Marc Rawlins Email & Phone Number

Pleasant Grove, Utah, United States

Pleasant Grove, Utah, United States

Draper, Utah

Develop KPIs and Metrics for Enterprise Global VxRail Support Team.-Ownership of VxRail hyperconverged backlog and driving reduction to enhance E2E customer experience.-Effective in positive performance management to ensure team members are successful and thriving.-Responsible with leading 18-22 direct reports.-Maintain SLA commitments for CSM ticket.

Draper, UT

• Core support team member for Diamond Service Desk & Virtustream Storage Cloud
• Apply advanced systems level technical expertise to resolve complex customer issues.
• Managing the hiring and training technical support engineers.
• Responsible for creating, managing KPI reportng dashboards in ServiceNow
• Leading the team in maintaining SLA commitments for ITSM and CSM ticketing.Responsible with leading a team of 24 direct reports, 16 AMER | 8 EMEA
• Create, develop, on-boarding documentation for new staff. Ensure team members are fully trained on Cloud technologies & products.

Pleasant Grove, UT

- Senior Analyst for the EMC Rubicon operations team.- Core support team member for EMC Elastic Cloud & Object Storage products- Working with cross functional teams in resolving customer issues; identify and provide resolutions to a diverse range of technical problems.- Applying technical support expertise to independently diagnose and resolve complex.

Mozy Pleasant Grove Utah

• My primary role is providing support for larger accounts such as enterprise, resellers, SMB business partners. I'm also also responsible for escalations for smaller accounts such as home accounts.
• Diagnose, solve, and collaborate on complex escalated issues.
• Help guide and train other technicians on troubleshooting and resolving issues.
• Subject Matter Expert for Restores, and DataShuttle

Pleasant Grove

• Participated and passed VCP certification
• Selected to be Mac & Mobile SME
• Assist clients in troubleshooting
• Consistently obtained CSAT 4.60 and higher

• Accurately process all financial service transactions. Participate in client appreciation events. Maintain responsibility for cash drawer and follow proper balancing procedures.
• Teller of the Month July 2009
• Consistently obtained over 150% in 3rd Quarter
• Booked total $70,000 KIS Referrals
• Scheduled Key@Work(s) / presented to prospect/existing businesses

Greater Salt Lake City Area

• Communicating to customers what makes CarMax unique - Interviewing customers to determine their needs and wants - Presenting our vehicles - Taking test drives - Running credit applications - Processing transaction.
• Ranked #1 consultant in buy percentage
• Consistently obtained 9 car sales per month
• Sales Consultant of the Month September 2008

American Fork Utah

Was responsible for activations, upgrades goals, while continuing providing excellent customer service- Activation attainment 150% year end 2007- Total opps attainment 119% year end 2007- Customer feedback attainment 93% year end 2007

Greater Salt Lake City Area

• Manage the sales floor
• Assist store manager with retail time and attendance
• Proficient in Front Office/Back Office
• Provide customer service
• Train and Motivate team members

Granite Bay, California

• Expanded clientele using marketing strategies
• Advertised business
• Scheduled appointments
• Billed and managed customer accounts
• Built company from start-up to $1,500 revenue per month
• Signed contract with General Motors largest Bailment Pool for Northern California