Git, Jira
Trisha Chowdhury
Product/Project/Partner Management
Bangalure,KA
Summary
Driven and dedicated professional committed to continuous growth and development in their career. Passionate about contributing to the success of the organization by leveraging their skills and expertise. Proactively seeks opportunities to implement best practices and drive growth, ensuring the organization remains at the forefront of industry trends. Committed to delivering exceptional results and making a positive impact on the organization\'s overall success.
Overview
2025
2025
years of professional experience
1998
1998
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Senior Advisor, Product Management – IT
Dell International Services
5 2019 - Current
- Certified Scrum Product Owner Professional and Scrum specialist in Product Management & Project Management
- Excellence in product lifecycle activities including Business Requirement Document (BRD) & Software Requirements Specification (SRS/ FSD) preparation, design management, market analysis, challenges, control & resolution, KPI management, cost management and other cross-functional activities
- Experienced in managerial activities entailing rendering semi-technical leadership & guidance to the team, planning, scheduling tasks, holding discussions with different functions & management for reviews & analysis, project progress monitoring and delivery as per quality, time & budgetary norms including interfacing with stakeholders
- Leading development of web-based and mobile applications for building SaaS Product from scratch
- Rich experience in process re-engineering (Setup entire Support process, Incident management for all Mobility apps, introduced Help module for all internal apps for better user experience) & streamlining; expertise in business process automation, improving efficiencies and reducing TATs to enhance customer experience
- Ensuring products met or exceeded client expectations
- Excelled at gathering feedback and requirements; communicating needed changes to development team; and overseeing seamless, high-quality rollouts
- Setup Customer Experience team from scratch
- Created a support model to support to all the products using ServiceNow (SNOW)
- Setup MIM process
- Streamlined incident management, creation of various dashboards to showcase progress and the impact to our customer CSAT ratings
- Created 4DX chart for Customer Experience
- Driven Mobility CSAT is at 100% for FY21 consistently
- Introducing Help module for all Apps to ensure we give direct option to our users to raise any incident with SNOW without accessing SNOW portal
- Along with-it user can send feedback to us and even rate our apps in WS1 platform
- Initiated marketing of our apps by attending various IT open door, multiple discussion with TMX team to publish our apps in their Team Members essentials & Team Members manager forums, ERG connect to represent Mobility
- These strategies have helped us in growing our Adoption from ~22K userbase to ~80K+ which is quite significant
- POMA review has been added as another feather in my cap
- The knowledge I gained in terms of building a product and understand the Roadmap with success metrics and business outcome/gain is something great
- A continuous growth has been shown in each review that has been performed
- It's an achievement
- I have become a POMA champion
- A continuous health check/hygiene testing for all apps has been initiated which is to ensure basic authentication along with features are working fine
- Established strong partnerships with key stakeholders through consistent communication and collaboration efforts, promoting mutual success.
- Enhanced client relationships by providing strategic advice and guidance on industry trends and best practices.
- Created business plan and identified target customers by interacting on phone and in person, handling basic inquiries, and providing quotes.
- Increased team efficiency with regular training sessions and performance reviews, leading to higher productivity levels.
- Evaluated customer needs and feedback to drive product and service improvements.
- Created and managed project plans, timelines and budgets.
- Maintained database systems to track and analyze operational data.
Sr Analyst, Project/Prog Mgmt
Dell International Services
02.2015 - 05.2019
- Responsible to drive major metrics (CE, RDR, 1st ETA, P2C) for partner
- Interacting with cross functional teams to support DSP partner to achieve their goal
- Managing all operational issues for PAN India
- Driving daily Open call backlog for India
- Regular interlock with partners on Training /governance/Audit
- Started to be part of Tech Support Consumer & Commercial Interlocks to discuss
- Managed operation for HCL for 2 months
- Taken initiative to drive OCB during monsoon with all DSP
- SPOC for FIP(BIOS capture) process, helped setup the process and communicate the entire details to partner, consolidate daily FIP data and end of the month share the data with Alliance Managers
- Driven Weekly interlock on FIP with partners to discuss the challenges and how to drive this process effectively
- Initiated Tech Direct governance call for all partners to understand the challenges that engineers are facing on site and to drive adherence and RDR
- Was India SPOC for FTC, where I have driven FTC DSP wise and ensured we are achieving goal by providing timely feedback to partners along with action plans
- Managing PAN India DSP coverage for GSCV
- SPOC for call movement and assignment failure issues
- Part of Zonal optimization plan for PAN India
- Managed Training Inventory for all partners
- Managed Wipro SnP billing
- SPOC for GDF Communication
- India SPOC for FTC, where I have driven FTC DSP wise and ensured we are achieving goal by providing timely feedback to partners along with action plans
- Managing PAN India DSP coverage for GSCV
- SPOC for call movement and assignment failure issues
- Taken up initiatives to drive Labor calls project with all partners
- Was assisting team while launching Reverse app project (Etracker app.)
- Weekly call with partners to check their readiness on this project, to solve issues related to mobile app, tech id issues, usages issues, audited engineers knowledge on this project
- SPOC for India Float (Outstanding)
- With regular follow up and continues drive with partners has helped to reduce overall outstanding for India
- Driven critical part collection for all partners
- SPOC for APJ internal ISO 9001 audit
- Nominated for APJ Talent Hunt Program called Unneti II
EMEA Enterprise Dispatcher
Dell International Services
10.2014 - 01.2015
- Responsible for screening & queuing Dispatches/Service Calls processed by Enterprise Engineers for servers, storage, switches, routers, blades etc
- Scrubbing RDR hits on weekly basis to deep dive & identify Root cause of Repeat Visits
- Own the responsibility of driving RDR (Repeat Dispatch Rate), PPD (Parts Per Dispatch), MVPD (Multi-Vendor Part Dispatch), FTC (Fixed to Commit) etc., at departmental level
- Assists Enterprise Engineers in consultations, diagnosing problems and provide resolutions for technical and service issues
- Uses troubleshooting techniques and tools to identify products that are defective and follows guidelines in issuing service calls/contacts
- Advises/educates Enterprise Engineers within procedural guidelines to ensure a complete solution to their technical or service questions
- Monitors and Tracks issues periodically to ensure accurate resolution focused towards reducing cost
- Remains knowledgeable of Dell’s product line, current industry products and technologies
- Focuses on delivering a positive customer experience according to Dell standards
- Reviews and distributes pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.)
- Own & drive CLCA activities focused to reduce cost in the WCM space
Enterprise Technical Support Analyst
Dell International Services
06.2013 - 10.2014
- Providing Technical Solution for Large Enterprise and Public Key Accounts IT Engineers (Hardware and Software) to EMEA region
- Providing support for Rack and Tower servers, TBUs and storage boxes
- Resolving issues related to server hardwares, operating systems and other enterprise applications
- Troubleshooting on RAID, SAS, Video Card – SLI Technology, SCSI, No Post/No Power/No Video/Performance Issues
- Technical Account Manager Involvement for Severity and Mission Critical cases
- Familiar with Test equipment: DSET, CMC Logs, ITDT, RACDUMPS, VMbundle analyzers
- Proficient with BIOS and Firmware Upgrade for Servers
- VMware ESXi 5.1, Windows Server 2012, 2008, 2003, Win2K, NT Server, Windows 7, Windows 8, XP, Win9X, DOS
- Burning Software: Roxio and Nero
- Nlite (Slip Stream Utility) for ISO Integration
- Dell Open Manager Server Administrator (Create / Migrate / Assign Global Hot Spare) on RAID (OS Level)
- VMware Workstation (Virtual Machine) - OS Installation usage and troubleshooting
- DPACK: Dell Performance Analysis Collection Kit usage and troubleshooting
- Dell Life Cycle Controller (Pre OS Boot Tool) usage and troubleshooting
- IDRAC ( Remote Access Card ) Controller Interface usage and troubleshooting such as assigning Virtual Media and Virtual Console for Remote OS Deployment
- Worked on Major Third Party Software environment such as Data Recovery Utility, Symantec Backup, McAfee Scan, Java Issues, NVidia Configuration, WinRAR, and WinZip usage
Technical support Analyst (Dispatcher)
Dell International Services
10.2010 - 06.2013
- Validating dispatch requests logged by technical support
- Supporting the technical queues troubleshooting for Vostro, Latitude, Optiplex, Projector & XPS systems
- Maintaining warranty cost metrics like RDR (Repeat Dispatch Rate), DR (Dispatch Rate), PPD (Parts per Dispatch)
- Driving FTC (Fix to commit) for complete Small and medium business (Bangalore site)
- Analyzing and publishing daily and weekly dispatch related data to control warranty cost
- Auditing calls
- Provide regular coaching and feedback to technicians for better performance
- Driving and coaching the team to solve technical issues on the first call
- Preparing score card for respective teams
- Conducting dispatch related training for new hire and refresher training for tenured technicians
- Driving the teams CE (customer experience) & FCR (first call resolution) scores
- Attending weekly Conference call to discuss about RDR (Repeat dispatch rate), Diagnostics, Vitality (training), PPD (Parts per dispatch), CND (Cannot duplicate), RNU
- Regular interlock with service and logistics provider teams, providing them with the necessary feedback related to the errors caused due to WPB (Wrong part in box), Dsp fault (onsite technician’s fault), DOA (Dead on arrival) etc
Technical Support Associate
Dell International Services
07.2008 - 10.2010
- Providing technical support to Public, Large account and SMB customers
- Supported product lines: Business desktops & laptops and projectors
- Resolving issues related to Hardware, Operating systems and all other software provided by Dell
- Generating revenue by up selling warranty services and spare parts
- Scrubbing the open case logs for the team
Technical Support
HP
12.2007 - 06.2008
- Providing Technical support to HP’s customers for Desktops
- Providing technical support to customers from North America for software related issues
- Generating revenue by up selling various softwares support, charging customers per incidence, also selling new computer
- Resolving issues related to Operating system (XP and Vista), virus, MS Office and all other software provided by Dell
- Maintaining customer experience at 80% and above
- Replying to customer queries both via mail and voice
Technical Support
Transworks (Aditya Birla Minacs)
05.2006 - 11.2007
- Providing Level 2++ Technical support to Intel customers for Desktops
- Taking escalations for depot and customer induced damage related issues
- Replying to customer queries both via mail and voice
- Analyzing and maintaining weekly and monthly performance for the entire operations
Education
WBBSE -
WBCHSC - undefined
BCA - undefined
IGNOU
Skills
Product strategy
Personal Information
- Father's Name: Mr. A. N. Dey
- Date of Birth: 10/03/81
- Nationality: Indian
- Marital Status: Married
Accomplishments
- Reduced contact by 33% by developing application for Password management for the organization.
- Increased Employee satisfaction score to 100% for all applications build by our team
- Grown Adoption of our applications from ~22K user to ~80K+
- Awarded with Dell’s stocks
- Received Inspire Bravo Award FY21Q1
- Received Gold Award for FY18-Q4 for Winning together culture and delivering Global Best in class results
- Received Bronze Award for FY18-Q1 for Managing Float & RMA for PAN India
- Received Dell champion Award for FY17
Software
Certification
CSM
Timeline
PMP(Ongoing)
12-2024
CSM
06-2020
Sr Analyst, Project/Prog Mgmt
Dell International Services
02.2015 - 05.2019
EMEA Enterprise Dispatcher
Dell International Services
10.2014 - 01.2015
Enterprise Technical Support Analyst
Dell International Services
06.2013 - 10.2014
Technical support Analyst (Dispatcher)
Dell International Services
10.2010 - 06.2013
Technical Support Associate
Dell International Services
07.2008 - 10.2010
Technical Support
HP
12.2007 - 06.2008
Technical Support
Transworks (Aditya Birla Minacs)
05.2006 - 11.2007
WBCHSC - undefined
BCA - undefined
IGNOU
Senior Advisor, Product Management – IT
Dell International Services
5 2019 - Current
WBBSE -
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