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.

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 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.

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.

Hilda Arteaga

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. 

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.

Alex Jelinek

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. 

Monica Lluis

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.

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.

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.

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.

Yu Sato

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.


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!”.

Hearty Congratulations! I would like to congratulate Chris Deren for becoming our newest inductee into the Cisco Support Community Hall of Fame. His contributions over the p...
Posted on Thu, 01/26/2017 - 15:05
Congratulations! It is with great excitement that we announce the 2017 Cisco Designated VIP class for the Cisco Support Community. The Cisco Designated VIP program recognize...
Posted on Wed, 01/25/2017 - 20:37
sergey_goffert Сергей Гофферт Мы рады представить Вам Сергея Гофферта - самого активного участника Сообщества Технической Поддержки Cisco в 4м...
Posted on Fri, 01/20/2017 - 04:07
IDG Enterprise has awarded the Cisco Support Community with The Digital Edge 25 Award  in 2016. This award recognizes a select group of digital achievers whose organizations h...
Posted on Fri, 04/15/2016 - 10:52
Problem: It was one of those cold February winter nights, when I sat down on my comfy couch, late in the night determined to finish my slide deck for Cisco Live Berlin session...
Posted on Wed, 03/23/2016 - 10:54
Every year The Stevie Awards for Sales & Customer Service recognize the achievements of call center, customer service, and sales professionals worldwide. During the 10th...
Posted on Tue, 03/08/2016 - 09:28
Over 5000 attendees are expected at Cisco Live Berlin February 15 - 19, 2016:  will you be there? home-berlin-960x450-1.jpg In the Customer Suc...
Posted on Thu, 01/14/2016 - 11:34
The Cisco Designated VIP program recognizes the top external individual contributors in Cisco's online communities, including the Cisco Support Community and the Cisco Learnin...
Posted on Tue, 01/12/2016 - 10:17
Hundreds of attendees collaborated on Open Technologies at Appnovation’s first-ever Accelerate Conference in San Francisco November 18, 2015.  Cisco Support Community Senior M...
Posted on Tue, 12/08/2015 - 12:08
Cisco Live Cancun was once more a very successful event. More than 5100 customers and partners congragated at the Moon Palace Hotel to attend this event.  The Cisco Support Co...
Posted on Mon, 12/07/2015 - 13:28
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
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