João Pedro Albernaz

Selected work

Selected work across systems and organizations.

These examples show how I move from ambiguity to evidence, align the people around the problem and strengthen the way the organization handles similar work in the future.

Five case studies

Technical depth applied to operating problems

Department leadershipKPIsTurnaround

Making a support department measurable

Situation

I inherited a technical support operation with no established KPI reporting, an aging backlog and limited executive visibility into the team serving strategic accounts.

Action

  • Built the department’s first KPI framework and delivered its first executive report within 30 business days, covering triple-digit case volume across dozens of customer accounts.
  • Drove median resolution below two days, with roughly 40% of cases resolved the same day, while clearing the full inherited backlog, including issues that were months old.
  • Used the data to find patterns across cases and turn them into staffing and engineering decisions.
Result

The new operating rhythm gave executive leadership a clearer view of performance, risk, account coverage and capacity.

Crisis leadershipSecurityFleet remediation

Restoring enforcement across a voice-security fleet

Situation

An endpoint-security update began blocking the intrusion-prevention engine on a healthcare organization’s voice-security appliances, taking enforcement offline and putting a strategic relationship at risk.

Action

  • Reproduced the failure in a clean lab and isolated the interaction between the endpoint-security agent and the enforcement engine.
  • Rejected an unsafe downgrade path that would have restored service by putting vulnerable software back into production.
  • Planned and led an overnight remediation that upgraded 14 appliances to a hardened release while coordinating engineering, customer security personnel and executive stakeholders.
Result

The overnight remediation restored enforcement across the fleet without a security downgrade. The recovery plan and clear communication helped stabilize the at-risk account.

Voice routingENUM forensicsThree datacenters

Finding the real source of an intermittent routing failure

Situation

A large financial organization saw successful ENUM call-routing lookups drop intermittently, with the symptoms cycling unpredictably across three geographically separated datacenters.

Action

  • Captured and correlated NAPTR query traffic across all three sites, separating healthy E.164 lookups from malformed queries the ENUM servers were correctly rejecting.
  • Proved the failures were not regional and traced them to upstream health-check behavior that temporarily blacklisted healthy ENUM servers and removed them from rotation.
  • Briefed the customer’s engineering leadership with the evidence, a clear causal explanation and a specific configuration path forward.
Result

The evidence established the root cause and gave the customer a concrete configuration path to fix the failure. The clear explanation also strengthened the support relationship.

Root-cause analysisProduct qualityKnowledge

Turning a recurring field failure into a playbook

Situation

Enterprise appliances were intermittently filling their disks to 100%, taking monitoring capabilities offline and creating repeat emergency support cases.

Action

  • Traced the behavior to a diagnostic routine that backgrounded a packet capture but did not reliably stop it, leaving a deleted-but-open multi-gigabyte file consuming disk space.
  • Documented the affected versions, disk and process correlation steps, an immediate field workaround and a proposed code correction for engineering.
  • Published the analysis as a searchable knowledge-base article so other engineers could recognize and resolve the condition consistently.
Result

The playbook turned a repeat emergency into a routine procedure, reducing resolution from hours to minutes and giving engineering an evidence-backed path to a permanent product fix.

Founder / CTOCarrier networkingTeam building

Scaling a regional ISP without losing reliability

Situation

As co-founder and CTO of a regional wireless ISP, I owned the technical direction while the customer base, service portfolio and physical footprint grew from a greenfield operation.

Action

  • Designed two datacenters connected by an OSPF/MPLS metro ring, BGP peering with three upstream carriers and licensed and unlicensed backhaul across eight towers, 26 aggregation sites and 55 points of presence.
  • Owned carrier obligations including ARIN address space and ASN administration, FCC filings, E911 for voice subscribers, site leasing, transit and peering agreements, capital planning and vendor negotiation.
  • Built and led the technical organization across engineering, field service and installation, supported by monitoring and clear escalation standards.
Result

The network scaled to more than 500 paying customers, including 300 business and 200 residential, with internet, multi-tenant voice and L2/L3 transport services backed by defined SLA tiers.

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