Service Focus Information To submit or review a Service Focus Statement or to learn more about the Service Focus Team, click on one of the following links: Service Focus Statement Form Bylaws of PARTNERS User Group Service Focus Team Articles Service Focus Team Survey Service Focus Team The Service Focus Team is a committee of the PARTNERS User Group that works closely with NCR on issues related to support services and other areas that fall beyond the scope of product enhancements. Members represent the concerns of NCR customers by serving as catalysts for service improvements, providing ongoing feedback to NCR and the PARTNERS Steering Committee. 2005 Service Focus Team Service Focus Statement Teradata customers can request additional support by submitting a Service Focus Statement. The Service Focus Team either approves or rejects the submitted statement, based on whether or not the Service Focus Team can help the customer. If the Service Focus Team accepts a Service Focus Statement, the team works with the customer to resolve the critical issues. Charter To serve as a conduit to NCR regarding service-related issues for NCR customers by seeking objective solutions to their concerns. Scope The scope of the SFT's responsibilities are service-related areas that include, but may not be limited to, the following: Local/Remote Support, Hardware/Software Quality, Professional Services, Product Management, Sales Support, Customer Training, Documentation, Product Ordering, and other areas deemed appropriate by the PARTNERS Steering Committee. Responsibilities Identify service issues or gaps in processes that affect customer services and support Distinguish between issues that are global in nature and those specific to an account or region Escalate customer-specific problems and issues when appropriate Represent the concerns of NCR Data Warehousing customers Contact Erin Redshaw Email: Erin.Redshaw@rbc.com Kyle Prescott Email: kprescott@unumprovident.com Jean Cline Email: JC151016@ncr.com Service Focus Team Members Erin Redshaw, Chairperson Technical Specialist Royal Bank of Canada Erin Redshaw is a Teradata DBA at the Royal Bank of Canada, and has worked with Teradata since 1999. Erin currently supports the Enterprise Data Warehouse and several Teradata applications and datamarts with physical database design, maintenance, performance tuning, and capacity planning. The Royal Bank of Canada has Canada's largest data warehouse across multiple divisions, and continues to grow. Teradata is fundamental to the bank's award-winning Customer Relationship Management program, business intelligence application development, and enterprise-wide information and reporting applications as well as many other aspects of insurance, personal and commercial banking. Erin is a Teradata Certified Master. Kyle Prescott, Vice-Chairperson Database Administrator UnumProvident Corporation Kyle Prescott currently serves as a Database Administrator in UnumProvident's Data Strategies organization. Kyle has in excess of 15 years of experience in IT and has been working with Teradata systems since joining UnumProvident in 1999. His primary responsibilities include capacity planning, performance monitoring/tuning, database/system administration, and integration of UnumProvident's Enterprise Data Warehouse. Prior to joining UnumProvident, Kyle was responsible for development and management for other large relational databases as an Advanced Systems Engineer at Electronic Data Systems in Plano, Texas. Kyle joined the Service Focus Team in 2000 and is a Teradata Certified Master. Mark L. Andrews System Specialist, EDW Federated Systems Group Mark Andrews has been a Teradata DBA and System Administrator since 1992. He has worked at several large customer sites in the Atlanta area, and on numerous data warehouses from DBC 1012's to current configurations. He is currently the Teradata Systems Administrator for Federated Systems Group's Enterprise Data Warehouse. Mark was a founding member of the Service Focus Team in the early 90's, and has served as Vice Chairman and Chairman of this committee. Mark is also a Teradata Certified Master. Back to Top David Belcher Team Leader, Teradata DBAs British Airways David Belcher joined BA in 1989 as a PL/1 programmer working with IMS and DB2. In 1992, he joined the central DBA team and worked on IMS and DB2 before being trained in Teradata in 1994 and Oracle in 1999. He has spent the last six years as the main Teradata DBA and is involved with Teradata upgrade projects, security design, change management, and performance work, as well as being the main technical liaison with Teradata. Theron Bone Teradata Technical Lead The Boeing Company Theron Bone has been working with Teradata systems since 1995. He is currently assigned as a Systems Administrator and Technical Lead supporting Boeing's Teradata data warehouse systems. He is responsible for database and OS administration, capacity planning, systems integration, problem management, and performance management. He also works closely with several Boeing groups that are currently implementing new data warehouse solutions. Bone has more than 25 years experience in Information Technology. His background includes 15 years experience as a Programmer Analyst and Project Manager supporting Boeing's engineering and scientific computing systems. Bone joined the Service Focus Team in April 1999. Back to Top Allen Czajkowski Supervisor Database Administration Ford Motor Credit Company Allen Czajkowski is the Data Warehousing Database Administration Supervisor. He has worked in IT since 1975 and involved in data warehousing in its current context since 1996. Czajkowski has been responsible for the DBA support and development of all Ford Credit data warehouse applications since the warehouse's inception. The Ford Credit system now supports more than 6000 users and has more than 3000 tables making up the enterprise data warehouse and supporting data marts. Prior to his current duties, Czajkowski worked in many areas of IT including Research & Development and all areas of system design and development. Prior to joining Ford Credit, he held IT assignments in the healthcare, insurance, marketing, and engineering industries. He joined the SFT in January 2000. Andy Hughes UNIX Administration HCA Information Technology & Services Andy Hughes has been with HCA since 1999 working as a Teradata DBA and then as a Systems Administrator for the Enterprise Data Warehouse. He has been in Information Technology more than 30 years as an application developer, DBA and a System Administrator. He has been working with Teradata since 1996 and has been a team member on a successful Teradata Enterprise Data Warehouse system implementation in two different companies. Thomas Klamt Teradata DBA, Enterprise Data Warehouse Union Pacific Railroad Thomas Klamt has been working with Teradata systems since 1992. Klamt helps develop new end user solutions, as well as adding new data sources to the data warehouse. He is also responsible for performance monitoring, SQL tuning, and other customer support duties. During the last 28 years, he has worked with IBM mainframe DBMS, IMS, and DB2, in an OLTP environment. Recent activities include constructing near real-time data replication from a DB2 OLTP platform. At Union Pacific, he helped with several expansions of the Teradata systems from a 110 GB NCR3600 to a 5TB NCR5380 with more than 3,000 users, with an upgrade to V2R5 just completed. Klamt has a bachelor's degree in mathematics, has achieved Teradata Certified Master (V2R5) status, and has earned professional designations in the insurance industry. Back to Top Thomas Leichtweiss Database & Middleware Management Vodafone D2 GmbH Thomas Leichtweiss is leading the MIS support team at Vodafone Germany. His team is responsible for the operation of Vodafone D2's Teradata database systems and business intelligence tools. He joined Vodafone D2 (at that time Mannesmann Mobilfunk) in 1994 and has been working with Teradata since 1995, when Vodafone D2 started its first data warehouse project. Thomas is a member of the Teradata Partners Service Focus Team since 1997. Back to Top Shelley Perrior Team Leader, IRM Hudson's Bay Company Shelley Perrior is the Teradata team lead for the Hudson's Bay company, Canada's oldest and largest retailer. She has been a DBA for 16 years, working with Teradata since 1998 and has been instrumental in the implementation of both the data warehouse BI solution and the real time fraud control application. She is a certified V2R5 Teradata Master. Kiki Sanchez Data Warehouse Group Continental Airlines Kiki Sanchez has been working with Teradata since 1998. During that time, he has been instrumental in the development and growth of the award-winning Enterprise Data Warehouse (EDW) at Continental Airlines. Continental's EDW supports strategic and tactical queries as well as various real-time loads/ADW applications. His responsibilities include performance and space management, security, Metadata website, and Backup/Recovery. He is a Teradata Certified Master in V2R5 and joined the Service Focus Team in 2004. Steve Savoye Database Administrator Blue Cross Blue Shield of North Carolina Steve Savoye currently serves as a Database Administrator in Blue Cross Blue Shield of North Carolina's Database Administration group. Steve has over 15 years of experience in IT and has been working with Teradata systems since their Oracle to Teradata migration in 2002. His primary responsibilities include performance monitoring and tuning, database administration, capacity planning, and project integration for their Corporate Data Warehouse. Prior to joining BCBSNC, Steve assumed several roles in programming, management and Database Administration at AT&T in New Jersey. Steve joined the Service Focus Team in 2005 and is a Teradata Certified Master. John Vernon Manager, Business Intelligence Lowe's Companies, Inc. John Vernon is the Manager of the Business Intelligence team for Lowe’s Companies Inc. John has over 20 years experience in the I.T. industry. Bruce Watterson Senior Systems Manager SBC Services, Inc. Bruce Watterson has 13 years experience in system administration and currently is the Operations Team Lead for the System Administration Team that supports the Enterprise Data Warehouse (EDW) at SBC Services, Inc. Watterson has supported the EDW since its inception in May 1994 on a 2-amp 3600 to the current 128-Terabyte 5200 system. He has been involved with most aspects of the EDW including hardware/software planning, acquisition, physical design, performance monitoring and tuning, capacity planning, and Unix security administration. Ren Jye Yu Database Administrator Dell Corporation Ren Jye has been with Dell for the past 5 years. During the first half of his career, he was a developer for Dell's Data Warehouse. He is currently a Teradata Database Administrator. His primary responsibilities include, but are not limited to, capacity planning, system performance management, SQL tuning, and project consultation. On the side, Ren Jye focuses on security management and exploring the many facets of Teradata's new features. Kirk Balingit Manager, Teradata Database Support Teradata, a division of NCR Kirk Balingit joined NCR in 1996 with a Bachelor of Science degree in Business Administration / Information Systems from San Diego State University. During his first three years with NCR, Kirk held technical positions with the Americas Remote Service Center providing system level support to Teradata Customers. Over the last six years, Kirk has taken his technical skills and product knowledge and applied them to management roles; first with the Americas Remote Service Center, then with the Teradata Global Support Center where he currently manages the team of Engineers that supports the Teradata Database software. Kirk is a Teradata Certified Professional (Teradata), a Certified Support Manager (Service & Support Professionals Association), and joined the Service Focus Team in April of 2005. Back to Top Jean Cline Program Manager, Teradata Customer Services Teradata, a division of NCR Jean Cline has more than 15 years of management experience in the online information publishing industry. Since joining NCR, she has led several Teradata Quality and Customer Services initiatives. Most recently, she led the Teradata Global Support Center SCP (Support Center Practices) Certification efforts. Cline has a bachelor of science degree in business administration and a master of science degree in education. Joanne Erceg America's ROM Teradata, a division of NCR Since coming to NCR from AT&T, Joanne Erceg has more than 10 years of experience supporting Teradata customers and partners. With a background in software development, professional services, communications, and platform support, she has worked in benchmarking and special projects, third-party vendor support, led the DBS Support Team in the former GSC, and presently provides support consultation on performance and Teradata best practices worldwide. She is also recognized for her work in workforce diversity management at NCR. Back to Top Douglas Irion Senior Engineering Development Manager Teradata, a division of NCR Douglas Irion is a Senior Engineering Development manager for Teradata. Doug has over 18 years experience with Teradata, working primary in engineering and support organizations, focusing on serviceability aspects of Teradata Systems since he joined in 1987. His primary responsibilities include managing, designing and developing SOA architectures for proactive and autonomic support of Teradata Enterprise Systems. Doug joined the Service Focus Team in 2003. Tony Nevarez Director, Service Product Management Teradata, a division of NCR Tony Nevarez is the Director of Services Product Management responsible for all serviceability aspects of all current and future Teradata HW and SW products. Nevarez has been in this role since July 2001, and has been with NCR for 19 years and working with Teradata since before the Teradata NCR merger. During this time, his focus has been on product realization and development, where he has had various roles in development, performance assurance, and technical sales support. Nevarez has project-, product-, and program-managed several global programs from concept through discontinuation. Bruce Walters Director, Service Delivery Operations Teradata, a division of NCR Bruce Walters has been with NCR for 37 years, having started in Reno, Nevada, as a Field Engineer in 1966. He became involved in supporting NCR computers in 1968 and has been involved in that arena since that time. In the early 1990s, he became involved in the Teradata support organization as manager of one of NCR's communications support teams. Since then, he has managed various support teams in the Teradata GSC and is currently Director of Service Delivery Operations for the Americas field support organization. Back to Top HOME CONTACT US PRIVACY LEGAL REFUND POLICY SITE MAP