Role: Analyst (Temporary Engineering Assignment)

Timeline: Mid-2023 (6-month rotation)

Scope: Diagnostic tool optimization and algorithm audit

🎯Project Overview

Selected for critical cross-functional assignment with Dell's diagnostic engineering team to audit the Dell Tech Console (DTC) — the primary troubleshooting tool used by global support teams. Mission: identify logic flaws causing incorrect part recommendations that drove unnecessary warranty dispatches and inflated support costs.

🔧 Key Contributions

Diagnostic Algorithm Analysis

• Conducted comprehensive audit of DTC decision trees and diagnostic logic across 50+ hardware failure scenarios

• Analyzed historical dispatch data (SQL) to correlate DTC recommendations with actual failure resolutions

• Identified algorithm-level flaws contributing to 22% false positive rate in part replacement recommendations

Engineering Collaboration & Technical Documentation

• Partnered with software engineering team to diagnose root causes of logic errors and workflow gaps

• Documented evidence-based recommendations for logic corrections, escalation triggers, and decision tree refinements

• Developed test cases and validation criteria to ensure accuracy of updated diagnostic pathways

Stakeholder Communication & Change Management

• Presented findings to engineering leadership with quantified impact analysis and prioritized fix roadmap

• Supported rollout of tool updates through training materials and change communication to global support teams

• Established feedback mechanism to monitor post-deployment accuracy improvements

📈 Business Outcomes & Impact

✅ Reduced false dispatch recommendations by 22% through diagnostic logic optimization
✅ Improved tool accuracy, reducing cost per case and warranty expense
✅ Strengthened engineering-support collaboration through data-driven feedback loops
✅ Supported Dell's FY2023 cost-efficiency programs during operational restructuring period
✅ Recognized with Dell Excellence Award for process improvement impact

Tools: SQL • Excel • Power BI • Dell Tech Console • Jira
Methodologies: Algorithm Audit • Root Cause Analysis • Cross-functional Collaboration • Change Management