Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Patty Grove

Bloomington

Summary

Dynamic and detail-oriented professional with a strong focus on process improvement and strategic business initiatives. Proven ability to manage multiple tasks while maintaining a positive and supportive team environment. Recognized for leading by example and working collaboratively to ensure team success, especially during periods of transformation. Known for a calm, can-do attitude that fosters creativity and problem-solving among team members. Instrumental in developing streamlined plans for role mergers, enabling efficient completion of projects with limited resources. Committed to continuous self-improvement and adept at critical thinking, decision-making, and exercising sound judgment.

Overview

27
27
years of professional experience

Work History

Senior Technical Specialist

HCL America Inc. (HCLTech)
Bloomington
03.2023 - Current
  • Assigned to the State Farm Insurance (R) account, leading project work to convert State Farm agent offices to Agent Voice Services - Session Initiation Protocol Trunking (AVS-SIPT).
  • Communicated technical information to agents in simple, easy-to-understand terms.
  • Trained newcomers on process flow, tools, and provisioning to facilitate the conversion.
  • Provided training and documentation to transition project responsibilities to other team members.

Technology Analyst

State Farm Insurance Inc
Bloomington
12.1998 - 02.2023
  • Led enterprise-scale projects affecting 19,000 agent offices, streamlining workflows and reducing timelines—cut one project by five months.
  • Collaborated with stakeholders to assess current processes and implement AVS-SIPT technology, redefining roles and responsibilities.
  • Created user-friendly technical documentation, including process maps and flowcharts, to support change management.
  • Facilitated vendor onboarding through training and documentation to ensure process alignment and smooth adoption.
  • Spearheaded DocuSign implementation, enhancing electronic workflow efficiency; conducted comprehensive team training.
  • Built ServiceNow catalog items, resolved ticket escalations, and developed Knowledge Items to support operational excellence.

Education

BBA - Business Management

Lincoln College
Lincoln, Illinois, IL
11-2010

Skills

  • Strategic business focus
  • Project management
  • Process improvement
  • Technical documentation
  • Training delivery
  • Decision-making and judgment

Affiliations

  • Enjoy crafting projects such as painting, beading, wreath design, and floral arranging
  • Passionate about seasonal decorating—especially Christmas, when I display up to nine full-size Christmas trees
  • Tackle home remodeling projects with a hands-on, design-focused approach
  • Love solving puzzles and playing logic-based electronic games (e.g., Sudoku2Pro, Wordscapes, Mahjong, Solebon Pro)
  • Cherish time spent with my grandchildren—whether playing, learning, or simply enjoying their company
  • Avid traveler who enjoys exploring new places, cultures, and experiences

Timeline

Senior Technical Specialist

HCL America Inc. (HCLTech)
03.2023 - Current

Technology Analyst

State Farm Insurance Inc
12.1998 - 02.2023

BBA - Business Management

Lincoln College
Patty Grove