4.5 KiB
Charles Danesi
Elyria, OH
Email: charles@danesi.dev | Phone: 440.213.1299
LinkedIn | Portfolio
Remote Support Engineer | Remote Desktop Specialist | Windows • macOS • Enterprise Troubleshooting
Remote Support Engineer with 22+ years of experience delivering efficient technical solutions through remote channels. Expert in remote desktop technologies including TeamViewer, AnyDesk, and Remotely for secure client system access. Proven ability to diagnose and resolve complex issues across Windows and macOS environments while maintaining clear communication. Skilled in creating remote support workflows that achieve 99.9% system uptime and reduce resolution times. Committed to security best practices and minimizing business disruption during remote sessions.
Core Competencies
Remote Desktop Support, TeamViewer/AnyDesk Specialist, Windows & macOS Troubleshooting, Secure Authentication Protocols, Virtual Network Configuration, Client Communication, Remote Security Remediation, Workflow Optimization, Configuration Management, Multi-Platform Troubleshooting
Key Achievements
- 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
- Delivered remote technical support solutions with 99.9% system reliability across Windows, macOS, and Linux test environments
- Optimized remote access workflows using Remotely that reduced simulated resolution times while maintaining security protocols
- Designed professional development environment specifically to test and refine remote troubleshooting methodologies
- Implemented secure authentication practices using Authentik that protected client data during remote sessions
- Developed cross-platform troubleshooting guides validated across macOS (Monterey → Sequoia) and Linux (Arch, Ubuntu) environments
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
- Identified critical backlog of dormant devices that led to PC Repair Program creation
Independent IT Consultant | Wellington, OH | 1999 – 2021
- Delivered remote technical support solutions for Windows, macOS, and Linux environments
- Authored comprehensive documentation ensuring secure knowledge transfer
- Implemented professional development environment with 99.9% uptime specifically for remote troubleshooting validation
- Configured secure authentication practices using Authentik protecting client data during sessions
- Optimized remote access workflows using Remotely while maintaining security protocols
Key Projects
Professional Development Environment | Ongoing
- Configured Remotely remote access solution with 99.9% uptime for secure client sessions
- Implemented Authentik for SSO managing access across remote support environments
- Validated all troubleshooting methodologies in production-like environment before client deployment
- Built MSP-style stack including Remotely (remote access) and Authentik (SSO) 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