Karen
karentgrayer@gmail.com
423-999-0157
Cleveland, TN 37311
Senior Business Analyst Lead
17 years experience W2
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Summary

Cloud Foundry Experience

  • Risk Champion Lead
  • ITSM Service Now Experience with Knowledge Base, Incident Management and Reporting
  • Successfully transitioned key major accounts into an outsourced technical environment in record time
  • Strong background supporting the use of ACD and WFM hardware/software environments
  • Developed/delivered various training material to assist in accomplishing higher first call resolution in all centers
  • Developed a Leadership Development Training Program for Entry Level Personnel and mentored several leadership development managers
  • Successfully managed large technical workforces Tier 1 thru 3 with multiple support activities
  • Developed a work at home program for ATT and BP call center representatives that allowed them to work from home based on business need, tenure and level of responsibilities.
  • Managed ACD/WFM vendors to maximize utilization of call center tools.
  • Created and delivered technical training to customers, peers and direct reports.
  • Certified 3 major call center sites in a 9-month time frame onto TL9000 ISO Quality Program and maintained that yearly re-certification as well as received my quality auditor certification

Experience
Education
DeVry University 2017
DePaul University
of training
Phoenix University
Certifications
Certified 3 major call center sites in a 9-month time frame onto TL9000 ISO Quality Program
Skills
BSA
2018
4
Business Analysis
2018
4
Database Design
2018
4
Incident Management
2018
4
IVR
2018
4
Middleware
2018
4
MS SharePoint
2018
4
Network Security
2018
4
NOC
2018
4
Change Management
2009
2
Project Management
2009
2
Workforce Management
2009
2
Agile Methodology
2014
1
Analysis
2014
1
Auditing
2007
1
Business Requirements
2014
1
MS Visio
2014
1
Product Owner
2014
1
Scrum
2014
1
SOW
2007
1
System Analysis
2014
1
Test Case Preparation
2014
1