The World’s Largest Multi Vendor Support Community
For technologies to work together, the teams that support those technologies need to work together too. Originally established in 1993, TSANet was founded as a vendor neutral global support alliance where companies work together to support mutual customers more effectively. Membership doesn’t simply lower costs and assist with customer support – it improves your customer retention.
TSANet Chairperson - René, Director of Partner Management at VMware is responsible for managing the Support Partner Relationship Business globally on behalf of VMware’s Global Support Services Organization.
TSANet Vice Chairperson - Ted Williams, global support programs manager, Partnerships at Red Hat, is responsible for the strategic and operational success of Red Hat's partner support relationships and multi-vendor support program. As an open source company, Red Hat embraces collaboration in communities of customers, contributors, and partners, and Ted's passion and mission is to enable the support team to exemplify this collaboration when working with other vendors.
TSANet Secretary - As a Director for the Tech Support organization in the Americas, Jim is responsible for the Escalation team that provides the bridge between the customer and the Engineering resources to resolve the most complex and impactful cases.
TSANet Treasurer - Doug currently works at NetApp, where he is a senior manager within their Customer Support organization, focusing on solutions readiness. In this particular role, Doug is responsible for ensuring that not only the solutions (primarily multi-product/multi-vendor in nature) themselves are ready for release but also for making sure that the support model/processes selected for those solutions are ready as well.
Richard is currently a Director of Technical Support at Actian Corporation He is responsible for managing several database, data integration and off-shore technical support teams.
Uwe Schaefer is the Director Software, Rack & Tower Services Portfolio at Hewlett Packard Enterprise. Uwe has 20+ years of experience in a high-tech computer company working both in Europe and in the United States.
John Bunney is the Senior Director of Technical Services at Cisco Systems, Inc. He leads Technical Services for Cisco Data Center technologies and has been with Cisco for over 15 years.
Kenny Bunnell is the Director of Business Services and Support Operations at Symantec Corporation. He joined Symantec in 2011 and is currently responsible for leading Business Operations for the Global ESS organization.
Deepak Chawla has been the Vice President of Worldwide Support at Nutanix since 2013. In this capacity, he is responsible for setting up strategy to deliver accurate and timely solutions, building teams, interfacing with internal and external stakeholders, and managing critical situations.
Brittany is the Marketing Coordinator for TSANet and is responsible for implementation of the marketing plan. Her tasks include management of social media and the TSANet website, planning of events, coordinating news releases and other communications, and creating and managing campaigns. Brittany has been with TSANet since 2013.
Europe Focus Group
The objective of this group is to define common challenges for technical support organizations in Europe and work together on possible solutions. The group also provides input on reviewing and influencing TSANet’s strategy from a European perspective. If you are interested in joining this group please contact Rainer Zielonka @ firstname.lastname@example.org
Rainer Zielonka - TSANet
Rainer is the chairman of the TSANet EMEA focus group, an informal network of tech support executives, he represents TSANet in Europe to drive TSANet's regional business and membership growth. Rainer Zielonka, Senior Technical Consultant, has a long history as leader of technical support organizations with over 35 years of experience in the IT industry. As a former chairman he served on the TSANet Board for over ten years. In his role as chairman of the TSANet EMEA focus group, an informal network of tech support executives, he represents TSANet in Europe to drive TSANet's regional business and membership growth.
" I am thrilled to be part of the TSANet team" said Rainer. "The TSANet organization has a winning strategy, a highly talented team and a unique value proposition"
Fabrice Leste – Progress Software
Fabrice Leste is Sr Technical Support Manager for EMEA at Progress in Rotterdam (The Netherlands). Fabrice has 17 years experience in the IT/Support industry. Prior Progress, Fabrice was a Development engineer in France. He decided to expatriate in order to be exposed to multinational cultures. He started at Progress as Junior Technical Support engineer in 1999.
“Being part of the TSANet EMEA Focus group is an excellent opportunity to share best practices! We can learn so much from each other.” said Fabrice.
Alain Cadorette is an Expert Consultant. Alain has more than 25 years’ experience in Technical Support and Services. Prior to Progress Software, Alain had Senior Management position at Novell and IBM. Alain has been a Director on the Board of TSANet and continues today to advocate for EMEA memberships in the EMEA Focus group.
Rob Schoon – Software AG
Rob became part of the TSANet EMEA Focus group early 2014. He is quite excited to have the opportunity to be part of that group as it helps him understand common business challenges in the IT/Support industry. Rob has worked before with TSANet, between April 2005 and September 2007. He was Director of the Board of TSANet, representing webMethods at the time. In that role he has worked closely together with many of the people who are now still with TSANet. At Software AG he is active as Director Global Support, responsible for the support delivery and customer satisfaction results for the webMethods, IBO and Big Data Product Suites within the time zone EMEA. Together with a team of professional support managers he develops and leads regional teams in The Netherlands, Germany, Spain, England, Malaysia and Israel. Customer satisfaction and employee satisfaction are two of the main focus points for Rob.
Nick Broadbent – DataCore Software
Nick Broadbent is VP Global Support for DataCore Software. Nick has been in the IT Industry for over 30 years, the last 20 years have been with delivering Service Excellence. Nick Recognized a need for setting expectations and exceeding them very early on when IT Manager for British Aerospace’s Corporate HQ. Subsequently as EMEA Director at CSC he defined standards for Service Delivery to be used across Europe. In the mid 90’s Nick implemented architecture to deliver services to customers across the world using a Global Network including Exchange services, Security services, and IT support amongst others from Regional Hubs. In 2000 Nick joined DataCore Software, and used Service Excellence, Regional Hubs and exceeding expectations to implement the best support any company can deliver.
Tola Soyode – NetApp
Tola Soyode is a technical program manager responsible critical customer escalations at NetApp. As well as previously having a technical support management role at NetApp, he also had prior employment with Microsoft (Reading, UK) as a business application support manager. He is a Fellow of the Institute of Financial Accountants (United Kingdom) and the Institute of Public Accountants (Australia). He is based in Amsterdam, Netherlands.
Martin Klika - Red Hat
Martin Klika works at Red Hat EMEA Support Center as a Supervisor. Martin has 12 years experience in the technology support industry (notable being IBM, AT&T and Red Hat). Martin graduated from Brno University of Technology. He is based in Brno, Czech Republic. Click here if you are interested in more details.
Trevor Rodriguez - F5 Networks
Trevor Rodriguez is a Canadian (resident of the UK) veteran of the services industry spending the last 20 years working and living in Canada, Japan, APAC, Emerging Markets and EMEA/UK with companies such as Deloitte Consulting, Cisco Systems, British Telecom and currently, F5 Networks. His personal experience varies from Professional Services and Consulting, to Services Marketing, Services Operations, Service Sales, Services Logistics/RMA and Services Technical Support.
Trevor is currently Vice President EMEA Global Support Services – EMEA with an organization of approximately 130 engineering professionals across two sites in the UK and Poland and his professional passion is in the intersection between Technical HW/SW support and the Service Provider industry vertical.
Committees provide an opportunity for members to be involved in the future development of TSANet. TSANet is managing the implementation of the TSANet strategy with two committees. Contact Paul Esch @ email@example.com if you would like to learn more or join one of these groups.
The Member Web committee provides guidance and feedback on the development of the Member Web. This includes development of custom group features such as Knowledge Exchange and Training Exchange. See the features page for further information.
Contact Paul Esch @ firstname.lastname@example.org if you would like to learn more or join this group
The Case Exchange committee provides guidance on the development and deployment of Case Exchange to our members. This includes both CRM connectors and Web Interface features. See the features page for further information.
Contact Paul Esch @ email@example.com if you would like to learn more or join this group
TSANet works with Partners to bring added value to our members. Technology companies provide products and solutions that provide operational capabilities such as Case Exchange. Business Partners and Associations provide content and collaboration on TSANet Strategy and membership initiatives. If you would like to work with TSANet please contact Paul Esch @ firstname.lastname@example.org
Business Partners and Associations