Rizwan Maqsood Email & Phone Number

Abu Dhabi Emirate, United Arab Emirates

Abu Dhabi Emirate, United Arab Emirates

-Delivered exceptional support to VIP users, ensuring their seamless experience with core applications.-Successfully resolved reporting-related issues within client applications, enhancing data accuracy and usability.-Proficiently identified and resolved application bugs, conducted thorough code testing, and seamlessly integrated updates into the Git version control system.-Effectively generated SQL scripts tailored to user requirements, retrieving data from the SQL Server database to meet specific needs.-Developed and maintained stored procedures, aligning them with evolving business requirements.Provided expert L2 and L3 support to end-users, managing and prioritizing inquiries through the Freshdesk queue.-Collaborated with application vendors to implement core changes, and played a pivotal role in creating comprehensive business requirement documents.

United States

> Serving the Support Engineering Team for SaaS performance marketing software that processes a high volume of transactions per month.> Optimizing stored-procedure queries using the Execution Query Plan tool on SSMS, rewriting redundant queries, & providing hints to use existing indexes> Implementation of features and bug-fixes in C#/ASP.NET & React framework supporting SOAP and REST API's.> Communicating defects, issues, or concerns with software in a clear and timely manner, both before, during, and after the development process.> Delivered a remarkable 90% resolution rate for the Fresh Desk backlog by swiftly addressing and resolving reported issues. Proficiently troubleshoot and rectified bugs associated with T-SQL, C#, and JavaScript, ensuring exceptional customer satisfaction.> Provided L3 and L4 support, demonstrating expertise in resolving critical issues reported by clients within the minimum ETA.> Developed an efficient SQL script that significantly reduced the time required for the new client data import process by an impressive 95%, resulting in enhanced efficiency and streamlined operations.> Scheduled bi-weekly stakeholder meetings to prioritize client-reported defects, create Jira tickets, andfacilitate effective resolution.> Supervise 3 junior software support engineers in team, overseeing their work and conducting code reviews for their pull requests.> Debug code for web portal UI, SOAP/REST APIs, and databases (T-SQL, Redshift), while also utilizeOpenSearch/Kibana logs to identify and resolve issues

Karāchi, Sindh, Pakistan

> Mentored and guided a team of 8 support engineers, fostering a collaborative and growth-oriented environment that led to a 25% increase in team productivity.> Achieved a remarkable 95% satisfaction rate in end-to-end Application installations, configurations, and maintenance, catering to the diverse needs of users across the organization.>Led efforts in promptly addressing user incidents, providing immediate fixes, and preparing detailed reports to document the incidents and resolutions, resulting in reduced downtime and increased user satisfaction.> Provided expert technical support, resolving complex issues related to software, .Net applications, SQL databases, and APIs.> Diagnosed and addressed application-related incidents to minimize downtime and enhance system performance.> Conducted root cause analysis to address recurring issues and prevent future occurrences. > Conduct UAT for the new feature implementation.> POC for onboarding 4 international clients, facilitating the smooth transition and successfulimplementation of campaign processes. Additionally, provided technical support to 7 international and 10 local clients campaign, supporting a total of 800 agents.> Minimized downtime by providing urgent support on tickets and acting as a mediator between various teams.> Manages AD, Wireless devices, and provided application-level support.> POC for 4 consecutive years, successfully leading and ensuring compliance with PCI audits.> I worked as a technical and application support analyst for United Energy Pakistan (formerly known as British Petroleum Pakistan) on the client side for 8 months. In this role, I provided support for databases, fulfilled user requests, and offered assistance with user applications. > Coordinated with cross-functional teams to implement new software releases, security patches, and system upgrades in a timely and efficient manner, minimizing downtime and disruptions for clients.

Pakistan

> Managing and troubleshooting various web-based applications and software systems.> Expertise in replacing failed hardware and addressing system problems.> Tracking system capacity metrics such as CPU, memory, and disk space.> Resolving client application issues using programming experience.> Communicating effectively with clients via email and phone.> Conducting routine audits of systems and software.> Installing, configuring, updating, and maintaining server software/hardware.> Managing and monitoring LAN/WAN network services.> Coordinating with clients to resolve application issues in a timely manner.> Collaborating with other technology departments (Networks, IPT Telephony, System Administration) to resolve server-level issues and expand knowledge of server technologies.> Managing and monitoring all installed systems and infrastructure.> Liaising with vendors and other IT personnel for effective problem resolution.> Working on a PCI audit infrastructure to maintain auditor floors.> Training new employees to excel in their roles.> Handling campaign issues using remote and physical support methods.

Karachi

> Looking after the IT Service Desk Operations at United Energy Pakistan (PVT) Ltd.> Engaging with junior IT Support engineers for technical resolution of Incidents.> Responsible for assuring users are provided efficient and timely first and second level support on a 7x24 basis and ensure all tickets are logged into the Ticketing system (ManageEngine) for proper tracking and closed accurately as per agreed Service/Operational Level Agreements (SLAs/OLAs).> Lead the IT Projects for OS updates to roll out and change IT Equipment’s organization Wide.> Administrating IT Helpdesk Tool ManageEngine ServiceDesk Plus Cloud and customized implement various fields Like Templates, SLA, Change Management & Asset Management etc.> Support the implementation of innovative solutions or applications.> Test, evaluate, and make decisions about modern technology for the business.> Handling Windows & Azure Active directory including workstations, User accounts for the group Management & Distribution list creation.

Lahore, Pakistan

> Installing and configuring database software for production, test, and development environments.> Providing comprehensive database support for SQL Server databases, ensuring optimal database integrity and availability.> Taking charge of monitoring, analyzing, and fine-tuning databases at both the system and application levels.> Developing databases for various applications in line with business requirements.> Utilizing Excel for data analysis and visualization purposes.> Troubleshoot web application issues and provided database support to ensure optimal functionality.> Created a dashboard using excel sheet in Power BI for management to analyze the data more efficiently

Master Of Business Administration - Mba, Project Management | It Management | Project Governance

Bachelor'S Degree, Computer Science