Summary
Overview
Work History
Education
Skills
Certification
Military Service
Websites
Timeline
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Brandon Hulette

Brandon Hulette

Lilburn

Summary

Experienced technical troubleshooter and client interaction specialist, enhancing Ricoh USA's product offerings with a 98% resolution rate. Proven expertise in Salesforce and continuous improvement strategies has driven significant revenue growth and elevated client satisfaction across various roles. Recognized as a subject matter expert in advanced MFP solutions, committed to leveraging skills for further organizational success.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Specialist Technical Support

Ricoh USA
Lilburn
02.2023 - Current
  • Played a key role in rolling out various innovative products under the Ricoh Service Advantage program for clients like IPA, Evolv, and Fujitsu.
  • Completed training and certification across small, mid-volume, and large devices.
  • Resolved more than 1,400 incidents with a 98% resolution rate.
  • Sustained an average exceeding 96% for Quality Evaluations across two years.
  • Attained status as single most trained Ricoh employee globally on IPA devices.
  • Recognized as a subject matter expert across multiple MFP device categories.
  • Authored accurate documentation evaluated at 100% by KCS Coaching Team.

Account Manager

Dynamic Quest
10.2020 - 06.2022
  • Ensured client technology environments were robust, secure, scalable.
  • Directed management of 45-55 accounts, achieving more than $1.2 million in annual revenue.
  • Identified growth areas with sales and marketing teams, resulting in a 20% revenue boost within the initial year.

Service Coordinator

Southern Data Solutions
08.2019 - 10.2020
  • Manage allocation and planning of incoming support requests to ensure timely resolutions.
  • Supervised four engineers while consistently delivering reports to the service manager.
  • Consistently achieved over 98% in customer satisfaction and service level agreements.

Team Lead - Advanced Services/Vector

Adcom Solutions Inc
09.2017 - 08.2019
  • Managed Vector Security team, top revenue with high maintenance.
  • Directed a team composed of 10 onsite and remote employees.
  • Conducted training sessions on technology for team members.
  • Managed customer and vendor interactions to ensure smooth communication.

Product Support Specialist

Ricoh USA
09.2016 - 09.2017
  • Collaborated on-site with IPA, a Ricoh partner, to streamline field support activities.
  • Coordinated efforts between various teams for successful compliance with service level objectives.

Associate Product Support Specialist

Ricoh USA
06.2014 - 09.2016
  • Led Global Managed Specialty Support team offering phone and email support for TD Bank account.
  • Managed group email inbox and coordinated communication with internal departments and third-party vendors.

Associate Field Technician

Ricoh USA
11.2012 - 06.2014
  • Oversaw performance of numerous multifunction machines, prioritizing efficient operation and customer satisfaction.
  • Ensured proper organization and accountability of a high-value car stock inventory.
  • Streamlined interactions with all stakeholders, reducing delays in covered machine operations.
  • Acquired subject matter proficiency in diverse volume ranges of monochrome and color MFP solutions.

Military Service - Specialist

United States Army
01.1996 - 01.1999
  • Assigned to the 48th Infantry Brigade.
  • Conducted precision firing operations for a battery of field artillery.

Education

Bachelor of Arts - Ancient History

Georgia Gwinnett College
Lawrenceville, GA
01.2016

Associates - Networking (Microsoft)

Gwinnett Technical College
Lawrenceville, GA
01.2012

Associates - Networking (Cisco)

Central Georgia Technical College
01.2005

Skills

  • Salesforce Expertise
  • Client Interaction
  • ServiceNow Proficiency
  • Oracle Systems Administration
  • Knowledge-Centered Support
  • TSRC Expertise
  • Fiery Expertise
  • Financial Reporting
  • Advanced Microsoft Office 365 Skills
  • Black and White Small Volume MFP
  • Color Small Volume MFP
  • Black and White Mid Volume MFP
  • Color Mid Volume MFP
  • Black and White Large Volume MFP
  • Color Large Volume MFP
  • IWB
  • Evolv Weapon Detection Systems
  • IPA Devices
  • Excel Proficiency
  • Skilled in Microsoft Outlook Management
  • Skills Development Training
  • Kyocera Device Troubleshooting
  • Primax Devices Proficiency
  • Technical troubleshooting
  • Schematics interpretation
  • Continuous improvement
  • Documentation management
  • Equipment calibration
  • Root-cause analysis
  • Analytical thinking

Certification

  • Network+ Certification
  • Cisco Meraki Networking Associate
  • Fujitsu Fusion Splicing
  • A+ Certification
  • American Red Cross First and and CPR Instructor
  • American Red Cross Lifeguard Instructor

Military Service

Army, United States, Specialist, 01/96, 01/99

Timeline

Specialist Technical Support

Ricoh USA
02.2023 - Current

Account Manager

Dynamic Quest
10.2020 - 06.2022

Service Coordinator

Southern Data Solutions
08.2019 - 10.2020

Team Lead - Advanced Services/Vector

Adcom Solutions Inc
09.2017 - 08.2019

Product Support Specialist

Ricoh USA
09.2016 - 09.2017

Associate Product Support Specialist

Ricoh USA
06.2014 - 09.2016

Associate Field Technician

Ricoh USA
11.2012 - 06.2014

Military Service - Specialist

United States Army
01.1996 - 01.1999

Bachelor of Arts - Ancient History

Georgia Gwinnett College

Associates - Networking (Microsoft)

Gwinnett Technical College

Associates - Networking (Cisco)

Central Georgia Technical College

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Brandon Hulette