Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Cynthia Andrade

Senior IT Consultant Specializing In Application Support And Project Management
Montreal,QC

Summary

Forward-thinking Senior Consultant with 19 years of experience, focused on enhancing IT environment by resolving complex issues and managing database analysis and reporting. My technical expertise has been honed through over a decade of experience, particularly in supporting applications in large distributed systems with a strong background in project management, databases, development, issue resolution and SLA compliance, I have effectively led small to medium-sized projects, ensuring timely delivery and high quality outcomes.

Overview

14
14
years of professional experience
6
6
Certifications
3
3
Languages

Work History

Team Lead / Senior Technical Consultant

CGI Inc.
3 2014 - Current
  • Responsible for providing technical support to the Bell/Virgin/Lucky corporate environment
  • Primary focus in investigation of problems and defining solutions for problems and incidences related to the POS + application
  • Specializing in Tier 2 Application Support Tool, SLA compliant, Ticketing System
  • Involved in development/configuration as needed in a Windows X environment
  • Analyzing, implementing and deliver Tier 3 projects including reports and extracts from a large data transactional databases
  • Key player in the training and support of the offshore team in different parts of the world, actively involved in the support and daily activities

Applications management L3 specialist

WorldPay
11.2012 - 03.2014
  • Part of the Level 3 support team for Tier-one merchants that use WorldPay services
  • WorldPay is the leading financial technology company that provides electronic payment processing solutions to big and small business all over the world
  • Provided Level 3 Support to the UK - Europe and US for companies (Netflix, Sony, Bet369) with the services of online payment, High-Capacity Gateway, 3D Secure and fraud & risk management
  • Deployed and managed development packages and versions on payment and risk services
  • Managed and monitored functional bugs on applications and services with the development and quality assurance teams
  • Write business processes and technical documentations for the L3 support team
  • Provide ongoing training for new members joining the L3 support team.

System Analyst and Program Support

BancTec
05.2010 - 10.2012
  • Handle all aspects of support calls received by phone, email, and web system
  • Manage and support assigned products of the company
  • Develop reports in SQL to deliver to the client
  • Perform quality assurance tests for the different products developed by the company
  • Certify the different products in the latest OS
  • Manage the communication between the customer and the company
  • Escalate errors to the development team, writing requirements, new features, and changes.

Education

B.Sc. - Computer Science

University Nueva Esparta
Caracas, Venezuela
03.2001

Skills

SQL / PL-SQL / T-SQL

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Certification

Google Associate Cloud Engineer: Google Cloud Platform Ecosystem, Ongoing

Timeline

Applications management L3 specialist

WorldPay
11.2012 - 03.2014

System Analyst and Program Support

BancTec
05.2010 - 10.2012

Team Lead / Senior Technical Consultant

CGI Inc.
3 2014 - Current

B.Sc. - Computer Science

University Nueva Esparta

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Cynthia AndradeSenior IT Consultant Specializing In Application Support And Project Management