Quang Dat Tran

Experience

• 

  Tim Hortons

  May 2014 - Apr 2019

  Tim Hortons Team Member

  • Recognized as an enthusiastic team member of the group with excellent customer service skills• Resolved client inquiries and complaints in the professional and timely manners• Developed strong team working and problem solving skills through working with different team members

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  Seneca College

  Aug 2015 - Dec 2015

  Computer Programming Tutor

  • Worked with Students to explain computer programming concepts• Demonstrated program debugging skills • Adopted different strategies in tutoring students

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  RBC

  May 2018 - Dec 2018

  • Supported multiple clients and global team operations by collaborating with all appropriate key stakeholders to resolve various issue tickets at contact via phone, e-mail, and in person with a timely manner• Investigated and consolidated major issues across applications, prepared process resolution reports and audit documents to present them to team members and management• Validated RightFax fax numbers using virtual and physical fax machines throughout RightFax Cloud migration and eliminated any urgency issues with the businesses• Learned how to use software and security programs to suppress alerts or warming during troubleshooting and maintenance windows • Acted as the main ticket distributor and managed over 50 tickets every week based on analysts workload, vacation calendar, and pager schedule• Provided training sessions for team members to discuss and transfer necessary resources, and troubleshooting materials of all supported applications.• Identified the issue of repetitive maintenance task and created PowerShell automation scripts to record information about system performance, network traffic, user’s Skype usage, and email daily report to the group mailbox• Implemented PowerShell scripts to reduce time-consuming tasks by automating the process of checking multiple server’s configurations and network settings as part of the monthly Risk Control Management of all applications Show less • Joined the team throughout the summer to do research and come up with strategic recommendations for RBC to attract, hire and retain top tech talent – focused recommendations for persona, Data Science and Analytics students. Pitched and presented the solution to folks across RBC in a hackathon format at Student Expo• Participated in the community activity for the Shoreline Cleanup as a part of the July Volunteer month initiative. Collected 22.9 lbs of garbage and cleaned 1.1 km of the shoreline by Budapest Park in Toronto Show less

  • Technical System Analyst Co-op Level 2 Support

    May 2018 - Dec 2018

  • Team Members, T&O Community

    May 2018 - Aug 2018
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  RBC

  May 2019 - now

  Senior System Analyst