Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
Generic

Dhrupad Sood

customer success manager
Faridabad,HR

Summary

Customer Success & Technical Support Engineer with 10+ years of experience in virtualization, cloud, and enterprise IT infrastructure (VMware, Windows/Linux, Azure, Intune, M365). Proven expertise in customer-facing consulting, escalation management, and system integration in managed services environments. Skilled in creating technical documentation, runbooks, architecture diagrams, and driving operational health checks (capacity, compliance, performance). Adept at working with diverse stakeholders to ensure system reliability, minimize churn, and enhance customer satisfaction.

Overview

11
11
years of professional experience
3
3
Certifications
2
2
Languages

Work History

Technical Support / Customer Success Engineer

Upwork
10.2024 - Current
  • - Acting as single point of contact for assigned enterprise customers, providing consultation and escalation management.
  • - Designing and maintaining customer technical documentation (environment runbooks, AMGs, DMGs, architecture diagrams).
  • - Assisting implementation teams during new builds, migrations, and upgrades for customer environments.
  • - Conducting operational health reviews (capacity, risk, performance, compliance, DR testing).
  • - Supporting churn mitigation strategies through customer success planning with CSMs during ASRs, QBRs, and MSRs.
  • - Providing P1 support coverage including 24/7 on-call rotation.

App/System Software Consultant

Optum Global Solutions
11.2021 - 10.2024
  • - Acted as technical consultant for enterprise clients, supporting cloud and virtualization environments (VMware, Windows/Linux, Azure).
  • - Created and maintained customer documentation including environment runbooks, high-level design docs, and operational manuals.
  • - Participated in customer success reviews (ASRs, QBRs, MSRs), providing technical insights to mitigate churn and improve experience.
  • - Assisted in capacity management, DR testing, security compliance audits, and performance tuning for customer environments.
  • - Supported new implementations by collaborating with project and migration teams to ensure seamless post-sales transition.
  • - Provided P1/P2 technical support and managed critical escalations for high-value clients.

Senior Infrastructure Engineer

Accenture India
05.2019 - 10.2023
  • - Served as primary technical contact for managed services customers, delivering consulting and escalation management.
  • - Designed and deployed enterprise-wide Intune, Autopilot, Apple DEP, and Android Enterprise solutions across hybrid and cloud setups.
  • - Delivered post-sales high-level designs, runbooks, and architecture diagrams for large-scale device and identity management rollouts.
  • - Conducted operational health checks including capacity reviews, compliance audits, risk identification, and remediation strategies.
  • - Collaborated with Customer Success Managers during quarterly reviews (QBRs) and implementation calls to align technical solutions with business outcomes.
  • - Drove system enhancements, security baselines, conditional access, and MAM/WIP policies ensuring secure and compliant customer environments.
  • - Provided escalation coverage and 24/7 support for critical incidents in enterprise environments.

Technical Support Engineer (Microsoft Enterprise)

Convergys India
10.2015 - 05.2019
  • - Supported Microsoft enterprise customers with Intune, MDM, conditional access, compliance, and Exchange connector setup.
  • - Delivered DEP enrollment, Android for Work, and Apple device management.
  • - Provided advanced troubleshooting for Windows 8/10, Intune logs, and enrollment errors.
  • - Conducted capacity reviews and incident management for enterprise users across multiple regions.

Technical Support Engineer

HCL Technologies
08.2014 - 06.2015
  • - Delivered Level 1 technical support for Windows, MS Outlook, VPN, AD, and enterprise software.
  • - Managed escalations, printer/network troubleshooting, and antivirus deployment.
  • - Provided remote infrastructure support using TeamViewer, RC tool manager, and NetMeeting.

Education

B.Tech - Computer & Information Sciences

Manav Rachna College of Engineering
01.2014

Skills

VMware infrastructure management

Certification

Microsoft Certified Professional (MCP)

Software

Intune

Windows

Apple Business manager

Android

Timeline

Technical Support / Customer Success Engineer

Upwork
10.2024 - Current

App/System Software Consultant

Optum Global Solutions
11.2021 - 10.2024

Senior Infrastructure Engineer

Accenture India
05.2019 - 10.2023

Technical Support Engineer (Microsoft Enterprise)

Convergys India
10.2015 - 05.2019

Technical Support Engineer

HCL Technologies
08.2014 - 06.2015

B.Tech - Computer & Information Sciences

Manav Rachna College of Engineering

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