Technical problem determination, customer advocate, critical situation handling.

I am currently working at Ricoh Production Print Solutions, Boulder, Colorado, testing future technology offerings in the high-speed inkjet printer market.

My last position as a Product Engineer in Production Printers called for me to act as an advocate for the customer. I accepted customer problems that had passed two other levels of support, but had not been solved. I use tools internal to the printer control unit, network traces, datastream viewers (AFP, PDF, PCL), and analysis of the customer workflow to drill down the customer's printing problem. I acted as a liaison between the customer and our development organization to solve the problem as quickly and completely as possible, to the customer's ultimate satisfaction.

Product Engineer-Microcode, Developer in TCP/IP attachments

Volunteer firefighter, Lieutenant and later Station Captain

Worked at customer locations to design and implement client/server solutions to ease use of legacy information systems.