North America Service Delivery

Joshua Wolinski

+1-646-***-**** ****.****@*****.*** Cutler Bay, Florida

www.linkedin.com/in/joshwolinski/

Summary

● Led a North America support team for ITSM and ITOM solutions, achieving a 25% improvement in service delivery and maintaining rigorous SLA standards.

● Drove adoption of ITIL principles, resulting in streamlined workflows and enhanced team performance across multiple regions.

● Utilized data analysis to monitor case metrics and escalate high-priority issues, maintaining high customer satisfaction and retention.

Work Experience

EasyVista North America

Head of Support Oct 2022 - Present

● Managed a team delivering ITSM and ITOM services, improving resolution efficiency by 25% while ensuring adherence to SLA requirements.

● Boosted productivity by 20% and unified cross-region support operations through improved metrics tracking.

● Enhanced customer satisfaction and retention by delivering high-quality support and managing escalations effectively.

● Conducted product demonstrations and beta testing that informed product improvement initiatives.

● Instituted processes for technical escalations, reducing resolution times by 15%. Goverlan, an EasyVista company

Director Of Client Services May 2021 - Oct 2022

● Cultivated key client relationships, increasing client lifetime value by 18%.

● Served as the main escalation contact, ensuring timely issue resolution across complex client inquiries.

● Implemented retention strategies that increased client lifetime value by 18%.

● Monitored service delivery closely to consistently exceed client expectations and SLA targets.

● Built a collaborative culture that improved team performance and client service metrics by 15%.

● Integrated cryptography best practices into client communication protocols for enhanced data security.

Sales and Technical Support Engineer May 2016 - May 2021

● Delivered technical pre-sales support across email, phone, and chat, contributing to a 12% increase in conversion rates.

● Conducted live product demonstrations across time zones, boosting demo-to-sale conversion by 15%.

● Managed support for potential customers across EU, APAC, and North America, streamlining global outreach.

● Collaborated in beta testing initiatives that accelerated product refinement and aligned with ITIL protocols.

● Analyzed support metrics to improve case resolution processes continuously. Fifth Avenue Financial

Vice President Information Technology May 2012 - Mar 2016

● Oversaw a Helpdesk team achieving a 20% improvement in resolution times and SLA adherence.

● Mentored the Helpdesk Manager, fostering skills in managing escalations and technical support.

● Developed and enforced procedures that improved workflow efficiency and ensured SLA compliance.

● Provided training on MacOSX, iPhone, and Android, improving team technical competency across diverse platforms.

● Leveraged NIST frameworks to guide security improvements in IT operations. Lenox Advisors

Vice President Information Technology May 2012 - Mar 2016

● Directed Helpdesk operations, achieving enhanced support outcomes and effective use of ITSM practices.

● Implemented ITIL-based improvements, reinforcing consistent service delivery. Glocap

IT Manager Dec 2011 - Jun 2012

Head of Desktop Support Apr 2010 - Dec 2011

Pali Capital

Vice President - Trade Floor Support Manager Sep 2008 - Apr 2010 Trade Floor Support Technician Jun 2005 - Sep 2008 Education

John Jay College (CUNY) Jan 1998 - Jan 2002

Criminal Justice and Psychology

Chubb Institute of Technology Jan 2003

Microsoft .Net Developer Certification, Computer Programming Certifications

IS-100.b Introduction to Incident Command System, ICS-100 FEMA

IS-200.b ICS for Single Resources and Initial Action Incidents FEMA

IS-700.a National Incident Management System (NIMS) An Introduction FEMA

IS-800.b National Response Framework, An Introduction FEMA

Management and Leadership Skills for New Managers and Supervisors Fred Pryor/Career Tracks

Community Emergency Response Team

Miami-Dade County

General Billy Mitchell Award Mar 1999

Civil Air Patrol - United States Air Force Auxiliary Brigadier General Charles E. “Chuck” Yeager Aerospace Education Achievement Award Feb 2015

Civil Air Patrol - United States Air Force Auxiliary General Benjamin O. Davis, Jr. Award Oct 2015

Civil Air Patrol - United States Air Force Auxiliary Grover Loening Aerospace Award May 2016

Civil Air Patrol - United States Air Force Auxiliary Air Force Organizational Excellence Award Mar 2018 United States Air Force

Paul E. Garber Award Jul 2020

Civil Air Patrol - US Air Force Auxiliary

CAP Crisis Service Ribbon Nov 2021

Civil Air Patrol

Skills

Technical Support & IT Operations: ITSM, SLA Management, Escalation Management, Technical Support, Helpdesk Operations

Security & Compliance: PKI, Cryptography, NIST Framework, ITIL, CSP Data & Metrics Analysis: Data Analysis, Performance Metrics, Process Optimization, Reporting, Client Retention Strategies

Leadership & Client Services: Team Leadership, Client Relationship Management, Escalation Resolution, Training & Development, Strategic Planning Honors & Awards

General Billy Mitchell Award - Civil Air Patrol - United States Air Force Auxiliary Brigadier General Charles E. “Chuck” Yeager Aerospace Education Achievement Award - Civil Air Patrol - United States Air Force Auxiliary

General Benjamin O. Davis, Jr. Award - Civil Air Patrol - United States Air Force Auxiliary Grover Loening Aerospace Award - Civil Air Patrol - United States Air Force Auxiliary Air Force Organizational Excellence Award - United States Air Force Paul E. Garber Award - Civil Air Patrol - US Air Force Auxiliary CAP Crisis Service Ribbon - Civil Air Patrol

Contact this candidate