110 lines
5.0 KiB
Markdown
110 lines
5.0 KiB
Markdown
**Charles Danesi**
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Elyria, Ohio, United States
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charles@danesi.dev | 440.213.1299
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[LinkedIn](https://www.linkedin.com/in/charlesdanesi) | [charlesdanesi.net](https://charlesdanesi.net)
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---
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### **IT Specialist | Remote Support & Systems Administration | Windows • macOS • Linux**
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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.
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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.
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---
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### **Key Achievements**
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- Built TRG's PC repair program from ground up, processing 1,000+ Windows
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devices monthly with 92% first-contact resolution rate.
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- Developed internal SOPs that reduced average repair time by 25% across the technician team
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- Maintained 95%+ customer satisfaction rating across hundreds of support engagements
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- Implemented self-hosted MSP stack that streamlined ticket management and reduced simulated resolution time by 30%
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---
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### **Core Skills**
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- **Operating Systems**: Windows 7/10/11, macOS (Monterey → Sequoia), Linux (Arch, Ubuntu, Debian, RHEL/CentOS/Fedora)
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- **Remote Support & Ticketing**: RDP, SSH, VPN, TeamViewer, Zammad (self-hosted, parallels to Jira, ServiceNow, Zendesk), RMM tools
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- **Productivity & Collaboration**: Microsoft 365 (end user), SharePoint (end user), Nextcloud
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- **Infrastructure & Networking**: DNS, DHCP, pfSense+, SSL/TLS, mail servers; Active Directory (lab/test)
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- **Virtualization & Containers**: Proxmox (VMware-equivalent), Docker, Kubernetes (lab)
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- **Monitoring & Automation**: Prometheus, Grafana, Ansible, Bash, shell scripting, n8n, Home Assistant
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- **Security & Access Management**: Vaultwarden, Authentik (SSO)
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- **Hardware**: System diagnostics, imaging, component-level repair, micro-soldering
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---
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### **Professional Experience**
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**Lead PC Repair Specialist** — _TRG_
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Westlake, OH | _Mar 2022 – Jan 2025_
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- Diagnosed and resolved hardware/software issues across 1000+ Windows 10/11 devices monthly
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- Built and scaled TRG's PC repair program from the ground up
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- Used Microsoft 365 as an end user, gaining practical insight into its tools from a client perspective
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- 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
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**Senior Electronic Repair Technician** — _TRG_
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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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**IT Support Consultant** — _Hex Technologies / Danesi Game Repair_
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Wellington, OH | _1999 – 2021_
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- Supported SMB and residential clients running Windows and macOS systems
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- Provisioned endpoints, configured networks, resolved malware and connectivity issues
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- Delivered remote support and built long-term client trust across hundreds of service calls
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**Electronic Repair Technician** — _Lorain Music and Vending Co._
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Amherst, OH | _Nov 2018 – May 2020_
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- Repaired and maintained jukeboxes, arcade machines, vending equipment, and ATMs
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---
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### **Projects**
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**Homelab Architect** — _Personal Project_
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Remote | _Ongoing_
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- Built and operate a full MSP-style stack including Zammad (ticketing),
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Invoice Ninja (billing), Remotely (remote access), and Authentik (SSO)
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- Emulate professional helpdesk workflows, documenting tickets and providing
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remote troubleshooting to mirror real-world IT support practices
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- Provide support across Windows, macOS, and Linux test environments,
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simulating multi-platform client environments
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- Maintain lab AD for testing purposes while primarily using Linux and macOS
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in daily workflows
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- Administer DNS, mail, VPN, monitoring, and self-hosted tools like GitLab,
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Vaultwarden, Nextcloud, and Paperless-ngx
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**Tech Blog Project** — _Techizoid.net_
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Remote | _2007 – 2015_
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- Published tutorials and troubleshooting guides on Linux, Windows, and hardware topics
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- Built skills in technical writing, documentation, and user education
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---
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### **Certifications**
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- Google IT Support Professional Certificate (In Progress)
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- Tech Support Fundamentals - Google
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- Lenovo Qualified PC Service Technician
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- Linux Administrator – Brainbench
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---
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### **Education**
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**Wellington High School** – General Studies
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1995 – 1999
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#### Relevant Online Learning
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- The Git & Github Bootcamp (Udemy)
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