Andre Herrera Cohen

Andre Herrera Cohen

Financial Analyst/Technology Liaison

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location of Andre Herrera CohenMontreal, Quebec, Canada

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  • Timeline

  • About me

    Applications Support Manager - Steering Technology Objectives in Fast-Paced Production Environments.

  • Education

    • Université Paris-Est Créteil (UPEC)

      1999 - 2000
      Mathematics and Computer Science

      Mathematics, Physics and Computer Science applied to Science

  • 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.

  • Licenses & Certifications

    • ITIL foundation