Leo Edano
@leoedano
Business process automation specialist streamlining operations with Zapier, Make, and AI workflows.
PhilippinesWhat I'm looking for
I’m a business process automation specialist focused on designing and optimizing operational workflows that reduce manual effort. I’ve built and improved automations using Zapier, Process Street, and AI-assisted business processes, while collaborating cross-functionally to streamline day-to-day operations.
In my current role, I resolve complex technical issues across connected systems and applications, reproduce problems, and work with engineering teams on root-cause analysis and escalation. I also administer Zendesk—creating and maintaining triggers, automations, macros, views, permissions, and workflow configurations—while producing technical documentation, troubleshooting guides, and SOPs in Confluence to improve support efficiency.
As a freelance Automation Specialist, I design, build, and optimize business process automations for clients using Zapier and Process Street, and I administer Google Workspace, Slack, and Active Directory (user onboarding/offboarding and access management). Earlier in my career, I provided enterprise IT support and security-focused access control using tools like Office 365, ServiceNow, and BMC Remedy, which strengthened my approach to reliability, quality assurance, and continuous improvement.
Experience
Work history, roles, and key accomplishments
Customer & Technical Support Analyst II
Willow Inc
Jun 2023 - Present (3 years 1 month)
Investigate and resolve complex customer technical support issues across connected systems and applications, including reproducing issues and analyzing root causes. Administer Zendesk workflows and maintain technical documentation in Confluence to improve ticket routing and support efficiency.
Provided enterprise IT support and troubleshooting across Office 365, Active Directory, VPN, Citrix, and other Microsoft enterprise environments. Managed onboarding/offboarding access, performed monitoring and ticket triage, and documented troubleshooting and incident procedures.
IT Executive
Hyatt Plaza Shopping Mall
Jul 2013 - Aug 2015 (2 years 1 month)
Provided end-user technical support across desktops, laptops, tablets, and mobile devices, with daily monitoring and maintenance of computer systems and networks. Handled IT procurement for supplies and maintained documentation for IT purchase orders and expenditures.
Managed end-user accounts and access rights, including Active Directory and Microsoft Exchange permissions and storage allocations, to support appropriate access control. Ensured ticket SLA compliance using BMC Remedy and ServiceNow and supported security/access risk mitigation through documented processes and compliance training.
IT Services Officer
SM Prime Holdings
May 2009 - May 2011 (2 years)
Provided first-level IT support and troubleshooting for mall administration operations and end users. Supported network infrastructure and WiFi, installed and maintained hardware/software/printers, handled preventive maintenance and inventory tracking, and assisted with access management and enterprise systems support.
Technical Support Helpdesk
TeleTech
Jun 2006 - May 2008 (1 year 11 months)
Assisted customers with technical troubleshooting and issue resolution in fast-paced support environments. Documented support cases, communicated technical details to non-technical users, and escalated unresolved issues appropriately.
Education
Degrees, certifications, and relevant coursework
University of the Philippines Diliman
Postgraduate studies, Network Systems Administration
2011 -
Completed postgraduate studies in Network Systems Administration at the University of the Philippines Diliman in 2011.
AMA Computer College, Dasmarinas
Bachelor of Science in Information Technology, Information Technology
2001 - 2005
Earned a Bachelor of Science in Information Technology at AMA Computer College (Dasmarinas) from 2001 to 2005.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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