Regional Focus Groups

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Europe
India
Australia
North America
Japan

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

Below are the details of the upcoming meetings in 2020.   Contact Rainer Zielonka if you would like to attend any of these sessions.   Both in person and remote attendance options are available.


Group Members

RainerRainer 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.


Nick Broadbent – DataCore Software

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.


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.


Bastiaan Jansen – Atlassian

Bas started working for Atlassian in 2011 and started his support leadership role in 2013. Since then he has led multiple different support teams of various sizes within Atlassian. Through his current role of Support Product Lead Bas drives strategy, operations and innovation across the global Jira Support team. His aim is to provide customers with an amazing and consistent support experience while enabling growth of the individual support engineers.

India Focus Group

TSANet created a focus group for India Members during 2017. This focus group will take an active role in improving Member collaboration and provide feedback to the TSANet strategy.  If you are interested in joining this group please contact Rainer Zielonka rainer@tsanet.org

Below are the details of the upcoming meetings in 2020.   Contact Rainer Zielonka if you would like to attend any of these sessions.   Both in person and remote attendance options are available.


Group Members

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.

 

 

 


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.

Australia Focus Group

TSANet created a focus group for Australian during 2017. This focus group will take an active role in improving Member collaboration and provide feedback to the TSANet strategy. Contact Paul Esch at paul@tsanet.org if you would like to join.

Below are the details of the upcoming meetings in 2020.   Contact Paul Esch if you would like to attend any of these sessions.   Both in person and remote attendance options are available.


Group Members

David Steele – Nutanix

David is a Support Manager within Nutanix Australia, having joined in 2013.  With over 20 year’s experience in IT, including roles in the UK and Canada and a particular focus on Support over the last 10 years across both Riverbed and Nutanix.  David’s project work has a large focus on process improvements and new features to enable case deflection, of which TSAnet integration and adoption is a central tenant.  Full profile.

 


Noel Calnan – Dell EMC

Noel Calnan is the leader of the Support Teams in APJ for Converged, Hyper-Converged and Hybrid Cloud Infrastructure within Dell EMC.

Currently living in Sydney, Noel leads teams in EMEA, India and APJ along with projects with global representation. This experience with geographically and culturally diverse teams exposed the importance of good collaboration and teamwork.

His current role requires extensive work with partner companies to deliver solutions to customer issues. Experience and customer feedback clearly show inter-company collaboration with the goal of helping mutual customers is both necessary and foundational as more complex environments evolve.

Noel’s professional certifications includes Applied Physics and Electronics , SCP Certified Support Manager, ITIL as well as an MBA.


 

North America Focus Group

TSANet created a focus group for North American Members during 2018. This focus group will take an active role in improving Member collaboration and provide feedback to the TSANet strategy. Contact Paul Esch at paul@tsanet.org if you would like to join.

Below are the details of the upcoming meetings in 2020.   Contact Paul Esch if you would like to attend any of these sessions.   Both in person and remote attendance options are available.


Group Members

Japan Focus Group

TSANet will create a focus group for Japan Members during 2020. This focus group will take an active role in improving Member collaboration and provide feedback to the TSANet strategy. Contact Paul Esch at paul@tsanet.org if you would like to learn more or join this group.


Group Members