JAN MICHAEL ERPELO
TECNICAL SUPPORT / REAL TIME ANALYST
CONTACT
--Pasig city, Philippines
PROFILE SUMMARY
Experienced Technical Support Specialist with 13 years in ISP
troubleshooting, network performance, and hardware support.
Promoted to Technical Support Coach, mentoring new hires and
enhancing team performance through training programs. Skilled in
diagnostic tools and staying updated on emerging technologies.
Transitioning into a Real-Time Analyst role to focus on live data and
rapid decision-making for immediate impact.
EDUCATION
WORK EXPERIENCE
2006 - 2009
Results-cx
Real time analyst
PHILIPPINE SCHOOL OF BUSINESS
ADMINISTRATION
Bachelor of science in computer
science
LANGUAGES
English: Fluent
Tagalog: Fluent
CHARACTER
REFERENCE
Richmond Buenaflor – Operations
Manager, ResultsCX
--Jayson Comia - Workforce
Management supervisor, ResultsCX
--
2015 - 2025
Real-Time Monitoring: Continuously monitor key operational
metrics such as call volume, wait times, agent availability, and
service levels.
Data Analysis: Analyze real-time data to identify performance
trends, anomalies, and potential risks to operational efficiency.
Resource Management: Adjust staffing levels, redistribute
resources, and escalate issues as needed to maintain service levels
and optimize performance.
Reporting: Generate and deliver real-time performance reports to
key stakeholders (e.g., managers, supervisors, and team leads).
Collaboration: Work with team leads, supervisors, and workforce
management to ensure appropriate staffing levels and address any
issues impacting performance.
Problem Solving: Troubleshoot issues that affect real-time
operations and work to implement corrective actions quickly and
effectively.
Forecasting & Scheduling: Collaborate with scheduling teams to
help forecast future staffing needs based on real-time trends and
historical data.
Process Improvement: Identify opportunities for operational
improvements and assist in the implementation of process
changes that enhance efficiency and service quality.
NICE IEX: Proficient in utilizing NICE IEX for forecasting,
scheduling, and real-time monitoring to ensure adherence to
performance targets.
CXone: Monitored real-time metrics and managed call queues to
ensure efficient customer service operations.
Altitude: By analyzing real-time data, we can identify agents who
may need additional training or skill enhancement
SKILLS
Technical support
Internet Connectivity Support
(Fiber, DSL, Cable, Wireless)
Hardware Diagnostics & Repair
(Modems, Routers)
Performance Monitoring &
Optimization
Root Cause Analysis
Active Listening & Empathy
Conflict Resolution & Deescalation
Technical Documentation &
Reporting
Training & Mentoring Team
Members
Real time analyst
Root Cause Analysis in Real-Time
(Determining the source of
performance issues quickly)
Predictive Analytics (Using historical
data to anticipate trends and
prevent issues)
Trend Identification (Spotting
patterns in real-time data for
proactive adjustments)
Queue Management (Ensuring a
balanced workload for support
agents or teams)
Performance Monitoring Tools
(Experience with tools like Cx-one,
IEX, or monitoring dashboards)
Real-Time Alerting & Notifications
(Setting up and managing alerts
based on thresholds)
Knowledge of SLAs (Monitoring
service level agreements and
ensuring KPIs are met)
Process Optimization (Ensuring
workflows are efficient and
adjusting as necessary)
Results-cx
Technical support representative
Diagnosed and resolved network issues efficiently.
Resolving problem tickets or reassigning to appropriate teams
when necessary
Communicated with clients to ensure matters were settled.
Managed multiple cases simultaneously to ensure smooth
resolution of client queries.
Resolved customer billing queries effectively.
Scheduled onsite repair appointments.
Resolved email issues for end-users using advanced
troubleshooting techniques.
Delivered targeted promotion of client products to end-user
audience.
Managed complex repair issues escalated by national repair team
delivering efficient customer solutions.
Transcom Worldwide
Comcast activations representative
2012 - 2013
Activate and configure Comcast service equipment, including
modems, routers, cable boxes, and other devices.
Guide customers through the setup and activation process via
phone
Troubleshoot and resolve activation-related issues in real-time,
ensuring the customer’s equipment is working as expected.
Provide technical support to customers experiencing difficulties
with equipment activation or setup.
Diagnose and resolve issues with equipment installation, signal
strength, network connectivity, and other technical problems.
Track and manage inventory of activation equipment (e.g.,
modems, routers, set-top boxes).
Maintain clear, professional communication with customers,
ensuring they understand the activation process and resolving any
confusion.
Schedule technician visits, ensuring customers are informed of
appointment times and any equipment requirements.
Document each customer interaction in the system, noting issues,
troubleshooting steps taken, and resolution outcomes.
