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

{{% resume/section "Summary" %}}<!--- {{{ -->
Customer-focused Technical Support professional with 
Tier 1/2 experience, 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" date="May 2023 — 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 %}}

{{% resume/section "Web Dev & Support Projects" %}}<!--- {{{ -->

{{% resume/project name="Rarity Surf" 
languages="TypeScript, JavaScript, Node.js, React"  
date="March 2025" show="true" %}}

- Provided **real-time user support** for a live 
  analytics app (triage → reprogram → fix → user 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.
- Captured solved issues into **knowledge base notes** and 
  issue templates to speed future handling and reduce 
  back-and-forth.

{{% /resume/project %}}

{{% resume/project name="Kanban Calendar" 
url="https://github.com/Kevin-Mok/astronofty" 
languages="TypeScript, JavaScript, React, Next.js" date="Feb 2025" 
show="true" %}}

- **Reproduced and resolved UI bugs** reported across 
  devices; documented steps and **added a 
  troubleshooting guide** for consistent team 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" 
url="https://github.com/Kevin-Mok/astronofty" languages="JavaScript, React, Solidity" date="Jan 2023" 
show="true" %}}

- Supported a **live demo under time pressure**; 
  handled rapid feedback, adjusted components on the 
  fly, and unblocked testers during judging.
- Practiced **clear stakeholder comms** (what’s fixed, 
  what’s next, ETA), mirroring call-centre update 
  cadence.

{{% /resume/project %}}

{{% /resume/section %}}<!--- }}} -->

{{% resume/section skills %}}<!--- {{{ -->

- **Call Centre & Customer Support:** Active Listening, De-escalation, Clear Written/Verbal Communication, Ticket Triage & Prioritization, SLA Awareness, Call/Chat/Email Etiquette, Documentation & KB Writing
- **Technical Support:** Tier 1/2 Troubleshooting, Incident Response, Microsoft 365, VPN basics, Log Analysis, Root-Cause Investigation, Linux basics

{{% /resume/section %}}<!--- }}} -->

{{% resume/section education %}}<!--- {{{ -->

{{% resume/education name="University of Toronto (St. George)"

title="Computer Science Specialist — 3.84 GPA (CS). Graduated with High Distinction." date="2020 — 2025" %}}

{{% /resume/education %}}<!--- }}} -->

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