77 lines
4.6 KiB
Markdown
77 lines
4.6 KiB
Markdown
Charles Danesi
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Elyria, OH
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Email: [charles@danesi.dev](mailto:charles@danesi.dev) | Phone: [440.213.1299](tel:440-213-1299)
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[LinkedIn](https://www.linkedin.com/in/charlesdanesi) | [Technical Links Hub](https://charlesdanesi.net)
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---
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### Professional Summary
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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.
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### Core Competencies
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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
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---
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### Key Achievements
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- 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
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- Delivered remote technical support solutions with **99.9% system reliability** across Windows, macOS, and Linux test environments
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- Optimized remote access workflows using Remotely that reduced simulated resolution times while maintaining security protocols
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- Designed professional development environment specifically to test and refine remote troubleshooting methodologies
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- Implemented secure authentication practices using Authentik that protected client data during remote sessions
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- Developed cross-platform troubleshooting guides validated across macOS (Monterey → Sequoia) and Linux (Arch, Ubuntu) environments
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---
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### Work Experience
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**Lead PC Repair Technician** — _TRG_ | Westlake, OH | Mar 2022 – Jan 2025
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- **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
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- **Developed all SOPs, workflows, and priority systems** with strict adherence to data security protocols
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- **Managed full device lifecycle** including receiving, shipping, and direct warranty coordination with Microsoft, HP, Dell, and Lenovo
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- **Obtained HP and Lenovo technician certifications** during employment (valid through TRG's authorized repair agreements)
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- **Scaled operations during peak demand** by training temporary staff for device intake while maintaining sole responsibility for technical execution
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**Electronics Repair Technician → Senior Technician** — _TRG_ | Westlake, OH | Sep 2020 – Mar 2022
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- Performed component-level diagnostics and repairs for laptops and mobile devices
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- Delivered client-focused repair solutions and authored internal SOPs
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- **Recognized by leadership** for technical expertise in resolving complex device issues
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- **Selected by Operations Director** to resolve critical backlog of dormant devices, which evolved into TRG's PC Repair Program processing 1,000+ monthly devices
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**Independent IT Consultant** | Wellington, OH | 1999 – 2021
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- Delivered remote technical support solutions for Windows, macOS, and Linux environments
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- Authored comprehensive documentation ensuring secure knowledge transfer
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- Implemented professional development environment with **99.9% uptime** specifically for remote troubleshooting validation
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- Configured **secure authentication practices using Authentik** protecting client data during sessions
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- Optimized remote access workflows using **Remotely** while maintaining security protocols
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### Key Projects
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**Professional Development Environment** | Ongoing
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- Configured **Remotely remote access solution** with 99.9% uptime for secure client sessions
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- Implemented **Authentik for SSO** managing access across remote support environments
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- Validated all troubleshooting methodologies in production-like environment before client deployment
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- Built **MSP-style stack including Remotely (remote access) and Authentik (SSO)** for realistic testing
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---
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### Certifications & Professional Development
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- Google IT Support Professional Certificate (Expected Completion: Oct 2025)
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- Tech Support Fundamentals (Google, Completed: Jul 2025)
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- Lenovo Qualified PC Service Technician (Valid through TRG employment: Mar 2022 – Jan 2025)
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- The Git & Github Bootcamp (Udemy, Completed: Jul 2021)
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---
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### Education
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General Education Development (GED) | 1999
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