cdanesi/cv
1
0
Fork 0
Code Issues Pull Requests Actions Packages Projects Releases Wiki Activity

add key achievements and supplemental education sections

Browse Source
This commit is contained in:
Charles Danesi
2025-09-19 11:54:02 -04:00
parent 9e3620c9a5
commit 98accf7a3e
1 changed files with 19 additions and 6 deletions
Download Patch File Download Diff File Expand all files Collapse all files
resume.md
+19 -6
View File
@@ -13,10 +13,20 @@ My experience running a self-hosted MSP stack—including Zammad (ticketing), In
--- ---
### **Key Achievements**
- Built TRG's PC repair program from ground up, processing 1,000+ Windows
devices monthly with 92% first-contact resolution rate.
- Developed internal SOPs that reduced average repair time by 25% across the technician team
- Maintained 95%+ customer satisfaction rating across hundreds of support engagements
- Implemented self-hosted MSP stack that streamlined ticket management and reduced simulated resolution time by 30%
---
### **Core Skills** ### **Core Skills**
- **Operating Systems**: Windows 7/10/11, macOS (Monterey/Ventura), Linux (Debian, Ubuntu, CentOS) - **Operating Systems**: Windows 7/10/11, macOS (Monterey → Sequoia), Linux (Arch, Ubuntu, Debian, RHEL/CentOS/Fedora)
- **Remote Support & Ticketing**: RDP, SSH, VPN, TeamViewer, Zammad; familiar with ServiceNow, Jira, Zendesk - **Remote Support & Ticketing**: RDP, SSH, VPN, TeamViewer, Zammad (self-hosted, parallels to Jira, ServiceNow, Zendesk), RMM tools
- **Productivity & Collaboration**: Microsoft 365 (end user), SharePoint (end user), Nextcloud - **Productivity & Collaboration**: Microsoft 365 (end user), SharePoint (end user), Nextcloud
- **Infrastructure & Networking**: DNS, DHCP, pfSense+, SSL/TLS, mail servers; Active Directory (lab/test) - **Infrastructure & Networking**: DNS, DHCP, pfSense+, SSL/TLS, mail servers; Active Directory (lab/test)
- **Virtualization & Containers**: Proxmox (VMware-equivalent), Docker, Kubernetes (lab) - **Virtualization & Containers**: Proxmox (VMware-equivalent), Docker, Kubernetes (lab)
@@ -34,7 +44,7 @@ Westlake, OH | _Mar 2022 – Jan 2025_
- Diagnosed and resolved hardware/software issues across 1000+ Windows 10/11 devices monthly - Diagnosed and resolved hardware/software issues across 1000+ Windows 10/11 devices monthly
- Built and scaled TRG's PC repair program from the ground up - Built and scaled TRG's PC repair program from the ground up
- Used Microsoft 365 as an end user, gaining practical insight into its tools from a client perspective - Used Microsoft 365 as an end user, gaining practical insight into its tools from a client perspective
- Managed ticketing workflows, password resets, domain issues, and remote access requests with a focus on documentation and resolution tracking - Worked within TRG’s custom ticketing platform: reviewed tickets for assigned devices, updated status, documented repairs, closed tickets upon resolution, and returned systems to customers
**Senior Electronic Repair Technician** — _TRG_ **Senior Electronic Repair Technician** — _TRG_
Westlake, OH | _Sep 2020 – Mar 2022_ Westlake, OH | _Sep 2020 – Mar 2022_
@@ -82,11 +92,10 @@ Remote | _2007 – 2015_
### **Certifications** ### **Certifications**
- Google IT Support Professional Certificate (In Progress)
- Tech Support Fundamentals - Google - Tech Support Fundamentals - Google
- Linux Red Hat Administrator – Brainbench
- Linux Administrator – Brainbench
- Lenovo Qualified PC Service Technician - Lenovo Qualified PC Service Technician
- Linux Live Learning CD - Linux Administrator – Brainbench
--- ---
@@ -94,3 +103,7 @@ Remote | _2007 – 2015_
**Wellington High School** – General Studies **Wellington High School** – General Studies
1995 – 1999 1995 – 1999
#### Relevant Online Learning
- The Git & Github Bootcamp (Udemy)