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 Remote Support Engineer with 22+ years of experience delivering efficient technical solutions through secure remote channels while maintaining **99.9% system reliability**. Proven ability to diagnose and resolve complex issues across Windows and macOS environments using Remotely and other industry-standard tools. Skilled in creating remote support workflows that minimize business disruption and maintain security protocols. Authored comprehensive documentation ensuring secure knowledge transfer. Available immediately for fully remote positions. ### Core Competencies Remote Desktop Support, Windows & macOS Troubleshooting, Secure Authentication Protocols, Virtual Network Configuration, Client Communication, Remote Security Remediation, Workflow Optimization, Configuration Management, Multi-Platform Troubleshooting, Enterprise Ticketing Systems --- ### 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 - **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 - 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