Ray Rahat

AI-Powered Ticket Classification & Triage Automation

• Automated the triage process for ~6,000 monthly IT support tickets using an AI-driven classification pipeline, significantly reducing the need for manual QA and support staff intervention.
• Extracted raw ticket data from Google BigQuery and preprocessed it for downstream analysis.
• Developed a custom summarization and classification workflow using OpenAI’s LLMs via LangChain and LangGraph to determine whether each issue was a system bug or user error.
• Integrated outputs with Datadog for real-time operational monitoring—tracking bug frequency, affected user count, and recurring issue trends.
• Automatically created Jira tickets for verified bugs, enabling faster developer response and tighter feedback loops.
• Built the entire pipeline using Python, leveraging the OpenAI API for LLM interaction and LangChain for orchestration.

• Created UI & API Automation Framework using Playwright/JavaScript
• Created Visual Regression Testing using AI (OpenAI API) -saved the company roughly £60k -they were planning to use Apitools
• Created Performance Testing Framework - using K6
• Created Helper functions that use API requests for UI tests
• Implemented best practice for Framework Design Pattern involving inheritance and abstraction for multiple languages
• Configured CI/CD Pipeline to run as a kron job and runs on code merges
• Test Report Notifications from pipeline will show results on MS Teams and Testrail and Azure DevOps
• Mentored Junior QA engineers to automate and upskill

• Implemented shift left testing with a TDD approach for our QA process
• Created CSharp api framework using Playwright- ran various tests from previous cypress framework
• Wrote YAML files to run the automation as part of the CI/CD pipeline - configured to store artifacts on S3 Bucket as well as the implementation of GithubActions Triggers to run Automation Suites because of separate repositories
• Created UI Automation Framework using Cypress and completed all of the happy paths which boasts 250 test cases
• Created API Automation Framework using Cypress and implemented the Integration Tests which now has over 700 test cases
• Created Performance Testing Framework using K6- which can now simulate 1000 virtual users for Load/Stress/Spike testing
• Successful migration to Kubernetes from EC2
• Mentored Senior and Junior QA's to learn and utilise our automation framework
• Carry out Line Management Duties for the QA's and help them successfully achieve their goal in terms of learning and being an excellent team members for their teams.
• Developed and executed comprehensive test strategies for different squads
• Managed test planning, resource allocation, and test case design for multiple projects
• Have regular weekly meetings with C-Level Executives to discuss the performance and quality of our product

• Created Kubernetes Clusters for Test Automation using TestKube which was then pulling the test cases as part of the CI/CD pipeline

• Created brand new UI Automation Framework from scratch using JS and Cypress

• API automation with CSharp And RestSharp
  

• Mentoring and teaching junior members on how to use Cypress

• Built a Bitbucket Pipeline to run for every pull request and connecting both the separate repositories

• Successfully completed my tasks for UI and API automation – both have been brought to current sprint level

• Set up framework and introduced Percy for visual testing

• Maintained, debugged and optimized automation framework.

• API automation with Postman and Newman

• Set up a Test Management suite for manual testing and coach the best practices

• As a new Backend Platform Project for Napster- I created its brandnew Automation Framework in Java, BDD, Cucumber

• Automation of the API using Java with Rest Assured

• Created brand new UI Automation Framework from scratch using JSand Cypress

• Setting up QA processes for the new team and best practices

• Taking ownership of the full QA pipeline- Dividing and managing my own time between manual testing and writing automation test.

• Collaborate/create/understand/flesh out the tickets with the PO/BA/DEV which in turn gives a better scope for me when writing out the test cases. This in turn helps out with sprint planning and providing better estimates as a team during how many tickets we can take and what our average velocity for each sprint looks like.

• Working closely with Developers for changes required and troubleshooting of the bugs found.

• Managing expectation for stakeholders, taking ownership of delivery

• Working remotely, and managing QA teams across UK, Croatia, and USA.
• Provide QA Sign-Off and approval on iOS code releases. Draft and maintain internal QA documentation on QA tools and best practices.
• Mentor and onboard junior-level QA Engineers.
• Design test strategy for existing and new features
• Using breakpoints for destructive testing, network throttling
• SSL debugging – allowing decryption of encrypted data to review/troubleshoot the transmitted content.
• Build automation Strategy in adherence to a well balanced test pyramid and drive improvements to app performance, usability and hardware/software compatibility
• Drive incident prioritization and work cross-functionally with engineering/design
• Write and maintain automated test procedures using Swift and XCUI
• Work hand in hand with Design, PM team and engineering teams to ensure quality feature delivery
• Participate in release processes for the entire company
• Work closely with Customer Operations, Localization, and other internal teams to triage incidents and drive resolution when necessary
• Provide technical support to internal team members
• Host and manage internal company test sessions
• Test video streaming for live shows during air/and pre-rehearsals

Festicket(NFC/RFID apps for transactions) The company pioneers in events and festivals.

• I test their backend as well as frontend, for compatibility, bugs, UI and their mobile app. Which is Cashless, Cahsless is an easyway for the clients of festicket to enjoy the event; Cashless POS(point of sales) solution lets client load credit onto branded RFID wristbands to pay for drinks, food and merchandise with a quick tap.
• Overseen two events that have both achieved more than 80k transactions in one week, across 3 different NFC devices.
• Test using the MIFARE tags with NFC devices for transactions, balance, customer refunds.
• Maintain, create test coverage, for each new version of the apps released for the different types of NFC devices and different events.
• Test their event management portal to see backend compatibility.
• Exploratory testing, for potential problems via transaction without/poor internet connection.

• Set up BDD for SDLC.
• Set up test tools and tests to be used for the company and best practices.
• API Testing using Postman.
• Exploratory testing( there are so many tests that can be mentioned here, but it would be very lengthy).
• Troubleshoot/Triaging bugs/reproducing bugs reported by clients across various devices( iOS and Android).
• Creating (regression and brand new feature suits).
• Liaising on release builds with developers to ensure timely fixes for prioritised bugs, with weekly bug meeting with the Senior iOS and Senior Android devs

• In charge of the QA process, from writing test cases from Confluence to testing before releasing to the live market.
• Backend compatibility testing.
• UI testing across various devices on both platforms.
• Managing release builds, and test planning time on dev-builds bug fixes.
• Reproducing bugs on test environment from production environment with creating same scenarios as live User.
• Testing on both platforms for IOS and Android.
• Leading the liaising with QA/Dev's across Europe.

• Working as Test Analyst delivering cutting edge mobile apps for both clients and the company itself, supporting delivery of projects throughout the software development life cycle.
• Writing and executing test scripts/ test cases.
• Exploratory testing of applications.
• Management of client expectations as well as the product owner.
• Raising defects using JIRA