Update STB nums

content/resume/_index.md

@@ -14,63 +14,55 @@ and **plain-language** explanations for non-technical users.
 
 {{% resume/section "Work Experience" %}}
 
-{{% resume/work-experience name="Red Hat"
+{{% resume/work-experience
+    name="Red Hat"
     title="Technical Support Engineer Intern (Tier 1/2)"
-languages="Ticketing/Triage, De-escalation, Knowledge Base (KB) Writing"
-date="Aug 2022 — Aug 2024" %}}
-- Delivered Tier 1/2 frontline support for **continuous integration/continuous
-  delivery (CI/CD)** and **Kubernetes** 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 configuration errors** and
-  **reduced downtime by 40%**.
-- Wrote **clear, step-by-step knowledge-base (KB) 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**.
-- Provided **concise status updates**, set expectations, and **de-escalated**
-  stakeholders with a **next-step** and **time-to-resolution** focus.
-- Partnered with **QA/DevOps** to capture **root causes** of startup failures;
-  implemented **dynamic probes** that **cut production launch issues by 50%**.
+    languages="Ticketing/Triage, De-escalation, Knowledge Base Writing"
+    date="Aug 2022 — Aug 2024"
+%}}
 
-{{% resume/work-experience name="Digital Goods Marketplace"
+- 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
+    name="Digital Goods Marketplace"
     title="Owner–Operator (Customer Support & Sales)"
     languages="Live Chat Support, Dispute Resolution, Sales Negotiation"
-date="Jul 2025 — Present" %}}
-- Built and managed a **peer-to-peer e-commerce** operation reselling digital
-  items; exceeded **>$15,000 gross merchandise value (GMV)**.
-- Closed transactions with **100+ verified vouches**, maintaining **5-star
-  satisfaction** and **0 unresolved disputes**.
-- Handled **end-to-end operations**: sourcing, pricing, inventory, listings,
-  **secure payments** and fulfillment.
-- Used **fair-value pricing** and **bundles** to **increase turnover/margins** and
-  **reduce low-value inquiries**.
-- Standardized **verification, escrow/moderation, and proof-of-ownership** steps
-  to mitigate **fraud/charge-back** risk.
-- Tracked **profit and loss (P&L)** and **cash flow**; **reconciled payments**
-  and kept **audit-ready records**.
+    date="July 2025 — Present"
+%}}
+
+- Built and managed a **peer-to-peer e-commerce operation** reselling digital items; exceeded **$50,000+ gross merchandise 
+  value**.
+- Closed transactions and **middlemanned for high-value trades exceeding $5,000+ deals)** with **250+ verified vouches**, maintaining **5-star satisfaction** and **zero unresolved disputes**.
+- Handled **end-to-end operations and escrow**: 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 **ownership verification and middleman workflows** to mitigate **fraud/chargeback** risk on large trades.
+- Tracked **P&L and cash flow**; reconciled payments and maintained records for auditability.
+
 {{% /resume/section %}}
 
-{{% resume/section "Web Dev Projects" %}}
+{{% resume/section " Dev Projects" %}}
 {{% resume/project name="Rarity Surf"
 languages="User Support, Bug Reproduction"
 date="Mar 2024 — Dec 2024" show="true" %}}
-- Reproduced user issues; wrote **concise reproduction steps** and **known-issues workarounds**, reducing **repeat questions** and improving **first-contact
-  resolution (FCR)**.
-- Partnered with **developers** to **prioritize fixes by impact**; **validated
-  resolutions** and updated **onboarding/troubleshooting** snippets.
+- Reproduced user issues and wrote **concise repro steps**, **known-issues
+  workarounds**, and **onboarding/troubleshooting snippets** that reduced
+  **repeat questions**, improved **first-contact resolution (FCR)**, and kept
+  user-facing docs in sync with shipped fixes.
 {{% /resume/project %}}
 {{% /resume/section %}}
 
 {{% resume/section "Skills" %}}
 - **Customer Support & Call Centre:** Active listening, empathy,
-  de-escalation, clear written/verbal communication, ticket
-  triage/prioritization, **service-level agreement (SLA) awareness**,
-  call/chat/email etiquette, documentation & **KB** writing
-- **Technical:** **Microsoft 365**, **virtual private network (VPN)**/log basics,
-  **Linux**
-- **Languages:** **English**; **Cantonese (fluent)**
+  de-escalation, written/verbal communication, ticket
+  triage/prioritization, **SLA awareness**, call/chat/email etiquette,
+  documentation & **KB** writing
+- **Technical:** **Microsoft 365**, **VPN/log basics**, **Linux**; 
+- **Languages:** **English**, **Cantonese (fluent)**
 {{% /resume/section %}}
 
 {{% resume/section "Education" %}}