Edwin Cummins Email & Phone Number

Ireland

Technical Support Manager for UK and Europe (Renew Health merged with LifeSignals)• Zendesk Administration: o Create the mechanisms and workflows that are responsible for capturing general support, complaints and feedbacko Creation of client support centre to enable clients to find answers to their question and solutions to their problems.• Implementation of new clients – software installation, device configuration, workflow refinements, user training and product review.• Support the Sales team in the creation and execution of sales demonstrations and workflows. Pre and post sales processes.• Post market surveillance – supporting the development of a structure to capture and trend PMS.• Product Review and testing – Capture, collate and present data to the business.• Assist QA/RA team on systems or product queries in line with market and regulatory requirements.• Support the creation of digital IFUs with MadCap Flare platform.• Conduct and present cross functional competitor analysis.

Athlone

Implementation Specialists are responsible for the on-boarding process for prospects and newclients. Implementation Specialists must work with the on-boarding client to assess productneeds, manage technical operations and roadblocks, and appropriately train the user base.Participate in customer support and troubleshooting when necessary.Other Duties and ProjectsCreating a new implementation process: Directly involved in making our implementation process more streamlined and user-friendly, creation of process documents for internal users and external users.Overhaul of our Help Center: our previous help center was dated in both look and article layout/content. I created a new HC with updated/new articles and arranged into more intuitive categories, complete with smart search features. https://ultralinq.zendesk.com/hc/en-usCreation and management of our Internal Intranet: Created from scratch our intranet system. Large scale project using HTML and CSS to create a visually appealing and easily navigated website for internal use.Sales Demos and workflow management: I regularly assist our sales teams with in-depth demos of our cloud based software. Any advanced IT or medical workflow questions get routed to me from our UK sales team.Zendesk Management: I have advanced knowledge and management skills with Zendesk ticketing system. I have created a new ticketing system from scratch for two of our products.Post Market Surveillance: I have recently been assigned as a leading member of our post market surveillance team, with responsibilities for aggregating and managing PMS data from across our product range. This includes feature requests, complaints and malfunctions.Working with the Marketing team: I work closely with the marketing team to insure that marketing materials are factually accurate.Validation Team: I am a member of the software release validation team, responsible for validating and testing new software releases

Project Managemento ISO 27001 - Group leader for implementation of ISO27001 certification.o Post Market Surveillance project lead - Building a structure to capture and trend PMS from all business units. o Product Review – Capture, collate and present data for all product reviews within Renew Health and its partners.o Work with team on internationalization of systems in line with market and regulatory requirements.Lead the Support functiono Build, manage and review a new Zendesk ticketing system.o Responsible for capturing general support, Complaints and Feedback. o Work closely with regulatory team to make sure we capture and trend the correct data and follow set procedures. Commercial o Work with sales and helping them to improve pre and post sales process. o Assist with hardware sourcing, preparation (uploading software locally) and implementation.o Train as systems expert to assist QA/RA (Pharma and MedTech in auditing of software systems and software development.

• PC installation - configure IP details, apply correct image, configure as part of domain• Printer installation• Maintain Hardware - Repair PC’s, printers, servers & associated hardware where possible• Network - Resolve networking, connection & infrastructure problems in the various sites• Cabling - Installation, patching and termination of Computer and Telephony cabling systems• Maintaining Inventory records• Prioritise service request and resolve in a timely manner

Athlone

• Providing Technical support to end users in Europe and America.• Green site project.• Implementing new policies to better our quality and efficiency of support.• Creating Documentation for current IT staff and our user base• KACE administration• User account creation in AD and Exchange• Remote support• Desktop and Laptop configuration/troubleshooting• Asset and licencing management

Dublin

PurposeTo provide technical knowledge of the IT infrastructure and DBMS (database management system) required for successful operation of the CareDirector application. To provide expertise on Microsoft Dynamics tools used for data migration and integration as well as knowledge of related Microsoft technologies.The Implementation Consultant:• Provides guidance for business decisions from a technical perspective on issues such as: performance, scalability, reliability, and security. • Defines the implementation and migration specification, making recommendations on hardware sizing and software upgrades.• Assists the customer's staff in upgrading hardware and software to meet Caredirector installation requirements. • Test reports for validity of results, accuracy, reliability, and conformance to established standards.• Executes planning and implementation of system tests to ensure functionality, configuration, and data comply with specifications and standards. • Conducts or supports training for technical and IT management staff as defined in project scope. • Has awareness of the prescribed Caredirector implementation methodology, Sure Step; understands the key activities related to installation and environment setup.

Dublin

• Key member of large scale project upgrading users from windows vista to windows 7•Updating and managing users in active directory and in safeguard management console•Manning the helpdesk – all levels of support•Active Directory administration, software and hardware installs, printer set up, hard drive encryption

Ensure correct entry of leaving and junior certificate results into the databaseForward results to schoolDeal with any subsequent enquiries via telephone and emailSupervision of examiners

Master'S Degree, Data Analytics

Master'S Degree, Data Analytics, First Class Honours

First class honours degree with a GPA of 87%

Bsc, Computer And Software Engineering, Honors Degree

Leaving Cert