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, Venezuela03.2001
Skills
SQL / PL-SQL / T-SQL
Data Analysis / Google Analytics
IT infrastructure (Client \ Server windows 7 \ Win 10)
TCIP\NetBIOS
Cloud Environment
Point of Sale application and processes
Cross-browser Compatibility
Windows Server / Microsoft SQL Server
Microsoft Office
IT Application Support Ticketing System
Problem solving \troubleshooting
Team worker
Mentoring/Coaching
Point of Sale application and processes
Strong verbal and writing skills (EN/FR/ES)
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