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Rose Mary Abi Hanna is an experienced software engineering professional with a strong background in technical support and IT service management. Currently serving as the Software Engineering Team Lead at Intellect since January 2021, Rose Mary leads a Level 1 Technical Support Team, focusing on ITSM and ITIL practices, system administration, and remote client support. Prior experience includes a role as a Senior Technical Support Specialist at SABIS® from December 2011 to January 2019, where responsibilities involved managing Azure applications, data replication to cloud servers, and comprehensive support for academic software. Additionally, in a previous position as a Senior Software Engineer at Profiles Software from December 2003 to August 2011, Rose Mary led both Level 1 and Level 2 technical support teams, overseeing software installations and user training at client sites.