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Marinel Darabana

Support Manager at MIND SOFTWARE SRL


I am working in IT business for almost 20 years and in the late 13 I got focused on offering support services since it implies a lot of dedication, strong knowledge and continuous learning and improvement.
I got passionate in growing people, make them leaders and help them prepare new ones.

Work experience

May 2013Present

Support Manager


Main role is to plan, organize, and manage staff, resources and overall operations concerning the technical support and operational agreements for companies that acquired our products. Areas covered in addition to previos role of Support group leader

  1. Manage a group of 70 support engineers 3 offices(USA, Iasi and Suceava) specialized in support services, managed services and deployment
  2. Staff development: recruiting, training planning, career planning, role changes
  3. Service Level Management: workload balancing, SLA definition and enforcement, ISO audit, maintain high customer satisfaction 
  4. Handle customers over multilple timezones
  5. Projects management: workload planning, people assignment for on/off site deliveries, visa management, contract management on ticketing system in regards to SLA metrics
  6. Maintain and improve general support procedures
  7. Communicate monthly reports to the stakeholders and offer solutions that will meet customer's needs within engineering constraints.
  8. Understand the needs of the business in order to scope and prioritize the deliverables
Sep 2008May 2013

Support Group Leader

  1. Coordinating the support teams from the centers located in Iasi, Romania and New Jersey, USA
  2. Elaborating work plans for the group in order to achieve the highest level of customer satisfaction
  3. Workload balancing between the projects and the teams
  4. Leading the group and being involved in the growth of the engineers and the teams.
  5. Assigning working shifts and 24x7 on-call shifts
  6. Being the 3rd escalation point for customer issues and main point of contact in delivering solutions for critical ones
  7. Involved in the solution offerings with product management and development groups providing feedback from the customer point of view
  8. Involved in the analysis of the customer business in order to offer the proper implementation using the existing software development
  9. Developing technical support procedures
  10. Preparing periodic activity reports for the upper management
  11. Monitoring trouble tickets handling according to the SLAs
  12. Scheduling software patches releases according to customers' needs
  13. Identifying training needs inside the group and scheduling training sessions
  14. Identifying personnel needs and recruiting new staff(shared task)
  15. Presenting our solution from the business perspective to the potential customers
Jun 2005Aug 2008

Support Team Leader

  1. Providing 2nd level technical support for our customers
  2. Leading the team to achieve the important goals we have for each team member and for the entire team.
  3. Monitoring the service requests received from customers. Assigning tickets to the team members and supervising their resolution
  4. Developing support procedures for different types of service request
  5. Training/coaching my team members and ensuring a professional attitude towards the customer
  6. Troubleshooting, solving and escalating service requests in a timely fashion. Reporting software bugs to the relevant department
  7. Preparing software system upgrade procedures for real time systems, assuring minimum downtime and upgrade rollback scenarios
  8. Understanding customer business model and implement it into our billing system
  9. Identifying potential problems in the customer system and taking the necessary actions to prevent them
  10. Being first line of support for critical issues(including 24x7 support)
  11. Working closely with other departments(R& D, QA) in reproducing and solving software bugs
  12. Performing on site customer trainings
Jan 2003Jun 2005

Software Support Engineer

  1. On site installation and configuration of company's billing and customer care applications for telecommunications service provider
  2. Oracle RDBMS installation and configuration
  3. End users training and business models implementation
  4. Remote technical support via on line trouble ticketing system, phone, conference and remote access to customer servers.
Jan 2000Jan 2003

Network Administrator

National College Iasi
  1. Maintain a network with 40 computers and 2 Linux servers
  2. Implement security policies for the students
  3. Involved in the hardware acquisition 


  • listening to the customer needs
  • consider customer satisfaction as top priority 
  • keep focus on objective
  • offer creative solutions
  • trustworthiness


  • leadership and management
  • recruiting
  • Incident management 
  • advanced technical support
  • deployment automation
  • configuration management
  • telecommunication
  • database administration
  • SQL
  • OS knowledge: Unix/Windows - advanced troubleshooting
  • networking - protocols, security, standards, troubleshooting
  • managing skills - train and grow people 



Bachelor’s Degree

Universitatea Tehnică „Gh. Asachi” din Iași

Information Technology

Additional Honors & Awards

4th place at National Olympiad in Informatics - solving complex computer programming problems using algorithms capable of delivering results in a limited time

Selected in the Romania's National team in Informatics