Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Timeline
Eduardo Ortiz Sanchez

Eduardo Ortiz Sanchez

Software Specialist
San Juan Capistrano,CA

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

9
9
years of professional experience
4
4
years of post-secondary education

Work History

Software Specialist

Merge Mobile, Inc
San Clemente, California
09.2019 - 07.2023
  • Assisted customers with troubleshooting and resolving software application issues related to programmatic functionality, debugging and resolving errors
  • Developed system implementation plans.
  • Created proofs of concept for innovative new solutions.
  • Coordinated deployments of new software, feature updates and fixes.
  • Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
  • Designed and developed analytical data structures.
  • Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
  • Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
  • Corrected, modified and upgraded software to improve performance.
  • Developed next generation integration platform for internal applications.
  • Addressed and resolved customer issues efficiently: average issue resolution time of 5 minutes
  • Utilized product knowledge and expertise to efficiently identify and monitor customer technical issues
  • Deployed extensive product knowledge to create helpful resources and documentation
  • Developed and maintained strong relationships with customers to ensure high levels of customer satisfaction
  • Consistently achieved customer satisfaction survey scores above 98 percent
  • Created and used automated customer support processes to accelerate resolution time
  • Maintained and updated customer support databases and documentation.

Customer Success Manager

Merge Mobile, Inc, San Clemente
San Clemente, CA
09.2019 - 07.2023
  • Skills: Post-Sales Support, Client Adoption, Implementation, Education & Training.
  • Analyzed customer data and usage trends to detect problem areas and to ensure customer success and happiness.
  • Implemented customer education programs, decreased customer onboarding time by 50%, increased satisfaction rate with customers, reduced customer churn rate.
  • Leveraged over 100+ customer surveys to identify areas for improvement and successfully incorporated customer feedback into product upgrades.
  • Developed and maintained processes for onboarding new customers, product onboarding, and customer success plans.
  • Advocated for customer needs and collaborated with cross-functional teams to drive customer adoption and maximize customer retention.
  • Client Retention rate 98% for a book of business of 3,000 clients.
  • Established strong relationships with key customers, resulting in increased customer loyalty
  • Assisted customers with onboarding and product setup to foster successful adoption and usage
  • Monitored customer progress and addressed customer inquiries with timely and accurate updates

Valet Attendant

Waldorf Astoria Monarch Beach Resort & Club
Dana Point, CA
12.2016 - 11.2018
  • Interacted with customers, safely parked vehicles and checked keys in a timely and efficient manner, exceeding customer expectations
  • Ensured more than 98% customer satisfaction when providing valet services, as evidenced through surveys and customer feedback
  • Successfully parked over 500 vehicles per day
  • Observed all safety and security procedures when parking and retrieving vehicles, ensuring zero incidents per day.
  • Welcomed arriving guests and explained car retrieval procedures.
  • Reported customer-oriented issues immediately to supervisor for swift assistance and resolution.
  • Located and retrieved vehicles quickly to minimize customer wait times.

Fitness Attendant

Miraval Group
Dana Point, CA
10.2017 - 09.2018
  • Interacted with customers, answered inquiries, and managed equipment in a fitness facility; exemplified exceptional standard of customer service
  • Significantly increased customer engagement and satisfaction levels, with a 5% increase in feedback ratings and a decrease in customer complaints over a 6-month period
  • Implemented internal process improvements to ensure efficient facility operations, reducing administrative time by 30%.
  • Broadcasted information about events, gym classes and community offerings
  • Kept fitness areas, machines and spaces clean and orderly for customers
  • Set up, maintained and put away recreational equipment
  • Greeted and interacted with members and guests upon entrance and exit to facility

Fry Cook

In-N-Out Burger Store 28
Dana Point, CA
01.2015 - 12.2016
  • Prepared and served high-quality fast food to 500 customers within a 4-hour shift, conforming to food safety standards and health regulations
  • Reduced food waste by 30%, kept wait times below 2 minutes, and maintained quality and accuracy of the orders with an average customer satisfaction score of 9.5 out of 10
  • Operated cooking utensils safely, accurately measured and mixed ingredients and monitored food temperatures during preparation.

Education

Associate of Science - AS - Computer/Information Technology Administration and Management

Saddleback College, Mission Viejo, CA
01.2010 - 01.2014

Skills

Industry Knowledgeundefined

Accomplishments

  • Google IT Support Certificate - Coursera 2022

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Software Specialist - Merge Mobile, Inc
09.2019 - 07.2023
Customer Success Manager - Merge Mobile, Inc, San Clemente
09.2019 - 07.2023
Fitness Attendant - Miraval Group
10.2017 - 09.2018
Valet Attendant - Waldorf Astoria Monarch Beach Resort & Club
12.2016 - 11.2018
Fry Cook - In-N-Out Burger Store 28
01.2015 - 12.2016
Saddleback College - Associate of Science - AS, Computer/Information Technology Administration and Management
01.2010 - 01.2014
Eduardo Ortiz SanchezSoftware Specialist