Open to opportunities

Sheikh Waheeduddin

@sheikhwaheeduddin

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Technical lead with 13+ years in IT systems, network, deskside support, and service operations.

India

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What I'm looking for

I seek a hands-on technical leadership role where I can lead deskside and operations teams, improve processes, own service delivery SLAs, and drive infrastructure projects in a collaborative culture.

I am a Technical Lead with over 13 years of progressive experience in IT systems, network administration, and service operations, currently working at InOpTra Innovations Pvt Ltd.

I have led deskside and system-operations teams, implemented projects like Workspace ONE and patching campaigns, and managed inventories, asset moves, and vendor coordination while maintaining SLA/OLA targets.

My background includes roles at Cotiviti, Genpact, IBM, Wipro and others where I resolved Tier 1–3 incidents, supported Active Directory, SCCM, VMware/VDI, Exchange/Outlook, and cloud workspaces, and improved service delivery processes and documentation.

I am customer-focused, process-oriented, ITIL V3 certified, and experienced in team leadership, training, and cross-functional coordination to deliver timely, high-quality support and operational improvements.

Experience

Work history, roles, and key accomplishments

Current

Technical Lead

Current

InOpTra Innovations Pvt Ltd

Apr 2024 - Present (1 year 6 months)

Leading deskside and systems operations, managing a 7-person Coimbatore team, delivering deskside projects, patching and asset inventory management to maintain SLA/OLA targets of 90% and zero escalations.

IT Asset Management ITIL Patch Management Team Leadership

Associate Lead - System Operations

Cotiviti India Pvt Ltd

May 2018 - Apr 2023 (4 years 11 months)

Managed Tier 2/3 deskside support and service operations, maintained SLA/OLA metrics (90%+), executed workspace and deskside projects, and coordinated hiring and onboarding for Coimbatore location.

SLA Management Deskside Projects Onboarding Inventory Management Customer Service

Senior System Administrator

Cotiviti India Pvt Ltd

Mar 2021 - Mar 2022 (1 year)

Provided tier 1/2 deskside support, implemented UEM/VMware Workspace ONE coordination, managed assets in JIRA and supported closure of deskside projects to meet business deadlines.

VMware Workspace ONE Jira Project Coordination VMWare

System Administrator

Cotiviti India Pvt Ltd

May 2018 - Mar 2021 (2 years 10 months)

Delivered tier 1/2 deskside ticket resolution, maintained JIRA asset records, coordinated with senior admins on deskside projects and improved resolution efficiency for end users.

Desk Side Support Jira Incident Management

Service Desk Analyst (Level 2)

Genpact

Jan 2015 - May 2018 (3 years 4 months)

Resolved Level 2 incidents and requests within SLA, handled Windows and Office 365 issues, SCCM, VMware/VDI and Symantec endpoint problems to reduce escalations and restore services.

Windows OS Office 365 SCCM VDI Incident Management

Technical Support Associate

IBM India

Jul 2011 - Jan 2015 (3 years 6 months)

Provided first-line remote support, resolved AD, printer and drive-mapping issues, handled priority tickets and outages while ensuring SLA adherence.

Active Directory Printer Troubleshooting Remote Support

Technical Support Associate

Sitel India

Mar 2010 - Sep 2010 (6 months)

Supported ISP customer issues including dial-up/broadband and Exchange, ran line tests, dispatched field techs and handled outage reporting and upsell of security services.

ISP Troubleshooting Outage Reporting Customer Escalation Upselling

Senior Associate

Wipro

Dec 2007 - Dec 2009 (2 years)

Provided HP laptop and OS support (XP/Vista/Win7), managed escalations and ticketing, and performed hardware/software analysis and product upsell activities.

Windows OS Ticketing Customer Support Upsell