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

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

{{% resume/work-experience name="Red Hat"
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 %}}

{{% resume/section "Web Dev & Support Projects" %}}

{{% 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/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/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 %}}

{{% /resume/section %}}

{{% 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, High Distinction." date="2020 — 2025" %}}
{{% /resume/education %}}

{{% resume/section "Referral" %}}
{{% resume/references %}}
{{% /resume/section %}}