Muhammad Sarmad R.

Why Sarmad? As a young professional with a diversified experience and educational background, I bring over a decade of expertise in technical support and quality assurance. My career has been defined by providing efficient, user-focused solutions and ensuring the delivery of high-quality software and services for various organizations. Recently, I earned the Upwork Skill Certification in Customer Service, further validating my ability to assist customers and deliver exceptional support. Key Strengths: Technical Support Expertise Assisting customers with software and service-related inquiries and delivering feasible solutions. Communicating troubleshooting steps professionally and promptly. Creating knowledge base articles to document FAQs and common issues for swift client assistance. Managing multiple cases effectively, ensuring timely resolution across diverse communication channels. Conducting in-depth research across databases and forums to resolve complex technical challenges. Replicating customer-reported issues on personal systems or cloud resources for accurate analysis. Supporting end-users and network administrators via phone and email. Leading teams across international borders to meet organizational objectives. Quality Assurance Excellence Building comprehensive test suites from scratch. Writing functional and non-functional test cases to meet diverse testing requirements. Conducting testing on multiple platforms, including Windows, Linux, MacOS, mobile devices, and emulators. Proficient in automation testing using Selenium. Experienced in functional, regression, compatibility, acceptance, and end-to-end testing. IT Proficiency Advanced knowledge of server administration, networking protocols (TCP/IP, DNS, RDP, SSH), and web services (HTTP/HTTPS). Expertise in server environments including Microsoft Windows Server, Linux, FreeBSD, and MacOS. Skilled in database management (MySQL, PostgreSQL, Microsoft SQL Server) and cloud computing platforms (AWS, Azure, DigitalOcean). Proficient in project management and ticketing tools, including Jira, Asana, Zendesk, Freshdesk, and Salesforce. Experienced in VOIP systems (RingCentral, InContact) and Google Workspace. Professional Experience: Idera – Technical Support Engineer Anaconda – QA Lead Wise Systems – QA Lead Plottr – QA and Technical Support Through my combination of technical expertise, QA proficiency, and dedication to customer satisfaction, I am confident in my ability to make a meaningful contribution to your organization. My hands-on experience and versatile skill set ensure I can adapt to new challenges and drive exceptional results.