Customer Service Data Center

AUBREY D. APONTE

Phone # 352-***-**** **** NW **th Court Unit 3, Ocala, Florida 34475

*-****-***********@*******.***

ACCOUNT PROCESSING INDUSTRY MANAGER

TECHNOLOGY SOLUTIONS & CUSTOMER RELATIONSHIPS

EXPERTISE

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Customer Service

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New Product Launch

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Budget Management

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Risk Management/

Analysis

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Effective Management

Successfully recruited and promoted a diverse and highly effective management team and workforce.

Provided strategic leadership in the seamless Implementation of emerging technologies. Demonstrated the ability to lead the organization through continual change while exceeding the client’s expectations.

Able to interface with clients to resolve service related incidents by identifying the root cause and Implementing process improvement strategies.

Demonstrated the ability to work effectively with all levels of management, as well as the financial institutions served.

Manage multiple projects or implementation tasks with other internal gropus to ensure project completion in accordance with client requirements.

Maintain accurate and complete documentation and procedures identified throughout the project relating to new product/feature functionality.

Ensure adherence to quality standards and reviews of project deliverables.

PROFESSIONAL EXPERIENCE AND ACHIEVEMENTS

Conversion Analyst- Implementations

2012-April 2023

Item Processing Center Manager

2010-2012

Item Processing Night Manager

2003- 2010

Fiserv Solutions, Brookfield, Wisconsin

(4.1 b in revenue in 2010 with more than 16 thousand clients)

Directly supervised 30 employees in the coordination of daily electronic check processing functions. Manages all new data center customer software installations. Updates customer and corporate directors on project installations to ensure all activities are performed prior to the deadlines. Ensures strict compliance with government regulations and company’s best practice policies. Manages the budgetary and financial aspects of the department, including preparation of annual capital budget, annual operating budget of 950K, anticipated growth, and other sources to support continued expansion.

•Performs hiring, firing, objective settings, performance appraisals, coaching, and pay reviews.

•Oversees the management of all hardware capacities and performance.

•Maintains a business and disaster recovery plan to protect the data center.

•Updates risk analysis processes and conducts tests. Complies risk and test data and provides formal results summary to corporate level management team.

•Enforces all policies, procedures, and standards in place for the data center. Plans, coordinates, and ensures data center receives positive audit reports for all internal and external audits.

Front Desk Supervisor 2001-2003

Marriott Corporation

Marriott South Beach Hotel

Supervised and trained fifteen hourly associates in all customer service operations to include concierge, front desk, and service department functions. Performed additional administrative and managerial duties, to include scheduling, budgeting, personnel meetings, and training.

AUBREY D. APONTE Page 2-954-***-**** ***********@*****.***

Sales Executive 2000-2001

Marriott Corporation

Marriott Beach Place Towers

Performed various sales presentations to vacation timeshare prospects. Utilized cold calls and other techniques.

EDUCATION & PROFESSIONAL DEVELOPMENT

Broward Community College, Davie, Fl

Item Processing University- Brookfield, WI.

Certified ScrumMaster- CSM

JIRA Experience

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