Technical Support Customer Service

RONALD G VILLANUEVA

*************@*****.*** 725-***-****

OBJECTIVE

Enthusiastic and empathetic professional with a strong foundation in customer service, seeking to leverage extensive interpersonal skills to create positive experiences and foster lasting relationships with clients. Committed to understanding and meeting customer needs, resolving issues with a compassionate approach, and contributing to a dynamic team environment with proactive communication and problem-solving abilities.

SKILLS

Highly organized team player with positive attitude.

Dependable with a great work ethic and the ability to multi-task.

Strong ability to inspire others and assume leadership when necessary.

Delivers excellent customer service.

Capable of translating technical terms into simple verbiage for end users.

Able to handle multiple assignments under high pressure and consistently meet tight deadlines.

Excellent qualification in strategic planning with comprehensive knowledge of management, organizational development, team building and project execution. Software & Qualifications

Proficient knowledge of Microsoft CRM, Asana, Azure, RDP, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Adobe Photoshop, Android SDK, Cellebrite Universal Forensic Extraction Device, Cellebrite Physical Analyzer, Cellebrite Premium, Cellebrite Cloud, Cellebrite Frontliner, Cellebrite Responder, Cellebrite Seeker, Cellebrite Digital Collector, Cellebrite OSINT, Cellebrite Pathfinder, Cellebrite Reader, Cellebrite Inspector, Cellebrite Commander, Access Data FTK, EnCase, Peach-Tree, SalesForce, CypherTrace.

Certifications obtained: CMFF, CCO, CCPA, CASA, CTCF WORK EXPERIENCE

Cellebrite, Parsippany, NJ June 2017 – April

2022

Sr., Support Engineer, Global

Re-Introduced a tiered support system to balance workload amongst department representatives.

Maintained highest percentage of successfully closed tickets year over year.

Set support quality standards by promoting a culture of furthering knowledge in specific topics.

Maintained 85% or higher FCR.

Regular travel to Israel based headquarters for the purpose of bringing back knowledge to US offices.

Maintained a customer satisfaction rating of 9.3/10 from over 20,000 customer surveys.

Spearheaded chat support as well as maintained highest record of chat by volume.

Direct contact for field agents for various three and four later government agencies.

Created a system that allowed support representatives from other regions to visit to adopt our methodology of effectiveness and efficiency.

Directly assisted with preventing human and endangered animal trafficking. 1

Cellebrite USA Inc., Glen Rock, NJ January 2012 – June 2015

Tier 1 Support Technician, North America

Provided support for in-bound calls for both forensic and retail-based customers.

Created solutions for cell phone data acquisitions for main knowledge base.

Trained Repair Technicians the process and functionality of both forensic extraction machines and content transfer machines.

Streamlined process in creating hardware dongle license conversion for existing customers.

Traveled for major trade shows as an exhibitor for CTIA and IACP.

Traveled to different states to personally provide training to Verizon Wireless locations on how to use the Cellebrite Diagnostic Solution.

Remotely assisted both government and retail institutions with basic functions and installation of the UFED for PC and Cellebrite Desktop software.

Answered all e-mail based mobile technical inquiries in North America for all retail related inquiries.

Paging Concepts USA, Paramus, NJ January 2009 –

January 2012

Sales Representative

Consistently achieved or surpassed personal sales quotas.

Ensured that customers were educated in the device in which they purchased.

Assisted in Training and Development programs customized for the needs of the organization; topics included sales skills, resolving performance issues, dealing with customers, and effective sales tactics.

Assisted with various managerial duties such as scheduling, organizing retail locations, and creating displays for new products.

Central Industrial Supply, Englewood, NJ February 2007 – October 2008

Executive Sales Assistant

Responsible for the development of procedures for consistency in the quality of customer satisfaction.

Assisted in the development of strategic plans, resolves personal and business account payable.

Successfully trained and help develop the sales ability of 30 person sales staff.

Researched and generated qualified leads for sales executives.

Identified small companies that other competitors were overlooking, providing an increase in sales by servicing a previously underserved market niche. 2

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