Sudeshna Ghosh

Redmond, WA 425-***-**** adi92x@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/sudeshna-ghosh-b59ba125 Work Experience

Program Manager - Microsoft (Consultant) 2016 -2020 Windows Servicing and Delivery (OS)

Cross functional collaboration with Global Customers (OEMs, AVs, Enterprise, Educational institutes) by prioritizing relationships via contracts for recruiting new and existing partners(customers). Increasing the customer base by 20% EOY 2016.

Collaborated with various product teams across Microsoft to provide appropriate test scenarios/cases(Specs) to our partners/customers.

Worked closely with other PMs and Engineering to make sure product concepts are adequately transitioned into requirements.

Redesigned the cadence for the distribution Channel for Security Updates(code push) to the customers by understanding specific customer requirements and reduced Churn rate by 70%. Saving Microsoft ~$20M from PR.

Owned the Production Issue Management(Bug) structure and provided full visibility of the program schedule, progress, and potential roadblocks to key stakeholders. Increased average monthly feedback by 42% in the first 6 months of owning the bug structure.

Drove complex release cycles each sprint. Drove initiatives to own and maintain the File Manifest

(Powershell script) to ensure customers have the required specs before testing the Security Updates. Earned customer Reliabilty and Trust.

Project Manager- Microsoft (Consultant) 2014 -2015 Scrum/Agile Methodology

Actively followed Agile Methodologies so that effective sprints can be planned to meet project goals. Drove retrospective meeting.

Efficiently coordinated and acted as Point of contact for the teams which were geographically distributed, representing them in daily/weekly scrum meetings and ensure their requirements are well understood/met.

Time being the essence of my work practices, prioritized preparation of Procurement documents, bid requests and quotes and completed it in timely fashion.

Created weekly reports "Burn Down reports" to ensure proper tracking and correct prioritization of the sprints to meet project goals.

Ensured that both the product scope and project scope were addressed in the vendor's contract. Specialist -HCL Technologies (DowJones) 2012 -2014 Incident Management, LOBs WSJ, MarketWatch, Factiva

Acted as the Point of contact responsible to restore the normal service operation as quickly as possible and to minimize the impact on business operations, ensuring the best possible levels of service quality and availability was maintained following ITIL best practices adhering to the client service-level agreements.

Acted as a focal point within the enterprise for all escalation and communication activities for outages and downtimes related to the Business Applications and Infrastructure.

Ensured that service recovery was handled expeditiously, and that systematic issues and problems are addressed proactively and were communicated to 1

senior management and executive levels for awareness and prioritization.

Drove the bridges and coordinated with multiple teams. Provided technical direction and coordination to the resolver groups.

Worked on more than 5000 Windows and Unix servers. Troubleshooting issues using Linux scripting.

Prepared detailed RCA documents and rotating it around all teams. Skills Summary

Core Competencies: Product life cycle management, Program Managent, Project Management,Problem/Incident Management, Release Management, Agile Methodology, SDLC, ITIL Best Practices, Customer experience oriented, Data-Driven approach, Manage Stakeholders, Strategic Mindset, Action oriented, Ambiguity management, Complexity management, Cross functional team collaboration, Strong communication and collaborative skills.

Technology: Microsoft office, Jira, Power BI, Confluence, Slack, MS Forms,PowerShell, Visual Studio, BMC Remedy, EMC SMARTS, Splunk

Achievements

Awarded with the R & R Certificate for best performer at HCL

Rated the Outstanding performer.

Recognized and awarded with the Shining star award for my consistent performance. Education

B.Tech (Electrical Engineering) 2010, Rajasthan Technical University. 2006- 2010 GPA 7.1

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