Martin Sanchez Email & Phone Number

Ottawa, ON, CA

Ottawa, Ontario, Canada

• Designs and implements scalable solutions to complex business needs across the Salesforce platform, focusing on Service Cloud and Customer Support initiatives
• Actively collaborates with business teams to ensure process and data integrity across an organization that uses Salesforce heavily
• Facilitates continues improvement by highlighting where new functionality requests and technical debt can be addressed in tandem
• Provides guidance and mentorship to more junior team members, prioritizing pathing to higher certification within the Salesforce ecosystem

Ottawa, Canada Area

• Responsible for configuring and customization of Salesforce components and applications as business needs required
• Participation in QA testing activities to ensure feature performance and understanding
• Produced technical documentation for object-specific automations and process design
• Resolution of day-to-day issues via internal ticketing system

Ottawa, Canada Area

• Primary focus as a Junior Administrator was management of user creation, profile creation and changes, page layout updates, and new field requests
• Created lightning pages, quick actions, and associated replacement functionality for a Salesforce Classic -> Salesforce Lightning conversion
• Recreated the user experience for a support team with a new console, page layouts, fields, automation, and list views

Ottawa, Canada Area

• Oversees health of practice integrations from a market-segment perspective, proactively identifying critical maintenance and issues and advising groups of best practices/approach
• Reports weekly on average case effort, trending technical case drivers, and market health based on delta between open/closed cases and effort values
• Works with product management teams as a client advocate, providing feedback about key product functionality and planning future feature implementation
• Provides mentoring and technical assistance to junior team members to encourage a fearless technical learning environment
• Audits technical documentation in Confluence for accuracy and consistency across business lines

Ottawa, Canada Area

• Manages the support initiative for enterprise-tier medical practices with focus on alignment with strategic priorities, streamlining issue reporting processes, and increasing self-service
• Monitors the health of practice integrations with Phreesia using SQL and SumoLogic with case tracking, account management, and ongoing practice contact in Salesforce
• Plans, builds, and deploys technical fixes using HL7, XSLT, Javascript, and basic C# with tracking in JIRA
• Produces technical documentation in Confluence about high-touch accounts to facilitate consistent, accurate support to end-users from all tiers of the technical organization
• Participates in cross-functional testing and planning of feature implementation with practice users and account management, acting as GoLive support on key deployment dates

Ottawa, Canada Area

• Led a team of staff who were first points of contact for business-critical hardware and software issues at the store level
• Proven decrease in both physical and connection-based network security issues in-store by building awareness through workshops and training
• Ensured compliance of both imaging and hardware restrictions on 100+ Mac/iOS devices
• Preventative maintenance on all in-store hardware from server and networking to payment compliance

Ottawa, Canada Area

• Assisted 30-50 users daily with technical issues in a fast-paced retail environment
• Mentored a team of 20+ technicians on technical knowledge, troubleshooting, and repair skill growth, with a documented increase in repair quality and success
• Proven success in conflict management and resolution with outstanding customer satisfaction ratings
• Administered Mac OS X Server for 30+ users in an OpenDirectory environment with LDAP

Cupertino, California

• Developed and executed quality assurance planning, procedures, test cases, and scripts
• Coordinated teams internationally to ensure that language differences, international standards, and procedural exceptions are observed
• Led weekly bug-report meetings and determined escalation paths for issues that arise during testing cycles, participates in cross-functional project design meetings to educate business partners on changes being made.
• Mentored testing teams with focus on documentation accuracy, critical thinking, self-direction, and leadership

Cupertino, California

• Performs in-depth testing of business critical applications, with specific focus on employee experience and usability
• Promotes partnership with global teams at both retail and corporate levels to ensure seamless deployment process worldwide and on multiple platforms