Vlad Serbanescu

As a member of the Support organization, my focus is to organize and plan Engineered Systems upgrade, patching and support solutions to the Oracle customer base while serving as an advocate for customer needs. This involves planning, scheduling and performing Oracle Engineered Systems released patches including Oracle RDBMS and ASM as well as Oracle Enterprise Linux systems. Working with a primary point of contact for customers, I am responsible for facilitating customer upgrades and patching within the customer requested time frames. I collaborate intensively with customers to get the quarterly patching of their systems scheduled, taking into consideration the specific requirements for the customer’s business and their systems making sure that all Platinum systems I am responsible for are on certified software levels. I provide comprehensive 7X24 patching, upgrades, and management service on Engineered Systems customer environments to improve availability and performance. The Patch Coordinator needs to understand the customer’s system and database architecture and operations, and to provide accurate and timely planning for system and database patching and upgrade tasks. The Patch Coordinator needs to have excellent customer service experience, excellent written and oral communication skills, structured organization skills and a thorough knowledge of IT concepts, strategies and methodologies as well as practices in order to give a “high-touch” support to Platinum customers and ensure a smooth service experience for them. - This is being accomplished by: - serving as the primary contact for all customer issues - training customers in the effective use of Oracle support - having a good understanding of Oracle RAC, ASM, RMAN and Dataguard. - managing the delivery of essential services and assessments

As a member of the GSO – Customer and Territory team, I was responsible for providing thorough and relevant high quality support service and professional expertise to the Oracle Global Sales Community during the entire sales cycle to help the business move forward along with the following responsibilities: - FUSION support for Sales and Presales: working with the sales and presales across the region and tacking their FUSION support requirements: daily user’s issues, systems trainings, problems solving, etc. - FUSION setups and forecasting support. - Opportunities support and troubleshooting. - Pipeline movement and pipeline data quality. - Maintain correct territories and hierarchies through the year and accommodate any changes in the sales and presales structures. - Investigate and rectify correct Territory setups for Sales Credit Allocation. - Act As and territory membership approvals. - Fusion access for the Business Operations managers. - Gain an understanding of the business priorities and challenges of the sales reps and managers. - Participate in the testing of the new applications - I have participated in the testing of Fusion's Release 7 before it has been implemented into Production. - Manage sales account hierarchy changes. - Act as a bridge between the sales team and various other supporting functions (Incentive Compensation, Deal Management, Order Management, etc.).

As a member of the Pipeline Data Quality team (PDQ) I have worked with Oracle’s Fusion CRM and had the responsibility to correct the data inserted by the sales representatives in the system in order for them to submit accurate forecasts and have the sales credit correctly assigned for their compensation calculation. My main responsibilities were: - Pipeline movement and pipeline data quality - Opportunities support and troubleshooting - Meet the GSO's support KPIs and targets and communicate the activity metrics to management. - Review and correct all opportunities from our OXO/SI PDQ dashboard. - Review and correct all opportunities indicated to us by our colleagues from Fusion Support. - Submit weekly reports to the Territory Administrators of each country with the unassigned and untagged accounts from each country. - Submit weekly progress reports for myself and the rest of the team.