Epista Life Science is a consultancy dedicated to continuously improving compliance and business in the Life Science industry. Together, Epista has over 100 employees in Denmark, Sweden, and Germany - and in Sweden, we have grown to 40 hard-working and fun-loving team members that share many years of diverse experience, backgrounds, and interests. Epista has big ambitions for the future of Life Science.As an Epista consultant, I am working at the intersection of compliance and business… Show more Epista Life Science is a consultancy dedicated to continuously improving compliance and business in the Life Science industry. Together, Epista has over 100 employees in Denmark, Sweden, and Germany - and in Sweden, we have grown to 40 hard-working and fun-loving team members that share many years of diverse experience, backgrounds, and interests. Epista has big ambitions for the future of Life Science.As an Epista consultant, I am working at the intersection of compliance and business as a part of a highly skilled and dedicated team. I am involved in data migration in a wide variety of projects and assignments and always in connection with various business areas. My time is spent with our clients – international pharma and medical technology companies. Daily activities includes : - Supporting customers throughout Veeva Vaults data migration- Data preparation and data blending using Alteryx - Developing, reviewing, and updating documentation- Business relationship building- Share my experiences and lessons learned with the Epista team to make sure we are all continuously improving Show less

To scale and develop a Support team that delivers excellent customer service and meets the increasing demands from our customers. ✔️To be involved in hiring relevant roles across all company locations (USA, Europe, APAC) ✔️To implement the best IT Service Management practices. ✔️To implement Support SLA for existing customers. ⏰To establish excellent communication and process between the Support and other departments (Sales via Saleforce Integration… Show more To scale and develop a Support team that delivers excellent customer service and meets the increasing demands from our customers. ✔️To be involved in hiring relevant roles across all company locations (USA, Europe, APAC) ✔️To implement the best IT Service Management practices. ✔️To implement Support SLA for existing customers. ⏰To establish excellent communication and process between the Support and other departments (Sales via Saleforce Integration, Development via Slack and JIRA integration, workdlow Automation via Zapier, Finance via Slack integration). ✔️To lead the implementation of Zendesk Entreprise Plus suite to improve Support automation and customer self-help. ✔️Participate in career growth projects making sure the Support team is growing professionally. ✔️ Show less

IWA Consulting is a pharmaceutical consulting company that, on consultancy basis, is conducting tasks within Regulatory Affairs for Pharmaceuticals, Biotech and Medical device companies and for companies that has no employee(s) within that field, or companies that currently are lacking staff for tasks concerning Regulatory Affairs. The role entailed to ensure IT infrastructure, software and hardware were at the expected level and aligned with Industry security and data protection… Show more IWA Consulting is a pharmaceutical consulting company that, on consultancy basis, is conducting tasks within Regulatory Affairs for Pharmaceuticals, Biotech and Medical device companies and for companies that has no employee(s) within that field, or companies that currently are lacking staff for tasks concerning Regulatory Affairs. The role entailed to ensure IT infrastructure, software and hardware were at the expected level and aligned with Industry security and data protection regulation, business need and functioning. In collaboration with the global IT Team and the Operations global Team , analyze, launch and lead any improvement projects such as the 2021 integration of IWA Consulting IT into Voisin Consulting IT Global Service (https://voisinconsulting.com/)Key achievements :• Cloud Based Migrations : Microsoft 365 from IWA Consulting to Voisin Consulting to allow integration and better collaboration. • On-Premise Platform Migration to Azure Cloud Computing.• Local office setup of the "Flyer Desk" allowing employees flexibility and Work From Home policy implementation.• Implementation of Microsoft Azure recommendation leading to an improvement of the Voisin Consulting secure score from 42% to 80%.• Reducing risk on data protection and regulatory standard to achieve a compliance score of 76% in Microsoft 365.• Automation of device enrollment using Azure Logic Apps and alerts triggers. • Creation of daily reporting via Power-BI : Devices Missing Security Updates, Defender Exposure Score, Past 24 hours devices enrollment Show less

Build and Strengthen business partnerships across Tjekvik and participate as I2C POC for multiple projects & collaborate effectively.Consulting to develop strategic initiatives (KPIs for Customer Success) in order to make a significant and valuable impact to the business,customer experience, satisfication and retention.Project Management Process framework improvement

Captained technical team based in Copenhagen, transforming team’s day-to-day remote communication, workflow, and workload by implementing Scrumban methodology. Traced team levels of knowledge globally by introducing skill matrix related to product. Installed clear technical documentation and tracked process by reporting and surveying impact of documentation on team performance. Key Achievements:• Appointed and trained team leaders, introduced KPIs such as first call resolution… Show more Captained technical team based in Copenhagen, transforming team’s day-to-day remote communication, workflow, and workload by implementing Scrumban methodology. Traced team levels of knowledge globally by introducing skill matrix related to product. Installed clear technical documentation and tracked process by reporting and surveying impact of documentation on team performance. Key Achievements:• Appointed and trained team leaders, introduced KPIs such as first call resolution, and introduced responsible, accountable, consulted and informed (RACI) to foster sales and customer success teams and ameliorate customer on-boarding.• Drove First-Call-Resolution (FCR) up by 20%, owing to quality of assistance, touching many important aspects of customer service and support experience—customer satisfaction, service efficiency, and operating costs. • Sent Net Promoter Score (NPS) up 0,5 points measuring customer experience and predicting business growth, this proven metric transformed business world and now provides core measurement for customer experience management. Show less

Ran teams of technical system and software analysts in Denmark, Jordan, and India―providing level 2 and level 3 support for operational issues impacting customers using airport and workforce management system software. Serviced issues ranging from system availability and performance degradation impacting customer operation and generating flight delays and making financial impacts. Owned end-to-end resolution of escalated complex incidents and issues. Monitored customer systems and applications.… Show more Ran teams of technical system and software analysts in Denmark, Jordan, and India―providing level 2 and level 3 support for operational issues impacting customers using airport and workforce management system software. Serviced issues ranging from system availability and performance degradation impacting customer operation and generating flight delays and making financial impacts. Owned end-to-end resolution of escalated complex incidents and issues. Monitored customer systems and applications. Drafted reports and user stories based on operation bugs, updated knowledge base articles, and informed operation of additional features and patches within team supported environment. Mentored individual team members towards achieving own objectives and reaching milestones and full potential.Key Achievements: • Automated processes with new ideas, decreasing major incidents by 90%, and resolved problems 50% quicker.• Improved product documentation and use thereof by team members, patched applications, and fully discharged ITIL service operation, seeing to FCR increase of 90%.• Innovated practices, lowering wages by 70% and allowing transfer of entire process to Amman, Jordan, thereby centralizing support function and promoting more efficient response, saving EUR420K.• Training staff and deployed documentation repository, collaborated with Amman management team, transformed processed to align to SITA's ITIL and DevOps culture, and leveraged support from level one to three via SITA Global Services center in Amman alone. Show less

Evaluated and advised on Generic Top-Level Domain (gTLD) registries services and led efforts of registry registrar operation team to achieve gTLD registries compliance with aspects of agreements and ICANN policy. Oversaw aspects of registrar accreditation and application process. Onboarded gTLDs and executed aspects of new policies in consultation with registry registrar operation team. Key Achievements: • Lowered manual fulfilment work by 85% by automating processes… Show more Evaluated and advised on Generic Top-Level Domain (gTLD) registries services and led efforts of registry registrar operation team to achieve gTLD registries compliance with aspects of agreements and ICANN policy. Oversaw aspects of registrar accreditation and application process. Onboarded gTLDs and executed aspects of new policies in consultation with registry registrar operation team. Key Achievements: • Lowered manual fulfilment work by 85% by automating processes and implementing providers APIs and smart scripting, speeding up and simplifying delivery of products and reducing labour costs.• Orchestrated transfer fulfilment team from Copenhagen to London, UK and bringing 23-member team down to 12.Built front-end automation and validation in Perl, Javascript, .NET, and XML / XSLT.Application Team Leader Duties:• Provide level 3 technical support for operational issues impacting customers,• Provide expert technical advice to internal areas within the organization,• Develop and implement processes to streamline operational activities,• Work closely with the Registry Operation Services team to resolve issues impacting TLDs,• Analyzing new features demands with the project managers, and deliver design prospects to the development team, • Organizing the weekly Application Support planning with Fulfillment team's members, sales and Product management teams,• Participating twice a month to the Company’s Planning Game where development team's goals are defined and give analysis and sharing system knowledge,• Supporting and training employees to use the different internal company's internal software,• Building front-end automation and validation (Perl, Javascript, .NET, XML/XSLT). Show less

• Supporting employees to use the different ASCIO’s tools. This support can be given by training or simply by helping users on their very own specifics requests such as retrieving data from orders...• Ensuring continued up-time of ASCIO services by monitoring the ASCIO production and test services 24/7.• Building front-end automation and validation using inbuilt tools, procedures and systems. Automation goes for very simple “addendum” to existing workflows to full new products… Show more • Supporting employees to use the different ASCIO’s tools. This support can be given by training or simply by helping users on their very own specifics requests such as retrieving data from orders...• Ensuring continued up-time of ASCIO services by monitoring the ASCIO production and test services 24/7.• Building front-end automation and validation using inbuilt tools, procedures and systems. Automation goes for very simple “addendum” to existing workflows to full new products. • Analyzing new features demands from the different departments and deliver design prospects to the development team.• Organizing the weekly Software Support planning with Fulfillment, sales and Product management teams.• Participating to the monthly Company’s Planning Game where development team goals are defined and give our analysis, sharing our system knowledge. Show less

- Fulfilling Internet Domain name registration, update and transfers orders for ASCIO's customers- Support company's customers on handling documentation and systems.- Participating to the Software support planning game- Learning systems and inbuilt processes to help building upfront basic automation

- Led the resellers and customers Hotline.- Supported resellers and customers at all levels on domain name regulation for resellers and customers.- Created the resellers and customer support FAQ for hosting and domain name.- Project lead and facilitator of the improvement of technical and administrative procedures between Namebay and NICs (FR, CH, BE, IT) by using web - Web site development