Gyawendra Pratap Shukla
@gyawendrapratapshukl
I lead shift operations and resolve technical support escalations across L1, L2, and L3 processes.
IndiaWhat I'm looking for
I've built a 13+ year career at VMG BPO, progressing from non-technical process work through L1, L2, and L3 technical support to my current Shift Manager role.
I coordinate daily shift operations, handle operational escalations, and support team and process requirements. My experience spans technical troubleshooting, customer and email support, LP4 add-on processes, and service delivery across changing business needs.
I've also served as a Team Mentor and Shift Supervisor, guiding colleagues on technical and process requirements while maintaining operational continuity.
I bring hands-on exposure to system installation and repair, computer applications, and information technology, supported by MCSE: Security and CCNA: Remote Routing and Switching certifications. I'm interested in learning and implementing new technology in the computer industry.
Experience
Work history, roles, and key accomplishments
Shift Manager
VMG BPO
May 2025 - Present (1 year 3 months)
Currently responsible for shift-level management and operational execution, coordinating daily activities, supporting team and process requirements, and handling operational escalations.
Technical Consultant
VMG BPO
Mar 2013 - Present (13 years 5 months)
Progressed from non-technical process work to Level 1, Level 2, and Level 3 technical support, then into mentoring and shift management. Handled technical support, escalations, email support, and multiple add-on processes.
Shift Supervisor
VMG BPO
Apr 2023 - Apr 2025 (2 years)
Supervised shift activities, supported team performance and operational requirements, assisted with escalations and issue resolution, and coordinated day-to-day requirements for smooth operations.
Shift Incharge
VMG BPO
Nov 2020 - Oct 2021 (11 months)
Took responsibility for shift-level activities and day-to-day operational coordination, supported smooth functioning of the shift, and assisted with escalations and team requirements.
Team Mentor
VMG BPO
Apr 2016 - Jul 2018 (2 years 3 months)
Supported team members with technical and process-related guidance, helped colleagues understand process requirements, and served as a bridge between technical support experience and team-level operational needs.
Non-Tech Process Associate
VMG BPO
Apr 2013 - Dec 2013 (8 months)
Worked in the LP3 non-technical process during the initial phase of the career, building a foundation in process adherence, customer/process handling, and operational discipline.
Level 3 Technical Support
VMG BPO
Dec 2015 - Present (10 years 8 months)
Handled advanced technical-support responsibilities and escalated issues, using accumulated process and technical experience to support complex cases and team requirements.
Level 2 Technical Support
VMG BPO
Apr 2015 - Present (11 years 4 months)
Handled higher-level technical issues and supported resolution of escalated cases, providing assistance beyond routine Level 1 troubleshooting when required.
Level 1 Technical Support
VMG BPO
Dec 2013 - Present (12 years 8 months)
Started Level 1 technical support responsibilities, supporting technical issues and customer/process requirements according to defined troubleshooting and process guidelines.
Education
Degrees, certifications, and relevant coursework
Manav Bharti University
Bachelor of Technology, Computer Science
Completed a Bachelor of Technology in Computer Science from Manav Bharti University in 2013.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
Interested in hiring Gyawendra Pratap ?
You can contact Gyawendra Pratap and 90k+ other talented remote workers on Himalayas.
Message Gyawendra PratapGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
