João Pedro Albernaz Résumé

Engineering & Technology Operations

I lead the teams behind critical infrastructure and platforms.

I came to leadership through senior engineering and founder/operator roles across carrier networks, datacenters, enterprise platforms and technical support. Today I build teams and operating practices that improve reliability and give leaders a clearer view of performance, capacity and risk.

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Engineering depth

Engineering experience informs how I lead.

I spent years as a senior engineer and founder/operator before moving into management. That experience helps me ask better questions, understand the tradeoffs behind an incident and give specialists clear ownership.

  • Networks & infrastructure
  • Platforms & systems
  • Reliability & observability
João Pedro Albernaz, engineering and operations leader

Current mandate

At SecureLogix, I manage technical support for voice-security platforms used by Fortune 100, healthcare and federal customers. My responsibilities include the team’s operating performance and hiring, plus strategic escalations, partner support and high-impact account recovery.

  • Operating performance
  • Team capability
  • Reliability & observability
  • Strategic customer trust
Founder and operator experience Enterprise and federal customers Technical and commercial decisions New Braunfels, Texas

Leadership tenure

10+

Years building and leading critical technology operations

Founder experience

3

Ventures founded or co-founded across carrier, managed services and consulting

Customer scale

500+

Paying customers served by the regional ISP I helped build

Customer environments

Enterprise + federal

Regulated, high-consequence customer environments

01 / The mandate

Build an operation that performs reliably.

Reliable service depends on clear priorities, capable teams and honest operating data. I put ownership and review routines in place so problems surface early and decisions do not stall.

01

Direction & investment

Set priorities for platforms, risk, people and investment. Translate them into a roadmap with owners, resources and visible tradeoffs.

  • Platform and service strategy
  • Risk and priority decisions
  • Roadmaps and resource tradeoffs

02

Organization & talent

Define roles and decision rights, then improve onboarding, coaching and knowledge sharing so the team can handle more without sending every decision to its manager.

  • Role design and full-cycle hiring
  • Coaching and professional development
  • Succession and institutional knowledge

03

Operating performance

Give leaders a useful view of performance, capacity and risk. Use service standards and regular reviews to drive decisions.

  • KPIs and leadership reporting
  • Capacity and service levels
  • Risk reviews and escalation

04

Customer & commercial execution

Keep solutions supportable and commitments realistic. Connect technical decisions to account risk, retention and delivery.

  • Strategic-account recovery
  • POCs, RFPs, SOWs and renewals
  • Partner and vendor accountability

Leadership thesis

A team should have enough context, authority and skill to perform well even when its leader is not in the room.

02 / Scope of ownership

Experience across the business and the technology behind it.

My roles grew from hands-on platform work into responsibility for customers, teams and operations.

Run the function

Manager since 2026 · SecureLogix since 2019

Lead support for demanding customer environments.

I manage technical support for enterprise voice-security environments. The role covers operating metrics, hiring, onboarding, on-call coverage, capability planning, strategic account recovery, partner support, sales support, reliability planning and high-impact escalations.

I established the department’s first KPI review, giving leadership a clearer view of performance and risk. I also designed monitoring that gave support earlier warning and a documented operational handoff.

  • People & team development
  • Performance & risk
  • Customers & partners
  • Executive visibility

Build the business

ISP + MSP · 2016-2018
Wise IT · 2018-present

Build the business and network together.

As co-founder and CTO of a regional ISP, I built the technical organization and owned capacity, carrier relationships, vendor decisions, capital planning, tower and transit agreements, ARIN administration, FCC filings and E911 obligations.

The operation grew to more than 500 paying customers across two datacenters, eight towers, 26 aggregation sites and 55 points of presence. As an MSP co-founder and through Wise IT, I also shaped service portfolios, SLAs, delivery standards and technology investment decisions for businesses and service providers.

  • Company building
  • Carrier obligations
  • Capital & vendors
  • Service economics

Shape the next system

AI, tooling & operating design

Use AI for specific operating work.

I apply AI to diagnostics, documentation, internal tools and workflow support. I have written operating procedures, rebuilt legacy support utilities as web tools and helped colleagues use these systems with appropriate review and data controls.

I use the same discipline in management: define the outcome and owner, review the evidence, record the decision and carry what worked into the next plan.

  • AI in operations
  • Tool building
  • Knowledge systems
  • Responsible adoption

03 / How I lead

Turn operating evidence into better decisions.

Set the outcome and constraints, give the work a clear owner, then use the result to improve the next plan.

01 Strategic

Set direction and priorities.

Set the outcomes, constraints, risks and resource priorities. Make the tradeoffs explicit before work starts.

02 Tactical

Turn direction into a workable plan.

Give the plan an owner, sequence, dependencies, dates, validation steps and rollback conditions. Match accountability with the authority to act.

03 Operational

Use results to improve the next decision.

Review what happened, record the evidence and update the standards, training or next plan.

Develop judgment and ownership.

Give people clear expectations, useful authority and coaching. Let difficult work expand their judgment.

Build a culture that improves the work.

A healthy team knows its numbers, understands the customer impact and fixes the conditions behind repeated problems.

Apply technical depth while the team owns the work.

Technical fluency helps me test assumptions and weigh tradeoffs. The specialists doing the work keep ownership.

04 / Selected evidence

Evidence from the work.

30 business days

A measurable support operation

Created the support organization’s first KPI framework and leadership review, then used the data to expose capacity, recurring product issues and account risk.

500+ customers

A regional ISP built from a greenfield network

Helped build the network, services, technical organization and carrier obligations behind a regional ISP serving business and residential customers.

Enterprise + federal

Customer recovery across regulated environments

Lead high-impact account recovery across engineering, sales, partners and customer teams in regulated and federal environments.

Reliability + observability

Earlier warning in a regulated environment

Designed a production monitoring and alerting capability with automated health checks, dashboards, failover detection and a documented operational handoff.

Read the case studies

05 / Career arc

Responsibility grew with every role.

Each role added responsibility for more of the customer, team and operation while I kept the technical depth to understand the systems underneath them.

2026-present

Engineering & operations leadership

Manager, Technical Support · SecureLogix

Operating performance, people, customer recovery, partner governance, reliability practices and AI applied to operations.

2019-2026

Senior engineering and strategic accounts

Technical Support Engineer to Senior · SecureLogix

Regulated environments, definitive root-cause leadership, executive communication, product feedback and team development.

2016-present across three ventures

Founder and operator

Regional ISP · MSP · Wise IT

Company building, carrier and service operations, technical organizations, vendors, capital planning and customer delivery.

2015-2019

Infrastructure and IT foundations

Charter Communications · KTM · Next Up Foundation

24/7 infrastructure, change discipline, business IT leadership and mission-aligned technology stewardship.

Technical foundation

Technical depth that improves leadership decisions.

Cisco routing and switching · BGP, OSPF and MPLS/VPLS · DWDM/CWDM · GPON/XGS-PON · CMTS/DOCSIS · SIP/VoIP and Cisco CUCM/CUBE · Linux and Windows Server · datacenter, cloud and hybrid infrastructure. This range helps me recognize system interactions, challenge weak assumptions and bring the right specialists together to make sound decisions.

06 / External perspective

Professional recommendation

“I had the opportunity to work with João on over fifty unique troubleshooting situations supporting Air National Guard bases across the continental United States.”

Chris Walk, MSIT-IA, CISSP

Recommendation based on repeated troubleshooting work in federal environments

Read the public recommendation

07 / Contact

The next role.

I am interested in larger leadership roles across engineering operations, infrastructure, network operations and reliability. The best fit is an organization that needs clearer priorities, stronger team ownership and more predictable execution.

Wise IT is limited to select, non-competing advisory work.

Email contact@joaopedroalbernaz.com LinkedIn Connect professionally Résumé Read the web résumé