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
Navy Veteran with 10+ years of experience in IT and EV charging, specializing in technical support, training, and operational efficiency. Proven ability to resolve complex issues, lead teams, and deliver exceptional customer service.
NOC TRAINING LEAD | NOC SUPPORT ANALYST
Modis / Electrify America
Reston, VA | Oct 2022 – Jun 2024
- Led the Call Center training program, successfully onboarding and training 50+ new employees over six months to ensure timely customer support, resulting in a 95% customer satisfaction rating.
- Developed a new training platform for NOC Tier II Technicians and Specialists, resulting in a high retention rate.
- Created essential resources for NOC personnel, including a 100+ page instructional handbook covering software tools, troubleshooting, and issue resolution processes, and maintained Scopes of Work (SOW) templates to ensure quick deployment of technicians.
- Collaborated with internal and external parties to oversee software, training, troubleshooting, and ticket management, and generated reports for leadership and vendors.
- Served as the main point of contact for a mass Asset Management clean-up effort, improving asset accounting and aligning with senior management’s vision.
NOC TECHNICIAN I
Modis / 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
- Advised home users on transitioning to remote/hybrid work and returning to the office during COVID-19 restrictions.
- Assisted three consulting firms as an independent contractor, helping small businesses with data/voice networks, remote work preparation, and general IT maintenance.
- Imaged, set up, and shipped 20+ new laptops for Finance Department users transitioning to a hybrid work environment.
- Performed inventory for 8+ companies and assisted with storage room cleanups to improve inventory management.
TIER 1 IT CUSTOMER SERVICE HELPDESK TECHNICIAN
Prime Technical Services Inc. / US Patent and Trademark Office
Alexandria, VA | Dec 2020 – Aug 2021
- Remotely resolved end-user technical issues for a government agency, providing excellent customer service and utilizing a knowledge base and experience.
- Collaboratively resolved client technical issues while delivering exceptional customer service through active listening and effective communication.
- Provided unique solutions ensuring customer satisfaction while adhering to company standards and procedures.
TIER 2 IT CUSTOMER SERVICE HELPDESK TECHNICIAN
Digicon Corporation / Prince William County Government
Manassas, VA | May 2019 – Oct 2020
- Remotely resolved end-user technical issues for a government agency, providing excellent customer service and utilizing a knowledge base and experience.
- Collaboratively resolved client technical issues while delivering exceptional customer service through active listening and effective communication.
- Provided unique solutions ensuring customer satisfaction while adhering to company standards and procedures.
DAD | FAMILY WELLNESS SABBATICAL
Career Break
Woodbridge, VA | Dec 2017 – May 2019
- Prioritized family well-being: Took a dedicated period of leave to focus on the emotional and mental health of myself and my four children during a difficult family transition.
- Proactive approach to healing: Sought and secured professional therapeutic support for myself and each child to navigate the challenges and foster individual coping mechanisms.
- Developed resilience and coping skills: Successfully guided the family through a period of significant emotional stress, fostering a supportive environment for healing and growth.
- Enhanced communication and empathy: Strengthened family bonds by facilitating open communication and fostering understanding during a time of crisis.
- Navigated complex legal and logistical matters: Successfully managed the complexities of divorce proceedings while prioritizing the well-being of my children.
SENIOR SYSTEMS TECHNICIAN | ASSOCIATE DATA CENTER ENGINEER
GEICO Insurance
Chevy Chase, MD | Dec 2014 – Dec 2017
- Upgraded client PCs from 32-bit Windows 7 to 64-bit, improving reliability and reducing support calls.
- Coordinated with multiple departments on leased data center equipment resulting in a 100% return rate and saving thousands per quarter.
- Overhauled an aging HP Enterprise Tape backup solution, increasing the recovery rate from 40% to 80% and assisting in implementing a new backup system further resulting in a 95+% recovery rate.
- Worked with Internal Audit to identify areas of concern and assist in rectifying these issues to allow GEICO the reassurance needed to obtain industry certifications.
- Assisted with the management and daily needs of GEICO’s IT Data Center and Internet front of GEICO.com.
INFORMATION TECHNOLOGY SPECIALIST
Forward Thinking Guys, LLC – Self-Employed
Lorton, VA | Sep 2013 – Dec 2014
- Collaborated with System Engineers and Network Administrators to manage a diverse range of clients.
- Maintained a Virtual Cloud system hosting email, websites, and server storage for 100+ customers.
- Worked with a team to install and test 100,000+ feet of copper and fiber cabling for a Fortune 500 company.
- Successfully installed a home movie theatre for customer with a 100” screen, ceiling projector, 7.1 surround sound, and all electronics being controlled via Universal Remote Controllers from URC.
SENIOR SYSTEMS ENGINEER
JMC Business Systems, Inc.
Springfield, VA | Feb 2011 – Jul 2013
- Successfully led the migration of multiple office locations into a centralized location, ensuring 100% server connectivity and enabling employees to meet critical deadlines.
- Implemented a Microsoft Windows Terminal Server solution, reducing software and hardware costs while providing 25+ Project Managers with the flexibility to work remotely or on-site.
- Successfully recovered a critical data storage server with multiple drive failures, ensuring zero data loss and preventing business disruption.
- Upgraded and migrated physical servers to a virtual environment, reducing the number of physical servers and improving efficiency.
- 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.
- Supervised, mentored, and recruited IT staff and consultants, fostering a collaborative and high-performing team environment focused on critical thinking and problem-solving.
SENIOR IT CONSULTANT | PROJECT MANAGER
R-Tech Consulting, LLC.
Owings, MD | Jun 2007 – Feb 2012
- Proactively managed and maintained 20+ small business networks, leading a team of IT professionals to ensure optimal daily operations, security, and software/hardware upkeep.
- Spearheaded the standardization of 20+ client networks, including end-user workstations, servers, and firewall configurations. Implemented VMware server virtualization, minimizing physical server needs and improving efficiency.
- Provided expert consulting services to clients, identifying and implementing cost-effective IT solutions that minimized downtime during upgrades, repairs, and unexpected failures.
- Managed software and hardware inventory for all client locations, proactively monitoring server and network infrastructure to ensure optimal performance.
- Educated employers and colleagues on the latest technologies, enabling the delivery of tailored IT solutions to meet each client’s unique needs.
- Designed and configured network and server infrastructures tailored to the specific requirements of each client.
- Installed over 50,000 feet of network cable for clients in both existing and new building structures.
- Provided exceptional remote support to clients, resolving help desk tickets with strong interpersonal skills and effective IT solutions, resulting in high end-user satisfaction.
IT SUPPORT SPECIALIST | FIELD TECHNICIAN
Traficon USA
Chantilly, VA | Jan 2006 – May 2007
- Installed and maintained a new HP Server running Microsoft Windows 2003 SBS Premium, centralizing email, calendar activities, and file access for improved collaboration with the parent company in Belgium.
- Provided on-site technical support for traffic video detection equipment across 50 US states and 10+ Canadian locations, ensuring 24/7 system operation and client satisfaction.
- Supported the sales team by providing technical expertise, setup, and operation of traffic equipment at trade shows throughout the US and Canada.
- Delivered exceptional technical support to distributors and clients, including phone and on-site support, product training, and troubleshooting to maintain uninterrupted operation of traffic video detection systems.
- Ensured the smooth operation of the local network infrastructure, providing timely maintenance and troubleshooting to prevent disruptions.
IT CONSULTANT | SALES MANAGER
Golden Tech Computers
Woodbridge, VA | Dec 2004 – Jan 2006
- Supported the IT Director of a major childcare business chain in maintaining their 20+ location network and strategically planned the network implementation for 2 new locations, ensuring seamless integration and business continuity.
- Strengthened a high-profile client’s network by replacing outdated equipment with industry-standard networking hardware and a Cisco Pix firewall, enhancing security and performance.
- Successfully migrated a client’s gateway server from Windows NT 4.0 to Windows 2003 SBS Premium Server on custom hardware, resulting in a more stable and secure environment with reduced support tickets.
- Provided comprehensive remote support for customer networks and home computers, ensuring optimal performance and minimal downtime.
- Expertly installed and maintained complex networks for clients, conducting end-to-end maintenance of all computer systems to ensure smooth operations.
- Effectively managed the sales force, driving revenue growth and ensuring customer satisfaction.
SENIOR SYSTEM NETWORK ADMINISTRATOR
BC Consultants
Fairfax, VA | Mar 1999 – Dec 2004
- Upgraded 50 PCs from Windows 95/98 and Office 97 to Windows XP Pro and Office 2000, along with AutoCAD 14 to AutoCAD 2002, providing comprehensive support and training to users during the transition.
- Operated and maintained a diverse server network, including Novell Netware 3.12 to 6.0, Windows Server 2000 to 2003, Linux RedHat 9 Proxy Server, and 50 Windows desktops from 95 to XP Pro.
- Successfully performed an emergency upgrade from Novell Netware 3.12 to 5.0, followed by a subsequent upgrade to Novell Netware 6, all while ensuring uninterrupted network operation during business hours.
USN SEABEE | NETWORK ADMINISTRATOR
United States Navy
Honorable Discharge
- Inspected bridges, buildings, wiring, plumbing, heating systems, and foundations during and after construction for structural quality, general safety, or conformance to specifications and codes.
- Managed a 25-user network in San Diego, CA, increasing proficiency in repairing, upgrading, and recommending new computer purchases.
- Assisted in managing a 100-user Novell 3.x network in Rhoda, Spain, successfully upgrading workstations from Windows 3.1 to Windows 95 while maintaining uninterrupted operations.
- Managed a network of 100 users in Adak, AK, for one month with just three months of training, demonstrating your ability to work independently and effectively.
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