Application Support Engineer Portfolio

Rizwan Maqsood

IT Consultant | Application Support Specialist | Service Desk Team Lead

Results-driven IT professional with 10+ years of experience in enterprise application support, incident management, IT service delivery, SQL troubleshooting, API diagnostics, and stakeholder coordination across investment, oil and gas, pharmaceutical, and digital sectors.

Portrait of Rizwan Maqsood

0

AI Projects Delivered

0

Backlog Reduced

0

Onboarding Time Reduced

0

AI Tools Integrated: Claude, Copilot Studio, Aria AI

Core Skills

Professional Experience

IT Team Lead - Service Desk and Application Support | ADQ

Nov 2023 - Present | Abu Dhabi, UAE

  • Lead service desk operations including ticket prioritization, SLA adherence, and escalations across enterprise applications.
  • Spearheaded Nexthink deployment for proactive monitoring of endpoint health, application performance, and user experience.
  • Led Lenovo Autopilot evaluation and rollout, reducing end-user device provisioning effort and onboarding delays.
  • Administer Microsoft 365, Intune, and Entra ID for identity, access, and endpoint policy management.
  • Perform RCA on recurring incidents, coordinate permanent fixes with internal teams and external vendors.
  • Build and optimize SQL reports and stored procedures for operational and leadership reporting needs.

IT Analyst | ADNOC

Sep 2023 - Oct 2023 | Abu Dhabi, UAE

  • Delivered L2/L3 support to VIP users and enterprise teams, resolving incidents and reporting issues within SLA windows.
  • Debugged application defects through structured code testing and integrated fixes using Git workflows.
  • Developed and optimized SQL scripts and stored procedures for business-critical reporting.
  • Managed support queues in Freshdesk and documented requirement changes with business leadership.

Sr. Software Support Engineer | Contour Software (Client: GetCake)

Nov 2021 - Jul 2023 | US Remote

  • Maintained a 90%+ resolution rate on Freshdesk backlog through advanced L3 support and defect diagnostics.
  • Resolved critical T-SQL, C#, and JavaScript issues with low turnaround and high customer impact.
  • Built an SQL import process that reduced new client onboarding time by 95%.
  • Reduced unresolved backlog by 40% and improved satisfaction by 25% through regular stakeholder defect reviews.
  • Mentored junior engineers through structured code reviews and practical troubleshooting sessions.

Sr. System Engineer (Support) | The Resource Group (Client: United Energy)

Feb 2017 - Nov 2021 | Karachi, Pakistan

  • Managed and mentored 8 support engineers, increasing team productivity by 25%.
  • Onboarded 5 international clients with a 100% success rate for deployment and campaign implementation.
  • Maintained 95% end-user satisfaction across enterprise application installation and maintenance cycles.
  • Improved report performance by 25% through targeted T-SQL optimization for high-priority workloads.

Database Developer | Evergreen Pharma

Jun 2016 - Jan 2017 | Karachi, Pakistan

  • Developed 50+ custom queries and reduced query execution time by 30% using tuning and indexing strategies.
  • Improved retrieval efficiency by 40% and resolved 100+ bottlenecks using SQL Profiler analysis.
  • Supported 2,000+ daily users with 99.9% system uptime across database and application services.

Selected Projects

Nexthink Enterprise Rollout and Experience Monitoring

Led platform deployment, endpoint integration, and baseline monitoring model to proactively detect digital experience degradation and reduce repeated support incidents.

Tech stack: Nexthink, M365, Intune, Entra ID, Service Operations

SQL Automation for Client Onboarding

Designed and implemented optimized SQL data import scripts for onboarding workflows, reducing processing time by 95% and improving operational readiness for new customers.

Tech stack: MS SQL Server, T-SQL, Freshdesk, Reporting Pipelines

Autopilot Device Provisioning Program

Evaluated and implemented Lenovo Autopilot onboarding workflows to standardize endpoint provisioning, shorten setup timelines, and improve first-day productivity for end users.

Tech stack: Lenovo Autopilot, Microsoft Intune, Endpoint Policies

Aria AI Agent Service Operations Integration

Coordinated vendor onboarding, process mapping, and support enablement for Aria AI Agent integration, helping streamline repetitive service desk tasks and improve ticket handling consistency.

Tech stack: Aria AI Agent, ITSM Workflow Design, Vendor Collaboration

Power BI Data Quality and Dashboard Enablement

Partnered with BI teams to cleanse, validate, and reconcile source data for executive dashboards, improving confidence in analytics and operational decision quality.

Tech stack: Power BI, Power Query, SQL Server, Data Validation

Defect Governance and Backlog Reduction Program

Established bi-weekly defect governance with business stakeholders and engineering teams, reducing unresolved backlog by 40% and improving support transparency.

Tech stack: Freshdesk, Jira, SQL Diagnostics, Stakeholder Reviews

Stored Procedure Optimization for Business Reporting

Replaced heavy inline SQL queries with optimized stored procedures to improve report responsiveness and reliability for business-critical reporting cycles.

Tech stack: MS SQL Server, T-SQL, Stored Procedures, SQL Profiler

Education

MBA in Project Management

Karachi Institute of Economics and Technology | Karachi, Pakistan

Bachelor of Computer Science

Iqra University | Karachi, Pakistan

Certifications and Professional Development

Verification profile: linkedin.com/in/riz1-maqsood

Certified Nexthink Professional certificate

Nexthink Professional

GitLab Certified Git Associate certificate

GitLab Git Associate

ManageEngine UEMS Associate Level certificate

ManageEngine UEMS

MySQL Data Analysis certificate

MySQL Data Analysis

LinkedIn Recommendations

Recommendations from former colleagues and managers.

Aamir Farooq

Senior Software Engineer | March 2024

Rizwan consistently solved complex problems with practical and clear solutions. His analytical mindset and communication with teams and stakeholders made issue resolution fast and reliable.

Nigar Iqbal

Sr. QA Engineer, Contour Software | February 2024

During support operations at CAKE, Rizwan demonstrated strong expertise in SQL, C#, and JavaScript, quickly diagnosing complex issues while maintaining close collaboration with R&D teams.

Andrew Chen

Data Engineering and AI/ML Leader | February 2024

Andrew hired Rizwan for support engineering and highlighted his ownership in troubleshooting data, configuration, and code-level issues. He also recognized Rizwan's mentoring and promotion to senior level.

Rajul Islam

Manager, Technical Support at CAKE | February 2024

Rizwan was recognized as a highly motivated team player with strong communication and dependable execution quality, making him a valuable asset for support-focused organizations.

Sufian Nasir

Managing IT Services | February 2024

Sufian recommended Rizwan for his responsibility, professional ownership, and commitment to completing assigned tasks at a high standard.

Key Achievements