76 lines
4.6 KiB
Markdown
76 lines
4.6 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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### Help Desk Technician | Multi-Platform Support Specialist | Windows • macOS • IT Troubleshooting
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Help Desk Technician with extensive experience providing responsive technical support for Windows and macOS environments. Expert in diagnosing and resolving hardware, software, and network issues while maintaining exceptional client satisfaction. Proficient with enterprise ticketing systems (ServiceNow, Jira, Zendesk) and remote support tools. Proven ability to translate technical concepts for non-technical users and document solutions for knowledge base development. Committed to first-contact resolution and maintaining system uptime.
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### Core Competencies
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Help Desk Support, Windows 10/11 Troubleshooting, macOS Support Specialist, Directory Services Integration, Network Diagnostics, Remote Access Tools, Client Authentication Troubleshooting, Knowledge Base Development, First-Contact Resolution, Cross-Platform Support
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---
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### Key Achievements
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- Launched TRG's PC Repair Program after solving critical backlog; scaled to process **1,000+ monthly devices for Cintas ($100k+ revenue)**, Federal Reserve Bank facilities, and US Marine Corps accounts
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- Resolved diverse technical issues across Windows and macOS environments with consistent client satisfaction through clear communication of technical concepts
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- Implemented professional development environment with **99.9% uptime** to test troubleshooting methodologies before client deployment
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- Developed documentation practices that improved solution consistency across support engagements
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- Configured authentication workflows using Authentik that supported seamless access across multiple platforms
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- Streamlined remote support processes using industry-standard tools including Remotely and Zammad
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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 and macOS technical support for SMB clients with focus on clear communication of technical concepts
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- Authored comprehensive documentation ensuring client knowledge transfer and continuity
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- Implemented professional development environment with **99.9% uptime** to test and validate troubleshooting methodologies
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- Configured authentication workflows using Authentik that supported seamless access across support environments
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- Streamlined remote support processes using **Zammad and Remotely** for efficient ticket management
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### Key Projects
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**Professional Development Environment** | Ongoing
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- Implemented **Zammad** ticketing system handling simulated client workflows with 99.9% uptime
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- Configured **Remotely** remote access solution with strict security protocols for client sessions
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- Validated all troubleshooting methodologies in production-like environment before client deployment
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- Built **MSP-style stack including Zammad (ticketing) and Remotely (remote access)** for realistic testing
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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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