Customer-focused call centre professional with Tier 1/2 support experience, de-escalation, and clear communication. Improves first-response, reduces escalations, and shortens resolution times across high-volume phone/chat/email queues. Strong documentation habits and plain-language explanations for non-technical users.
- Implemented **fair-value pricing** and **bundle offers** to accelerate turnover and improve margins while reducing low-value inquiries.
- Standardized **verification, escrow/moderation, and proof-of-ownership** steps to mitigate **fraud/chargeback** risk.
- Tracked **P&L and cash flow**; reconciled payments and maintained records for auditability.
{{% resume/work-experience name="Red Hat"
title="Technical Support Engineer Intern (Tier 1/2)"
languages="Ticketing/Triage, Knowledge Base Writing, De-escalation"
date="Aug 2023 — Aug 2024" %}}
- Delivered **Tier 1/2 frontline support** for CI/CD
and Kubernetes issues via a ticket queue, improving
**first-response time by 40%** through better triage
and routing.
- Performed **incident troubleshooting and root-cause
analysis**; automated data capture/validation that
resolved **80% of config errors** and **reduced
downtime by 40%**.
- Wrote **clear, step-by-step knowledge-base articles**
and troubleshooting flows that enabled Tier 1 to
solve common probe issues, **cutting escalations by
30%**.
- Built a deployment **runbook** that
standardized fixes and **reduced repeat
contacts/tickets by 66%**; **shortened resolution
time from 45 → 15 minutes**.
- Kept users informed with **concise status updates**,
set expectations, and **de-escalated frustrated
stakeholders** by focusing on next steps and time to
resolution.
- Partnered with QA/DevOps to capture **root causes**
of startup failures; implemented dynamic probes that
**cut production launch issues by 50%**.
{{% /resume/work-experience %}}
{{% resume/section "Web Dev & Support Projects" %}}<!--- {{{ -->
languages="Ticketing/Triage, De-escalation, Knowledge Base Writing"
date="Aug 2022 — Aug 2024" %}}
- Delivered **Tier 1/2 frontline support** for CI/CD and Kubernetes issues via a ticket queue, improving **first-response time by 40%** through better triage and routing.
- Performed **incident troubleshooting and root-cause analysis**; automated data capture/validation that resolved **80% of config errors** and **reduced downtime by 40%**.
- Wrote **clear, step-by-step knowledge-base articles** and troubleshooting flows that enabled Tier 1 to solve common probe issues, **cutting escalations by 30%**.
- Built a deployment **runbook** that standardized fixes and **reduced repeat contacts/tickets by 66%**; **shortened resolution time from 45 → 15 minutes**.
- Kept users informed with **concise status updates**, set expectations, and **de-escalated frustrated stakeholders** by focusing on next steps and time to resolution.
- Partnered with QA/DevOps to capture **root causes** of startup failures; implemented dynamic probes that **cut production launch issues by 50%**.
{{% /resume/section %}}
{{% resume/section "Web Dev Projects" %}}<!--- {{{ -->
{{% resume/project name="Rarity Surf"
languages="User Support, Bug Reproduction"
date="March 2025" show="true" %}}
- Provided **real-time user support** for a live
analytics app (triage → reprogram → fix → user follow-up)
across UI filtering and API errors.
- **Translated user requests into fixes/features**,
improving usability for non-technical traders;
**reduced perceived latency by 50%** under load with
targeted optimizations.
- Captured solved issues into **knowledge base notes** and
issue templates to speed future handling and reduce
back-and-forth.
date="March 2024 — Dec 2024" show="true" %}}
- Reproduced user-reported issues; wrote **concise repro steps** and a **known-issues + workarounds** note to reduce repeat questions.
- Partnered with devs to **prioritize fixes** from impact-driven triage; confirmed resolutions and updated user-facing notes.
- Created short **onboarding/troubleshooting** snippets that cut new-user setup pings and improved first-contact resolution.
