Available to hire
Hello! I’m Fadi Hanna, a dedicated and experienced IT professional with a rich background in software engineering, AI research, and network infrastructure. With comprehensive knowledge in Java programming and innovative problem-solving skills, I have contributed extensively in areas such as natural language processing and voice application design. My experience ranges from managing large communication networks to developing complex software applications and AI tools.
Throughout my career, I have combined my passion for technology with my academic pursuits, having been a PhD candidate focusing on AI and natural language processing. I am driven by the desire to create impactful software solutions and advance AI research while collaborating with teams and clients to enhance technical capabilities and deliver outstanding results.
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Language
English
Fluent
Arabic
Advanced
Work Experience
Damage Prevention Technician at GTel Engineering
December 31, 2023 - July 22, 2025Responsible for identifying and mitigating risks related to damage prevention in engineering projects. Ensured compliance with safety standards and coordinated with teams to maintain infrastructure integrity.
Team Coach at Sutherland Global Services
December 31, 2021 - July 22, 2025Led and coached a team of customer service or technical support professionals to improve performance and escalate resolution efficiency. Developed training and support materials to enhance team capabilities.
Escalation Desk, Supervisor at Sutherland Global Services
December 31, 2020 - July 22, 2025Managed escalation processes for complex technical issues and customer concerns. Oversaw a team resolving high-level technical support tickets and maintained communication between technical teams and clients.
Technical Support at Sutherland Global Services
December 31, 2018 - July 22, 2025Provided technical support services for clients, troubleshooting software and hardware issues and maintaining client satisfaction through timely problem resolution.
Research Assistant at University of Western Ontario
December 31, 2016 - July 22, 2025Contributed to research projects in natural language processing and artificial intelligence. Assisted with data collection, analysis, and software development in academic research settings.
Graduate Teaching Assistant at University of Western Ontario
December 31, 2012 - July 22, 2025Assisted in teaching undergraduate courses, prepared instructional materials, and supported students in coursework related to computer science and AI.
Web Developer, Programmer, Database Administrator at Ward Media INC
December 31, 2008 - July 22, 2025Developed and managed websites, programmed applications, and administered databases to support company projects and information management.
Research Assistant at University of Windsor
December 31, 2006 - July 22, 2025Worked on projects involving natural language processing, data parsing, and AI applications, supporting academic research goals.
Graduate Assistant at University of Windsor
December 31, 2004 - July 22, 2025Provided academic support and assistance during graduate studies, including research and teaching-related tasks.
Damage Prevention Technician at GTel Engineering
December 31, 2023 - August 3, 2025Performed technical tasks related to damage prevention within the engineering operations of GTel, ensuring network integrity and safety protocols were met for the duration of employment.
Team Coach at Sutherland Global Services
December 31, 2021 - August 3, 2025Provided coaching and leadership to team members, improving performance and handling operational escalations within the customer service environment.
Escalation Desk, Supervisor at Sutherland Global Services
December 31, 2020 - August 3, 2025Supervised the escalation desk, managing complex customer issues and ensuring timely resolution of service problems.
Technical Support at Sutherland Global Services
December 31, 2018 - August 3, 2025Provided technical support to clients, resolving issues and assisting with software and hardware troubleshooting.
Research Assistant at University of Western Ontario
December 31, 2016 - August 3, 2025Conducted research in natural language processing and AI methodologies, contributed to publication efforts and academic projects between 2008 and 2016.
Graduate Teaching Assistant at University of Western Ontario
December 31, 2012 - August 3, 2025Assisted in graduate teaching responsibilities, supporting course delivery, grading, and mentoring students from 2008 to 2012.
Web Developer, Programmer, Database Administrator at Ward Media INC
December 31, 2008 - August 3, 2025Developed web applications, managed databases, and performed programming tasks supporting company digital initiatives.
Research Assistant at University of Windsor
December 31, 2006 - August 3, 2025Assisted in research activities related to computer science topics from 1999 to 2006.
Graduate Assistant at University of Windsor
December 31, 2004 - August 3, 2025Provided graduate-level academic and administrative support between 2003 and 2004.
Damage Prevention Technician at GTel Engineering, Windsor, ON
January 1, 2023 - August 6, 2025Performed roles related to damage prevention in engineering operations, ensuring safety and compliance in infrastructure handling.
Team Coach at Sutherland Global Services, Windsor, ON
January 1, 2021 - August 6, 2025Led team coaching activities to improve performance, support escalations and ensure quality service delivery.
Escalation Desk Supervisor at Sutherland Global Services, Windsor, ON
January 1, 2020 - August 6, 2025Supervised the escalation desk team, managing critical support incidents and ensuring timely resolution of customer issues.
Technical Support at Sutherland Global Services, Windsor, ON
January 1, 2018 - August 6, 2025Provided technical support services for clients, troubleshooting and resolving software and hardware issues.
Research Assistant at University of Western Ontario, London, ON
January 1, 2016 - August 6, 2025Conducted research primarily in natural language processing and AI, supporting academic projects and contributing to publications.
Graduate Teaching Assistant at University of Western Ontario, London, ON
January 1, 2012 - August 6, 2025Assisted in instructing university courses, supporting students and grading coursework in computer science.
Web Developer, Programmer, Database Administrator at Ward Media INC, Windsor, ON
January 1, 2008 - August 6, 2025Designed, developed, and administered web applications and databases for the company, integrating technologies such as Java, JSP, and Microsoft Access.
Research Assistant at University of Windsor, Windsor, ON
January 1, 2006 - August 6, 2025Supported research projects focused on language processing and AI, assisting in development and analysis.
Graduate Assistant at University of Windsor, Windsor, ON
January 1, 2004 - August 6, 2025Provided graduate-level assistance in academic duties and research projects.
Education
PhD Candidate at University of Western Ontario, London ON
January 1, 2008 - December 31, 2016M.Sc. at University of Windsor, Windsor ON
January 1, 2006 - December 31, 2006B.Sc. Honors at University of Windsor, Windsor ON
January 1, 2002 - December 31, 2002PhD Candidate at University of Western Ontario
January 1, 2008 - December 31, 2016Master of Science at University of Windsor
January 1, 2006 - December 31, 2006Bachelor of Science at University of Windsor
January 1, 2002 - December 31, 2002PhD Candidate, Natural Language Processing, AI at University of Western Ontario, London ON
January 1, 2008 - January 1, 2016M.Sc. - Computer Science, Language Processing, AI at University of Windsor, Windsor ON
January 1, 2006 - January 1, 2006B.Sc. Honors, Major: Computer Science with Option in Software Engineering at University of Windsor, Windsor ON
January 1, 2002 - January 1, 2002Electrical and Electronics Engineering (completed 65/66 courses) at Tishreen University, Lattakia, Syria
January 1, 1996 - January 1, 1996Qualifications
Industry Experience
Software & Internet, Telecommunications, Education, Life Sciences, Healthcare, Professional Services, Computers & Electronics
Experience Level
Expert
Expert
Expert
Expert
Expert
Expert
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
Intermediate
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