Jose Pinto

About Jose Pinto

I lead technical support operations that deliver exceptional service in mission-critical environments. Combining deep IT infrastructure expertise with cybersecurity certifications (Security+, ISC2 CC, Cybersecurity Analyst credential), I build scalable support systems for organizations where reliability, security, and customer satisfaction are non-negotiable.What Drives My Approach:Global Team Leadership: Managed distributed teams (12+ engineers, 5+ locations) maintaining 95% SLA compliance while reducing downtime 40%AI & Automation: Implemented AI-driven ServiceNow workflows that auto-surfaced relevant KB articles, improving resolution times and enabling intelligent self-serviceCybersecurity Focus: Recently completed U.S. Department of Labor Registered Apprenticeship in Cybersecurity Analysis, combining intensive training with 12-month work experience at Merck, bringing security-first mindset to support operations—ideal for organizations serving defense, healthcare, and critical infrastructureOperational Excellence: Track record of 35% ticket quality improvement, complex escalation management, and translating customer feedback into measurable process improvementsTechnical Versatility: Jira, ServiceNow, Azure, Active Directory, network security, APIs, SaaS/cloud platforms, WMS/ERP systemsMy Experience Spans:Manufacturing (AriZona Beverage)| E-commerce/Logistics (Wayfair)| Pharmaceutical (Merck)| International Freight (GEFCO)With SAFe 6 Scrum Master certification and comprehensive cybersecurity credentials, I\'m positioned uniquely to lead support operations for security-conscious organizations. Currently pursuing ITIL Foundation and CCNA certifications (2026) to further formalize my extensive hands-on experience in IT service management and network infrastructure.Bilingual: English/Spanish | Edison, NJ | Remote, Hybrid, or On-SiteLet\'s connect if you\'re building support teams that protect what matters most.

Experience

1. Co-founder & Technical Lead

   Ausome Media Llc

   Oct 2024 — Present · Edison, NJ, US

   Co-founded Ausome Media LLC, architecting a dedicated autism advocacy website and blog platform from the ground up. • Led the vulnerability management program, implementing security assessments and defensive controls to protect user data. • Managed the full technology stack, including domain management and automated backup solutions, ensuring a secure and scalable web presence.

Education

• CITTONE

  Network Administration

  2005 — 2006

• OpenClassrooms

  Cybersecurity Analyst

Skills

• Bilingual-Spanish
• Troubleshooting
• Customer Satisfaction
• Outlook
• Customer Service
• Microsoft Word
• Microsoft Excel
• Inventory Management
• Warehouse Management
• Technical Support
• Inventory Control
• Warehousing
• Help Desk Support
• Information Technology
• Erp
• Citrix
• Windows 7
• Xp
• Active Directory
• Servers
• Network Administration
• System Administration
• Operations Management
• System Deployment
• Norton Ghost
• Windows Server
• Computer Hardware
• Disaster Recovery
• Freight Forwarding
• Windows
• Remote Desktop
• Hardware
• Vpn
• Operating Systems
• Microsoft Office
• Process Improvement
• Powerpoint
• Supply Chain Management
• Leadership
• Logistics Management