Professional Summary
Engineering leader who builds teams that make mission-critical platforms unkillable. Currently run the
technical support department protecting voice security platforms for Fortune 100 enterprises, national
healthcare systems and federal customers at SecureLogix, with KPI reporting directly to executive
leadership. 10+ years across vendor, ISP/MSP, founder and consulting roles: co-founded and scaled a
carrier-grade ISP to 500+ customers, led department turnaround with measurable resolution-time and
backlog results, and serve on the corporate AI steering team building an AI-prepared organization.
Leadership style built on planning at three altitudes (strategic, tactical, operational), metrics-driven
accountability, and a documented people-management playbook designed for succession. Still hands-on:
packet-level forensics, SIP/TDM call flows, carrier-grade routing and datacenter design.
Core Competencies
- Technical Support & Engineering Leadership
- KPI Design & Executive Reporting
- Account Retention & Escalation Management
- AI Strategy & Enterprise AI Adoption
- Hiring, Mentorship & Team Development
- Telecom & Voice Systems (VoIP/SIP/TDM)
- Carrier-Grade Network Design (BGP, OSPF, MPLS)
- Cloud & Hybrid Infrastructure (AWS, Azure, GCP)
- Incident Response, RCA & Crisis Leadership
- Pre-Sales, POCs, RFPs & Renewal Support
- Vendor & Partner Management
- Strategic, Tactical & Operational Planning
Professional Experience
Manager, Technical Support
Jan 2026 – Present
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.
Senior Technical Support Engineer
Jan 2022 – Jan 2026
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.
Technical Support Engineer
Jul 2019 – Dec 2021
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.
Founder & Principal Consultant
2018 – Present
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.
Co-Founder & CTO, Telecommunications & Networks
2016 – 2018
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.
Co-Founder, CIO & Senior Systems Engineer
2016 – 2018
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.
Volunteer IT Director
2015 – 2019
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.
Key Achievements
- Turned a support department around in one quarter: built its first KPI framework, delivered executive reporting within 30 business days, drove median resolution under two days with roughly 40% same-day resolution, and cleared the entire inherited backlog.
- Diagnosed intermittent call-routing failures across three datacenters for a Fortune 100 financial institution via NAPTR/ENUM packet forensics; proved root cause in the customer's upstream routing engine and briefed their engineering leadership with a concrete fix path, protecting a strategic relationship.
- Restored voice security enforcement after an endpoint security update broke a major healthcare customer's appliance fleet: reproduced the failure in a clean lab, refused an unsafe downgrade, and led an overnight remediation upgrading 14 appliances to a hardened release.
- Converted a recurring field defect (runaway packet capture filling appliance disks) into a documented root cause, field workaround, knowledge-base article and permanent product fix proposal.
- Scaled a regional ISP from startup to 500+ customers while maintaining SLAs through carrier-grade metro architecture and proactive operational practice.
- Built the UpTract ecosystem, a modular micro-SaaS platform (TypeScript, React, Node.js, PostgreSQL), using a structured AI-assisted development methodology.
Technical Skills
Leadership & Operations: KPI design and executive reporting, hiring and mentorship, incident response and RCA, architecture and standards definition, SLA/SLO management, vendor and partner management, pre-sales and solutions engineering, strategic/tactical/operational planning, OODA-based decision loops
Voice/UC & Telecom: Cisco CUCM/CUBE, FreePBX/Asterisk, Avaya, 3CX, SecureLogix voice security platforms, SIP/TDM (PRI/T1, NFAS), E.164 dial plans, ENUM/NAPTR, SBC integration, GPON/XGPON FTTx, DOCSIS, xDSL, RF/microwave backhaul (900MHz–60GHz)
Networking: BGP, OSPF, IS-IS, VRF, MPLS/VPLS/MPLS-TE, QoS, Cisco, Palo Alto, Fortinet, Juniper, pfSense/OPNsense, Mikrotik, Ubiquiti, high-density enterprise Wi-Fi (Cisco, Aruba, Ruckus)
Cloud & Systems: AWS, Azure, GCP, Oracle Cloud, OpenStack, VMware ESXi, Hyper-V, KVM, XCP-ng, Proxmox, RHEL-family, Debian/Ubuntu, FreeBSD, Windows Server, SAN/NAS (TrueNAS, Nimble, NetApp, EMC)
DevOps & Software: Docker, Kubernetes, CI/CD pipelines, Ansible, Terraform, Bash, Python, TypeScript, React, Node.js, PostgreSQL, AI-assisted development (LLMs, PRDs, iterative test loops)
Observability & Security: Zabbix, PRTG, Grafana, Splunk, NETSCOUT, Wireshark/PCAP forensics, vulnerability assessment, DR/BCP planning, Jira, Confluence, Salesforce/CRM, change management and audit-ready documentation
Certifications & Training
MTCNA, MikroTik Certified Network Associate2018–2021
IPv6 Certified Sage, Hurricane Electric2018
dCAA, Digium Certified Asterisk Administrator, Sangoma2020
FreePBX Certified Essentials, Sangoma2020–2022
CompTIA A+2020
Security Incident Response (Microsoft), Splunk Fundamentals2020
Linux & Cloud Foundations (Linux Foundation, Red Hat, Cisco NetAcad)2020
Education
Computer Science, Orange Coast College, Costa Mesa, CA2015–2017
Computer Engineering, PUC Goiás, Goiânia, Brazil2014
Electrical Engineering, PUC Goiás, Goiânia, Brazil2014
Mathematics, Federal University of Goiás, Brazil2014
Additional Information
Languages: Portuguese (Native), English (Fluent), Spanish (Intermediate); experienced leading teams and customer relationships across the US and Latin America
CliftonStrengths: Responsibility, Learner, Deliberative, Achiever, Intellection
Work Authorization: Brazilian-American, authorized to work in the US
Availability: Open to Director/VP, principal architect and senior solutions engineering roles