Cisco Systems – Darlene McNamara

Microsoft Corporation – Tamera King

NetApp – Jyotiram Pasupalak

Red Hat – Scott Froehlich

VMware – Todd Roberts

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Darlene McNamara – Cisco Systems

Sr. Director, CX Global Delivery

Darlene McNamara leads Cisco’s CX Global Delivery organization, delivering Services and Support, with the mission of Customer Success. She is a seasoned and energetic leader blending customer insight with technical expertise to deliver globally consistent enhanced experiences. In addition to accelerating service outcomes, Darlene is responsible for driving the global vendor strategy, driving performance management, risk management, capacity management, and relationship management. With demonstrated experience in growing world class teams, Darlene focuses on partner enablement, automation, and by taking a proactive approach to issue resolution.

Prior to her leadership roles Darlene was a technical engineer supporting Cisco’s Collaboration product suite. An expert in VoIP Technologies, configuring, designing, and resolving advanced and complex issues for customers. She also worked at Teloquent Inc. and Microsoft supporting the early days of their Contact Center solutions.

Darlene is an active learner and holds a Master of Business Administration, Project Management Professional Certification (PMP) as well as several other technical certifications. She is an advocate for giving back and spends her time as a court appointed special advocate for children who have been removed from their homes for neglect and abuse. During her free time, she enjoys traveling and live music with her husband.

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Tamra King – Microsoft Corporation

Tamra King is currently a Principal Relationship Manager in the Customer Experience & Success organization at Microsoft. In her current role, Tamra handles complex Enterprise and commercial case escalations, while also leading various initiatives focusing on people development, business integration, and automation of the Customer Experience.

Prior to her current role, in her 16 years at Microsoft, Tamra led teams in Microsoft Consulting Services (MCS) and Premier Services where she could directly impact customer engagements and strategic alignments of Microsoft technologies with customer problems and strategic visions.

Outside of Microsoft, Tamra has held positions focusing on business process automation and cloud integration, including a project management position at Verizon Terremark and as a self-employed sole proprietor.

She has a Bachelor of Science in Biomedical Engineering, a Masters of Science in Counseling Psychology, and holds a Project Management Professional certification (PMI-PMP).

Outside of work, Tamra enjoys time with her daughter and family in Texas and looks forward to any time to travel and explore new people and places. She also enjoys volunteering in her local community of Grapevine.

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Jyotiram Pasupalak – NetApp

Jyotiram Pasupalak, Vice President Customer Support Delivery at NetApp, is a senior executive with 24 years of technology and business leadership experience in reputed IT organizations. As a global executive, I have expertise in managing cross geographic and cross functional customer support service delivery operation management, program management, and organization development. An expert on hybrid cloud product technology support organization development and management.

I design customer support services strategy and architecture by keeping customers at the centre, with core principles of making it easy, reducing customer efforts at every step, by focusing on creating positive customer experience at every touch point, by developing a true service mentality focused on the customer, and the value of support.

I position customer support as a clear differentiator by delivering predictable and consistent high-quality customer support at every touch point. I drive to create unprecedented customer loyalty, and position customer support as the face of the organization, an enabler in product sales, renewal, and market positioning. I keep self-service and automation at the fore front by leveraging digital platforms, and use skilled empowered experts help with more complex customer problem solving. I drive operational efficiency improvement by minimizing rework, standardizing processes, creating Knowledge Management Programs and service automation.

An expert in building large scale global technology support organizations largely centred in China, Japan, Australia and in India. I have developed and led global support organizations across worldwide regions and achieved performance excellence.

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Scott Froehlich – Red Hat

Scott is the Vice President of Customer Experience at Red Hat. He has been in the support business for more than 20 years and worked across multiple industries and countries. Scott has a depth of experience that provides perspective across Telecommunications, IT, Data Storage and Software industries. As a leader of a business of almost 1000 individuals, he brings that operational perspective and financial accountability to the execution of the mission at TSANet. Scott looks forward to putting his skills towards solving these multi vendor issues faster and easier as a committed Board Member.

Scott holds a Bachelor of Science in Computer Engineering from Virginia Tech. Please reference Scott’s LinkedIn profile which will provide you with more details regarding his qualifications and experience.

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Todd Roberts – VMware

Todd Roberts is a Business Developer with VMware by Broadcom. He is partner-focused with 27+ years of IT experience, 19+ years with VMware, and 13+ years of experience managing global partner programs. Todd is responsible for managing the global Partner Support Relationship Business for VMware’s Support Organization. In his current role, he negotiates and defines support terms for partner agreements, maintains and governs existing support program offerings, and works in a cross-functional team to create new partner support program offerings.