are encouraged to have open minds and discover new things. They receive support internally and ultimately deliver innovative products for Oracle customers.
Q: What innovative technology are you excited about right now?
A: Grid computing and operating system virtualization
Q: What's the most innovative project or product you've ever worked on?
A: One of the most innovative projects that I worked on was with the non-profit organization One Laptop Per Child (OLPC), which has the goal of providing every disadvantaged child in Third World nations with a laptop. I contributed to the project for two years by building tools for performance analysis, end-user software, and toolkit components for the graphical interface. I've always been attracted to social service projects, and education in particular. OLPC was an exciting project because it combined all my interests: education, social service, and doing software development with open source software.
Q: Who in the broader world—in world history—do you think of as the most innovative person?
A: Albert Einstein revolutionized science by bringing the world new theories and paradoxes. He was innovative because he was very dedicated and ignored rules to reach his goals.
Q: What non-Oracle technology are you excited about right now?
A: The GNU/Linux operating system is one of the best products around right now. It's built by people around the world who are looking for innovative ways to freely share knowledge.
|
Printer View