---
title: "Resume"
date: 2019-02-11T07:50:51-05:00
draft: false
---

{{% 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/section "Work Experience" %}}

{{% 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 **$10,000+ gross merchandise 
  value**.
- Closed transactions with **100+ verified vouches**, maintaining **5-star satisfaction** and **zero unresolved disputes**.
- Handled **end-to-end operations**: 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 **verification, escrow/moderation, and proof-of-ownership** steps to mitigate **fraud/chargeback** risk.
- Tracked **P&L and cash flow**; reconciled payments and maintained records for auditability.

{{% 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" %}}
- 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/section %}}

{{% resume/section "Web Dev Projects" %}}<!--- {{{ -->
{{% resume/project name="Rarity Surf" 
languages="User Support, Bug Reproduction"
date="March 2024 — Dec 2024" show="true" %}}
- Reproduced user-reported issues; wrote **concise repro steps** and a **known-issues + workarounds** note to reduce repeat questions.  
- Partnered with devs to **prioritize fixes** from impact-driven triage; confirmed resolutions and updated user-facing notes.  
- Created short **onboarding/troubleshooting** snippets that cut new-user setup pings and improved first-contact resolution.  
{{% /resume/section %}}

{{% /resume/project %}}

{{% resume/section "Skills" %}}
- **Customer Support & Call Centre:** Active listening, empathy, de-escalation, clear written/verbal comms, ticket triage/prioritization, SLA awareness, call/chat/email etiquette, documentation & KB writing
- **Technical:** Microsoft 365, VPN/log basics, Linux basics
- **Languages:** English; **Cantonese (fluent)**
{{% /resume/section %}}

{{% resume/section "Education" %}}
{{% resume/education name="University of Toronto (St. George)"
title="Computer Science Specialist — 3.84 GPA. Graduated with High Distinction."
date="2020 — 2025" %}}
{{% /resume/section %}}