Joseph Pinto — Senior Vice President of Technical Services at Cisco

Mr. Joseph Pinto, also known as Joe, serves as Senior Vice President of Technical Services at Cisco Systems Inc. and served as its Senior Vice President of Technical Support Services, Senior Vice President of Technical Services & Senior Vice President of Worldwide Technical Support. Mr. Pinto's 2,000 worldwide employees provide Cisco customers and partners with a full range of world-class technical support services, including expert technical assistance over the telephone, on-site and spare part logistics, CCIE(R) certification, and a wealth of technical support tools and documents at the Cisco Technical Assistance Center (TAC) Web Site. Mr. Pinto joined Cisco in February 1991, and has successfully transitioned Technical Support from a phone-based organization to a Web-based model, with 84% of support requests now solved online. This strategic shift continues to benefit both customers through faster times to case resolution, as well as Cisco through increased productivity. In fiscal year 2002, Cisco realized $1.94 billion in cost avoidance and time efficiencies by leveraging the Web for customer care, workforce optimization, supply chain management, and e-learning. Cisco's Technical Support Services have received many honors under Mr. Pinto's direction, recently including: The Gartner Group and Heavy Reading Research named Cisco Support as Best Performance among software support and telco support for 2003; Certcities.com awarded Cisco's CCIE program the 2002 Best High-Level Certification Program award; The Association of Support Professionals named the Cisco TAC Web Site as one of the Ten Best Web Support Sites in 2002; Cisco's Dynamic Sparing Algorithm received a United States Government Small Business Administration. Innovation Grant, and was featured in the Association for Services Management International and Aberdeen Group report, 'What Works: Ten Significant Implementations in Services Management, 2002.' The Algorithm helps Cisco determine necessary spare parts stock levels at worldwide depots, resulting in cost savings of over $50 million in parts inventory Mr. Pinto speaks at industry conferences on support and service strategies. He is active in philanthropic work, serving on the boards of the Cisco Foundation and the De Anza Foundation which promotes educational excellence. He is also Chair of the Engineering Industry Advisory Council at San Jose State University. Further, he established the Mr. Pinto Family Foundation to assist northern California health, education, and welfare groups. Mr. Pinto holds a bachelor's degree in Business from Golden Gate University.