Joao Pedro Albernaz

SecureLogix | San Antonio, TX (Remote/On-site)

• Lead the Technical Support organization protecting voice security platforms (ETM, PolicyGuru, HUCS) for Fortune 100 enterprises, national healthcare systems and federal customers; remain senior escalation owner for the most complex cases.
• Instituted KPI reporting to executive leadership within 30 business days: triple-digit case throughput across dozens of accounts, median resolution under two days, full inherited backlog cleared; drove a Grafana-to-Salesforce integration for real-time leadership visibility into case volume, aging and escalation trends.
• Own the full hiring cycle: authored role definitions, screened and interviewed candidates, and built structured onboarding that brings new engineers to case ownership quickly; designed on-call structure and coaching practice.
• Lead AI adoption across the Services organization: published an internal AI enablement documentation suite and delivered "AI in Support" and "AI in Sales Operations" briefings to executive stakeholders; serve on the corporate AI steering team with company founders.
• Built an SRE and NOC maturity roadmap for executive leadership, defining the path from reactive support toward proactive monitoring and service reliability practice.
• Lead retention and recovery programs for at-risk strategic accounts; govern partner and reseller support engagement with clear entitlement boundaries; partner with sales on POCs, RFPs, SOWs and renewals.
• Remain hands-on in the hardest cases: SIP and PCAP forensics, multi-datacenter investigations, fleet-wide security remediations, and permanent fixes such as eliminating 100+ daily outages on an enterprise SIP trunking platform.

SecureLogix | San Antonio, TX (Remote)

• Named technical contact for Fortune 100 accounts across global banking, air transportation, healthcare, legal and Department of Defense environments, delivering post-incident reports and root-cause briefings to customer executive stakeholders.
• Drove multi-week critical escalations to definitive root cause, including protocol-level defect analysis against RFC 3261 and independent PCAP analysis that reversed prior engineering conclusions.
• Served as technical lead for enterprise upgrades and migrations: SBC upgrades resolving one-way audio defects, datacenter rollover and rollback, CVE and vulnerability response, and interoperability work with Cisco, AudioCodes, TelcoBridges and carrier partners.
• Built the team's Confluence knowledge program (appliance rebuild, SIP troubleshooting, dial plan verification and recovery runbooks); mentored engineers on packet analysis and escalation discipline and drove AI adoption within the support organization.

SecureLogix | San Antonio, TX (Hybrid)

• Frontline Tier 2 engineering for SecureLogix voice security platforms across enterprise, financial services, healthcare and federal accounts: SIP signaling and RTP troubleshooting, Windows and Linux deployments, Oracle database administration and SQL diagnostics, lab reproduction environments and 24/7 on-call rotation.

Wise IT | Consulting (select, non-competing engagements)

• Operate a deliberately small consulting practice serving SMEs, ISPs and service providers as fractional infrastructure/CTO: discovery, roadmapping and investment decisions across datacenters, connectivity, voice and cloud.
• Design and implement end-to-end solutions (Windows/Linux servers, firewalls, L2/L3 networks, VoIP platforms, VPN, storage, monitoring) built for reliability and maintainability.
• Lead complex migrations (on-prem to cloud, legacy PBX to VoIP, single-site to multi-site) with minimal downtime and clear rollback plans; build service catalogs, SLAs and support processes that turn client capabilities into recurring revenue.
• Developed and shipped a DNS appliance product distributed as prebuilt images across multiple hypervisor platforms, owning packaging, release and customer support end to end; conduct security assessments and penetration testing with remediation follow-through.

Charter Communications | California (prior to joining SecureLogix the same year)

• Maintained and troubleshot headend and hub infrastructure (off-air, satellite, microwave and digital transport) in a 24/7, high-availability environment under strict change management.

Regional WISP (ISP) | Orange County, CA

• Co-founded a wireless ISP and built its network from greenfield: two datacenters interconnected by an OSPF/MPLS metro ring, BGP peering with three upstream carriers, and licensed/unlicensed backhaul across 8 towers, 26 aggregation sites and 55 points of presence in Orange County.
• Scaled to 500+ paying customers (300 business, 200 residential) with multi-tenant VoIP, internet access and L2/L3 transport backed by defined SLA tiers, while hiring and managing the entire technical organization.
• Owned carrier obligations end to end: ARIN IP space and ASN administration, FCC filings, E911 for VoIP subscribers, tower site leasing and permitting, transit and peering agreements, capital planning and vendor negotiation.

Server ISP (MSP)

• Co-founded an MSP delivering IT services to small and mid-sized businesses; defined service portfolio, SLAs, pricing and delivery standards.
• Designed Windows and Linux infrastructures across dozens of environments with centralized monitoring, patching and remote management; built and led the internal technical team.

Next Up Foundation | Anaheim, CA

• Volunteer IT leader for a youth-focused non-profit: designed and maintained networking, Wi-Fi and computer labs, and trained staff on secure, low-cost solutions.

KTM

• Led daily IT operations: desktop modernization, servers, VoIP and IP CCTV, prioritizing technology initiatives directly with business leadership.