October, 2007

In this issue:

• Canto News
• Cumulus Integration with Adobe CS3
• Canto Employee Profile: Tech Support Specialist, Larry Bosworth
• Cumulus Power Tips

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Canto Employee Profile Canto Technical Support Specialist, Larry Bosworth How does a passion for art evolve into a drive to help others day after day—and even on nights and weekends?
	Canto Technical Support Specialist, Larry Bosworth

"Canto support, this is Larry" are the five most encouraging words a Cumulus user in distress can hear. They are an assurance to the caller that whatever problem ails them is about to be tackled by one of the most resourceful and understanding support professionals the world over.

Larry Bosworth joined Canto in 2004, and his timing couldn't have been better: "At the time I was hired, Canto was down to only a few US tech support people. Right after I was hired, another left. No one had the time to sit down with me and teach me how Cumulus worked. I ended up learning Cumulus the same way most users do: by trial and error and reading through the docs." He credits this trial-by-fire education for helping him appreciate the perspective of each caller he helps: "I know what it's like to be under the gun when something goes wrong. I try to never forget that when I'm talking with customers."

While his Cumulus self-education kept him busy on nights and weekends that first year, work after work remains a practice for him today: "I check [the support ticket system] all the time. Many questions I can answer quickly, so I figure there's no need to make the customer wait until the following day or week."

Canto's San Francisco office building—one of Bosworth's photos that appears on the Canto website.

Why such off-the-clock dedication to people he's never even met? "My main passion in life is art," the budding photographer explains. "I love to go to museums and just experience it. I think of a talent like Picasso and how despite everything, yet he remained dedicated to his art. That's what it's all about for me." And this has to do with tech support how? "Cumulus users are usually creative and many of them use Cumulus to manage fantastic collections of art," he explains. "I speak to these people and I often wonder if I'm talking to the next Picasso. Sometimes I'm sent sample files for testing and I'm in awe of the the talents our users have." Degrees in Computer Science and English well prepared Larry for his current position, but technical support wasn't always his goal. Larry-the-kid had other plans.

"I wanted to be a detective when I grew up," he admits. "I liked the idea of helping people, and the added bonus of piecing together a puzzle really appealed to me."

Not such a far stretch from technical support after all.

"I probably would have gone the detective route, but there there was that whole being-shot-at thing. I figured I could find something less dangerous. My first year with Cumulus I wasn't so sure I had!"

A native to Northern California, Larry continues to live, with his wife, in the part of the world he was born. He describes San Francisco as a wonderful place to work, but not what keeps him coming back day after day: "The people I work with, the customers I help and the partners Canto has are the reasons this works for me."

So, if Picasso were alive today, would he be using Cumulus to manage his works?

"Absolutely without a doubt!" Larry confirms.

And what would Larry say to Picasso if he called in for support?

"That's easy! I'd say, please send sample files—as many as you can!"

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Also in this issue:

• Canto News
• Cumulus Integration with Adobe CS3
• Canto Employee Profile: Tech Support Specialist, Larry Bosworth
• Cumulus Power Tips