- 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.
- Implemented **fair-value pricing** and **bundle offers** to accelerate turnover and improve margins while reducing low-value inquiries.
- Standardized **verification, escrow/moderation, and proof-of-ownership** steps to mitigate **fraud/chargeback** risk.
- 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.
- Tracked **P&L and cash flow**; reconciled payments and maintained records for auditability.
{{% resume/work-experience name="Red Hat"
{{% resume/work-experience
name="Red Hat"
title="Technical Support Engineer Intern (Tier 1/2)"
title="Technical Support Engineer Intern (Tier 1/2)"
languages="Ticketing/Triage, De-escalation, Knowledge Base Writing"
languages="Ticketing/Triage, De-escalation, Knowledge Base Writing"
date="Aug 2022 — Aug 2024" %}}
date="Aug 2022 — 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.
- 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%**.
- 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%**.
- Wrote **clear, step-by-step knowledge-base articles** and troubleshooting flows that enabled Tier 1 to solve common probe issues, **cutting escalations by 30%**.
@ -35,16 +41,12 @@ date="Aug 2022 — Aug 2024" %}}
{{% /resume/section %}}
{{% /resume/section %}}
{{% resume/section "Web Dev Projects" %}}<!--- {{{ -->
- Reproduced user-reported issues; wrote **concise repro steps** and a **known-issues + workarounds** note to reduce repeat questions.
- Reproduced user-reported issues; wrote **concise repro steps** and a **known-issues + workarounds** note to reduce repeat questions.
- Partnered with devs to **prioritize fixes** from impact-driven triage; confirmed resolutions and updated user-facing notes.
- Created short **onboarding/troubleshooting** snippets that cut new-user setup pings and improved first-contact resolution.
{{% /resume/section %}}
- Partnered with devs to **prioritize fixes** from impact-driven triage and shipped **onboarding/troubleshooting snippets** that cut new-user setup pings, improved first-contact resolution, and kept user-facing notes up to date.
Kevin Mok