I am writing to apply for the Client Services Technician position at NEXCOM Headquarters. I already work at NEXCOM HQ as a Supply Chain Systems Tech, so I already know the associates, systems and store operations this role supports.
In my current role I am the primary IT liaison between the Merchandising unit and the IT department. I manage end-user support requests against SLAs, troubleshoot Oracle Retail Merchandising System (RMS), Active Directory and line-of-business application issues, escalate to engineering or vendors when a problem is beyond my access, and follow up with users until it is resolved. I also build virtual machine test environments to check patches and updates before they are deployed, train associates one-on-one and in groups, and write the team's Standard Operating Procedures. My CompTIA Security+ certification meets the IA certification requirement under SECNAV M-5239.2.
Before NEXCOM, I spent two years as an IT Support Technician at the University of Colorado's Buff Techs help desk. I resolved support tickets within SLAs, installed and configured applications on Windows and macOS, diagnosed whether a problem came from hardware, the operating system or software, and fixed account and access issues. As a Merchandiser at NEXCOM, I prepared purchase orders, tracked shipments through delivery and resolved discrepancies with vendors and accounting, which is the same discipline this role needs for purchase requests, logistics tracking and IT asset records.
Outside of work, I built and maintain www.RyanPGray.com as a technical portfolio. Its core is more than 30 step-by-step IT guides from my self-built home lab, covering virtualization, Windows Server and Active Directory, storage, networking, backups and security, each with troubleshooting steps and root-cause write-ups. One example: when my media server kept crashing, I traced the cause to missing GPU resources and fixed it by passing an NVIDIA GPU through to the virtual machine. That habit of finding the root cause, returning the system to service and documenting the fix clearly is what I would bring to NEXCOM's end users and field sites.
Thank you for considering my application. I would welcome the opportunity to discuss how I can support NEXCOM's client computing operations.