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 @ email@example.com
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"
Fabrice Leste – Progress Software
Fabrice Leste is Sr Technical Support Manager for EMEA at Progress in Rotterdam (The Netherlands). Fabrice has 17 years experience in the IT/Support industry. Prior Progress, Fabrice was a Development engineer in France. He decided to expatriate in order to be exposed to multinational cultures. He started at Progress as Junior Technical Support engineer in 1999.
“Being part of the TSANet EMEA Focus group is an excellent opportunity to share best practices! We can learn so much from each other.” said Fabrice.
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
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.
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.