Sta`vontrea (Trea) Trotter
Groveland,FL
Summary
Results-driven IT Specialist with 6+ years of enterprise technical support experience across healthcare and fulfillment environments. Specialized in Windows 10/11 migrations, Epic go-live support, device deployment, and ServiceNow ticket management. Proven team lead supporting 1,000+ end users, delivering large-scale system rollouts, and improving operational efficiency through documentation and process optimization.
Overview
6
6
years of professional experience
Work History
IT Specialist
Kroger Fulfillment Center
Groveland, FL
02.2024 - Current
- Provide Tier 1-3 technical support for 500+ enterprise users across Windows environments.
- Lead Windows 10 to Windows 11 migrations for 400+ devices across the main site and Florida spoke locations.
- Manage and resolve 40 to 60 ServiceNow tickets weekly, maintaining SLA compliance.
- Perform device diagnostics, upgrades, and repairs, reducing repeat incidents by 20%.
- Maintain detailed IT documentation, improving troubleshooting efficiency, and knowledge transfer.
- Managed and maintained over 50 Aruba network switches, including testing and replacements.
- Onboarded and offboarded over 200 employees annually, managing user accounts and system access.
- Configured and deployed over 500 laptops, desktops, tablets, Zebra devices, and Avaya phones.
- Supported 100+ enterprise printers, escalating vendor issues as needed.
- Managed Pelco and Avigilon camera systems covering multiple clinical and administrative locations.
- Created SOPs that reduced onboarding and deployment time by 25%.
- Supported conference room technologies (Crestron, American Sound) for executive and department meetings.
- Managed MAC address access using PuTTY to ensure network security and device compliance.
IS Field Support Team Lead (Contract)
AdventHealth
Orlando, Florida
02.2022 - 10.2023
- Served as Epic TDR Team Lead, supporting three large-scale healthcare go-live waves.
- Supported Epic implementations for 10 or more hospitals and facilities across multiple regions.
- Trained 100+ testers and end users on Epic workflows and validation procedures.
- Exported and analyzed Epic reports to track testing progress for over 1,000 devices and workflows.
- Submitted, tracked, and escalated hundreds of ServiceNow tickets for hardware and application issues.
- Coordinated testing schedules to minimize downtime and reduce workflow disruption by 30%.
- Performed user profile backups and device breakdowns for go-live readiness.
- Delivered daily status updates and executive-level reporting to leadership teams.
- Support Epic printer class mapping, testing, and user training.
IS Field Support Team Lead
Orlando Health
08.2019 - 01.2022
- Configure, deploy, and support 300+ laptops, desktops, tablets, Zebra devices, and printers.
- Upgraded 700+ systems from Windows 7 to Windows 10, prior to EPIC.
- Performed multiple moves and installed projects for the entire organization.
- Completed inventory for over 50 Orlando Health hospitals.
- Completed multiple different TDR scripts throughout departments as a TDR Tester.
- Performed user profile backups and device breakdowns for go-live readiness.
- Provided break/fix support, resolving 90% of issues on first contact.
- Supported Epic TDR and Pre-TDR projects, including mapping and data collection.
Education
Associate of Science - Information Technology
Keiser University
Orlando, FL01.2018
High School Diploma -
Lake Minneola High School
Minneola, FL06.2015
Skills
- Windows 10
- Windows 11
- Linux
- MacOS
- ServiceNow
- SCCM
- Epic
- VX Ops Center
- Laptops
- Desktops
- Tablets
- Zebra TC52/TC57
- Printers
- Avaya Phones
- Aruba Switches
- MAC Address Management
- Network Troubleshooting
- Microsoft Office Suite
- Adobe Products
- Desktop and Field Support
- Windows Migration and Configuration
- Device Imaging and Deployment
- User Account Management
- Hardware and Software Troubleshooting
- System Diagnostics and Upgrades
- IT Documentation and SOP Creation
- Conference Room Technology Support
- User Training and Onboarding
Timeline
IT Specialist
Kroger Fulfillment Center
02.2024 - Current
IS Field Support Team Lead (Contract)
AdventHealth
02.2022 - 10.2023
IS Field Support Team Lead
Orlando Health
08.2019 - 01.2022
Associate of Science - Information Technology
Keiser University
High School Diploma -
Lake Minneola High School