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.
Helena Pechaver Starc
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 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 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.
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.
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.
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.
Mobile Product Manager
Thomas is Product Manager for the Cisco Support Community mobile applications and mobile experience. He ensures that the mobile experience meets users' needs and drives the mobile development process. Previously, he was a product manager at Cengage Learning where he developed student and faculty-facing mobile products, improved product conception and user research processes by understanding how users utilize mobile technology. He also has product development experience from working with Six Things, HotChalk, and TiVo. He holds a Bachelor of Arts from Montana State University and is a certified ScrumMaster.
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 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.
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.
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.
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.
Technical 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.
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.
Shobha is responsible for internal metrics and analytics reporting for the Cisco Support Community and all internal stakeholders. While she joined the team in 2015 as a lead database analyst, she has ten years of Cisco experience, including in finance on revenue allocation reporting, integrating financial data for Cisco acquisitions, and as a reporting analyst for software services opportunity management reporting. Her prior experience includes key roles with Apple, HP, and several startups. Shobha holds a Masters in Computer Science and a Bachelors of Engineering from the College of Engineering, Pune, India.
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 (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.
|Technical Community Manager|
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Voice & Unified Communications