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