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.

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.
• 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..
• 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).
• 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.
• 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.
• 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.
• 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.

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.
• 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.
• 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.

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..

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.