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 support tickets 38% year over year, measured in the customer's ServiceNow, through improvements to operations, documentation and self-service.
• Reworking the account's operational data and documentation for use by AI agents and Microsoft Power Automate flows.
• Won funding for a test environment that mirrors production and defined the design, sizing and resource requirements across three organizations. Platform teams own provisioning.
• Found configuration faults in cloud firewalls and microsegmentation, including one breaking DNS globally, and worked with the responsible teams and vendors to get them corrected.
• Contributed to the architecture decisions for the on-premises to Azure migration and the geo-redundancy re-architecture.
• Established procedures for a global support team and coached specialists into primary platform roles.
• Identified which platform servers needed group-policy changes during legacy-protocol remediation. Owned the IIS and application changes and automated internal certificate renewal.
• Wrote the backup and recovery runbook now used company-wide during major platform incidents.
• Earned top-tier customer survey scores and personal recognition from the client; contributed to a five-year contract renewal.

Ricoh USA, Inc.

• Implemented and managed output-management systems for education, healthcare, and multinational corporate clients.
• Led an SNMP v3 security upgrade across several thousand devices at a large healthcare institution.
• 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.
• Wrote knowledge-base articles and runbooks, and helped client teams work through technical problems and proposed changes.