From 54165d3e7ed96d3dbed02cbba4c958916fdc1907 Mon Sep 17 00:00:00 2001 From: Kevin Mok Date: Wed, 1 Oct 2025 14:47:38 -0400 Subject: [PATCH] Add Steph ref --- content/resume/_index.md | 135 +++++++--------------- layouts/partials/base/header.html | 1 + layouts/shortcodes/resume/references.html | 7 +- static/css/print.css | 71 ++++++++++++ 4 files changed, 116 insertions(+), 98 deletions(-) create mode 100644 static/css/print.css diff --git a/content/resume/_index.md b/content/resume/_index.md index 77030e4..6fa5908 100644 --- a/content/resume/_index.md +++ b/content/resume/_index.md @@ -4,108 +4,59 @@ date: 2019-02-11T07:50:51-05:00 draft: false --- -{{% resume/section "Summary" %}} -Customer-focused Technical Support professional with -Tier 1/2 experience, strong de-escalation and clear -communication skills, and a track record of faster -first response, fewer escalations, and tighter SLAs. -Comfortable handling high-throughput ticket queues, -documenting fixes into KBs, and translating technical -issues into plain language for non-technical users. -{{% /resume/section %}} - -{{% resume/section "Work Experience" %}} - -{{% resume/work-experience name="Red Hat" -title="Technical Support Engineer Intern (Tier 1/2)" languages="Ticketing" date="May 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/section "Summary" %}} +Customer-focused Technical Support professional (Tier 1/2) with strong de-escalation and clear communication skills, and a track record of faster first response, fewer escalations, and tighter SLAs. Comfortable handling high-throughput ticket queues, documenting fixes into KBs, and translating technical issues into plain language for non-technical users. +{{% /resume/section %}} + +{{% resume/section "Work Experience" %}} + +{{% resume/work-experience name="Red Hat" +title="Technical Support Engineer Intern (Tier 1/2)" +languages="Ticketing/Triage, Knowledge Base Writing, De-escalation" +date="May 2023 — Aug 2024" %}} +- Delivered **Tier 1/2 frontline support** for CI/CD & Kubernetes in a ticket queue; improved **first-response time by 40%** through better triage/routing. +- Performed **incident troubleshooting and root-cause analysis**; automated data capture/validation that resolved **80% of config errors** and **reduced downtime by 40%**. +- Wrote **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 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. +- Documented fixes into **KBs/runbooks** for reuse. {{% /resume/work-experience %}} -{{% resume/section "Web Dev & Support Projects" %}} - -{{% resume/project name="Rarity Surf" -languages="TypeScript, JavaScript, Node.js, React" -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. +{{% resume/section "Web Dev & Support Projects" %}} +{{% resume/project name="Rarity Surf" +languages="User Support, Bug Reproduction" +date="Mar 2025" show="true" %}} +- Provided **real-time user support** for a live analytics app (triage → reprogram → fix → 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. {{% /resume/project %}} -{{% resume/project name="Kanban Calendar" -url="https://github.com/Kevin-Mok/astronofty" -languages="TypeScript, JavaScript, React, Next.js" date="Feb 2025" -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 name="Kanban Calendar" +languages="Bug Reproduction, Troubleshooting Guide" +date="Feb 2025" show="true" %}} +- **Reproduced and resolved UI bugs** across devices; documented steps and **added a troubleshooting guide** for consistent 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="JavaScript, React, Solidity" 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 name="Astronofty" +languages="Live Demo Support, Stakeholder Updates" +date="Jan 2023" show="true" %}} +- Supported a **live demo under time pressure**; handled rapid feedback and kept stakeholders aligned with “what’s fixed/next/ETA.” {{% /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 %}} -{{% /resume/section %}} - -{{% resume/section education %}} +{{% resume/section "Skills" %}} +**Call Centre & Customer Support:** Active Listening, De-escalation, Clear Communication, Ticket Triage, Documentation/KB Writing, Jira +**Technical Support:** Tier 1/2 Troubleshooting, Incident Response, Microsoft 365, Log Analysis, Root-Cause Investigation +**Languages:** English, Cantonese +{{% /resume/section %}} +{{% resume/section "Education" %}} {{% resume/education name="University of Toronto (St. George)" +title="Computer Science Specialist — 3.84 GPA, High Distinction." date="2020 — 2025" %}} +{{% /resume/education %}} -title="Computer Science Specialist — 3.84 GPA (CS). Graduated with High Distinction." date="2020 — 2025" %}} - -{{% /resume/education %}} - - +{{% resume/section "Referral" %}} +{{% resume/references %}} +{{% /resume/section %}} diff --git a/layouts/partials/base/header.html b/layouts/partials/base/header.html index d9abe54..5e715a7 100644 --- a/layouts/partials/base/header.html +++ b/layouts/partials/base/header.html @@ -24,6 +24,7 @@ + {{ $main_sass := resources.Get "sass/main.scss" }} {{ $main_style := $main_sass | resources.ToCSS }} diff --git a/layouts/shortcodes/resume/references.html b/layouts/shortcodes/resume/references.html index 3402e88..930b090 100644 --- a/layouts/shortcodes/resume/references.html +++ b/layouts/shortcodes/resume/references.html @@ -1,10 +1,5 @@
- See my LinkedIn for - - references from my - Red Hat managers/mentee, a startup client and a graduate - student mentor. + Referred to job by Stephanie Te (stephanie.te@verisk.com).
diff --git a/static/css/print.css b/static/css/print.css new file mode 100644 index 0000000..c631ee2 --- /dev/null +++ b/static/css/print.css @@ -0,0 +1,71 @@ +/* static/css/print.css */ +@media print { + /* A little more vertical room on the page */ + @page { size: A4; margin: 10mm 12mm; } + + /* Make the whole resume slightly denser but readable */ + .resume, body { font-size: 11pt; line-height: 1.25; } + + /* === SKILLS SECTION FIXES === */ + /* Stop clipping and let content wrap/flow */ + .section--skills, + .resume .section--skills, + [data-section-title="Skills"] { + max-height: none !important; + overflow: visible !important; + break-inside: avoid-page; + page-break-inside: avoid; + } + + /* If the theme uses multi-columns for skills, collapse to 1 for print */ + .section--skills ul, + [data-section-title="Skills"] ul { + columns: 1 !important; + -webkit-columns: 1 !important; + column-gap: 0 !important; + } + + /* Ensure list items/tags wrap cleanly and never get cut off */ + .section--skills li, + [data-section-title="Skills"] li, + .section--skills .tag, + .section--skills .tags .tag { + white-space: normal !important; + word-break: normal; + overflow-wrap: anywhere; + break-inside: avoid; + margin-bottom: 1.5mm; + } + + /* Tighten vertical padding in sections to gain a line or two */ + + + /* Micro-tighten text to save ~1 line */ + .resume, body { + font-size: 11pt; + line-height: 1.22; /* was 1.25 */ + } + + /* Reduce space around lists */ + .resume ul { margin-top: 0 !important; margin-bottom: 1.5mm !important; } + .resume li { margin-bottom: 1mm !important; } + + /* Optional: shrink Skills section a touch more */ + .section--skills li { margin-bottom: 1mm !important; } + .resume .section { padding-top: 3mm !important; padding-bottom: 3mm !important; } + + /*@media print {*/ + /*@page { size: A4; margin: 11.75mm 12mm; } [> was 10mm 12mm <]*/ + /*}*/ + + @media print { + /* fit-to-one-page nudges */ + @page { size: A4; margin: 9mm 10mm; } /* was ~10–12mm */ + .resume, body { font-size: 10.75pt; line-height: 1.22; } /* was 11pt / 1.25 */ + + /* tighten vertical whitespace */ + h2, h3 { margin-top: 6px; margin-bottom: 4px; } + .resume li { margin-bottom: 2px; } /* list spacing */ + .resume section { margin-top: 8px; } /* section gap */ + } +}