JOSHUA JAEN
Rosedale,MD
Summary
IT specialist and fraud analyst with expertise in data-driven environments. Skilled in utilizing ServiceNow, AWS, and Salesforce to optimize operations and strengthen security measures. Demonstrated success in conducting fraud investigations, providing technical support, and fostering effective communication with stakeholders to maintain high customer trust and satisfaction.
Overview
9
9
years of professional experience
Work History
Wealth Management Support Associate
Morgan Stanley Wealth Management
11.2025 - Current
- Supported client account operations and coordinated cross-functional services among wealth management teams to enhance client experiences.
- Managed sensitive financial information and addressed urgent client needs while maintaining professionalism in high-pressure situations.
- Provided coverage for financial advisors during extended leave, ensuring continuity of service for clients in Southeastern Region.
Consumer Fraud Analyst
Bank of America Corporate Baltimore
Baltimore
01.2023 - 07.2025
- Analyzed data patterns to identify fraud trends, informing and strengthening prevention strategies.
- Monitored financial transactions to detect and mitigate fraudulent activity, safeguarding assets.
- Investigated suspicious cases, compiling detailed reports and communicating findings to stakeholders.
IT Specialist
T. Rowe Price
01.2022 - 01.2023
- Resolved technical issues and account access requests, ensuring timely system escalations.
- Implemented targeted solutions to enhance user experience across systems, improving overall satisfaction.
- Delivered desktop support utilizing ServiceNow, AWS, and Salesforce platforms.
Salesman
Heritage Honda of Westminster
Westminster
08.2020 - 07.2021
- Managed CRM systems to streamline sales tracking and improve process visibility
- Managed CRM systems and coordinated follow-up communication to enhance customer engagement during sales process
- Delivered personalized customer experiences and maintained strong client relationships
- Facilitated communication throughout sales cycle to align team efforts and support customer needs
Trainer
Chick-fil-A
Eldersburg
10.2017 - 07.2020
- Trained new hires, facilitating stronger staff development and improving productivity.
- Built and maintained professional relationships with vendors and suppliers.
- Organized training programs on planned training days
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Wrote contracts for company employees, working towards satisfactory agreement between executives, employees and personal goals.
Education
Associate Degree - Cybersecurity
Carroll Community College
07-2026
Cyber Security - CompTIA A+, Security+
Per Scholas
Skills
- Fraud detection
- Financial analysis
- Financial operations
- Data analytics
- Salesforce administration
- ServiceNow administration
- Cloud computing
- Customer support
- Customer service
- Problem solving
- Communication skills
Personal Information
Title: IT & Fraud Analyst
Timeline
Wealth Management Support Associate
Morgan Stanley Wealth Management
11.2025 - Current
Consumer Fraud Analyst
Bank of America Corporate Baltimore
01.2023 - 07.2025
IT Specialist
T. Rowe Price
01.2022 - 01.2023
Salesman
Heritage Honda of Westminster
08.2020 - 07.2021
Trainer
Chick-fil-A
10.2017 - 07.2020
Associate Degree - Cybersecurity
Carroll Community College
Cyber Security - CompTIA A+, Security+
Per Scholas