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 (promoted from Senior Technical Support Engineer)
2019 – Present
SecureLogix | San Antonio, TX (Remote/On-site)
- Run the technical support department protecting voice security platforms for Fortune 100 enterprises, national healthcare systems and federal customers; remain senior escalation owner for the most complex cases.
- Took over department leadership in 2026 and instituted KPI reporting to executive leadership within 30 business days: triple-digit case throughput across dozens of accounts, median resolution under two days, and the full inherited backlog cleared.
- Own the organization end-to-end: role design, interviewing, executive alignment, onboarding, on-call structure, coaching, and the documentation culture that raises first-call resolution.
- Lead retention and recovery programs for at-risk strategic accounts; partner with sales as the technical voice on POCs, RFPs, SOWs and renewal conversations, and drive partner initiatives with major UC vendors to address churn.
- Serve on the corporate AI steering team alongside company founders and executives; recognized for AI cost optimization through multi-model usage and for building an AI-prepared support organization.
- Lead the deepest technical escalations: multi-datacenter forensic investigations, fleet-wide security remediations, and permanent fixes such as eliminating 100+ daily outages on an enterprise SIP trunking platform through a transport redesign.
- Turn field experience into product roadmap input, hardened defaults, permanent engineering fixes and searchable knowledge-base content.
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.
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; owned technical vision, architecture and day-to-day reliability of a carrier-grade regional network (OSPF/MPLS metro rings, multiple core sites, dozens of towers).
- Scaled to 500+ paying customers with high-margin services including multi-tenant VoIP and L2/L3 transport, while building and managing the core technical team of engineers, field techs and installers.
- Implemented monitoring, change management and escalation standards that let the network grow without a proportional increase in outages.
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, CA2015–2016
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