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Oracle Excellence Awards—Winners
Proactive Support Champion

Proactive Support Champion

Hiroyuki Ishino
Proactive Support Champion—Executive Award

Hiroyuki Ishino is President and CEO of Ricoh IT Solutions Company, LTD., headquartered in Tokyo, Japan.

Recognized for leadership and innovation by:

  • Greatly increasing the reliability of their systems, as well as reducing downtimes and costs by following Oracle best practices, and using Oracle Configuration Manager and Oracle ORAchk.
  • Reviewing health checks after creating new database instances and applying patches. As they apply updates to more than 60 environments, these upgrades no longer experience known configuration issues.
  • Dramatically reducing the overall resolution time for critical issues, as Ricoh engineers resolve many issues themselves using proactive support tools.
  • Utilizing Oracle Support’s training and accreditation offerings has resulted in a dramatic increase in engineers’ technical skill level across product lines including Oracle Database, Oracle E-Business Suite and Oracle’s Hyperion systems.
  • Experiencing substantial cost savings and improved system stability due to their enhanced ability to proactively avoid or minimize issues.
Renata Fontana
Proactive Support Champion—Executive Award

Renata Fontana is the Group CIO for Grupo Arcor S.A., headquartered in Arroyito, Argentina.

Recognized for leadership and innovation by:

  • Proactively anticipating and avoiding service issues has been especially effective with mission critical systems with the use of Oracle Advanced Customer Services, Oracle Managed Cloud Services and Oracle best practices and the implementation of proactive tools for Oracle Database, such as remote diagnostic agent and trace file analyzers.
  • Increasing employee usage of the My Oracle Support knowledgebase and proactive services content across their Oracle product portfolio has greatly enhanced employee knowledge, skills and efficiency and allowed Grupo to optimize their use of Oracle products.
  • Improving time to resolution of issues significantly due to aggressive adoption of the Oracle Support accreditation program and utilization of Oracle service request best practices.
Jerry Ames
Proactive Support Champion—Individual Award

Jerry Ames, Finance Systems IT Director, Cummins Inc., headquartered in Columbus, Indiana.

Recognized for leadership and innovation by:

  • Achieving productivity improvements resulting in increased efficiency and cost reductions. For instance, the utilization of Oracle E-Business Suite analyzers resulted in a reduction of 30% in the mean-time to resolve issues.
  • Reducing the number of incidents by 55% with a reduction in support-related costs of 30% was possible because the remote diagnostic agent allowed multiple issues to be identified and addressed quickly and provided essential system information to be immediately available for upgrades, investigations and system monitoring of Oracle Applications and Oracle Database.
  • Greatly improving overall system performance and uptime, by leveraging proactive tools such as Oracle Enterprise Manager, Oracle Tuning Pack, My Oracle Support knowledgebase, and health reports to provide key information that facilitates proactive performance monitoring of applications, database, and hardware.
  • Implementing the early warning of potential performance issues as well as improvements in SQL performance were major factors in their overall incident and cost reductions.
  • Utilizing the automatic database diagnostic monitor and Oracle Enterprise Manager, over 99% of incidents are resolved within their service level agreement, including 100% of critical incidents.
  • Improving health check monitoring of Oracle Financials and Oracle’s Hyperion instances achieved near-zero issues during month-end.
Ravi Banda
Proactive Support Champion—Individual Award

Ravi Banda, Assistant General Manager, IT, for ICICI Bank Limited, headquartered in Mumbai, India.

Recognized for leadership and innovation by:

  • Utilizing Oracle Auto Service Request by 100% of ICICI Bank systems. A quarter of their service requests are logged automatically. This greatly improves efficiency and time to resolution with a corresponding reduction in costs and improvement in system reliability.
  • Leveraging the Oracle proactive analysis center to monitor the urgency and priority of patching different systems. Using this tool has resulted in improved availability and a reduction of unknown outages by 60% over the last two years.
  • Implementing Oracle recommended field change orders with proactive hardware replacements, ICICI Bank changed its average operational risk index from 190 to 98; reducing outages on specific servers by 76% over the last year.
  • Taking advantage of the Oracle Support accreditation program greatly increased the knowledge and effectiveness of employees.

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