William Tucker Risley Email & Phone Number

▪ Assisting with complex technical transactions that could not be handle at Level 1 or Level 2 technical support.▪ Advanced customer service skills related to customer satisfaction and communication.▪ Advanced Troubleshoot skills/Last point of contact to resolve issues before development▪ Subject Matter expert for various Learning Services Products. ▪ Working with a team to support and integrate cross functional platforms.▪ Strong Time Management skills to resolve tasks in a timely manner.▪ Mentoring, Coaching, and Training Level 1&2 Agents on Processes and Products.▪ Developing documentation and training material centralized around improving agent skills.▪ Providing assistance with on boarding, testing, and development of new products, company tools, and software.▪ Project Management skills.▪ Advanced written/oral communication skills with ability to tailor communications to all audiences.▪ Proficient with setup, configuration, and troubleshooting PC, Mac, and Mobile computer hardware.▪ Proficient with Windows and Mac desktop operating systems and browsers.▪ Working knowledge of web technologies like Web Filtering devices, and Proxies.▪ Using SQL to query data to troubleshoot reporting issues.▪ Providing proactive assistance to high stakes customers by helping with failed data ingestion.▪ Altering Batch and Properties files to ensure integration with Student Information Systems is working properly.▪ Troubleshooting Parsing errors and Failures for integration with Student Information Systems.▪ Data Integrity of customer data to ensure a consistency and accuracy of data management including users and reports.

Phoenix, Arizona Area

▪ Assisting with complex technical transactions that could not be handle at Level 1 or Level 2 technical support.▪ Advanced customer service skills related to customer satisfaction and communication.▪ Advanced Troubleshoot skills/Last point of contact to resolve issues before development▪ Subject Matter expert for various Learning Services Products.▪ Working with a team to support and integrate cross functional platforms.▪ Strong Time Management skills to resolve tasks in a timely manner.▪ Supervising Phone queues to ensure Level 1&2 Agents are following process.▪ Mentoring, Coaching, and Training Level 1&2 Agents on Processes and Products.▪ Running Quality Assurance reports on interaction stats and performing call/documentation reviews to ensure Agent quality.▪ Developing documentation and training material centralized around improving agent skills.▪ Working with department leaders to identify trends and purpose best practices.▪ Assisting Level 1&2 Agent through chat as last resource to help achieve first call resolution.▪ Providing assistance with on boarding, testing, and development of new products, company tools, and software.▪ Taking Supervisor calls to provide customer satisfaction and assistance.▪ Project Management skills.▪ Conducting Interviews for Level 2 agents.▪ Advanced written/oral communication skills with ability to tailor communications to all audiences▪ Proficient with setup, configuration, and troubleshooting PC, Mac, and Mobile computer hardware.▪ Proficient with Windows and Mac desktop operating systems and browsers.▪ Working knowledge of web technologies like Web Filtering devices, and Proxies.▪ Performing data governance for ticketing system and product website databases.

▪ First contact for technical support with K-12 Teaching products including but not limited to: PSN, PSN+, SuccessMaker, eText for Schools, WriteToLearn, Dash, OLE and iLit.▪ Provide exceptional Technical and Customer service to Teachers, Parents, Administrators and Students from Schools and Districts across the world.▪ Strong knowledge of various technologies including mobile applications to help provide students with the most current advances in teaching through digital learning.▪ Assisting with installation, maintenance, and troubleshooting of school systems hardware, peripherals, software, user accounts, and/or applications.▪ Using a ticketing system to document trouble-shooting incidents and escalate incidents that need further action from a different group or source.▪ Working with various departments to achieve the best service to the customer. ▪ Mentoring training, and collaborating with teammates on various process to provide a uniform and exceptional experience to the customer▪ Perform call reviews of peers to help provide feedback used to improve future interactions with customers.▪ Calling back customers with High Priority cases to explain current status and/or help resolve issues.▪ Assisting with on-boarding new products to ensure a smooth transition from advanced support to Tier I.

Gilbert, Arizona

▪ Perform new installation and upgrades of servers, workstations, printers, faxes and copiers.▪ Install, maintain and troubleshoot LAN, WAN and data communications equipment.▪ Travel & Remote to all company locations to troubleshoot hardware and software issues.▪ Run routine maintenance and security checks on all site networks.▪ Computer Setup & Configuration▪ Virus, Spyware & Malware Removal▪ Physical Cleaning & Performance Optimization▪ Registry Errors & Temporary File Cleanup

▪ First contact for technical support with service requests, company equipment, software, and/or report-related inquiries and/or permissions.▪ Setting up new employees with IT equipment, email accounts, and appropriate access to various company applications and distribution lists.▪ Creating and issuing ghost images on a large variety of laptops and netbooks.▪ Tracking employee equipment, passwords, and other important information using internal database.▪ Creating and issuing users space on in-house server.▪ Worked with Verizon’s business account to add features, swap phone ESNs, change phone numbers, add new lines, etc.▪ Purchasing all IT related equipment for my region. ▪ Training employees on new or existing technology and software.▪ Teaching introductory IT Orientation for new employees.▪ Using a ticketing system to document all IT related issues. ▪ Developing documents, forms, reports, charts, and graphs for IT related issues, software, or technology.▪ Implement a HIPPA approved technical environment.▪ Trained in:o Windows 7/Vista/XP Supporto Wireless Network Supporto Phone support for Androids, and Blackberrieso Printer Support o Microsoft Office Supporto Open Office Supporto Care plan and Charting Supporto Various air-card/VZ access manager Support

▪ Providing exceptional customer service. ▪ First contact for technical support with service requests, campus equipment, software, and/or report-related inquiries and/or permissions.▪ Assisting with installation, maintenance, and trouble shooting of campus systems hardware, peripherals, software, user accounts, and/or applications.▪ Developing helpdesk articles for Knowledge Base, pertaining to IT resources for assisting with IT related problems, software, and technology.▪ Training employees on new or existing technology and software.▪ Providing Remote Assistance for Windows 7 and XP users.▪ Using a ticketing system to document trouble-shooting incidents and escalate incidents that need further action from a different group or source. ▪ Providing support for Microsoft Suite programs such as Word, Excel, PowerPoint, and Outlook ▪ Developing documents, forms, reports, charts, and graphs for IT related issues, software, or technology.▪ Trained in:o Windows 7/XP Supporto Wireless Network Supporto Email support for Androids, Blackberries, and iPhoneso Blackboard Supporto Mac OS X supporto Peoplesoft Supporto Printer Support o Printer Toner/Ink Replacemento Deep Freezeo Adobe Supporto User Account Support

Bachelor'S Degree, Technical Management W/ Concentration In Computer Information Systems

Associate Of Arts (A.A.), Graphic Design