Updated Week 5 with November version

week5/knowledge-base/employees/Brandon Walker.md

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+# HR Record
+
+# Brandon Walker
+
+## Summary
+- **Date of Birth:** December 5, 1993
+- **Job Title:** Technical Support Specialist
+- **Location:** Remote (Based in Phoenix, Arizona)
+- **Current Salary:** $62,000
+
+## Insurellm Career Progression
+- **October 2021 - Present:** Technical Support Specialist
+  - Provides tier 2/3 technical support for all Insurellm products
+  - Troubleshoots complex technical issues for enterprise clients
+  - Creates knowledge base articles and internal documentation
+  - Maintains 4.8/5 customer satisfaction rating
+
+- **May 2019 - September 2021:** Support Specialist at TechHelp Inc.
+  - Handled tier 1 technical support for SaaS products
+  - Resolved customer issues via phone, email, and chat
+
+- **January 2018 - April 2019:** IT Help Desk Technician at Regional Bank
+  - Provided internal IT support for bank employees
+  - Managed ticket queue and resolved hardware/software issues
+
+## Annual Performance History
+- **2023:** Rating: 3.3/5
+  *Meets basic expectations. Good technical knowledge but customer satisfaction scores declined slightly. Needs to improve empathy in customer interactions.*
+
+- **2022:** Rating: 2.9/5
+  *Below expectations. Struggled with increased ticket volume and complex escalations. Response times often exceeded SLA targets. Enrolled in customer service training.*
+
+- **2021:** Rating: 3.6/5
+  *Adequate performance for a new hire. Good technical skills but needs to develop better troubleshooting methodology.*
+
+## Compensation History
+- **2023:** Base Salary: $62,000 + Bonus: $1,500
+- **2022:** Base Salary: $60,000 + Bonus: $0 (no bonus due to performance)
+- **2021:** Base Salary: $58,000 (started mid-year)
+
+## Other HR Notes
+- **Education:** Associate Degree in Information Technology from Phoenix Community College
+- **Certifications:** CompTIA A+, working toward Network+ certification
+- **Performance Improvement Plan:** Currently on 90-day PIP (started August 2023) focusing on response time improvements and customer communication skills
+- **Skills:** Strong in system troubleshooting, SQL basics, and API debugging. Needs improvement in soft skills and time management.
+- **Development:** Working with manager on structured troubleshooting approach and empathetic customer communication
+- **Feedback:** Technically competent but struggles under pressure. Tends to focus on technical details rather than customer experience. Improving but needs consistent focus.