Update STB nums

.gitignore

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

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

@@ -3,120 +3,70 @@ 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 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 %}}
 
-- **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, De-escalation, Knowledge Base Writing"
+    date="Aug 2022 — Aug 2024"
+%}}
 
-{{% resume/section "Web Dev Projects" %}}<!--- {{{ -->
+- 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%**.
 
-<!--- Rarity Surf {{{ -->
+{{% 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="TypeScript, JavaScript, Node.js, React"  
-date="March 2025" show="true" %}}
+- 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.
 
-- **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 %}}
 
+{{% 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 %}}
 
-<!--- 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 %}}
-
-<!--- }}} 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 %}}
-
-<!--- }}} Kanban -->
-
-{{% /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" %}}
+- **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 (CS). Graduated with High Distinction." date="2019 — 2024" %}}
-
-- **Relevant Coursework**: Computer Networking, Databases, Operating Systems
-
-{{% /resume/section %}}<!--- }}} -->
-
-<!-- vim: fdm=marker -->
+title="Computer Science Specialist — 3.84 GPA. Graduated with High Distinction."
+date="2020 — 2025" %}}
+{{% /resume/section %}}