Ricardo Faneite Hernandez Email & Phone Number

Miami, Fl, Us

- Spearheaded the development of customized product demonstrations tailored to individual customer requirements, driving a substantial increase in successful sales conversions and customer satisfaction rates.- Acted as the primary technical liaison for Kaseya's suite of products, providing expert guidance and support during presentations and demonstrations, which contributed to enhanced client understanding and confidence in product capabilities.- Streamlined the demonstration process by implementing efficient workflows and best practices, resulting in reduced turnaround times for RFP responses and increased overall productivity of the sales team.- Drafted and delivered technical presentations and solution proposals, tailoring each to match specific customer requirements, driving a high rate of customer satisfaction and increased sales of Kaseya's products and services.- Demonstrated exceptional cross-functional collaboration skills by working closely with various departments including Product, Engineering, Professional Services, and Support, effectively addressing issues, answering questions, and fulfilling requests in a timely manner, fostering a cohesive and supportive work environment.- Independently conducted thorough discovery conversations and needs analysis for multiple customers, leading to the identification of key areas for infrastructure optimization and the implementation of targeted solutions, resulting in improved system performance and operational efficiency.- Played a pivotal role within the Kaseya sales team, contributing expertise and insights to formulate winning strategies tailored to prospect requirements, leveraging Kaseya MSP methodologies, technical solutions, education, and services, thereby enhancing the team's sales effectiveness and revenue generation.

Amsterdam, Noord-Holland, Nl

- Managed the coordination efforts among cross-functional teams to effectively manage the installation of capital medical equipment across critical care and surgical areas, maintaining operational efficiency even under high workload demands.- Installed, serviced, and tested intricate IT networks while strictly adhering to established standards and policies, ensuring seamless operations and compliance.- Demonstrated expertise in troubleshooting complex network issues to meet Quality of Service (QoS) requirements, thereby significantly enhancing client satisfaction.- Optimized installation processes for complex, multi-phase systems comprising IT infrastructure and patient monitoring equipment, ensuring improved organizational coordination and reduced work hours.- Effectively led internal and external resources to surpass performance targets, setting a benchmark for efficiency and productivity.- Orchestrated customer experience throughout the system lifecycle, utilizing industry best practices to promptly address issues and foster long-term customer loyalty.- Provided valuable input to project management and development teams regarding product improvements, offering strategies that were swiftly adopted as the company's gold standard for enhancing supportability.

Boston, Ma, Us

- Promoted to the role of Technical Account Manager, facilitating seamless communication among various stakeholders and contributing to the enhancement of customer satisfaction throughout the sales processes, leading to increased annual revenue growth.- Established and maintained clear, reliable lines of communication with key stakeholders, ensuring all requirements were met effectively and efficiently.- Generated new revenue within existing accounts amidst significant competition by providing accurate technical counsel and designing best-in-class digital solutions, thus serving as the primary liaison to resolve any arising issues.- Leveraged an extensive technical knowledgebase to advise customers on new product versions, upgrades, and roadmap developments, collaborating with high-profile companies to ensure alignment and satisfaction.- Proactively prevented issues through meticulous planning, regularly scheduled technical reviews, and on-site visits, earning multiple commendations for dedication and unwavering focus on customer success.- Organized and analyzed extensive customer feedback, contributing to significant improvements in product usability and enhancing overall customer satisfaction levels.

Boston, Ma, Us

- Delivered bilingual, high-level network support to WAN Optimization Customers, resulting in record-breaking average satisfaction scores, showcasing adept communication skills and technical prowess.- Implemented diverse computer network topologies, offering valuable insights to leadership for potential enhancements, demonstrating a keen eye for optimization opportunities.- Attained mastery in WAN Optimization technologies such as De-duplication, Compression, QoS/Control, among others, serving as a go-to expert for intricate technical resolutions, elevating team efficiency and problem-solving capabilities.- Resolved intricate networking issues, resulting in a notable improvement in average ticket resolution time, demonstrating adept troubleshooting skills and dedication to customer satisfaction.- Reported incidents at various levels, emphasizing clear reporting and delivering quality solutions, ensuring transparent communication and swift resolution of issues.

Markham, Ontario, Ca

• Providing technical support through the telephone to our customers regarding specific product information, upgrades, warranties and computer maintenance. (Support for Windows, Android, Pantech PCSuite).• Maintaining all call information accurately for client reporting purposes. (TeleMagic, Reports Software).• Escalating complex or specialized technical inquiries to Level 3 Technical Support Representatives.

Diploma, Computer Systems Networking And Telecommunications

Bachelor'S Degree, Computer Engineering