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Vadym
IT Support manager, Team Leader, керівник HelpDesk, ServiceDesk, Scrum
- Considering positions:
- IT Support manager, Team Leader, керівник HelpDesk, ServiceDesk, Scrum, Начальник відділу
- Age:
- 41 years
- City of residence:
- Other countries
- Ready to work:
- Remote
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Vadym Kryvosheia Location: Lodz, Poland
Phone: [open contact info ](look above in the "contact info" section)
E-mail: [open contact info ](look above in the "contact info" section)
LinkedIn: [open contact info ](look above in the "contact info" section)
Objective:
S eeking a leadership position in IT operations or support where I can apply my
experience in team management, service delivery, and process improvement to
enhance efficiency and align IT capabilities with organizational goals.
Summary
● 18+ years of experience in IT support and infrastructure, including 8+ years in
anagerial roles leading international and cross-functional teams
m
● Strong track record in resource planning, team development, SLA/KPI governance, and
service delivery optimization
● Experienced in working within ITIL, Agile/Scrum, and Managed Services environments;
holds PSM I, PSPO I certifications
● Proven ability to manage operational teams, coordinate with project managers, and
forecast resourcing needs across complex IT projects
● Technical expertise in infrastructure (AD, Intune, LAN/WAN, Microsoft 365), endpoint
management, and user support services
● Skilled communicator and problem solver, effective in building team trust, resolving
conflicts, and improving operational efficiency
Technical Skills
● S ervices and solutions: MS AD, Azure AD, Intune, Group Policies, Firewall, PrintServers,
Polycom (Poly) Video Conference infrastructure
● OS: MacOS/IOS family, Windows/Windows Server OS family, Ms Office365
● Networking: LAN/WAN, VPN, TCP/IP, DHCP, DNS, Routers/Switches, Wireless AP
configuration
Experience History
osition: IT Support Manager (Team Leader)
P
02.2020 – 31.12.2024
Infopulse
Responsibilities:
● Leading a geographically distributed team of IT professionals, overseeing day-to-day
operations to ensure timely support and resolution of IT incidents and service requests
● Technical support for offices located in various countries
● Continuous optimization of both internal department processes and related operational
activities within the company as a whole
● Defining, monitoring, and ensuring compliance with SLA and KPI targets to maintain
service quality and performance standards
● Collaborate with other departments to understand business needs and align IT support
strategies with company objectives
P
● artnership with subcontractors to deliver services to the company
● Reduce potential risks associated with periods of rapid change
● Cultivating a positive team environment and promoting ongoing development of team
members
Position: IT Professional
10.2016 – 12.2019
Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH
Responsibilities:
● Configuration and maintaining Servers, workstations and laptops
● Support Network equipment
● Assisting in IT-related procurement
● Responding to staff requests for assistance
osition:System Administrator->Senior System Administrator->TeamLead User
P
Support Group
01.2007 – 09.2016
PrJSC “MTS Ukraine” (Vodafone UA)
● Leading a team of IT professionals, overseeing day-to-day operations to
ensure timely support and resolution of IT incidents and service requests
● Quality control of services and deliverables provided by the team
● Responding to staff requests for assistance
● Fostering a healthy team atmosphere and encouraging the continuous
development of team members
Language skills
E nglish: 2
B
Polish: B1
Ukrainian: native
Education 2008
T aras Shevchenko National University of Kyiv,
Faculty of Mechanics and Mathematics
Specialty: Theoretical and Applied Mechanics
Trainings
● Certificate “Professional Scrum Owner” (PSPO I) scrum.org
● Certificate “Professional Scrum Master” (PSM I) scrum.org
● ertificate "Apple Certified Support Professional 10.6"
C
● Microsoft 365 Endpoint Administrator (Intune)
● Time Management course
● 2275c: Maintaining a Microsoft Windows Server Environment
● 2277c: Implementing, Planning Managing, and Maintaining a Microsoft Windows Server
Network infrastructure: Network Services
● 10215A: Implementing and Managing Microsoft Server Virtualization
ITIL v3: Fundamentals of ITIL v3 - principles of the IT business unit
●
Phone: [
E-mail: [
LinkedIn: [
Objective:
S eeking a leadership position in IT operations or support where I can apply my
experience in team management, service delivery, and process improvement to
enhance efficiency and align IT capabilities with organizational goals.
Summary
● 18+ years of experience in IT support and infrastructure, including 8+ years in
anagerial roles leading international and cross-functional teams
m
● Strong track record in resource planning, team development, SLA/KPI governance, and
service delivery optimization
● Experienced in working within ITIL, Agile/Scrum, and Managed Services environments;
holds PSM I, PSPO I certifications
● Proven ability to manage operational teams, coordinate with project managers, and
forecast resourcing needs across complex IT projects
● Technical expertise in infrastructure (AD, Intune, LAN/WAN, Microsoft 365), endpoint
management, and user support services
● Skilled communicator and problem solver, effective in building team trust, resolving
conflicts, and improving operational efficiency
Technical Skills
● S ervices and solutions: MS AD, Azure AD, Intune, Group Policies, Firewall, PrintServers,
Polycom (Poly) Video Conference infrastructure
● OS: MacOS/IOS family, Windows/Windows Server OS family, Ms Office365
● Networking: LAN/WAN, VPN, TCP/IP, DHCP, DNS, Routers/Switches, Wireless AP
configuration
Experience History
osition: IT Support Manager (Team Leader)
P
02.2020 – 31.12.2024
Infopulse
Responsibilities:
● Leading a geographically distributed team of IT professionals, overseeing day-to-day
operations to ensure timely support and resolution of IT incidents and service requests
● Technical support for offices located in various countries
● Continuous optimization of both internal department processes and related operational
activities within the company as a whole
● Defining, monitoring, and ensuring compliance with SLA and KPI targets to maintain
service quality and performance standards
● Collaborate with other departments to understand business needs and align IT support
strategies with company objectives
P
● artnership with subcontractors to deliver services to the company
● Reduce potential risks associated with periods of rapid change
● Cultivating a positive team environment and promoting ongoing development of team
members
Position: IT Professional
10.2016 – 12.2019
Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH
Responsibilities:
● Configuration and maintaining Servers, workstations and laptops
● Support Network equipment
● Assisting in IT-related procurement
● Responding to staff requests for assistance
osition:System Administrator->Senior System Administrator->TeamLead User
P
Support Group
01.2007 – 09.2016
PrJSC “MTS Ukraine” (Vodafone UA)
● Leading a team of IT professionals, overseeing day-to-day operations to
ensure timely support and resolution of IT incidents and service requests
● Quality control of services and deliverables provided by the team
● Responding to staff requests for assistance
● Fostering a healthy team atmosphere and encouraging the continuous
development of team members
Language skills
E nglish: 2
B
Polish: B1
Ukrainian: native
Education 2008
T aras Shevchenko National University of Kyiv,
Faculty of Mechanics and Mathematics
Specialty: Theoretical and Applied Mechanics
Trainings
● Certificate “Professional Scrum Owner” (PSPO I) scrum.org
● Certificate “Professional Scrum Master” (PSM I) scrum.org
● ertificate "Apple Certified Support Professional 10.6"
C
● Microsoft 365 Endpoint Administrator (Intune)
● Time Management course
● 2275c: Maintaining a Microsoft Windows Server Environment
● 2277c: Implementing, Planning Managing, and Maintaining a Microsoft Windows Server
Network infrastructure: Network Services
● 10215A: Implementing and Managing Microsoft Server Virtualization
ITIL v3: Fundamentals of ITIL v3 - principles of the IT business unit
●
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The candidate's resume is posted at https://www.work.ua/resumes/12171382/