David Woodrum

Experience

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  Crites Computers

  Mar 2009 - Jun 2011

  Brand Manager and Lead Technician

  I worked with a four-person team in serving the Winston-Salem area with home computer services, analyzing failure diagnoses, and proving break/fix support for various hardware and malware issues. Additionally, I served as a brand manager and developed two Facebook ads, one print media ad, and several website assets. I routinely tracked the Facebook ad metrics to monitor the effectiveness of the campaign and developed strategic marketing plans to engage the local community, bringing in 20 new clients over the span of three months. In addition, I trained two new employees to replace me in technical duties before I left the company. Show less

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  Lowe's Companies, Inc.

  Apr 2011 - Sept 2012

  Customer Service Associate

  I assisted the store in its daily operations during a major store reorganization process. I also was a brand advocate for the MyLowe’s loyalty program during its launch, enrolling roughly 50 people a week using garden and tool sales as a motivating factor. I was personally recognized and applauded by the district management team for spreading program awareness and increasing adoption at my store to a recognizable level on district-wide metrics

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  Seagate Technology

  Sept 2012 - Sept 2015

  Associate Technical Lead

  I served as a liaison between the agents, Team Leads, and management team and collaborated with subject matter experts in analyzing data, performing root cause analysis, and conducting beta testing for product enhancements. In addition, I identified client points and composed reports detailing process improvement recommendations Key Accomplishments Included:-Trained and mentored new agents 1:1 on best business practices and daily workflow processes; provided direct assistance in handling customer escalations and resolving any customer-related technical issues -Facilitated weekly strategy meetings to review findings and develop product process improvement initiatives to streamline efficiency, improve workflow processes, and ensure optimal customer support-Documented business, functional, and technical requirements on an internal company wiki; created software mockups and designs of existing and future software for program managers and agents Show less

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  Adecco Staffing, USA

  Nov 2015 - May 2016

  Hardware Operations Engineer, Google Contract

  I was contracted with Google to provide 24/7 support and oversee all maintenance server operations, including testing, bug fixing, maintenance, repairs, and new system deployments to ensure a monthly SLA goal of 99.5%. Key Accomplishments Included:-Coordinated cross-functionally with the Google team and outside contractors to enhance existing infrastructure and conduct a deep analysis of system issues to maintain server upkeep on 50 mission-critical systems-Assisted in the expansion of the server infrastructure; ensured seamless operations for maximum functionality Show less

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  American Airlines

  May 2016 - Jun 2020

  IT Services Administrator

  I provided on-call 24/7 technical support to American Airlines' internal customers across the main campus and the local airport to quickly resolve any software or hardware issues while ensuring maximum efficiency.Key Accomplishments Included:-Cultivated key relationships with an array of internal customers and broke down highly technical concepts into laymen terms to ensure understanding for all audiences-Oversaw multiple departmental equipment relocations, site upgrades, and new software deployments; coordinated the processes to ensure all IT related equipment was successfully set-up with zero system downtime -Implemented various automation tools to increase efficiency and productivity; troubleshot IT issues and devised strategic process improvement initiatives to resolve the issues and mitigate the risk from reoccurring Show less

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  Freelance

  Aug 2020 - Mar 2022

  Software Developer

  Open source passion project development to enhance junior skills during the COVID-19 pandemic. I enrolled in a development training program, managing a Oracle relational database and manipulating it with SQL queries from inside a Java application in order to add, sort, and retrieve data, and delivered two complete projects to the program. I contributed to multiple open source projects, developing in C# and Java. Functioned as support manager for the communities of open source projects, aiding in troubleshooting and documenting feature requests. I also maintained an open source plugin for a popular video game modification platform, which has tens of thousands of users. Show less

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  American Pest

  Dec 2021 - Feb 2023

  IT Analyst

  I was part of a small team managing the information technology side of American Pest by performing system administrative duties such as user creation and maintenance, distribution list creation and adjustments, Exchange mailbox creation, and other duties in Active Directory and Microsoft Azure. My day to day consisted of supporting the business with hardware and software issue resolution, and continually improving processes to enhance and streamline our practices. I developed scripts using Javascript and Powershell to improve the efficiency of our regular duties, deployed files from AWS storage, and worked with management to define and document standard operating procedures to ensure the success of our business. I also spearheaded the rollout of Windows Autopilot to our local enterprise, and was a part in transitioning from using ManageEngine Endpoint Central to Microsoft Intune for our remote device management. Show less

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  The Cadmus Group

  Feb 2023 - Jul 2023

  Client Technical Support

  At Cadmus, I was on a team of four people handling on average 150 tickets a week. My other list of duties included managing SharePoint sites, Microsoft licenses, Exchange mailboxes and distribution lists, and general hardware break/fix scenarios and routine upgrades. I assisted in the rollout of devices after an acquisition which expanded our support range worldwide. I also used Microsoft Intune to manage mobile and laptop devices and provided insight on utilizing Windows Autopilot to ease the process. Show less

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  GovCIO

  Oct 2023 - now

  Exchange Administrator

  I'm part of a small team responsible for ensuring the operations of Exchange, Active Directory, secure access control of network file sharing, and the whole Microsoft 365 software-as-a-service platform go smoothly and without incident for the entirety of a particular government organization. As the most technically experienced member of the team, I provide mentorship to my teammates and handle the more advanced and involved requests we get. I share with my team quick scripts I've written up to handle batch operations for things such as user administration and group creation. Show less