JAN JESPER CORPUZ
CLOUD, ERP - PRODUCT SUPPORT ANALYST
Muntinlupa City
Summary
Dynamic Technical Support and Product Support professional with over 6 years of experience in Customer Support, IT Technical Support, and Incident Management. Expertise in resolving complex technical issues and conducting thorough analyses of backend systems for ERP, MRP, and CRM platforms. Strong communication skills enable clear presentation of technical findings to global stakeholders, while a focus on data-driven solutions drives continuous improvement. Proficient in cloud ERP environments and skilled in managing multinational clients to enhance customer satisfaction and ensure seamless support for critical technical operations.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Product Support Analyst
Infor PSSC, Inc
01.2023 - Current
- Conducted in depth investigations of backend Java and .NET code to identify root causes of complex defects and performance bottlenecks across ERP Cloud environments.
- Executed advanced troubleshooting using Sumo Logic, employing log analytics and pattern recognition to resolve critical integration failures.
- Oversaw management of SEV1/SEV2 incidents, coordinating with Development and CloudOps teams for prompt resolutions.
- Delivered expert technical guidance, simplifying complex system behaviors for both technical and non-technical stakeholders.
- Managed validation cycles for fixes and enhancements, ensuring product stability through thorough testing and risk assessment.
- Led knowledge transfer sessions, training junior analysts on SQL and best troubleshooting practices.
- Performed trend analysis and root-cause investigations to recommend product enhancements and improve processes.
- Collaborated with cross-functional teams on system upgrades and major initiatives, providing architectural insights.
Product Support Analyst, Associate
Infor PSSC, Inc
01.2022 - 01.2023
- Logged product bugs and feature requests in Jira to support ERP Cloud environments.
- Executed SQL queries for data validation, ensuring accuracy with business processes.
- Delivered effective communication and analytical support to internal and external customers.
- Provided technical support via phone and email, resolving product and system issues.
- Conducted research and testing, recommending enhancements for system functionality.
- Collaborated with Development teams, offering code-level insights to expedite defect resolution.
- Created and maintained knowledge base articles documenting troubleshooting steps and SQL procedures.
- Monitored incoming incidents, coordinating with support teams for timely triage and resolution.
Benchmark DataFeed Technical Support - Client Solutions
FactSet Philippines, Inc
09.2019 - 01.2022
- Collected confidential financial data to develop comprehensive financial plans focused on stock market strategies.
- Managed client inquiries through ServiceNow and Salesforce Service Cloud, ensuring accurate ticket resolution.
- Utilized FactSet programming tools to create detailed financial statistics and market movement reports.
Conducted investigations by asking targeted questions and providing clear resolutions. - Collaborated with cross-functional teams to enhance issue resolution efficiency and boost client satisfaction.
- Delivered exceptional customer service through timely documentation and follow-ups across various channels.
- Created support documentation and knowledge resources to empower users and minimize repeat inquiries.
- Developed SQL queries for data correction, ensuring accuracy and integrity within financial systems.
Education
Bachelor of Science - Information Technology
San Beda College Alabang
Muntinlupa City, Philippines 04.2001 -
High School Diploma -
Southernside Montessori School
Muntinlupa City, Philippines01.2015
Skills
SQL Management & Data Querying
Java (Code Analysis & Debugging)
Extensible Markup Languages (XML)
Sumo Logic (Log Analysis)
Flowcharting & Process Mapping
Jira / Confluence
Infor M3 / Cloud ERP Systems
ServiceNow support
undefinedReferences
Available Upon Request
Timeline
Product Support Analyst
Infor PSSC, Inc
01.2023 - Current
Product Support Analyst, Associate
Infor PSSC, Inc
01.2022 - 01.2023
Benchmark DataFeed Technical Support - Client Solutions
FactSet Philippines, Inc
09.2019 - 01.2022
Bachelor of Science - Information Technology
San Beda College Alabang
04.2001 -
High School Diploma -
Southernside Montessori School