Add Steph ref
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@@ -4,108 +4,59 @@ date: 2019-02-11T07:50:51-05:00
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draft: false
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---
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{{% resume/section "Summary" %}}<!--- {{{ -->
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Customer-focused Technical Support professional with
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Tier 1/2 experience, strong de-escalation and clear
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communication skills, and a track record of faster
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first response, fewer escalations, and tighter SLAs.
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Comfortable handling high-throughput ticket queues,
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documenting fixes into KBs, and translating technical
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issues into plain language for non-technical users.
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{{% /resume/section %}}<!--- }}} -->
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{{% resume/section "Summary" %}}
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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.
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{{% /resume/section %}}
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{{% resume/section "Work Experience" %}}<!--- {{{ -->
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{{% resume/work-experience name="Red Hat"
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title="Technical Support Engineer Intern (Tier 1/2)" languages="Ticketing" date="May 2023 — Aug 2024" %}}
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- Delivered **Tier 1/2 frontline support** for CI/CD
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and Kubernetes issues via a ticket queue, improving
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**first-response time by 40%** through better triage
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and routing.
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- Performed **incident troubleshooting and root-cause
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analysis**; automated data capture/validation that
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resolved **80% of config errors** and **reduced
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downtime by 40%**.
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- Wrote **clear, step-by-step knowledge-base articles**
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and troubleshooting flows that enabled Tier 1 to
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solve common probe issues, **cutting escalations by
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30%**.
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- Built a deployment **runbook** that
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standardized fixes and **reduced repeat
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contacts/tickets by 66%**; **shortened resolution
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time from 45 → 15 minutes**.
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- Kept users informed with **concise status updates**,
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set expectations, and **de-escalated frustrated
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stakeholders** by focusing on next steps and time to
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resolution.
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- Partnered with QA/DevOps to capture **root causes**
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of startup failures; implemented dynamic probes that
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**cut production launch issues by 50%**.
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{{% resume/section "Work Experience" %}}
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{{% resume/work-experience name="Red Hat"
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title="Technical Support Engineer Intern (Tier 1/2)"
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languages="Ticketing/Triage, Knowledge Base Writing, De-escalation"
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date="May 2023 — Aug 2024" %}}
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- Delivered **Tier 1/2 frontline support** for CI/CD & Kubernetes in a ticket queue; improved **first-response time by 40%** through better triage/routing.
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- Performed **incident troubleshooting and root-cause analysis**; automated data capture/validation that resolved **80% of config errors** and **reduced downtime by 40%**.
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- Wrote **step-by-step knowledge-base articles** and troubleshooting flows that enabled Tier 1 to solve common probe issues, **cutting escalations by 30%**.
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- Built a deployment **runbook** that standardized fixes and **reduced repeat contacts/tickets by 66%**; **shortened resolution from 45 → 15 minutes**.
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- Kept users informed with **concise status updates**, set expectations, and **de-escalated frustrated stakeholders** by focusing on next steps and time to resolution.
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- Documented fixes into **KBs/runbooks** for reuse.
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{{% /resume/work-experience %}}
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{{% resume/section "Web Dev & Support Projects" %}}<!--- {{{ -->
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{{% resume/project name="Rarity Surf"
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languages="TypeScript, JavaScript, Node.js, React"
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date="March 2025" show="true" %}}
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- Provided **real-time user support** for a live
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analytics app (triage → reprogram → fix → user follow-up)
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across UI filtering and API errors.
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- **Translated user requests into fixes/features**,
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improving usability for non-technical traders;
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**reduced perceived latency by 50%** under load with
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targeted optimizations.
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- Captured solved issues into **knowledge base notes** and
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issue templates to speed future handling and reduce
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back-and-forth.
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{{% resume/section "Web Dev & Support Projects" %}}
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{{% resume/project name="Rarity Surf"
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languages="User Support, Bug Reproduction"
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date="Mar 2025" show="true" %}}
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- Provided **real-time user support** for a live analytics app (triage → reprogram → fix → follow-up) across UI filtering and API errors.
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- **Translated user requests into fixes/features**, improving usability for non-technical traders; **reduced perceived latency by 50%** under load with targeted optimizations.
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{{% /resume/project %}}
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{{% resume/project name="Kanban Calendar"
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url="https://github.com/Kevin-Mok/astronofty"
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languages="TypeScript, JavaScript, React, Next.js" date="Feb 2025"
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show="true" %}}
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- **Reproduced and resolved UI bugs** reported across
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devices; documented steps and **added a
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troubleshooting guide** for consistent team fixes.
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- Built and maintained a **mobile-responsive calendar
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interface** that improved day-to-day task clarity for
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end users.
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{{% resume/project name="Kanban Calendar"
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languages="Bug Reproduction, Troubleshooting Guide"
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date="Feb 2025" show="true" %}}
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- **Reproduced and resolved UI bugs** across devices; documented steps and **added a troubleshooting guide** for consistent fixes.
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- Built and maintained a **mobile-responsive calendar interface** that improved day-to-day task clarity for end users.
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{{% /resume/project %}}
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{{% resume/project name="Astronofty"
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url="https://github.com/Kevin-Mok/astronofty" languages="JavaScript, React, Solidity" date="Jan 2023"
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show="true" %}}
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- Supported a **live demo under time pressure**;
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handled rapid feedback, adjusted components on the
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fly, and unblocked testers during judging.
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- Practiced **clear stakeholder comms** (what’s fixed,
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what’s next, ETA), mirroring call-centre update
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cadence.
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{{% resume/project name="Astronofty"
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languages="Live Demo Support, Stakeholder Updates"
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date="Jan 2023" show="true" %}}
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- Supported a **live demo under time pressure**; handled rapid feedback and kept stakeholders aligned with “what’s fixed/next/ETA.”
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{{% /resume/project %}}
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{{% /resume/section %}}<!--- }}} -->
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{{% /resume/section %}}
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{{% resume/section skills %}}<!--- {{{ -->
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- **Call Centre & Customer Support:** Active Listening, De-escalation, Clear Written/Verbal Communication, Ticket Triage & Prioritization, SLA Awareness, Call/Chat/Email Etiquette, Documentation & KB Writing
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- **Technical Support:** Tier 1/2 Troubleshooting, Incident Response, Microsoft 365, VPN basics, Log Analysis, Root-Cause Investigation, Linux basics
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{{% /resume/section %}}<!--- }}} -->
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{{% resume/section education %}}<!--- {{{ -->
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{{% resume/section "Skills" %}}
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**Call Centre & Customer Support:** Active Listening, De-escalation, Clear Communication, Ticket Triage, Documentation/KB Writing, Jira
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**Technical Support:** Tier 1/2 Troubleshooting, Incident Response, Microsoft 365, Log Analysis, Root-Cause Investigation
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**Languages:** English, Cantonese
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{{% /resume/section %}}
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{{% resume/section "Education" %}}
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{{% resume/education name="University of Toronto (St. George)"
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title="Computer Science Specialist — 3.84 GPA, High Distinction." date="2020 — 2025" %}}
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{{% /resume/education %}}
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title="Computer Science Specialist — 3.84 GPA (CS). Graduated with High Distinction." date="2020 — 2025" %}}
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{{% /resume/education %}}<!--- }}} -->
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<!-- vim: fdm=marker -->
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{{% resume/section "Referral" %}}
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{{% resume/references %}}
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{{% /resume/section %}}
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