5.0 KiB
Charles Danesi
Elyria, Ohio, United States
charles@danesi.dev | 440.213.1299
LinkedIn | charlesdanesi.net
IT Specialist | Remote Support & Systems Administration | Windows • macOS • Linux
With a strong background in IT support and a Banker/Innovator mindset, I bring both precision and problem-solving to delivering high-value technology services. Skilled in supporting Windows, macOS, and Linux systems, I provide responsive remote support, troubleshoot complex issues, and maintain clear communication to ensure user satisfaction.
My experience running a self-hosted MSP stack—including Zammad (ticketing), Invoice Ninja (billing), Remotely (remote access), and Authentik (SSO)—mirrors professional environments and translates directly to platforms like ServiceNow, Jira, and Zendesk. Combined with automation tools such as Ansible, shell scripting, n8n, and Home Assistant, I design and implement solutions that improve efficiency and reliability for both individual users and enterprise systems.
Key Achievements
- Built TRG's PC repair program from ground up, processing 1,000+ Windows devices monthly with 92% first-contact resolution rate.
- Developed internal SOPs that reduced average repair time by 25% across the technician team
- Maintained 95%+ customer satisfaction rating across hundreds of support engagements
- Implemented self-hosted MSP stack that streamlined ticket management and reduced simulated resolution time by 30%
Core Skills
- Operating Systems: Windows 7/10/11, macOS (Monterey → Sequoia), Linux (Arch, Ubuntu, Debian, RHEL/CentOS/Fedora)
- Remote Support & Ticketing: RDP, SSH, VPN, TeamViewer, Zammad (self-hosted, parallels to Jira, ServiceNow, Zendesk), RMM tools
- Productivity & Collaboration: Microsoft 365 (end user), SharePoint (end user), Nextcloud
- Infrastructure & Networking: DNS, DHCP, pfSense+, SSL/TLS, mail servers; Active Directory (lab/test)
- Virtualization & Containers: Proxmox (VMware-equivalent), Docker, Kubernetes (lab)
- Monitoring & Automation: Prometheus, Grafana, Ansible, Bash, shell scripting, n8n, Home Assistant
- Security & Access Management: Vaultwarden, Authentik (SSO)
- Hardware: System diagnostics, imaging, component-level repair, micro-soldering
Professional Experience
Lead PC Repair Specialist — TRG
Westlake, OH | Mar 2022 – Jan 2025
- Diagnosed and resolved hardware/software issues across 1000+ Windows 10/11 devices monthly
- Built and scaled TRG's PC repair program from the ground up
- Used Microsoft 365 as an end user, gaining practical insight into its tools from a client perspective
- Worked within TRG’s custom ticketing platform: reviewed tickets for assigned devices, updated status, documented repairs, closed tickets upon resolution, and returned systems to customers
Senior Electronic Repair 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
IT Support Consultant — Hex Technologies / Danesi Game Repair
Wellington, OH | 1999 – 2021
- Supported SMB and residential clients running Windows and macOS systems
- Provisioned endpoints, configured networks, resolved malware and connectivity issues
- Delivered remote support and built long-term client trust across hundreds of service calls
Electronic Repair Technician — Lorain Music and Vending Co.
Amherst, OH | Nov 2018 – May 2020
- Repaired and maintained jukeboxes, arcade machines, vending equipment, and ATMs
Projects
Homelab Architect — Personal Project
Remote | Ongoing
- Built and operate a full MSP-style stack including Zammad (ticketing), Invoice Ninja (billing), Remotely (remote access), and Authentik (SSO)
- Emulate professional helpdesk workflows, documenting tickets and providing remote troubleshooting to mirror real-world IT support practices
- Provide support across Windows, macOS, and Linux test environments, simulating multi-platform client environments
- Maintain lab AD for testing purposes while primarily using Linux and macOS in daily workflows
- Administer DNS, mail, VPN, monitoring, and self-hosted tools like GitLab, Vaultwarden, Nextcloud, and Paperless-ngx
Tech Blog Project — Techizoid.net
Remote | 2007 – 2015
- Published tutorials and troubleshooting guides on Linux, Windows, and hardware topics
- Built skills in technical writing, documentation, and user education
Certifications
- Google IT Support Professional Certificate (In Progress)
- Tech Support Fundamentals - Google
- Lenovo Qualified PC Service Technician
- Linux Administrator – Brainbench
Education
Wellington High School – General Studies
1995 – 1999
Relevant Online Learning
- The Git & Github Bootcamp (Udemy)