Teradata Service Focus Team (SFT)

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Service Focus Team (SFT)


The SFT is a committee that works closely with Teradata on issues related to support services and other areas that fall beyond the scope of product enhancements. Members represent the concerns of Teradata customers by serving as catalysts for service improvements, providing ongoing feedback to Teradata and the Teradata Analytics Universe Steering Committee.
Charter and Scope The charter of the SFT is to serve as a conduit to Teradata regarding service-related issues for Teradata customers by seeking objective solutions to their concerns.

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 Teradata Analytics Universe Steering Committee.
Responsibilities Identify service issues or gaps in processes affecting customer services and support.
Distinguish between issues global in nature and those specific to an account or region.
Escalate customer-specific problems and issues when appropriate.
Represent the concerns of Teradata data warehousing customers.
 

If you are interested in becoming a member, please complete the Service Focus Team membership form and return to the contact person indicated on the form. Thank you.

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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.

Service Focus Team Members


AUSTIN WILSON | Senior Teradata Database Administrator | HCA Healthcare
Austin Wilson is a Senior Teradata DBA at Hospital Corporation of America (HCA) with 7 years of experience on the Enterprise Data Management Team. His team supports workload management, DR & BAR solutions, and capacity planning, while serving users of all tools and platforms that interface with Teradata including pilots of new technologies. Austin’s main focuses within his DBA team currently include supporting and tracking progress of business-critical service level agreements and automating and notifying on code optimization opportunities.

VINOD GANESAN | Senior Manager, Teradata Engineering | PayPal
Vinod currently leads Teradata platform engineering team at PayPal. Vinod has over 22 years’ experience in Data warehousing and database technologies. Vinod's focus and areas of interest are driving efficiency and management of large data platforms, improving platform usability and experience for customers.
 
MALCOLM RAUSCH | Associate Director | Verizon
Malcolm Rausch has been with Verizon and its affiliates since 1995. He currently has the responsibility of managing the Business Intelligence infrastructure teams. He has managed the Teradata team since 2004 and the Big Data team since 2013. His team supports all hardware environments for Teradata and Big Data for Verizon. His team's roles include capacity planning, system placement, hardware and software upgrades, performance monitoring and tuning, and backup and recovery.
 
BRUCE WATTERSON | VP, Teradata Operations Engineer | Bank of America
Bruce Watterson has over 23 years of experience supporting Teradata systems and currently is VP; Teradata Operations Engineer for Bank of America. Bruce has supported Teradata systems ranging from a 2 amp 3600 to the current IntelliFlex systems. He is responsible for all aspects of the infrastructure including PCI compliance, capacity planning, systems integration, problem management, and performance management. Bruce has been a member of the Service Focus Team for 2 terms including serving as the Chairperson of the team.

MARK ANDREWS, VICE - CHAIRPERSON | Database Administrator | Wells Fargo
Mark Andrews has an extensive background in supporting Teradata systems from the original DBC1012 to the Enterprise classes and Appliances of today. Over the years, he has worked at several major corporations including Coke, Delta, Macy’s, and currently Wells Fargo as a Database and System Administrator. He supported Aster systems since 2012 and most recently began work on the new Teradata Vantage platforms.

AHMED AMIN | Data Warehouse Specialist | Royal Bank of Canada
Ahmed Amin is the Lead Teradata Platform Database Administrator at Royal Bank of Canada. He has over 10 years of experience supporting complex database and data warehouse platforms with a proven record of implementing and supporting performance, data replication, data mover, BAR technologies and infrastructural setup of analytics systems. His prior experience includes working with financial, telecommunication and healthcare industries around the globe.
 
PHILIP FOUTTY | Database Engineer Executive Advisor | Anthem, Inc.
Philip Foutty is the Teradata DBA Team Lead at Anthem, Inc. and has worked at Anthem for 13 years. Phil focuses mainly on System Performance, Workload Management, Viewpoint Administration, Capacity Planning and Cloud Technologies. Phil has been working with Teradata and Data Warehousing for over 16 years and is a Certified Teradata 14 Master. Phil has a bachelor’s degree in Computer Information System with a specialization in Database Management and a master’s degree in Information Systems Management.

GERI GILREATH | Principal Technology Engineer | Norfolk Southern 
Gilreath has worked on Teradata Data Warehouse systems for over 19 years and is the Teradata DBA Team Lead at Norfolk Southern.  Her responsibilities include managing all phases (sizing, budgeting, procurement, project management) of Teradata hardware and software implementations and upgrades.  Gilreath leads a team of DBAs supporting the entire Teradata suite - Database, QueryGrid, Data Mover, Viewpoint, Axeda, and DSA BAR.  She is also part of the Hadoop administration team responsible for supporting multiple HDP and HDF machine learning clusters. 
 
ALICIA SASSER | Manager Teradata Database Administration and Operational Support | Delta Air Lines
Alicia Sasser is Manager of Teradata Database Administration and Operational Support at Delta Air Lines. She is responsible for the day to day operations and the strategic vision of the Teradata ecosystem. She has 18 years of Teradata experience, including roles as Database Administrator, Data Architect, and Development Lead across a variety of industries. Prior to her role at Delta, Alicia spent 10 years as the Principal Database Administrator and Field Data Architect at Airlines Reporting Corporation.

CHUCK EHRSTINE, CHAIRPERSON | Consulting Database Administrator/DBA Team Lead | LexisNexis
Chuck Ehrstine has been with LexisNexis for 22 years, and previously worked at General Electric for 10 years prior to that. Chuck’s responsibilities include managing the Teradata infrastructure, performance, workload management, BAR environment and Tools and utilities. He has been a Teradata Certified Master since 2002.

DANIEL R. SKIDMORE | Senior Director of DataOps | Overstock.com
Daniel is an IT operation professional with 18 years of IT experience and over 12 years working with data operations in the online retail industry. He currently manages an industry-leading DataOps team responsible for the EDW, data lake, and analytics environments which comprise the core corporate data foundation for reporting, analytics and data scientists at Overstock.com.
Team responsibilities include data platform roadmap and maintenance, job scheduling, development, platform and application engineering, query optimization, workload management, training, and documentation. 
Additionally, he acts as a subject matter expert in infrastructure and architecture strategy and ensures processes, procedures, systems and staff are in alignment with overall company and IT organization goals and vision. Daniel has an advanced understanding of industry operation best practices for BI, data warehousing, and big data including data science discovery initiatives, data modeling and overall data engineering and architecture activities.

PAT HALPIN | Manager | Allied Irish Bank (AIB)
Pat Halpin has worked in AIB since 1994 and is currently the Head of Data Systems for AIB, the Data Systems team supports a portfolio of applications that includes Ab Initio, OpenText, SharePoint, all the Finance reporting applications and Teradata (underpinning AIB’s Enterprise Data Warehouse).  Pat has worked with Teradata since 2013 and is responsible for AIB’s Teradata Ecosystem and the relationship with Teradata.  Pat has a degree in Financial Information Systems.
 
KEVIN J. LEWIS - Advisor | Senior Director, Customer Support & Services Product Management | Teradata
Kevin J Lewis is a Senior Director of Product Management for Teradata Analytic Customer Support & Services. Kevin has a demonstrated history of working in the information technology and services industry. Skilled in Enterprise & Open Source Software, Sales, Support, Pricing, Marketing, Enterprise Architecture, Customer Relationship Management (CRM), Cloud, Analytics and Databases. Strong administrative and operational professional with degrees in Financial/Accounting, Digital Electronics and a Bachelor of Applied Science (B.A.Sc.) focused in Computer Science.

AUDRA TURNER – Executive Liasion | Product Manager | Customer Support & Services
Audra Turner is the Executive Liaison for the Service Focus Team and Services Product Manager supporting Teradata’s existing platforms and applications. Prior to joining Teradata, she was a Program Manager at Northrop Grumman working on one of Global Hawk’s Payload Modernization Programs. More recently, she managed a combined development and retrofit portfolio estimating approximately at $90M. Mrs. Turner established a cross sector summit to promote teaming between NGAS and NGMS, while leveraging expertise from both sectors to improve product quality, customer satisfaction, and win future competition of next generation SIGINT payload.  Audra has more than 8 years’ experience in Program/Project Management and an MBA.
 
KEVIN MCWETHY | Sr. Director of Engineering | Teradata Analytical Ecosystem Product Development Organization
Kevin started working with Teradata in 1994, where he worked on platform hardware.
Since then, he has held management positions in Program & Product Management, Teradata Tools and Utilities (ETL tools, drivers, mainframe connectivity), and Teradata Enabling Solutions (Data Mover, Data Stream Architecture). Kevin currently manages the development of Client products including Teradata Tools and Utilities, IDEs, Teradata® Viewpoint, and Teradata Server Management. Kevin has a master’s degree in Electrical Engineering from Northwestern University.

GUILIAN WANG | Director of Software Engineering | Analytics Ecosystem, Global Support Organization
Computer Science PhD. Engineering Director at Teradata, leading Customer Support Artificial Intelligence development and operations, and leading global support for emerging technologies including Cloud, Vantage Analytics Platform, Analytical Ecosystem, and Analytical Applications. Author and inventor with focus on data integration and analytics. 20+ years of experience in research and development at Chinese Academy of Sciences, San Diego Supercomputer Center, Intuit and Teradata, such as created models using machine learning approaches for predicting chemicals' activities based on their structures, developed a software system for real-time monitoring and emergency response for dangerous chemicals,  led teams created Teradata QueryGrid from concept to being widely used for enabling big data analytics all over the world, awarded ‘Most Innovative Product of the Year’ 2015 by BizWorld, led teams created SAM (Service Analytics Machine) - transforming Teradata Customer Support from manual-reactive to auto-proactive using data intelligence.
 
KIMBERLY RAY | Senior Manager | Global Customer Experience
Kimberly Ray is the Senior Manager of Global Customer Experience within Teradata's Customer Support & Services organization. With over 25 years of experience in customer engagement, knowledge management, and organizational development, Kimberly is responsible for global customer experience strategy development and implementation, including self-service and knowledge with a focus on building an exceptional end-to-end customer journey. She is passionate about driving a seamless customer experience to allow Teradata to transform how businesses work and people live through the power of data. Kimberly holds certifications in KCS, Community Management, and Customer Experience with a bachelor’s degree in Communications from UC San Diego and a master’s degree in Organizational Development from the University of San Diego.

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