Don R. Crawley, CSP, Linux+ and IPv6 Silver Engineer, is a lifetime geek, plus speaker and author of seven books ranging in subject from Cisco to Linux to compassionate communication. His focus is on helping IT and other technical staff to master the arts of customer service and communication. He is also President/Chief Technologist of the Seattle-based IT training company, soundtraining.net. He has more than four decades experience working with workplace technology and automation and holds multiple technical certifications. In addition to being a best-selling author, he has spoken before audiences in all 50 states and Canada, the Sultanate of Oman, India, Ireland, Scotland, Great Britain, and Australia. In his spare time, he plays the pipe organ, watches the ships on Puget Sound, and laughs with his family.