Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Anthony Rosado

Aguada,USA

Summary

Information Technology Specialist (GS-2210) with 7+ years of combined experience in IT support, telecommunications, and customer service, including four years managing secure military communication systems in the U.S. Army and current federal IT support at the IRS. Proven ability to troubleshoot and resolve complex technical issues, manage network and satellite communication systems, and deliver excellent customer service in high-pressure environments. Recognized for outstanding performance with multiple awards and a history of maintaining 100% accountability of equipment valued at over $15 million. Bilingual English/Spanish veteran with active Security+ certification and a strong commitment to continuing professional development and public service.

Capable professional experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.

Overview

17
17
years of professional experience
5
5
Certification

Work History

IT Service Desk Technician (IT Specialist), GS-2210-09

Internal Revenue Service (IRS)
Guaynabo, PR
06.2024 - Current
  • Respond to and resolve Tier 1 and Tier 2 technical support requests from IRS personnel, troubleshooting hardware, software, and network issues for an organization of 300+ end-users across multiple sites.
  • Resolve an average of 50+ help desk tickets per week using an online ticketing system, achieving a first-contact resolution rate of over 90% for common issues.
  • Troubleshoot and quickly restore connectivity for users experiencing network, VPN, or email access issues, minimizing downtime and ensuring continuity of operations.
  • Configure and deploy new computer systems, laptops, printers, and mobile devices according to IRS security policies and standardized operating environments, including installing and updating software (Windows 10/11) and required patches.
  • Manage user accounts and access permissions (Active Directory, Exchange) for onboarding and departing employees, maintaining strict information security protocols and compliance with IRS IT policies.
  • Provide clear and courteous technical guidance to non-technical staff in person and via phone/email, resulting in improved user satisfaction and reduced repeat calls.
  • Document all support activities and solutions in the Service Desk knowledge base, contributing to improved team efficiency and faster issue resolution.
  • Achievement: Recognized by IT management for exemplary customer service and problem-solving skills; contributed to a 15% reduction in average ticket resolution time in FY2024 by streamlining support procedures.

Customer Service Representative, GS-0962-05

Internal Revenue Service (IRS)
Guaynabo, PR
07.2022 - 05.2024
  • Assisted taxpayers nationwide by answering an average of 60+ inbound calls per day in a high-volume IRS contact center, addressing inquiries on tax return status, account issues, and IRS services while adhering to agency protocols and quality standards.
  • Resolved customer issues efficiently by clarifying concerns, researching account information via IRS databases (e.g., IDRS), and providing accurate information or corrective actions in line with IRS regulations and standard operating procedures.
  • Managed high call volumes by maintaining a prompt response rate and reducing on-hold wait times, resulting in improved customer satisfaction scores and consistently meeting call handling time targets.
  • Updated and corrected taxpayer account records in internal systems with 100% accuracy, ensuring data integrity and compliance with privacy and security requirements.
  • Utilized bilingual communication skills (English and Spanish) to assist a diverse taxpayer population, effectively bridging language barriers and improving service accessibility for Spanish-speaking callers.
  • Handled escalated complaints and complex cases with professionalism and tact, providing knowledgeable service and, when necessary, routing issues to the appropriate department or supervisor for swift resolution.
  • Achievement: Consistently exceeded quality assurance standards and performance metrics, maintaining an average customer satisfaction rating of 95% and receiving commendation for outstanding customer service during the 2023 filing season.

Field Service Technician

Pura Energía
Aguadilla, PR
12.2021 - 07.2022
  • Installed and configured photovoltaic (PV) solar energy systems on residential and commercial sites, interpreting technical drawings, electrical schematics, and site plans to ensure proper placement and safe installation of solar panels and equipment.
  • Performed electrical wiring, system testing, and troubleshooting for PV installations, verifying proper connections, polarity, grounding, and system performance parameters to meet industry standards and local electrical codes.
  • Conducted on-site evaluations and routine maintenance for solar installations, identifying and resolving issues such as faulty inverters or wiring problems to restore optimal system functionality.
  • Demonstrated system operation and emergency shut-down procedures to clients after installation, ensuring customers understood how to safely operate and monitor their new solar power systems.
  • Applied effective problem-solving skills and strict adherence to safety protocols in challenging field conditions (e.g., working at heights and in adverse weather), completing projects on schedule with zero safety incidents.

Team Leader (Multichannel Transmission Systems Operator-Maintainer)

United States Army
Fort Hood, USA
01.2016 - 11.2021
  • Led and supervised a team of 32 soldiers in the setup, operation, and maintenance of tactical communication systems, including satellite terminals (Satellite Transportable Terminals – STT) and radio networks, to support global military operations.
  • Managed and maintained accountability for communications equipment valued at over $15 million, ensuring 100% inventory accuracy and operational readiness of all devices, including encryption devices (KG-175D TACLANE) for secure communications.
  • Planned and executed the deployment of secure voice and data networks (SIPRNET and NIPRNET) across multiple international locations (Kuwait, Germany, Iraq, Syria, Turkey, and Romania), providing reliable encrypted communication services to U.S. and coalition forces.
  • Trained and mentored junior soldiers in signal support procedures, network troubleshooting, and equipment maintenance, resulting in a 30% improvement in team technical proficiency and readiness.
  • Quickly diagnosed and resolved network outages and technical faults under high-pressure conditions, restoring critical communication links and minimizing mission downtime.
  • Coordinated with cross-functional military units and allied forces to ensure seamless integration of communication systems during joint operations and exercises.
  • Achievements: Awarded the Army Commendation Medal and Army Achievement Medal for exceptional leadership and superior performance in managing communications operations during overseas deployments. Consistently praised by superiors for initiative, technical expertise, and dedication to mission success.

Owner / Manager

El Gran Oasis Bar & Restaurant
Aguada, PR
01.2008 - 01.2015
  • Owned and operated a bar and restaurant, overseeing all aspects of business operations including staff supervision, financial management, inventory control, and customer service for a team of 20+ employees.
  • Managed human resources functions such as hiring, scheduling, payroll, and training, ensuring adequate staffing levels and maintaining accurate documentation for all employees in compliance with labor regulations.
  • Implemented efficient inventory control and vendor management practices, reducing costs by 15% and ensuring consistent availability of food, beverages, and supplies to meet customer demand.
  • Maintained all required licenses, permits, and health/safety compliance records, successfully passing periodic regulatory inspections and audits.
  • Developed and executed marketing promotions and special events that increased customer traffic and sales by up to 25% during peak seasons.
  • Demonstrated strong leadership and problem-solving skills in a fast-paced environment, building a loyal customer base and a reputation for excellent service.

Education

A.A.S. - Information Technology (Networking)

Central Texas College
Killeen, TX
12.2025

B.S. - Information Technology

Southern New Hampshire University
Hooksett, NH
01.2019

Bachelor of Business Administration - Business Management

University of Puerto Rico at Aguadilla
Aguadilla, PR
01.2010

Skills

  • IT Help Desk & Technical Support (Tier 1 & 2)
  • Network Administration & Troubleshooting
  • Systems Installation & Configuration (Windows, Linux, MacOS)
  • Information Security & Access Controls
  • Hardware Upgrades & Maintenance
  • Satellite & Radio Communications (SATCOM, Tactical Networks)
  • Customer Service & Client Relations
  • Team Leadership & Training
  • Bilingual Communication (English & Spanish)

Certification

  • CompTIA Security+ (SY0-501), CompTIA, 01/01/20
  • CompTIA IT Fundamentals (ITF+), CompTIA, 01/01/19
  • Cisco Routing & Switching, Cisco Networking Academy, 01/01/19
  • ETA Certified Fiber Optics Installer, ETA International, 01/01/18
  • WIN-T (Warfighter Information Network-Tactical) Operator Course, U.S. Army Signal School, 01/01/17

Timeline

IT Service Desk Technician (IT Specialist), GS-2210-09

Internal Revenue Service (IRS)
06.2024 - Current

Customer Service Representative, GS-0962-05

Internal Revenue Service (IRS)
07.2022 - 05.2024

Field Service Technician

Pura Energía
12.2021 - 07.2022

Team Leader (Multichannel Transmission Systems Operator-Maintainer)

United States Army
01.2016 - 11.2021

Owner / Manager

El Gran Oasis Bar & Restaurant
01.2008 - 01.2015

A.A.S. - Information Technology (Networking)

Central Texas College

B.S. - Information Technology

Southern New Hampshire University

Bachelor of Business Administration - Business Management

University of Puerto Rico at Aguadilla

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