Mohsin Shaikh
Data Scientist | Data Analytics | Turning Data into Insights | Machine Learning | Deep Learning | NLP | Data Mining | Data Analysis | Data Visualization
- Role
- Senior Customer Support Analyst at ALPHACOM SYSTEMS AND SOLUTIONS PRIVATE LIMITED
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Mohsin Shaikh
With over 6+ years of combined experience in data science, project management, sales, and marketing, I am committed to transforming raw data into strategic intelligence that drives data-driven decisions. My journey from a successful sales and marketing professional to a proficient Data Scientist has equipped me with the unique ability to fuse business insights with cutting-edge analytics and AI techniques. I am well equipped with Python, R, Excel, SQL, Microsoft Power BI, Tableau and specialized in Predictive Modeling, Data Visualization, Statistical Analysis, Machine Learning, AI, Cross-Functional Team Leadership, Project Management and Resource Optimization.
Experience
Senior Customer Support Analyst
ALPHACOM SYSTEMS AND SOLUTIONS PRIVATE LIMITED
Feb 2025 — Present · Mumbai, IN
Managed end-to-end ticket lifecycle for incidents, service requests, and escalations using ITSM tools, handling an average of 30–40 tickets per day while maintaining 95%+ SLA compliance.Resolved high-priority and recurring customer issues, reducing escalation dependency by 20–25% through accurate troubleshooting and ownership-driven resolution.Analyzed service desk and customer support data to identify trends, recurring issues, and peak workload periods, improving backlog management by 30%.Used Excel and SQL to generate reports on ticket volume, resolution time (MTTR), ticket aging, and SLA performance for management review.Applied data analysis and basic data science techniques such as trend analysis and root cause analysis (RCA) to reduce repeat incidents by 15–20%.Built and maintained performance dashboards that improved management visibility into support operations and resource utilization.Supported problem management initiatives by identifying high-frequency issues and recommending preventive actions based on historical data.Improved support workflows and documentation, increasing first-contact resolution by 10–15%.Contributed to knowledge base creation and updates, enabling faster resolutions and consistent troubleshooting across teams.Ensured high data accuracy and ticket documentation standards, enabling reliable reporting and audit readiness.
Education
Savitribai Phule Pune University
Bachelors of Automobile Engineering
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