Ryan Gray

IT Support & Client Services Technician · End-User Device & Systems Support · CompTIA Security+
Virginia Beach, VA
757-779-1724
[email protected]

Professional Summary

CompTIA Security+ certified IT support technician with experience across service-desk support, end-user troubleshooting, application installation and deployment on Windows and macOS, and user account administration in Active Directory. Currently the IT liaison for NEXCOM HQ's Merchandising unit, resolving escalated application issues, testing patches and updates in virtual environments, and training end users one-on-one and in groups. Brings hands-on virtualization, storage, networking and backup experience from a self-built home lab documented in 30+ guides on my portfolio site, plus procurement and shipment-tracking experience from merchandising. Writes clear SOPs and applies information assurance practices to every system and service delivered.

Experience

Supply Chain Systems Tech — NEXCOM HQ (NF-03) Virginia Beach, VA  |  June 2026 – Current
  • Customer Support & Service Delivery: Manage end-user technical support requests through ticketing workflows, resolve escalated system and application issues, and follow up with users until problems are closed within established service-level agreements (SLAs).
  • System Administration & Technical Support: Serve as the primary IT liaison between the Merchandising unit and the IT department. Perform system configuration checks, monitor performance, and troubleshoot software errors in Oracle Retail Merchandising System (RMS), Active Directory, and line-of-business applications, escalating to engineering and vendors when needed.
  • Virtualization & Patch Testing: Build and maintain virtual machine (VM) test environments that mirror production, run vulnerability scans, and test software patches, system updates, and configurations before enterprise deployment.
  • Information Security & Access Control: Administer user access permissions and configuration and supplier files within Oracle RMS, enforcing access control and data integrity standards in line with organizational information security policy.
  • User Training & SOP Development: Train non-technical end users one-on-one and in group sessions, and author and maintain Standard Operating Procedures (SOPs) and technical documentation for the team.
  • Team Supervision & Workflow Management: Train and direct the daily work of Code M (Merchandising) users, scheduling work streams and prioritizing tasks across cross-functional teams.
  • Troubleshooting & Reporting: Use SQL queries against Oracle RMS and advanced Excel to find the root cause of recurring system errors, validate data, and build custom reports that recommend fixes.
Merchandiser — NEXCOM HQ Virginia Beach, VA  |  Feb 2025 – June 2026
  • Procurement & Logistics Tracking: Prepared purchase orders, reviewed quantities, tracked shipments through delivery, and resolved shipping and billing discrepancies with vendors, accounting, and store departments. Analyzed receiving reports to correct delays and errors.
  • Process Automation: Wrote Microsoft Visual Basic (VBA) tools that automated Fact Tag creation and submission, promotion tracking, and advertising workflows, greatly reducing manual effort.
  • Data Management & Accuracy: Performed data entry for new item setup, price changes, item maintenance, and vendor returns, and maintained UPC files to company standards.
  • Vendor & Team Coordination: Coordinated with vendors, buyers, planners, and internal teams on pricing, supplier support, returns, and assortment planning.
  • Documentation: Documented processes and built tools that improved the efficiency and accuracy of team tasks.
IT Support Technician — Buff Techs Boulder, CO  |  May 2022 – May 2024
  • Technical Troubleshooting: Diagnosed end-user computer problems, isolated hardware, operating system, and software causes, resolved them or escalated complex cases to higher-tier support, and followed up to confirm resolution.
  • Service Desk Operations: Responded to and resolved support tickets within defined SLAs, prioritizing business-impacting issues.
  • Application Installation & Deployment: Installed, configured, and maintained software applications across Windows and macOS environments to enterprise standards.
  • User Account & Access Support: Resolved user account and software access issues in line with IT security protocols.
  • Documentation & Security Compliance: Documented incidents and recurring issues to improve system stability, and followed institutional cybersecurity and information assurance practices when deploying applications and managing systems.

Professional Project

RyanPGray.com — Technical Portfolio & IT Documentation HTML, CSS, JavaScript  |  GitHub Pages
  • Site Build & Hosting: Designed, built, and maintain a responsive website with light/dark themes, searchable section navigation, and downloadable files, deployed through GitHub with version control and served on a custom domain.
  • Home Lab Documentation: Wrote 30+ step-by-step guides from a self-built home lab: Proxmox and Hyper-V virtualization, Windows Server and Active Directory, DNS and Pi-hole, RAID and Samba storage, Docker and Kubernetes, central logging, alerting, encrypted backups, and GPG.
  • Troubleshooting Write-ups: Each guide includes troubleshooting steps and verification checks, plus root-cause analyses of real failures, such as ending recurring Plex crashes with NVIDIA GPU passthrough and correcting a flawed RAID and backup setup.
  • Excel Automation: Showcases Excel VBA automation tools and process guides from my merchandising work.