5.3 KiB
Charles Danesi
Elyria, OH
Email: charles@danesi.dev | Phone: 440.213.1299
LinkedIn | Portfolio
IT Support Specialist | Windows & macOS Systems Expert | Remote Troubleshooting • Network Configuration • Client Support
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.
Core Competencies
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
Key Achievements
- 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
- Maintained 99.9% uptime across critical services in professional development environment supporting DNS, mail, and authentication systems for 15+ self-hosted applications
- Designed cross-platform troubleshooting workflows tested across macOS (Monterey → Sequoia), Linux (Arch, RHEL/CentOS), and Windows environments
- Implemented enterprise-grade security practices including regular patching cycles and access controls that prevented security incidents in professional development environment
- Developed efficient remote support methodologies that minimized system downtime while maintaining clear client communication
- Configured and maintained professional development environment using industry-standard tools including Authentik (directory services), Zammad (ticketing), and Remotely (remote access)
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
- Provided Windows, macOS, and Linux technical solutions for SMB clients through independently managed consulting practice
- Authored comprehensive documentation for all client solutions to ensure knowledge transfer and continuity
- Implemented professional development environment with 99.9% uptime supporting DNS, mail, and authentication services
- Deployed Authentik as directory services solution managing access across macOS (Monterey → Sequoia), Linux, and Windows environments
- Developed standardized troubleshooting methodologies validated through professional development environment testing
Key Projects
Professional Development Environment | Ongoing
- Architected and maintain 99.9% uptime infrastructure supporting DNS, mail, and authentication services for 15+ self-hosted applications including GitLab and Nextcloud
- Implemented Authentik as primary directory services solution managing access across macOS (Monterey → Sequoia), Linux (RHEL/CentOS), and Windows environments
- Deployed Ansible playbooks for consistent configuration management across all environments
- Configured enterprise-grade monitoring and backup solutions ensuring business continuity with verified recovery processes
- Validated all troubleshooting methodologies in production-like environment before client deployment
- Built and operate a full MSP-style stack including Zammad (ticketing), Invoice Ninja (billing), Remotely (remote access), and Authentik (SSO)
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