Eurekia Glover
IT Specialist
Danville,IL
Summary
Resourceful System Administrator consistently responds to wide range of technical challenges with focused and creative approach. Highly effective at problem solving and decision making. 10+ years of progressive IT experience.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
Work History
Network Systems Administrator
Decisive Point Consulting Group
Danville, IL
11.2020 - Current
- Deployed antivirus and security solutions throughout entire system network.
- Installed patches and performed backups, system builds and image updates.
- Configured networks for smooth, reliable operation to meet business processes and objectives.
- Administered quality customer service to in-house staff and satisfied concerns on daily basis.
- Installed and upgraded Veteran's Affairs internal and third party software.
- 35-40 hours of work per week
Help Desk Specialist
Genpact
Danville, IL
09.2018 - 08.2019
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- 35-40 hours of work per week
Work Study Student
Danville Area Community College
Danville, IL
01.2018 - 05.2018
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs using MS Office suite.
- Upheld strict security procedures to maintain data confidentiality.
- Supported IT staff on special assignments, including Windows 10 deployment and computer lab upgrade projects, through deployment and installation.
- Configured hardware, devices and software to set up work stations for employees.
- Installed, modified and repaired software and hardware to resolve technical issues.
- 35-40 hours of work per week
Call Center Customer Service Representative
TeleTech Holdings
Danville, IL
09.2014 - 04.2016
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Documented and detailed calls and complaints using call center's CRM database.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Answered over 10 calls per hour to meet fast-paced call center demands.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- 35-40 hours of work per week
Education
Associate in Applied Science - Computer And Networking Administration
Danville Area Community College
Danville, IL 08.2016 - 05.2018
Skills
Data backups
Network repairs and maintenance
Analysis and critical thinking
Network security oversight
Timeline
Network Systems Administrator
Decisive Point Consulting Group
11.2020 - Current
Help Desk Specialist
Genpact
09.2018 - 08.2019
Work Study Student
Danville Area Community College
01.2018 - 05.2018
Associate in Applied Science - Computer And Networking Administration
Danville Area Community College
08.2016 - 05.2018
Call Center Customer Service Representative
TeleTech Holdings
09.2014 - 04.2016