@ -3,120 +3,109 @@ title: "Resume"
date: 2019-02-11T07:50:51-05:00date: 2019-02-11T07:50:51-05:00
draft: falsedraft: false
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{{% 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 %}}<!-- - }}} -->
{{% resume/section "Web Dev Projects" %}}<!-- - {{{ -->
{{% resume/section "Work Experience" %}}<!-- - {{{ -->
<!-- - Rarity Surf {{{ -->
{{% 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" {{% resume/project name="Rarity Surf"
languages="TypeScript, JavaScript, Node.js, React" languages="TypeScript, JavaScript, Node.js, React"
date="March 2025" show="true" %}}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 %}}
<!-- - Rarity Surf }}} -->
<!-- - {{{ Astronofty -->
{{% 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" %}}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 %}}
<!-- - }}} Astronofty -->
<!-- - {{{ Kanban -->
{{% 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" %}}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/project %}}
<!-- - }}} Kanban -->
{{% /resume/section %}}<!-- - }}} --> {{% /resume/section %}}<!-- - }}} -->
{{% resume/section skills %}}<!-- - {{{ --> {{% 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 %}}<!-- - }}} -->
{{% resume/section education %}}<!-- - {{{ --> {{% resume/section education %}}<!-- - {{{ -->
{{% resume/education name="University of Toronto (St. George)"{{% 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/s ection %}}<!-- - }}} -->
{{% /resume/edu ca tion %}}<!-- - }}} -->
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