78 lines
5.3 KiB
Markdown
78 lines
5.3 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) | [Portfolio](https://charlesdanesi.net)
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---
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#### IT Support Specialist | Windows & macOS Systems Expert | Remote Troubleshooting • Network Configuration • Client Support
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IT Support Specialist with 22+ years of hands-on experience resolving complex technical issues across Windows, macOS, and Linux environments. Proven ability to deliver responsive remote support that minimizes business disruption while maintaining 99.9% system reliability. Skilled in enterprise ticketing systems (ServiceNow, Jira, Zendesk equivalents), remote access solutions, and cross-platform troubleshooting methodologies. Committed to clear communication and rapid issue resolution that keeps business systems operational.
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### Core Competencies
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Windows Server Administration, macOS Support Specialist, Directory Services (Authentik/OpenLDAP), Linux Administration (RHEL/CentOS), Network Configuration, Remote Desktop Support, Enterprise Ticketing Systems, PowerShell Scripting, Security Remediation, Configuration Management
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### Key Achievements
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- Spearheaded TRG's PC Repair Program as Electronics Repair Technician; processed **1,000+ monthly devices for Cintas (generating $100k+ annual revenue)**, Federal Reserve Bank facilities, and US Marine Corps accounts through TRG's repair program
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- Maintained **99.9% uptime** across critical services in professional development environment supporting DNS, mail, and authentication systems for 15+ self-hosted applications
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- Designed cross-platform troubleshooting workflows tested across macOS (Monterey → Sequoia), Linux (Arch, RHEL/CentOS), and Windows environments
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- Implemented enterprise-grade security practices including regular patching cycles and access controls that prevented security incidents in professional development environment
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- Developed efficient remote support methodologies that minimized system downtime while maintaining clear client communication
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- Configured and maintained professional development environment using industry-standard tools including Authentik (directory services), Zammad (ticketing), and Remotely (remote access)
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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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- **Identified critical backlog of dormant devices** that led to PC Repair Program creation
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**Independent IT Consultant** — | Wellington, OH | 1999 – 2021
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- Provided Windows, macOS, and Linux technical solutions for SMB clients through independently managed consulting practice
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- **Authored comprehensive documentation** for all client solutions to ensure knowledge transfer and continuity
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- **Implemented professional development environment** with **99.9% uptime** supporting DNS, mail, and authentication services
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- **Deployed Authentik** as directory services solution managing access across macOS (Monterey → Sequoia), Linux, and Windows environments
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- **Developed standardized troubleshooting methodologies** validated through professional development environment testing
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---
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### Key Projects
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**Professional Development Environment** | Ongoing
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- Architected and maintain **99.9% uptime infrastructure** supporting DNS, mail, and authentication services for 15+ self-hosted applications including GitLab and Nextcloud
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- Implemented Authentik as primary directory services solution managing access across macOS (Monterey → Sequoia), Linux (RHEL/CentOS), and Windows environments
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- **Deployed Ansible playbooks** for consistent configuration management across all environments
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- Configured enterprise-grade monitoring and backup solutions ensuring business continuity with verified recovery processes
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- Validated all troubleshooting methodologies in production-like environment before client deployment
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- Built and operate a full MSP-style stack including Zammad (ticketing), Invoice Ninja (billing), Remotely (remote access), and Authentik (SSO)
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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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