Sathya Padmanabhan
Summary
Results-driven quality principal engineer at Dell Technologies specializing in transforming software-driven support systems through AI/ML-powered troubleshooting and workflow automation. Expertise in evolving platforms such as AnswerFlow, Digital Resolution, Boomi, and LLM-based agentic AI systems to deliver scalable support solutions. Proven ability to build data-driven frameworks and software IT platforms that facilitate next-generation AI-driven support transformations and enhance resolution outcomes.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Quality Principal Engineer
Dell Technologies
Bangalore
04.2023 - Current
- Leading next-gen AI/LLM-driven troubleshooting ecosystem, including Speech-to-Solution (STS) voice-based platform.
- Built agentic AI orchestration layer with Boomi & DTC for real-time decision execution and automation.
- Developed eNBA and LLM-driven analytics to convert unstructured data into insight-driven, context-aware resolutions.
- Driving ISG transformation and Neo4j-based AI systems, leveraging Celonis and cross-functional collaboration to optimize performance.
Project / Program Management Advisor
Dell Technologies
Bangalore
04.2019 - 10.2023
- Designed and implemented NBA frameworks in SFDC for guided, intelligent troubleshooting.
- Led Salesforce → Boomi transformation, building scalable, standardized flows across CSG and ISG.
- Integrated Boomi, NBA, and DTC ecosystem, improving automation, resolution quality, and efficiency.
Project / Program Management Sr. Analyst
Dell Technologies
Bangalore
01.2017 - 04.2019
- Led transition from AnswerFlow to Digital Resolution (DR) with ML-driven enhancements.
- Enabled Smart Assist (SA) for intelligent agent guidance and improved troubleshooting accuracy.
- Drove evolution from rule-based systems to ML-assisted support frameworks.
Project / Program Management Analyst
Dell Technologies
Bangalore
04.2015 - 12.2017
- Developed AnswerFlow decision-tree workflows on Oracle KB platform.
- Built scalable flow libraries improving AHT, FCR, and RDR performance.
- Established foundation for enterprise knowledge-driven troubleshooting systems.
Enterprise Support Engineer
Dell Technologies
Bangalore
12.2012 - 04.2015
- Specialised in troubleshooting hardware/software issues, deploying operating systems, managing RAID configurations, and upgrading firmware to enhance system functionality.
- Provided advanced support for workstations and PowerEdge servers (iDRAC), ensuring optimal performance and reliability.
- Acted as Case Management Expert, extracting and analysing insights from RDR and case metrics to improve resolution processes.
Education
MBA - Data Science & Business Analytics
PES University
Bengaluru, KA01-2024
B.E - Computer Science
PES University
Bengaluru, KA01-2012
Skills
- AI/ML, LLMs & Agentic AI
- Boomi & SFDC Workflow Orchestration
- AnswerFlow, Digital Resolution & NBA
- Process Mining & Analytics (Celonis)
- Data Science (Python) & Graph AI (Neo4j)
- Voice AI & Enterprise Troubleshooting (CSG/ISG)
- Program Leadership & Cross-functional Execution
- Cross-functional collaboration
- Project management
- Data analytics
- Automation frameworks
Key Projects
Speech-to-Solution (STS), Agentic AI & eNBA Frameworks, Boomi & Digital Resolution Transformation, Neo4j Graph Intelligence, Celonis Process Optimization.
Certification
- Agentic AI Hackathon 2026 – Winner (India Innovation Forum)
- Parts Fraud Detection – DFSM Mobile App (Dell)
- Python for Machine Learning, Celonis (Process Mining & Analytics), PMI (Agile & Predictive PM)
Timeline
Quality Principal Engineer
Dell Technologies
04.2023 - Current
Project / Program Management Advisor
Dell Technologies
04.2019 - 10.2023
Project / Program Management Sr. Analyst
Dell Technologies
01.2017 - 04.2019
Project / Program Management Analyst
Dell Technologies
04.2015 - 12.2017
Enterprise Support Engineer
Dell Technologies
12.2012 - 04.2015
MBA - Data Science & Business Analytics
PES University
B.E - Computer Science
PES University