SD-01: Support Desk
Agents propose, code decides: a policy guard, a QA critic and an executor that re-checks its own limits.
Pratyush Singh
Technical PM //Reads the code,writes the spec
Computer science degree, three years of hardware-in-the-loop testing at Nokia, and prototypes built like production code. Move across the screen to see the system under the product.
3 builds
Operating specs
DegreeB.E. Computer Science
Testing3 yrs hardware-in-the-loop
Requirements150+ per release
Builds inPython, SQL, JavaScript
Selected work
Three independent builds. Each has working code, the documents a team would need, and the numbers from its own test runs.
StrideAI
An adaptive running coach, run as a full program: from charter and RAID log to a tested FastAPI service and an iOS companion. Rules make the call; the LLM only explains it.
Wearable ingestion, SQLite persistence, Docker, CI, a groundedness checker and a fallback when the LLM fails, covered by 171 tests.
| Automated tests | 171 |
| Architecture decision records | 5 |
| Tracked risks, with triggers | 7 |
| Critical-path dependencies | 5 |
| Baseline safety violations | 0 |
Support Desk
Agents that resolve support tickets end to end, refunds included. The model can only propose an action; plain code decides whether it happens.
Idempotent executor, defense in depth (the executor re-checks limits itself), bounded revision loop, per-step traces.
| Eval tickets passing | 19 / 19 |
| Wrong or unauthorized actions | 0 |
| Promises that didn't happen | 0 |
| Must-escalate reaching a person | 100% |
| Resolved without a person | 63% |
Offline runs use a stand-in model with injected faults. They test the safety net, not live-model quality.
Second Avenue
A data product that warns a consignment retailer when contracts are falling behind target, while there's still time to act. I pre-registered the test, and it said my first bet didn't hold.
BigQuery views, a seeded data generator, data-quality checks and a backlog synced to GitHub Issues.
| False alarms, first bet | 80% |
| False alarms, after the fix | 36% |
| Warning before contract ends | 30 days, vs 0 today |
| Question layer, Sonnet | 30/30 at $1.08 |
| Question layer, Haiku | 29/30 at $0.05 |
Fictional company, simulated data of 1,968 contracts.
Experience
Most recent first.
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AmazonJun to Aug 2026
Etna, OhioPathways Senior Operations Manager Intern, Worldwide Operations
- Introduced the site's first volume-normalized jam metric across 12,900 jams and 2.9M packages. It exposed a 3.4× fault-rate gap between two identical departments that raw counts had hidden, and now anchors the site's mechanical review forum.
- Cut customer late shipments 40% at a 450,000-unit-a-day fulfillment center by building the funding case that ranked conveyor repairs first, then presented the customer-impact readout to senior leadership.
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Thomson ReutersNov 2023 to Jul 2025
Bangalore, IndiaLead Product Quality Engineer (product lead), Reuters Technology
- Shipped a GPT-4o few-shot classification system that replaced 80% of manual editorial tagging across 50,000 daily items at 94% accuracy, saving about 200 hours a month. Won leadership adoption with an ROI business case.
- Directed product vision, roadmap and technical requirements for three launches with 24 engineers, widening European and Asian coverage 30% and contributing to 12% market-share growth.
- When a streaming API's p95 latency jumped from 8 ms to 45 ms, worked with the platform team to isolate the bottleneck and restored the SLA for 12 high-frequency trading clients within 72 hours.
- Found an adoption barrier the usage data couldn't show by sitting with traders in London and New York: the dashboard covered their Bloomberg terminals. Daily usage went from 18% to 84%.
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NokiaSep 2020 to Oct 2023
Bangalore, IndiaProduct Quality Engineer, hardware-software integration (Nuage Networks SD-WAN)
- Ran a product development program across eight hardware models, delivering 150+ technical requirements per cycle and enabling 20+ carrier rollouts at 99.9% first-time success, worth $4.5M in partner sales.
- Shaped three roadmap priorities by benchmarking Nuage VSP against Cisco Viptela, VMware VeloCloud and Fortinet across eight enterprise use cases, contributing to $2.3M in competitive displacement wins.
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PhilipsJan to Jun 2020
Bangalore, IndiaProduct Engineer, embedded systems (ultrasound)
- Lifted customer satisfaction 15 points across five partner hospital networks by translating clinical workflows into technical specifications for the platform's FDA submission.
- Automated metadata validation across 200+ fields against HL7 and DICOM standards for clinical software at 200+ hospital sites, taking each dataset from 4 hours to 15 minutes. Three other teams adopted it.
- Redesigned the ultrasound scan workflow by observing 20+ cardiologists and radiologists, turning 12 usability gaps into shipped design changes and cutting scan-to-diagnosis time 40% across 300+ machines.
Writing and smaller work
How I think on paper: working-backwards docs, roadmap trade-offs, case answers, and teardowns.
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Roadmap memo and workbook, 5 pages
Bridge My Bill: a two-quarter roadmap
What to build, in what order, and why, stress-tested against delays and alternative schedules.
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Case answer, 1 page
Storage Buddy: is there a market?
Pricing a two-sided student storage marketplace from survey data. Answer: yes, narrowly, at about $55 a month.
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Live demo
Job Application Copilot
Tailors a résumé to a posting without inventing experience. A code-based critic blocks new numbers and inflated verbs.
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App design, Figma
Rang De: a paint-tinting app for dealers
Solo product and design: onboarding, custom tinting on one glanceable canvas, and forgiving refill flows.
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12 product teardowns
Figma, Netflix, Duolingo, Uber and eight more
Twelve weekly teardowns, all shipped on time: onboarding, recommendations, notifications and payments.
About
I came to product through a computer science degree, three years of hardware-in-the-loop quality work at Nokia, and a product seat at Reuters where I learned what it costs when a trading desk's SLA slips. This summer I worked on fulfillment operations at Amazon. Now I'm at USC Marshall as a Dean's Merit Scholar, sharpening the strategy and finance side.
I work best where the brief is a little unclear and the engineering is a little hard. Outside work I founded Trektroops, which grew from a 12-person group to 570+ paying members, held together by a leader-rating system that kept quality up across 50+ trips at once.
I'll happily talk cricket analytics, sim racing, personal finance or espresso.
Education
- MBA, USC Marshall, May 2027. STEM designated. Dean's Merit Scholarship, GMAT 760.
- B.E. Computer Science, R.V. College of Engineering, 2020. First class with distinction.
At Marshall
- AVP, Marshall Product Club
- AVP Marketing, South Asian Business Association (sponsorship up 4×, $8K to $32K)
- Finalist, Marshall Tech Strategy Case Competition, 2nd of 18
Certifications
- Project Management Professional (PMP), PMI, 2026
- Claude Certified Architect, Professional, Anthropic, 2026
- Cisco Certified Specialist, Enterprise Core, 2024
- AWS Certified Developer, Associate, 2024 (ID K2QSPFEDYNV1QKW0)
- AWS Certified Cloud Practitioner, 2024 (ID PSYSKFQBYNR1QXST)