Fanel Joseph
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
8
8
years of professional experience
Work History
Teacher's Assistant
HISD
Houston, TX
01.2015 - 12.2022
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Maintained safety and security by overseeing students in recess environments.
- Handed out classroom materials, like pencils, paper, and crayons.
- Assisted lead teachers with lesson plan creation and materials development .
- Worked with lead teacher to monitor class schedule and take attendance.
- Collaborated with teachers for lesson preparation by preparing materials and setting up equipment.
- Reviewed lesson material with students individually or in small groups.
- Supported classroom activities, tutoring, and reviewing work.
- Tutored struggling students individually and in small groups to reinforce learning concepts.
- Supported planning and preparation for culturally-diverse class sessions.
- Supported classroom maintenance and upkeep, organizing books and materials.
- Assisted in maintaining engaging and respectful educational environment by promoting discipline and cooperation.
- Presented wide range of information to students using hands-on instructional techniques for effective comprehension.
- Provided instructional support to students unable to attend regular classes.
Customer Service Specialist
Asurion
Houston, TX
08.2018 - 07.2022
- Provided primary customer support to internal and external customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Developed customer service improvement initiatives to decrease customer wait times.
- Maintained and managed customer files and databases.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Computer Technician
CSAT Solutions
Houston, TX
07.2018 - 10.2020
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
- Linked computers to network and peripheral equipment.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Executed technology implementation projects with minimal downtimes and business disruptions.
- Implemented internal quality standards to secure electronic records integrity.
- Recommended new and replacement hardware and software purchases.
- Followed detailed operational process and procedures to appropriately analyze, escalate and assist in remediation of information security incidents.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Demonstrated increased knowledge of company products and equipment.
Education
Bachelor of Science - Management Information Systems
University of Central Florida
Orlando, FLAssociate of Applied Science - Computer Engineering Technology
Valencia College
Orlando, FLSkills
- De-Escalating and Resolving Conflicts
- Microsoft Office
- Adaptive Learning
- Hardware Replacement
- Software and Hardware Implementation
- Organizational Skills
- Hardware Upgrades
- Operating System Management
- Computer System Diagnostics Software
- Virus Protection
- Technical Support and Assistance
- Customer Service
- Backup and Recovery
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Resolved product issue through consumer testing.
- Built clients confidence & royalty
Languages
French
Full Professional
Timeline
Customer Service Specialist
Asurion
08.2018 - 07.2022
Computer Technician
CSAT Solutions
07.2018 - 10.2020
Teacher's Assistant
HISD
01.2015 - 12.2022
Bachelor of Science - Management Information Systems
University of Central Florida
Associate of Applied Science - Computer Engineering Technology
Valencia College
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