Михайло Ветеран

Mykhailo Hutsalenko
IT Service Desk Manager | Helpdesk Manager | IT People Manager
Lviv, Ukraine | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)
PROFESSIONAL SUMMARY
15+ years of experience in Service Desk operations, with 10 years in the IT industry, including 6+ years as a Team Leader. Experience in building and scaling Service
Desk teams, managing teams of 10-20 members, supporting ISO certification processes, budget planning and execution, system and company integrations including
ticketing system migrations, leading office relocations and infrastructure setups, and working with ServiceNow and Jira.
PROFESSIONAL EXPERIENCE

Viseven | Nov 2025 - Present | Lviv, Ukraine
IT Service Desk Manager | Full-time
Managing Service Desk operations, including team coordination, workload distribution, and performance tracking
Driving improvements in SLA metrics (First Response, Resolution Time, SLA compliance) and overall service quality
Implementing ITIL-based processes and standardizing Service Desk operations
Owned Service Desk scope for ISO 27001 audits, ensuring compliance of processes, documentation, and audit activities
Leading automation initiatives to optimize workflows and reduce manual effort
Analyzing ticket data, SLA performance, and operational efficiency
Managing Service Desk budget and supporting cost optimization
Coordinating IT hardware lifecycle: procurement, upgrades, repairs, and lifecycle planning
Collaborating with HR, Finance, and other departments to resolve operational challenges
Preparing reports and presentations for CIO and leadership
Leading IT and Service Desk-related projects, including BYOD implementation

Lohika / Capgemini Engineering | Apr 2016 - Nov 2025 | 9 yrs 8 mos | Lviv, Ukraine
Capgemini Engineering (formerly Lohika). Company naming changed after the merger; LinkedIn lists Lohika and Capgemini separately/overlapping, so this CV groups
them as one continuous company history.
Support Team Lead, People Manager | Sep 2021 - Nov 2025 | 4 yrs 3 mos | Full-time
Led a support team ensuring service continuity and process optimization
Drove IT operational excellence and team coordination across regions
Supported IT strategy, policy creation, and ISO compliance efforts
IT Service Desk Team Lead | Nov 2018 - Nov 2025 | 7 yrs 1 mo | On-site
Planned and managed IT operations in alignment with scope, budget, and deadlines
Enhanced team performance through coaching and team-building initiatives
Led cross-functional crisis response initiatives
Set and tracked operational goals and KPIs
Implemented process improvements and best practices
Remotely managed teams in Lviv, Kyiv, and Odesa
Proposed IT strategies and anticipated future needs
Organized full project cycles and coordinated team roles
Middle System Engineer | Aug 2018 - Nov 2018 | 4 mos | On-site
Investigated and resolved software and hardware problems for end users through established processes and procedures
Evaluated and prioritized incoming work order requests by telephone, voicemail, email, and in-person channels
Interviewed users to collect information and guided users through diagnostics to determine the source of issues
Set up computers, phone systems, software, and peripheral equipment for new hires
Created network user accounts and provided access to specified systems
Trained users on software
Worked with Active Directory, DNS, DHCP, and Skype for Business
Optimized site connectivity, desktop performance, and user experience
Helped manage budgets in affiliate offices, including monitoring, needs analysis, and spending analysis
Supported inventory, hardware reserve management, replacement planning, employee consulting, request workflows, and representative functions on
team lead meetings
Junior System Engineer | Apr 2016 - Aug 2018 | 2 yrs 5 mos | On-site
Provided first-tier support for employees and customers
Registered, processed, and closed help desk tickets
Monitored and tracked all phases of help desk support
Escalated issues to the proper help desk tier using the ticket system
Repaired broken hardware and purchased needed parts
Prepared hardware per requests and for new employees, including installation
Assisted the Senior Hardware Engineer in the inventory process
Accepted and cleaned hardware after employee termination
Monitored hardware reserve and searched for needed hardware per requests
Worked with requests including workflows, comments, and discussions
Helped manage budgets and took over part of Senior Hardware Engineer responsibilities during absence

PROFESSIONAL EXPERIENCE - EARLIER ROLE

JSC State Saving Bank of Ukraine (Oschadbank) | Jul 2010 - Apr 2016 | 5 yrs 10 mos | Lviv, Ukraine
System Engineer | Full-time
Administered LAN infrastructure with 280 computers and 6 Windows 2003/2008 servers: Active Directory, DNS, DHCP, FTP, and Group Policies
Administered Cisco routers and communication equipment, including branch network development around the city and beyond
Supported connection of new network points using different communication types: Wimax, 3G, hDSL, and aDSL
Installed, configured, and administered Windows Server 2003/2008/2012, Windows XP/7/8, MS Terminal Server, Active Directory, MS Office, e-mail,
and antivirus systems
Maintained computers and office equipment
Administered and maintained PBX systems

SKILLS
Agile Methodologies, Information Technology, ITIL, Service Desk Management, IT Operations, SLA Management, Process Improvement, Team Leadership,
Incident Management, Data Analysis, Budget Management, IT Asset Management, ISO 27001, ServiceNow, Jira
LANGUAGES
Ukrainian (Native or Bilingual), English (Full Professional), Polish (Elementary)
CERTIFICATIONS
ITIL V4 Foundation | Microsoft Certificate of Achievement: Course 20334 Core Solutions of Microsoft Skype for Business 2015 | ELEKS IT-Academy
participants ATO | The CEFR and EF SET