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Bulgaru Ionut

@bulgaruionut

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I investigate complex platform incidents, reproduce defects, and improve technical support operations.

Romania

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What I'm looking for

I'm looking for technical support, application support, production support, incident management, cloud/IT support, or AI-assisted support operations work where I can investigate complex issues, improve processes, and collaborate closely with Engineering, QA, Product, and Support.

At SMRTX LTD, I investigate complex application, connectivity, authentication, performance, and real-time streaming incidents for a large-scale digital platform. I use logs, error traces, monitoring dashboards, session behaviour, and user reports to reproduce issues, identify likely root causes, and validate fixes.

I work closely with Engineering, QA, Product, and Tier 1 Support to move escalations through resolution. I manage defects and incidents in Jira and Bugzilla, contribute to RCA and post-incident documentation, and improve SOPs, troubleshooting matrices, escalation frameworks, and knowledge-base content.

My background also includes manual QA at BearingPoint Caribbean, enterprise customer support at CGS, IT support at Conectys, and game testing at Futuresoft. I enjoy turning recurring platform issues into clearer support processes while mentoring junior colleagues in debugging, incident classification, and technical communication.

Experience

Work history, roles, and key accomplishments

Current

Level 2 Technical Support Specialist

Current

SMRTX LTD

Feb 2022 - Present (4 years 7 months)

Core member of Technical Operations supporting a large-scale digital platform, handling advanced escalations and leading deep investigations using logs and monitoring tools. Collaborates with Engineering, QA, and Tier 1 Support to resolve complex incidents.

Level 2 Support Application Support Production Support Incident Management Log Analysis Root Cause Analysis Jira Bugzilla Monitoring Troubleshooting SOP Development Mentorship

Customer Service Support Specialist

CGS (Computer Generated Solutions)

Apr 2020 - Dec 2021 (1 year 8 months)

Provided technical and customer support to enterprise clients, managing inbound/outbound communication and resolving issues via phone, email, and ticketing systems. Escalated complex cases while retaining ownership and maintaining detailed records.

Customer Support Troubleshooting CRM Ticketing Systems Escalation Management Documentation

QA Manual Tester

BearingPoint Caribbean

Jun 2019 - Mar 2020 (9 months)

Performed software quality assurance and system validation in Agile environments, designing and executing functional, regression, integration, and UAT test scenarios. Investigated and documented defects, collaborating with stakeholders to support successful delivery.

Manual Testing Functional Testing Regression Testing Integration Testing UAT Defect Management Jira Bugzilla HPALM Zephyr Agile

Game Tester

Futuresoft (Future Software Resources Ltd)

Feb 2019 - Jun 2019 (4 months)

Supported game quality activities by executing tests, reporting bugs, and providing feedback to development teams. Observed user interaction to identify usability issues and participated in focus groups.

Game Testing Usability Testing Bug Reporting Feedback

Information Technology Support Specialist

Conectys

Mar 2016 - Jan 2018 (1 year 10 months)

Provided IT assistance to staff and customers, resolving logged errors and supporting hardware, software, and system performance. Trained end users and documented processes.

IT Support Troubleshooting Hardware Software Training Documentation

Customer Service Specialist

Curry's PC World

May 2011 - Dec 2015 (4 years 7 months)

Provided customer support via phone, email, voice chat, and in person, advising on products and resolving complaints. Trained new agents and contributed to improving customer satisfaction.

Customer Service Communication Skills Complaint Resolution Training