Yonathan Teka
Springfield
Summary
Detail-oriented and technically proficient Desktop Support Analyst with hands‑on experience supporting federal agency operations through Insight Global at USAID. Skilled in imaging laptops, configuring security tools (YubiKeys), troubleshooting hardware/software issues, and utilizing platforms like ServiceNow and VDI. Understanding of system administration tools including BIOS and Admin account access. Flexible Desktop Support Specialist ready to excel in any operational structure and enhance all support departments. Talented at discerning root causes and deriving solutions even with minimal information and physically restricted system access. Skilled provider of service via in-person interactions or remote support solutions. History of minimizing downtime by responding to problems with an efficient mindset. Excellent communication, planning and interpersonal skills with a superior work ethic.
Overview
4
4
years of professional experience
Work History
Desktop Support Analyst
Insight Global, Contracted, USAID
01.2025 - 08.2025
- Imaged and deployed laptops across various USAID departments and field offices
- Created and configured YubiKeys for multi‑factor authentication and secure system access
- Provided technical support to users with hardware/software issues across remote and in‑office environments
- Managed tickets and incident resolution using ServiceNow
- Supported virtual desktop infrastructure (VDI) and remote user environments
- Accessed systems via Admin Account to perform high‑level diagnostics and updates
- Worked within BIOS and performed hardware replacements including RAM and hard drives
- Provided technical support to users for hardware and software issues.
- Troubleshot desktop and laptop problems efficiently for diverse clients.
- Installed and configured operating systems and applications on user devices.
- Maintained inventory of computer equipment and accessories for office use.
- Managed remote backup and restoration services for new and replacement systems, maintaining consistent data integrity and transmission compliance with policies.
- Supported users with in-person and remote technical assistance.
Call Center Representative
Dynata
Shelton
11.2021 - 02.2022
- Cold Calls out in regards to surveys
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Education
Bachelor of Science - Finance
Virginia Commonwealth University
Richmond, VA05.2023
Skills
- ServiceNow, VDI, GlobalProtect VPN, BIOS
- IT Operations: Laptop Imaging, YubiKey Configuration, Remote Support
- Access and security: Admin account access, MFA setup
- Software:
- Microsoft Excel, Windows OS Administration
- Virtualization technologies
- Systems management
- Active Directory management
- Remote assistance
- Troubleshooting skills
- Asset inventory management
Timeline
Desktop Support Analyst
Insight Global, Contracted, USAID
01.2025 - 08.2025
Call Center Representative
Dynata
11.2021 - 02.2022
Bachelor of Science - Finance
Virginia Commonwealth University
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