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Sergii Gnidenko
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GENERAL SUMMARY

Expertise in administration and transformation of IT, building and improving business processes in large scale 30k+ employees companies with WW distributed business units. Building centralized IT support hubs to minimize IT operational costs.

Main domains of business knowledge - Sales, HR, Finance, Logistics, IT, FMCG, Telco, WMS.

My strengths are: professional learning, deep analysis, assessment, planning and applying efficient solutions, driving changes, acting as the trusted partner and technical advisor for the business, driven to achieve the result in short and long strategies.
I’m fond of optimization techniques and SWOT analysis for process assessment, able to build clear, simple and efficient processes, IT strategy aimed to solve business problems using IT tools and methods, improvement of ITSM processes, automation of IT and business routine tasks, business process formalization and digitalization, continuous improvement, functional analysis, resource planning, building sustainable IT environment with deep integration into all business processes and IT strategy that meets operational costs.

EXPERIENCE

Head of IT Infrastructure and Service Desk, Gas supply company Naftogaz Ukraine
Kyiv, Ukraine
December 2025 - present times

Head of IT Infrastructure and Service desk, Ukroboronservice, miltech
Kyiv, Ukraine
September 2024 – November 2025
Managing the IT Core services and Service desk department. People management, succession planning, budgeting, infrastructure and processes architecture, contracts management, audit/compliance, FTE workload analysis/planning, IT Service desk.
Department functions:
• infrastructure services architecture/planning/budgeting
• datacenter and application monitoring services
• datacenter and internal network services
• identity,messaging and collaboration services - AD/AAD, DNS, DHCP, Exchange, Intune, M365, CA, File Sharing, collaboration solutions
• infrastructure as a service
• IT Service Desk

Core achievements:
• Improved the internal IT customer satisfaction rate by:
◦ Refactoring Service Desk portal in Jira Service desk
◦ Refactoring Service catalog items
◦ Improving IT team SLAs
◦ KPI management
• Improving the company internal collaboration and remote work facilities by deep integration of Microsoft 365 features - Teams, OneDrive, SharepointOnline
• Migration of company Workstations from Windows10 to Windows11 due to meet the Windows 10 end of support in October 2025
• Improved the company IT security by
◦ configuring the conditional access policies for private and company devices in Intune
◦ audit of the company Active directory and EntraID security policies
◦ audit of the company network
◦ audit of the company IT assets
• improved company business continuity and reduced the infrastructure cost by:
• moving the company datacenter to the cloud
• establishing the efficient infrastructure backup solution
• creating the backup policy and procedure
• reducing the infrastructure resources by optimising the application architecture
• aligning the company IT to meet the ISO27001 standards and the standards of the Ukraine critical infrastructure

Global IT Core Services at Solera (Audatex)
Kyiv, Ukraine
March 2023 – September 2024

Was invited to join the company to reduce IT operational costs by leveraging the infrastructure automation and standardization of IT infra management processes after the company has rapidly grown acquisitioning 20 different companies through the globe (NA, EMEA, APAC), consolidating IT infrastructure facilities to the core data centers and building centralized IT competence centers.
Have developed and implemented effortless (supported by 2 people) architecture and processes for Windows server OS (~10000 systems) and workstation OS (~8000 systems) centralized management and monitoring of multidomain and multi OS version environment of globally distributed business entities, which allowed to implement regular zero touch automated patch management, bring the visibility of global corporate licensing, easily deploy applications at a global level with minimal efforts, highlight a weak infra places, deploy global antivirus system and automate huge number of routine tasks. Developed the global standards of ITSM and CMDB.

Some achievements:
• Architecture design and establishment of global corporate SCCM infrastructure (CAS based) to manage the WW company Windows OS systems from central point
• Establishment of high level of SCCM service and availability
◦ Backup strategy proposition
◦ RTO/RPO establishment
◦ Implementation of disaster recovery strategy
◦ Documentation and procedure management
• Establishment and maintenance of the global antivirus - SCEP/Windows defender environment
◦ Configured service-dedicated security policies, based on the Microsoft recommendations, applied on the service type (IIS, SQL, Exchange …) scope basis
◦ Configured reporting
◦ Malware alert management
• Integration of worldwide corporate Windows servers and workstations into the automated management and configuration control by the single instance of SCCM in multi domain environment
◦ fully automated, zero touch, monthly patch management for server and desktop Windows OS based systems
• Automated routine tasks of Windows engineers with SCCM
• Establishment of the corporate monitoring system - SCOM
◦ Establishment of SCOM infrastructure
◦ Onboarding of the corporate servers to SCOM
◦ Configuration of the automated alerting and monitoring
• leveraging MS Orchestrator for sophisticated automations in infrastructure management
• Created a central reporting repository, representing the daily security compliance of servers and workstations through the global entities and Power BI dashboards to represent the global overview of the corporate Windows environment.
• CMDB management of the corporate Windows environment for the ITSM (ServiceNow)
• Provide support and technical expertise in the company transformation to the service-oriented IT structure, by changing the approaches that the IT teams interact with business and vice versa.

Head of IT Core services at Kyivstar GSM
Kyiv, Ukraine
September 2020 – March 2023

Managing the IT infrastructure services department (20 people/3 teams) of the biggest Ukrainian telecom operator. People management, succession planning, budgeting, infrastructure and processes architecture, contracts management, audit/compliance, FTE workload analysis/planning.
Department functions:
• infrastructure services architecture/planning/budgeting
• datacenter and application monitoring services
• datacenter and internal network services
• identity,messaging and collaboration services - AD/AAD, DNS, DHCP, Exchange, Intune, O365, CA, File Sharing, collaboration solutions
Core achievements
• Identification and smooth(no service interruptions) decommission/migration of technical debt, by refactoring service architecture, as the result significant decrease in the cost of ownership and operational effort minimisation on support spendings
• Improved security of core services by implementing the role based access and automation of access provisioning system
• Successful switch to the application centric infrastructure network schema, network segmentation
• Refactoring of the company file sharing service - automation of the access provisioning, CMDB mapping, retention policy, backup improvement
• Decreased cost of ownership of infra services, by optimisation and consolidation of the platforms, used in the company
• Refactoring company CMDB architecture to improve the asset management, automation and monitoring
• Implemented the use of Business intelligence (PowerBI) for infrastructure services visibility, forecasting and collaboration projects
• Internal collaboration improvement projects - HR, Logistics, Legal, IT security, Datacenter operations
• Department org structure refactoring - establishment of the seniority matrix, skills and objectives mapping to the seniority level, position profiles and personal development plans.
• Improved Infrastructure services availability index
• Improved Internal customer and management satisfaction index

Global IT Core services at Solera (Audatex)
Kyiv, Ukraine
August 2018 – September 2020

Deputy Head of IT infrastructure and Service desk at JTI (Japan Tobacco International)
Kyiv, Ukraine
October 2013 – August 2018

Ukraine (8 regional offices, 13 satellite offices) remote IT infrastructure management and optimization of business processes:
• building processes within the global service-oriented world distributed IT service delivery teams,
• server infrastructure, end user and office equipment management,
• IT vendors contract management,
• standardization of IT policies and procedures,
• backup management and backup policy establishment,
• managing the virtual infrastructure of the business entity
• annual strategic budget planning with 3 years forecast (prelim. 300M USD per year CAPEX and OPEX),
• business entity IT strategy planning,
• business continuity and information security strategy,
• global projects management,
• proof of concept projects,
• ITSM standardization - CMDB actualization, IT services formalization, knowledge base management.
• managing permanent IT operations service delivery team of 5 members (team workload analysis, coaching, knowledge sharing, KPI management)
• leading project teams of 5-10 cross-functional world-distributed members (server support engineers, finance department, application developers, network engineers, marketing, 3rd party suppliers)
Some achievements:
• Integration of the Electronic document workflow system
• Business analysis and functional requirements formalization. Integration testing. End user training. Change management support
• Developed a strong platform for IT budget planning and managing of the corporate IT assets. StandardizedCompany's IT asset management process and formalized business logic into the the new Inventory application, which was internally developed - performed: Equipment life cycle analysis, financial process analysis (cost center management, depreciation management, budgeting), customer management analysis (org chart hierarchy, position management, synchronization with AD, SAP), technical specification for the application, implementation management (test case development, managing bug reports, go-live)
• Developed effective IT Disaster Recovery business entity plan (Business Continuity Process), aligned with the next business day restore strategy of all the entity critical processes - performed: Analysis of business processes and resources, IT resources and infrastructure capabilities, technical documentation, coordination of distributed IT groups, recovery strategy testing, business approval and sign off.
• Regional data centers Server replacement (equipment purchasing, configuring, SME expert, project planning, coordinating, contracting).
• Data center fire suppression system implementation - performed local legal and technical requirements analysis, proposed the cost-effective solution, and developed the redundant architecture of the system, controlled the installation and testing process.
• Print service optimization - conducted print equipment audit and employee survey. Based on the results, developed the optimization plan. As the result 3-times decrease in the number of printing equipment and optimization of printing OPEX.
• Implementation of Uniflow - print management solution with the advanced security features, reporting, statistics. Printing jobs could be initiated from any device (cell phone/desktop/laptop) and securely printed using a company entrance badge at any device, without choosing a dedicated device in any settings. Performed - corporate infrastructure analysis, architecture design, budget optimization, application installation and configuration, contracting.
• Integration of EDI and tax reporting system (M.E.doc), conducted business process analysis, formalized functional requirements, provided technical proposal, performed system installation, configuration, and user training.
• Improved market IT operation team customer satisfaction index
• 70% Reduce of corporate IT HW spending and 50% reduce of outsource IT services spending

Technical Support Analyst at JTI (Japan Tobacco International)
Kyiv, Ukraine
February 2011 – October 2013

My responsibilities included, but were not limited to:
• Incident, Problem, and Change management via ServiceNow
• Adapting Company’s Global IT standards to local market
• Scripting the routine tasks with PowerShell
• Popularization of SharePoint for regular tasks monitoring and activity tracking
• Technical assistance with cross-functional projects (e.g., company’s Business TV, office renovation)
• Full support for regional office relocations: preliminary planning of IT infrastructure; negotiation with local internet providers; preliminary communication with business customers; office planning; relocation in short-term period (non-business hours)
• System administration in Head and Regional offices (nearly 900 computers on Windows 7, servers, printers, network support etc.)
• Administration and support of field employees (nearly 200 tablet PCs): resolving hardware, remote connectivity, GSM, OS issues
• Top management IT support
• Support with IT communications: on-boarding newcomers, informing users about changes to infrastructure, creating manuals

Service Desk Specialist at URS (TM Beeline, Vimpelcom group)
Kyiv, Ukraine
August 2010 – February 2011

• administration of workstations based in Head Office of the company (nearly 900 computers based on Windows XP)
• solving the incidents related to the competence of the 2-line support engineers
• was a dedicated IT engineer for the company top management team support
• initiating the local RFC’s (requests for changes) for the changes in local IT infrastructure
• user support - from obtaining IT equipment to its full installation at his workplace and IT onboarding of new employees
• remote administration and configuration of workstations, using SCCM 2007:
◦ SCCM reporting
◦ development of SCCM-clients recovery methods
◦ development of master OS image for all company desktops and notebooks (created standard *.wim image, which included all basic software, used in the company and all the drivers for the company IT equipment)
• approval of users “IT requests” for new software, equipment or access to the company services
• expertizing issues related to hardware damage (notebooks, PC’s and office equipment)
• configuring network printers and print servers
• consulting users how to use all the Lotus Notes information systems, used in the company, Lotus Notes Traveler and Lotus Notes troubleshooting
• creating of user manuals and administering of “User Help” page at the IT departments intranet page
• security access and software audits
• taking part in different cross functional projects
• mentoring the newcomers of Service Desk department

System Administrator at UACRR
Kyiv, Ukraine
September 2008 – August 2010

My responsibilities included, but were not limited to:
• System Administration (~100 computers with Windows XP and Vista, configuration of AD, DNS, DHCP, GP for servers on Windows Server 2003)
• L3/L2 support, troubleshooting of existing IT Applications
• Network administration
• Support of ongoing IT projects

EDUCATION

National Aviation University, 2005 - 2010
Master’s degree with honors, Telecommunications and Information security

LANGUAGES
• English (Advanced)
• Russian (Native or bilingual proficiency)
• Ukrainian (Native or bilingual proficiency)
• Bulgarian (Elementary proficiency)

EDUCATIONAL COURSES
• Programming in C# (Microsoft 20483)
• Implementation of Microsoft Azure Infrastructure Solutions (Microsoft 20533C)
• Planning, Deploying and Managing Microsoft SCCM 2007 (6451)
• Administering Windows Server 2012 (20411D)
• Server Virtualization with Windows Server Hyper-V® and System Center (20409B)
• Project Management (Kerpner-Tregoe)
• Manager as Developer (people management)
• Leadership in a period of changes (people management)

RECOMMENDATIONS

Sergiy Poklad, IT manager at JTI Poland
Sergey has extensive expertise in the field of IT technologies and processes optimization. Possessing good expertise is always ready to share his knowledge and best practices. He is good in teaching novices and in transfer to them knowledge needed for good start in Company. Sergey due to his systematic approach and comprehensive analysis is very easy to learn new technologies and systems. Very communicable and persistent in achieving the goal. Always dig into the essence and details of the process and offers his vision on possible options for optimization of the process. It is important for him to understand the necessity of certain actions and goals to which they must lead, and he always evaluates the rationality of action and looking for the best approach to achieve the goal. Sergey involves all interested parties for discussion and clarification of objectives during initiation phase of projects to ensure smooth implementation during other stages of project and meeting the deadlines of all project or even completion before final term. Quality of his job is always on high level. Sergey is the IT professional with whom I had the pleasure to work
Ivo Van Wingerden, Finance Director at Japan Tobacco International, Netherlands
Sergii has mastered the IT infrastructure area and has a can-do attitude. He is very resourceful and customer oriented. I however believe that his best competency is his honesty, his straightforwardness. This candor is also a point of attention because in certain circumstances it can be misjudged. I recommend Sergii to any organization, who is looking for an all-round IT infrastructure manager.
Denys Koval, Senior Business System Analyst at Luxoft Poland
I was working in the same department as Sergiy at JTI for a year and has briefly worked with him on a few occasions before that. I was always pleasantly impressed with his dedication to work and him striving to be the best at what he does. We had a chance to work on an important project together and he was the subject matter expert one could wish for. He's strong-opinionated and does his research. He is also an active person, open to new experiences, and the one you can have a laugh with outside of office as well.
Aleksandr Kozlov, Head of Business applications at ACINO
Sergey is excellent person who can plan, optimize and prioritize projects tasks / process. He is fully dedicated himself to the work and always try to make things better. Also, Sergey is excellent team member who can share his knowledge with colleagues. During my work with Sergey, he showed his keen passion to learn, excellent attention to details, strong result orientation, and very good interpersonal skills.
Stanislav Khludeev, Microsoft Instructor at IT Education Academy (ITEA)
Sergey - a good specialist, has great knowledge and deep experience about information technologies, Windows infrastructure, and many other. Such as:
- Knowledge of hardware components
- Configuring Windows Server 2008/2012
- Deploying, configuring, administration Windows 7,8,8.1
- Knowledge of products System Center 2012 R2
- Knowledge of Microsoft technologies: GPO, PKI, Storage, Hyper-V, WSUS
- Familiarity with ITIL framework
- Providing security PKI, Group Policy GPO
- Building a fault-tolerant storage architecture, hardware \ software SAN, RAID, storage access interfaces iSCSI
- Providing fault tolerance and high availability services
- Monitoring and maintenance services and services
- Deployment and Automation software installation
- Maintenance of systems redundancy (backup) and restore
- Extensive experience conducting seminars and trainings for professionals of enterprise