Engineering Operations Leader

João Pedro Albernaz

Mission-Critical Voice · Telecom · Networks · Infrastructure

New Braunfels, Texas [email protected] linkedin.com/in/joaopedroalbernaz joaopedroalbernaz.com

Profile

Engineering operations leader with more than ten years of experience in enterprise voice security, carrier-grade networks, ISP/MSP infrastructure and high-availability operations. Leads measurable support operations, hiring, executive reporting and cross-functional work. Retains the protocol-level depth to handle unusual incidents and turns what the team learns into stronger processes, training and tools.

30 business daysto first executive KPI report

< 2 daysmedian resolution in first reporting period

14appliances recovered overnight

500+regional ISP customers served

Core competencies

Engineering & technical support leadership
KPI design & executive reporting
Hiring, onboarding & team development
Strategic-account recovery
Incident leadership & root-cause analysis
Telecom, voice security & VoIP
Carrier-grade network architecture
Cloud & hybrid infrastructure
Pre-sales, POCs, RFPs & renewals
AI enablement & responsible adoption

Professional experience

Manager, Technical Support

SecureLogix · San Antonio, Texas

Jan 2026-present

Lead technical support for voice-security platforms serving Fortune 100 enterprises, national healthcare systems and federal customers; own operating performance, hiring, strategic escalations and partner support governance.
Built the department’s first KPI framework and delivered executive reporting within 30 business days, covering throughput, resolution time, same-day resolution, backlog age and account coverage.
Cleared the inherited backlog while the first reporting period recorded triple-digit case volume, median resolution under two days and roughly four in ten cases resolved the same day.
Lead Services AI enablement and serve on the corporate AI steering team; developed an SRE/NOC maturity roadmap and practical enablement materials for support and sales operations.
Lead strategic-account recovery, POCs, RFPs, renewals and the most complex protocol-level escalations across engineering, sales, product, partners and customer teams.

Senior Technical Support Engineer

SecureLogix · San Antonio, Texas

Jan 2022-Jan 2026

Served as technical contact for major banking, aviation, healthcare, legal and Department of Defense environments, delivering incident and root-cause briefings to customer leaders.
Drove multi-week escalations to definitive root cause through SIP and packet-capture analysis, lab reproduction and evidence-based coordination with product engineering and vendors.
Led enterprise upgrades, vulnerability response, datacenter rollover and interoperability work; built support knowledge and coached engineers on packet analysis and escalation discipline.

Technical Support Engineer

SecureLogix · San Antonio, Texas

Jul 2019-Dec 2021

Provided Tier 2 support for enterprise voice-security platforms: SIP/RTP troubleshooting, Windows and Linux deployments, Oracle/SQL diagnostics, lab reproduction and 24/7 on-call response.

Founder & Principal Consultant

Wise IT · Select, non-competing engagements

2018-present

Advise SMEs, ISPs and service providers on infrastructure risk, architecture, investment decisions, migrations and operating standards across datacenter, network, voice and cloud environments.
Plan and execute complex changes with explicit validation, rollback, documentation and knowledge transfer.

Headend Engineer

Charter Communications · California

2019

Maintained and troubleshot headend and hub infrastructure in a 24/7 high-availability environment under formal change control.

Co-Founder & CTO, Telecommunications & Networks

Regional wireless ISP · Orange County, California

2016-2018

Designed a greenfield carrier network across two datacenters, eight towers, 26 aggregation sites and 55 points of presence, with OSPF/MPLS metro routing and BGP connectivity to three upstream carriers.
Scaled the operation to more than 500 paying business and residential customers; hired and led the technical organization and owned carrier, regulatory, vendor and capital-planning obligations.

Co-Founder, CIO & Senior Systems Engineer

Server ISP · Managed services

2016-2018

Co-founded an MSP, defined its service portfolio and delivery standards, designed client infrastructure and built the internal technical team.

Earlier leadership: Volunteer IT Director, Next Up Foundation (2015-2019) · IT Director, KTM (2015-2016)

Selected outcomes

Fleet security recovery: reproduced an endpoint-security conflict in a clean lab, rejected an unsafe downgrade and led overnight remediation across 14 customer appliances.
Three-datacenter routing diagnosis: correlated ENUM traffic across Texas, Virginia and Arizona and traced intermittent failures to upstream health-check behavior.
Field defect and correction path: isolated recurring disk exhaustion to a diagnostic process, documented field diagnosis and workaround, and proposed a permanent product correction.
Enterprise reliability: identified and eliminated the cause of more than 100 daily outages affecting a SIP trunking platform.

Technical foundation

Voice & communications: SIP, RTP, TDM/PRI, ENUM/NAPTR, CUCM/CUBE, Asterisk/FreePBX, Avaya, 3CX and SecureLogix voice-security platforms

Networks & infrastructure: BGP, OSPF, MPLS/VPLS, VRF, QoS, datacenters, firewalls, virtualization, storage, Linux, Windows, AWS, Azure and GCP

Reliability & delivery: packet forensics, observability, incident response, vulnerability prioritization, runbooks, change management, SLA reporting, Docker, Ansible and Terraform

Software & data: Bash, Python, TypeScript, React, Node.js, PostgreSQL, SQL, Jira, Confluence, Salesforce, Grafana, Splunk and Wireshark

Education

Computer Science coursework
Orange Coast College · 2015-2017

Engineering and mathematics coursework
PUC Goiás & Federal University of Goiás · 2014

Credentials & training

Earned: IPv6 Certified Sage (2018); Digium Certified Asterisk Administrator (2020); CompTIA A+ (2020)

Historical / expired: MikroTik MTCNA (2018-2021); FreePBX Certified Essentials (2020-2022)

Training: Microsoft Security Incident Response; Splunk Fundamentals; Linux and cloud foundations

Additional information

Languages: Portuguese (native) · English (fluent)

Citizenship: Brazilian and American · Authorized to work in the United States