Robert
Bettencourt

Lead IT operations and service delivery for a Managed Service Provider and telecommunications company, overseeing a team of IT professionals across multiple client accounts. Serve as the primary escalation point for complex technical issues while driving operational maturity, process standardization, and long-term infrastructure strategy for clients throughout the region.

• Direct day-to-day operations of the IT support team, including workload management, performance reviews, mentorship, and professional development planning
• Own and enforce SLA compliance across all managed accounts, implementing monitoring dashboards and escalation workflows to maintain uptime and response commitments
• Authored and maintain the company-wide cybersecurity policy, including acceptable use, incident response procedures, and vendor access controls
• Lead end-to-end infrastructure projects for clients — scoping hardware refreshes, cloud migrations, and application deployments from initial design through vendor coordination, scheduling, budget management, and post-completion documentation
• Manage Microsoft 365 tenant administration, Azure AD / Entra ID, Intune MDM, and endpoint security across managed client environments
• Oversee deployment and configuration of SonicWall and WatchGuard firewall appliances, VPN solutions, VLAN segmentation, and network switch infrastructure
• Design and implement backup and disaster recovery strategies, conducting regular restore testing to validate RTO/RPO targets
• Evaluate, negotiate, and manage relationships with technology vendors, carriers, and third-party service providers on behalf of clients
• Standardize internal documentation, runbooks, and onboarding procedures using IT documentation platforms to improve team consistency and reduce institutional knowledge risk
• Collaborate with sales and account management teams to scope new client engagements, contribute to proposals, and ensure technical solutions align with client budgets and business objectives

Served a statewide distribution warehouse for 15 years across a dual role spanning enterprise software development and full-scope systems administration. Functioned as the primary technical resource for all application development initiatives and infrastructure operations, building systems and maintaining environments that the business depended on around the clock.

• Designed, developed, and maintained enterprise business applications in C# and Visual Basic (.NET), integrating Crystal Reports, IBM iSeries data, Exchange, and third-party REST APIs to support warehouse and distribution operations
• Architected and launched a customer-facing iOS application in Swift, delivering real-time order management, inventory visibility, and rebate tracking directly to field sales representatives
• Administered all company servers on a 24/7 on-call basis — including Active Directory, Exchange, SQL Server, IIS, Remote Access, File Services, and line-of-business application servers
• Managed user lifecycle across Active Directory and Microsoft 365, including provisioning, group policies, permissions, and offboarding procedures
• Maintained SQL Server databases including schema design, stored procedures, query optimization, backup schedules, and disaster recovery planning
• Introduced Git and Bitbucket source control to the development team, establishing branching strategies, code review workflows, and version management best practices
• Planned and executed hardware refresh cycles, server upgrades, and datacenter maintenance with minimal disruption to warehouse operations
• Configured and maintained firewall appliances, VPN access, network switches, and DHCP/DNS infrastructure across multiple physical locations
• Authored the company's cybersecurity policy, establishing acceptable use guidelines, data handling procedures, and security awareness standards
• Served as sole internal IT escalation point, providing Tier 3 support across all platforms and resolving issues independently without vendor dependency
• Coordinated with external vendors, software providers, and hardware suppliers to evaluate solutions, manage licensing, and support business growth initiatives