documenting fixes into KBs, and translating technical
issues into plain language for non-technical users.
{{% /resume/section %}}<!--- }}} -->
{{% 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.
-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%**.
-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.
{{% /resume/work-experience %}}
{{% 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"
%}}
{{% resume/section "Web Dev & Support Projects" %}}<!--- {{{ -->
- 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%**.
- 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 and shipped **onboarding/troubleshooting snippets** that cut new-user setup pings, improved first-contact resolution, and kept user-facing notes up to date.
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