Proactive Support Champion

Customers
Partners

Thomas Lucas, CIO, Sherwin-Williams

Thomas Lucas is an advocate for proactive support tools that can benefit Sherwin-Williams. He has sought out Oracle tools and encouraged his team to explore the feasibility of deployment. Sherwin-Williams currently has numerous proactive tools in place, including Database and EBS Healthchecks, Flashback, Period End Close Advisor, MOS Alerts, and also uses My Oracle Support communities. Lucas’s directive to get the members of his support organization through the MOS accreditation process is well underway, with one-third having completed MOS Level 1 Accreditation. Sherwin-Williams enjoys 100 percent Platinum adoption for all eligible systems, which has resulted in a more stable and higher performing systems environment.

Proactive Support Champion

Alberto Chiesa, Director of Data Center and Operations Support, Telecom Italia

When Telecom Italia started the ASR &ORI campaign, Chiesa embraced the concept and pushed the organization to adhere to it. He saw the value to his department’s daily work and promoted the initiative to other departments with whom his team collaborated. He also set specific targets for his team related to ASR and ORI adoption. He also pushed for Platinum adoption and led workshops on proactive tools such as OSI, ASR, and Accreditation.

Proactive Support Champion

Raqmiyat

Raqmiyat delivered value to their customers by using the three-pillar approach of prevention, resolution, and upgrade provided by Oracle Support:

Use health checks to improve system health and avoid problems
Provide tools that allow for faster detection and expedited solutions
Execute streamlined upgrades by using proven lifecycle advisors and patch and upgrade plans functionality
Error-free implementation best practices
Health and patch recommendations and validation
Up to 40 percent faster problem resolution
Faster detection and resolution using auto service request

Proactive Support Champion

Mark Decker, Senior Manager, Nissan North America

One of Mark Decker’s key initiatives was the introduction of alerts and automated health-checkup mechanism. His team has implemented 10 such alerts, including batch sanity check report email automation, which has led to overall improvement. His team supports more than two million active customers, and the use of Oracle’s proactive tools has enabled the identification and resolution of root causes of issues.