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Experience behind Wise IT

The work behind our approach.

These examples come from founder João Pedro Albernaz’s earlier engineering, operations and leadership roles. They show how he investigates difficult problems, brings the right people together and follows the work through.

Talk about a similar challengeAbout Wise IT
10+years working across infrastructure, support and critical operations
500+customers served by a regional ISP/MSP João previously co-founded
55points of presence built for that regional network
14security appliances recovered during one overnight repair effort
Service operationsPrior enterprise leadership role

Giving a support team a clear view of its work.

In a previous enterprise leadership role, João took over a technical support operation with an old backlog, no established KPI reporting and little executive visibility into strategic accounts.

Within 30 business days, he created the department’s first KPI framework and executive report. It tracked case volume, resolution time, same-day closures, backlog age and account coverage. He also cleared cases that had already been open for months.

Outcome: leadership could consistently see performance, risk, capacity and account coverage. During the measured period, median resolution was under two days and about 40% of cases closed the same day.

Security recoveryPrior enterprise engineering role

Restoring security without rolling back to vulnerable software.

In an earlier enterprise engineering role, João worked on a healthcare organization’s voice security appliances after an endpoint security update blocked their intrusion prevention engine. The protection was offline across the fleet.

He reproduced the failure in a clean lab and isolated the software interaction. Instead of using a vulnerable downgrade, he led an overnight repair across 14 appliances with the engineering team, the customer’s security staff and executives working from the same plan.

Outcome: the team restored protection across the fleet without accepting the vulnerable downgrade. Stakeholders also knew what was happening throughout the recovery.

Root-cause analysisPrior enterprise engineering role

Tracing an intermittent routing failure across three datacenters.

A large financial organization was seeing intermittent failures in successful ENUM call routing lookups. The symptoms seemed to move unpredictably across three datacenters.

João compared NAPTR query traffic across all three sites, separated valid E.164 lookups from malformed queries and traced the interruption to an upstream health check that temporarily blacklisted healthy servers.

Outcome: engineering leadership had the actual root cause and a specific path to fix it.

Knowledge operationsPrior product-support role

Turning a recurring failure into a usable playbook.

Enterprise appliances were occasionally filling their disks, knocking monitoring offline and creating repeated emergency cases.

João traced the problem to a diagnostic routine that started a packet capture and did not reliably stop it. He documented the affected versions, the deleted but still open file behavior, a safe field workaround and a proposed code change.

Outcome: other engineers could find the issue, recognize it and resolve it in minutes instead of hours.

Founder / CTOPrior regional ISP/MSP venture

Growing a regional network while keeping it manageable.

As co-founder and CTO of a regional wireless ISP/MSP, João led the technical work as the company grew from a new operation into a larger service business.

He designed two datacenters joined by an OSPF/MPLS metro ring, connected three upstream carriers using BGP and built licensed and unlicensed backhaul across eight towers, 26 aggregation sites and 55 points of presence. He also led the engineering, field service and installation teams.

Outcome: the venture grew to serve more than 500 paying business and residential customers. Its services included internet, multi-tenant voice and data transport with defined service tiers.

Bring us the difficult problem

Your systems will be different, but careful problem solving still travels well.

Tell us what’s happening and how it affects the business, especially when the problem crosses systems, vendors or internal teams.

We’ll help separate what the facts show from what still needs investigation, then recommend the next step.

Tell us what’s happening

Start with what’s happening

Tell us what’s getting in the way.

Start with a plain description of what’s happening, what it’s affecting and what needs to be better.

Tell us what’s going on [email protected]