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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

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

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