Add Steph ref

.gitignore

@@ -4,6 +4,7 @@ resources/_gen/
 themes/base16*
 
 *.pdf
+*p*.md
 
 commit-msg.txt
 .hugo_build.lock

content/resume/_index.md

@@ -3,120 +3,60 @@ title: "Resume"
 date: 2019-02-11T07:50:51-05:00
 draft: false
 ---
-{{% resume/section "Work Experience" %}}<!--- {{{ -->
 
-{{% resume/work-experience name="Red Hat" 
-title="Cloud/Software Engineer Intern" languages="Kubernetes, GoLang, Jenkins" date="May 2022 — Aug 2023" %}}
+{{% 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.
+{{% /resume/section %}}
 
-- **Provided Tier 1 and Tier 2 support**, resolving 
-  user-reported issues with CI/CD pipelines and Kubernetes 
-  environments, resulting in a **40% faster average response 
-  time**.
-- **Diagnosed and resolved 80% of configuration 
-  errors** in Kubernetes deployments by automating data 
-  fetching and validation, **reducing system downtime 
-  by 40%** and improving reliability for end-users.
-- **Reduced deployment-related support tickets by 66%** 
-  by developing a CLI tool to automate Kubernetes 
-  binary deployments, with documented troubleshooting 
-  procedures that cut resolution time from 45 to 15 
-  minutes.
-- **Decreased configuration error escalations by 30%** 
-  through dynamic probe defaults and created knowledge 
-  base articles enabling Tier 1 support to resolve most 
-  probe issues independently.
-- **Authored clear, user-friendly documentation** that 
-  translated complex technical processes into 
-  step-by-step guides, **accelerating onboarding by 
-  50%** and enabling non-technical stakeholders to 
-  self-serve.  
-- **Collaborated with QA and DevOps teams** to document 
-  root causes of startup failures in legacy systems, 
-  implementing dynamic probes that **cut production 
-  launch issues by 50%**.  
+{{% resume/section "Work Experience" %}}
 
-{{% /resume/section %}}<!--- }}} -->
+{{% 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.
+- 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**.
+- 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 %}}
 
-{{% resume/section "Web Dev Projects" %}}<!--- {{{ -->
-
-<!--- Rarity Surf {{{ -->
-
-{{% resume/project name="Rarity Surf" 
-languages="TypeScript, JavaScript, Node.js, React"  
-date="March 2025" show="true" %}}
-
-- **Provided direct user support** for a live NFT analytics 
-  platform, resolving front-end filtering bugs and API 
-  integration issues in real-time.
-- **Developed a full-stack web application with PostgreSQL database** to analyze NFT rarity rankings, increasing market research efficiency by 80%.
-- **Translated user requests into technical features**, implementing real-time PostgreSQL-powered filters that improved usability for non-technical traders.
-- **Debugged and optimized API performance** under 
-  load, reducing latency by 50% and enabling **3,000+ 
-  concurrent users** to filter NFT data 
-  seamlessly, addressing real-time customer usability 
-  issues.
+{{% resume/section "Web Dev & Support Projects" %}}
 
+{{% 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 %}}
 
-<!--- Rarity Surf }}} -->
-
-<!--- {{{ Astronofty -->
-
-{{% resume/project name="Astronofty" 
-url="https://github.com/Kevin-Mok/astronofty" languages="JavaScript, React, Solidity" date="Jan 2023" 
-show="true" %}}
-
-- **Developed technical solutions in high-pressure 
-  environments**, earning 2nd place at UofTHacks X for a 
-  decentralized NFT marketplace app.
-- **Handled real-time user testing feedback**, adapting 
-  components on the fly to resolve blocking issues during 
-  demo.
-
+{{% 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 %}}
 
-<!--- }}} Astronofty -->
-
-<!--- {{{ Kanban -->
-
-{{% resume/project name="Kanban Calendar" 
-url="https://github.com/Kevin-Mok/astronofty" 
-languages="TypeScript, JavaScript, React, Next.js" date="Feb 2025" 
-show="true" %}}
-
-- **Resolved UI bugs and cross-device compatibility 
-  issues**, contributing documentation for consistent 
-  reproduction and team-wide fixes.
-- **Built and maintained a [responsive calendar interface](https://kanban-calendar-lake.vercel.app/)**, 
-  enhancing productivity for users managing personal and 
-  professional tasks.
-
+{{% 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 %}}
 
-<!--- }}} Kanban -->
+{{% /resume/section %}}
 
-{{% /resume/section %}}<!--- }}} -->
-
-{{% resume/section skills %}}<!--- {{{ -->
-
-- **IT Support Skills**: Tier 1/2 Troubleshooting, Incident 
-  Response, Jira, Microsoft 365, VPN, Log Analysis, Knowledge Base Writing, Root Cause 
-  Investigation 
-- **Customer Support**: Cross-team Collaboration, 
-  Communication, User Training, Documentation
-- **Programming Languages**: Python, Go, JavaScript, 
-  TypeScript
-- **Web Development**: PostgreSQL, Linux, React, Django
-
-{{% /resume/section %}}<!--- }}} -->
-
-{{% resume/section education %}}<!--- {{{ -->
+{{% 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
+{{% /resume/section %}}
 
+{{% resume/section "Education" %}}
 {{% resume/education name="University of Toronto (St. George)"
-title="Computer Science Specialist — 3.84 GPA (CS). Graduated with High Distinction." date="2019 — 2024" %}}
+title="Computer Science Specialist — 3.84 GPA, High Distinction." date="2020 — 2025" %}}
+{{% /resume/education %}}
 
-- **Relevant Coursework**: Computer Networking, Databases, Operating Systems
-
-{{% /resume/section %}}<!--- }}} -->
-
-<!-- vim: fdm=marker -->
+{{% 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 
-    <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.
+    Referred to job by Stephanie Te (stephanie.te@verisk.com).
   </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 */
+  }
+}