Bryan Swanson

Background

About Bryan Swanson

Currently an IT Support Analyst with Aya Healthcare. I work within our ticketing system to investigate issues as they are reported by end users and work with the end users to determine the causes and possible fixes. When proper, I will work with the Program Managers to develop and report on bugs and suggest platform fixes. My position is responsible for developing and maintaining the knowledge base for several teams, which provides information for other support agents on how to solve common problems for requesters. This also includes providing training to other agents as needed. My team is responsible for integrations between the DART platform and external companies, including working with clients to set up job feeds to automatically import jobs from external sources onto DocCafe and working with clients on setting up a Candidate Search API to receive application information back to their systems. I helped set up the current ticketing system with one other agent. This required setting up the ticket categorization system, the processes for handling tickets, enforcing the SLA requirements, and setting up the chat channel on Doccafe. We also connected the existing phone lines to the new ticketing system to allow all agents to work from a single system.