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.
René Karel has been with VMware since 2007 and is responsible for managing strategic global OEM Support Partner Relationships. Key responsibilities include negotiating and defining support terms for OEM agreements, managing OEM partner support agreement templates globally, protecting and representing the Support Organization’s interest as trusted advisor and act as liaison between Support Organization, Legal, Finance, Alliance Management, Engineering and TSANet. In addition, he is also providing assistance for critical partner support escalations including “political escalations” involving C-level.
René spent a total of 30+ years in the high-tech industry while going through the ranks, including President and Co-Founder of a start-up company. He has a strong background in Business Development, Partner Management, Program & Product Management, Marketing & Event Management, Strategic Planning, IT Consulting and ERP System Deployment, Support Services Development and Delivery including follow-the-sun Call Center Operations, with years of international experience gained at some of the world’s largest leading enterprises.
René holds a Bachelor of Business Administration from KV Zurich Business School and a Master of Business Administration from IFKS Management Training Institute.
Deepak Chawla – Nutanix
TSANet Vice Chairperson – 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. At Nutanix, he has built a team from zero to scale to support the converged architecture between server, storage, and virtualization software.
Deepak has twenty-five years of experience in the support arena in the valley, that has included senior support management roles in both start-ups and larger corporations such as Sybase (now a division of SAP), VMware, Cisco and Citrix. 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.
Richard Long – Actian Corporation
TSANet Secretary – 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.
Richard joined Actian in 2012 and has over 20+ years of technical support and support management experience. His responsibilities include leading several teams of support engineers and team managers on database, cloud SaaS and on-prem software and offerings. He is responsible for helping develop new strategic processes, procedures, metrics, Salesforce reporting and efficiencies. He is accountable for customer and partner relationships in his area, escalation process, cross-functional coordination with sales and engineering of escalation defect resolution, voice of the customer for product improvement and customer satisfaction.
Richard’s prior experience spans several different established companies and startups. At BigCommerse, an eCommerce SaaS shopping cart and licensed on-prem software he grew the support organization from a team of 5 to over 50 globally in less than two years which helped the company to its first round of VC funding. He spent 8 years with Vignette Corporation, leading Enterprise Content Management support teams, managing daily operations, escalation and ticket handling, and assisting to build out a Follow the Sun (FTS) program with support teams in Australia and the UK. His early customer service experience started soon after college working for IBM in the AIX Support Center, providing technical support and team leadership.
Richard holds a Bachelor’s degree in Health Care Administration from Texas State University. He enjoys golf, running, photography, travel. He lives with his wife of 30+ years in Austin, Texas and has two sons.
Kenny Loo – Dell EMC
TSANet Treasurer – Kenny Loo is a Senior Director leading Technology Alliances for Support Services at Dell EMC. A 19-year veteran at Dell EMC, Kenny currently leads overall services alliances management activities working closely with technology partners to develop services programs, processes, and capabilities that are offered on Dell EMC products and solutions.
Prior to this role, Kenny served as the Services Product Lead for Dell EMC’s hyper-converged infrastructure and hybrid cloud platform solutions ensuring Dell EMC has established practices to deliver seamless support services to end users and partners. Furthermore, Kenny led Global Strategy and Business Operations for Dell EMC Customer Support Centers. He was instrumental in building support services and staffing in Dell EMC Centers of Excellence, including Bangalore, Shanghai, Cairo, Cork and Draper (UT), and as a result achieving world-class customer satisfaction. Through these achievements, Kenny was recognized by Technology Services Industry Association (TSIA) with star awards in “Innovation in Enabling Customer Success” and “Innovation in Product Supportability”.
Kenny attributes much of his professional success through his parents and his upbringing. Kenny’s family immigrated to the United States in 1977 from Hong Kong with the hope of providing a better future for the family. They left behind a family-owned clothing manufacturing business. Not able to speak any English nor did they have any sense of the American culture, Kenny’s parents worked hard in blue-collar jobs with aspirations to once again have their own business. They succeeded and opened a family business. Over the 20+ years working in his family’s small business it is with this early childhood experience where he built a strong foundation around work ethic, integrity, team work, and customer service. These traits have carried him into his professional career. Kenny holds a Bachelor of Science in Mechanical Engineering and a Master’s degree in Business Administration both from Northeastern University.
Charlotte Post – Cisco Systems
Charlotte is a Customer Success Executive in the US Commercial Partner Delivery organization at Cisco Systems. Charlotte for responsible for the success of Cisco’s Partner relationships with a focus on SmartNet Total Care and Compass.
Charlotte joined Cisco in 2012 where she became a dedicated vendor support manager for the Data Center Solutions TAC Team and subject matter expert of TSANet for Cisco global support stakeholders and strategic partners. Then in 2015 Charlotte joined the 3rd Party Enablement Team, responsible for development and implementation of global services delivery strategy for third party vendors across all solutions.
Charlotte is a board member of Carteret Community College Foundation, Friends of Note for the NC Symphony and a member of Beaufort OleTowne Rotary. She has a Business Management degree from Washington College in Chestertown, Maryland. She resides on the coast of North Carolina.
Jim West – Citrix Systems
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.
Jim has been with Citrix since 1999 and leads a team of 100+ global resources that are product and technology diverse. Throughout his tenure he has established and maintained many different teams each providing valuable insight and opportunities to build cross-team collaborative relationships and processes.
Jim has represented Citrix across a spectrum of levels ranging from developing and presenting technical trainings at Synergy to executive briefings with customers and partners. His direct experience working with, then leading, the critical situation team developed a valuable customer centric methodology that he works to instill across Tech Support team.
John Gunther – Hewlett Packard Enterprise
John Gunther is the Business Segment Manager of the Worldwide Multivendor Services Portfolio at Hewlett Packard Enterprise, responsible for developing and maintaining support services designed to assist customers with the regular operation, maintenance, and management of their IT environments from Edge to Datacenter to Cloud. He leads a multi-functional team that manages all of the aspects of the Multivendor Services business at HPE.
A long-time veteran of HPE, John has held a variety of Worldwide and Regional roles in the Pointnext Services organization, including Business Management and Planning, and Service Delivery Planning for the HPE Customer Support Center. He began his IT career as an HPE customer, developing statistical databases and operating a timesharing data center.
Joseph Campbell – IBM
Joseph Campbell is the Program Director of High End Storage Technical Support at IBM.
He has been with IBM since 2011 and currently manages over 120 employees worldwide covering 5 unique storage products. Joseph’s responsibilities include Segment lead for transformation of new coverage models and developing new collaboration techniques to make the teams work together seamlessly. Joseph integrated a slack Swarm room so teams could reduce Time to resolution and improve the customer experience. In addition, he has led many initiatives to have the teams develop and deliver training to the WW teams to improve skills and improve customer satisfaction.
Joseph holds a Bachelor of Science in Biology and completed additional courses in Computer Science from Boston College.
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.
John Boggs – NetApp
John Boggs is Sr Director of the Americas Technical Support Organization at NetApp. Throughout his 8-year tenure at NetApp he has served in various leadership roles within the Customer Support Delivery organization. In his current role he leads the Technical Support and Field Support teams for NetApp’s customer base in the US, Canada, and Latin America.
With almost 20 years of experience supporting customers in the tech industry, John is passionate about enabling a culture of collaboration and promoting the impact that Support organizations can have on customer experience and brand loyalty. Starting as a front-line customer service rep, John moved his way up within the telecom and storage industries working across multiple facets of Support organizations.
John has a Bachelor of Arts degree in History from North Carolina Wesleyan College and currently lives in the Raleigh area with his wife and 4 kids. In his limited free time, John enjoys going to see live music and is always up for spending time outdoors with family and friends.
Scott Froehlich – Red Hat
Scott is the Sr. Director of Global Support Delivery 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.