3.4 KiB
| title | date | draft |
|---|---|---|
| Resume | 2019-02-11T07:50:51-05:00 | 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 %}}