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