Edward Joseph Galon

Contact- Edward Joseph Galon www.linkedin.com/in/edwardjoseph-galon (LinkedIn) Operations | Continuous Improvement | Project Management | Technical Support | Business Analyst Cebu, Central Visayas, Philippines Top Skills Summary SOP Development Automation Zapier With over 10+ years of work experience in various technical and customer support roles, I have developed a strong set of competencies in process improvement, Siebel administration, and support documentation. I am passionate about delivering high-quality service and solutions to clients and stakeholders in the energy and technology sectors. I currently lead the operations and technical support at Berkner Group, a renowned consultative search firm specializing in executive and technical talent acquisition within the Energy Storage, Energy Efficiency, Electric Vehicle, and Greentech sectors. In this pivotal role, I orchestrate project assignments and lead teams for seamless onboarding to new projects, fostering collaboration and efficiency. I strategically manage work hours for optimal resource allocation, aligning with budget constraints. I diagnose and resolve tool-related issues, ensuring uninterrupted workflow. I spearhead meticulous tool maintenance, guaranteeing essential operational tools' availability and functionality. I also manage IT inventory, overseeing procurement and distribution. I leverage my skills in process improvement, and support documentation to enhance the operational performance and customer satisfaction of Berkner Group. Experience Dashdot Business Operations Assist January 2024 - April 2025 (1 year 4 months) Australia • Collaborate with the Business Operations Manager in managing the KPI across all teams. • Supervise the timely and precise input of existing and new team collateral into our centralized management system, Notion. Page 1 of 4 • Assume additional responsibilities as required by the Business Operations Manager. • Foster close working relationships with team members and managers to gain deep insights into team operations and determine optimal approaches. • Manage the input and accuracy of all team members' figures on a regular basis. • Ensure weekly team numbers are consistently updated to maintain accuracy. • Identify and resolve any discrepancies in numbers promptly and thoroughly. • Prepare commission and bonus calculations, gathering necessary information and data to ensure accurate summaries. • Conduct routine data audits and generate requested reports as needed. • Collaborate closely with teams to understand operational changes and provide implementation support under the guidance of the Business Operations Manager. • Provide technical support to teams, including the utilization of tools such as Once Hub, Hello Sign, and Notion. • Implement automation solutions to enhance team efficiencies. Berkner Group Operations and Technical Support March 2021 - October 2023 (2 years 8 months) In this pivotal role, I lead the operations of Berkner Group, a renowned consultative search firm specializing in executive and technical talent acquisition within the Energy Storage, Energy Efficiency, Electric Vehicle, and Greentech sectors. • Orchestrated project assignments and led teams for seamless onboarding to new projects, fostering collaboration. • Strategically managed work hours for optimal resource allocation, aligning with budget constraints. • Diagnosed and resolved tool-related issues, ensuring uninterrupted workflow. • Spearheaded meticulous tool maintenance, guaranteeing essential operational tools' availability and functionality. • Managed IT inventory, overseeing procurement, deployment, and streamlined maintenance. • Led software installations, equipping systems for maximum efficiency. • Facilitated smooth migration from PCRecruiter to Manatal ATS. • Executed successful migration from RingCentral to Zoom Phone, enhancing connectivity. • Managed diverse adhoc tasks, showcasing adaptability and versatility. Page 2 of 4 Lexmark 10 years 2 months Customer Operations November 2017 - March 2021 (3 years 5 months) Cebu, Central Visayas, Philippines • Orchestrated MADC Processing, tracking customer fleet changes, processing change requests, and ensuring adherence to protocols. • Championed Monthly Data Governance, ensuring data accuracy and compliance. • Managed Fleet and Consumable Tracking/Ordering, optimizing resource utilization. • Oversaw Break-Fix Management and Escalation, troubleshooting hardware issues and coordinating resolutions. • Recognized trends within customer issues and facilitated proactive troubleshooting. • Verified pre-billing data, approving monthly invoices for accuracy. • Monitored and updated Customer Systems/Tools, maintaining optimal operational environments. • Managed steady-state services per Managed Services Statement of Work. • Navigated daily operations, including install base accuracy, hardware order management, toner reconciliation, and issue resolution. • Communicated effectively with clients, fostering a proactive approach. • Tracked services and maintenance metrics, upholding contractual SLAs. • Collaborated globally on the CPA strategy, ensuring seamless operations across regions. Product Specialist / Subject Matter Expert February 2011 - November 2017 (6 years 10 months) Cebu, Central Visayas, Philippines • Oversaw service requests for same-day service accounts, preserving SLAs. • Supported Technical Support Representatives, maintaining SLA integrity. • Assisted On-Site Dispatch Team, optimizing on-site service efficiency. • Resolved hardware and software issues, enhancing customer satisfaction. • Analyzed service issues, contributing to technical training enhancements. • Compiled activity reports for management and customer review TeleTech Philippines (Hewlett-Packard) Product Specialist March 2009 - November 2011 (2 years 9 months) Cebu, Central Visayas, Philippines Page 3 of 4 • Diagnosed and repaired software and hardware issues for HP Consumer Printers. • Collaborated with HP support specialists to develop knowledgebase articles. • Spearheaded root cause analysis, introducing preventive measures. • Elevated First Call Resolution rates through effective project participation. Education University of San Carlos University of San Jose-Recoletos Bachelor of Business Administration - BBA Page 4 of 4