Vlad Magureanu
IT Helpdesk Team Leader
Bucharest
Summary
Dynamic Helpdesk Team Leader with a deep passion for IT domain and proven success at British American Tobacco, adept at driving team performance and enhancing support processes. Skilled in Windows 10/11 management and team supervision, I excel in troubleshooting and deploying solutions, ensuring seamless IT operations and high user satisfaction. Recognized for attention to detail and effective communication.
Overview
5
5
years of professional experience
3
3
Languages
Work History
IT Helpdesk Team Leader
British American Tobacco
02.2025 - Current
- Lead a team of 8 technicians handling 100+ weekly tickets (ServiceNow/internal application);
- Conduct monthly team meetings to review performance, address challenges regarding new projects and share updates on existing ones;
- Act as IT liaison between departments for gathering information, coordinate timelines and assign resources for seamless IT support integration;
- Test beta versions of applications for deployment purposes, document bugs and work with global support teams to resolve issues pre-deployment and train end-users on new software via FAQ guides.
Senior IT Support Specialist
British American Tobacco
07.2022 - 02.2025
- Used ticketing systems to manage and process support actions and requests;
- Trained 4 new hires on helpdesk protocols and customer service best practices;
- Tested Windows 11 rollout for 300+ devices, identified compatibility issues and reported them to global support teams;
- Helped develop solutions for different test scenarios across multiple projects and maintained a close communication between business board and external teams;
- Mass deployment of laptops, printers, scanners and handheld devices;
- Imaged (SCCM) and troubleshooted laptops/desktops (Dell/HP/Lenovo), configured and managed inventory of 2000+ devices/accessories;
- Vendor coordination for warranty repairs and replacements;
- Managed enterprise printers (Konica Minolta/HP) and mobile devices (Intune Company Portal).
Mechanical Design Engineer/QA Engineer
Romturingia
06.2020 - 09.2020
- Developed detailed 3D models and drawings, ensuring accurate communication of design intent to fabrication teams;
- Checked design compliance with product specifications and standards requirements;
- Created CAD models and drawings for part designs;
- Created parts for machining and sheet metal fabrication;
- Created procedures for the way of working on assembling multiple assemblies of parts.
Education
Master of Science - Engineering
Polytechnic University of Bucharest
Bucharest, Romania 04.2001 -
Bachelor of Science - Engineering
Polytechnic University of Bucharest
Bucharest, Romania 04.2001 -
High School Diploma -
"Dinicu Golescu" National College
Campulung Muscel, Romania 04.2001 -
Skills
Systems: Windows 10/11, macOS, Linux (basic), Azure AD
Tools: ServiceNow, PowerShell, BeyondTrust
Security: BitLocker, MFA implementation
Soft Skills: Team supervision, Teamwork and collaboration, Work planning, Documentation and reporting
Technical support
Attention to detail
Timeline
IT Helpdesk Team Leader
British American Tobacco
02.2025 - Current
Senior IT Support Specialist
British American Tobacco
07.2022 - 02.2025
Mechanical Design Engineer/QA Engineer
Romturingia
06.2020 - 09.2020
Master of Science - Engineering
Polytechnic University of Bucharest
04.2001 -
Bachelor of Science - Engineering
Polytechnic University of Bucharest
04.2001 -
High School Diploma -
"Dinicu Golescu" National College
04.2001 -
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