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.

Jamal Haider


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.

Helena Pechaver Starc

Senior Manager

Helena leads a number of strategic initiatives for the Cisco Support Community, including the Cisco Designated VIP Program, Cisco Live related events, executive & internal communications, the Support Community Newsletter, partner advertising, and community engagement programs. She joined Cisco in 2013 from EMC, where she helped create, manage, and market the EMC Community Network. She has managed global teams for numerous enterprise software implementations, digital marketing, and product management for EMC, Siebel, ATT, IBM and 2 start-ups. Her MBA is from UCBerkeley Haas School of Business, and Bachelor degrees in Computer Science and Rhetoric/Communications from UC Davis.

Irina Epshteyn

Program Manager

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.

Mohit Mmangal

Community Manager

Mohit manages the Cisco Support community's knowledge team, who oversee the communities with products and technologies ranging from Voice & Unified Communications, Security, VPN, Wireless, LAN Switching, IP- Routing and Network Infrastructure. The responsibility of his team is to enable online self-support for Cisco's customers & partners. His major focus is on coordinating & creating quality content in the form of articles, blog, videos, etc… and driving engagement with external customers and internal Cisco teams, customer satisfaction for the Cisco Support Community. Since 1998, he has been working within Technical Support and Services business. He's a humanities graduate with Honors Diploma in Information Technology & System Management.

Michael Deku

Senior Business Analyst

Michael holds the unique role of effectively capturing and documenting requirements of the Cisco Support Community team and users. He also leads support for community support inquiries, on-boards news communities, and plays a vital role in community quality assurance. Key expertise includes listening well, accurate documentation, and quickly resolving community inquiries. He strives to help the community become the most impactful and cutting edge support site in the world. As a key team member since 2010, he is very excited about all the community growth opportunities and mindful of the many very passionate users who are just as invested in this community. Michael holds degrees in Computer Information Systems and Marketing.

Anupama Ramesh

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.

Andy Maier

Cisco on Demand Product Manager

Andy works on Cisco on Demand product development, sales enablement, go-to-market planning, and marketing collateral. Andy joined Cisco in 2013 from CenturyLink where he led numerous e-commerce and cloud product initiatives including IaaS, SaaS, and business continuity. He has a background in global IT implementations for the Fortune 100 that segued into product management with Oracle for collaboration and social networking products. Recently, Andy has been working on Big Data and IoT studies to supplement his background in enterprise computing and analytics. Andy has a passion for innovation that drove him to found a startup in the educational testing space and leave the psychology PhD program. He has since owned and contributed to other startups. Andy has Bachelor’s and Master’s degrees in psychology.

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.

Alex Jelinek

Cisco Support Community Product Manager

Having recently joined Cisco, Alex is the product lead for the Cisco Support Community. He prioritizes features and roadmap plans. He also leads communications with some internal stakeholders to ensure they get the most from their communities, and helps drive operational and process improvements. Alex has led design, development, and launch of data-driven, lean-agile software products at both startups and many of the Fortune 500. He guided strategic decision making as both a product and project manager at various sized companies, including IBM, Gap, Sephora, and deCarta, an Uber company. His passion is to drive innovation and deliver great products as a result. He started out as a pre-med student, but quickly decided that a Bachelor of Science in Computer Science was the path of most interest.

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.

Monica Lluis

Community Expert Programs and Globalization Manager

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.

Cameron Wheeler

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.

Andy Chan

Global Programs Manager

Andy comes with over 15 years of experience in product engineering and project management. In his Cisco Support Community role, Andy is helping manage and expand the Expert programs and knowledge sharing events in the local language communities and work closely with the Local Community Moderators to ensure the quality program delivery. He is also working on the local language community platform and program enhancements.  His passion for product development and process enhancement, as well as his capabilities in working with different cultures are poised to taking the global programs to the next level and bringing more users to the local language communities with enhanced functionalities and features. He holds a MBA postgraduate degree and double major Bachelor’s degrees in Computer Sciences and International Business Management.

Lavanya Paneerselvam

Lavanya PaneerselvamTechnical Community Manager
Voice & Unified Communications

Lavanya is a Cisco Support Community Manager for the Voice and Unified Communications domain. She focuses on Voice and Unified Communication Technology and drives content collaboration and growth of the community with customers and partners. She is an Engineering Graduate in Electronics & Communication Technology. Since 2002, she has worked within the Telecom Industry with extensive experience in IP Telephony, Public Switched Telephone Networks (PSTN), Next generation Voice Networks & GSM Wireless Technology.

Rachna Lal

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.

Yanli Sun

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.

Mariana Luna

Cisco Support Community Moderator (Spanish)

Mariana, Program Manager for Cisco Technical Services LATAM, is moderator of the Support Community in Spanish, and has 8+ years of experience in the telecommunications industry. She previously worked at Cisco as Marketing Manager in Mexico, developing new business strategies. She has a degree in Business Administration from Universidad Mexicana, and a master's degree in Marketing with a minor in Digital Marketing. Mariana also speaks Portuguese and her native language is Spanish.

Kayo Biscaro

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.



Expert Interviews

Meet John Blakley, Cisco Designated VIP 2013-2015
“I like puzzles, and solving someone’s problem in the forums is like doing a puzzle!”.

Release Update for August - November Enhanced Search with numerous improvements WYSIWYG Editor – installed TinyMCE & overhauled community editor, updated numerous feature...
Posted on Thu, 11/19/2015 - 19:06
Cisco Support Community Director Jamal Haider presented at the sold-out Acquia Engage conference in Boston in October on how the Community on the Drupal platform has enabled h...
Posted on Wed, 11/11/2015 - 12:18
Welcome to Cisco Live Cancun 2015 . We are ready. Are you? vip-dinner-photo3.jpg The Cisco Designated VIPs and Hall of Fame members are the c...
Posted on Wed, 11/04/2015 - 06:12
View the latest, and sign up for our Cisco Support Community newsletter to receive monthly community highlights, contributor recognition, top monthly awards, Expert Events, K...
Posted on Thu, 09/24/2015 - 16:08
Are you going to Cisco Live Cancun November 2 through November 5, 2015?  If so, stop by the Cisco Support Community pod in the Technical Solutions booth, located in "The Hub"....
Posted on Mon, 09/21/2015 - 09:00
Cisco Support Community Wins Technology Standard of Excellence Award:  We are so very grateful to you, our community members, for helping grow this community!  It is because o...
Posted on Fri, 09/18/2015 - 18:34
Thanks to all of our great community members, Cisco Support Community on Facebook recently achieved another milestone of over 700K followers – a compelling testament to all of...
Posted on Fri, 09/18/2015 - 11:12
Cisco Support Community Leaderboard programs were referenced as a best practice in community engagement in this highly respected best-in-industry guide.The Support Community i...
Posted on Fri, 09/18/2015 - 10:34
We have created a whole set of self-help videos to get the most of your experience on the Cisco Support Community. You can view them below or go to the help section of the Cis...
Posted on Wed, 09/09/2015 - 15:59
We have some great webcast that have taken place in the last few months on the Cisco Support Community and some of the events even had record breaking attendance. In case you...
Posted on Tue, 08/11/2015 - 16:00
 This blog is intended to help you understand the Fax services over IP Network, Fax/Modem Pass-through, Relay and Store-forward.Like Voice and video, Fax and modem communicati...
Posted on Wed, 07/29/2015 - 21:10
This blog provides the list of Mandatory and Optional Architectural elements to support IP PSTN SIP Trunking in Enterprise network and at the Service provider end. Enterprise...
Posted on Mon, 06/29/2015 - 19:46
Some new Collaboration, Voice and Video Community videos have recently been posted to the Cisco Support Community.Take a look at some of the videos just added to the community...
Posted on Fri, 06/26/2015 - 14:40
Cisco on Demand is a cloud-based application for community-centric problem resolution that delivers a personalized, proactive support experience enriched by Cisco’s deep knowl...
Posted on Tue, 06/23/2015 - 08:26
 Cisco Live is Cisco’s premier annual user conference where partners and customers learn new technologies, discuss business trends, share ideas and network!This past week, we...
Posted on Tue, 06/16/2015 - 18:39
This Ask the Expert session will cover Unity Connection Single Inbox feature (Unified Messaging). This will give you an opportunity to learn, configure and troubleshoot issues...
Posted on Tue, 06/09/2015 - 12:38
This Blog is written by "Viten Patel", is working as Technical Marketing Engineer (Converged Access) at Cisco. He was working as Wireless Escalation Engineer - Cisco TAC and h...
Posted on Sat, 05/23/2015 - 04:33
Posted on Thu, 05/21/2015 - 17:07
 Viten Patel is working as Technical Marketing Engineer (Converged Access) at Cisco.  He was working as Wireless Escalation Engineer - Cisco TAC and holds many wireless  certi...
Posted on Wed, 05/20/2015 - 20:54
Viten Patel is working as Technical Marketing Engineer (Converged Access) at Cisco. He was working as Wireless Escalation Engineer - Cisco TAC and holds many wireless certific...
Posted on Wed, 05/20/2015 - 12:15