Germano Pinto
Acton,MA
Summary
KCNA-certified Senior Infrastructure Engineer managing cloud ops, infrastructure change, and security-system implementation across client-facing SaaS and internal platforms. Delivers Kubernetes deployments, Jenkins-based release automation, and monitoring dashboards while improving uptime, provisioning, and escalation handling. Mentors Cloud Ops engineers, supports customer upgrades, and works across Zendesk, Salesforce, and JIRA to close issues and track delivery.
Overview
1
1
Language
1
1
Certification
25
25
years of professional experience
Work History
Senior Infrastructure Engineer
ITRS Group
Remote, MA
06.2023 - 10.2026
- Resolve 3 escalation cases weekly through L2 and L3 troubleshooting for customer and internal systems.
- Support 25 customer upgrade requests monthly across cloud, hosted, and on-premise environments.
- Deliver cloud and infrastructure change projects for SaaS platforms, hosted services, and on-premise systems.
- Build and validate ITRS Analytics servers through CI automation, release testing, and deployment checks.
- Design operational monitoring dashboards from agreed requirements to improve visibility across client-facing services.
- Mentor Cloud Ops engineers on customer issues, product troubleshooting, and escalation handling.
- Create case records and knowledge base articles in Zendesk, Salesforce, JIRA, and Confluence.
Senior Customer Service Engineer
Opsview Inc (ITRS)
Remote, MA
11.2019 - 05.2023
- Maintained a 95 percentile NPR score while delivering senior-level support for enterprise monitoring customers.
- Resolved 50 escalation cases monthly across installation, configuration, and product integration issues.
- Installed and configured Opsview across Ubuntu, CentOS, RHEL, Debian, and Windows Monitoring Agent environments, including Nagios NRPE integrations.
- Automated product upgrades and release installations with Ansible and Terraform across on-premise and Opsview Cloud systems.
- Mentored Tier 1 engineers on customer issues and advanced escalations to Tier 2 and Tier 3 support.
- Partnered with Sales, Pre-Sales, Customer Success, and Development on customer projects, OVH Cloud testing, case tracking, and knowledge base articles.
Senior Technical Consultant
Opsview Inc
Woburn, MA
08.2018 - 07.2019
- Tracked 2 customer projects weekly to align expectations, manage follow-up, and keep implementations moving on schedule.
- Supported top 10 high-value customers through senior technical consulting, balancing enterprise monitoring priorities and escalations.
- Installed, deployed, and configured Opsview across Ubuntu, CentOS, RHEL, Debian, and Windows Monitoring Agent environments.
- Assisted customers with product upgrades, release installations, and configuration changes to support stable monitoring operations.
- Collaborated with Sales Engineers, pre-sales partners, and development teams to resolve defects and support customer delivery.
Technical Solutions Engineer
RedPoint Global
Wellesley, MA
11.2016 - 07.2018
- Tracked 3 critical issues weekly in Zendesk and VSTS to keep SLA-driven support work organized.
- Maintained a 95th percentile customer satisfaction score while supporting RedPoint Global CDP and DMP customers.
- Provided senior-level troubleshooting for RedPoint Interaction, Realtime, and RPDM across Windows and Linux platforms.
- Guided a team of five engineers through complex customer issues and escalations.
- Supported product upgrades, installations, implementation, and configuration for customer environments.
- Collaborated with Solutions Engineers and Development teams to resolve defects and customer project issues.
Senior Technical Support Engineer
Black Duck Software
Burlington, MA
07.2010 - 10.2016
- Supported 150 customers in a fast-paced environment while resolving complex OSS compliance and product issues across Linux and Windows platforms.
- Maintained a 97 percentile NPS score by delivering responsive, senior-level technical support and clear customer communication.
- Mentored 7 engineers and provided technical leadership on critical issue resolution, release support, and customer escalations.
- Guided customers through product upgrades, installations, implementation, and configuration for Protex, Export, Code Center, Code Sight, and Hub.
- Partnered with Implementation, SCM, and Development teams to troubleshoot defects and support customer projects end to end.
- Created and tracked case requests in Salesforce and JIRA to maintain issue visibility and drive timely follow-up.
- Built and managed TFS Windows server and OpenLDAP environments to support Code Sight test cases and customer validation.
Product Support Engineer
Iron Mountain Digital
Southborough, MA
10.2009 - 06.2010
- Maintain 12 monthly lab environments to validate backups across Windows and Mac OS X client systems.
- Handle 10 weekly support cases for Connected Backup customers, resolving product and platform issues within SLA.
- Troubleshoot and resolve technical issues for licensed and subscription customers using the Connected Backup product on Windows and Mac platforms.
- Collaborate with Operations and L3 Support teams on escalated cases, aligning fixes with service expectations.
- Log, track, and update support cases in Clarify and HP Service Manager with clear documentation and resolution notes.
- Document repeat solutions in the knowledge base to speed future case resolution and improve support consistency.
Senior Technical Support Engineer
Aspect Software
Chelmsford, MA
03.2006 - 07.2009
- Supported 250 customers in a fast-paced environment, resolving critical issues for Premier Clients under SLA.
- Mentored 8–10 engineers while providing senior guidance on complex technical support cases.
- Troubleshot TCP/IP and RTP packet issues using snoop, tcpdump, and Wireshark to isolate contact center faults.
- Performed upgrades and code mod installs across multi-server hierarchies to support maintenance releases.
- Collaborated with Development to track defects and deliver hot fixes from Clear Quest.
- Created and tracked service requests in AMDOCS and Clarify, maintaining accurate case documentation.
Product Support Engineer
Aspect Software
Chelmsford, MA
05.2001 - 03.2006
- Performed 2 Solaris RPM updates monthly for customer environments running on Sun Solaris platforms.
- Resolved 5 strategic customer escalations weekly while supporting Unison and Ensemble product issues at the third level.
- Provided third-level technical support for Unison and Ensemble products across ATS customer environments.
- Troubleshot Sun NIS+ networks by analyzing TCP/IP traces and isolating configuration issues on Solaris systems.
- Tested and distributed defects, partnered with Development on fixes, maintained the lab environment, and mentored 6-8 engineers.
Education
Bachelor of Arts - Computer Science, Applied Mathematics
University of Albany
Albany, NY01-1994
Skills
- Ansible
- Terraform
- Kubernetes
- Jenkins
- Release automation
- Infrastructure as code
- GitOps workflow management
- Amazon AWS
- Microsoft Azure
- Linux administration
- Virtualization platforms
- Python
- PowerShell
- REST API integration
- Monitoring dashboards
- Alerting systems
- Incident response
- Log analysis
- Prometheus
- Grafana
- Helm charts
- Change management
- Disaster recovery planning
- Service level objectives
- Infrastructure governance
- Kubernetes RBAC
- Linux hardening
Certification
Completed KCNA (Kubernetes Cloud Native Associate) certificate.
TECHNICAL SKILLS
Foreign Languages: Fluent Portuguese, French.
Timeline
Senior Infrastructure Engineer
ITRS Group
06.2023 - 10.2026
Senior Customer Service Engineer
Opsview Inc (ITRS)
11.2019 - 05.2023
Senior Technical Consultant
Opsview Inc
08.2018 - 07.2019
Technical Solutions Engineer
RedPoint Global
11.2016 - 07.2018
Senior Technical Support Engineer
Black Duck Software
07.2010 - 10.2016
Product Support Engineer
Iron Mountain Digital
10.2009 - 06.2010
Senior Technical Support Engineer
Aspect Software
03.2006 - 07.2009
Product Support Engineer
Aspect Software
05.2001 - 03.2006
Bachelor of Arts - Computer Science, Applied Mathematics
University of Albany