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Our Organization

TSANet Organization

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.

How TSANet Works


René Karel – VMware

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.

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Doug Jones - NetApp

TSANet Vice Chairperson - Doug currently works at NetApp, where he is a senior manager within their Customer Support organization, focusing on solutions readiness. In this 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 are ready as well.

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Jim West - Citrix Systems

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.  


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Jim Rubish - IBM

TSANet Treasurer - Jim is the Director of Enterprise Systems Technical Support in the IBM Systems business unit. He has 30-plus years of experience at IBM, and currently leads a world-wide organization whose mission centers around providing lab support for IBM's enterprise servers. His teams provide HW and SW technical support, resolve complex issues, and maximize the client’s satisfaction with their IBM servers.

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Richard Long - Actian Corporation

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.

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Uwe Schaefer - Hewlett-Packard Enterprise

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.

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John Bunney - Cisco Systems, Inc.

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.

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Kenny Bunnell - Symantec Corporation

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.

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Kenny Loo - Dell EMC

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.

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Deepak Chawla - Nutanix

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.

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Sandra Falzarano - Red Hat

Sandra Falzarano, Senior ISV Partner Support Program Manager, at Red Hat is responsible for the success of Red Hat’s global partner support relationships with a focus on Independent Software Vendors and multi-vendor support.

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Dennis Smeltzer

Dennis is President of TSANet and has provided leadership to the organization since its inception in 1993. Beginning with the original 11 sponsor member companies, he is largely responsible for TSANet’s growth to its current membership in the hundreds.

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Paul Esch

Paul is responsible for strategy and business development at TSANet. Working with the TSANet president and board of directors, Paul is tasked with creating, communicating, executing and sustaining the organization’s strategic initiatives.

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Stephanie Benson TSANet Employee

Stephanie Benson

Stephanie is the Membership Services Coordinator for TSANet. Based in the United Kingdom, she has worked for TSANet since 1999.

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Deborah Barnes

Deborah has been with TSANet since January 1995 and manages financial systems and marketing projects. In addition to Deborah’s operational and financial responsibilities, her position ensures the organization maintains its not-for-profit compliance and status.

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Rainer Zielonka

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.

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Brittany Jimerson

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.

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  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 @ rainer@tsanet.org


Group Members

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"

Uwe Romppel - Fujitsu EMEA

Uwe Romppel is responsible for the Global Technical Support of Fujitsu’s Product Business portfolio ranging from personal computing devices to mission-critical datacenter systems and solutions.

His has been working in the information and communication technology industry for more than 30 years and held various management positions in Product Management, Sales, Marketing and Strategy.

Mr Romppel holds an Engineering Degree from Stuttgart Media University and a Master of Science Degree from Stanford University, California.

He is married with two children.

Alex Marburg - HPE

Alex is currently responsible for Delivery Operation Departments in the Customer Solution Center of Hewlett Packard Enterprise for Europe, Middle East & Africa.
Prior to that, Alex has held various positions in center operations and business management. Since joining the EMEA Focus group of TSANet in 2015, he has been leading and contributing to a series of workshops on topics in the tech support and center operations context.

He has 10+ years of managerial experience in Tech Support Operations, IT-Business Management and Delivery Support Operations in multi-national and cross-functional context with a proven track record in successfully leading business transitions and transformations
He thrives in a collaborative and innovative environment, loves the challenge to find solutions using common sense and likes to describe himself as passionate about learning anything, anytime and anywhere.

Alex is currently based with his family in Sofia, Bulgaria and holds an MA in Communication and New Media.

Alain Cadorette

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

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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

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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.

Kieran Collins - Dell EMC

Kieran Collins is a Director with Dell EMC Customer Support Services. He leads the global support teams for Dell EMC’s Hyper Converged Infrastructure products and solutions.

In this role Kieran and his team provide highly collaborative support to Dell EMC customers. Their goal is to drive resolution on multi-technology business solutions with minimal customer effort.

Based in Cork, Ireland, Kieran joined Dell EMC in 2011. Prior to this has worked in software development, systems integration, professional services and technical support for various vendors and consultancies.

Throughout his career he has lead teams and projects in Ireland, USA, Middle East, UK, Continental Europe, Africa and APJ and, through this, has gained vast experience of working with diverse teams from various cultures.

Some of Kieran’s core competencies include business development & strategic planning, program & change management, business operations, as well as cross functional collaboration and leadership. He has 15 years leadership experience managing technical teams and enjoys mentoring staff to attain both team and personal career goals. Kieran is an active member of the TSANet EMEA Forum.

Kieran's professional certifications include SCP Certified Support Manager, ITIL and PRINCE2 Certified Project Manager. Kieran’s professional memberships include the MBA Association of Ireland and Institute of Engineers of Ireland.

He holds an MBA from University of College Cork, Master of Engineering from Dublin City University, and a Bachelor’s Degree from Waterford Institute of Technology.


  TSANet Committees


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 @ paul@tsanet.org if you would like to learn more or join one of these groups.

Member Web

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 @ paul@tsanet.org if you would like to learn more or join this group

Case Exchange

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 @ paul@tsanet.org 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 @ paul@tsanet.org

Technology Partners

Business Partners and Associations