William Salazar
Summary
IT Support and Operations Professional experienced in managing federal systems, including USCIS ELIS and myUSCIS platforms. Achieved enhanced workflows and high-quality service delivery through technical troubleshooting, data analysis, and process optimization. Focused on driving efficiency, improving end-user experience, and fostering collaborative relationships with stakeholders.
Overview
29
29
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Help Desk Manager / Help Desk Analyst
B&A
McLean, Virginia
09.2020 - Current
- Help desk Manager of operations for USCIS ELIS and myUSCIS platforms in a high-volume federal environment.
- Manage ticket lifecycle across ServiceNow and Jira, ensuring resolution and communication.
- Facilitated communication between users and technical teams, ensuring timely issue resolution.
- Collaborated with IT departments to streamline service delivery and support workflows.
- Monitored help desk performance metrics to identify improvement areas.
- Led training sessions for new staff on help desk protocols and tools.
- Developed user guides and documentation to enhance support processes.
- Conducted trend analysis to identify system enhancements and drive operational improvements.
- Created daily and monthly automated performance reports to track help desk efficiency.
- Perform QA reviews to ensure compliance and service quality.
- Identify trends in customer complaints or requests to improve service quality.
- Utilized Salesforce to create customized reports and filtered data analytics that identified operational trends, delivering actionable insights to stakeholders and government project managers.
- Developed online documentation for common processes for both support staff and end-users.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Assessed customer bug reports and enhancement requests and prioritized development to streamline response.
- Isolated problem trends and completed troubleshooting efforts for recurring problems until discovery of permanent solutions.
- Implemented company policies to maintain data security, privacy, and confidentiality.
- Maintained up-to-date knowledge of hardware, software, and other technology solutions used by the organization.
- Collaborate with DevOps, Digital Services Division, and HQ escalation teams.
Help Desk Manager / Help Desk Analyst
VMD technologies
McLean, VA
12.2011 - 08.2020
- Help desk Manager of operations for USCIS ELIS and myUSCIS platforms in a high-volume federal environment.
- Managed help desk operations to ensure timely support for all employees.
- Led a team of technicians to resolve technical issues efficiently.
- Developed training materials for new help desk staff and ongoing education.
- Analyzed help desk performance metrics to identify areas for improvement.
- Trained new employees on support processes, procedures, and knowledge base.
- Assessed customer bug reports and enhancement requests and prioritized development to streamline response.
Technical Support Manager / Supervisor / Senior Technician
DSLEXTREME.COM
Chatsworth, California
11.1997 - 03.2011
- Led escalation handling and ensured rapid resolution of complex technical issues
- Managed escalated customer issues, ensuring timely and effective resolution.
- Delivered customer support across phone, email, chat, and web channels
- Troubleshot networking and connectivity issues using diagnostic tools (ping, traceroute, nslookup)
- Monitored support ticket systems to maintain workflow efficiency.
- Monitored service metrics and implemented process improvements to achieve operational goals.
- Established standard operating procedures for support operations.
- Developed and implemented training programs for support staff.
- Created and deployed new hire training initiatives.
- Developed team support strategies and service goals for busy contact center.
- Managed Tier I & II technical support teams, including hiring, training, and performance management.
- Led technical support team to improve customer service quality and satisfaction.
- Collaborated with engineering teams to improve product functionality.
- Analyzed customer feedback to drive service improvements.
- Coordinated cross-departmental communication for issue resolution.
- Performed root cause analysis on recurring problems encountered by customers.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Established continuous improvement initiatives to achieve KPIs.
- Designed and implemented migration tools, increasing efficiency and reducing transition errors
- Developed and managed third-tier resolution process to resolve issues originating from customer retention team.
- Coordinated with telecom providers to resolve infrastructure related issues
- Conducted research on software and hardware products to recommend solutions for customers.
Education
High School -
Ulysses S. Grant High School
Oxnard, CA 08.1991 - 05.1995
Skills
- Technical support
- Tier I–III troubleshooting
- Escalation handling
- System issue resolution
- Customer experience
- Excel data visualization
- Help Desk metrics
- Help Desk reporting
- Process improvement
- Workflow optimization
- Continuous improvement
- Ticket quality control
- Documentation governance
- Knowledge management
- Team management
- Coaching
- Performance monitoring
- Training development
- Staffing management
- Operational management
- Help Desk software
- MyUSCIS systems
- Salesforce
- ServiceNow
- Maestro Jira
- DevOps collaboration
- Production support
- ServiceNow (SNOW)
- Jira (DevOps)
- Omni Routing
- SharePoint
- ICAM
- Service Desk tools
- PCQS
- STACKS
- NASS
- MyUSCIS
- ELIS
- Windows
- Linux
- FreeBSD
- MacOS
- Chrome OS
- TCP/IP
- DNS
- DHCP
- SNMP
- LDAP
- HTTP/FTP
- SSL
- Microsoft Exchange
- Zimbra
- Enterprise servers
- Routers/switches
- Peripheral integration
- ITIL framework
- SLA management
- Report analysis
- CRM software
- Escalation handling
- Service Desk projects
- Help Desk initiatives
- Project management
- Remote support tools
- Decision-making
- Team management
- Agile methodology
- Task prioritization
Certification
- ITIL 4 Foundation, PeopleCert, 01/29/2022
- Remote Team Management and Leadership
- Workplace Communication Basics
- Understanding Workplace Emotional Intelligence
- SOFT SKILLS: Most Crucial Career Success Soft Skills
- Building Better Team Communication
- Chat support best practices
Core Competencies
Tier I–III troubleshooting and escalation management, User access, authentication, and system issue resolution, Customer experience optimization and communication, Automated reporting using Excel VBA, Performance metrics tracking and trend analysis, Operational reporting for leadership decision-making, Workflow optimization and continuous improvement, Ticket quality control (ServiceNow / Jira), Documentation governance and knowledge management (SharePoint), Team leadership, coaching, and performance monitoring, Training program development and delivery, Resource planning and operational execution
Systems Platform Support
- USCIS ELIS / myUSCIS systems
- Salesforce and ServiceNow environments
- Maestro Jira with Kanban board
- DevOps collaboration and production support
Key Achievements Impact
- Developed automated reporting systems, improving team performance visibility and reducing manual reporting time
- Enhanced ticket resolution workflows, ensuring accurate tracking, faster resolution, and improved customer communication
- Led quality assurance initiatives that improved ticket documentation accuracy and compliance
- Identified system trends and recurring issues, contributing to platform enhancements and reduced incident volume
- Supported government system improvements, including script development for Salesforce and ServiceNow queues
- Maintained centralized documentation systems (SharePoint) to ensure operational consistency.
Methodologies
- Agile Methodology
- IT Service Management (ITSM)
- Continuous Process Improvement
Clearance
Active Federal Public Trust Clearance (Valid through 2027)
Citizenship
United States Citizen
Target Role
IT Support / Help Desk Leadership | Technical Operations | Service Delivery Management
Professional Development
Leadership and Management Skills for Business
Timeline
Help Desk Manager / Help Desk Analyst
B&A
09.2020 - Current
Help Desk Manager / Help Desk Analyst
VMD technologies
12.2011 - 08.2020
Technical Support Manager / Supervisor / Senior Technician
DSLEXTREME.COM
11.1997 - 03.2011
High School -
Ulysses S. Grant High School
08.1991 - 05.1995