HR Record

Brandon Walker

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

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.

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.