Streamline and scale your support operations—sustainably

Vele Galovski is the Vice President of Support Services for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize customer support and field service delivery and engineer profitable customer outcomes.

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During his career as a services executive, he has provided thought leadership and driven breakthrough performance in high profile assignments in a diverse set of companies including: Xerox, Eastman Kodak, Bank of America, NVR and several Cloud Services startups.

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Throughout his nearly 30 years in the industry, Vele has consistently driven double digit top line growth with a proven retain, gain, and grow strategy; and bottom line profitability with a focused “cost down” process. He has been awarded a patent “Method and system to manage achieving an objective”, is a Six Sigma Black Belt, and is a Licensed Professional Engineer. Vele has also written a book, The Perpetual Innovation Machine, which describes a holistic approach to management based on ambitious goal setting, data driven analysis, skillful prioritization, inspiring leadership, and the “lost art” of employee engagement.

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Vele earned his MBA and Civil and Environmental Engineering BS from Clarkson University in Potsdam, NY.

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Vele frequently writes about these topics on the TSIA blog on the topics of field services, artificial intelligence (AI), intro to the Internet of Things (IoT), and spare parts logistics.

Thomas Lah is the Executive Director and Executive Vice President of the Technology & Services Industry Association (TSIA), the leading association for today's technology and services organizations. He is the author of many popular books on trends affecting the tech industry, including Technology-as-a-Service Playbook: How to Grow a Profitable Subscription Business (2016) and Digital Hesitation: Why B2B Companies Aren’t Reaching Their Full Digital Potential (2022). Thomas is also the host of TSIA’s podcast, TECHtonic: Trends in Technology and Services. For over 20 years, he has been helping some of the world's largest technology companies improve the efficiency of their daily operations.

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Thomas is a sought-after industry speaker on the topics of optimizing technology service businesses within product companies, business outcome engineering, customer success funding models, X-as-a-Service (XaaS) financial models, the art of helping customers successfully adopt technology, and the latest market trends impacting technology organizations worldwide. From 2002-2019, Thomas also taught an MBA class at The Ohio State University Fisher College of Business, which is based on his writings.

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Thomas frequently writes about these topics on the TSIA blog: customer adoption, B4B, customer outcomes, outcome engineering, X-as-a-Service (XaaS).

George Humphrey serves as the Vice President and Managing Director for TSIA. Touting more than three decades of technology business knowledge in the networking and communications space, Humphrey is a valued resource and advisor to many of the world’s most successful technology business ventures.

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Humphrey has a long history of leading managed services product management, client management, systems engineering, tools and architecture development, sales, delivery operations, process definition, and global strategy. Prior to TSIA, he was responsible for introducing the world’s first voice/data converged platform. During his time with Avaya and Lucent, he launched the first globally standardized product realization processes, as well as service realization and lifecycle processes, transforming their business functions. Today he holds seven global patents in communications and networking.

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As a research leader at TSIA, Humphrey’s insights are regularly leveraged by Fortune 500 companies through his advisory work, public speaking engagements, research reports, and publicly shared content on a variety of evolving business topics.

Dave Baca is the Director of Support Services Research for TSIA. In this role, he provides membership and advisory designed to help member companies optimize their customer support organizations (including help desks, call center, and tech support) to achieve and deliver desired customer and organizational outcomes.

Prior to joining TSIA, Dave held various senior leadership roles at basys, a benefits administration software company. In his most recent role as their vice president of customer experience and consulting services, he led basys’ Customer Experience and Software Support/Help Desk teams, collaborating with internal Product Management, Technology, and New Customer Implementation teams to enhance the customer experience by building more in-depth customer-supplier relationships.

Dave was also previously the Senior Vice President of Customer Success at ANCILE Solutions. During his time at ANCILE, he led team members in a $56M+ global customer success and support services organization to deliver software solutions to over 4,600 lifetime customers, including 50 of the Fortune 100 companies, with 20 million end-users.

Throughout his career, Dave has demonstrated an ongoing passion for helping customer support organizations transform and achieve industry-leading results. He holds a Bachelor of Sciences from the U.S. Naval Academy and honorably served as a Naval Nuclear Submarine Officer.