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 IT Support Specialist with 22+ years of experience resolving hardware, software, and network issues across Windows and macOS environments while maintaining **99.9% system reliability**. Proven ability to deliver responsive remote support using industry-standard tools and translate technical concepts for non-technical users. Skilled in enterprise ticketing systems (Zammad) that improve first-contact resolution and documentation for knowledge base development. Available immediately for remote support roles. ### Core Competencies Help Desk Support, Windows 10/11 Troubleshooting, macOS Support Specialist, Directory Services Implementation, Network Diagnostics, Remote Access Tools, Client Authentication Solutions, 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 - **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 - 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