Portrait of Ionut-Marius Dutan

Support Product Manager | Technical Support Engineer | QA Specialist | IT Operations Leader

Ionut-Marius Dutan

I bridge Product, Engineering and Support to turn complex services into support-ready, measurable, globally enabled operations.

Let's connect View CV
  • 15+ years across IT support, operations and service
  • 100+ Led global engineers, improving operational consistency and performance.
  • 30% targeted support volume reduction strategy

Impact at a glance

Support readiness with product discipline.

Tier 2/3

Windows, macOS, endpoint management and security support across enterprise environments.

5x24

Global operations leadership with SLA, KPI, risk and milestone ownership.

Multiple

Service transitions, QA validations and product launches moved into support operations.

Python

Built a full end-to-end Bitdefender QA automation suite, from account registration through device verification.

30% faster

Batch/Shell automation adopted by Endpoint Engineering reduced troubleshooting time.

100%

QA testing and validation in all Endpoint Engineering product release activities, surfacing product enhancements that reduced service disruptions and support interactions.

112K devices

Self-service Windows password recovery, removing ~1,200 monthly lockout tickets.

56 min 5 min
P0

Delivered critical Data Protection security controls across the Oracle fleet under compressed timelines.

Executive profile

A practical leader for support-ready services.

With 15+ years in IT support, service transition, product onboarding and global support operations, I build the operating layer that helps teams launch clearly, support consistently and reduce avoidable incident volume.

My work sits where product intent meets real-world support: documentation, RACI governance, tooling, training, QA validation, incident patterns, executive updates and the feedback loops that turn support friction into product improvement.

Hands-on expertise spans Oracle EMP, VMware Workspace ONE, BitLocker, endpoint security, KCS/KDE, root-cause analysis, Batch/Shell scripting and GenAI-ready service desk knowledge.

Open to new opportunities

Support Product Manager | Technical Support Engineer | QA Specialist | IT Operations Leader

Bucharest, Romania

Core strengths

The work I make easier.

01

Support transition

Service onboarding, Jira ALM governance, RACI accountability, release/go-live readiness and executive reporting.

02

QA and release validation

Pre-production testing, defect and risk identification, launch-quality coordination and validation loops.

03

Knowledge and automation

KCS/KDE readiness, AI Service Desk compliance, Batch/Shell scripting and self-service volume reduction.

04

Global enablement

Training, coaching, major incident escalation and SLA/KPI/CSAT discipline across global teams.

Professional experience

Built through support, product and operations.

Aug 2021 - Present Oracle Bucharest, Romania

Oracle role progression

  • Support Product ManagerApr 2025 - Present
  • Senior IT Support EngineerSep 2023 - Apr 2025 (concurrent)
  • Team Lead, EMEA IT SupportJan 2023 - Jan 2025 (concurrent)
  • IT Support EngineerAug 2021 - Sep 2023

Progressed from L1/L2 employee support into EMEA operations leadership, senior endpoint escalation ownership and Support Product Management for service transition and release readiness.

Support Product Manager Apr 2025 - Present

  • Lead end-to-end service onboarding and transition into Support, ensuring readiness across documentation, knowledge, tooling, training and operations.
  • Own Support Transition Jira (ALM), tracking milestones, risks, dependencies and RACI accountability while providing executive-level status updates.
  • Coordinate Service Owners, Product Managers, Engineering and Support Leadership to deliver support readiness, knowledge readiness and AI Service Desk compliance.
  • Drive Top 10 issue intake with Engineering to address root causes, improve product quality and reduce support demand.
  • Perform pre-production testing, validation and release readiness checks to identify risks early and reduce post-launch escalations.

Team Lead, EMEA IT Support Jan 2023 - Jan 2025

  • Led 24/5 EMEA support operations, task delegation, queue flow, performance metrics and SLA compliance.
  • Acted as escalation lead for major incidents and coordinated timely resolution across support groups.
  • Proposed operational improvements and trained engineers on quality, communication, ownership and process discipline.

Senior IT Support Engineer Sep 2023 - Apr 2025

  • Delivered Tier 2/3 support for Windows, macOS, Oracle EMP, VMware Workspace ONE, BitLocker and endpoint security technologies including McAfee/Trellix, Cybereason and CrowdStrike.
  • Served as Subject Matter Expert (SME) for endpoint management and macOS escalations, collaborating with Endpoint Engineering swarm channels on complex incidents.
  • Automated knowledge workflows and troubleshooting steps through Batch/Shell scripting, reducing resolution effort and improving support consistency.
  • Maintained KCS and GenAI-ready knowledge content, improving self-service success and reducing dependency on live support.
  • Mentored new engineers through buddy/coaching programs, improving onboarding efficiency and team capability.

IT Support Engineer Aug 2021 - Sep 2023

  • Delivered L1/L2 support for Oracle employees, including incident resolution, customer escalations, quality assurance and accurate ticket documentation.
  • Analyzed, validated and documented interruptions or reductions of IT services as part of the incident management lifecycle.
  • Escalated potential system issues through standard procedures and provided feedback on support processes and service quality.
Oct 2019 - Aug 2021 Bitdefender Bucharest, Romania

Premium Services Delivery Engineer

  • Built a full end-to-end Python automation suite for Bitdefender QA on Windows, automating the complete product lifecycle: account registration, activation, installation, device verification, recursive file-system audits and malware URL-blocking validation.
  • Delivered premium remote IT support including upgrades, configuration, security policy setup and malware remediation for global customers.
  • Managed helpdesk workflows, ticket updates and SLA compliance while troubleshooting Windows/macOS, hardware, network and operating system issues.

Tools and technologies

Comfortable across support systems, endpoints and collaboration stacks.

Jira Jira Service Management Confluence ServiceNow Slack Microsoft 365 Teams Zoom Oracle EMP VMware Workspace ONE BitLocker Windows macOS Batch/Shell Scripting Trellix McAfee Cybereason CrowdStrike Bitdefender Python

Certifications and training

  • Oracle AI Database SQL Certified Associate - Oracle, issued July 2026 Verify credential
  • Oracle Fusion AI Agent Studio Foundations Associate - Rel 1 - Oracle, issued May 2026 Verify credential
  • Oracle Cloud Infrastructure 2025 Certified AI Foundations Associate - Oracle, issued May 2025 Verify credential
  • Oracle Cloud Infrastructure 2025 Certified Foundations Associate - Oracle, issued May 2025 Verify credential
  • Cisco IT Essentials - Cisco Networking Academy View certificate
  • Optimization with IBM ILOG OPL Workshop - IBM Linux Competency Center

Education

Formal foundation

  • Master's Degree, Automatic Control & Industrial Informatics - Faculty of Automatic Control and Computer Science, University POLITEHNICA of Bucharest | Completed July 2014 | 120 ECTS credits
  • Bachelor's Degree, Economic-Industrial Engineering - Ecological University of Bucharest | Completed July 2012 | 240 ECTS credits

Awards and recognition

Recognized for technical contribution

  • Oracle Summit Award for FY26 - Oracle, issued July 2026 View certificate
  • Advanced English Skills Certificate
  • Information Security Awareness Training - Bitdefender View certificate
  • Intel Technology Expert for the year 2015 View certificate
  • Intel Technology Expert for the year 2013
  • Intel Advanced Specialist - Intel View certificate

Leadership and values

Customer focused, transparent and built for follow-through.

  • Customer focused
  • Results driven
  • Collaborative and transparent
  • Continuous learner
  • Mentor and team builder

Let's connect

Ready to build support-ready services with less friction.

Available for Support Product Manager, Technical Support Engineer, QA Specialist and IT Operations Leader opportunities.

dutanionut@gmail.com +40 735 566 650