Олександр

OLEKSANDR SHEVERDA
IT Service Desk Lead | IT Operations
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✈ @Sashasheverda
📍 Ukraine
PROFILE
IT Service Desk Lead with 7+ years in IT operations and infrastructure support. Built and currently lead a team of 5 engineers delivering IT services for 500+ retail stores and 200+ office employees. Experienced in incident recovery, process automation, infrastructure scaling, and IT service optimization. Combine deep technical expertise (L2/L3) with team leadership, budgeting, and service quality management. Familiar with ITIL principles.
EXPERIENCE
IT Service Desk Lead — LPP Ukraine
February 2024 — Present
• Built a Service Desk team of 5 engineers from scratch: hiring, onboarding, mentoring and performance management
• Manage IT support operations for 500+ retail stores and 200+ office employees — daily SLA/OLA control and service quality
• Incident recovery: restored corporate network after a major outage; recovered encrypted data after QNAP server failure
• Infrastructure scaling: led IT deployment for new office floor expansion (network, servers, CCTV, access control) — from planning to go-live
• Coordinate IT setup for new retail store openings — full stack from planning to go-live
• Introduced engineer performance rating & bonus system — improved ticket resolution speed and team engagement
• Automated Jira ticket routing via keyword rules — reduced manual triage workload
• Implemented user satisfaction tracking and regular management reporting (ticket completion, incidents, NPS)
• Own IT department budget: procurement planning, vendor management, cost optimization
Service Desk Specialist — LPP Ukraine
November 2021 — February 2024
• Provided L1/L2 technical support: hardware, software, networking, VPN, corporate systems
• Managed and escalated tickets in Jira Service Desk in line with SLA requirements
• Configured IT equipment: workstations, printers, mobile devices, corporate applications
• Monitored network and systems, responded to incidents, maintained technical documentation
• Administered user access rights and passwords for corporate systems
Electronics Engineer — PP "KST"
March 2019 — October 2021 | Kyiv
POS automation, development and deployment of fiscal registrars
• Participated in development and deployment of POS automation for Kyiv Metro
• Remote client support via TeamViewer, AnyDesk, Microsoft Remote Assistance
• Configured network equipment (Cisco, MikroTik); familiar with TCP/IP, DNS, DHCP, OSPF, BGP
• Updated firmware on fiscal registrars, POS terminals (Linux, Android) and weighing equipment
• Repaired and serviced fiscal, POS and retail hardware
SKILLS

Leadership & Operations
• Team leadership & mentoring
• Hiring & people development
• KPI & performance management
• IT Service Operations (SLA/OLA)
• Incident & Problem Management
• Vendor & Budget Management
• Executive reporting
IT Infrastructure & Support
• Microsoft 365 / Google Workspace
• Windows Server / Virtualization
• Network admin (UniFi, MikroTik)
• Endpoint Management (Mac/Windows)
• Data Recovery & Backup
• CCTV & Access Control
• Data Security
Tools
• Jira Service Management
• Office 365 Administration
• Microsoft SQL Server
• TIGHTVNC / Remote tools
• UniFi OS Server
• Vchasno, Tasker
• Mac & PC platforms
EDUCATION
Master's Degree — Computer Science
National Transport University | 2020
Bachelor's Degree — Automation & Computer-Integrated Technologies
State University of Infrastructure and Technologies | 2018
LANGUAGES
Ukrainian — Native | English — B1 (actively improving)