Mark Hanna

Information Technology graduate with hands-on experience in technical support, systems administration, device management, and troubleshooting. Skilled in supporting end users, resolving complex technical issues, and communicating technical solutions across Windows, Linux, and cloud-based environments. Strong foundation in networking, virtualization, cloud technologies, and customer-focused problem solving.

Help Desk Level 1 Technician - Helen of Troy - Boston, MA

(2026-01)

• Troubleshoot and resolve hardware, software, network, account, email, printer, and application access issues while delivering exceptional end-user support.
• Manage and support employee devices using Microsoft Intune, Mosyle, and Splashtop, providing remote assistance and technical guidance to end users.
• Document, prioritize, and resolve technical support requests in Jira while maintaining clear communication with users throughout the resolution process.

Internship - Best Boston Program - Boston, MA

(2025-05 - 2025-08)

• Improved website layout, responsiveness, accessibility, and user experience using HTML and CSS.
• Tested website features across devices and supported SEO, social media content, and engagement analysis.

Bachelor of Science - Information Technology - University of Massachusetts Boston (2026-05)