Update STB nums

assets/sass/main.scss

@@ -752,6 +752,8 @@ header {// {{{
 
   &.letter {
     margin-top: 2em;
+    margin-left: 2em;
+    margin-right: 2em;
     line-height: 1.5em;
 
     img {
@@ -766,6 +768,8 @@ header {// {{{
 
     p {
       margin-bottom: 1em;
+      font-size: 25px;
+      line-height: 1.5em;
     }
     
     .no-line-spacing {
@@ -1192,3 +1196,8 @@ 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

@@ -5,58 +5,68 @@ draft: false
 ---
 
 {{% resume/section "Summary" %}}
-Customer-focused Technical Support professional (Tier 1/2) with 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.
+**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/section "Work Experience" %}}
 
-{{% resume/work-experience name="Red Hat"
-title="Technical Support Engineer Intern (Tier 1/2)"
-languages="Ticketing/Triage, Knowledge Base Writing, De-escalation"
-date="May 2023 — Aug 2024" %}}
-- Delivered **Tier 1/2 frontline support** for CI/CD & Kubernetes in a ticket queue; improved **first-response time by 40%** through better triage/routing.
+{{% 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 **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 from 45 → 15 minutes**.
+- 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.
-- Documented fixes into **KBs/runbooks** for reuse.
-{{% /resume/work-experience %}}
+- Partnered with QA/DevOps to capture **root causes** of startup failures; implemented dynamic probes that **cut production launch issues by 50%**.
 
-{{% resume/section "Web Dev & Support Projects" %}}
+{{% 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"
+%}}
 
-{{% resume/project name="Rarity Surf"
-languages="User Support, Bug Reproduction"
-date="Mar 2025" show="true" %}}
-- Provided **real-time user support** for a live analytics app (triage → reprogram → fix → 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.
-{{% /resume/project %}}
-
-{{% resume/project name="Kanban Calendar"
-languages="Bug Reproduction, Troubleshooting Guide"
-date="Feb 2025" show="true" %}}
-- **Reproduced and resolved UI bugs** across devices; documented steps and **added a troubleshooting guide** for consistent fixes.
-- Built and maintained a **mobile-responsive calendar interface** that improved day-to-day task clarity for end users.
-{{% /resume/project %}}
-
-{{% resume/project name="Astronofty"
-languages="Live Demo Support, Stakeholder Updates"
-date="Jan 2023" show="true" %}}
-- Supported a **live demo under time pressure**; handled rapid feedback and kept stakeholders aligned with “what’s fixed/next/ETA.”
-{{% /resume/project %}}
+- 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/section %}}
 
+{{% resume/section " Dev Projects" %}}
+{{% resume/project name="Rarity Surf"
+languages="User Support, Bug Reproduction"
+date="Mar 2024 — Dec 2024" show="true" %}}
+- 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.
+{{% /resume/project %}}
+{{% /resume/section %}}
+
 {{% resume/section "Skills" %}}
-**Call Centre & Customer Support:** Active Listening, De-escalation, Clear Communication, Ticket Triage, Documentation/KB Writing, Jira  
-**Technical Support:** Tier 1/2 Troubleshooting, Incident Response, Microsoft 365, Log Analysis, Root-Cause Investigation  
-**Languages:** English, Cantonese
+- **Customer Support & Call Centre:** Active listening, empathy,
+  de-escalation, written/verbal communication, ticket
+  triage/prioritization, **SLA awareness**, call/chat/email etiquette,
+  documentation & **KB** writing
+- **Technical:** **Microsoft 365**, **VPN/log basics**, **Linux**; 
+- **Languages:** **English**, **Cantonese (fluent)**
 {{% /resume/section %}}
 
 {{% resume/section "Education" %}}
 {{% resume/education name="University of Toronto (St. George)"
-title="Computer Science Specialist — 3.84 GPA, High Distinction." date="2020 — 2025" %}}
-{{% /resume/education %}}
-
-{{% resume/section "Referral" %}}
-{{% resume/references %}}
+title="Computer Science Specialist — 3.84 GPA. Graduated with High Distinction."
+date="2020 — 2025" %}}
 {{% /resume/section %}}

layouts/partials/base/header.html

@@ -24,7 +24,6 @@
 <link rel="stylesheet" type="text/css"
     href="https://cdn.jsdelivr.net/gh/dreampulse/computer-modern-web-font@master/fonts.css">
 <link rel="stylesheet" href="{{ "css/style.css" | relURL }}" type="text/css">
-<link rel="stylesheet" href="{{ "css/print.css" | relURL }}" media="print">
 {{ $main_sass := resources.Get "sass/main.scss" }}
 {{ $main_style := $main_sass | resources.ToCSS }}
 <link rel="stylesheet" href="{{ $main_style.RelPermalink }}" type="text/css">

layouts/shortcodes/resume/references.html

@@ -1,5 +1,10 @@
 <div class="references">
   <span>
-    Referred to job by Stephanie Te (stephanie.te@verisk.com).
+    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.
   </span>
 </div>

static/css/print.css

@@ -1,71 +0,0 @@
-/* static/css/print.css */
-@media print {
-  /* A little more vertical room on the page */
-  @page { size: A4; margin: 10mm 12mm; }
-
-  /* Make the whole resume slightly denser but readable */
-  .resume, body { font-size: 11pt; line-height: 1.25; }
-
-  /* === SKILLS SECTION FIXES === */
-  /* Stop clipping and let content wrap/flow */
-  .section--skills,
-  .resume .section--skills,
-  [data-section-title="Skills"] {
-    max-height: none !important;
-    overflow: visible !important;
-    break-inside: avoid-page;
-    page-break-inside: avoid;
-  }
-
-  /* If the theme uses multi-columns for skills, collapse to 1 for print */
-  .section--skills ul,
-  [data-section-title="Skills"] ul {
-    columns: 1 !important;
-    -webkit-columns: 1 !important;
-    column-gap: 0 !important;
-  }
-
-  /* Ensure list items/tags wrap cleanly and never get cut off */
-  .section--skills li,
-  [data-section-title="Skills"] li,
-  .section--skills .tag,
-  .section--skills .tags .tag {
-    white-space: normal !important;
-    word-break: normal;
-    overflow-wrap: anywhere;
-    break-inside: avoid;
-    margin-bottom: 1.5mm;
-  }
-
-  /* Tighten vertical padding in sections to gain a line or two */
-
-
-  /* Micro-tighten text to save ~1 line */
-  .resume, body { 
-    font-size: 11pt; 
-    line-height: 1.22; /* was 1.25 */
-  }
-
-  /* Reduce space around lists */
-  .resume ul { margin-top: 0 !important; margin-bottom: 1.5mm !important; }
-  .resume li { margin-bottom: 1mm !important; }
-
-  /* Optional: shrink Skills section a touch more */
-  .section--skills li { margin-bottom: 1mm !important; }
-  .resume .section { padding-top: 3mm !important; padding-bottom: 3mm !important; }
-
-  /*@media print {*/
-    /*@page { size: A4; margin: 11.75mm 12mm; } [> was 10mm 12mm <]*/
-  /*}*/
-
-  @media print {
-    /* fit-to-one-page nudges */
-    @page { size: A4; margin: 9mm 10mm; }                /* was ~10–12mm */
-    .resume, body { font-size: 10.75pt; line-height: 1.22; }  /* was 11pt / 1.25 */
-
-    /* tighten vertical whitespace */
-    h2, h3 { margin-top: 6px; margin-bottom: 4px; }
-    .resume li { margin-bottom: 2px; }                   /* list spacing */
-    .resume section { margin-top: 8px; }                 /* section gap */
-  }
-}