Joe Pinto is the Senior Vice President of Cisco's Technical Services group. Through a team of more than 4700 employees, Pinto is responsible for directing programs that improve our customers' experience through product and service quality, including technical assistance, onsite and spare part logistics, CCIE certification, and a wealth of web- and community-based technical support resources.
Since joining Cisco in 1991, Pinto has guided the services group to anticipate and address the changing business needs of Cisco customers and partners. He and his team have created and implemented Cisco smart services, enabling Cisco and Cisco partners to help customers predictably manage the health and stability of their networks, reduce costs, mitigate risk, and promote innovation.
Smart services also support Cisco's overall services strategy by bringing Cisco industry knowledge, expertise, and tools to more customers and partners. With Cisco's foundational support capabilities and smart interactions strategy, Pinto's team works to tailor service delivery to the needs of distinct customer segments and regions. Today the overwhelming majority of Cisco customer and partner technical support issues are solved online, where knowledge transfer and sharing of best practices have resulted in faster issue resolution, and continuous customer and partner feedback improves services, products, and business processes across Cisco.
Under Pinto's leadership, Cisco Services has received numerous industry honors. Most recently, Cisco received the 2011 Stevie American Business Award in the New Product/Service of the Year category for the Smart+Connected Communities Institute. Cisco also received the Forrester Groundswell Award in the category of Support (Business To Business) for its mobile and social support communities. In 2011, Cisco attained the J.D. Power and Associates Certified Technology Services and Support certification, won the Technology Services Industry Association (TSIA) STAR awards for Best Online Support and Service Delivery Optimization, and won the Association of Support Professionals (ASP) 14th annual "Ten Best Web Support Sites" competition. Both TSIA and ASP have named Cisco to their Halls of Fame.
Pinto shares his knowledge of service and support strategies in keynote addresses at industry conferences and in publications. He is active in philanthropic work, served on the board of the Cisco Systems Foundation, and established the Pinto Family Foundation to assist Northern California health, education, and welfare groups. He is chair of the Engineering Industry Advisory Council at San Jose State University. Additionally, under his direction, Cisco has partnered with Wichita State University to develop an on-campus Cisco Technical Center, further supporting the critical relationship between universities and the high-tech industry.
Pinto holds a bachelor's degree in business from Golden Gate University.
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