Lynaia Ferguson

Experience

• 

  Wittenberg University

  Jun 2007 - Aug 2011

  IT Support Technician

  Managed the service desk while coordinating and updating the database information for issues, assets and completed work.Facilitated order requests as needed to all student workers with direction on projects and repair tickets Oversaw projects that included routine computer maintenance, repair, software loading and removal.

• 

  Macy's

  Nov 2011 - May 2017

  Sales Associate

  Lead consultant for brand and driver of sales through direct contact with customers on the floor and through display arrangements. Maintained stock and displays of merchandise while addressing concerns with products to management. Fulfilled orders for online and in person pickup with great accuracy and efficiency.

• 

  H&R Block

  Jan 2015 - Apr 2018

  Customer Service Professional

  Assisted Clients with scheduling appointments by phone, checking in clients for appointmentsWelcomed walk-in guests by providing an introductory packet to those who are new to H&R block Front office administrator for clients and tax professionals with filing paperwork, processing of fees and ensuring accuracy of data base systems

• 

  Liberty Source PBC

  Mar 2017 - Sept 2019

  Compiled Spreadsheets and reports using numerous resources. Reviewed and sorted more than 5000 lines of data on varying sources for reporting. Provided technical assistance to staff and employees between different accounts. Assisted in the set-up, breakdown and facilities management throughout 4 buildings. Maintained ticket systems and asset management for ease of management relating to problems throughout the company. Conducted monthly review of expenses and reports submitted by the client for correctness or inconsistencies. Created profiles and charts for financial reports to aid in presentation to the CFO through Excel and Monitored expenses based on business policy standards and advised client of corrections needed if applicable.

  • Data Analyst

    Jan 2019 - Sept 2019

  • IT Support Specialist - Technician

    Jan 2018 - Jan 2019

  • Financial Analyst

    Mar 2017 - Jan 2018
• 

  Apex Systems

  Sept 2019 - May 2021

  IT Support Specialist (NMCI)

  Provide assistance to users in multiple queues for a wide range of issues. Perform Troubleshooting steps to fix issues that come through the high volume desk. Mastery of several aspects of the Support desk including Mobile Devices, Computer maintenance, and Virtual Environments.

• 

  SAIC

  Jun 2021 - May 2022

  Site Lead (NMCI)

  Guided agents towards paths to resolutions while assisting their customers. Gave feedback and coaching to upper management and agents regarding procedures and standardsOversaw day to day operation while maintaining business continuity. Primary contact to agents for time cards, desk related issues and concerns

• 

  CDW•G

  May 2022 - now

  Team Lead (NMCI) - Remotes

  Provide configuration and setup support to clients relating to printer and video telecommunications systemsInspire Coworkers on the team to work hard and ask questions to get answers to the issues we faceEncourage culture and work ethics to get the mission accomplishedGuide the team in achieving goals and exceeding expectations