David Russel Email & Phone Number

Austin, Texas, United States

Austin, Texas Area

Egypt

• EMEA ACS Competency leader for database security products.• To manage and resolve Customer Requests according to product main strategy and model.• Respond and resolve customer issues within Key Performance Indicator targets.• Maintain an up-to-date and in-depth knowledge of new products.• Ensure the timely completion of planned proactive tasks and Customer Requests.• Owning and resolving problems and managing customer expectations throughout the life cycle in accordance… Show more • EMEA ACS Competency leader for database security products.• To manage and resolve Customer Requests according to product main strategy and model.• Respond and resolve customer issues within Key Performance Indicator targets.• Maintain an up-to-date and in-depth knowledge of new products.• Ensure the timely completion of planned proactive tasks and Customer Requests.• Owning and resolving problems and managing customer expectations throughout the life cycle in accordance with global standards.• Maintaining product expertise in assigned cluster.• Performing Customer Environment assessments, including performance, backup and recovery, configuration, etc. And provide the suitable recommendation.• Handling Customer On site tasks, including new implementation, maintenance and disaster recovery. Show less

Managing and resolving service requests (SR) logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model.• Hands on experience with customers’ systems, the development and setup of customers’ environments for a thorough root cause analysis, through internal test cases.• Owning and resolving problems and managing customer expectations throughout the SR life cycle in accordance with global… Show more Managing and resolving service requests (SR) logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model.• Hands on experience with customers’ systems, the development and setup of customers’ environments for a thorough root cause analysis, through internal test cases.• Owning and resolving problems and managing customer expectations throughout the SR life cycle in accordance with global standards.• Maintaining product expertise in assigned cluster, and reducing escalations.• Working towards, adopting, and contributing to new processes and tools MOS, (Oracle Web Conference (OWC), diagnostic methodology, health checks, scripting tools, etc.).• Contributing to knowledge management content creation and maintenance.• Participating in root cause and corrective action (RC/CA) activities defined within one’s cluster.• Working with development on product improvement programs (testing, SRP, BETA programs, etc.) as required.• Operating within Oracle business processes and procedures.• Coached and trained new hires within the team.• Participated in multiple knowledge management projects, creating documents and training videos for customers.• Participated in multiple projects to help team mates adapt to the increased load of service requests over time.• Received multiple individual and team awards. Show less

Itil Foundation V3

Bachelor, Pharmaceutical Sciences