Opta

.gitignore

@@ -4,7 +4,6 @@ resources/_gen/
 themes/base16*
 
 *.pdf
-*p*.md
 
 commit-msg.txt
 .hugo_build.lock

assets/sass/main.scss

@@ -752,8 +752,6 @@ header {// {{{
 
   &.letter {
     margin-top: 2em;
-    margin-left: 2em;
-    margin-right: 2em;
     line-height: 1.5em;
 
     img {
@@ -768,8 +766,6 @@ header {// {{{
 
     p {
       margin-bottom: 1em;
-      font-size: 25px;
-      line-height: 1.5em;
     }
     
     .no-line-spacing {
@@ -1196,8 +1192,3 @@ pre { background: #2d2d2d; color: #f2f0ec }
 
 //  }}} Pygments  // 
 
-@media print {
-  .resume, body { font-size: 13pt; line-height: 1.5; }
-  .resume li { margin-bottom: 2pt !important; }
-  .resume h2, .resume .section__title { margin: 6pt 0 2pt !important; }
-}

content/resume/_index.md

@@ -3,57 +3,120 @@ title: "Resume"
 date: 2019-02-11T07:50:51-05:00
 draft: false
 ---
+{{% resume/section "Work Experience" %}}<!--- {{{ -->
 
-{{% resume/section "Summary" %}}
-Customer-focused call centre professional with Tier 1/2 support experience, de-escalation, and clear communication. Improves first-response, reduces escalations, and shortens resolution times across high-volume phone/chat/email queues. Strong documentation habits and plain-language explanations for non-technical users.
-{{% /resume/section %}}
+{{% resume/work-experience name="Red Hat" 
+title="Cloud/Software Engineer Intern" languages="Kubernetes, GoLang, Jenkins" date="May 2022 — Aug 2023" %}}
 
-{{% resume/section "Work Experience" %}}
+- **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**.
+- **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.  
+- **Demonstrated leadership and collaboration** by actively 
+  contributing to **Agile** sprint planning in a 12-member team, 
+  driving improvement in sprint velocity through 
+  optimized task delegation and idea generation.
+- **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%**.  
+- **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.
 
-{{% resume/work-experience name="Digital Goods Marketplace"
-title="Owner–Operator (Customer Support & Sales)"
-languages="Live Chat Support, Dispute Resolution, Sales Negotiation"
-date="July 2025 — Present" %}}
-- Built and managed a **peer-to-peer e-commerce operation** reselling digital items; exceeded **$10,000+ gross merchandise 
-  value**.
-- Closed transactions with **100+ verified vouches**, maintaining **5-star satisfaction** and **zero unresolved disputes**.
-- Handled **end-to-end operations**: 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 **verification, escrow/moderation, and proof-of-ownership** steps to mitigate **fraud/chargeback** risk.
-- Tracked **P&L and cash flow**; reconciled payments and maintained records for auditability.
+{{% /resume/section %}}<!--- }}} -->
 
-{{% resume/work-experience name="Red Hat"
-title="Technical Support Engineer Intern (Tier 1/2)"
-languages="Ticketing/Triage, De-escalation, Knowledge Base Writing"
-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.
-- 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 skills %}}<!--- {{{ -->
 
-{{% /resume/section %}}
+- **Data Entry**: 120 WPM, Microsoft 365 (Office/Excel)
+- **Customer Support**: Tier 1/2 Troubleshooting, Cross-team Collaboration, 
+  Communication, Documentation
+- **Programming**: Python, Go, JavaScript, TypeScript, AWS, PostgreSQL, Linux, React, Django
+
+{{% /resume/section %}}<!--- }}} -->
 
 {{% resume/section "Web Dev Projects" %}}<!--- {{{ -->
+
+<!--- Rarity Surf {{{ -->
+
 {{% resume/project name="Rarity Surf" 
-languages="User Support, Bug Reproduction"
-date="March 2024 — Dec 2024" show="true" %}}
-- 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 %}}
+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.
 
 {{% /resume/project %}}
 
-{{% resume/section "Skills" %}}
-- **Customer Support & Call Centre:** Active listening, empathy, de-escalation, clear written/verbal comms, ticket triage/prioritization, SLA awareness, call/chat/email etiquette, documentation & KB writing
-- **Technical:** Microsoft 365, VPN/log basics, Linux basics
-- **Languages:** English; **Cantonese (fluent)**
-{{% /resume/section %}}
+<!--- 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.
+
+{{% /resume/project %}}
+
+<!--- }}} Kanban -->
+
+{{% /resume/section %}}<!--- }}} -->
+
+
+{{% resume/section education %}}<!--- {{{ -->
 
-{{% resume/section "Education" %}}
 {{% resume/education name="University of Toronto (St. George)"
-title="Computer Science Specialist — 3.84 GPA. Graduated with High Distinction."
-date="2020 — 2025" %}}
-{{% /resume/section %}}
+title="Computer Science Specialist — 3.84 GPA (CS). Graduated with High Distinction." date="2019 — 2024" %}}
+
+{{% /resume/section %}}<!--- }}} -->
+
+{{% resume/section "Referral" %}}<!--- {{{ -->
+
+{{% resume/references %}}
+
+{{% /resume/section %}}<!--- }}} -->
+
+<!-- vim: fdm=marker -->

layouts/shortcodes/resume/references.html

@@ -1,10 +1,5 @@
 <div class="references">
   <span>
-    See my LinkedIn for 
-    <a href="https://www.linkedin.com/in/kev-mok/details/recommendations/?detailScreenTabIndex=0"
-      target="_blank">
-    references</a> from my
-    Red Hat managers/mentee, a startup client and a graduate
-    student mentor.
+    Referred to job by Stephanie Te (stephanie.te@verisk.com).
   </span>
 </div>