Hannah Bushnaq
Cleveland,OH
Summary
Results-oriented Technical Support and Project Management professional with a proven track record in software implementation, technical support, and client relationship management. Strong problem-solving abilities, excellent communication skills, and a focus on delivering client-centric solutions. Adept at managing projects, mitigating risks, and ensuring successful software deployment. ITIL 4 Foundation certified, with a strong foundation in networking and technical troubleshooting.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Hospice of the Western Reserve
Cleveland, OH
07.2024 - 02.2025
- Managed software-related technical support utilizing remote support tools, troubleshooting issues with Microsoft 365, Azure, Dynamics, Windows 10/11, Active Directory, and MDM
- Identified and resolved recurring clinical charting application issues, reducing ticket volume by 90% through detailed documentation, vendor collaboration, and proactive problem-solving
- Conducted in-person client training sessions to enhance user proficiency, ensuring smooth software adoption and user satisfaction
- Developed technical documentation to support user troubleshooting and onboarding processes
- Monitored and resolved 20–50 support tickets daily, ensuring compliance with SLAs and maintaining high client satisfaction
- Configured laptops, iPhones, and managed onboarding processes for new employees
Consultant/General Manager - Contract
Cent’ Anni
Cleveland, OH
11.2023 - 04.2024
- Successfully recruited, hired, and trained a team of five employees, ensuring smooth operations/team cohesion
- Spearheaded the company’s first private event and set a benchmark for future initiatives
- Leveraged Microsoft Office, Teams, and Toast POS to enhance operational efficiency and streamline workflows
- Partnered with stakeholders to align objectives, deliver exceptional outcomes, and meet organizational goals
- Directed all aspects of day-to-day operations, including employee scheduling, inventory management, ordering, and preparation, ensuring consistency and excellence
Heavy Equipment Operator
International Union of Operating Engineers
Ohio
05.2023 - 10.2023
- Operated heavy machinery for over 1,000 hours, ensuring precision and compliance with safety standards
- Excavated and transported 50+ tons of earth daily with accuracy and efficiency
- Utilized proper hand signals and securely affixed hoists to loads to maintain a safe working environment
- Conducted routine maintenance and inspections on heavy equipment to ensure optimal functionality and safety
- Performed preventative maintenance to enhance the reliability and longevity of machinery, minimizing downtime and costs
Project Manager & Sales
Evans Construction/Terra Firma Organics
Jackson, WY
08.2020 - 09.2022
- Directed end-to-end deployment of Q2 and Q3 projects, generating $750,000 in revenue while meeting strict timelines and budget objectives
- Analyzed and prepared project bids exceeding $6 million, achieving a 70% acceptance rate through strategic planning
- Proactively mitigated project risks, coordinated with stakeholders, and ensured timely project delivery
- Utilized Microsoft 365, Okta, and Citrix to streamline workflows, manage project documentation, and enhance team collaboration
Mobile Device Specialist
Procom Wireless
North Olmsted, OH
03.2017 - 02.2019
- Provided technical support and troubleshooting for mobile devices, delivering client-focused solutions tailored to user needs
- Resolved 80%+ of daily technical support tickets as Lead Technician, showcasing strong problem-solving and technical proficiency
- Designed and implemented an Excel-based ticketing system, optimizing task tracking, issue resolution, and operational efficiency
- Managed and updated monthly billing cycles with high accuracy, maintaining data integrity and enhancing customer trust
- Conducted advanced diagnostics, including data recovery from damaged devices, ethical hacking, and hardware repairs (water damage, screen replacements)
Skills
Microsoft – 365, Azure, Dynamics, Defender, Entra, Exchange, Intune, OneDrive, SharePoint, Teams
Network Troubleshooting – UDP/TCP/IP, DNS, DHCP, VPN
Operating Systems – Windows 10/11, Linux, macOS
Remote Support Tools – TeamViewer, Remote Desktop
Ticketing Systems – Microsoft Dynamics, ServiceNow
Certification
- ITIL 4 Foundation Certified, 02/25
- Micro ServiceNow – Certified, 01/25
- TryHackMe Introduction to Cyber Security Certified, 05/24
- TryHackMe Pre-Security Certified, 06/24
- CompTIA Network+, Scheduled for 2025
Timeline
Technical Support Specialist
Hospice of the Western Reserve
07.2024 - 02.2025
Consultant/General Manager - Contract
Cent’ Anni
11.2023 - 04.2024
Heavy Equipment Operator
International Union of Operating Engineers
05.2023 - 10.2023
Project Manager & Sales
Evans Construction/Terra Firma Organics
08.2020 - 09.2022
Mobile Device Specialist
Procom Wireless
03.2017 - 02.2019