diff --git a/.gitignore b/.gitignore index 12c2ae9..ded4f23 100644 --- a/.gitignore +++ b/.gitignore @@ -4,6 +4,7 @@ resources/_gen/ themes/base16* *.pdf +*p*.md commit-msg.txt .hugo_build.lock diff --git a/content/resume/_index.md b/content/resume/_index.md index 790ad89..77030e4 100644 --- a/content/resume/_index.md +++ b/content/resume/_index.md @@ -3,120 +3,109 @@ title: "Resume" date: 2019-02-11T07:50:51-05:00 draft: false --- -{{% resume/section "Work Experience" %}} - -{{% resume/work-experience name="Red Hat" -title="Cloud/Software Engineer Intern" languages="Kubernetes, GoLang, Jenkins" date="May 2022 — Aug 2023" %}} - -- **Provided Tier 1 and Tier 2 support**, resolving - user-reported issues with CI/CD pipelines and Kubernetes - environments, resulting in a **40% faster average response - time**. -- **Diagnosed and resolved 80% of configuration - errors** in Kubernetes deployments by automating data - fetching and validation, **reducing system downtime - by 40%** and improving reliability for end-users. -- **Reduced deployment-related support tickets by 66%** - by developing a CLI tool to automate Kubernetes - binary deployments, with documented troubleshooting - procedures that cut resolution time from 45 to 15 - minutes. -- **Decreased configuration error escalations by 30%** - through dynamic probe defaults and created knowledge - base articles enabling Tier 1 support to resolve most - probe issues independently. -- **Authored clear, user-friendly documentation** that - translated complex technical processes into - step-by-step guides, **accelerating onboarding by - 50%** and enabling non-technical stakeholders to - self-serve. -- **Collaborated with QA and DevOps teams** to document - root causes of startup failures in legacy systems, - implementing dynamic probes that **cut production - launch issues by 50%**. +{{% 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 "Web Dev Projects" %}} +{{% 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/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 direct user support** for a live NFT analytics - platform, resolving front-end filtering bugs and API - integration issues in real-time. -- **Developed a full-stack web application with PostgreSQL database** to analyze NFT rarity rankings, increasing market research efficiency by 80%. -- **Translated user requests into technical features**, implementing real-time PostgreSQL-powered filters that improved usability for non-technical traders. -- **Debugged and optimized API performance** under - load, reducing latency by 50% and enabling **3,000+ - concurrent users** to filter NFT data - seamlessly, addressing real-time customer usability - issues. +- 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/project %}} - - - - -{{% resume/project name="Astronofty" -url="https://github.com/Kevin-Mok/astronofty" languages="JavaScript, React, Solidity" date="Jan 2023" +{{% resume/project name="Kanban Calendar" +url="https://github.com/Kevin-Mok/astronofty" +languages="TypeScript, JavaScript, React, Next.js" date="Feb 2025" show="true" %}} -- **Developed technical solutions in high-pressure - environments**, earning 2nd place at UofTHacks X for a - decentralized NFT marketplace app. -- **Handled real-time user testing feedback**, adapting - components on the fly to resolve blocking issues during - demo. +- **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="Kanban Calendar" -url="https://github.com/Kevin-Mok/astronofty" -languages="TypeScript, JavaScript, React, Next.js" date="Feb 2025" +{{% resume/project name="Astronofty" +url="https://github.com/Kevin-Mok/astronofty" languages="JavaScript, React, Solidity" date="Jan 2023" show="true" %}} -- **Resolved UI bugs and cross-device compatibility - issues**, contributing documentation for consistent - reproduction and team-wide fixes. -- **Built and maintained a [responsive calendar interface](https://kanban-calendar-lake.vercel.app/)**, - enhancing productivity for users managing personal and - professional tasks. +- 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 %}} -- **IT Support Skills**: Tier 1/2 Troubleshooting, Incident - Response, Jira, Microsoft 365, VPN, Log Analysis, Knowledge Base Writing, Root Cause - Investigation -- **Customer Support**: Cross-team Collaboration, - Communication, User Training, Documentation -- **Programming Languages**: Python, Go, JavaScript, - TypeScript -- **Web Development**: PostgreSQL, Linux, React, Django +- **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 education %}} {{% resume/education name="University of Toronto (St. George)" -title="Computer Science Specialist — 3.84 GPA (CS). Graduated with High Distinction." date="2019 — 2024" %}} -- **Relevant Coursework**: Computer Networking, Databases, Operating Systems +title="Computer Science Specialist — 3.84 GPA (CS). Graduated with High Distinction." date="2020 — 2025" %}} -{{% /resume/section %}} +{{% /resume/education %}} diff --git a/static/pdf b/static/pdf index b5d5360..6d0677d 160000 --- a/static/pdf +++ b/static/pdf @@ -1 +1 @@ -Subproject commit b5d5360bdb959f8b81461b7d5a29b7c6edcdc47f +Subproject commit 6d0677da344ec53d65d789c41655ded1d540b31f