diff --git a/content/resume/_index.md b/content/resume/_index.md index 4fb3b14..dfdc6a1 100644 --- a/content/resume/_index.md +++ b/content/resume/_index.md @@ -4,116 +4,56 @@ date: 2019-02-11T07:50:51-05:00 draft: false --- -{{% resume/section "Summary" %}} - -Customer-focused call centre professional with -Tier 1/2 support experience, de-escalation, and clear -communication, delivering faster first response, -fewer escalations, and shorter resolution times. -Comfortable handling high-volume phone/chat/email queues, -documenting solutions in a knowledge base, and translating -issues into plain language for non-technical users. - -{{% /resume/section %}} - -{{% resume/section "Work Experience" %}} - -{{% resume/work-experience name="Red Hat" +{{% resume/section "Summary" %}} +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. +{{% /resume/section %}} + +{{% resume/section "Work Experience" %}} + +{{% resume/work-experience name="Digital Goods Marketplace" +title="Owner–Operator (Customer Support & Sales)" +languages="Live Chat Support, Dispute Resolution, Sales Negotiation" +date="July 2025 — Present" %}} +- Built and managed a **peer-to-peer e-commerce operation** reselling digital items; exceeded **$10,000+ gross merchandise + value**. +- Closed transactions with **100+ verified vouches**, maintaining **5-star satisfaction** and **zero unresolved disputes**. +- Handled **end-to-end operations**: sourcing, pricing, inventory, listings, secure payments and fulfillment. +- 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. +{{% /resume/section %}} {{% /resume/project %}} -{{% resume/project name="Kanban Calendar" -url="https://github.com/Kevin-Mok/astronofty" -languages="Bug Reproduction, Troubleshooting Guide" -show="true" %}} - -- **Reproduced and resolved UI bugs** reported across - devices; documented steps and **added a - troubleshooting guide** for consistent team fixes. -- Built and maintained a **mobile-responsive calendar - interface** that improved day-to-day task clarity for - end users. - -{{% /resume/project %}} - -{{% resume/project name="Astronofty" -url="https://github.com/Kevin-Mok/astronofty" -languages="Live Demo Support, Stakeholder Updates" -date="Jan 2023" -show="true" %}} - -- Supported a **live demo under time pressure**; - handled rapid feedback, adjusted components on the - fly, and unblocked testers during judging. -- Practiced **clear stakeholder comms** (what’s fixed, - what’s next, ETA), mirroring call-centre update - cadence. - -{{% /resume/project %}} - -{{% /resume/section %}} - -{{% resume/section skills %}} - -- **Call Centre & Customer Support:** Active Listening, De-escalation, Clear Written/Verbal Communication, Ticket Triage & Prioritization, SLA Awareness, Call/Chat/Email Etiquette, Documentation & KB Writing -- **Technical Support:** Tier 1/2 Troubleshooting, Incident Response, Microsoft 365, VPN basics, Log Analysis, Root-Cause Investigation, Linux basics +{{% resume/section "Skills" %}} +- **Customer Support & Call Centre:** Active listening, empathy, de-escalation, clear written/verbal comms, ticket triage/prioritization, SLA awareness, call/chat/email etiquette, documentation & KB writing +- **Technical:** Microsoft 365, VPN/log basics, Linux basics - **Languages:** English; **Cantonese (fluent)** +{{% /resume/section %}} -{{% /resume/section %}} - -{{% resume/section education %}} - +{{% resume/section "Education" %}} {{% resume/education name="University of Toronto (St. George)" - -title="Computer Science Specialist — 3.84 GPA (CS). Graduated with High Distinction." date="2020 — 2025" %}} - -{{% /resume/education %}} - - +title="Computer Science Specialist — 3.84 GPA. Graduated with High Distinction." +date="2020 — 2025" %}} +{{% /resume/section %}} diff --git a/static/pdf b/static/pdf index fba98c3..90365fb 160000 --- a/static/pdf +++ b/static/pdf @@ -1 +1 @@ -Subproject commit fba98c3a24c273f44b6924626047913bc6b7c149 +Subproject commit 90365fbffeb33843719a3aa4fae284db5ac702ff