Maxfield Allison

Ricoh USA, Inc. · Customer Engineering Services

• Named application owner and single global escalation point for an enterprise output-management platform on Azure, serving thousands of devices across four global regions.
• Cut platform-related support ticket volume 38% year over year, measured in the customer's ServiceNow, by stabilizing the operating model and driving process and self-service adoption.
• Redesigning the enterprise account's operational data and documentation to support agentic systems and Microsoft Power Automate flows.
• Made the business case for a production-mirrored non-production environment, won the funding, and defined its design, sizing and resource requirements across three organizations, delegating provisioning to the platform teams.
• Identified and drove correction of configuration faults in cloud firewall and microsegmentation layers owned by other teams and vendors, including one degrading DNS for the platform globally.
• Contributed to the architecture decisions for the on-premises to Azure migration and the geo-redundancy re-architecture.
• Set the operating standard for a global support team and coached multiple specialists into primary platform roles.
• Identified the GPO scoping requirement in the TLS 1.0/1.1 and legacy LDAP remediation and owned the IIS and application-layer changes; automated internal certificate renewal.
• Authored the platform's canonical backup and recovery runbook, now used company-wide for major-incident response.
• Top-tier customer survey scores with personal recognition; contributed to a five-year contract renewal.

Ricoh USA, Inc.

• Implemented and managed advanced output-management solutions for education, healthcare, and multinational corporate clients.
• Led a security enhancement for a large healthcare institution, updating several thousand devices across multiple sites and applications to SNMP v3.
• Worked alongside vendor and partner engineers on the migration of an on-premises output environment to Azure, verifying the consolidation and correcting errors during rollout.
• Authored extensive documentation (knowledge-base articles, guides, runbooks) and served as a trusted technical consultant to client stakeholders.