Rene Hanford Email & Phone Number

Waterloo, Ontario, Canada

• Acts as second level support for 1000+ users (in person and remotely) to troubleshoot and resolve technical problems• Provides excellent customer service to end users, providing advice and solutions that meet their technical needs• Exceeds support quota targets on an ongoing weekly basis• Continues to receive numerous thank you messages and kudos from end users for support provided• Handles escalated service calls requiring more complicated solutions; known as the resource to… Show more • Acts as second level support for 1000+ users (in person and remotely) to troubleshoot and resolve technical problems• Provides excellent customer service to end users, providing advice and solutions that meet their technical needs• Exceeds support quota targets on an ongoing weekly basis• Continues to receive numerous thank you messages and kudos from end users for support provided• Handles escalated service calls requiring more complicated solutions; known as the resource to find solutions to the most problematic technical problems• Supported Guelph Counsellors and Mayor with their technology needs, including during City Council meetings• Support experience includes VPN for remote users, multi-factor authentication, and troubleshooting user at-home connection users and network performance• Created documentation for commonly asked questions and problems• Facilitated the connection between city staff and the appropriate IT groups to complete tasks in a timely manner Show less

• Provides desktop and server support for an internet marketing firm• Creates new user accounts in Active Directory and Exchange• Configures desktop phones for new users and supports the devices • Completes Microsoft OS migrations • Provides desktop support for three locations, supporting both PC’s and Macs • Provides support to Blackberry users via Bes and supports iPhone users• Completed a migration from Blackberry to iPhone • Manages the cell phone contract on… Show more • Provides desktop and server support for an internet marketing firm• Creates new user accounts in Active Directory and Exchange• Configures desktop phones for new users and supports the devices • Completes Microsoft OS migrations • Provides desktop support for three locations, supporting both PC’s and Macs • Provides support to Blackberry users via Bes and supports iPhone users• Completed a migration from Blackberry to iPhone • Manages the cell phone contract on behalf of the company, monitoring user usage and adjusting plans accordingly• Tests, recommends, then implements laptop and desktop technology company-wide• Responsible for ordering new equipment and maintaining relationships with vendors• Maintains an inventory of hardware including mobile internet sticks, laptops, desktops, BlackBerrys and iPhones• Implemented a new hire and termination process• Creates documentation of processes and instruction for both technical and non-technical audiences• Creates, tests, and deploys company-wide laptop and desktop images• Implemented the company-wide use of TeamViewer for a remote support solution• Maintains a software repository and procures and controls licenses • Updates user permissions via Active Directory Show less

• Provided second level technical support to a large financial organization• Acted as a key IT resource on company-wide projects• Acted in the capacity of senior consultant for more junior IT staff• IT lead on an operating system upgrade implementation for all users• Recruited, trained and supervised IT Co-op students• Personally responsible for senior management’s technical needs, including the CEO’s home office• Assisted the team in increasing internal customer… Show more • Provided second level technical support to a large financial organization• Acted as a key IT resource on company-wide projects• Acted in the capacity of senior consultant for more junior IT staff• IT lead on an operating system upgrade implementation for all users• Recruited, trained and supervised IT Co-op students• Personally responsible for senior management’s technical needs, including the CEO’s home office• Assisted the team in increasing internal customer satisfaction scores, as tested by independent surveys Show less

• Provided emergency remote and on-site IT assistance to small businesses and personal clients• Assessed client hardware and software needs, and provided viable solutions • Performed IT services across numerous platforms, hardware configurations, and user levels• Provided issue resolution with a focus on maintaining client satisfaction • Built a loyal customer base through dedication and a proven track record• Maintained client satisfaction levels by providing quality… Show more • Provided emergency remote and on-site IT assistance to small businesses and personal clients• Assessed client hardware and software needs, and provided viable solutions • Performed IT services across numerous platforms, hardware configurations, and user levels• Provided issue resolution with a focus on maintaining client satisfaction • Built a loyal customer base through dedication and a proven track record• Maintained client satisfaction levels by providing quality service and sales transactions Show less

Microsoft Certified Systems Engineer Designation

Certificate In Law Enforcement