5.1 KiB
5.1 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 hands-on experience delivering technical solutions across Windows, macOS, and Linux environments. Skilled in remote troubleshooting, workflow optimization, and configuration management with a focus on maintaining system reliability and operational efficiency. Experienced in building and managing production-style environments for testing, automation, and professional development. Adept at problem-solving, client communication, and independently managing technical projects.
Core Competencies
Key Achievements
- Designed and implemented a professional homelab environment hosting ~90 self-managed services, including remote access, ticketing, billing, and monitoring systems, fully operational for testing and learning enterprise IT workflows.
- Built and ran TRG’s PC Repair Program, independently managing intake, diagnostics, repair, and RMA coordination, consistently exceeding throughput expectations.
- Served as the primary specialist for complex devices and multi-thousand-dollar printers, developing repair workflows that ensured client satisfaction and contract continuity.
- Authored and maintained comprehensive troubleshooting guides and SOPs across multiple platforms (Windows, macOS, Linux), improving resolution efficiency for both internal and external stakeholders.
- Implemented secure remote access practices and system management procedures to maintain uptime, data integrity, and client trust in both self-managed and production environments.
Work Experience
Lead PC Repair Technician — TRG | Westlake, OH | Mar 2022 – Jan 2025
- Sole operator of PC Repair Program, managing diagnostics, repair, and RMA processes for high-volume device intake.
- Developed SOPs, workflows, and escalation systems, enabling consistent, secure, and efficient repair operations.
- Managed full device lifecycle including diagnostics, component replacement, testing, and warranty coordination with Microsoft, HP, Dell, and Lenovo.
- Trained temporary staff during peak demand while maintaining technical execution as sole operator.
- Led specialty projects for high-value devices and printers, serving as primary point of contact for key clients and maintaining relationships with manufacturers.
Senior Electronics Repair Technician — TRG | Westlake, OH | Sep 2020 – Mar 2022
- Specialized in microsoldering and component-level repairs for complex devices, maintaining exclusive responsibility for sensitive tasks.
- Led project to resolve dormant device backlog, creating workflows and repair processes adopted company-wide.
- Designed and implemented processes to handle backlog and complex repair projects, improving throughput and reducing turnaround times.
- Served as primary technical contact for specialized printer repair project, collaborating directly with customer engineers and vendors.
IT Consultant / Technical Solutions Provider — Independent | Wellington, OH | 1999 – 2021
- Provided on-site and remote technical support for small businesses and individual clients across Windows, macOS, and Linux environments.
- Managed hardware, software, and networking issues including component replacement, virus remediation, and system upgrades.
- Implemented workflows and documentation to ensure secure knowledge transfer and client continuity.
- Specialized in consumer electronics repairs (video game consoles, handheld devices, tablets, phones) and refurbished devices for resale.
- Configured home-based IT solutions to simulate enterprise environments for testing and workflow development.
Key Projects
Professional Development Environment | Ongoing
- Architect and maintain production-grade infrastructure supporting DNS, mail, authentication, monitoring, and backup for 90+ self-hosted applications, including GitLab and Nextcloud.
- Configured enterprise-grade tools including Authentik, Remotely, and Zammad to test workflows, automation, and remote troubleshooting methodologies
- Designed, deployed, and maintain enterprise-grade monitoring, logging, and backup solutions, ensuring system uptime, security, and verified disaster recovery.
- Deploy Ansible playbooks for configuration management and automate recurring maintenance tasks.
- Validated cross-platform troubleshooting techniques for Windows, macOS (Monterey → Sequoia), and Linux (Arch, RHEL/CentOS) before deployment in real-world scenarios
- Built infrastructure to simulate MSP-style operations for personal professional development and testing
Certifications & Professional Development
- Google IT Support Professional Certificate (Expected Oct 2025)
- Tech Support Fundamentals (Google, Completed Jul 2025)
- Lenovo Qualified PC Service Technician (TRG, Mar 2022 – Jan 2025)
- The Git & GitHub Bootcamp (Udemy, Completed Jul 2021)
Education
GED | 1999