Shubham Gaikwad

Experience

• 

  AppInfocom Limited

  Mar 2019 - Mar 2022

  Technical Support Engineer

  App Infocom, Nagpur, India March 2019 – 1st April 2022 Provided technical support to clients, maintaining a 98% satisfaction rating. Resolved 95% of issues on the first call, exceeding the company average. Handled complex technical issues with a focus on troubleshooting web-related problems, including HTML, CSS, JavaScript, and WordPress. Assisted in the development, testing, and launch of websites, working closely with the development team to implement new features based on client feedback. Conducted website testing and fixed bugs, improving website performance by 30%. Show less

• 

  IDeaS Revenue Solutions

  Apr 2022 - now

  Provided top-notch technical support for IDeaS hospitality revenue management products, including Casper, G3RMS, Revplan, and G2RMS.Acted as the sole point of contact for Casper product processing, handling all aspects of Casper processing in the team.Diagnosed and troubleshooted complex technical problems related to Casper and other products, both remotely and on-site.Collaborated with cross-functional teams to escalate and resolve critical issues.Designed and built a Power BI dashboard using SQL and Excel dashboards to visualize and analyze key data related to the Casper product.Collaborated with the data analysis team to clean, preprocess, and analyze large datasets, extracting meaningful insights.Utilized SQL to query and retrieve data for analysis, creating custom reports and visualizations using tools like Power BI and Tableau.Successfully designed and implemented a Power Virtual Agent for the company's product, Casper.Created a chatbot that provides information about the Casper product and assists employees with their tasks.Collaborated with cross-functional teams to ensure the chatbot's alignment with company goals and product requirements.Trained employees to use the chatbot effectively and provided ongoing support and maintenance. Show less

  • Senior Technical Engineer

    Mar 2024 - now

  • Technical Engineer

    Apr 2022 - Mar 2024