---
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 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/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 %}}

{{% resume/section "Skills" %}}
- **Customer Support & Call Centre:** Active listening, empathy,
  de-escalation, written/verbal communication, ticket
  triage/prioritization, **SLA awareness**, call/chat/email etiquette,
  documentation & **KB** writing
- **Technical:** **Microsoft 365**, **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 %}}