Will Tucker

Hi, I'm Will Tucker. Welcome to my profile!

Will Tucker's Bio:

Will Tucker's Experience:

• User Experience Designer at Redmond Technology Partners

  April 2012 - September 2012

  o Designed web- and mobile-based interactive solutions for medium to large organizations. o As part of a team, contributed to the successful launch of a multi-platform mobile children's game.

• IT Manager at Porter Novelli

  November 2007 - April 2012

  Served as sole point of contact for technology related issues for local office of 30 employees as well as remote offices in other locations in North America, ranging from application- and OS-based assistance to larger network related issues. Maintained local and remote file servers, performed access management, data backups and restorations. Managed local and remote office telephony and voicemail servers. Oversaw local and remote office asset leasing, ensuring equipment was returned at end of lease and purchased, prepared and deployed new equipment. Assisedt office teams with the preparation and evaluation of client technology and equipment, including computers, printers, scanners and other specialty devices. Designed and created documents, presentations and graphics for large client organizations, such as HP, The Centers for Disease Control (CDC) and Wizards of the Coast. Standardized and documented process and procedure for local and remote office IT duties. Trained users on IT-related requirements and process.

• Business Systems Analyst at Starbucks Coffee Company

  October 2006 - November 2007

  Designed new processes, tools and enhancements to support business unit requirements. Acted as subject-matter expert in cross-functional teams to provide recommendations for new initiatives or projects. Analyzed current tools and systems, including Oracle/Siebel-based asset management system, to make recommendations for development. Assessed benefits to be derived from improvements and quantify impact to business. Defined system requirements based on business needs. Worked with IT, functional analysts and vendors to coordinate system-wide enhancements. Monitored usage, practices and trends to identify potential and actionable problems. Participated in testing of system functionality to ensure user acceptance and introduction of new technology into the business unit/department. Prepared training tools, materials and field communication updates, collaborating with business group management to ensure that training materials support the needs of the functional area.

• Sales Engineer at LexisNexis Applied Discovery

  April 2006 - October 2006

  Served as technical liaison between Sales and Product Performance and Development groups to facilitate the acquisition of new clients. Designed, developed and supported sales team processes and resources. Authored internal Knowledge Base content as well as customer facing sales documents. Prepared responses to RFI (Request for Information) and RFP (Request for Proposal) documents for potential clients. Maintained and administered product demonstration databases. Provided answers to technical questions regarding products and services to Sales staff and potential clients.

• Escalation Specialist at Microsoft

  February 2001 - April 2006

  Member of first generation team created to identify inefficient customer support practices and implement solutions for improvement. Collaborated with leading customer service contractors Convergys and Transworks to develop and refine support-related processes for Microsoft. Frequently performed User Acceptance Testing (UAT) with Customer Relationship Management (CRM) applications, developed both internally and by Siebel and Talisma. Authored customer response content, training materials and process documentation for use by internal Microsoft departments and subcontractors.

• Cryptologic Linguist at USAF

  1991 - 2000

  From the USAF description of "Cryptologic Linguist": "Intelligence comes in many forms from around the world, and often it's in a foreign language. As a Cryptologic Linguist, you become proficient in a language like Persian Farsi, Chinese, Russian, Pashtu, Japanese or Korean in order to receive, record, translate, evaluate and report your findings. Working in this field requires a security clearance so you won't be able to talk about what you do every day but know that your efforts go a long way in helping the Air Force fulfill its mission."

• Senior Account Executive, PN Labs Technical Manager at Porter Novelli

  September 2012

  As the Porter Novelli Labs Technical Manager I provide IT support and technical expertise for the company's product reviews programs and testing lab. I work closely with the PN Labs Director and Product Reviews team to develop, maintain and evolve the product reviews capacity at the Porter Novelli Seattle office, provide technical expertise and perform troubleshooting with a team member and media (product reviewers) or clients (product managers and PR managers) and serve as a resource and advisor for Porter Novelli's technology practice and its leaders. Job Duties o Research, evaluate and create testing methodology for consumer and business technology products o Conduct testing of client and competitor products; train other employees on the testing process o Report all product issues within the appropriate tracking system o Create documents and reports that summarize test results for clients o Prepare products for delivery to specific reviewers o Troubleshoot product issues during the reviews lifecycle, both with product reviewers and client contacts o Maintain the lab's technical infrastructure including software, hardware, network and servers o Consult with Porter Novelli teams on Requests for Proposal that have a product reviews component o Perform industry research o Help produce written materials for media including: reviewer's guides, FAQs, fact sheets and presentations o Work with the Leadership Team in the Seattle office to market the lab and reviews expertise externally and across the Porter Novelli network. o Assist with lab construction and maintenance o Assist with tour and events on-site set up, as needed

Will Tucker's Education:

• Cascadia Community College

  2000 – 2004
  A.S., Integrated Studies

• Defense Language Institute, Foreign Language Center

  1991 – 1995
  Diploma
  Concentration: Russian Language, Intermediate Level