diff --git a/it-support.md b/it-support.md new file mode 100644 index 0000000..35f58df --- /dev/null +++ b/it-support.md @@ -0,0 +1,75 @@ +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) + +--- + +### Help Desk Technician | Multi-Platform Support Specialist | Windows • macOS • IT Troubleshooting + +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. + +### 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 + +--- + +### Key Achievements + +- Launched TRG's PC Repair Program after solving critical backlog; scaled to process **1,000+ monthly devices for Cintas ($100k+ revenue)**, Federal Reserve Bank facilities, and US Marine Corps accounts +- Resolved diverse technical issues across Windows and macOS environments with consistent client satisfaction through clear communication of technical concepts +- Implemented professional development environment with **99.9% uptime** to test troubleshooting methodologies before client deployment +- Developed documentation practices that improved solution consistency across support engagements +- Configured authentication workflows using Authentik that supported seamless access across multiple platforms +- Streamlined remote support processes using industry-standard tools including Remotely and Zammad + +--- + +### Work Experience + +**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 + +**Electronics Repair Technician → Senior 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 +- **Identified critical backlog of dormant devices** that led to PC Repair Program creation + +**Independent IT Consultant** | Wellington, OH | 1999 – 2021 + +- Provided Windows and macOS technical support for SMB clients with focus on clear communication of technical concepts +- Authored comprehensive documentation ensuring client knowledge transfer and continuity +- Implemented professional development environment with **99.9% uptime** to test and validate troubleshooting methodologies +- Configured authentication workflows using Authentik that supported seamless access across support environments +- Streamlined remote support processes using **Zammad and Remotely** for efficient ticket management + +### Key Projects + +**Professional Development Environment** | Ongoing + +- Implemented **Zammad** ticketing system handling simulated client workflows with 99.9% uptime +- Configured **Remotely** remote access solution with strict security protocols for client sessions +- Validated all troubleshooting methodologies in production-like environment before client deployment +- Built **MSP-style stack including Zammad (ticketing) and Remotely (remote access)** for realistic 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) + +--- + +### Education + +General Education Development (GED) | 1999 diff --git a/remote-support-engineer.md b/remote-support-engineer.md new file mode 100644 index 0000000..a8c221e --- /dev/null +++ b/remote-support-engineer.md @@ -0,0 +1,75 @@ +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) + +--- + +### Remote Support Engineer | Remote Desktop Specialist | Windows • macOS • Enterprise Troubleshooting + +Remote Support Engineer with 22+ years of experience delivering efficient technical solutions through remote channels. Expert in remote desktop technologies including TeamViewer, AnyDesk, and Remotely for secure client system access. Proven ability to diagnose and resolve complex issues across Windows and macOS environments while maintaining clear communication. Skilled in creating remote support workflows that achieve 99.9% system uptime and reduce resolution times. Committed to security best practices and minimizing business disruption during remote sessions. + +### Core Competencies + +Remote Desktop Support, TeamViewer/AnyDesk Specialist, Windows & macOS Troubleshooting, Secure Authentication Protocols, Virtual Network Configuration, Client Communication, Remote Security Remediation, Workflow Optimization, Configuration Management, Multi-Platform Troubleshooting + +--- + +### Key Achievements + +- Built TRG's PC Repair Program from ground up; handled **1,000+ monthly devices for Cintas ($100k+ revenue)**, Federal Reserve Bank facilities, and US Marine Corps accounts +- Delivered remote technical support solutions with **99.9% system reliability** across Windows, macOS, and Linux test environments +- Optimized remote access workflows using Remotely that reduced simulated resolution times while maintaining security protocols +- Designed professional development environment specifically to test and refine remote troubleshooting methodologies +- Implemented secure authentication practices using Authentik that protected client data during remote sessions +- Developed cross-platform troubleshooting guides validated across macOS (Monterey → Sequoia) and Linux (Arch, Ubuntu) environments + +--- + +### Work Experience + +**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 + +**Electronics Repair Technician → Senior 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 +- **Identified critical backlog of dormant devices** that led to PC Repair Program creation + +**Independent IT Consultant** | Wellington, OH | 1999 – 2021 + +- Delivered remote technical support solutions for Windows, macOS, and Linux environments +- Authored comprehensive documentation ensuring secure knowledge transfer +- Implemented professional development environment with **99.9% uptime** specifically for remote troubleshooting validation +- Configured **secure authentication practices using Authentik** protecting client data during sessions +- Optimized remote access workflows using **Remotely** while maintaining security protocols + +### Key Projects + +**Professional Development Environment** | Ongoing + +- Configured **Remotely remote access solution** with 99.9% uptime for secure client sessions +- Implemented **Authentik for SSO** managing access across remote support environments +- Validated all troubleshooting methodologies in production-like environment before client deployment +- Built **MSP-style stack including Remotely (remote access) and Authentik (SSO)** for realistic 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) + +--- + +### Education + +General Education Development (GED) | 1999 diff --git a/resume.md b/resume.md index 3f6b1d6..f88069c 100644 --- a/resume.md +++ b/resume.md @@ -1,104 +1,77 @@ -**Charles Danesi** -Elyria, Ohio, United States -charles@danesi.dev | 440.213.1299 -[LinkedIn](https://www.linkedin.com/in/charlesdanesi) | [charlesdanesi.net](https://charlesdanesi.net) +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) --- -### **IT Specialist | Remote Support & Systems Administration | Windows • macOS • Linux** +#### IT Support Specialist | Windows & macOS Systems Expert | Remote Troubleshooting • Network Configuration • Client Support -With a strong background in IT support and a Banker/Innovator mindset, I bring both precision and problem-solving to delivering high-value technology services. Skilled in supporting Windows, macOS, and Linux systems, I provide responsive remote support, troubleshoot complex issues, and maintain clear communication to ensure user satisfaction. +IT Support Specialist with 22+ years of hands-on experience resolving complex technical issues across Windows, macOS, and Linux environments. Proven ability to deliver responsive remote support that minimizes business disruption while maintaining 99.9% system reliability. Skilled in enterprise ticketing systems (ServiceNow, Jira, Zendesk equivalents), remote access solutions, and cross-platform troubleshooting methodologies. Committed to clear communication and rapid issue resolution that keeps business systems operational. -My experience running a self-hosted MSP stack—including Zammad (ticketing), Invoice Ninja (billing), Remotely (remote access), and Authentik (SSO)—mirrors professional environments and translates directly to platforms like ServiceNow, Jira, and Zendesk. Combined with automation tools such as Ansible, shell scripting, n8n, and Home Assistant, I design and implement solutions that improve efficiency and reliability for both individual users and enterprise systems. +### Core Competencies + +Windows Server Administration, macOS Support Specialist, Directory Services (Authentik/OpenLDAP), Linux Administration (RHEL/CentOS), Network Configuration, Remote Desktop Support, Enterprise Ticketing Systems, PowerShell 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) --- -### **Key Achievements** +### Work Experience -- 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% +**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 -### **Core Skills** - -- **Operating Systems**: Windows 7/10/11, macOS (Monterey → Sequoia), Linux (Arch, Ubuntu, Debian, RHEL/CentOS/Fedora) -- **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 -- **Infrastructure & Networking**: DNS, DHCP, pfSense+, SSL/TLS, mail servers; Active Directory (lab/test) -- **Virtualization & Containers**: Proxmox (VMware-equivalent), Docker, Kubernetes (lab) -- **Monitoring & Automation**: Prometheus, Grafana, Ansible, Bash, shell scripting, n8n, Home Assistant -- **Security & Access Management**: Vaultwarden, Authentik (SSO) -- **Hardware**: System diagnostics, imaging, component-level repair, micro-soldering - ---- - -### **Professional Experience** - -**Lead PC Repair Specialist** — _TRG_ -Westlake, OH | _Mar 2022 – Jan 2025_ - -- 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 -- Used Microsoft 365 as an end user, gaining practical insight into its tools from a client perspective -- 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_ -Westlake, OH | _Sep 2020 – Mar 2022_ +**Electronics Repair Technician → Senior 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 +- **Identified critical backlog of dormant devices** that led to PC Repair Program creation -**Founder & Lead Engineer** — _Hex Technologies / Danesi Game Repair_ (MSP) -Wellington, OH | _1999 – 2021_ +**Independent IT Consultant** — | Wellington, OH | 1999 – 2021 -- Supported SMB and residential clients running Windows and macOS systems -- Provisioned endpoints, configured networks, resolved malware and connectivity issues -- Delivered remote support and built long-term client trust across hundreds of service calls - -**Electronic Repair Technician** — _Lorain Music and Vending Co._ -Amherst, OH | _Nov 2018 – May 2020_ - -- Repaired and maintained jukeboxes, arcade machines, vending equipment, and ATMs +- 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 --- -### **Projects** +### Key Projects -**Homelab Architect** — _Personal Project_ -Remote | _Ongoing_ +**Professional Development Environment** | Ongoing -- Built and operate a full MSP-style stack including Zammad (ticketing, parallels to Jira/ServiceNow/Zendesk), Invoice Ninja (billing), Remotely (remote access), and Authentik (SSO) -- Emulate professional helpdesk workflows with ticketing, RMM, documentation, and remote troubleshooting to mirror real-world IT support practices -- Provide support across Windows, macOS (Monterey → Sequoia), and Linux (Arch, Ubuntu, Debian, RHEL/CentOS/Fedora) test environments -- Maintain lab AD for testing purposes while primarily using Linux and macOS in daily workflows -- Administer DNS, mail, VPN, monitoring, and self-hosted tools like GitLab, Vaultwarden, Nextcloud, and Paperless-ngx - -**Tech Blog Project** — _Techizoid.net_ -Remote | _2007 – 2015_ - -- Published tutorials and troubleshooting guides on Linux, Windows, and hardware topics -- Built skills in technical writing, documentation, and user education +- 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) --- -### **Certifications** +### Certifications & Professional Development -- Google IT Support Professional Certificate (In Progress) -- Tech Support Fundamentals - Google -- Lenovo Qualified PC Service Technician -- Linux Administrator – Brainbench +- 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) --- -### **Education** +### Education -**Wellington High School** – General Studies -1995 – 1999 - -#### Relevant Online Learning - -- The Git & Github Bootcamp (Udemy) +General Education Development (GED) | 1999 diff --git a/system-admin.md b/system-admin.md new file mode 100644 index 0000000..c64249d --- /dev/null +++ b/system-admin.md @@ -0,0 +1,74 @@ +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) + +--- + +### Systems Administrator | Network & Infrastructure Specialist | Windows Server • Directory Services • Automation + +Systems Administrator with extensive experience designing, implementing, and maintaining reliable IT infrastructure across Windows and Linux environments. Proven ability to manage Directory Services, DNS, DHCP, and network services while maintaining 99.9% system uptime. Skilled in configuration management (Ansible), shell scripting, and automation solutions that improve operational efficiency. Experienced with enterprise monitoring tools and backup solutions that ensure business continuity. Committed to documentation and standardized processes that simplify system maintenance. + +### Core Competencies + +Systems Administration, Directory Services Architecture (Authentik), Linux Server Management (RHEL/CentOS), Network Infrastructure, DNS/DHCP Configuration, Ansible Automation, Enterprise Monitoring, Backup & Recovery, Security Hardening, High Availability Solutions + +### Key Achievements + +- Architected TRG's PC Repair Program; managed workflow for **1,000+ monthly devices for Cintas ($100k+ revenue)**, Federal Reserve Bank facilities, and US Marine Corps accounts +- Achieved **99.9% uptime** professional development environment supporting DNS, mail, and authentication services for 15+ self-hosted applications +- Implemented Authentik as primary directory services solution for SSO across macOS, Linux, and Windows environments with regular configuration validation +- Automated routine system maintenance tasks using Ansible playbooks and shell scripting across Linux and Windows environments +- Configured enterprise-grade monitoring and backup solutions that ensured business continuity in professional development environment +- Maintained consistent security posture through regular patching cycles and access control reviews + +--- + +### Work Experience + +**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 + +**Electronics Repair Technician → Senior 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 +- **Identified critical backlog of dormant devices** that led to PC Repair Program creation + +**Independent IT Consultant** | Wellington, OH | 1999 – 2021 + +- Managed infrastructure solutions for Windows, macOS, and Linux environments +- Authored comprehensive documentation for all system configurations and recovery procedures +- Implemented professional development environment with **99.9% uptime** supporting critical services +- **Deployed Authentik** as enterprise-grade directory services solution managing access across environments +- Configured monitoring and backup solutions ensuring business continuity + +### Key Projects + +**Professional Development Environment** | Ongoing + +- Architected **99.9% uptime infrastructure** supporting DNS, mail, and authentication services +- Implemented **Authentik as primary directory services solution** managing access across macOS, Linux, and Windows +- **Deployed Ansible playbooks** for consistent configuration management across all environments +- Configured **enterprise-grade monitoring and backup solutions** with verified recovery processes +- Built **full stack including GitLab, Nextcloud, and Authentik** for comprehensive 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) + +--- + +### Education + +General Education Development (GED) | 1999