Muhammed Rayyan
Lahore
**Professional Bio:**
Muhammed Rayyan is an accomplished Technical Support Engineer with Upwork Inc., based in Dubai, UAE. With a robust background spanning over a decade in technical support, product support management, and quality assurance, Muhammed has consistently demonstrated a strong ability to deliver exceptional customer service and effectively resolve complex technical issues.
In his current role at Upwork, Muhammed excels in providing advanced technical support, managing escalated issues, and leveraging tools such as JIRA, Confluence, and various debugging tools to diagnose and resolve technical problems. His proficiency in creating detailed bug reports and collaborating with cross-functional teams, including developers, product managers, and QA teams, ensures a high level of productivity and quality support.
Previously, as a Product Support Manager at Viaesys Inc. in New Dundee, Ontario, Canada, Muhammed was instrumental in driving support procedures to meet business needs and customer SLAs. He maintained support methodologies, partnered with development teams to streamline processes, and oversaw the resolution of complex technical issues. His role also involved product testing, preparing presentations, conducting product demos, and creating user manuals and tutorials.
At Aim Solutions, Muhammed served as a Program Manager, where he played a key role in developing and executing manual test cases for software solutions, managing quality assurance activities, and mentoring junior QA analysts. His tenure at MindBridge Pvt. LTD as a Senior Customer Service Representative further solidified his expertise in handling escalated customer inquiries, training junior representatives, and improving customer service processes.
Muhammed holds a Bachelor's degree in Computer Science from PIMSAT and a High School Diploma in Commerce from Punjab College. He is multilingual, fluent in English, Spanish, Arabic, Urdu, and Punjabi. His certifications include "Understanding and Supporting LGBTQ+ Employees," "AWS Certified Cloud Practitioner (CLF-C01) Exam Preparation," and "Creating API Documentation." Muhammed's dedication to continuous learning, professional growth, and delivering outstanding customer service makes him a valuable asset in the technical support field.