Wali Alawi Email & Phone Number

Mesa, Az, Us

Chandler, Arizona, United States

Phoenix, Arizona, United States

10ZiG Technology provides cutting-edge Thin Client and Zero Client endpoint devices for the latest virtual desktop solutions. 10ZiG Technology is a leading provider of endpoints for a Virtual Desktop Infrastructure environment. Our fast and reliable hardware is VMware, Citrix and Microsoft ready and designed to handle all ranges of usage from task-based to sophisticated CAD/CAM users.

Scottsdale, Arizona

I successfully led and scaled the around-the-clock team of over 30 technicians across a dozen sites in support of Katerra’s ever-expanding worldwide footprint. Globally servicing 10,000 and rapidly growing employees was accomplished with a 24/7 support phone number backed by a multilingual triage support team, robust self-service apps and easy to use knowledge base and end to end automated onboarding and offboarding services leveraging ServiceNow and OneLogin SSO. I also managed company acquisition and site expansion projects which included services for rapidly onboarding acquisition hires, hyper care and ongoing support and deploying company standard technology stack including laptop setups, meeting room technology including Zoom video conferencing, RingCentral IP phone and Enplug digital signage.• Immediately addressed a gap in major incident response by collaborating with the infrastructure team to create an incidents escalation matrix updated weekly and response procedures documentation in the knowledge base. Compliance to SLAs for Priority 1 and 2 major incidents improved by 30% within my first three months at the company. Implemented continual knowledge base documentation process and ownership within the team. Paired with regular training this aided in increasing compliance to SLAs for Priority 3 and 4 incident tickets by 25% and up to an overall 90% compliance rate on average of over 2000 tickets monthly. • Drastically improved KPIs and raised compliance to SLAs measuring Day 1 onboarding tasks for over 200 new employees monthly by partnering with human resources and following the ITIL Continual Service Improvement (CSI) process over the year. KPIs included hardware and mobile device provisioning, application and rights management and new customer experience satisfaction (CSAT).• Implemented cloud-based meeting room, visitor and hot desking management solutions from Robin and Envoy that replaced on-premise systems at company sites.

Phoenix, Arizona

Carvana puts customers at its core and I made the user experience paramount in the vision and mission for the service desk. In order to service the 5,000 and rapidly growing employees, I worked closely with the people operations team to quickly build the team to over a dozen level 1 and level 2 technicians. Along with the level 2 technicians, I headed the site expansion projects for company standard technology stack deployment, including employee computer hardware, kiosks, Zoom video conference hardware, Robin meeting room displays, Envoy visitor management system, digital signage displays and building security.• Led implementation and transition to ITIL based service desk ticketing system, JIRA Service Desk. Leveraged self-service portal to enable users with access to applications and knowledge base articles that dropped minor incident tickets by 20%. Worked with IT director and other business group heads to define SLAs that best served the continuity of business. Created real-time user facing dashboards presenting daily SLA, KPI and CSAT stats for transparency to the company and accountability of our service promise.• The service desk team proudly maintained a perfect 5.0 customer service rating over the 2017 year, while also improving compliance to SLAs for Priority 3 and 4 minor incidents by 20% up to 95%. Customer satisfaction surveys regularly included accolades for most members of the team. • Led laptop deployment and mobile device management projects for Lenovo laptops and Apple devices. Enlisted team members to help lead the projects and also professionally develop new skills. Lenovo ADS cut laptop deployment time by 50% and also enabled central management of hardware and lowered overall costs.

Washington, Dc

During my tenure I implemented technology in support of their rapid membership growth and managed the helpdesk and website teams.• Delivered more functionality and higher availability at 35% lower overall costs by transitioning from on-premise server infrastructure to cloud services from Microsoft and Amazon. This included successfully managing the migration of critical services including AD and Exchange.• Website revision featured multiple complex integration points with Drupal CMS and empowered users with complete self-service membership. Conceptualized several innovative features for the referral service that increased participation by 25%. • Successfully led a year long, high-profile and critical database unification project that merged 50 disparate MS-SQL and other customer relationship management (CRM) databases. Company realized drastic application cost savings as well as unprecedented data quality.

Baltimore, Md

Maintained partnerships with small business clients, non-profits, and associations, advising on the use of information technology in order to meet business objectives. Researched, recommended and implemented improvements on the structure and efficiency of staffing, network, web and security of the organization.Successfully managed 5 clients concurrently. Managed all network, web and database operations for each client.

Alexandria, Va

Partner in laptop start-up. One of the first companies on the web to provide fully customized laptops direct to consumers.Designed and developed the first website for the company including e-commerce system with laptop configuration feature coded in ASP and JavaScript.Trained and managed helpdesk staff and repair department. Created standard operating procedures for technical support department.