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Dutan Ionut-Marius

@idutan

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Support Product Manager driving QA-ready launches, automation, and global endpoint support.

Romania

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What I'm looking for

I’m looking for a role where I can ensure products are support-ready at launch—owning transition governance, QA validation, and automation—while partnering across teams to improve self-service, incident readiness, and global support performance.

I’m a Support Product Manager and IT Operations leader with 15+ years of experience across product onboarding, release readiness, global support operations, and enterprise endpoint support. I connect Product, Engineering, and Support to make services support-ready before launch.

I own Jira-based transition governance and accountability—covering knowledge readiness, training, and AI Service Desk compliance—while bringing hands-on depth across Windows, macOS, mobile, endpoint device management, and endpoint security. I’ve led the end-to-end onboarding and transition of services into Support, aligning documentation, tooling, training, support models, operational readiness, and go-live requirements.

My work is grounded in measurable operational impact: I enabled a self-service Windows password recovery solution for 112K devices, cutting recovery time by ~90% and eliminating routine agent-assisted resolution for ~1,200 monthly lockout tickets. I also developed Batch/Shell/Python automation tools integrated into engineering workflows to reduce troubleshooting time by ~30%, and I partner with engineering teams on root-cause fixes, documentation improvements, and automation initiatives to drive a targeted ~30% support volume reduction strategy.

Experience

Work history, roles, and key accomplishments

Current

Support Product Manager

Current

Oracle Romania

Apr 2025 - Present (1 year 3 months)

Owned launch readiness for new services entering Support by coordinating Product, Engineering, and Support on documentation, training, and operational requirements. Managed launch milestones, risks, and ownership accountability and provided status updates to senior leadership.

Service Transition Product Onboarding Support Readiness Stakeholder Management Documentation Training

Senior IT Support Engineer

Oracle Romania

Sep 2023 - Apr 2025 (1 year 7 months)

Provided advanced technical support for endpoint devices and software across all environments. Resolved critical incidents with Engineering and shared real-world feedback that informed product improvements.

Endpoint Security Incident Management Root Cause Analysis Troubleshooting

Team Lead, EMEA IT Support

Oracle Romania

Jan 2023 - Jan 2025 (2 years)

Led EMEA IT support operations with a global team of 100+ engineers providing 24/7 coverage. Managed workload distribution, performance tracking, and service quality compliance.

IT Support Operations Team Leadership Workload Distribution Service quality

IT Support Engineer

Oracle Romania

Aug 2021 - Sep 2023 (2 years 1 month)

Delivered frontline and second-level IT support to Oracle employees globally. Handled incident resolution, escalations, and maintained accurate ticket documentation.

Incident resolution Escalation Management

Premium Services Delivery Engineer

Bitdefender

Oct 2019 - Aug 2021 (1 year 10 months)

Provided premium remote IT support to business customers worldwide. Managed software setup, configuration, security, and troubleshooting across Windows, macOS, and mobile environments.

Remote IT Support Windows MacOS Software Configuration Security Troubleshooting

Engineer

PCZONE Online Distributie SRL

Jan 2014 - Oct 2019 (5 years 9 months)

Performed technical maintenance and repair of IT equipment and managed repair workflows. Provided customer support for hardware and software issues.

IT Repair Customer Support

IT Technician

Taurus Group SRL

Feb 2010 - Jan 2014 (3 years 11 months)

Maintained internal IT infrastructure and the company network. Ensured system stability through ongoing support and maintenance.

Network Support System Stability

Education

Degrees, certifications, and relevant coursework

University POLITEHNICA of Bucharest

Master's Degree, Automatic Control & Industrial Informatics

Completed a Master’s degree in Automatic Control & Industrial Informatics at the Faculty of Automatic Control and Computer Science, University POLITEHNICA of Bucharest. Finished 120 ECTS credits in July 2014.