Call centre resume

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 themes/base16*
 
 *.pdf
+*p*.md
 
 commit-msg.txt
 .hugo_build.lock

content/resume/_index.md

@@ -3,120 +3,109 @@ title: "Resume"
 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="Cloud/Software Engineer Intern" languages="Kubernetes, GoLang, Jenkins" date="May 2022 — Aug 2023" %}}
+title="Technical Support Engineer Intern (Tier 1/2)" languages="Ticketing" date="May 2023 — Aug 2024" %}}
 
-- **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%**.  
+- 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 %}}<!--- }}} -->
+{{% /resume/work-experience %}}
 
-{{% resume/section "Web Dev Projects" %}}<!--- {{{ -->
-
-<!--- Rarity Surf {{{ -->
+{{% 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 %}}
 
-<!--- Rarity Surf }}} -->
-
-<!--- {{{ Astronofty -->
-
-{{% resume/project name="Astronofty" 
-url="https://github.com/Kevin-Mok/astronofty" languages="JavaScript, React, Solidity" date="Jan 2023" 
-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.
-
-{{% /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" 
 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.
+- **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 %}}
 
-<!--- }}} Kanban -->
+{{% 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 %}}
 
 {{% /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 %}}<!--- }}} -->
 
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