Scott Jesse Email & Phone Number

Colorado Springs, Colorado, United States

United States

Global

With a wide array of customer environments on all major platforms, and a vast and constantly growing customer base, the RAC & ASM Support Team faces constant challenges in staying at the forefront of technology and constantly working to improve the support and service we provide to our customers. The customer base for these products include every household name imaginable, running mission-critical applications that are the engine of today's global economy. In a constantly evolving arena, we are constantly looking for ways to improve our service. The PAL’s overriding objective is to ensure the best customer experience possible for Oracle customers. To achieve this goal, as the PAL, I am responsible for all areas of support for a my product areas including but not limited to:-Hiring of technical engineers globally who are capable of providing top line support, while at the same time keeping costs under control by balancing high-cost and low-cost coverage.-Ensuring Global adherence to all processes, to ensure consistency and coverage 24x7x365.-Handling Executive Level Escalations, and following issues through to resolution.-Defining annual team objectives specific to our product area, and ensuring that the management team maintains focus on these objectives.-Setting direction on projects for improved product diagnosability, Service Request prevention, improvement of internal tools and other initiatives aimed at greater customer satisfaction and better efficiency in our delivery.-Partnering with Oracle Development teams internally to screen product defects, provide feedback to development on product improvements, identify critical issues for Patchset and PSU inclusion, improving rediscovery data for known code defects, and ensuring that development understands the customer experience on an ongoing basis.-Partnering with Oracle Sales teams to ensure that priority attention is given to situations where new revenue is at stake or existing revenue is at risk.

Colorado Springs, Colorado Area

Managing new team within Oracle Support called 'RAC Assurance' aimed at smoothing transition for new customers who are adopting RAC (Real Application Clusters).

Providing Technical Support to Oracle database customers. Areas of expertise included:Database AdministrationBackup and RecoveryClusteringDisaster Recovery (Standby/Dataguard)Performance TuningOperating System integrationDuties involved frontline as well as escalation support, with occasional on-site support.

Global

Co-Author of 3 Oracle Press Titles:"Oracle Database 11g Release 2 High Availability: Maximize Your Availability with Grid Infrastructure, RAC and Data Guard"Publisher: McGraw-Hill Companies; 1st edition (March 22, 2011) ISBN-10: 0071752080 ISBN-13: 978-0071752084 "Oracle Database 10g High Availability with RAC, Flashback and Data Guard"Publisher: McGraw-Hill Osborne Media; 1 edition (April 21, 2004) ISBN-10: 0072254289 ISBN-13: 978-0072254280"Oracle9i for Windows(R) 2000 Tips & Techniques "Publisher: McGraw-Hill Companies; 1st edition (December 7, 2001) ISBN-10: 0072194626 ISBN-13: 978-0072194623