Paul Anitini
Houston,TX
Summary
Desktop Technician and Helpdesk Support Analyst with six years of experience delivering reliable, customer-focused IT support. Skilled in diagnosing and resolving hardware, software, and network issues, while managing service requests and configuring workstations for optimal performance. Adept at documenting detailed troubleshooting steps in ticketing systems, and supporting a wide range of applications and technologies. Known for strong communication, attention to detail, and a solutions-driven mindset. A dependable team player who takes initiative to reproduce issues, identify root causes, and ensure complete resolution, while enhancing the end-user experience.
Overview
9
9
years of professional experience
Work History
Desktop Technician
ASD Cybersecurity Solutions
Washington, DC
02.2021 - Current
- Collected and recycled outdated monitors, PCs, and printers as part of company sustainability efforts.
- Installed, configured, and maintained end-user hardware, software, and peripheral devices.
- Assisted in the development and implementation of an asset tracking system for computer hardware.
- Executed software installations and updates, including virus and malware removals.
- Took ownership of technical issues by conducting thorough problem analysis to restore service promptly.
- Replaced and reimaged laptops and desktops, transitioning from Windows 7 to Windows 10.
- Added PCs to the company domain, ensuring proper network integration.
- Managed and resolved support tickets for hardware and software issues efficiently.
- Provided user training on new software and hardware, enhancing overall team productivity.
- Troubleshot and resolved technical issues with clients, ensuring minimal downtime.
- Disassembled, moved, and reassembled computer desktops and peripherals as needed.
- Inspected and repaired server and hardware issues, maintaining optimal system functionality.
- Supported employees with various technical concerns, leading to increased satisfaction.
- Prioritized IT service requests through ServiceNow and JIRA for effective incident management.
- Analyzed log files to detect any suspicious activity or malicious activities on the network.
- Provided training to end-users regarding usage of newly installed applications or hardware devices.
- Ensured that all IT equipment was properly disposed of according to company policies.
- Troubleshot computer systems and networks to identify and resolve issues.
- Provided technical support to end-users via telephone or in-person visits.
- Updated anti-virus software on all desktops and laptops across the organization.
Help Desk Analyst
PharMEDium
Dayton, NJ
04.2017 - 01.2021
- Knowledge of Windows Workstation and Server and corresponding management consoles including Active Directory.
- Experience in prioritizing incoming IT service requests and incidents, utilizing ticketing systems like ServiceNow and JIRA for efficient tracking.
- Ability to effectively document and triage most calls.
- Implements equipment and technology that secures and hardens these types of platforms such as servers, gateways, remote desktop support and access.
- Works extensively with cloud software such as Azure and AWS.
- Receive technical support requests from internal users via phone, email, and online ticketing system.
- Interact with end-users in a professional and courteous manner, providing quality service.
- Accurately identify, evaluate, and prioritize end-users' issues, requests and/or questions.
- Provide first level support and other documentation as necessary to aid in troubleshooting, resolving, or reproducing the end-user issues or escalate as necessary.
- Document issues, requests and/or questions into the ticketing system.
- Regularly communicate with end-users as to the status of open tickets.
- Perform post-resolution follow-ups to issues/requests.
- Increase productivity by continued improvement of knowledge level and troubleshooting procedures.
- Provided IT support, diagnosing, and resolving hardware, and network issues for non-technical internal users.
- Configured hardware, devices, and software to establish workstations for employees, ensuring optimal functionality.
- Reviewed spam email submissions, identifying potential security threats and responding promptly.
Education
Bachelor of Science -
Howard University
Washington, D.C.12.2025
Skills
- End-user account management
- Hardware troubleshooting
- Printer support
- Critical thinking
- Customer service
- Ability to multitask
- Excellent oral and written communication
- Active Directory management
- Problem analysis
- Ticketing systems
- Help desk experience
- Remote desktop support
- Analytical skills
Timeline
Desktop Technician
ASD Cybersecurity Solutions
02.2021 - Current
Help Desk Analyst
PharMEDium
04.2017 - 01.2021
Bachelor of Science -
Howard University