Andrew Connan has a BA in history, an MBA in management, and is a technical writer/editor with TAC Web, the Cisco Systems e-support site. Vincent Russell, CCNA, started with the Cisco Technical Assistance Center (TAC) Web Team in 1997 as a technical writer. He is now a business program manager for the TAC Web Customer Interface Team at Cisco Systems. Vince bas a BA in technical writing from San Francisco State University.