Владислав

VLADYSLAV PAKHNENKO
HelpDesk Team Lead | IT Support & Operations
Kyiv, Ukraine | [відкрити контакти](див. вище в блоці «контактна інформація») | [відкрити контакти](див. вище в блоці «контактна інформація»)
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PROFESSIONAL SUMMARY
IT Support and HelpDesk Team Lead with 5+ years of experience, progressing from Junior Support
Administrator to Team Lead at Favbet Tech. Combine people management and operational planning with
hands-on Windows, macOS and Linux support, endpoint management and cross-functional process
improvement. Experience supporting 1,500+ users and an estate of 1,500+ managed endpoints at peak.

PROFESSIONAL EXPERIENCE
Favbet Tech | December 2020 - Present

HelpDesk Team Lead | May 2025 - Present
Lead HelpDesk operations across Ukraine, offices in Croatia and Romania, and remote locations
worldwide; own day-to-day support and complex escalations.
Managed a team of up to 5 specialists, covering workload allocation, priorities, hiring and technical
interviews, mentoring, performance reviews and individual development plans.
Improved an underperforming team member’s performance through structured 1:1 meetings, regular
feedback and a tracked development plan.
Coordinate onboarding, offboarding, endpoint lifecycle activities, IT asset inventory, hardware
requirements, procurement planning and corporate software licensing activities. Established
international equipment delivery processes.
Present team initiatives at PI Planning, prioritize and track delivery in Jira, and coordinate with Security,
Network, HR and Finance. Maintain internal Wiki and SharePoint documentation.
Initiated onboarding improvements by documenting current and target workflows and aligning HR and IT
communication; coordinated a Microsoft Teams / Power Automate bot prototype, not yet deployed to
production.
HelpDesk Tech Lead | October 2024 - April 2025
Led HelpDesk execution of an endpoint migration affecting approximately 1,500 employees as part of a
company-wide security transformation. Delegated team activities while personally handling complex
macOS and Linux deployment and troubleshooting.
Helped implement centralized endpoint management following an MDM initiative proposed earlier in my
career; supported enrollment, existing configurations, encryption recovery, patching and remote
administration.
Migrated specialized workstations for business-critical financial applications to Linux, configuring digital
certificates, hardware authentication devices and supporting software.
Initiated a dedicated printer network accessible from office and VPN connections, working with the
network team; resolved Linux printing and scanning compatibility issues.

PROFESSIONAL EXPERIENCE CONTINUED
Favbet Tech | Middle Support Administrator | October 2022 - September 2024
Independently resolved complex Windows, macOS and Ubuntu support cases; administered endpoints
using PowerShell, Bash, SSH and operating-system tools.
Troubleshot Aruba and Cisco networks, reassigned ports to existing VLANs, supported Wi-Fi and VPN
connectivity, and used Aruba AirWave and Wireshark for diagnostics.
Worked with VMware ESXi and specialized business workstations; mentored junior colleagues and
delegated routine operational tasks.
Favbet Tech | Junior Support Administrator | December 2020 - September 2022
Provided on-site and remote user support, onboarding, workstation deployment and incident resolution;
managed service requests through GLPI.
Created a shared local software repository for the IT team, providing network access to deployment
packages and administrative utilities.

TECHNICAL SKILLS
Operating systems: Windows 10/11, macOS, Ubuntu Linux; deployment, troubleshooting, user
administration and application support.
Endpoint management: Kandji (Iru), NinjaOne, Microsoft Intune device operations, Apple Business
Manager, Apple Configurator; MDM enrollment, FileVault recovery, BitLocker recovery via Active
Directory, patching and remote administration.
Microsoft and identity: Microsoft 365 end-user support; Active Directory and Microsoft Entra ID user and
group operations, password resets, account unlocks and group membership management.
Networking: Aruba, Cisco, Aruba AirWave, Wireshark; VLAN port assignment, Wi-Fi and VPN
troubleshooting, TCP/IP, DNS and DHCP fundamentals.
Scripting and virtualization: Bash, basic PowerShell scripting, SSH, Linux CLI, VMware ESXi, Proxmox
VE; Power Automate onboarding prototype.
Service management and operations: Jira, GLPI, SharePoint, Microsoft Teams, internal Wiki; PI
Planning, technical documentation, asset inventory, procurement planning and international hardware
logistics.

EDUCATION
Master’s Degree in Cybersecurity and Information Protection | 2025
State University of Information and Communication Technologies
Bachelor’s Degree in Cybersecurity | 2023
State University of Telecommunications
Junior Specialist in Computer Science | 2021
Professional College of Information Systems and Technologies,
Kyiv National Economic University named after Vadym Hetman

LANGUAGES
Ukrainian: Native | English: Elementary (A1-A2)