Support Team

Quick response times and even quicker solution delivery

Customer Support Focus

We understand that every minute of downtime impacts business productivity so each step in our support process is designed with a view to sorting issues and queries quickly. The support team is dedicated to following up on helpdesk tickets logged, and proactively keeping our customers informed with progress reports and updates.

Emydex support all our existing customers through SLAs with guaranteed response times and can offer 24×7 support where needed. All support issues are logged by our customer in a web-based Emydex support portal where they are proactively monitored by our customer service manager and assigned to the relevant support team members for resolution.

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Meet your Support Team

Customer Helpdesk

Your first contact to the Helpdesk is either our Customer Service Manager; Karina or our Office Manager Karen; who are responsible for clearly identifying, evaluating and prioritizing your issue.

2nd Level Support

2nd port of call is 2nd Level support with John, Mirek, Robert, Derek, Jonas and Luis. They are committed to resolving issues quickly and with the least impact on productivity.

Development Team

The support team is backed up by the extended team of developers who are available to advise and aid the support team on resolution of issues.

Support Team

Customer Helpdesk Manager

Managed by Karina Heymans, our helpdesk team manage a support desk for our existing customers as well as being the first point of contact for any new change requests.

Karina has a background in IT  and was previously a Technical Support Manager for the last 5 years.

She believes that communication is key to any customer relationship and strives to ensure that the support desk are providing an excellent service to our customers.

Karina’s strengths lie in her organisational skills and her ability to drive a team towards achieving goals.

Support Team

Karen Byrne- Office Manager

Karen joined Emydex as our Office Manager in March 2019. Karen is currently completing a part-time MSc in Food Business Management and Technology. She has worked in food safety for manufacturing start-ups for the last 4 years.

Karen is extremely customer focused and relaying the customers’ issues and concerns to the support team is of high importance to her to ensure an efficient and hassle-free support service.



Support Team

John Dennedy - 2nd Level Support

John joined Emydex in May 2012 and provides 2nd level support for our customers. John has over 17 years’ experience as a hands-on Technical Specialist and is easily able to communicate on all technical issues that can arise which ensures a quick turnaround for our customers.

John is driven by customer interaction; it helps him get the full picture of what the issue is to ensure a quick resolution to the problem. A happy customer is his number one focus.


Support Team

Gavin O’Reilly - 2nd Level Support

Gavin joined Emydex Support Team in September 2014 through the JobBridge internship scheme. Gavin is from Ennis in Co. Clare, and he holds a Higher Diploma in Software Development from Maynooth University.

His passion for customer satisfaction and his determination to resolve issues as quickly as possible gained him a full time position with Emydex in February 2015.

Support Team

Miroslaw Goral - 2nd Level Support

Miroslaw (Mirek) joined the Emydex Support Team in July 2015 as a Software Development Intern. Mirek is from Bartoszyce in Poland and has been living in Ireland since 2006.

Mirek has a background in Mechanical Engineering from MEIL, Warsaw University of Technology. He also studied Java programming (lev 6) and OCA ( oracle certified associate) at CCT as well as a PostGrad in Software Development in Dublin Business School. Mirek enjoys troubleshooting customers issues to get to a fast resolution.

Support Team
Support Team

Luis Mendez- 2nd Level Support

Luis Méndez López joined the Emydex Support Team as a Software Development Intern. Originally from Ribadeo in Spain, Luis has been living in Ireland since 2006.

He has previous support experience at HP and Ocuco, along with development and project management experience.

Luis holds a degree in Computer Science and a Masters in Project Management in Spain.

He is currently completing a Higher Diploma in Software Development at Dublin Business School.

Support Team

Jill Robinson – Marketing Manager

Jill joined Emydex as our Marketing Manager in September 2015. She has over 5 years’ experience as a digital marketing executive in a Media Agency and previously worked in the area of Print Advertising.

Jill holds a Bachelor of Business (Hons) degree, and a higher diploma in Retail Enterprise Management. She is also Google AdWords certified and completed a 6 week course with The Digital Marketing Institute.

Jill is highly focused on expanding our customer reach globally, through both traditional and digital marketing channels.

Support Team
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