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.

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.

• 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.

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

• 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.

• 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.

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

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