Roy Stiles Email and Phone Number

Ensure Oracle Service is ready to support customers at product release and through end of service life for SPARC platforms. Give the "go" "no go" on new product releases, based on service readiness. Lead the global cross-functional service team that is responsible for delivering service to customers and ensuring the best level of service is maintained. Service Product Team representative collaborating with Engineering, Marketing, Operations, Product Management, Service Logistics, Repair Managers & more to ensure systems are designed, manufactured and sold in a way that enables Service to be successful supporting customers.

Continuation of Sun Microsystem's Senior Staff engineer position after acquisition

Oracle's Customer Support Organization's global product lead for various SPARC Platforms. Improved customer satisfaction by leading global process improvement efforts across all hardware support organizations (SPARC, x86, Disk and Tape). Drove resolution of critical customer and product issues by collaborating across organizations (Engineering, Operations, Logistics, Product Marketing, etc.) and reported status to executives at monthly Product Quality Management Team meetings.

Deployed in Australia, Japan and North, South and Central America to resolve and manage customers and technical issues for the highest escalated issues in these geographies. Mediated issues between sales, service, vendors, 3rd party service providers, and customers from system admins to data center management and senior executives. These fortune 500 customer’s issues were often escalated to the CEO’s offices of both companies, direct communication with executives reporting to the CEO's on action plans and progress.

Deployed throughout the northeastern US area to resolve and help manage customers for the highest escalated issues in the northeast area.

Deployed to customer sites to resolve the most elusive Solaris and application software issues in the central New Jersey area.

Advanced from beginning UNIX administrator to senior administrator & performance analyst, including mentoring and managing junior administrators and operators.