Eric Smullin

Experience

• 

  Creo

  Jan 1997 - Nov 2004

  Responsible for product support infrastructure in North America of prepress workflow software applications. This includes preparing for and managing software rollout, participating in beta testing and beta site selection, product performance analysis, consulting with product development to prioritize and resolve issues, developing support policy, logistics requirements and version release management. Provide level three technical support to the field and remote support organizations ensuring a timely resolution of workflow software issues, Windows Server OS and server hardware. Participate in product rollout activities including beta test site installation/support. Provide mentorship and training to CSE and Applications team members. Work with product development to identify, isolate and resolve issues effecting product function and performance. Manage day-to-day regional support activities including scheduling new installations and support calls and managing support call escalations. Conduct pre-installation site audits and work with customers, vendors, and colleagues to make sure all installations requirements are met prior to installation. Work with Regional Customer Support Manager and Applications Team Leader to develop short and medium term regional customer support team goals.

  • Product Support Manager

    Oct 2000 - Nov 2004

  • Product Specialist

    Aug 1998 - Oct 2000

  • Customer Support Engineer Team Lead

    Jan 1997 - Aug 1998
• 

  Computer Troubleshooters of Crystal Lake

  Nov 2004 - Dec 2006

  Owner\System Support Engineer

  Manage all facets of small business – including sales and marketing, bookkeeping, and service delivery - providing onsite computer and IT services to small businesses, home office and residential customers. Consult with customers on system upgrades and expansion, disaster planning and preventive maintenance. Setup, configure and manage small office networks.

• 

  Kodak

  Jan 2007 - Oct 2012

  Sr. Applications Support Specialist

  Participating on product core team and consulting on support requirements. Participating in beta site activities including installation, site management and product performance analysis. Provide pre-sales support on technical features and requirements of document management system. Train system administrators and users on customer site and provide ongoing support. Develop and mentor support organization prior to full production release of document imaging products.

• 

  Domino Amjet, Inc

  Oct 2012 - May 2013

  Sr. Applications Support Engineer

  Responsible for monitoring, analysis, and support of inkjet and laser Coding/Marking solutions.

• 

  ServicePower

  Aug 2013 - Aug 2016

  Product Support Manager

  Dedicated on-site support manager for tier 1 customer. Responsible for providing level 2 and 3 database applications support for enterprise resource management systems and related APIs. Consult with customer on support and usability issues as well as development and integration issues. Vendor representative for product roadmap and other product upgrade and improvement initiatives.

• 

  ARxIUM

  Aug 2016 - now

  Manage assigned customer base. Lead customer meetings to ensure expectations are being met, understand evolving business requirements, address current issues and escalate as needed. Identify and develop new business opportunities. Respond to RFPs and develop sales proposals. Maintain all customer account activities in SalesForce. Lead pharmacy automation workflow systems implementation activities, including preinstallation build, configuration, testing, system updates and changes, documentation and onsite software implementation/integration into customer environment; provided customer training and post implementation support. Engage with customers to identify requirements and recommend suitable solutions. Respond to RFPs and develop sales proposals. Validate product updates prior to release.

  • Implementation Manager

    Jul 2022 - now

  • Sales Executive

    Jan 2021 - now

  • Team Lead - Software Implementations

    Jul 2020 - Jan 2021

  • Software Project Lead

    Aug 2016 - Jan 2021