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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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.
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### Core Competencies
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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
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---
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### Key Achievements
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- 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
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- Resolved diverse technical issues across Windows and macOS environments with consistent client satisfaction through clear communication of technical concepts
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- Implemented professional development environment with **99.9% uptime** to test troubleshooting methodologies before client deployment
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- Developed documentation practices that improved solution consistency across support engagements
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- Configured authentication workflows using Authentik that supported seamless access across multiple platforms
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- Streamlined remote support processes using industry-standard tools including Remotely and Zammad
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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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- Provided Windows and macOS technical support for SMB clients with focus on clear communication of technical concepts
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- Authored comprehensive documentation ensuring client knowledge transfer and continuity
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- Implemented professional development environment with **99.9% uptime** to test and validate troubleshooting methodologies
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- Configured authentication workflows using Authentik that supported seamless access across support environments
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- Streamlined remote support processes using **Zammad and Remotely** for efficient ticket management
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### Key Projects
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**Professional Development Environment** | Ongoing
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- Implemented **Zammad** ticketing system handling simulated client workflows with 99.9% uptime
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- Configured **Remotely** remote access solution with strict security protocols for client sessions
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- Validated all troubleshooting methodologies in production-like environment before client deployment
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- Built **MSP-style stack including Zammad (ticketing) and Remotely (remote access)** 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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