diff --git a/resume.md b/resume.md index d01d04d..5059373 100644 --- a/resume.md +++ b/resume.md @@ -6,47 +6,47 @@ Elyria, OH | Email: [charles@danesi.dev](mailto:charles@danesi.dev) | Phone: [44 ### Professional Summary -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. +IT Support Specialist with 22+ years of hands-on experience delivering technical solutions across Windows, macOS, Linux, and consumer electronics. Skilled in remote troubleshooting, workflow optimization, and system management. Experienced in independently building and managing production-style environments for testing, automation, and professional development. Adept at problem-solving, client communication, and managing technical projects. --- ### Core Competencies +Cross-Platform Troubleshooting, Remote Support & Workflow Optimization, Hardware Diagnostics & Repair, Network Configuration, Scripting & Automation (Bash/Ansible), System Monitoring & Backups, Documentation & SOPs, Technical Project Management, Self-Hosted Infrastructure Management, Cloud & SaaS Tools (End-User Administration) + --- ### Key Achievements -- 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. +- Built and maintain a professional homelab environment hosting ~90 self-managed services, including remote access, ticketing, billing, monitoring, and automation systems for testing and learning enterprise IT workflows. +- Created and ran TRG’s PC Repair Program, independently managing intake, diagnostics, repair, and warranty 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 maintained contract continuity. +- Authored and maintained comprehensive troubleshooting guides and SOPs across multiple platforms (Windows, macOS, Linux), improving efficiency and knowledge transfer. - Implemented secure remote access practices and system management procedures to maintain uptime, data integrity, and client trust in both self-managed and production environments. --- ### Work Experience -**Lead PC Repair Technician** — _TRG_ | Westlake, OH | Mar 2022 – Jan 2025 +#### Lead PC Repair Technician — TRG | Westlake, OH | Mar 2022 – Jan 2025 - 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. +- 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. +- Trained temporary staff during peak demand while maintaining technical execution. +- Led specialty projects for high-value devices and printers, serving as primary technical contact for key clients and maintaining manufacturer relationships. -**Senior Electronics Repair Technician** — _TRG_ | Westlake, OH | Sep 2020 – Mar 2022 +#### Senior Electronics Repair Technician — TRG | Westlake, OH | Sep 2020 – Mar 2022 - 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. -**IT Consultant / Technical Solutions Provider** — _Independent_ | Wellington, OH | 1999 – 2021 +#### IT Consultant / Technical Solutions Provider — Independent | Wellington, OH | Jun 1999 – Mar 2021 -- Provided on-site and remote technical support for small businesses and individual clients across Windows, macOS, and Linux environments. +- Provided on-site and remote technical support for small businesses and individuals 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. +- Specialized in consumer electronics repairs (game consoles, handheld devices, tablets, phones) and device refurbishment for resale. - Configured home-based IT solutions to simulate enterprise environments for testing and workflow development. --- @@ -55,12 +55,12 @@ IT Support Specialist with 22+ years of hands-on experience delivering technical **Professional Development Environment** | Ongoing -- 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 +- Architect and maintain production-grade infrastructure supporting DNS, mail, authentication, monitoring, backup, and ~90 self-hosted services. +- Configured 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 +- Deploy Ansible playbooks for configuration management and recurring maintenance automation. +- 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. --- @@ -75,4 +75,4 @@ IT Support Specialist with 22+ years of hands-on experience delivering technical ### Education -GED | 1999 +General Education Development (GED), State of Ohio | 1999