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 an European perspective. Contact Rainer Zielonka at email@example.com if you would like to join this group.
Below are the details of the upcoming meetings. Contact Rainer Zielonka if you would like to attend any of these sessions.
Rainer Zielonka – Senior Consultant, TSANet EMEA Representative & Chairman of EMEA and India Focus Groups
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”
Jochen Kornalewski – Fujitsu EMEA
Jochen Kornalewski has more than 20 years expert knowledge in various technical support functions. He is located in Germany and is responsible for the Global Technical Support of Fujitsu’s Product Business portfolio ranging from personal computing devices to mission-critical data center systems and solutions. Jochen has over 15 years of leadership experience in managing own technical teams as well nearshore and partner support delivery units.
His hobbies are smart home automation, IoT and outdoor activities like biking and skiing.
Jochen lives with his family closed to Augsburg (Bavaria)
Eva Schooss – Lenovo
Eva Schooss joined Lenovo in 2015, and has since been responsible for HW and SW support delivery for Lenovo’s data center group products in EMEA. Her main focus is to create and maintain an excellent service experience for Lenovo’s DCG customers.
Throughout her career of almost 30 years in the IT industry, she held several professional and management positions in Systems Integration, HW and SW support, Technical Sales and Sales.
Eva is based in Mannheim, Germany.
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.
Jens Ulbricht – IBM
Jens joined IBM in 1998 as Manufacturing Engineer for Storage Products working mainly in Germany, Hungary and USA. He held various positions in respect to IBM Storage like New Products Launch Manager, Manager of Engineering Team and Manager of Client Care across EMEA. As Program Director Technical Remote Support, he is responsible for multiple support teams across EMEA for storage products. Jens is located in Kelsterbach, Germany.
“Being part of TSANET Focus Group gives me the opportunity to interact closely with experts from other IT companies and to share my expertise and network.” Jens stated.
Alain Cadorette – HashiCorp
Alain is currently at HashiCorp and responsible for the Customer Success and Support group. Alain has been with TSANET for over 15 years and over 30 years in Technical Support and Customer Success. Before HashiCorp, Alain held senior management positions at Novell, SUSE Linux and IBM. Alain has now join the leader in multi-cloud infrastructure automation software. The HashiCorp software suite enables organizations to adopt consistent workflows to provision, secure, connect, and run any infrastructure for any application. TSANET EMEA Focus Group provide valuable insight at the future of Support and a practical reality check with our current tools, processes and operating models.
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.
Domenico (Dom) Corniola – Atlassian
Domenico (Dom) Corniola started back in the days as an IT support engineer at IBM and climbed the ladder and became Manager of End User support services for companies like Wipro and Danone. Recently Dom has accepted the new challenge of leading and growing the Premier support team for Jira at Atlassian, based in the Amsterdam office.
Matthew Stewart – NetApp
Matthew joined NetApp in 2012 as a support engineer in the Americas region. Throughout his tenure at NetApp, his growth path saw him take on challenges on both sides of the Atlantic and has led him to oversee the support teams for a multitude of NetApp products. Currently, he oversees the delivery of customer support for SolidFire, NetApp HCI, and NetApp Virtualization teams in the EMEA region. Matthew began representing NetApp in the TSANet EMEA focus group in 2019 and enjoys contributing to the progress of the group and learning from the shared challenges the various constituent members face.
Matthew is always interested in discovering and learning about new ways of collaboration to continually deliver top tier technical support.
Denis Canty – Dell EMC
Denis has been with Dell EMC since 2013 and is responsible for managing global partner alliances. His main responsibility is to enable seamless service operations between Dell EMC and their partners and being responsible for TSANet within Dell EMC is a part of that.
Over a twenty year career Denis has also worked directly within a number of support management roles, leading various data center operations across the EMEA region.
Denis is based in Cork, Ireland.
Robert Binkhorst – Red Hat
Robert Binkhorst is a champion for the customer experience and customer success in the EMEA region as the Director of Customer Experience and Engagement for Red Hat in Europe, Middle East and Africa. He works to ensure customers and partners see increased value to their business through their relationship with Red Hat. His team consists of Technical Support, Customer Success Managers, Technical Account Managers, and highly specialised Customer Adoption roles who are all positioned to guide customers from adoption to deployment and beyond, in order to maximise the value they get from Red Hat technologies throughout their adoption life cycle.
Tony Orr – F5 Networks
Tony Orr is the Director of Global Support Services at F5 Networks. Tony’s team consists of approximately 130 engineering professionals across five countries – UK, Poland, Israel, Singapore and North America. A veteran of the services industry, Tony started his career in 1988 as a Field Service Engineer at Case Communications and, over the last 15 years, has held senior leadership positions in both reseller/SI’s and vendor organisations where he’s been responsible for Project Management, Professional Services, Technical Support Services and Networks Operations Centres across Europe.
Tony is based near London, UK. For further details on Tony’s career history, click here.
Akos Szechy- Nutanix
Akos Szechy has over 20 years of experience in various technical support functions and organizations. He was working for companies like Novell/SuSE, Riverbed in Hungary and later in The Netherlands. Since 2014 he is working at Nutanix where he is heading Worldwide Support for EMEA. He is responsible for support delivery, the support teams across EMEA and for Authorized Support Partners in the region. He always wants to understand the root cause and make sure issues are fixed – keeping customer and employee satisfaction as a top priority.
Akos lives close to Rotterdam with his wife, three kids and their blond Labrador. He is a real planner and his motto is “Plans are nothing, planning is everything.” – Dwight D. Eisenhower”
Patrick M.J.B. Remak – Dell EMC
Patrick Remak, 43 years old, is married with Sabine and a father of 2 beautiful sons (Mirano & Sidney). He is fortunate to be part of the TSANet EMEA Focus Group, representing Dell EMC.
This is almost his 20th year with the amazing company. Within Dell EMC his team, the Global Partner Relations Office, is responsible to ensure the dell support and technology partners work seamlessly together to provide top shelf services to their mutual customers.
With the TSANet EMEA Focus Group and the TSAnet Connect, he thinks the future looks bright for all the companies in the focus group and it will help everyone.
Arnaud Errede – Amazon
Arnaud Errede has 20 years of expertise in services and customer success leadership working for companies like EMC, Atlassian and now AWS. After growing the EMEA Enterprise Support for Atlassian, introducing new support offerings such as Premier Support and Priority and leading operations, strategy and innovation across the Global Customer Support organisation.
He is now the AWS Benelux Enterprise Support Leader that help unleash the potential of the Cloud for the largest AWS customers via a Team of passionate Cloud enthusiast Technical Account Managers.
Being part of the TSANet Focus group is a unique opportunity to share and exchange best practices with industry leaders and help create a cohesive understanding of industry trends and opportunities.
India Focus Group
The objective of this group is to define common challenges for technical support organizations in India and work together on possible solutions. The group also provides input on reviewing and influencing TSANet’s strategy from an Indian perspective. Contact Rainer Zielonka at firstname.lastname@example.org if you would like to join this group.
Below are the details of the upcoming meetings. Contact Rainer Zielonka if you would like to attend any of these sessions.
Vineeta Nair – Cisco
Vineeta Nair is Customer Delivery Manager with Cisco managing the Support Services for Data Centre compute business in APAC.
She has 14+ years of experience of IT industry in Business\Project Management, Delivery Support Operations and Tech Support Services. She thrives in providing customer the best experience and to do so she believes that the need of the hour is to create a collaborative and innovative environment within organization and with partners\competitors too. She is quite excited to have the opportunity to be part of TSANET Focus Group as it helps her understand common business challenges in the IT/Support industry.
She is based with her family out of Bangalore, India
Prashant Chaudhri – Red Hat
Prashant Chaudhri has 15 years of multi-functional experience in the IT industry with core competence in Enterprise Customer Support and Services. He is currently leading the Partner Engagement Strategies as Sr. Partner Success Manager – APAC, at Red Hat. As part of his profile, he is driving the efforts to achieve the desired synergy with strategic partners. Prashant has been with Red Hat for 4 years and prior to this has worked in Enterprise Technical Support & Customer Experience. Prashant’s core competencies include delivering high levels of partner satisfaction while achieving technological excellence, and other operational commitments as well as the ability to drive cross-functional collaboration and leadership.
Prior to Red Hat, Prashant has worked in key positions in Atlas Copco, Allscrtips & Optimos Cop. He thrives in a collaborative and innovative approach, enjoys challenges. He is based in Pune – India
On the personal front, Prashant is happily married to Shikkha Chaudhri, working as a finance leader in a well-known organization. They have a girl named Samara.
Shoumik Kumar – Red Hat
Shoumik Kumar is a Senior Manager , Technical Support with Red Hat and had worked with various product and services organizations before joining Red Hat in 2016. In his current role Shoumik is leading teams of highly technical engineers, seasoned people managers and project managers contributing to various technologies and business initiatives. Shoumik is passionate about technology and his core competencies are around Platforms, Operating systems and Storage. Shoumik strongly believes and practices : “The best place to invest your time is your team.”
In addition Shoumik enjoys listening to music and is always available for a tip or two on fitness!
Antony Fernando – VMware
Antony Fernando is a Principal Escalation Manager at VMware, responsible for managing critical customer escalations at VMware. He has 18+ years of industry experience. He is the SPOC for India Big Bet accounts at VMware and is known for his proactive engagement in driving partnership within the organization (Engineering, Support and Field teams). He has been instrumental in creating awareness about TSANet for multi-vendor collaboration within the organization and being tech savvy, he clearly understands the challenges involved in addressing issues warranting multi-vendor engagement and appreciates the value TSANet brings to the table in such scenarios.
Abhinav Bhargava – Nutanix
Abhinav Bhargava is a Director at Worldwide Support, Nutanix. He has around 18 years of experience in Data Center technologies spanning various support functions and organizations. He started his technical support journey more than a decade ago with Cisco as a support engineer and grew into management. Abhinav joined Nutanix in 2015 and has helped build the team in India along with scaling out the support process and model worldwide. In his current role is responsible for support delivery and support teams in India, along with escalation management and other strategic task.
Customer and his team are his passion and always before anything else, getting to the root and resolving issues end to end are his passion.
He lives in Bangalore with his family and like spending time with his son, music, traveling and books when not solving customer issues. A quote from Einstein is what he believes in – Logic will get you from A to B, imagination will take you everywhere!!!
Venkat Raghavan – Citrix Systems
Venkat is a Senior Manager at Citrix. He leads the technical support teams overseeing business operations for EMEA region. Venkat has a team of 50 technical specialists lead by 5 managers, handling global customers for Citrix Virtualization products.