Show and Tell: Randy Rawlins

A Q&A with an IXL Technical Support Analyst

April 26, 2016

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Life at IXL

Meet Randy Rawlins, a computer whiz and Technical Support Analyst at our Raleigh office. Find out about his racecar aspirations, how he’d survive a zombie apocalypse, and more!

The Basics 

Name and title: Randy Rawlins, Technical Support Analyst 

Has been at IXL for: 9 months

Hometown and current city: Grew up in Lawrenceville, N.J. Currently lives in Raleigh, N.C.

 

Life at IXL

What did you do before coming to IXL?

Right before I came to IXL, I was the support analyst for a real estate software company. Before that, I was the technology coordinator, and then a computer science teacher, for a school in south Florida—Hollywood Hills Elementary.

What do you do at IXL? What does your role entail?

Day to day, the primary thing is helping customers with any technical issue they encounter on IXL or Quia Web. I take calls and emails from a wide range of subscribers, in the U.S. and internationally, to resolve issues. With intellect, charm, and patience, we walk them through and fix the issue while giving them a great customer experience.

What qualities does it take to do your job?

The key part of the job is the analyst part. When you’re resolving problems on the fly and you’re faced with different technical issues, it’s up to you to piece those things together to come up with a solution. It’s something that requires patience and an ability to quickly resolve issues. It’s kind of like putting together a puzzle or doing detective work.

What’s one of your favorite things about working at IXL?

Oh man, IXL is so open. It’s an energetic company that’s open to new ideas and is definitely moving ahead. It’s great working on an awesome team and being surrounded with a group of smart people with many different skill sets. Everybody is self-motivated and loves where they are and really wants to add to the product, to the workplace, and to the overall IXL experience. I think the name IXLers encompasses everything. [laughs] We are “I excel-ers.”

 

Life beyond IXL

Tell us about someone you admire.

Bill Gates is a person that I follow. After his Microsoft years, he’s become quite the leader. He’s done a lot of philanthropy work around the world helping those in need.

As a child, what did you want to be when you grew up?

I actually wanted to be a racecar driver. I really like driving shifter karts [go-karts with gears]. I’ve slowed down a bit now, but “karting” is one of my to-do things when I have free time. I was even briefly in an amateur race league with Xtreme Karting and K1 Speed in Fort Lauderdale, Fla.

 

Just for Fun

Mac or PC?

I like Mac for graphic design and PC for everything else.

How would you survive a zombie apocalypse?

Probably run, but with style. [laughs] I’d add some Parkour moves in for that superhero effect!

What’s your favorite pizza topping?

Margherita style: ricotta, fresh tomato, mozzarella, basil, and garlic.

 

Interested in joining the team? We have openings for Technical Support Analysts in both our San Mateo, Calif. and Raleigh, N.C. offices! Apply here.

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All Comments (11)

Tran April 27, 2016 at 6:09 pm

Can we have spelling and phonic on English please

Reply

The IXL Team April 28, 2016 at 9:53 am

Hi Tran, our development team is working on adding more English content. You can sign up to be notified of new releases here: https://www.ixl.com/comingsoon

Reply

Brooke April 28, 2016 at 8:57 am

You go Randy!! I love go karts too !

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mya July 5, 2016 at 4:41 pm

I love ixl

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amy haughawout July 21, 2016 at 1:54 pm

You used to offer 20 free problems per day. I noticed last year that this changed. How many free problems per day can students get? Our school cannot afford to purchase the program, but this has been a great tool that I use almost daily as reinforcement with my students – yes, I teach high school math!! Thanks for your help.
amy

Reply

The IXL Team July 21, 2016 at 2:17 pm

Hi Amy, IXL now offers math, English language arts, science, and social studies. Because IXL continues to add new skills and grade levels in these subjects, the number of free questions changed. Students can now practice 10 questions in each subject, allowing for a total of 40 possible free practice questions.

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mya August 21, 2016 at 6:27 am

Can you make the fifth grade ixl have a little less skills it putting a lot of time and pressure on me

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The IXL Team August 22, 2016 at 9:34 am

Hi Mya, we offer a wide variety of skills in each grade so that students can find and master the topics they need! You’re always free to explore other skills and grade levels—you don’t need to complete all of the fifth grade skills before trying some of the sixth grade ones, for example.

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abdifatah January 31, 2017 at 7:38 am

i am having a problem with my username and my password. i forget my login. will you answer my question.

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The IXL Team January 31, 2017 at 9:58 am

Hi there–You can go to our Technical Support page at https://www.ixl.com/help and recover your username and password. (Look for links on the left side of the screen.) You can also contact us at at support@ixl.com if you continue to have any sign-in issues or questions about your acount.

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Jahdai or Moneylover March 14, 2017 at 12:17 pm

this is amazing for what he does

Reply

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