Scott Froehlich – Chair

Red Hat

Scott is the Vice President of Customer Experience 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.

Jason Longpre – Vice Chair

Nutanix

Jason Longpre is the Vice President of Worldwide Support at Nutanix responsible for Nutanix’s Award Winning Support Organization. Jason and his team pride themselves on delivering an exceptional customer experience with every interaction with a proven track record of an average of 90+ NPS over the last 10 years. Jason’s focus is on innovation, collaboration, continuous improvement, and team member satisfaction to deliver consistent results. Jason has also driven multiple cross-functional and organizational initiatives that support customer health, deflection, automation, and ease of use to deliver excellence at scale.

Darlene McNamara – Secretary

Cisco

Sr. Director, CX Global Delivery

Darlene McNamara leads Cisco’s CX Global Delivery organization, delivering Services and Support, with the mission of Customer Success. She is a seasoned and energetic leader blending customer insight with technical expertise to deliver globally consistent enhanced experiences. In addition to accelerating service outcomes, Darlene is responsible for driving the global vendor strategy, driving performance management, risk management, capacity management, and relationship management. With demonstrated experience in growing world class teams, Darlene focuses on partner enablement, automation, and by taking a proactive approach to issue resolution.

Prior to her leadership roles Darlene was a technical engineer supporting Cisco’s Collaboration product suite. An expert in VoIP Technologies, configuring, designing, and resolving advanced and complex issues for customers. She also worked at Teloquent Inc. and Microsoft supporting the early days of their Contact Center solutions.

Darlene is an active learner and holds a Master of Business Administration, Project Management Professional Certification (PMP) as well as several other technical certifications. She is an advocate for giving back and spends her time as a court appointed special advocate for children who have been removed from their homes for neglect and abuse. During her free time, she enjoys traveling and live music with her husband.

Shawn McDonald - Treasurer

Google

Shawn McDonald is the Strategic Go-To-Market Business Development Leader for the Google Cloud Partner Ecosystem at Google. He is an innovative business development executive with expertise in strategic planning, solution sales, emerging technologies, cloud computing, web applications, enterprise software, solution development, analytics, SaaS, and open-source business models.   LinkedIn Profile

Ahmar Mohammad

Broadcom

At Broadcom, Ahmar leads global teams that are designing and executing go-to-market strategies that accelerate cloud adoption for customers and revenue growth for partners. With more than 23 years of experience in the technology industry, Ahmar has a proven track record of building strategic partnerships, solving complex business challenges, and enabling sales teams to deliver exceptional customer outcomes.

His passion lies in leveraging technology to support sales initiatives that enhance customer satisfaction and loyalty while fostering a world-class team culture. Ahmar has extensive expertise in cloud computing, business development, sales operations, and product marketing, which he has applied in various leadership roles at VMware, Amazon Web Services, and Microsoft. Ahmar holds a Bachelor of Business Administration degree in Information Systems and Decision Sciences from the University of Illinois at Chicago.

Jake Miller

Cloudera

With 28 years of experience as both a systems integrator and a product support leader, I have a deep understanding of the critical role collaboration plays in delivering exceptional customer experiences. As the Vice President of Global Customer Support at Cloudera, I lead teams focused on driving customer satisfaction, optimizing enterprise support, and fostering innovation.

I am a strong advocate for cross-company collaboration, technical support, and operational strategy as key drivers of industry success. By building strong relationships and enabling critical partnerships, I strive to enhance multi-vendor support and create seamless customer experiences across the ecosystem.

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Frank Cassell

Dell Technologies

Frank Cassell is the VP of Global Customer Incident Management at Dell Technologies. Frank is a seasoned professional specializing in customer success and sales enablement, with a focus on global cloud and on-premise IT clients. Through the use of data from CSAT and NPS, as well as RPA Technologies, Frank has enhanced customer availability, ensuring continuous customer satisfaction and operational efficiency. He holds a Master of Business Administration (MBA), High Technology Management from Northeastern University.

Linkedin Profile

Bina Hallman

IBM

Bina Hallman Vice President, Technology Lifecycle Services, has more than 30 years of experience with broad range of responsibilities in a highly complex Technology industry. She is a Vice President at IBM and has a track record of leading transformations while spearheading operational improvements to drive productivity, reduce cost and improve product quality.

Bina has had responsibility for IBM Storage P&L with both mature and rapidly growing multi-Billion portfolio and successfully implemented strategy transforming the portfolio.

Currently Bina leads IBM Worldwide Technology Life Cycle Services Customer Support, with responsibility for IBM Systems including IBM Z, Power and Storage Hybrid Cloud products and solutions. She’s driving transformation of mature break-fix support, which has industry leading NPS, to Proactive and Predictive support with Automation and AI.

Bina is on the Advisory Board of College of Engineering at University of North Carolina. She is the Executive leader of IBM Systems Diversity and Inclusion Council and Network of Emerging Women Leaders. Bina nurtures trust in her organizations by personally coaching both individuals and teams to build a sustainable, high-performance culture and organization.

She completed MS in Electrical Engineering and BS in Computer Science & Electrical Engineering programs at UNCC.

Chandrasekar Gopalan

Microsoft Corporation

Chandra is the Partner General Manager leading Azure Core Infrastructure organization worldwide, with a global team of 3000 people across 25+ countries and building long-term partnerships with internal & external stakeholders / partners. In his role, he worked with key partners like Redhat, Databricks, SAP, VMWare etc and built programs to drive seamless customer experience.

Chandra relocated to Seattle, WA to start Azure support delivery org in 2014. He has been a part of cloud transformation in Microsoft and held different roles / accountability including incubating & scaling Azure support, owner of Azure Rapid Response & LOB leader for Data & AI support.

Chandra has a master’s degree in computer applications and he has over 25 years of experience in leading and managing large teams across multiple regions and time zones, previously worked at Oracle and Polaris. He is a certified workplace coach and a passionate leader in the cloud technology market.

Jyotiram Pasupalak

NetApp

Jyotiram Pasupalak, Vice President Customer Support Delivery at NetApp, is a senior executive with 24 years of technology and business leadership experience in reputed IT organizations. As a global executive, I have expertise in managing cross geographic and cross functional customer support service delivery operation management, program management, and organization development. An expert on hybrid cloud product technology support organization development and management.

I design customer support services strategy and architecture by keeping customers at the centre, with core principles of making it easy, reducing customer efforts at every step, by focusing on creating positive customer experience at every touch point, by developing a true service mentality focused on the customer, and the value of support.

I position customer support as a clear differentiator by delivering predictable and consistent high-quality customer support at every touch point. I drive to create unprecedented customer loyalty, and position customer support as the face of the organization, an enabler in product sales, renewal, and market positioning. I keep self-service and automation at the fore front by leveraging digital platforms, and use skilled empowered experts help with more complex customer problem solving. I drive operational efficiency improvement by minimizing rework, standardizing processes, creating Knowledge Management Programs and service automation.

An expert in building large scale global technology support organizations largely centred in China, Japan, Australia and in India. I have developed and led global support organizations across worldwide regions and achieved performance excellence.

Nagarajan Swaminathan

UiPath