# 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.