About // Board Members

Global Board of Directors

Jill Scola
Jill Scola - EMC
Jill Scola manages both the operational and service delivery components of EMC's Cooperative Support Program. Under her direction, this program has grown to over 500 vendors.

As an 18 year employee of EMC, Jill has helped transition EMC's collaborative support program to ensure EMC is prepared to meet customers demands for seamless support in multi-vendor environments.

Jill has served as the EMC Business Manager supporting TSANet for the 10 years and was instrumental in helping to develop some of the early TSANet communities: Mission Critical, SNIA.

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Dave Bettenga
Dave Bettenga - Oracle
Dave Bettenga is the Senior Manager for Oracle’s Multi Vendor Support Program (MVSP).

Dave started with Oracle thirteen years ago, after three years as a senior technical support engineer moved to the electronic services team as a senior project manager.

He continued for the next eight years as one of the primary managers assigned to Oracle’s web support service, Oracle/MetaLink.

In this role, Dave was a global manager for planning electronic service activities, and managing production challenges associated with MetaLink: "As functionality is designed to accommodate the demands of the majority user base its success is critically dependent on solid business practices. As a MetaLink project manager, it was critical that I have an extensive understanding of all facets of Oracle support in order to ensure the success of the web support experience. This also required partnering with all support entities and management teams worldwide." Dave spent an extensive amount of time working with enterprise managers worldwide to ensure that systems and processes in place would efficiently meet their needs. "In brief, the successes of my daily tasks were dependent on collaborative relationships and information exchanges with international teams."

Dave moved into his current position as the MVSP manager approximately one and one-half years ago and has been active on the TSANet board of trustees during that time. "Serving on the TSANet board has been extremely rewarding for me as it offers an almost limitless level of creative, positive possibilities."

Prior to Oracle, Dave served over ten years in systems management and other support capacities. "Customer support will always be my primary focus and maximizing the customer satisfaction experience remains my passion."

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Pamela Fowler
Pamela Fowler - Ingres Corporation
Pamela Fowler is currently Vice President, Worldwide Technical Support managing the Global Enterprise Support Services delivery team at Ingres Corporation. In this role, Pamela has been responsible for building the entire supporting infrastructure, strategic direction and tactical execution of the global support organization.

She has directly controlled all aspects of the global support delivery model, policies, procedures and infrastructure. She provides strategic leadership by representing the 'voice of the customer' to management across all functional areas within Ingres. As well, built out and utilizes core industry benchmarks to measure and continually improve the effectiveness and efficiency of the global operations. In addition, she is responsible for the security vulnerability management within Ingres Corporation ensuring industry best practices are utilized in addressing, and delivering, to market. Pamela has been at Ingres Corporation, Inc. since it was incorporated in November of 2005 when it was divested as a new entity from CA (formerly known as Computer Associates, Inc.). Prior to the divestiture of Ingres Corporation Pamela held several leadership roles within CA heading various areas within technical support and was instrumental in driving on CA's supporting operations. Prior to CA Pamela was the Vice President of Technical Support for the enterprise and database management software at Platinum Technology, Inc. During all of these roles she has been heavily involved in the operational management, build out, and development of multiple global 24X7 support call centers.

Pamela has 25 years of extensive industry experience as an IT professional focused heavily around database, application, and enterprise technology across all platforms and multi-vendor solutions. Prior to holding higher level management roles in support she gained solid industry experience in consulting, education, and software development.

Her roles have provided her with extensive experience in aligning technical support teams with business strategies, operational processes, and global strategies. Many of her responsibilities have included; P&L management, project management, business process improvement, analytical reporting, operational efficiency, high-level projects, quality of service, and customer satisfaction.

Pamela holds both a bachelor's degree in Computer Information Systems from DeVry Institute of Technology and a masters in business administration from Dominican University.

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Robert Poston
Robert Poston - Microsoft
Robert has been involved in the IT industry for over 20 years. For the last 15 years he has worked for Microsoft, holding diverse positions within the company that include direct customer support of server technologies, manager of enterprise server platforms teams, technical account manager for a number Department of Defense customers, and senior crisis manager for Microsoft’s Commercial Technical Support Services.

For the last 3 years Robert has held the position of WW Services Readiness manager for the enterprise customer segment. His primary responsibility is to work with marketing, research, legal and support business units to coordinate the design, development and launch of new worldwide support offerings for the enterprise space. Concurrent with this most recent assignment Robert assumed the role of TSANet Business manager, directly overseeing Microsoft’s global participation in TSANet. During this time he has partnered with several of Microsoft’s OEM partner programs to integrate TSANet into these programs. This has fostered a positive synergy between Microsoft, TSANet and its partners and has led to a significant growth in TSANet membership. Robert is passionate about the value of TSANet and believes strongly that collaborative initiatives between TSANet members are critical to maximizing the value of and customer satisfaction with their support experience.

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Summer Maynard
Summer Maynard - Red Hat (JBoss)
Summer Maynard is the Senior Manager of the Support Product Portfolio team for Red Hat Global Support Services. In this position, Summer has the opportunity to lead a team whose mission is to ensure that Red Hat's support products are as dynamic as our diverse customer set.

This includes working with our customers and internal product teams to understand the needs per product, options for delivering the best customer experience and ensuring strong bi-directional feedback between Support and Engineering groups to provide the best quality products in the industry. This also includes the development of the proper ecosystems, working with strategic partners hand in hand to help provide complete technical resolutions to customer issues rather than only solving individual parts.

Summer has been with Red Hat since 2002 as an integral part of Global Support Services during its most crucial and exponential growth. During those years and in years prior to joining Red Hat, Summer has worn many services hats, from field work to key client advocacy to internal support and systems management. This diverse services experience gives Summer a unique perspective into the mind and needs of the customer.

During the past several years as an executive and global board member, Summer has worked to provide various perspectives of the membership to TSANet and the board. She has worked to help redefine existing TSANet groups to better meet member needs, and is currently working to help bring TSANet into the global market. Summer has also helped to advise on the strategic implementation of TSANet with both existing and potential members. She is dedicated to continuing the adoption of TSANet inside and outside of Red Hat.

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David Misukanis
Dave Misukanis - Symantec
Dave has been in the Technical Support for the past 28 years and in a leadership capacity for 23 years. He has always worked with large, mission critical customers during this time. He has managed support operations of various sizes and customer bases.

From Mainframe/Mission Critical Client-Server environments to teams that provide support to the individual user. Until recently, Dave has been involved in a leadership role in the ongoing development of large support operation s with our industry leading backup products. Dave provides a strong focus on customer satisfaction and continuous improvement in the level of service delivered by his teams.

Dave is the Director of Escalation Management for the Americas at Symantec Corporation. Dave's primary role is to interface with our larger customers during periods of crisis that require executive visibility. He has a strong focus on improvements in the timeliness and quality of the service experienced by his customers. Dave is process oriented and a contributor in both strategical and tactical planning in the continuous development of service and customer satisfaction. With Symantec being a company that specializes in heterogeneity, He has a vested interest in working closely with all TSANet members to build a better, more effective and efficient sharing of resources to make the customer experience the best it can be.

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Rainer Zielonka
Rainer Zielonka - IBM
Rainer is the IBM executive for world-wide XIV Technical Support and Client Care. He is the leader of a global IBM support function responsible to provide technical support for the most recent Storage Platform from IBM.

This support includes a new client centric support concept for technical Support which IBM introduced globally. Before that he was for ten years the Director of the European Storage Competence Center responsible for Level 3 Pre- and Post Sales technical Support of IBM Storage Solutions in Europe.

During his 34 years with IBM Rainer has held several Engineering and Management positions that allowed him to develop and utilize his technical, intercultural and Leadership skills. He has spend over 5 years in the US holding key positions in Manufacturing, Development and Technical Support. The above mentioned "European Storage Competence Center" was formed and enhanced under his leadership to client centric, efficient End-to-End Service- and Support Center . Rainer is representing IBM on customer boards and government committees.

Since he has been appointed to member of "Board of Directors" at TSANet Europe six years ago Rainer has dedicated a sizable amount of time and effort to further develop TSANet to a global operating multi- vendor support organization. He is an Advocate for multi- vendor collaboration ensuring that technical support strategies are tied to drive customer success. In the extremely challenging world economy, his intend is to position TSANet as the multi -vendor support organization for many businesses and for the benefit of TSANet members.

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Rainer Zielonka
Olivier Biscaldi - Citrix Systems
As the Director of Software Frontline Support teams for Citrix Systems Inc., Olivier Biscaldi is responsible for department budget, and he is in charge of expanding the Americas existing call center support capabilities.

Olivier leads a team of over 60 employees supporting Americas channel partners and enterprise customers. His teams are involved in many cross product environments, necessitating collaboration and coordination between many product companies. Mr. Biscaldi interacts regularly with internal and external senior management as well as regional and corporate management on matters between functional areas or customers and the company. He is in charge of Quality Control for the Americas Support department, and he is responsible for worldwide Citrix Technical Support social media support. Olivier represents Support at external events as well as Internal Sales events, and he is responsible for Americas frontline Citrix Support customer satisfaction.

Olivier has extensive knowledge of the technical support business including direct experience managing support teams in EMEA, India and Americas geographies. Olivier is very familiar with TSANet with his initial involvement starting in 2003, when he presented Citrix technical contents at a TSANet event in EMEA. He has broad exposure working in Multinational companies, and he speaks French (native language), English and Spanish.

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Teodor Hampartzoumian
Teodor Hampartzoumian - Novell
Ted has been with Novell for more than 15 years in various positions within the Technical Services organization of the company. He is currently the Director of the EMEA Services Center and is a member of both the Global Technical Support and the EMEA Filed Services Organizations at Novell.

While at Novell, he has held several Management positions that allowed him to leverage his intercultural and leadership skills. He has spend more than 10 years in the EMEA Field organization working directly with many of Novell's largest customers as well as building the Novell Technical Services Filed Support teams in France, the UK, the Netherlands and in the Nordics.

Ted has a strong "Fixer Mindset", focusing always on maintaining and improving the operations he is responsible for. His idea of the future often looks like the past, only without all obvious and hidden imperfections, essentially putting his energy into eliminating deviations from expected performance, while focusing on finding the best compromise in balancing the magic triangle of customers, employees and shareholders.

Ted is excited to be a part of the TSANet Global Board of Directors and champions TSANet throughout Novell Technical Services worldwide and throughout the industry. Being part of the IT services sector practically his entire career, he is looking forward to the opportunity to be able to leverage his experience and skills to influence the evolution and further development of TSANet. He has been involved with TSANet for a long time and was a Program Manager until shortly before the EMEA organization was merged with the North American operation.

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