Jerry Winiarski
Phoenix,AZ
Summary
Customer Relationship Specialist, Information Technology Expert, and Digital Marketing Strategist with extensive expertise in complex diagnosis and resolution of technical issues, customer service, retention strategy, marketing strategy, marketing automation systems, ecommerce systems, and the support of emerging technologies for business and their clients. Known for demonstrating a proven track record in enhancing customer satisfaction and retention through empathetic communication and proactive issue resolution, while also driving process improvements and business initiatives.
Overview
20
20
years of professional experience
Work History
Technical Support Representative II
KEAP
03.2021 - 09.2024
- Diagnose intricate technical issues in marketing automation and ecommerce software, delivering data-driven solutions that boost customer satisfaction
- Cultivate positive customer relationships through empathetic communication, consistent follow-up, and expectation management, ensuring client satisfaction and loyalty
- Provide clear, patient guidance to clients, translating complex technical concepts into easily understandable terms for non-technical users
- Drive customer retention through proactive issue resolution, serving as a vital link between clients and internal departments, by managing inter-departmental retention collaboration channels
- Foster knowledge sharing within support team, contributing to a robust internal resource network that improves collective effectiveness
Team Lead, Electrical QC Department
SILENT AIRE USA INC
10.2019 - 03.2021
- Spearheaded process improvements by revamping inspection forms, enhancing departmental efficiency and product quality assurance protocols
- Developed comprehensive training guide for electrical systems inspection, facilitating seamless onboarding and skill development for new hires
- Liaised with engineering team to verify new systems, providing critical data for design flaw corrections and product enhancements
- Rapidly ascended to Team Lead role, demonstrating exceptional expertise in quality control and leadership capabilities
- Pioneered strategies to optimize electrical QC processes, fostering a culture of continuous improvement and technical excellence
Midway Tech (Temp Position)
RCSFUN
10.2019 - 10.2019
- Set-up and maintained POS systems used for Ticket sales, such as maintaining and servicing receipt printers, barcode scanners, credit card readers, and RF scanners
- Performed software upgrade procedures for Ticket selling software, credit card readers, and Windows OS
- Executed precise CAT6 network cabling installations, overseeing ongoing network configuration to ensure robust connectivity and system reliability
Electrical Worker
CORBINS ELECTRIC
01.2019 - 10.2019
- Analyzed blueprints and specifications to execute diverse electrical tasks, ensuring precise installations and adherence to industry standards
- Championed safety-first culture, leading by example and motivating staff compliance, resulting in enhanced efficiency and productivity
- Supported cross-functional teams in material handling, job site maintenance, and general labor, fostering a cohesive work environment
Contract Technical Support Specialist
FIELD NATION
01.2014 - 01.2015
- Provided on-site technical support, resolving hardware, software, and network issues for clients
- Installed and supported telecommunications cabling, ensuring reliable communication systems
- Collaborated with clients to ensure seamless operation of critical business systems
- Developed tailored solutions for unique technical challenges, minimizing client downtime, and boosting customer satisfaction
VoIP Engineer
WOW ACCESS INC
08.2013 - 12.2013
- Offered remote help desk services, administration of Asterisk-based PBX servers, new user setups, provisioning of VoIP communication devices, backup, and maintenance tasks for voice and fax services
- Cultivated strong relationships with carriers, streamlining porting processes and improving e911 compliance for seamless service delivery
- Developed comprehensive knowledge base documentation, elevating remote help desk service quality and user satisfaction
Network Administrator/ VoIP Engineer/ Sales Support Representative
M2 TELECOM/ VOIP INNOVATIONS
01.2013 - 08.2013
- Optimized Digium Switchvox 305 SIP PBX administration, enhancing end-user support efficiency and quality through data-driven improvements
- Streamlined VoIP Innovations client support, processing orders and account setups with precision, leading to improved customer satisfaction rates
- Managed high-volume daily call load, demonstrating exceptional problem-solving skills and attention to detail in resolving complex customer issues
VoIP Specialist
NEXTIVA INC
02.2012 - 09.2012
- Handled high-volume client calls daily, efficiently managing account cancellations and implementing effective retention strategies to minimize customer churn
- Led the NEXTOS Migration Project, ensuring a smooth transition of all client settings from the NEXTOS VoIP platform to the Broadsoft VoIP platform
- Demonstrated motivational leadership abilities while training team members on providing client support services for the Broadsoft VoIP platform
Technical Support Specialist L1
JCURVE TECHNOLOGIES
02.2011 - 02.2012
- Managed inbound technical support for multiple VoIP providers, resolving complex issues and maintaining high service quality while adhering to company protocols
- Demonstrated exceptional conflict resolution skills, efficiently handling 30-60+ daily calls from end-user clients in a remote work environment
- Streamlined support ticket escalation process to L2 group across all contracts, enhancing overall system efficiency and reducing resolution time
- Achieved Broadsoft Certified Platform Administrator title within 7 months, showcasing rapid skill acquisition and dedication to professional growth
Technical Support Specialist/ Senior Account Executive/ President
DESERT STAR PC INC
01.2005 - 02.2011
- Implemented cutting-edge IT solutions, addressing complex technical challenges and driving operational efficiency for diverse business groups
- Cultivated strong client relationships through effective communication, significantly boosting overall customer satisfaction levels
- Optimized network designs for diverse voice, data, and video systems, showcasing deep IT expertise and enhancing client infrastructure efficiency
- Drove marketing initiatives and client acquisitions, leveraging industry best practices to substantially expand the company's customer base
Education
Associate of Applied Science - Electronics
Devry University
Google IT Support Professional Specialization Certificate -
Coursera
Digital Marketing Strategist
Digital Marketer
Skills
- Customer Service
- Customer Retention
- Inter-departmental Collaboration
- Marketing Strategy Specialist
- Troubleshooting
- Technical Support
- Account Management
- Complaint resolution
- Issue Troubleshooting
- Call Center Operations
- Technical Troubleshooting
- Remote Support
- Security Protocols
- Application support
- User Support
Websites
Timeline
Technical Support Representative II
KEAP
03.2021 - 09.2024
Team Lead, Electrical QC Department
SILENT AIRE USA INC
10.2019 - 03.2021
Midway Tech (Temp Position)
RCSFUN
10.2019 - 10.2019
Electrical Worker
CORBINS ELECTRIC
01.2019 - 10.2019
Contract Technical Support Specialist
FIELD NATION
01.2014 - 01.2015
VoIP Engineer
WOW ACCESS INC
08.2013 - 12.2013
Network Administrator/ VoIP Engineer/ Sales Support Representative
M2 TELECOM/ VOIP INNOVATIONS
01.2013 - 08.2013
VoIP Specialist
NEXTIVA INC
02.2012 - 09.2012
Technical Support Specialist L1
JCURVE TECHNOLOGIES
02.2011 - 02.2012
Technical Support Specialist/ Senior Account Executive/ President
DESERT STAR PC INC
01.2005 - 02.2011
Associate of Applied Science - Electronics
Devry University
Google IT Support Professional Specialization Certificate -
Coursera
Digital Marketing Strategist
Digital Marketer
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