Add Steph ref

.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;
-        // margin-bottom: .1em;
+        display: flex;
+        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-size: .9em;
+    font-weight: normal;
+    font-style: normal;
+    margin-left: 0.5em;
+    color: $base03;
   }
 
   .institution {

content/resume/_index.md

@@ -3,108 +3,60 @@ title: "Resume"
 date: 2019-02-11T07:50:51-05:00
 draft: false
 ---
-{{% resume/section "Web Dev Projects" %}}<!--- {{{ -->
 
-<!--- Rarity Surf {{{ -->
+{{% 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 %}}
 
-{{% resume/project name="Rarity Surf" 
-languages="TypeScript, JavaScript, Node.js, React"  
-date="March 2025" show="true" %}}
-
-- **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** 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.  
-
-{{% /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" %}}
-
-- **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/section "Work Experience" %}}
 
 {{% resume/work-experience name="Red Hat"
-title="Cloud/Software Engineer Intern" languages="Kubernetes, GoLang, Jenkins" date="May 2022 — Aug 2023" %}}
+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 %}}
 
-- **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 "Web Dev & Support Projects" %}}
 
-{{% /resume/section %}}<!--- }}} -->
+{{% 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 %}}
 
-{{% /resume/section %}}<!--- }}} -->
+{{% 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/section skills %}}<!--- {{{ -->
+{{% 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 %}}
 
-**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 %}}<!--- }}} -->
-
-{{% 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 %}}
 
-{{% /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/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>

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 */
+  }
+}