Scott Froehlich – Chair

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.

Jason Longpre – Vice Chair

Nutanix

Jason Longpre is the Vice President of Worldwide Support at Nutanix responsible for Nutanix’s Award Winning Support Organization. Jason and his team pride themselves on delivering an exceptional customer experience with every interaction with a proven track record of an average of 90+ NPS over the last 7 years. Jason’s focus is on innovation, collaboration, continuous improvement, and team member satisfaction to deliver consistent results. Jason has also driven multiple cross-functional and organizational initiatives that support customer health, deflection, automation, and ease of use to deliver excellence at scale.

Darlene McNamara – Secretary

Cisco

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.

Todd Roberts – Treasurer

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.

Richard Long

Actian Corporation, part of HCLTech

Richard is a Director of Technical Support at Actian Corporation, part of HCL Technologies. He is responsible for leading database, data integration and off-shore technical support teams.

Jay Thomas

Cloud Software Group

Jay Thomas is the Director of Premium Services at Cloud Software Group.

Jay has more than 23 years of experience with a broad range of responsibilities in supporting technology. In his current role, Jay is responsible for customer experience, retention, scaling, and continuous improvement of premium enterprise customers.

He established the global Cloud Technical Support organization from the ground up, turning it from a small team to the global workforce that today handles most customer support engagements. Jay has extensive experience implementing the processes and procedures that are required to support cloud solutions.

Kenny Loo

Dell EMC

Kenny Loo, Senior Director & Chief of Staff, is the global lead for Customer Advocacy Strategy and Business Transformation within Dell Technologies Services.

Customer Advocacy provides a broad portfolio of reactive and proactive services and capabilities that support a customer-first approach resulting in higher customer satisfaction. Dell Technologies provides the essential infrastructure for organizations to build their digital future, transform IT and protect their most important asset, information. His responsibilities in his current role include leading strategic initiatives that enable future growth, developing new processes and technology capabilities that improve customer time-to-value while driving business change through data science and business intelligence, & managing the organization’s P&L portfolio.

Kenny has 25 years of Account Management, Services, and Support experience in the high-tech industry. He is known for driving innovation and bringing thought leadership to maximize operational excellence and deliver business performance. Kenny has been recognized by the Services’ industry for “Innovation in Enabling Customer Success” and “Innovation in Product Supportability”.

Kenny holds a Bachelor of Science in Mechanical Engineering and a Master of Business Administration both from Northeastern University.

Bina Hallman

IBM

Bina Hallman Vice President, Technology Lifecycle Services, has more than 30 years of experience with broad range of responsibilities in a highly complex Technology industry. She is a Vice President at IBM and has a track record of leading transformations while spearheading operational improvements to drive productivity, reduce cost and improve product quality.

Bina has had responsibility for IBM Storage P&L with both mature and rapidly growing multi-Billion portfolio and successfully implemented strategy transforming the portfolio.

Currently Bina leads IBM Worldwide Technology Life Cycle Services Customer Support, with responsibility for IBM Systems including IBM Z, Power and Storage Hybrid Cloud products and solutions. She’s driving transformation of mature break-fix support, which has industry leading NPS, to Proactive and Predictive support with Automation and AI.

Bina is on the Advisory Board of College of Engineering at University of North Carolina. She is the Executive leader of IBM Systems Diversity and Inclusion Council and Network of Emerging Women Leaders. Bina nurtures trust in her organizations by personally coaching both individuals and teams to build a sustainable, high-performance culture and organization.

She completed MS in Electrical Engineering and BS in Computer Science & Electrical Engineering programs at UNCC.

Chandrasekar Gopalan

Microsoft Corporation

Chandra is the Partner General Manager leading Azure Core Infrastructure organization worldwide, with a global team of 3000 people across 25+ countries and building long-term partnerships with internal & external stakeholders / partners. In his role, he worked with key partners like Redhat, Databricks, SAP, VMWare etc and built programs to drive seamless customer experience.

Chandra relocated to Seattle, WA to start Azure support delivery org in 2014. He has been a part of cloud transformation in Microsoft and held different roles / accountability including incubating & scaling Azure support, owner of Azure Rapid Response & LOB leader for Data & AI support.

Chandra has a master’s degree in computer applications and he has over 25 years of experience in leading and managing large teams across multiple regions and time zones, previously worked at Oracle and Polaris. He is a certified workplace coach and a passionate leader in the cloud technology market.

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.

Deepak Chawla

UiPath

Deepak Chawla is the SVP of Global Product Support at UiPath, the software leader in building automation platforms to have repetitive tasks performed by machines rather than humans. Deepak leads a team of close to 300 that provide Product Support to customers, work with Engineering to improve products, and enable sales to keep renewal rates very high. Global Product Support has won the CRMI award for superior customer satisfaction two years in a row with average CSAT greater than 90%.

Prior to joining UiPath, Deepak led the Worldwide Support team at Nutanix for 8 years, and built a global support organization of 700 people from scratch. The organization had an industry leading NPS for each of those 8 years and was the recipient of many awards from organizations such as TSIA, ASP Online and CRMI. Before Nutanix, Deepak held senior support management roles in both start-ups and larger corporations such as Sybase (now a division of SAP), VMware, and Cisco. Some of his specializations include building global and scalable teams, multi-vendor support, setting up communities and knowledge management systems, with a laser focus on customer satisfaction.

Deepak holds an MBA from University of Cincinnati, a Masters in Computer Science from University of South Carolina, and Bachelors in Computer Science from IIT in India.

Deepak was also a Board Member at TSANet from 2016-2021, and served as the Vice Chairman of TSANet for the last two years. He was also on the Service Cloud Customer Advisory Board at Salesforce.com for many years, and currently serves on the Customer Advisory Board of SupportLogic.