Shivam Porwal
Delhi
Summary
Responsible Senior Lead in Technology Services, passionate about delivering outstanding quality and service. Offering 10 years of experience in IT industry with history of recognition for performance. Customer-focused IT manager, successfully contributing to company profits by improving team efficiency and productivity. Skilled at effective negotiations and upselling techniques. Utilises excellent organisational skill to enhance efficiency and lead teams to achieve outstanding sales.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Senior Lead Technology
WeWork
04.2026 - Current
- Managed complaints using calm, clear language and practical problem-solving steps.
- Maintained clean, safe working environments to reduce accident risks daily.
- Achieved service time and quality targets through consistent workflow.
- Engaged with customers to confirm needs and deliver excellent service.
- Collaborated with team members to reach agreed target outcomes.
Lead Technology
WeWork
02.2024 - 03.2026
- Managed IT and network operations for 15+ WeWork buildings across North Region, ensuring seamless technology operations that supported business continuity.
- Oversaw IT infrastructure, networking, and ISP coordination, maintaining high availability and performance across all sites to meet operational requirements.
- Ensured smooth functioning of LAN, WAN, backbone cabling, Wi-Fi, and network hardware across multiple locations, contributing to reliable connectivity for all users.
- Acted as the primary point of contact for ISP vendors, handling provisioning, troubleshooting, escalations, and SLA compliance.
- Collaborated with senior management to define technology strategies that support long-term business goals and revenue targets.
- Managed cross-functional teams to deliver high-quality software products on time and within budget, enhancing customer satisfaction.
- Analysed market trends to identify technology opportunities, positioning the company as a leader in innovation within the industry.
- Maintained in-depth knowledge of new technologies and development tools to enable cutting edge app programming.
- Simplified client specifications into logical steps for project plans to achieve timely deliveries and meet requirements.
Technical Support Engineer-1
Dell Technologies
Gurugram
04.2016 - 02.2024
- Provided clear and concise step-by-step technical support to guide clients.
- Helped customers set up new systems, applications and software.
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
- Coordinated with external support services to resolve complex technical problems that required specialised expertise.
- Conducted tactical troubleshooting to identify faults.
- Analysed system logs and identifying patterns to preempt technical issues before they affected business operations.
- Provided comprehensive support for hardware, software, and network problems, significantly reducing resolution times and boosting productivity.
- Configured networks to meet performance requirements.
- Identified system performance issues, providing swift remedial action.
Client technical Support associate
Convergys AT&T
Gurugram
08.2014 - 04.2016
- Analyzed issues to identify troubleshooting methods needed for a quick resolution
- Resolved issues with the system, hardware and telephones quickly and accurately
- Offered remote support for cloud based and web based clients
- Monitored system in operations and quickly troubleshoot errors
Digital Services Agent
Iyogi
Gurugram
01.2014 - 08.2014
- Delivered exceptional customer service to ensure client satisfaction and repeat business.
- Developed and maintained strong relationships with clients to build trust and loyalty.
- Maintained accurate records of all transactions, client communications, and contracts.
- Analysed client requirements to match them with suitable properties.
- Provided detailed information and advice on property market conditions and prices.
Education
Schooling - 10+2
President Estate school
01-2013
Graduation -
Delhi University
New Delhi, IN-DLDiploma - Hardware and Networking
Jetking Information Technology Institute
Skills
- Project management
- Cross-functional collaboration
- Agile methodologies
- Disaster recovery
- Technical support
- Client relationship management
- Technology strategy
- Problem solving
- System integration
- Technology roadmapping
- Creative problem solving
- Multitasking efficiency
- ITIL framework understanding
- IT Infra technical knowledge
- Network building
- IT budgeting
- IT infrastructure management
- Vendor negotiation
- Technical troubleshooting
Accomplishments
- Joined as a technician (I3) promoted 2 times to senior technician and Technical Support Engineer
- Dell on the spot award (2018)
- Received recognition from manager (2019) for 100% Customer Experience and Zero DSat
- Received recognition from manager (2021) for going the extra mile to achieve the best possible results
- Received recognition from manager (2021) for desire to learn and upskill and keeping pace with business requirements
- Promoted from Lead to Senior Lead within 2 years Handling the IT Services of 14 buildings throughout NCR market.
Languages
Hindi
English
Websites, Portfolios and Profiles
linkedin.com/in/shivamporwal-bb82646a
Hobbies and Interests
- Listening to Electronic Dance Music
- Watching Movies
- Concerts
- Traveling
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Personal Information
Father's Name: Mr. Rajeev Porwal
Certification
- ITIL certified
Hobbies and interests
- Watching Movies and Attending EDM concerts
Timeline
Senior Lead Technology
WeWork
04.2026 - Current
Lead Technology
WeWork
02.2024 - 03.2026
Technical Support Engineer-1
Dell Technologies
04.2016 - 02.2024
Client technical Support associate
Convergys AT&T
08.2014 - 04.2016
Digital Services Agent
Iyogi
01.2014 - 08.2014
Schooling - 10+2
President Estate school
Graduation -
Delhi University
Diploma - Hardware and Networking
Jetking Information Technology Institute