Summary
Overview
Work History
Education
Skills
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Karen McGriff

Lancaster,TX

Summary

Highly organized and experienced team leader with a proven ability to build positive rapport, inspire trust, and guide teams towards achieving organizational goals. Skilled in facilitating collaboration across departments, working closely with co-management and top-level leadership to ensure seamless coordination and effective communication. Recognized as an excellent trainer and mentor, adept at developing the skills and potential of team members to drive success.

Overview

9
9
years of professional experience

Work History

Quality Assurance/Knowledge Manager, Lineage Service Desk

Brillio
01.2023 - 02.2024
  • Create and implement Quality Program
  • Create ticket and call audit sheets for team leads to complete for agents
  • Conduct reviews of the audits to verify that the leads are consistent with the scoring
  • Create monthly reviews of the audits to show accomplishments and areas of improvement
  • Create monthly quizzes to review and understand new applications and procedures
  • Create new and updated knowledge documents
  • Review and standardize existing knowledge documents
  • Collaborate with content owners to verify the validity of the knowledge documents
  • Assist with the transition from Kaseya to Service Now training
  • Decreased knowledge document publication time from 7 business days to 3 or fewer business days
  • Ran statistical analyses within software to process large datasets.

Team Lead/Service Desk Analyst, Lineage Service Desk

Brillio
09.2018 - 12.2023
  • Assist Lineage employees and contractors with access and troubleshooting hardware and software issues in the US and Europe
  • Software included Adobe, Office, Workday, Kaseya, ServiceNow, and proprietary software
  • Create, update, and publish knowledge documents
  • Troubleshoot network issues for desktops, laptops, printers and tablets
  • Train users on software and hardware new to their system
  • Train new employees and conduct reoccurring training for current employees
  • Participated in weekly meetings with clients and other teams for project updates and client concerns
  • Complete weekly and monthly reports about the team’s performance
  • Maintain a minimum of 85% customer satisfaction from surveys
  • Create user accounts using Active Directory
  • Create distribution lists and shared mailboxes using Exchange Admin
  • Coordinate with additional teams on major outages within the company
  • Conduct reviews of calls and tickets
  • Coordinate bi-monthly schedule for a 24/7 environment
  • Conduct knowledge transfers with newly acquired companies
  • Update PCs using SCCM or direct log-in

Benefits / Memorial Service Desk Supervisor

ASM Research and Adams Communications & Engineering Technology
12.2014 - 03.2018
  • Directly supervises up to sixty Service Desk agents at four locations
  • Attend Incident meetings and provide continuous status updates to support major outages and coordinate resolution
  • Schedule and monitor all schedules and not-ready times to support daily operations
  • Coordinates with government customers and continually modifies knowledge database to support ongoing operational changes
  • Manages helpdesk tickets and determines whether internal Tier II or III support or vendor support is necessary; encourages and promotes FCR tickets at the Tier 1 level
  • Oversee monthly quality assurance monitoring and reporting
  • Create strategies with team leads and upper management to improve team performance
  • Conduct monthly metrics and performance reviews with technicians
  • Create reports to track daily/monthly team progress
  • Set up accounts in support of new employees
  • Review misrouted tickets with Referral Team assistance and provide recurrent training/counseling as required
  • Work with Incident Management and Subject Matter Experts (SME) to resolve issues with software and hardware that affect VA personnel
  • Analyze weekly, monthly, and annual trends for scheduling adjustments needed to fulfill contractual obligations
  • Conduct interviews for new candidates and complete evaluations of each candidate
  • Process payroll on a bi-monthly basis
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.

Team Lead

Netsync
10.2014 - 12.2014
  • Install and update Microsoft phones in specific Dallas Independent School District (DISD)
  • Train my team how to install, update, and configure Microsoft phones efficiently
  • Coordinate with DISD representative times for my team to meet at the schools to install the new phones
  • Keep accurate records of phones that have been installed and any problems we ran into
  • Keep track of my team’s mileage and hours for the week and report it weekly to Netsync
  • Designate teams for days with multiple job locations
  • Once the phones are updated and activated in the DISD system, train the DISD employees on the use and functions of the new phone system
  • Managed schedules, accepted time off requests and found coverage for short shifts.

Education

Master of Science - Data Analytics

Western Governors University
Salt Lake City, UT
09-2026

Bachelor of Science - Computer Science

South Carolina State University
Orangeburg, SC

Associate of Science - Computer And Information Sciences

Trident Technical College
Charleston, SC

Skills

  • Trend tracking
  • Work assignment delegation
  • Performance monitoring
  • Change management
  • Employee training
  • Performance improvement
  • Attention to detail
  • Relationship building
  • Quality control
  • Coaching and mentoring
  • Process improvement
  • Client communication

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Karen McGriff