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
01.2010 - 01.2014
Skills
Industry Knowledge
Inter-department collaboration
Team Building
Training and mentoring
Research and due diligence
Customer Relations
Key accounts development
Technical Analysis
Technical Writing
Operational analysis
Data analysis
Project Management
Training implementation
Report creation
Technical troubleshooting
Data interpretation
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