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;
@@ -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 "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](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="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,
-<!--- {{{ Kanban -->
+  de-escalation, written/verbal communication, ticket
-
+  triage/prioritization, **SLA awareness**, call/chat/email etiquette,
-{{% resume/project name="Kanban Calendar" 
+  documentation & **KB** writing
-url="https://github.com/Kevin-Mok/astronofty" 
+- **Technical:** **Microsoft 365**, **VPN/log basics**, **Linux**; 
-languages="TypeScript, JavaScript, React, Next.js" date="Jan 2023" 
+- **Languages:** **English**, **Cantonese (fluent)**
-show="true" %}}
+{{% /resume/section %}}
-
-- **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 (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 -->