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Author SHA1 Message Date
33c57c3201 Fix Astronofy date 2025-10-22 11:20:18 -04:00
4 changed files with 112 additions and 71 deletions

2
.gitignore vendored
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@@ -4,7 +4,7 @@ resources/_gen/
themes/base16*
*.pdf
*p*.md
*t.md
commit-msg.txt
.hugo_build.lock

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@@ -104,7 +104,7 @@ body {
background-color: $background-color;
color: $color;
// line-height: 1.5;
line-height: 1.59;
line-height: 1.57;
// font-size: 100%;
// font-size: 15px;
font-size: 17px;
@@ -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; }
}

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@@ -3,70 +3,120 @@ title: "Resume"
date: 2019-02-11T07:50:51-05:00
draft: false
---
{{% resume/section "Web Dev Projects" %}}<!--- {{{ -->
{{% 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 %}}
<!--- Rarity Surf {{{ -->
{{% resume/section "Work Experience" %}}
{{% resume/project name="Rarity Surf"
languages="TypeScript, JavaScript, Node.js, React"
date="March 2025" show="true" %}}
{{% 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"
%}}
- **Developed a full-stack web application
(TypeScript/JavaScript)** to generate
rarity rankings for NFT's, integrating with **leading
marketplace's API** to enable users to quickly identify
rare NFT's and check their listing status, **improving
market research efficiency by 80%**.
- **Built a scalable [Node.js backend](https://github.com/Rarity-Surf/ME-sniper-backend)** with REST API
endpoints to return NFTs based on customizable filters
such as max rank, price, and rarest traits. **Optimized
performance** to handle **3,000+ concurrent requests** by
implementing efficient data fetching and caching
mechanisms using **PostgreSQL** , ensuring low-latency
access to NFT data.
- **Built a dynamic [React frontend](https://github.com/Rarity-Surf/ME-sniper-frontend) (TypeScript/JavaScript)** to load and display NFTs in real-time with user-defined filters. Styled
using a mobile-responsive library, **reducing load times by 50%**.
- **Developed a [Discord bot](https://github.com/Rarity-Surf/ME-sniper-discord-bot) (TypeScript/JavaScript/Node.js)** to notify users of profitable
resale opportunities by leveraging historical sales data
to assess deal quality. This feature **increased user
engagement by 80%** and provided a seamless way for users
to stay updated on market opportunities.
- 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="OwnerOperator (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" %}}
- 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,
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 %}}
<!--- Rarity Surf }}} -->
<!--- {{{ Kanban -->
{{% resume/project name="Kanban Calendar"
url="https://github.com/Kevin-Mok/astronofty"
languages="TypeScript, JavaScript, React, Next.js" date="Mar 2024"
show="true" %}}
- **Developed a [responsive calendar Kanban
board](https://kanban-calendar-lake.vercel.app/)
using Next.js, TypeScript, and Tailwind CSS**,
featuring draggable events, smooth card-to-detail
transitions week/day views optimized for both desktop
and mobile.
- **Engineered intuitive navigation and cross-device
interactivity**, implementing swipe gestures,
infinite horizontal scrolling (mobile), and arrow
controls (desktop) while resolving challenges like
drag-and-drop consistency and responsive layout
transitions.
{{% /resume/project %}}
<!--- }}} Kanban -->
<!--- Astronofty {{{ -->
{{% resume/project name="Astronofty"
url="https://github.com/Kevin-Mok/astronofty"
languages="JavaScript, React, Solidity" date="Jan 2023"
show="true" %}}
- **Secured [2nd place](https://devpost.com/software/astronofty) overall out of 150+ teams** at UofTHacks
X, a 36-hour hackathon, for developing a blockchain-based
NFT marketplace app.
- **Built and optimized React (JavaScript) [components](https://github.com/Kevin-Mok/astronofty/tree/main/src/components)** to synchronously
upload images and metadata to IPFS, **enhancing user engagement by 80%** during the demo.
{{% /resume/project %}}
<!--- Astronofty }}} -->
{{% resume/section "Work Experience" %}}<!--- {{{ -->
{{% resume/work-experience name="Red Hat"
title="Cloud/Software Engineer Intern" languages="Kubernetes, GoLang, Jenkins" date="May 2022 — Aug 2023" %}}
- **Eliminated 80% of manual configuration errors** by enabling
the Kubernetes operator to automatically fetch data from
deployed services and update configurations, **deprecating
legacy startup scripts and reducing overall startup time
by 40%** (**Kubernetes/GoLang** used for this and three below).
- **Reduced deployment time by 66%** by implementing a
[solution](https://github.com/apache/incubator-kie-kogito-operator/commit/175a6356c5474f2360ccb8ae835e0b9b2d653cf1) for deploying locally-compiled binaries onto
Kubernetes/OpenShift via command-line, **cutting average
deployment times from 45 minutes to 15 minutes**.
- **Improved application stability** by introducing startup
probes for legacy applications with longer boot times,
**resulting in a 50% reduction in startup-related failures
and downtime during production launches**.
- **Improved system reliability** by refactoring probes to dynamically assign default values based on YAML files, **increasing probe accuracy by 30%** and preventing misconfigurations.
- **Increased CI pipeline efficiency** by rewriting the
**Jenkins (Groovy)** [nightly pipeline](https://github.com/apache/incubator-kie-kogito-pipelines/commit/4c83f1aecdea2c1ba2796b79839a90d4083dce88) to run in a GitHub PR
environment, allowing for automated testing of all
team-submitted PRs prior to merging, **reducing manual
intervention by 60%**.
{{% /resume/section %}}<!--- }}} -->
{{% /resume/section %}}<!--- }}} -->
{{% resume/section skills %}}<!--- {{{ -->
**TypeScript**, **JavaScript**, **React**, **Node.js**, **Python**, **Django**, PostgreSQL, MongoDB, Bash, **Git**, **Linux**, **Command Line**, Go(Lang), AWS, Kubernetes, Terraform, Docker (Compose), Jenkins, Groovy, Solidity, C
{{% /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 %}}<!--- }}} -->
<!-- vim: fdm=marker -->