diff --git a/resume.md b/resume.md index e42b841..d01d04d 100644 --- a/resume.md +++ b/resume.md @@ -1,28 +1,26 @@ -Charles Danesi -Elyria, OH -Email: [charles@danesi.dev](mailto:charles@danesi.dev) | Phone: [440.213.1299](tel:440-213-1299) +**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) | [Technical Links Hub](https://charlesdanesi.net) --- ### Professional Summary -Infrastructure Support Specialist with 22+ years of experience resolving complex technical issues while maintaining **99.9% system reliability** across production environments. Proven ability to deliver responsive remote support using Remotely and implement directory services solutions that minimize business disruption. Skilled in enterprise ticketing systems (Zammad), network configuration, cross-platform troubleshooting, and Bash scripting for workflow automation. Authored comprehensive documentation for all client solutions. Available immediately for remote or hybrid roles. +IT Support Specialist with 22+ years of hands-on experience delivering technical solutions across Windows, macOS, and Linux environments. Skilled in remote troubleshooting, workflow optimization, and configuration management with a focus on maintaining system reliability and operational efficiency. Experienced in building and managing production-style environments for testing, automation, and professional development. Adept at problem-solving, client communication, and independently managing technical projects. + +--- ### Core Competencies -Windows Server Administration, macOS Support Specialist, Directory Services Implementation, Linux Administration (RHEL/CentOS), Network Configuration, Remote Desktop Support, Enterprise Ticketing Systems, Bash Scripting, Security Remediation, Configuration Management - --- ### Key Achievements -- Spearheaded TRG's PC Repair Program as Electronics Repair Technician; processed **1,000+ monthly devices for Cintas (generating $100k+ annual revenue)**, Federal Reserve Bank facilities, and US Marine Corps accounts through TRG's repair program -- Maintained **99.9% uptime** across critical services in professional development environment supporting DNS, mail, and authentication systems for 15+ self-hosted applications -- Designed cross-platform troubleshooting workflows tested across macOS (Monterey → Sequoia), Linux (Arch, RHEL/CentOS), and Windows environments -- Implemented enterprise-grade security practices including regular patching cycles and access controls that prevented security incidents in professional development environment -- Developed efficient remote support methodologies that minimized system downtime while maintaining clear client communication -- Configured and maintained professional development environment using industry-standard tools including Authentik (directory services), Zammad (ticketing), and Remotely (remote access) +- Designed and implemented a professional homelab environment hosting ~90 self-managed services, including remote access, ticketing, billing, and monitoring systems, fully operational for testing and learning enterprise IT workflows. +- Built and ran TRG’s PC Repair Program, independently managing intake, diagnostics, repair, and RMA coordination, consistently exceeding throughput expectations. +- Served as the primary specialist for complex devices and multi-thousand-dollar printers, developing repair workflows that ensured client satisfaction and contract continuity. +- Authored and maintained comprehensive troubleshooting guides and SOPs across multiple platforms (Windows, macOS, Linux), improving resolution efficiency for both internal and external stakeholders. +- Implemented secure remote access practices and system management procedures to maintain uptime, data integrity, and client trust in both self-managed and production environments. --- @@ -30,26 +28,26 @@ Windows Server Administration, macOS Support Specialist, Directory Services Impl **Lead PC Repair Technician** — _TRG_ | Westlake, OH | Mar 2022 – Jan 2025 -- **Sole operator** of PC Repair Program from concept to revenue-generating operation, processing **1,000+ monthly devices** for Cintas ($100k+ annual revenue), Federal Reserve Bank facilities, and US Marine Corps accounts -- **Developed all SOPs, workflows, and priority systems** with strict adherence to data security protocols -- **Managed full device lifecycle** including receiving, shipping, and direct warranty coordination with Microsoft, HP, Dell, and Lenovo -- **Obtained HP and Lenovo technician certifications** during employment (valid through TRG's authorized repair agreements) -- **Scaled operations during peak demand** by training temporary staff for device intake while maintaining sole responsibility for technical execution +- Sole operator of PC Repair Program, managing diagnostics, repair, and RMA processes for high-volume device intake. +- Developed **SOPs, workflows, and escalation systems**, enabling consistent, secure, and efficient repair operations. +- Managed full device lifecycle including diagnostics, component replacement, testing, and warranty coordination with Microsoft, HP, Dell, and Lenovo. +- Trained temporary staff during peak demand while maintaining technical execution as sole operator. +- Led specialty projects for high-value devices and printers, serving as primary point of contact for key clients and maintaining relationships with manufacturers. -**Electronics Repair Technician → Senior Technician** — _TRG_ | Westlake, OH | Sep 2020 – Mar 2022 +**Senior Electronics Repair Technician** — _TRG_ | Westlake, OH | Sep 2020 – Mar 2022 -- Performed component-level diagnostics and repairs for laptops and mobile devices -- Delivered client-focused repair solutions and authored internal SOPs -- **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 +- Specialized in microsoldering and component-level repairs for complex devices, maintaining exclusive responsibility for sensitive tasks. +- Led project to resolve dormant device backlog, creating workflows and repair processes adopted company-wide. +- Designed and implemented processes to handle backlog and complex repair projects, improving throughput and reducing turnaround times. +- Served as primary technical contact for specialized printer repair project, collaborating directly with customer engineers and vendors. -**Independent IT Consultant** — | Wellington, OH | 1999 – 2021 +**IT Consultant / Technical Solutions Provider** — _Independent_ | Wellington, OH | 1999 – 2021 -- Provided Windows, macOS, and Linux technical solutions for SMB clients through independently managed consulting practice -- **Authored comprehensive documentation** for all client solutions to ensure knowledge transfer and continuity -- **Implemented professional development environment** with **99.9% uptime** supporting DNS, mail, and authentication services -- **Deployed Authentik** as directory services solution managing access across macOS (Monterey → Sequoia), Linux, and Windows environments -- **Developed standardized troubleshooting methodologies** validated through professional development environment testing +- Provided on-site and remote technical support for small businesses and individual clients across Windows, macOS, and Linux environments. +- Managed hardware, software, and networking issues including component replacement, virus remediation, and system upgrades. +- Implemented workflows and documentation to ensure secure knowledge transfer and client continuity. +- Specialized in consumer electronics repairs (video game consoles, handheld devices, tablets, phones) and refurbished devices for resale. +- Configured home-based IT solutions to simulate enterprise environments for testing and workflow development. --- @@ -57,24 +55,24 @@ Windows Server Administration, macOS Support Specialist, Directory Services Impl **Professional Development Environment** | Ongoing -- Architected and maintain **99.9% uptime infrastructure** supporting DNS, mail, and authentication services for 15+ self-hosted applications including GitLab and Nextcloud -- Implemented Authentik as primary directory services solution managing access across macOS (Monterey → Sequoia), Linux (RHEL/CentOS), and Windows environments -- **Deployed Ansible playbooks** for consistent configuration management across all environments -- Configured enterprise-grade monitoring and backup solutions ensuring business continuity with verified recovery processes -- Validated all troubleshooting methodologies in production-like environment before client deployment -- Built and operate a full MSP-style stack including Zammad (ticketing), Invoice Ninja (billing), Remotely (remote access), and Authentik (SSO) +- Architect and maintain **production-grade infrastructure** supporting DNS, mail, authentication, monitoring, and backup for 90+ self-hosted applications, including GitLab and Nextcloud. +- Configured enterprise-grade tools including Authentik, Remotely, and Zammad to test workflows, automation, and remote troubleshooting methodologies +- Designed, deployed, and maintain enterprise-grade monitoring, logging, and backup solutions, ensuring system uptime, security, and verified disaster recovery. +- Deploy **Ansible playbooks** for configuration management and automate recurring maintenance tasks. +- Validated cross-platform troubleshooting techniques for Windows, macOS (Monterey → Sequoia), and Linux (Arch, RHEL/CentOS) before deployment in real-world scenarios +- Built infrastructure to simulate MSP-style operations for personal professional development and testing --- ### Certifications & Professional Development -- Google IT Support Professional Certificate (Expected Completion: Oct 2025) -- Tech Support Fundamentals (Google, Completed: Jul 2025) -- Lenovo Qualified PC Service Technician (Valid through TRG employment: Mar 2022 – Jan 2025) -- The Git & Github Bootcamp (Udemy, Completed: Jul 2021) +- Google IT Support Professional Certificate (Expected Oct 2025) +- Tech Support Fundamentals (Google, Completed Jul 2025) +- Lenovo Qualified PC Service Technician (TRG, Mar 2022 – Jan 2025) +- The Git & GitHub Bootcamp (Udemy, Completed Jul 2021) --- ### Education -General Education Development (GED) | 1999 +GED | 1999