Antonio Pinto
@antoniopinto
I restore global IT operations by leading calm, SLA-focused service desk incident resolution.
IndiaWhat I'm looking for
I've supported global IT operations for IPG through Wysetek, serving as the trusted link between business stakeholders and technical teams across NA, LA, EMEA, and APAC.
I coordinate bridge and SWAT calls during critical incidents, translate business impact into prioritized action, and restore continuity while protecting SLA commitments.
Across ServiceNow, BMC Remedy, and BMC Helix, I resolve hardware, software, network, Active Directory, Exchange/Office 365, VPN, and remote-access issues. I also create knowledge articles, SOPs, and shift-handover documentation that improve team consistency.
My experience spans healthcare, Australian IT support, global account administration, telecommunications, and customer service. I bring a calm, reassuring approach to high-pressure support and coach teams to troubleshoot effectively.
Experience
Work history, roles, and key accomplishments
Enterprise Service Desk (ESD) / Frontline Expert (FOX)
Wysetek Systems Technologists Pvt. Ltd.
Sep 2018 - Aug 2026 (7 years 11 months)
Acted as the trusted liaison between global business stakeholders and technical teams across NA, LA, EMEA, and APAC, translating urgent business impact into prioritized technical action during high-pressure incidents. Coordinated bridge/SWAT incident calls and resolved hardware, software, network, Active Directory, and Exchange/Office 365 issues.
Service Desk L1
Lumen21 Infoserv Pvt Ltd
Jan 2018 - Sep 2018 (8 months)
Served as the first point of stability for US healthcare clients facing account and access disruptions, resolving issues with a calm, reassuring approach. Proactively tested IVR, fax, website, and application systems each shift and restored connectivity for Polycom communication systems.
Service Desk Associate, Level 1
Brennan IT (India) Pvt. Ltd.
Mar 2017 - Oct 2017 (7 months)
Partnered directly with Australian business users to resolve technical issues on first contact, minimizing downtime and disruption to operations. Managed Active Directory access issues and escalated P1/P2 incidents to Incident Management for expedited business continuity.
Senior IT Helpdesk (ITHD)
IKS Health
Aug 2013 - Feb 2017 (3 years 6 months)
Functioned as single point of contact bridging urgent business needs with technical resolution, prioritizing incidents to protect SLA commitments. Proactively identified and resolved network outages using Solarwinds monitoring and coached team members on technical troubleshooting.
System Analyst
Trinity Computer Processing (India) Pvt. Ltd.
Provided IT support and account/access administration to global users across 100+ offices. Supported Active Directory, Lotus Notes, and RSA SecureID.
Advisor, 3 UK Mobile Broadband Technical Process
Hutchison Global Services
Provided technical, billing, and connectivity support to UK customers. Handled and escalated P1/P2/P3 network issues via PeopleSoft.
Senior Customer Service Executive, American Express Travel Process
WNS Global Services
Delivered 24/7 first-contact resolution to American Express customers on airline and hotel reservations via Sabre.
Customer Service Professional, AT&T (High-Speed Internet) Process
Accenture Systems Pvt. Ltd.
Provided technical and email support to US AT&T customers, including DSL modem configuration and Windows/Mac OS troubleshooting.
Education
Degrees, certifications, and relevant coursework
Madurai Kamaraj University
Bachelor of Arts, Social Science
Pursued a Bachelor of Arts in Social Science.
Jetking
Diploma, Computer Hardware & Networking
Completed a Diploma in Computer Hardware & Networking.
Joshi's Kohinoor Institute
Diploma, Electrician
Completed a Diploma in Electrician.
Anthropic
Claude 101 Course, Artificial Intelligence
Completed the Claude 101 course.
Technical Support Fundamentals, Technical Support
Completed the Technical Support Fundamentals certification.
BMC
BMC Helix ITSM – Smart IT 20.x Fundamentals Using Incident Management (WBT), IT Service Management
Completed the BMC Helix ITSM – Smart IT 20.x Fundamentals Using Incident Management (WBT) certification.
LinkedIn Learning
Microsoft Office 365 Administration, Microsoft Office 365
Completed the Microsoft Office 365 Administration course.
be10X
AI Tools and ChatGPT Workshop, Artificial Intelligence
Completed the AI Tools and ChatGPT Workshop.
LinkedIn Learning
Prompt Engineering with ChatGPT, Artificial Intelligence
Completed the Prompt Engineering with ChatGPT course.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
Interested in hiring Antonio?
You can contact Antonio and 90k+ other talented remote workers on Himalayas.
Message AntonioGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
