Add Steph ref

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

@@ -5,68 +5,58 @@ draft: false
 ---
 
 {{% resume/section "Summary" %}}
-**Customer-focused call centre** professional with **Tier 1/2 support**
+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.
-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
+{{% resume/work-experience name="Red Hat"
-    name="Red Hat"
+title="Technical Support Engineer Intern (Tier 1/2)"
-    title="Technical Support Engineer Intern (Tier 1/2)"
+languages="Ticketing/Triage, Knowledge Base Writing, De-escalation"
-    languages="Ticketing/Triage, De-escalation, Knowledge Base Writing"
+date="May 2023 — Aug 2024" %}}
-    date="Aug 2022 — 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.
-%}}
-
-- 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%**.
+- 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 time from 45 → 15 minutes**.
+- Built a deployment **runbook** that standardized fixes and **reduced repeat contacts/tickets by 66%**; **shortened resolution 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%**.
+- Documented fixes into **KBs/runbooks** for reuse.
+{{% /resume/work-experience %}}
 
-{{% resume/work-experience
+{{% resume/section "Web Dev & Support Projects" %}}
-    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 **$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" %}}
+date="Mar 2025" show="true" %}}
-- Reproduced user issues and wrote **concise repro steps**, **known-issues
+- Provided **real-time user support** for a live analytics app (triage → reprogram → fix → follow-up) across UI filtering and API errors.
-  workarounds**, and **onboarding/troubleshooting snippets** that reduced
+- **Translated user requests into fixes/features**, improving usability for non-technical traders; **reduced perceived latency by 50%** under load with targeted optimizations.
-  **repeat questions**, improved **first-contact resolution (FCR)**, and kept
-  user-facing docs in sync with shipped fixes.
 {{% /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 %}}
+
 {{% /resume/section %}}
 
 {{% resume/section "Skills" %}}
-- **Customer Support & Call Centre:** Active listening, empathy,
+**Call Centre & Customer Support:** Active Listening, De-escalation, Clear Communication, Ticket Triage, Documentation/KB Writing, Jira  
-  de-escalation, written/verbal communication, ticket
+**Technical Support:** Tier 1/2 Troubleshooting, Incident Response, Microsoft 365, Log Analysis, Root-Cause Investigation  
-  triage/prioritization, **SLA awareness**, call/chat/email etiquette,
+**Languages:** English, Cantonese
-  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. Graduated with High Distinction."
+title="Computer Science Specialist — 3.84 GPA, High Distinction." date="2020 — 2025" %}}
-date="2020 — 2025" %}}
+{{% /resume/education %}}
+
+{{% resume/section "Referral" %}}
+{{% resume/references %}}
 {{% /resume/section %}}

layouts/partials/base/header.html

@@ -24,6 +24,7 @@
 <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

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

@@ -0,0 +1,71 @@
+/* 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 */
+  }
+}