---
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="Red Hat"
title="Technical Support Engineer Intern (Tier 1/2)"
languages="Ticketing/Triage, De-escalation, Knowledge Base (KB) Writing"
date="Aug 2022 — Aug 2024" %}}
- Delivered Tier 1/2 frontline support for **continuous integration/continuous
  delivery (CI/CD)** and **Kubernetes** 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 configuration errors** and
  **reduced downtime by 40%**.
- Wrote **clear, step-by-step knowledge-base (KB) 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**.
- Provided **concise status updates**, set expectations, and **de-escalated**
  stakeholders with a **next-step** and **time-to-resolution** focus.
- 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="Jul 2025 — Present" %}}
- Built and managed a **peer-to-peer e-commerce** operation reselling digital
  items; exceeded **>$10,000 gross merchandise value (GMV)**.
- Closed transactions with **100+ verified vouches**, maintaining **5-star
  satisfaction** and **0 unresolved disputes**.
- Handled **end-to-end operations**: sourcing, pricing, inventory, listings,
  **secure payments** and fulfillment.
- Used **fair-value pricing** and **bundles** to **increase turnover/margins** and
  **reduce low-value inquiries**.
- Standardized **verification, escrow/moderation, and proof-of-ownership** steps
  to mitigate **fraud/charge-back** risk.
- Tracked **profit and loss (P&L)** and **cash flow**; **reconciled payments**
  and kept **audit-ready records**.
{{% /resume/section %}}

{{% resume/section "Web Dev Projects" %}}
{{% resume/project name="Rarity Surf"
languages="User Support, Bug Reproduction"
date="Mar 2024 — Dec 2024" show="true" %}}
- Reproduced user issues; wrote **concise reproduction steps** and **known-issues workarounds**, reducing **repeat questions** and improving **first-contact
  resolution (FCR)**.
- Partnered with **developers** to **prioritize fixes by impact**; **validated
  resolutions** and updated **onboarding/troubleshooting** snippets.
{{% /resume/project %}}
{{% /resume/section %}}

{{% resume/section "Skills" %}}
- **Customer Support & Call Centre:** Active listening, empathy,
  de-escalation, clear written/verbal communication, ticket
  triage/prioritization, **service-level agreement (SLA) awareness**,
  call/chat/email etiquette, documentation & **KB** writing
- **Technical:** **Microsoft 365**, **virtual private network (VPN)**/log basics,
  **Linux**
- **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 %}}