Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Jeanette Attia Hanna

Venice,USA

Summary

Transitioning from a science background and seeking a full-time role in the field of Information Technology. Four years of experience as a product technical support volunteer which included providing empathetic customer service, educating users on platform functionalities, ensuring seamless user experiences, troubleshooting, and training of team members. Recently completed a bachelor’s in information technology and the Google Technical Support Fundamentals Professional Certificate.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Product Technical Support Volunteer

YouVersion
05.2021 - Current
  • Deliver remote technical support for a global user base across, leveraging tools like the Front App, Airtable, and Notion to resolve app issues and maintain accurate technical documentation
  • Achieve high customer satisfaction scores through prompt, personalized troubleshooting and proactive problem resolution
  • Collaborate with a remote, global team via MS Teams to address escalated issues, enhance knowledge sharing, and improve support processes
  • Trained and mentored new team members from diverse backgrounds, fostering a collaborative and inclusive environment

Board Director

Forest Edge District
01.2017 - 01.2019
  • Oversaw operational management for community facilities, ensuring seamless functionality and adherence to regulatory standards
  • Documented and maintained detailed meeting records, ensuring compliance with codes of practice and organizational policies
  • Partnered with certified contractors to manage maintenance schedules effectively
  • Trained assistants in monitoring and maintaining facilities to ensure community safety

Teaching Assistant

University of Massachusetts
09.2004 - 12.2009
  • Instructed and supported students in technical skills such as GPS, data collection, and analysis, while managing lab activities and preparing technical equipment
  • Supervised and trained STEM internship students, teaching laboratory best practices, instrumentation usage, and data organization
  • Conducted research requiring analytical problem-solving and precision, including studying environmental data and transfer pathways in aquatic systems

Biochemist

Cambridge Isotope Laboratories, Inc.
04.2003 - 09.2004
  • Optimized lab workflows by synthesizing and analyzing stable isotope-labeled products for commercial and research applications
  • Ensured accuracy and compliance in data reporting processes, contributing to quality assurance and secure testing methods
  • Developed and implemented an in-house method to test product samples, streamlining production and quality control

Education

Bachelor of Arts (B.A.) - Biology

Regis College
Weston, MA

Courses in Environment, Earth and Ocean Sciences -

University of Massachusetts
Boston, MA

Bachelor of Science (B.S.) - Information Technology

University of Massachusetts
Lowell, MA
12.2024

Master of Science (M.S.) - Security Studies - Cybersecurity

University of Massachusetts
Lowell, MA
01.2026

Skills

  • Technical Support
  • Troubleshooting
  • Software Issue Diagnosis
  • Customer Support
  • Linux/UNIX Operating Systems
  • Database Management
  • Programming Fundamentals
  • Problem-Solving
  • Analytical Skills
  • Team Mentorship
  • Collaboration
  • Adaptability to New Technologies

Certification

  • Google Technical Support Fundamentals Professional Certificate

Timeline

Product Technical Support Volunteer

YouVersion
05.2021 - Current

Board Director

Forest Edge District
01.2017 - 01.2019

Teaching Assistant

University of Massachusetts
09.2004 - 12.2009

Biochemist

Cambridge Isotope Laboratories, Inc.
04.2003 - 09.2004

Courses in Environment, Earth and Ocean Sciences -

University of Massachusetts

Bachelor of Science (B.S.) - Information Technology

University of Massachusetts

Master of Science (M.S.) - Security Studies - Cybersecurity

University of Massachusetts

Bachelor of Arts (B.A.) - Biology

Regis College

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Jeanette Attia Hanna