Mark Joseph Aragones
Mobile,Alabama
Summary
Dynamic Senior Operations Manager with Globe Business, excelling in incident management and team leadership. Achieved a remarkable 90% reduction in dispatch costs while driving operational excellence and enhancing customer service. Proven track record in project management and performance evaluation, fostering a culture of continuous improvement and employee engagement.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Operations Manager - Enterprise Voice and Broadband Services Support
Globe Business
, National Capital Region
01.2023 - Current
- Head of B2B Customer Experience Management - Technical Service Support for Enterprise Voice and Broadband services
- Led a team of highly experienced and skilled voice engineers in supporting B2B customers for Globe Business' Broadband and Enterprise Voice products
- Also functioned as the resolver team SPOC for onsite support partners handling the business segment.
- Key successes include delivering and exceeding targets for incident and quality management KPIs and delivering cost transformation projects that provided upto 90% reduction in dispatch costs for Enterprise connectivity products such as Globe SDWAN and Wireless VPN services
Senior Operations Manager - Broadband Mobile and IT Services
Globe Business
, Philippines
01.2022 - 12.2022
- Head of L2 Technical Aftersales for Broadband, Mobile, and IT Services
- Leading a team of more than 30 level 2 Engineers responsible for providing technical aftersales for Business customers.
Enterprise Mobile Support Center Head
Globe Business, Globe Group
, Philippines
12.2017 - 01.2022
- Managed end-to-end technical aftersales mobile network services support for Globe Business Enterprise and small-medium business customer segments.
- Led a team of engineers and professionals to meet and exceed target operational KPIs.
- Managed several projects aimed at delivering improvements to support processes, design and execution, and quality management.
- Led training initiatives for employees on product knowledge, sales techniques, customer service protocols.
- Scheduled staff shifts according to workloads to meet changing demands throughout the day.
- Collaborated with other departments within the organization in order to ensure smooth functioning of operations across centers.
- Evaluated performance of employees through weekly meetings, feedback sessions, and regular assessments.
- Monitored daily financial transactions, prepared budgets, and analyzed expenses to reduce operations costs.
Operations Manager
Globe Business
11.2013 - 12.2017
- Led and managed technical aftersales assurance support for mobile device/mobility services, Wireless VAS, Hotel WiFi Business Internet Zone (BIZ) services, and relative support services within Globe Business' product portfolio.
Technical Support Supervisor
Globe Business
Makati City
04.2009 - 11.2013
- Led and managed a team of professionals delivering technical aftersales support for Mobile Devices and Enterprise Wireless VAS products supported within Globe Business' product portfolio.
Technical Support Specialist
Globe Solutions
Makati City
02.2006 - 04.2009
- Role scope includes but not limited to support for legacy devices, mobile smartphones, BlackBerry Enterprise/Internet Services, Enterprise grade wireless VAS for SMS broadcast/campaigns, Mobile Load credits TopUp solutions for Globe Business segment customers.
- Delivered high impact customer engagements including technical helpdesk services, onsite aftersales technical support, product training and walkthrough, technical pre-sales, consultations, and other support activities
IT Support Specialist
Corporate Information Solutions, Inc.
Ortigas Center, Pasig City
01.2004 - 03.2005
- CIS - HP Philippines - Notes Team provided IT resource support for a top International Corporation. activities include, but are not limited to, the ff:
- - Lotus Domino Mail server maintenance and L2 support (NOC)
- - Lotus Notes Mail Client - Incident Management and L2 support (Service Desk)
- - Application and Web server maintenance support
- - AdHoc support and daily maintenance activities for IT support requirements
- - Continued education under certified Domino Administrators and CMM Level 1 professionals
Telecoms Engineer
Bayan Telecommunications
Roosevelt, Quezon City
06.2003 - 10.2003
- MM LEC Maintenance Support team provided operations and maintenance support for Metro Manila LEC telecom facilities
- Survey assistance
- Work Level Design
- Work Order processing
- Procurement assistance
- Post Mortem Review / Vendor Management
- Continued education under a team of highly experienced specialists and telecom engineers
Education
Bachelor of Science (BS) - Electrical, Electronics and Communications Engineering
De La Salle University
Manila, Philippines01.2003
Skills
- People development
- Project management
- Incident management
- Technical troubleshooting
- Process optimization
- Cost reduction
- Customer service
- Team leadership
- Performance evaluation
- Stakeholder collaboration
- Budget management
- Training development
- Risk assessment
- Vendor management
- Quality assurance
- Data analysis
- Standard operating procedures
- Strategic planning
- KPI tracking
- Forecasting
- KPI reporting
- Employee coaching
- Employee engagement
- Operational excellence
- Change management
- Team collaboration
- Process improvements
- Performance management
- Hiring and onboarding
- Operations oversight
- Network Services
- Network Management Systems (NMS)
Languages
English
First Language
Certification
Some key certifications include:
- Strategic Thinking
- AWS Certified Cloud Practitioner
- Operational Excellence
- Change Leadership / Change Management
Kindly refer to:
https://www.linkedin.com/in/mark-joseph-aragones-a592ba37/details/certifications/
References
References available upon request.
Timeline
Senior Operations Manager - Enterprise Voice and Broadband Services Support
Globe Business
01.2023 - Current
Senior Operations Manager - Broadband Mobile and IT Services
Globe Business
01.2022 - 12.2022
Enterprise Mobile Support Center Head
Globe Business, Globe Group
12.2017 - 01.2022
Operations Manager
Globe Business
11.2013 - 12.2017
Technical Support Supervisor
Globe Business
04.2009 - 11.2013
Technical Support Specialist
Globe Solutions
02.2006 - 04.2009
IT Support Specialist
Corporate Information Solutions, Inc.
01.2004 - 03.2005
Telecoms Engineer
Bayan Telecommunications
06.2003 - 10.2003
Bachelor of Science (BS) - Electrical, Electronics and Communications Engineering
De La Salle University
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