Steve Aragones

About Steve Aragones

Excellence in service and operations is the mantra which I have worked with and around for the past 15+ years. As part of several IT Operations teams, I have implemented the same fundamental guidelines to evolve operations teams for the Data Service Organization within 8x8 Inc and Cisco Systems.Business Analyst Manager for Global Customer Care Organization providing Data, Reporting, and Analysis to the Tech Support, Customer Success, & Professional Services teams. Track OKRs and KPIs at the senior leadership level. Providing Operational Dashboards that help the team leads run their business.Operations Service Lead for P1 Critical Data Services Group. Data Services which are critical to Cisco\'s key Global Businesses Process including Quoting, Ordering, CS, CA, Sales, ChannelsSpecialties: Tableau, Workboard, Jira, Snowflake, Data Modeling, ITIL, BOST, Business Intelligence, Root Cause Analysis, Case Management, Operations Excellence, EIO, SOX, Sarbanes-Oxley, Change Management, Process Improvement, Boundary Engagement, Business Objects, Reporting, Data Mining, Customer Support, Training, War Room, Landmark Education

Experience

1. Business Reporting Analyst, Mgr

   8x8

   Apr 2013 — Present · San Jose, CA, US

   Provide support/guidance to Team Leaders in attaining real time staff productivity- Provide analytical consultation to all operations stakeholders- Responsible for reporting accuracy, data normalization & data integrity- Monitoring real-time queue performance- Optimization of agent resources to meet required metrics pertaining to staff productivity & customer service expectations.

Education

• San José State University

  BS, MIS

  1995 — 1997

Skills

• Itil
• IT Operations
• Business Intelligence
• Sql-Generation Tools, Pl-Sql, Process Mapping
• Case Management, Process, Sla, Case Management
• Bmc Remedy Tool, Problem Solving
• Business Objects
• Process Improvement
• Sox
• Change Management
• Operational Excellence
• Case Management
• Problem Solving
• Root Cause Analysis
• Vendor Management
• Access
• Visio
• Business Analysis
• IT Service Management
• Data Warehousing
• Management
• Enterprise Architecture
• Case Managment
• Data Center
• Oracle
• Cross-Functional Team Leadership
• Enterprise Software
• Sdlc
• Integration
• Corporate Athlete (Human Performance Institue)
• IT Strategy
• Software Project Management
• Project Portfolio Management
• Pmp
• Strategy
• Business Process
• Analysis
• Quality Assurance
• Team Leadership
• Pmo