4.6 KiB
Charles Danesi
Elyria, OH
Email: charles@danesi.dev | Phone: 440.213.1299
LinkedIn | Technical Links Hub
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