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rename 'portfolio' in contact info

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Charles Danesi
2025-09-23 13:27:53 -04:00
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Charles Danesi
Elyria, OH
Email: [charles@danesi.dev](mailto:charles@danesi.dev) | Phone: [440.213.1299](tel:440-213-1299)
[LinkedIn](https://www.linkedin.com/in/charlesdanesi) | [Portfolio](https://charlesdanesi.net)
[LinkedIn](https://www.linkedin.com/in/charlesdanesi) | [Technical Links Hub](https://charlesdanesi.net)
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### Help Desk Technician | Multi-Platform Support Specialist | Windows • macOS • IT Troubleshooting
### Professional Summary
Help Desk Technician with extensive experience providing responsive technical support for Windows and macOS environments. Expert in diagnosing and resolving hardware, software, and network issues while maintaining exceptional client satisfaction. Proficient with enterprise ticketing systems (ServiceNow, Jira, Zendesk) and remote support tools. Proven ability to translate technical concepts for non-technical users and document solutions for knowledge base development. Committed to first-contact resolution and maintaining system uptime.
IT Support Specialist with 22+ years of experience resolving hardware, software, and network issues across Windows and macOS environments while maintaining **99.9% system reliability**. Proven ability to deliver responsive remote support using industry-standard tools and translate technical concepts for non-technical users. Skilled in enterprise ticketing systems (Zammad) that improve first-contact resolution and documentation for knowledge base development. Available immediately for remote support roles.
### Core Competencies
Help Desk Support, Windows 10/11 Troubleshooting, macOS Support Specialist, Directory Services Integration, Network Diagnostics, Remote Access Tools, Client Authentication Troubleshooting, Knowledge Base Development, First-Contact Resolution, Cross-Platform Support
Help Desk Support, Windows 10/11 Troubleshooting, macOS Support Specialist, Directory Services Implementation, Network Diagnostics, Remote Access Tools, Client Authentication Solutions, Knowledge Base Development, First-Contact Resolution, Cross-Platform Support
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- Performed component-level diagnostics and repairs for laptops and mobile devices
- Delivered client-focused repair solutions and authored internal SOPs
- **Identified critical backlog of dormant devices** that led to PC Repair Program creation
- **Recognized by leadership** for technical expertise in resolving complex device issues
- **Selected by Operations Director** to resolve critical backlog of dormant devices, which evolved into TRG's PC Repair Program processing 1,000+ monthly devices
**Independent IT Consultant** | Wellington, OH | 1999 – 2021