Hi there! My name is Khader Welaye, and I specialize in making technology simpler. I'm working as a Technology Operations Manager for Gravis Law, PLLC.

I like to keep implemented solutions simple for the end-user and simple to maintain. This results in less service tickets from confused users. If I have to hand a project off to someone else, it'll be well-documented and simple to maintain.

I love tinkering with weird tech, and am always working to create a better user experience for the organizations I support.


Education

Bachelor's Degree in Media & Communications, March 2014

University of Washington, Bothell, WA


Employment History

Gravis Law, PLLC: Technology Operations Manager, November 2021 - Present

  • Engineer the IT Help Desk experience for around 150 employees, providing technical direction, leadership, and mentoring to help desk technicians while ensuring multiple offices across several states receive excellent support in their day-to-day operations
  • Configure telemetry/monitoring across a wide range of platforms, centralizing and distributing alerts to appropriate IT staff to ensure systems are always healthy and available
  • Coordinate multiple projects simultaneously under limited supervision, working to meet the priorities and deadlines of our overarching IT road map
  • Make hardware recommendations for day-to-day equipment (including maintenance contracts) as well as server infrastructure, as well as software recommendations for various operational and legal tools
  • Implemented SLAs and collect trackable statistics, re-training staff as necessary to ensure customer expectations are avoid ticket breaches
  • Restructured Azure AD Cloud-Systems Infrastructure and related services for multiple tenants, including M365 (Microsoft 365), InTune, virtual desktop services, SSO integrations, and more
  • Act as primary Systems Administrator for InTune and related processes including patch management, organizational policies, automated applications distribution, etc


                              The City of Lake Stevens: IT Support Analyst, August 2019 - October 2021

                              • Managed a variety of hardware and network infrastructure alongside our Network Administrator including DHCP servers, DNS management, FIPS-Compliant VPN Solutions, Switches, and Access Points
                              • Completely restructured existing Active Directory environment and all Group Policies to resolve a variety of legacy problems within our hybrid infrastructure and ensure compliance with organizational security standards
                              • Planned and executed a migration from our legacy KACE Management Systems to Microsoft InTune for modern cloud management of hundreds of endpoints running a variety of operating systems such as Windows, iOS, and Android clients. Includes installation packages and scripts for organizational software, all deployed silently
                              • Acted as primary contact for all incidents, ensuring quick and effective communication and solutions while making judgment calls for critical department operations such as Police, Facilities, and others

                                                The City of Bellevue: IT End User Support II, July 2016 - August 2019
                                                • Redesigned computer imaging and deployment processes, implementing SmartDeploy Modern Disk Imaging Software to be able to one-click reimage multiple devices remotely
                                                • Triaged Priority 1 service interruptions between multiple teams for expedient resolutions while facilitating root cause analysis and making recommendations to prevent recurrence
                                                • Acted as a liaison between various departments and vendors to ensure our users received cohesive support
                                                • Proactively investigated recurring problems, providing permanent solutions as opposed to band-aids
                                                • Developed and maintained documentation for various help desk procedures such as application configurations, device imaging, software deployments, and more
                                                • Documented all actions taken in our ticketing system (FootPrints), categorizing, prioritizing, and escalating incoming tickets as appropriate while ensuring that tickets have good historical data for when we needed to track any recurring issues