Meet Who's Behind the Scenes of the Support Community
Meet professionals and community managers behind the Cisco Support Community who drive the content collaboration and growth of the community. Read about the latest community news and programs.
As a Cisco executive, Jamal manages all related initiatives, programs, revenue, staff, budget and customer satisfaction for Cisco Support Community & Cisco on Demand. As a results-oriented leader, he has rich experience in developing, delivering and launching innovative software products, online (SaaS and cloud) services for the enterprise, SMB and consumer markets spanning social media, mobile technologies, Big Data, collaboration and the cloud/SaaS market. His diverse experience includes ecommerce, channel marketing, and growing global distribution channels for Apple and Microsoft as well as for several start-ups in executive and board roles. He received his Master’s in Engineering from Stanford, and an MBA from UCBerkeley Haas School of Business.
Richard “Rick” Bennion
With Cisco since 2014, Rick is a technology enthusiast with a passion for building products and teams. He is responsible for the architecture and platforms for Cisco Support Community and Cisco on Demand, as well as leading platform development, community performance, and stability. He has 25 years of experience in converting requirements into solutions, and has sold, managed and successfully deployed over 2500 projects worldwide for his own consulting firm, numerous start-ups and enterprise firms. His education includes Graphic Design and Computer Science.
Irina joined Cisco in 2015 to lead the team’s Program Management Operations. She has a rich background as a Product Manager, building products from ground-zero and enhancing existing platforms which boosted revenue and customer engagement. With experience from key roles at Google, Sephora and established startups, Irina is applying her high expertise in web analytics, eCommerce, loyalty programs, and CRM to add value in managing the interdependencies of our community programs, including operations, release management, and product management support. Her academic background includes database design studies from UC Berkeley, a Bachelor of Science from Holy Names University, and an M.B.A. in Information Technology from Golden Gate University.
William “Bill” Jones
Senior Project Manager
Bill joined Cisco in 2008 with extensive experience in managing technology projects and development of high performing teams. Prior to Cisco, he served in management roles including Vice President, IT Director, and President of a start-up consulting firm focused on business process reengineering and software development delivery. He has also been a consultant serving Fortune 500 and international clients with the international consulting firms of Accenture and McKinsey & Company. Today Bill is a Senior Project Manager supporting Cisco Support Community and Cisco on Demand. He has B.S. degree in Economics & Business, with a minor in mathematics and computer science.
Balchander “Bal” Rajaram
Customer Success Manager
Bal joined Cisco in 2015 to help build & manage Customer Success focused endeavors. He welcomes & on-boards Cisco Partners onto Cisco on Demand, & guides them through the initial phases of system use. His prior Cisco background includes Global Delivery Manager, Program Manager of SDN applications, overseeing operations & assisting Product Management, SDLC, GTM, Competitor Analysis, Cisco Product documentation, technical IT infrastructure, recruiting, mentoring, training & more. He previously managed System Integrators, Cisco Partners, & stakeholders, and has extensive software & database experience. He holds a Masters’ in both Business & Economics as well as Information Technology.
Cisco Support Community Moderator (Spanish)
Hilda is a Project Manager committed to provide accurate solutions, she is in charge of managing the Spanish Cisco Support Community. Having experience in advertising, marketing, digital media and design she assist to optimize and enhance actions in the community. She is passionate about solving problems and delivering excellent user experiences, branding is one of her preferred areas of expertise. Prior to Cisco, she has worked on different kind of industries from fashion and tourism to technology. She holds a Bachelor´s with honors in Visual Communication and a Master’s in Communication from Bond University. She has worked in Mexico, Australia and Taiwan.
Cisco Support Community Moderator (Portuguese)
Kayo Biscaro works as a Business Analyst for Cisco Technical Services LATAM, is moderator of the Support Community in Portuguese. He previously worked at LATAM Airlines Group in Brazil as a supervisor, training and managing a customer service team. He has a degree in Civil Aviation from Anhembi Morumbi University, and a MBA degree in Business Management, has analytical skills and is a results-oriented person. Kayo also speaks Spanish and him native language is Portuguese.
Cisco Support Community Product Manager
Having joined Cisco in 2015, Alex is the product lead for the Cisco Support Community. He prioritizes features, manages the overall product roadmap, and leads communications with users and internal stakeholders to ensure everyone is getting the most out of their communities. Alex has led design, development, and launch of data-driven, lean-agile software products at both seed stage startups and many of the Fortune 500. He guided strategic decision making as a product manager and consultant at IBM, Gap, Sephora, Maxim and deCarta (an Uber company). His passion is to drive innovation and deliver great products. Alex attended Columbia University for Pre-Med but soon decided a B.S. in Computer Science was far more interesting.
Global Community Manager and Expert Programs
Monica is a results-oriented leader with strong experience in technical services. She manages the expert programs and non-English Languages in the Cisco Support Community. She has a proven track record of successfully leading teams and managing projects and programs that improve customer satisfaction since joining Cisco in 1998. She is an excellent detail-oriented team-player that is committed to high-quality results and developing people and processes. Monica has deep understanding of technical support operations and processes, communities, and online support tools. She is CCIE Emeritus in Routing and Switching (#7509) and holds two Master’s in Sciences degrees (Industrial Mathematics and Telecommunications) from top universities.
Cisco on Demand Product Manager
Anupama Ramesh is a Product Management leader with extensive experience driving product strategy, roadmap, solution delivery, go-to-market and customer success. She loves the challenge of finding simple solutions to big problems, with exceptional customer value as the end-goal. She is very passionate about innovation, thinking outside the box, anticipating customer issues and delivering exceptional user experiences. Prior to Cisco, she was a product manager delivering SaaS applications at Oracle and a software lead at Siebel. She has a Bachelor’s degree in Computer Science and a Master’s in Business Administration.
Lead User Experience Designer & Front-End Developer
As a User Experience Design Manager, Cameron designs a number of projects for Cisco, the Cisco Support Community being the biggest. He joined Cisco in 2012 during his final semester of College at The Art Institute of California - Sunnyvale, while also employed part time as a content partner for Youtube. He has been a part of numerous global teams serving as a designer and front-end developer for the past 10+ years. Today, Cameron manages and mentors a team of designers to help with the site's many enhancement tracks. Cameron has also been a resource for helping set up new communities across the site. He is committed to designing a solid user experience for the Cisco Support Community, keeping the site inline with today's web standards and within Cisco's brand guidelines.
Social Media Manager
Rachna is responsible for Cisco Support Community social media strategy and implementation to achieve Community goals of awareness and engagement. She manages the Community’s social channels, including Facebook, Twitter, LinkedIn, and Google+, including content curation, content creation, social monitoring, listening & responding, and fostering engagement. She extends the Community’s reach, impact, and support capabilities to social media. She holds multiple graduate degrees, including an MBA from San Jose State University, Master of Science in Architecture from the University of Michigan, and Master of Architecture from the Indian Institute of Technology (IIT), Roorkee.
Cisco Support Community Moderator (China)
Yanli joined in Cisco in 2013, at the inception of the Cisco Support Community availability in the Chinese language. She manages community product development & enhancements, operations, and marketing for the Chinese Cisco Support Community. She has focused on internet operations and the mobile internet areas for the past 6 years, and has worked with several well-known internet companies in China. She has a Bachelor’s degree in International Business Management from Nankai University.
Cisco Support Community Moderator (Japanese)
As a Program Manager, Yu has been moderating the Cisco Support Community in Japanese since 2015. He manages this entire Community, including product roadmap, enhancements, social media, marketing and operations to drive awareness, engagement, content, and high customer satisfaction. He holds a Master of Arts from Nihon University.
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