Ricardo Pinto

– Provide Tier 3 IT support and troubleshooting across Windows, macOS, and Linux endpoints for a global user base. – Manage endpoint fleets through Kandji, Microsoft Intune, JamfPro, and Mosyle, including device enrolment, configuration profiles, and software deployment. – Administer Okta (SAML/Workflows) for SSO and 2FA, automating onboarding, offboarding, and access provisioning. – Operate ticket queues in Jira/Confluence and ServiceNow, ensuring high-quality issue tracking, SLA adherence, and clear ownership. – Install, configure, and repair laptops, peripherals, and conferencing hardware (Neat Bar Pro, Polycom, Logitech, Crestron); lead procurement and vendor management for the AV/IT hardware lifecycle. – Author technical documentation, runbooks, and self-service guides for fellow technicians and end users; act as a go-to reference on internal IT products and services. – Onboard new hires by familiarising them with company tools, devices, and collaboration platforms. – Identify and propose process improvements across endpoint management, identity, and AV operations.

– Delivered high-touch IT support and troubleshooting for Windows and macOS endpoints used by executive leadership and senior stakeholders. – Supported and configured Cisco Telepresence, WebEx, IP phones, and Movi clients for secure executive communications and live meetings. – Managed enterprise hardware fleets (Dell, Lenovo) including imaging, repair, mobile device security, and lifecycle replacement. – Administered Active Directory user permissions and account lifecycles; documented procedures and created user guides in English and French. – Operated effectively under pressure in time-sensitive, customer-facing scenarios, balancing speed with service quality.