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

@@ -104,7 +104,7 @@ body {
   background-color: $background-color;
   color: $color;
   // line-height: 1.5;
-  line-height: 1.57;
+  line-height: 1.59;
   // font-size: 100%;
   // font-size: 15px;
   font-size: 17px;
@@ -639,15 +639,25 @@ header {// {{{
       }
 
       .project-header {
-        // margin-bottom: .6em;
+        display: flex;
-        // margin-bottom: .1em;
+        align-items: baseline;
+        justify-content: space-between;
         margin-bottom: 5px;
       }
 
+      .project-date {
+        margin-left: 1em;
+      }
+
       .project-title {
-        // color: $base-blue;
-        color: black;
         display: inline;
+        margin-right: 0.5em;
+      }
+
+      .project-title span {
+        display: inline;
+        margin-left: 0.5em;
+        font-weight: normal;
       }
 
       .project-link {
@@ -709,8 +719,10 @@ header {// {{{
   }
 
   .languages {
-    // font-style: italic;
+    font-weight: normal;
-    // font-size: .9em;
+    font-style: normal;
+    margin-left: 0.5em;
+    color: $base03;
   }
 
   .institution {
@@ -740,6 +752,8 @@ header {// {{{
 
   &.letter {
     margin-top: 2em;
+    margin-left: 2em;
+    margin-right: 2em;
     line-height: 1.5em;
 
     img {
@@ -754,6 +768,8 @@ header {// {{{
 
     p {
       margin-bottom: 1em;
+      font-size: 25px;
+      line-height: 1.5em;
     }
     
     .no-line-spacing {
@@ -1180,3 +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

@@ -3,108 +3,70 @@ title: "Resume"
 date: 2019-02-11T07:50:51-05:00
 draft: false
 ---
-{{% resume/section "Web Dev Projects" %}}<!--- {{{ -->
 
-<!--- Rarity Surf {{{ -->
+{{% 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 %}}
 
-{{% resume/project name="Rarity Surf" 
+{{% resume/section "Work Experience" %}}
-languages="TypeScript, JavaScript, Node.js, React"  
-date="March 2025" show="true" %}}
 
-- **Developed a full-stack web application 
+{{% resume/work-experience
-  (TypeScript/JavaScript)** to generate 
+    name="Red Hat"
-  rarity rankings for NFT's, integrating with **leading 
+    title="Technical Support Engineer Intern (Tier 1/2)"
-  marketplace’s API** to enable users to quickly identify 
+    languages="Ticketing/Triage, De-escalation, Knowledge Base Writing"
-  rare NFT's and check their listing status, **improving 
+    date="Aug 2022 — Aug 2024"
-  market research efficiency by 80%**.
+%}}
-- **Built a scalable Node.js 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 (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 (TypeScript/JavaScript)** 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="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" %}}
+- 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 }}} -->
+{{% resume/section "Skills" %}}
-
+- **Customer Support & Call Centre:** Active listening, empathy,
-<!--- Astronofty {{{ -->
+  de-escalation, written/verbal communication, ticket
-
+  triage/prioritization, **SLA awareness**, call/chat/email etiquette,
-{{% resume/project name="Astronofty" 
+  documentation & **KB** writing
-url="https://github.com/Kevin-Mok/astronofty" 
+- **Technical:** **Microsoft 365**, **VPN/log basics**, **Linux**; 
-languages="JavaScript, React, Solidity" date="Jan 2023" 
+- **Languages:** **English**, **Cantonese (fluent)**
-show="true" %}}
+{{% /resume/section %}}
-
-- **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" %}}
-
-- **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**. 
-  (**Kubernetes/GoLang** used for this and three below). 
-- **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%**.
-- **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**.
-- **Enhanced system reliability** by refactoring probes to 
-  [assign default values](https://github.com/apache/incubator-kie-kogito-operator/commit/af4977af228ec8648be28779259d4552246b656f) dynamically based on deployed YAML 
-  files and fixing reconciliation issues, **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%**.
-- **Increased project reproducibility** by taking initiative to 
-  write a [reusable GitHub parameters file](https://github.com/apache/incubator-kie-kogito-pipelines/commit/4c83f1aecdea2c1ba2796b79839a90d4083dce88#diff-7d2c018dafbccec859077d19bf1ade53ec9c7649f235528ce89f5632b109f7e6) for the pipeline, 
-  **enabling 100% reusability** and ensuring consistent pipeline 
-  setups across different environments.
-- **Streamlined developer onboarding** by authoring 
-  comprehensive [project documentation](https://github.com/apache/incubator-kie-kogito-operator/blob/1534c03d1d26bec08a16608a775782bf8b305de9/docs/GUIDE_FOR_KOGITO_DEVS.md) and mentoring an 
-  incoming intern, **reducing onboarding time by 50%** and 
-  enhancing new team members' productivity within their 
-  first sprint.
-
-{{% /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 (CS). Graduated with High Distinction." date="2019 — 2024" %}}
+title="Computer Science Specialist — 3.84 GPA. Graduated with High Distinction."
-
+date="2020 — 2025" %}}
-{{% /resume/section %}}<!--- }}} -->
+{{% /resume/section %}}
-
-<!-- vim: fdm=marker -->

layouts/shortcodes/resume/project.html

@@ -2,9 +2,8 @@
   <div class="row project-header">
     <div class="col-8 text-left">
         <h2 class="project-title">
-          {{ .Get "name" }}
+          {{ .Get "name" }} <span class="languages">&lt;{{ .Get "languages" }}&gt;</span>
         </h2>
-        <span><{{ .Get "languages" }}></span>
     </div>
     <div class="col-4 text-right date">{{ .Get "date" }}</div>
   </div>