Summary
Overview
Work History
Education
Skills
Certification
Timeline
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SUGANYA Anand

Sammamish,WA

Summary

Results-driven Program Manager with a proven track record of successfully leading projects at top companies like AT&T, T-Mobile, and Microsoft. Collaborated with cross-functional teams to develop product roadmaps and strategies that resulted in increased adoption rates and revenue growth. Skilled in customer pipeline management, driving conversions through data analytics expertise in Excel, PowerBI, and Tableau. Proficient in mobile OS testing and experienced in launching SaaS products from inception to launch. Well-versed in CRM and ERP applications, with international experience managing diverse teams across different cultures.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Senior Technical Program Manager

Microsoft Corp
09.2019 - 03.2025
  • The Self-Help Success team improved customer experience in the Azure Portal by utilizing advanced technologies and curating self-help content, resulting in higher customer self-service success and fewer support incidents for Microsoft.
  • Defined, monitored, and optimized Key Performance Indicators for Azure Commerce's Help and Support experience by implementing Natural Language Processing driven solutions to assist customers as soon as they enter the ‘Help and Support’ page, effectively deterring them from opening support tickets using.
  • Analyzed customer issue summaries to identify pain points and developed targeted solutions, improving customer deflection rates and reducing support incident rates by over 50%.
  • Designed requirements for an AI-driven tool and collaborated with engineering teams to implement AI-based solutions to analyze customer support tickets and implemented solutions, defining inputs, outputs, granularity, and insight generation. Automated case reviews, saving 7-10 hours weekly by processing 200+ cases in seconds with actionable insights.
  • Guide cross-functional partnerships amongst teams through the development of problem statements, frameworks, and methodologies to address crucial business, customer, or market opportunities.
  • Developed Power BI dashboards to monitor Key Performance Indicators, enabling granular analysis of drivers and blockers. Streamlined reporting for quick insights and enhanced decision-making for leadership. Developed scalable processes, tools, and systems for reliable data modeling, analysis, and experimentation.
  • Developed and maintained documentation for team processes, improving organization and workflow.
  • Conducted training for the partner teams and
  • Identified new product feature ideas through customer case reviews, created detailed requirement documents, and collaborated with product and engineering teams to drive development.
  • Delivered insights and learnings to stakeholders and executives, fostered accountability, and led monthly and quarterly reporting with data storytelling and visualization to support business insights.
  • Conducted thorough post-mortem analyses following project completions, identifying areas of improvement for future initiatives systematically.

Program Manager

Microsoft Corp (Aim Consulting)
09.2018 - 08.2019
  • Product: Modern Azure Offers and Commercial Marketplace
  • Modern Azure Offers transform service/meter complexity into human understandable business intent and allow creation of higher value bundles by business. Modern Marketplace enables easy search, discovery and transaction of first party and 3rd party apps by customers and partners.
  • Responsibilities:
  • Coordinated and collaborated with Azure Portal Engineering, business and leadership teams to drive the launch of Azure Marketplace Gen 2
  • Created business processes to ensure the business requirements are aligned with cross groups for improved and effective collaboration.
  • Prepared key test scenarios and deliverable as identified in Azure Ops project launch methodology for specific assigned projects, including Securing required reviews and approvals
  • Prepared business transaction flow documentation and related controls assessment, including identification and design of new business workflows.
  • Trained the Azure Ops team of new business transactions, customer determinations and processes.
  • Participated in all design sessions with the engineering teams.
  • Performed user acceptance testing, including reconciliation, issue identifications, recording, troubleshooting, escalation and resolution.
  • Prepared launch go/no go documentation and coordinated gathering approvals for launch.
  • Performed post launch/post production support activities, including troubleshooting, trouble ticketing.
  • Provided feedback/improvements to the current project methodology.
  • Escalated, as needed, for assistance in resolving issues that arise during execution of assigned projects.

Product Manager

Zupersoft Solutions
07.2016 - 08.2018
  • Product: Zuper
  • Zuper is an all in one productivity suite for managing business operations and field service. Zuper is innovating in the area of field service management and providing organizations an end to end platform to digitize operations, manage and operationalize field service.
  • Responsibilities:
  • Collaborated with the founding team to drive capabilities of the platform
  • Interviewed customers, identified patterns, formulated hypothesis and transformed requirements into rich product capabilities
  • Created and managed the customer pipeline. Defined the customer funnel and drive conversion of customers from the top to the bottom of the funnel
  • Created the culture of build measure learn and repeat by analyzing data and insights to determine the customer usage patterns and success of features delivered by the team
  • Evangelized the product with SMB, Enterprise customers & Partners to drive adoption
  • Partnered with the product management, engineering and the leadership team to create the overall test framework to improve the quality and efficiency of the product.
  • Worked with the test team and participated hands-on in manual and automated testing efforts of the web and mobile application.
  • Created a framework and process for bug reporting, bug triaging and drove the ship room with the leadership team.
  • Drove the API (application programmatic interface) testing to ensure the interfaces met the expectations for functionality, reliability, performance and security.
  • Involved in Ad-Hoc testing, End to End testing, User Acceptance testing, Security testing and post deployment sanity testing in production environment.
  • Developed product documentation to communicate upcoming features and products to internal teams.

Lead UAT Analyst

T-Mobile
02.2016 - 05.2016
  • Worked on the Customer Acceptance Test team for various projects.
  • Lead testing efforts for T-Mobile data plans and their back-end services.
  • Track requirements, created test plans, test cases and report and track the bugs using HP ALM

Lead - Quality Analyst

Microsoft Corp, HCL Tech
08.2015 - 12.2015
  • Xbox Digital Marketing - Hardware.
  • Reviewing the Customer requirements, Functional documents and Redline documents and did test planning and estimation.
  • Writing test cases based on the requirements and running manual test for the application both in Web interface and in mobile device.
  • Web interface includes cross browser testing and multiple OS testing and responsiveness testing in multiple browsers.
  • Device testing includes iPad, iPhones, Android phones, Android tablets, Win Mobile and surface.
  • Report and track the bugs using TFS.
  • Assign tasks to other testers and send end of day QA reports to PM and the whole team.
  • Work closely with developers to troubleshoot issues and PM's on bug triaging and ensure that high priority issues get fixed.
  • Involved in Regression testing against new builds and functional testing, Ad-Hoc testing, End to End testing, User Acceptance testing, post deployment sanity testing in production environment.
  • UI testing and redline testing, localization testing.

Sr. Quality Analyst

AT&T
09.2006 - 08.2013
  • Reviewing the Customer requirements and Operational requirements and participated in test planning.
  • Writing test cases based on the requirements.
  • Running manual test for the application both in Web interface and in mobile device( Android/IOS/Windows OS).
  • Track requirements, created test plans, test cases and report and track the bugs using HP Quality Centre/ALM.
  • Work with developers to troubleshoot issues.
  • Work with the development team and PM's on bug triaging and ensure that the high priority issues get fixed.
  • Involved in maintenance and improvement of existing test cases.
  • Involved in Regression testing against new builds and functional testing, Ad-Hoc testing, End to End testing, User Acceptance testing, post deployment sanity testing in production environment.
  • Handled multiple projects and multiple releases in the same time.
  • Provided continued maintenance and development of bug fixes and patch sets for existing mobile and web applications.

QA-IT Analyst

Safeco Insurance
03.2006 - 06.2006
  • Personal Policy Systems Test Creation of new policies, test renewal, endorsement, re-instate of personal and home policies.
  • Involved in writing test cases for various functionalities of application.
  • Bug finding and bug analysis.

Software Tester

Microsoft Corp
11.2005 - 02.2006
  • Involved in writing test cases for various functionalities of application and carrying out Test passes.
  • Fired SQL queries to ensure database integrity.
  • Bug finding and bug analysis.
  • Improvising test passes and closing test holes.

Education

Bachelor of Science -

Bapuji Institute of Engineering Technology (Visveswaraiah Technological University)
01.2004

Skills

  • Product/Project Management
  • Agile/Waterfall Methodologies
  • Quality Assurance
  • Power BI
  • REST API including Postman
  • Android/IOS/Windows OS mobility
  • CRM and ERP
  • Excel including Power Pivot
  • Test Plan/ Test Case development
  • SQL queries
  • Reporting
  • VSTS/HP ALM

Certification

Business Intelligence: Techniques for Decision Making from University of Washington, 2016

Timeline

Senior Technical Program Manager

Microsoft Corp
09.2019 - 03.2025

Program Manager

Microsoft Corp (Aim Consulting)
09.2018 - 08.2019

Product Manager

Zupersoft Solutions
07.2016 - 08.2018

Lead UAT Analyst

T-Mobile
02.2016 - 05.2016

Lead - Quality Analyst

Microsoft Corp, HCL Tech
08.2015 - 12.2015

Sr. Quality Analyst

AT&T
09.2006 - 08.2013

QA-IT Analyst

Safeco Insurance
03.2006 - 06.2006

Software Tester

Microsoft Corp
11.2005 - 02.2006

Bachelor of Science -

Bapuji Institute of Engineering Technology (Visveswaraiah Technological University)

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SUGANYA Anand