Hugo bugs/update MM

content/resume/_index.md

@@ -5,29 +5,11 @@ draft: false
 ---
 
 {{% resume/section "Summary" %}}
-**Customer-focused call centre** professional with **Tier 1/2 support**
+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.
-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, 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/work-experience
     name="Digital Goods Marketplace"
     title="Owner–Operator (Customer Support & Sales)"
@@ -43,26 +25,33 @@ and **plain-language** explanations for non-technical users.
 - 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
+    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 %}}
 
-{{% resume/section " Dev Projects" %}}
+{{% resume/section "Web Dev Projects" %}}
-{{% resume/project name="Rarity Surf"
+{{% resume/project name="Rarity Surf" languages="User Support, Bug Reproduction" date="March 2024 — Dec 2024" show="true" %}}
-languages="User Support, Bug Reproduction"
+- Reproduced user-reported issues; wrote **concise repro steps** and a **known-issues + workarounds** note to reduce repeat questions.  
-date="Mar 2024 — Dec 2024" show="true" %}}
+- 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.  
-- 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" %}}
-- **Customer Support & Call Centre:** Active listening, empathy,
+- **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
-  de-escalation, written/verbal communication, ticket
+- **Technical:** Microsoft 365, VPN/log basics, Linux basics
-  triage/prioritization, **SLA awareness**, call/chat/email etiquette,
+- **Languages:** English; **Cantonese (fluent)**
-  documentation & **KB** writing
-- **Technical:** **Microsoft 365**, **VPN/log basics**, **Linux**; 
-- **Languages:** **English**, **Cantonese (fluent)**
 {{% /resume/section %}}
 
 {{% resume/section "Education" %}}

layouts/shortcodes/resume/work-experience.html

@@ -5,13 +5,16 @@
         {{ .Get "name" }}
       </p>
     </div>
-    <div class="col text-right date">{{ .Get "date" }}</div>
+    <div class="col text-right date">
+      {{ .Get "date" }}
+    </div>
   </div>
-  <!-- <span class="title"> -->
   <span class="position">
     {{ .Get "title" }}
   </span>
+  {{ with .Get "languages" }}
   <span class="languages">
-    <{{ .Get "languages" }}>
+    {{ . }}
   </span>
+  {{ end }}
 </div>