Andre Herrera Cohen

Experience

• 

  HELPLINE

  Oct 2006 - Nov 2010

  Financial Analyst/Technology Liaison

  ➢ Monitored team scheduled tasks and functional processes and acted as team lead for incident response, resolution, and liaison to other support groups.➢ Provided end-user level 1 & 2 support training for application features, support engineer process formalization, and application support level 2 resolution groups ticket allocation.

• 

  CGI

  Oct 2010 - Mar 2016

  ➢ Held accountability for Incident Management process execution, including system troubleshooting, root-cause analysis (RCA) and deliverable follow-up. ➢ Managed bank and trading floor applications, rapidly resolved technical issues to ensure minimal end-user downtime, and provided single point of contact (SPOC) support for escalated problems. ➢ Managed 7-member multi-application support group, defined team objectives, and provided IT training focused on first-line phone diagnosis, call handling, and stress scenarios.➢ Built and led 7-member analyst team accountable for sensitive trading application functionality and provided single point of contact for 8 applications, including triage, incident management, and change management.

  • Client Relationship Manager & Senior Support Associate

    Jan 2014 - Mar 2016

  • Support Team Lead / Service Desk Consultant

    Oct 2010 - Jan 2014
• 

  BNP Paribas

  May 2017 - now

  Application Support Value Chain Analyst

  ➢ Lead operational meetings to support change control, problem management, and define production-level KPI’s while strengthening support models and providing technology direction and process improvement.➢ Improve operational communications between support end-users, repair, and build trust relationships to allow better synergy across clients and enhance end-user satisfaction.