Mark Clem

Mark Clem Email and Phone Number

Customer Incident Manager at Dell Technologies @ Dell Technologies
round rock, texas, united states
Mark Clem's Location
Salt Lake City, Utah, United States, United States
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About Mark Clem

I have great debugging and troubleshooting skills honed through on-the-job experience at start-ups (< 10 emp), small to medium businesses (10-500 emp.), and large companies (50,000+ emp.). I have experience in corp ops, net ops, IT ops. data center, server admin, end-user support and help desk. I love learning and I am constantly training myself on new technologies, methodologies, protocols, and skills. Whenever I run across a new technology to administer or troubleshoot, I will research it, study available documentation, work with vendors and experts, and learn as much as I can about it on my own.I work well with a wide variety of people, from executive staff, to technical users and non-technical staff, and treat all with professionalism and courtesy. I enjoy working across different departments and groups. I'm very adaptable even with short notice, even filling in for other teams and departments when needed or doing ad-hoc projects for the company.In short, I'm methodical and efficient when it comes to troubleshooting tough problems. I have administrative knowledge and working experience with a wide range of applications. I have great personal skills and patience interacting with all types of end-users from the technophobe to engineering rock stars, face-to-face and remote. I work well with all departments and groups. I'm adaptable and flexible, willing to apply myself where needed or to handle special situations and projects.

Mark Clem's Current Company Details
Dell Technologies

Dell Technologies

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Customer Incident Manager at Dell Technologies
round rock, texas, united states
Employees:
270292
Mark Clem Work Experience Details
  • Dell Technologies
    Customer Incident Manager
    Dell Technologies Jan 2024 - Present
    Draper, Utah, United States
  • Virtustream
    Global Escalation Manager
    Virtustream Oct 2020 - Dec 2023
    Draper, Utah, United States
    Ensured suitable levels of service personnel, effective communication, and coordination of problem-solving efforts between support teams, account teams, field service personnel, and customers during high-priority incidents. Coordinated with technical teams, customers, and account teams to determine the best course of action and generate support plans to resolve moderately complex problems. Lead internal and executive communications and coordinated external customer communications through service desk channels. Participated in post-resolution activities surrounding root cause analysis and problem management.
  • Virtustream
    Senior It Operations Specialist
    Virtustream Apr 2017 - Jan 2020
    Draper, Utah
    Aggressively monitored systems to document, escalate, and resolve system events and outages using ITIL best practices. Troubleshot complex technical problems across multiple independent services and platforms. Ensured proper thresholds and infrastructure/application information are validated and set appropriately. Communicated with cross-functional and inter-departmental teams, including executive and managerial audiences, to provide clear and consistent incident progress, and resolution updates. Utilized a variety of internal and external sources to investigate technology, build knowledge, resolve incidents, and contribute to internal knowledge base and departmental documentation. Provided technical expertise in cross-functional and intra-departmental efforts. Worked on multiple incidents and/or projects simultaneously. Prioritized and delegated incidents based on the impact to total customer experience. Leveraged experience and technical knowledge across multiple Operating Systems, and technical disciplines to lead process and technical improvements to the IT environments and overall customer experience. Maintains professional demeanor under pressure possessing a can do attitude, to keep the resolution process moving in a positive direction. (Contract-to-hire position via ConsultNet)
  • Seagate Technology
    Senior Staff Analyst
    Seagate Technology Oct 2014 - Mar 2016
    San Francisco, Ca
    Provided desktop support. Used ticket system. Deployed Cisco TelePresence. Migrated users from Outlook/Outlook 365 to Gmail and SharePoint, File servers, and Office suite to Google Apps. Worked to give Security teams access to ProWatch (badge and building access) software in the SF office. Supported InfoSec and IT Security to investigate security violations such as SourceFire IPS triggers, virus and malware detection, and PC software policy violations.
  • Evault, Inc.
    Helpdesk Manager
    Evault, Inc. Feb 2007 - Oct 2014
    Santa Clara, Emeryville, And San Francisco, Ca
    Western US HelpDesk manager. Managed Avaya IP-Office with SCN interoffice calling, enhanced menu tree, and voice mail. LifeSize admin: SIP and H.323 configuration, and Lync integration. Moved servers, PCs, and phone system to Emeryville. NEC NEAX2000 PBX admin: added 2 PRI and 200 DID. Moved office again to new SF location on schedule. Emergency Corp Ops admin. Setup SCCM 2012. Managed ProWatch (badge and building access). Coordinated with InfoSec to implement updates, and investigate security events.EVault was called Seagate Services in 2007. It became i365, A Seagate Company in September, 2008, and then EVault, Inc. in December, 2011.In October, 2014, EVault, Inc. was merged into Seagate Technology.
  • Metalincs
    It Manager
    Metalincs Aug 2004 - Feb 2007
    Mountain View, Ca
    Provided IT specifications, product recommendations, procurement, and support for CorpOps (Active Directory, SharePoint 2003, file and print Servers, printers, and Phone System), NetOps (internal and internet connectivity, troubleshooting, coordinating repairs with service providers, and evaluating network architecture for users' needs), and Desktop Support (Help Desk, procuring PCs, software, and peripherals).MetaLINCS was acquired by Seagate Services (EVault, Inc.) in February, 2007.
  • Mips Technologies
    Customer Delivery Manager
    Mips Technologies Feb 2002 - Aug 2004
    Mountain View, Ca
    Maintained customer delivery website back-end server and code. Created account, added MIPS IP and other files as specified in contracts, and delivered access to information to customer immediately after contract officially signed. Ran audit reports of IP delivery to declare Sarbanes-Oxley compliance with all sales deliveries.
  • Mips Technologies
    Independent Contractor
    Mips Technologies Oct 2001 - Jan 2002
    Mountain View, Ca
    Responsible for IT and Engineering assets during the closure of the MIPS Denmark office. Audited and inventoried equipment. Packed and arranged transport of equipment to UK and US offices. Arranged for wholesale furniture sale and removal. I transitioned to MIPS full-time employee upon completion of the contract.
  • Ikos Systems
    Director Of Is
    Ikos Systems 1986 - Apr 2001
    San Jose, Ca
    Built models (logic and timing) for major ASIC vendor libraries. Developed tools to automate the import of timing data supplied by vendor into logic model libraries. Set up internet connectivity and managed class B internet numbers assigned to IKOS. Managed and supported desktop PCs, Sun servers. Investigated new software and hardware products on the market for potential fit and benefit to company. Mentor Graphics acquired IKOS Systems in April, 2001.

Mark Clem Education Details

Frequently Asked Questions about Mark Clem

What company does Mark Clem work for?

Mark Clem works for Dell Technologies

What is Mark Clem's role at the current company?

Mark Clem's current role is Customer Incident Manager at Dell Technologies.

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What is Mark Clem's direct phone number?

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What schools did Mark Clem attend?

Mark Clem attended University Of The Pacific.

Who are Mark Clem's colleagues?

Mark Clem's colleagues are Chotibul Damara, Faizan Ahmed Qureshi, Lee Ling Tan, Zachary Mcallister, Fatouma. Moussa, Rebecca Hales, Kenji Amano.

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