IT Service Desk & Security Operations Specialist

CARLOS-JESUS

REYES-ROSADO

Orlando, FL ***** 407-***-**** ******.*.***********@*****.***

LinkedIn: Carlos Jesus Reyes Rosado

PROFESSIONAL-SUMMARY

IT Operations & Compliance Professional with a focused background in securing mission-critical infrastructure within highly regulated environments. Proven expertise in CJIS-compliant hardware lifecycle management for public safety and rapid technical upskilling within the Fintech sector. Demonstrated ability to master complex, proprietary software systems under high-pressure deadlines while maintaining strict data integrity and security protocols.

TECHNICAL-SKILLS

Compliance & Security: CJIS, PII Data Handling, Physical Security Controls, Asset Chain of Custody, Data Sanitization (NIST Standards), AirWatch

Systems & Software: SCCM, Microsoft Office 365, Active Directory, Windows 10/11 Enterprise, Mac, ServiceNow, Jira, RDP Tools, Screen-Connect

Infrastructure: Enterprise Workstation Deployment, Hardware Decommissioning, Secure Imaging, Peripheral Integration, VMware, Network Configuration

Operations: Rapid Technical Onboarding, High-Volume Incident Management, Technical Documentation, Cross-Functional Support, White-Label SaaS Troubleshooting, VoIP, Remote Workstation Support

PROFESSIONAL-EXPERIENCE

Crosslink Tax Tech Solutions Technical Support Specialist (Fintech) Dec 2025 - Feb 2026 Contract

Selected for an intensive, high-attrition technical qualification program, mastering proprietary white-label tax

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software and secure troubleshooting protocols within a 14-day window.

Provided high-velocity technical resolution for tax professionals, ensuring software availability and data privacy during

peak federal filing periods.

Diagnosed and resolved complex software-to-hardware conflicts across diverse client environments, maintaining

uptime for critical financial applications.

Transitioned to live production support ahead of schedule, consistently exceeding KPIs for resolution speed and

accuracy.

City of Orlando Service Desk & CSSA Support Specialist Mar 2025 - Sep 2025 Contract

Accelerated secure decommissioning and deployment of mission-critical workstations for Orlando Police and Fire

Departments, ensuring 100% adherence to CJIS data security standards.

Executed secure remote troubleshooting protocols for city-wide personnel, mitigating technical vulnerabilities in a

high-stakes government environment.

Maintained rigorous chain of custody and data sanitization procedures during hardware refresh cycles to prevent

unauthorized exposure of sensitive law enforcement data.

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Handled high-volume service requests with high first-call resolution rates for emergency service personnel where

system uptime directly impacts public safety.

Utilized SCCM, AirWatch, OKTA, Workday, and Windows Active Directory for end-user troubleshooting and

account/workstation configuration.

Best Buy Asset Protection & Security Jun 2022 - Mar 2025

Monitored physical security infrastructure to mitigate risk and prevent loss within a high-traffic retail environment. Conducted incident reporting and surveillance oversight, developing foundational understanding of physical security

controls and threat assessment.

Collaborated with management to enforce safety protocols and protect high-value technical assets.

EDUCATION&CERTIFICATIONS

Cyber Defense Professional Certificate University of Central Florida (UCF) Completed Aug 2024

Intensive program: SOC Operations, Threat Hunting, Network Security. Hands-on with Wireshark, Splunk,

and Metasploit.

CompTIA Security+ CompTIA Expected Mar 2026

A.S. in Information Technology Valencia College In Progress

Internal Technical Compliance Qualification Crosslink Tax Tech Solutions Completed Dec 2025

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