Hassan Jubran has over 20 years of experience in information technology with expertise in hardware, software, networking and customer service. He holds an A+ certification and has worked in roles such as senior technician, help desk lead, mobile PC technician and loan officer supervisor. Currently, he is seeking new opportunities in IT support and customer service.

1. HHASANASAN JJUBRANUBRAN
EDUCATION & CERTIFICATION
• A+ Certification, Tek-System Technical Institute, Dekalb, GA, 2000 – 2000
• Hardware / Software Training / NET+, Wilson Technical College, Wilson, NC, 1996 – 1997
• C.I.S. Computer Science Prerequisites, Pit Community College, Greenville, NC, 1997 – 1997
• Electronic Drafting and Design, Wayne Community College, Goldsboro, NC, 1995 – 1996
OTHERS
Languages:
• English (fluent)
• Arabic (fluent)
• Spanish (Novice)
PROFESSIONAL EXPERIENCE
My Pc Buddy, Atlanta, GA 2003 – Nov 2014
Sr. Technician / Operator
Responsible daily for all incoming calls and all appointments entered all customers’ data, problems &
solutions into the Remedy ticketing system repaired all systems by means of software or hardware
solutions by changing any peripheral device that is damaged or defective
• Supported over 20,000 end users stateside by remote LAN, phone, and email or on-site.
• Worked extensively on all Operating Systems Mac & Microsoft platforms including Microsoft
Office suits.
• Built custom PCs and Servers based on end user or business requirements.
• Replaced broken laptop, tablet and phone screens.
• Installed home and business networks, CAT-5 & Wireless, Virus and Trojan removal on all
operating systems.
Coca-Cola Enterprises, Atlanta, GA 2001 – 2004
Sr. Help Desk Lead
Provided support for desktop computers, handheld devices, and peripheral equipment; via phone, email
and LANDesk remote. Documented all calls into Remedy ticketing system including detail solutions for
future references Resolved a wide variety of performance, hardware, and connectivity issues Surpassed
internal customer service goals while adhering to the "Talk Time" guidelines Maintained a 95% "Fixed
First Call" rate Well over the company guideline of 80%, leaving only 5% of calls escaladed to 3rd level
support.
• Functioned as the support expert in the following groups: AS/400, SAP, Mainframe, Software
Support, VPN and PC/LAN issues for over 80,000 End Users Globally.
• Responsible for Lead Desk Operations during rotation. Served as main point of contact during
high impact problems.
• Maintained the highest average problem resolution rate and call volume 8 months consecutively.
Aero-Tek / Tek-System, Atlanta, GA 2000 – 2001
TekPro Technician

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As a Tek-Pro, I was part of an elite group of engineer’s, I was the only hardware specialist among the
group of twelve, I provided full technical support for all hardware and software upgrades during all major
roll-out’s. I used and loaded Java, SQL, Oracle, SQL Server, windows 2000/NT/XP, Unix, AS/400, AIX,
TCP/IP, informatica, Clarify, Vantive, Siebel Metrix, Heat and Remedy. To name of few of the
companies I worked for.
• G.E. Capital, Verizon Wireless, Ford Motor Credit, American Eagle Outfitters, Promina Health
Care, Contingent Network Services, Liberty Mutual, Exodus Communication Securities &
Scientific Atlanta.
Uni-tech Corp, Marietta, GA 2000 – 2000
Mobile Pc Technician
• Dispatched to repair all types of systems including but not limited to desktops, laptops, POS
systems, printers, copiers, DvR’s and much more using any means available including software
patches and or hardware firmware updates or replacement. Worked extensively on all Operating
systems especially all M.S.O.S. platforms and office 2003.
Direct Sales International, Atlanta, GA 1997 – 2000
Loan Officer Supervisor
• Contact customers and verify their orders. Approve customers for a payment plan and establish a
verbal agreement on their proposed contract while ensuring customer satisfaction. Instructed
employees on how to handle customers and their approved loans.(Call Center)
Governet Affairs, Atlanta, GA1999 – 2000
Internet Sales Representative
• Sold Legislative-tracking information to Fortune 500 companies and other major corporations
around the U.S, by the use of SalesForce, a live web based ticket tracking system.
Mike’s Deli, Greenville, NC 1995 – 1997
Assistant Manager
• Handled customer relation, account payable, Inventory control, plus shipping and receiving using
Quick Book Pro Created marketing plans to establish financial growth Proposed effective ideas to
investors insuring repeated sales Used writing skills to enhance sales Interviewed job applicants
and trained staff creating a team working atmosphere