- 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%**.
- Used **fair-value pricing** and **bundles** to **increase turnover/margins** and
**reduce low-value inquiries**.
- Standardized **verification, escrow/moderation, and proof-of-ownership** steps
to mitigate **fraud/charge-back** risk.
- Tracked **profit and loss (P&L)** and **cash flow**; **reconciled payments**
and kept **audit-ready records**.
date="July 2025 — Present"
%}}
- Built and managed a **peer-to-peer e-commerce operation** reselling digital items; exceeded **$50,000+ gross merchandise
value**.
- Closed transactions and **middlemanned for high-value trades exceeding $5,000+ deals)** with **250+ verified vouches**, maintaining **5-star satisfaction** and **zero unresolved disputes**.
- Handled **end-to-end operations and escrow**: sourcing, pricing, inventory, listings, secure payments and fulfillment.
- Implemented **fair-value pricing** and **bundle offers** to accelerate turnover and improve margins while reducing low-value inquiries.
- Standardized **ownership verification and middleman workflows** to mitigate **fraud/chargeback** risk on large trades.
- Tracked **P&L and cash flow**; reconciled payments and maintained records for auditability.
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{{% resume/project name="Rarity Surf"
{{% resume/project name="Rarity Surf"
languages="User Support, Bug Reproduction"
languages="User Support, Bug Reproduction"
date="Mar 2024 — Dec 2024" show="true" %}}
date="Mar 2024 — Dec 2024" show="true" %}}
- Reproduced user issues; wrote **concise reproduction steps** and **known-issues workarounds**, reducing **repeat questions** and improving **first-contact
resolution (FCR)**.
- Partnered with **developers** to **prioritize fixes by impact**; **validated
resolutions** and updated **onboarding/troubleshooting** snippets.
- Reproduced user issues and wrote **concise repro steps**, **known-issues
workarounds**, and **onboarding/troubleshooting snippets** that reduced
**repeat questions**, improved **first-contact resolution (FCR)**, and kept
user-facing docs in sync with shipped fixes.
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{{% resume/section "Skills" %}}
{{% resume/section "Skills" %}}
- **Customer Support & Call Centre:** Active listening, empathy,
- **Customer Support & Call Centre:** Active listening, empathy,
Kevin Mok