James Curran Email & Phone Number

Boston, Ma, Us

Insuring customer success by bridging the technical and communications gaps between customers, technical support, and engineering. Develop and continuously improve processes and systems for response and resolution to routine and escalated software product issues. Build out, train and mentor global support and engineering teams. Develop and implement metrics for customer success. Identify and implement solutions for complex product issues and unique use cases. Research and deploy solutions that reduce both incoming support cases and engineering escalations. Advanced technical support, troubleshooting, and escalation management for a Cloud-based Infrastructure Management SaaS application.

Cambridge, Ma, Us

Working with NuoDB's internal and external customers resolving their technical and architectural problems and questions in a mission and time critical international environment on a distributed "new SQL" database product. Engage with engineering and development teams defining, testing, and resolving in-depth technical and applications issues on both core product and drivers such as JDBC. Failure and performance analysis, troubleshooting, and debugging in a mixed C++, SQL, and Java platform. Issue triage, problem reproduction, escalation, workaround engineering, and resolution delivery to high-profile accounts. Cloud/AWS VM infrastructure and deployment. NuoDB is the only distributed, HA, cloud, and elastically-scalable SQL database supporting true ACID transactions with geo-distribution and multi-tenancy designed in! See more at www.nuodb.com

Deliver world-class technical support to Axeda’s global internal, external, and partner customer base on the world’s most advanced cloud-based M2M (Machine to Machine) IOT (Internet of Things) platform. Technical lead for a complex IOT SaaS/PaaS Cloud application. Supporting a J2EE stack including Apache web tier, LDAP server, Java application on JBoss or WebLogic, Cognos BI module, and both Oracle and SQL Server databases. Analyze failures and diagnose root cause using tools such as Eclipse Memory Analyzer, JConsole, Java thread dumps, and network packet captures. Act as high-level technical resource for, and coach to a team of 10 highly skilled Tier 1 and 2 Technical Support Engineers. On-board, mentor, and develop new team members. Derive and develop team and individual KPI metrics from corporate customer support and satisfaction goals. Implement and maintain reports, dashboards, and workflows in the Salesforce Support Cloud CRM application to measure support team effectiveness and customer satisfaction. Motivate teams to provide support excellence, to achieve published SLA’s, and to meet or exceed performance goals. Manage critical technical escalations by problem reproduction, cause determination, containment, and resolution. Partner as needed with internal and external resources to resolve critical issues in a highly responsive manner. Deliver timely customer communications throughout incident response cycle.

Provide individual and team-based world class technical support to Axeda’s global customer base and partners by defining, diagnosing, and resolving their technical and operational concerns.Triage and prioritize issues of varying severity effectively managing escalations and providing solutions within established SLA (Service Level Agreements). Diagnose and resolve both SaaS/PaaS and on-premise software and platform issues in a J2EE environment consisting of JBoss or WebLogic contained Java applications hosted on Linux based VM stacks with an Oracle Enterprise back-end database. Troubleshoot diverse issues to code level including UI, Webservices, SOAP, Groovy scripted user custom objects, rules engine, and customizations. Maintain the highest level of customer satisfaction through direct and written communication from case inception to resolution. Create and maintain effective knowledge base articles in the Salesforce Service Cloud CRM application.

North Reading, Ma, Us

Provided customer, GCS, and internal support for a globally installed base of complex software controlled semi-conductor test systems. Analyzed and provided solutions for case-driven escalations of customer, sales, and engineering problems in a 24x7 global environment. Applied continuous improvement techniques to enhance new product design. Developed and mentored offshore software team.

Cambridge, Massachusetts, Us

Teaching Assistant, JAVA Programming, UNIX Systems Programming.

Cambridge, Ma, Us

Develop JAVA controlled wireless ad-hoc network systems. Tiny-OS, MOTES.

Bscs, Bachelors Computer Science

Alm Master Of Liberal Arts, Software Engineering / It