William Trottier Email & Phone Number

Created and maintained technical documentation for department and end users. Tracked issues in a centralized ticketing system (WebRT and ServiceDesk). Trouble shot various hardware and software issues for Windows, Mac OS X and Linux (CentOS 6). Spun up and managed VM’s in VSphere. Managed groups and advanced permissions in AD and NIS. Configured networking at the switch level for both Ethernet and Fiber. Knowledgeable of windows batch scripting and understanding of visual basic scripting. Created an image ensure all machines had the same setup and software. Created a process to ensure that new personnel had accounts created and equipment set up for their arrival. Deployed anti-virus while remediating any issues it may have created. Trained new staff in policies and procedures to get them quickly up to speed. Maintained FTP server accounts and disk space. Developed best practices for whole disk encryption. Coordinated needs for multiple departments to ensure a high level of support. Provided a superior level of support to my customers making sure that they are more than satisfied. I am able to express complex technical details to individuals without technical expertise.

Greater San Diego Area

First level triage of any technical issues (software/hardware). If there were any issues I was unable to resolve, I became the owner of the issue and facilitated its resolution with the local Help Desk. I deployed resources for new employees and ensured that any broken hardware was replaced promptly. I ordered new equipment and assisted in their evaluation. I also maximized the effectiveness or our current supplys by ensuring the proper users had the equipment they needed. I created and updated documentation on our internal Wiki. I verified and managed equipment for our distributed load render farm.

Greater San Diego Area

Help Desk: Take and record all issues that are reported into a centralized ticket system (SAP), provide level 1 support to address the issue or dispatch out to the required analyst or technician to resolve the problem. Trouble shot local computer issues and mechanical failures of various EAM equipment. Monitored and maintained a Data Center by checking servers and network equipment. Making sure that there are no outages or issues and insuring that any problems are corrected immediately. Well versed in an IBM Mainframe running the Z OS, IMS, JES2, MQ Series, and VSE. Supervised and trained staff members. Created Schedules for staff. Create and maintain documentation.