HELLO, MY NAME IS
WILLIAM WOODRUFF
Information Technology Specialist
- ABOUT ME
- PROFESSIONAL EXPERIENCE (2017 – Current)
- PROFESSIONAL EXPERIENCE (2007 – 2017)
- PROFESSIONAL EXPERIENCE (1999 – 2007)
- MILITARY EXPERIENCE
- MY SKILLS
- CONTACT ME
Versatile IT Professional and Navy Veteran with over 10 years of experience in systems administration, network engineering, and technical support. Proven ability to design, implement, and support robust IT infrastructures, including servers, networks, and security protocols. Expertise in proactively managing client systems, leading technical projects, and serving as a key escalation point for complex issues. Proactive and client-oriented, leveraging extensive technical skills to deliver stable IT environments and exceptional service.
Proprietor | IT Support Specialist
Forward Thinking Woodruff
Staunton, VA | Sep 2024 – Current
As the sole proprietor, I manage all facets of an IT consultancy dedicated to providing tailored technical support, system maintenance, and cybersecurity solutions for residential and small business clients.
- Resolve over 500 technical issues for clients, including optimizing 250+ PCs to restore them to near-new performance.
- Remediated 50+ cybersecurity incidents on client networks, eradicating threats and empowering users with knowledge to mitigate future risks.
- Single-handedly designed and developed the company website and authored strategic self-help articles that successfully generated word-of-mouth referrals and drove new client acquisition.
IT Support Specialist
Boxaid.com
Remote | Jan 2025 – Current
Serve as a trusted remote IT consultant for a diverse client base of over 400 individuals and professionals. Provide end-to-end solutions specializing in advanced troubleshooting, cybersecurity incident response, and system optimization, with an emphasis on clear client education to enhance user confidence and security.
- Maintain a 90% First-Call Resolution (FCR) rate across a diverse client base of 400+, successfully performing hundreds of virus/malware removals and executing over 100 seamless Windows 11 migrations.
- Orchestrate crisis response for clients under active cyberattack, successfully halting malicious activity and restoring network security while guiding users through critical recovery and prevention protocols.
- Empower scam victims with critical knowledge on fraud detection and prevention, reducing future vulnerabilities by educating them on security best practices and guiding them through system hardening.
- Advise clients on strategic hardware purchases to prevent overspending on unnecessary equipment, earning commendations for delivering significant cost savings while ensuring long-term (5+ year) system compatibility.
- Reduce recurring support requests by educating clients on technical concepts and security best practices, empowering them with the confidence to manage their own systems effectively.
- Optimize gaming performance and resolve critical gameplay issues for numerous clients, troubleshooting crashes, lag, and loading problems to ensure a smooth and enjoyable user experience.
NOC TRAINING LEAD | NOC SUPPORT ANALYST
Akkodis / Electrify America
Reston, VA | Oct 2022 – Jun 2024
Advanced from a technical support to a leadership role within the NOC. Supported multi-vendor EV charging systems while developing and leading technical training programs and creating essential resources to streamline operations.
- Spearheaded a comprehensive training program that onboarded 50+ new employees over six months, directly contributing to a 95% customer satisfaction rating.
- Designed and launched a new training platform for NOC Technicians and Specialists, resulting in a 94% employee retention rate for all new hires.
- Coordinated a mass asset management cleanup across multiple departments, improving data accuracy to accelerate reporting and prevent unnecessary spending through proper warranty tracking.
- Authored a 100+ page instructional handbook that became the central SOP for the department, standardizing procedures and reducing new hire training time from three weeks to one.
NOC TECHNICIAN I
Akkodis / Electrify America
Reston, VA | Jul 2022 – Oct 2022
- Quickly learned the hardware, software, and error codes of 3 EV charging manufacturers.
- Assisted remote Call Center workers during EV customer emergencies, providing troubleshooting and solutions.
- Engaged with field technicians during check-in/check-out calls, reporting on work order status and escalating issues.
- Ensured smooth daily operation of NOC Video Wall, providing critical information for real-time decision-making.
- Kept and shared weekly meeting minutes for reference and knowledge transfer to the overnight team.
INFORMATION TECHNOLOGY SPECIALIST
Forward Thinking Woodruff – Self-Employed
Woodbridge, VA | Aug 2021 – Aug 2022
Provided versatile IT specialist services on a contract basis to multiple clients, including three IT consulting firms. Expertise covered end-user support for remote work transitions, network maintenance, device deployment, and asset management to meet diverse client requirements.
- Managed the end-to-end deployment of 20+ laptops for a finance department’s transition to a hybrid environment, resulting in a seamless migration with zero loss of production time.
- Systematized the inventory processes for more than eight client companies, creating an organized structure that saved time and prevented unnecessary spending on existing equipment.
TIER 1 IT CUSTOMER SERVICE HELPDESK TECHNICIAN
Prime Technical Services Inc. / US Patent and Trademark Office
Alexandria, VA | Dec 2020 – Aug 2021
Provided Tier 1 technical support for the US Patent & Trademark Office, resolving end-user issues in a remote helpdesk environment. Adhered to strict government agency protocols for troubleshooting, security, and customer service while leveraging an extensive knowledge base.
- Consistently exceeded performance goals in a high-volume helpdesk environment, resolving an average of 40 tickets daily while maintaining a 10-minute average resolution time.
- Achieved an exceptional First-Call Resolution (FCR) rate of over 99%, earning consistently positive customer satisfaction reviews for providing clear, effective, and high-quality technical support.
TIER 2 IT CUSTOMER SERVICE HELPDESK TECHNICIAN
Digicon Corporation / Prince William County Government
Manassas, VA | May 2019 – Oct 2020
Provided Tier 2 technical support for a 5000+ employee government agency. Core duties involved resolving complex end-user issues escalated from Tier 1, training and mentoring junior technicians, and coordinating with other IT teams to streamline ticket resolution.
- Facilitated the smooth transition of 3000+ government employees to a remote work model, providing dedicated, hands-on user support to ensure high adoption rates and maintain 100% operational continuity.
- Managed a high-volume helpdesk queue of over 300 daily contacts (200+ calls, 100+ emails), consistently maintaining a 95% service-level agreement (SLA) for a 5000+ employee organization.
- Mentored and developed a team of Tier 1 technicians to improve performance and morale, leading to a measurable reduction in ticket escalations, an improved team FCR, and increased initiative in pursuing professional certifications.
- Partnered with the Exchange department to implement multiple system improvements, enhancing spam-capturing capabilities and ensuring a more reliable email flow for 5000+ users.
FAMILY & WELLNESS SABBATICAL
Planned Career Break
Woodbridge, VA | Dec 2017 – May 2019
Took a planned career break to focus on family well-being and navigate a significant life transition, providing dedicated support for my children.
- During this period, successfully managed a complex, multi-faceted family transition, honing key skills in project management, resource coordination, and resilient problem-solving.
SENIOR SYSTEMS TECHNICIAN | ASSOCIATE DATA CENTER ENGINEER
GEICO Insurance
Chevy Chase, MD | Dec 2014 – Dec 2017
Served as a Data Center Engineer responsible for the installation, configuration, and maintenance of critical network infrastructure supporting GEICO’s corporate operations and the GEICO.com web presence. Managed both physical and virtual environments, including structured cabling, network hardware deployment, and VMware administration.
- Spearheaded the overhaul of a mission-critical enterprise backup solution, dramatically increasing the data recovery success rate from 40% to over 95% and significantly enhancing business continuity capabilities.
- Managed a cross-departmental hardware lifecycle program for leased data center equipment, achieving a 100% on-time return rate to save the company thousands of dollars in vendor fees each quarter.
- Consistently exceeded infrastructure growth targets by deploying and configuring over 30 new network devices (routers, switches, firewalls) per month in a large-scale data center environment.
- Collaborated with the Internal Audit department to identify and remediate areas of non-compliance, playing a key role in helping GEICO successfully obtain critical industry certifications.
- Managed the monthly lifecycle refresh of over 500 client PCs, upgrading systems from 32-bit to a more stable 64-bit Windows 7 environment, which significantly reduced user-reported support calls.
INFORMATION TECHNOLOGY SPECIALIST
Forward Thinking Guys, LLC – Self-Employed
Lorton, VA | Sep 2013 – Dec 2014
Provided contract-based IT project support, collaborating directly with System Engineers and Network Administrators to serve a diverse client base. Specialized in maintaining multi-tenant virtual cloud environments and executing large-scale physical infrastructure deployments.
- Administered a multi-tenant virtual cloud environment serving over 100 clients, ensuring high availability and reliability for critical email, website, and data storage services.
- Contributed to a large-scale network infrastructure deployment for a Fortune 500 company, installing and testing over 100,000 feet of structured copper and fiber optic cabling.
- Managed the end-to-end design and installation of a custom home theater system, integrating multiple AV components into a single, user-friendly solution controlled by a URC universal remote.
SENIOR SYSTEMS ENGINEER
JMC Business Systems, Inc.
Springfield, VA | Feb 2011 – Jul 2013
Served as the Senior Systems Engineer, providing technical leadership for the company’s IT infrastructure. Responsibilities included designing and implementing server solutions, managing virtualization projects, overseeing data integrity, and supervising IT staff and consultants.
- Orchestrated the successful migration of multiple office locations into a centralized hub, guaranteeing 100% server uptime throughout the transition to ensure employees met all critical business deadlines.
- Averted a major business disruption by successfully recovering a critical data storage server from a multi-drive failure, achieving a 100% data recovery with zero data loss.
- Engineered and deployed a Microsoft Windows Terminal Server solution that enabled remote and on-site work flexibility for 25+ project managers while significantly reducing ongoing software and hardware costs.
- Architected and implemented a cost-effective server virtualization strategy to support business growth, consolidating an aging 4-server physical infrastructure into a 6-VMware ESXi environment on just 2 new host servers.
- Managed company cell phone assignments across multiple carriers (Verizon, AT&T, Sprint) and effectively controlled IT budget expenditures.
- Developed and delivered IT training materials for staff and end-users through presentations, written documentation, and oral instruction.
- Researched and evaluated emerging technologies, attending seminars to stay current with industry best practices and implement them within the IT department.
- Built and led a high-performing IT team by recruiting, supervising, and mentoring technical staff and consultants, fostering a culture of critical thinking and collaborative problem-solving.
SENIOR IT CONSULTANT | PROJECT MANAGER
R-Tech Consulting, LLC.
Owings, MD | Jun 2007 – Feb 2012
Served as a Senior IT Consultant and Project Manager, providing strategic IT direction and end-to-end project leadership for a diverse portfolio of small business clients. Responsibilities included designing tailored network and server infrastructures, managing client relationships, and leading a technical team through deployments, upgrades, and ongoing support.
- Spearheaded a strategic initiative to standardize the IT infrastructure across 20+ client networks, implementing VMware virtualization to reduce the physical server footprint, streamline technical support, and enhance overall security.
- Directed the proactive management and strategic consulting for over 20 small business clients, implementing cost-effective solutions and monitoring protocols that minimized operational downtime and ensured optimal system performance.
- Architected and deployed custom network and server infrastructures for a diverse client base, creating tailored solutions to meet unique business requirements for performance, security, and scalability.
- Delivered high-quality remote support and help desk resolution, consistently building client trust and earning high end-user satisfaction through effective communication and reliable problem-solving.
IT SUPPORT SPECIALIST | FIELD TECHNICIAN
Traficon USA
Chantilly, VA | Jan 2006 – May 2007
Served in a dynamic, hybrid role as the primary technical support resource for North American operations. Managed all internal IT systems for the US office while also traveling extensively across the US and Canada to provide hands-on installation, training, and troubleshooting for specialized traffic video detection equipment.
- Acted as the sole Field Technician for North America, traveling to all 50 U.S. states and over 10 Canadian locations to provide on-site installation, training, and critical support for traffic video detection systems.
- Engineered and deployed the U.S. office’s first centralized server infrastructure (Windows Server 2003 SBS), bridging a critical collaboration gap with the global parent company and significantly improving data integrity, reporting efficiency, and cross-continental communication speed.
- Served as the key technical expert for clients, distributors, and the internal sales team, providing comprehensive support that included product training, on-site troubleshooting, and live demonstrations at major industry trade shows.
IT CONSULTANT | SALES MANAGER
Golden Tech Computers
Woodbridge, VA | Dec 2004 – Jan 2006
Held a key leadership position combining senior-level IT consulting with sales management. Directed technical client engagements, from initial needs assessment to project completion, while also leading the sales team to drive revenue and expand the client portfolio.
- Partnered with the IT Director of a major childcare chain to provide ongoing support for their 20+ location network and lead the strategic planning and implementation for 2 new site builds, ensuring seamless business expansion.
- Developed the company’s B2B client portfolio by leading all aspects of sales and technical consultation, resulting in a 100% client retention rate and the successful onboarding of 4 new accounts.
- Engineered a critical server migration for a key client, moving their infrastructure from an obsolete Windows NT 4.0 system to a modern Windows Server 2003 SBS platform, which significantly enhanced system stability and security while reducing support requests.
- Overhauled the network infrastructure for a high-profile client, replacing legacy hardware and deploying a Cisco PIX firewall to dramatically improve network performance and fortify threat protection.
- Delivered comprehensive managed IT services for a diverse client base, encompassing proactive network maintenance, system administration, and responsive remote support to ensure maximum uptime and system reliability.
SENIOR SYSTEM NETWORK ADMINISTRATOR
BC Consultants
Fairfax, VA | Mar 1999 – Dec 2004
Held sole responsibility for the end-to-end administration of a complex, heterogeneous IT environment. Oversaw the daily operation and maintenance of a multi-platform server infrastructure, including Novell Netware, Windows Server, and Linux, in addition to managing the full lifecycle of 50+ Windows desktops.
- Executed a critical, multi-stage emergency upgrade of the core Novell Netware server (from v3.12 to v6.0), performing all work after-hours to ensure zero operational downtime for the business.
- Managed a company-wide migration of 50+ workstations to Windows XP Pro, upgrading core software suites (MS Office, AutoCAD) and providing hands-on employee training to facilitate a seamless and productive transition.
- Managed the end-to-end IT logistics for a complete office relocation to a facility double the original size, executing a seamless move with zero business downtime to support company growth.
- Engineered and deployed a secure site-to-site VPN using Cisco routers to connect a new remote office 30 miles away, successfully extending the corporate network for a new team.
- Instituted the company’s first comprehensive offsite backup system, establishing a robust disaster recovery protocol to safeguard critical data against catastrophic on-site failure.
- Authored a comprehensive Standard Operating Procedure (SOP) detailing all network operations and desktop configurations, ensuring a seamless knowledge transfer and long-term operational continuity for my successor.
- Directed key strategic initiatives by sourcing and managing external vendors, including leading the project to launch the company’s first professional website and partnering with an IT consulting firm to ensure the success of critical infrastructure upgrades.
- Managed and enhanced key internal productivity systems, including the company intranet, an instant messaging platform, and the maintenance of specialized large-format plotters critical to engineering department workflows.
USN SEABEE | NETWORK ADMINISTRATOR
United States Navy
Honorable Discharge | Feb 1994 – Feb 1999
Served with distinction in the U.S. Navy Seabees, holding dual responsibilities in structural steel construction and network administration. Performed hands-on project management for critical infrastructure projects while also managing and maintaining mission-critical Novell Netware networks at multiple global duty stations.
- Engineered a server consolidation in Adak, AK, merging two unstable Novell Netware servers into a single, high-reliability platform that eliminated daily system crashes and significantly improved network uptime.
- Executed a critical server infrastructure upgrade in Rota, Spain, successfully migrating an outdated system to new hardware and strategically deploying Novell Netware 4.0 to enhance performance and stability for a 100-user network.
- Demonstrated exceptional leadership in Rota, Spain, by simultaneously managing the Bravo Company Steel Shop and its personnel while also serving as the sole administrator for the 100-user Novell Netware network.
- Led a construction team in building a 30′ x 60′ bridge under extreme weather conditions, successfully overcoming multiple worksite floods to meet all critical project deadlines for concrete pours and final construction.
- Reclaimed and refurbished over 30 legacy computer systems in Adak, AK, successfully returning 20 fully functional PCs to a ready-to-deploy state, creating a valuable asset pool from previously discarded equipment.
- Coordinated and executed a major, multi-day morale and welfare event for the command in Adak, AK, leveraging base facilities to provide a much-needed recreational opportunity for hundreds of deployed service members.
- Directed the successful operating system upgrade for a 100-user network in Rota, Spain, migrating all workstations from Windows 3.1 to Windows 95 while ensuring zero disruption to daily command operations.
I have a deep-seated belief in lifelong learning and a genuine love for all things tech. I approach new challenges with a calm and focused demeanor, always eager to expand my knowledge and explore the latest advancements. Moreover, I’m passionate about fostering a collaborative learning environment where I can share my expertise and empower others to grow.
COMPUTER SKILLS
- MS Teams | Cisco WebEx | Zoom
- Microsoft Office | Local – 365
- Cisco Device Management
- Microsoft Windows Desktop
- Microsoft Windows Servers
- VMware Virtual Solutions
- Remedy | Salesforce
- WordPress Designer
HARD SKILLS
- Data Backup and Recovery
- Network Administration
- Project Management
- Business Etiquette
- Technical Support
- Customer Service
- Troubleshooting
- Diagnostics
SOFT SKILLS
- Conflict Resolution
- Communication
- Problem-Solving
- Quick Learning
- Task Oriented
- Strategic
- Training
- Flexible