Khader Welaye Email & Phone Number

As a Technology Operations Manager with Gravis Law, my goal when I started was two-fold:1. Curate a stable end-user experience for all employees using our technology solutions2. Ensure that our Help Desk was providing consistent service when issues or questions came up.Luckily for us, Gravis Law had a great Chief Technology Officer that had made great strides in these areas, and I was simply taking the reigns so they could re-focus on other company priorities. By automating the deployment of new Windows devices and the software installations we need, I was able to significantly reduce the time that our Help Desk had to spend to get devices for new employees up and running.By focusing in on what was important to our users through annual technology surveys, we were able to re-define our SLAs and tech goals to better align with what our users needed to be successful.

Lake Stevens, Washington, United States

My role within the City of Lake Stevens was to curate a stable end-user experience for all employees, including critical operations like our Police Department. I re-did the City's entire Group Policy structure to provide more back-end organization, clean up stale policies, and eliminate the need for short-term client-specific band-aids within the organization. I also re-packed all of our required software into deployable packages, reducing the work needed to get new devices up and rolling.When the Police Department moved to a new facility, I worked closely with them to ensure that the new space was meeting their technical needs and worked with the City IT Manager to implement appropriate solutions to the challenges that came up.

Bellevue, Washington, United States

The City of Bellevue is what I consider to be the beginning of my "relevant work experience". I started as just a simple Help Desk employee providing basic Tier 1 support, resetting passwords and recovering inadvertently deleted files and the like. Before long, I was providing advanced diagnostics for devices experiencing hardware failure, creating silent installation scripts for multiple departments, and collaborating with multiple teams to develop documentation reducing our reliance on "tribal knowledge".When I was promoted to Tier 2 on our Help Desk, I was able to start changing the user experience within the org rather than just fixing things that broke. This took on many forms including managing a variety of Group Policies directly affecting the end-user experience, beginning to transition the organization from Windows 7 to Windows 10, designing Windows imaging processes used across the organization, and triaging various issues between the Help Desk team and other technical teams such as Network Support, Application Development, etc..

Bothell, Washington, United States

In this contract role, I did a lot of visual data work for a variety of Google Fiber pilot projects. Some projects were as simple as teaching an algorithm to identify poles while others were more complex design-based projects, building fiber designs for entire developments. This involved rapidly learned a multitude of in-house tools for workflow implementation and pilot testing.

Seattle, Washington, United States

In this role, I maintained a variety of card printing devices and databases to be used during student picture days at a variety of schools. This included making sure all of our photographers had setups to be able to take pictures and generate / print Student IDs on the spot, with the option for their parents to purchase full-sized photos down the line if they desired. This involved a lot of travel to a lot of different schools all over the greater Seattle area. In addition to these responsibilities, I provided a variety of schools with technical services relating to being able to print their own ID cards which included software / hardware setup, training, and maintenance throughout the school year.

Redmond, Washington, United States

This short-term holiday contract involved assisting consumers with the system setup and online access of Nintendo gaming systems; mostly the Wii U & 3DS. I answered and responded to queries for home network support through Phone, Chat and Forum Support, documenting every encounter in our ticketing system. I also provided remote support when advanced home router changes were necessary on a customer’s Wi-Fi network, primarily via BeyondTrust Remote Support Software (Formerly Bomgar).In addition, I collected, recorded, and researched technical problems to develop documentation, solutions and additional resources for the Network Support department.

Bothell, Washington, United States

- Piloted development projects to improve a variety of media creation workflows (Mostly video development)- Configured a variety of displays and projectors for multiple events to showcase projects- Managed / maintained an original coffee table style Microsoft Surface! (Samsung SUR40 with Microsoft PixelSense)