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curriculum vitae

Beck Chan

Work Experience

Senior Technical Writer

ValidMind, Inc

  • Improved documentation and training through quality auditing and comprehensive redesigns using Quarto.
  • Authored 53% of user guidance content, including Jupyter Notebook samples for models and agentic systems.
  • Contributed to CI/CD infrastructure, open-source code libraries and software frontend built on TypeScript.
  • Owned Agile feature development from design to release supported by storytelling alongside SWEs in GitHub.
  • Designed, standardized, and implemented processes built to scale to close gaps and reduce team workload.
  • Spearheaded the implementation of an extensible custom Zendesk solution.
  • Bridged gap between product design and user experience, verifying feature functionality and applying bug fixes.

Senior Customer Solutions Specialist

SaaSquatch by impact.com

  • Created exhaustive documentation, feedback metrics, and learning curriculums to onboard and train new agents.
  • Empowered users to understand and maximize the use of products by auditing and overhauling documentation.
  • Executed migration of evolving support processes to Freshdesk, resulting in a team 100% CSAT satisfaction rate.
  • Pioneered comprehensive reporting solutions, maintaining systematic report history to identify long-term trends.

Senior Technical Specialist

SaaSquatch by impact.com

  • Designed and led solo migration of support processes to Zendesk built to scale, increasing efficiency by 74%.
  • Proactively identified opportunities for customer growth and product improvements during ticket management.
  • Managed team escalations from complex technical cases, ensuring delivery of solutions to customers.
  • Provided advanced technical support for web and mobile SDKs built on JavaScript, REST API, and GraphQL API.

Solutions Architect

SaaSquatch by impact.com

  • Proactively created and maintained public documentation, focusing on accuracy, accessibility, and extensibility.
  • Streamlined workload by 51% through improvement of implementation processes and onboarding strategies.
  • Produced tangible results for customers by collaborating cross-functionally to deliver custom features.
  • Designed and executed solutions for custom JavaScript, REST API, and GraphQL API software installations.

Customer Support Analyst

Develus Systems Inc. for Complia Health

  • Led creation of a knowledge base to empower team members with extensive training and reference materials.
  • Created a mentorship and feedback program, strengthening team cohesion.
  • Triaged, escalated, and owned resolution of product bugs for custom installations using Zendesk.

Customer Support Representative

AbeBooks.com, Amazon subsidiary

  • Exceeded target metric expectations at 160% while providing technical support in a fast-paced call center.
  • Initiated improvements to best practices and processes, including documentation for team knowledge base.

Optical Technician & Medical Office Assistant

Hudson’s Bay Optical

  • Multitasked in a fast-paced sales environment to administer and facilitate the sale of prescription glasses.
  • Managed patient charts, sales reports, office inventory and stock orders.

Medical Office Assistant / Receptionist

Inner Harbour Optometry

  • Managed confidential medical charts while performing optometric testing and customer support.
  • Improved patient re-call system to increase business revenue.

Administrative & Teaching Assistant

Sylvan Learning, Inc.

  • Coached and assisted students on the classroom floor and in 1-on-1 lessons.
  • Created lesson plans and personalized curriculums tailored to individual student needs.

Technical Skills

Technical Writing

  • Docs-as-code engineering
  • MDX
  • Quarto publishing
  • Jupyter Notebooks
  • Scalar
  • MDX
  • Contentful
  • Markdown

Integration & API Architecture

  • OpenAPI
  • Scalar
  • Rest API
  • GraphQL API
  • JSONata
  • Postman

Languages & Libraries

  • Node.js
  • TypeScript
  • JavaScript
  • Tailwind CSS
  • Bootstrap CSS
  • HTML5
  • CSS3
  • Python
  • Lua
  • Rust

Data & Cloud Infrastructure

  • GitHub
  • PostgreSQL
  • Supabase
  • Docker
  • Netlify
  • Vercel
  • CI/CD workflows

Enterprise Operations & Automation

  • Salesforce
  • Zendesk
  • Freshdesk
  • HubSpot
  • Zapier
  • Intercom
  • Front

Agile Project Management

  • Jira
  • Confluence
  • Shortcut
  • Asana
  • Notion
  • Google Workspace
  • Microsoft 365

AI & Agentic Workflows

  • Cursor
  • Claude
  • GitHub Copilot
  • ChatGPT
  • Gemini

Integrations

  • PayPal
  • Recurly
  • Stripe
  • Branch
  • AppsFlyer

Education

Lighthouse Labs

Intro to Front-End with JavaScript

University of Victoria

cum laude

Bachelor of Arts, English Literature & Japanese Studies

Projects

y2k Guestbook

https://beck-chan.vercel.app

  • Mobile-responsive frontend built on Next.js and Tailwind CSS, integrated Supabase edge functions and backend.
  • Built-in rate limiting and profanity filtering. Admin functionality for comment management and customization.
  • Docs in MDX with Gemini chatbot, API reference implemented with Scalar. Admin gating via Google OAuth 2.0.

Content Engineering: y2k Guestbook

Personal Portfolio

https://beck-chan.github.io

  • Mobile-responsive build using Quarto, deployed to GitHub Pages and Netlify via GitHub CI/CD Workflows.
  • Custom themes and styling using Bootstrap. Custom functionality added with JavaScript and Lua.
  • Local deployment fallbacks via Justfile in Rust.

Content Engineering: Portfolio