Yoel D. Email & Phone Number

Washington Dc-Baltimore Area

Arlington, Virginia, United States

• Public Trust Clearance• Performing remote troubleshooting through diagnostic techniques and pertinent questions• Serving as the first point of contact for customers seeking technical assistance over the phone or email• Deploy software and PC imaging on many PC's• Rebooting all machines for solving issues• Customer focused mentality• Effective communication and strong attention to detail• Monitor and respond quickly to incoming requests relate to IT issues.• Maintain computer systems and act as support if any system goes down.• Checklist through imaging services• Responsible for PC's, Printers, Servers, and related equipment (monitor, keyboard, mouse, hard drive, etc.).• Ability deploy, configure, and support operating systems on desktop and mobile• Understanding and appreciation for information security within systems and user devices.• Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time.• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting• Perform troubleshooting using different diagnostic techniques• Troubleshoot, diagnostics, perform troubleshooting using different diagnostic techniques• Troubleshoot, diagnose, and resolve technical hardware and/or software issues, and resolve technical hardware and/or software issues

Richmond, Virginia, United States

• Provide support for implementation, troubleshooting and maintenance of IT systems• Manage the daily activities of configuration and operation of IT systems• Provide Tier 1 (Help Desk) problem identification, diagnosis and resolution of problems• Provide assistance to users in accessing and using IT systems• Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices, etc.• Provide Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems• Answer phone, retrieve email and voicemail messages and accurately and thoroughly record and document into ServiceNow Incident tracking system

Information Technology

Education record