DPS: Hi Gabriel. What does a typical day in your role look like – and what might surprise people about it?
Gabriel: A typical day starts with the essentials: coffee and a quick scan of emails and alerts to get a pulse on our environment. From there, it can go in many directions. Bouncing between reviewing security alerts, suppressions, and whitelisting (a cybersecurity approach that allows only pre-approved applications, users, IP addresses, or website to access a system, blocking everything else by default), and coordinating with internal IT teams on ongoing projects or issues. We also regularly collaborate with external IT and law enforcement partners to ensure statewide CJIS (Criminal Justice Information Service) compliance, manage vendor relationships, handle vulnerability and PCI DSS (Payment Card Industry Data Security Standard) compliance efforts, and evaluate risk mitigations.
People might be surprised by how much of the job is both investigative and collaborative. One minute I’m digging into a weird artifact or a phishing email, and the next I’m helping troubleshoot identity or authentication issues. All of that is happening while we’re keeping an eye on the environment for anything out of the ordinary. It’s a mix of detective work, problem-solving, and teamwork, and no two days look the same.
DPS: Can you share a moment on the job that really stuck with you?
Gabriel: One moment that has stayed with me was during my time as a regional tech, when I had the opportunity to ride along with my District 7 Officers in Española. I witnessed a felony arrest for an outstanding warrant and several other charges. Being right there in the passenger seat, watching the officers remain calm, focused, and professional in a high-pressure, unpredictable situation, made a lasting impression. This was also during COVID, when everything from procedures, safety protocols, and communication was more complicated than usual. Seeing firsthand the challenges our officers faced while still showing up and protecting the public really grounded me in the purpose behind the work we do on the IT side.
DPS: What skills have you developed the most since joining the department?
Gabriel: Listening. Truly listening has been the skill I’ve developed the most. Whether someone is calling stressed, frustrated, or in a hurry, my job is to hear past the emotion and understand the actual problem they’re facing. It’s easy to overlook how powerful effective listening is, but it’s what allows me to take the right action, document accurately, or hand off the issue to the right team. This role has taught me to maintain grace under pressure, to pivot when needed, and to communicate clearly even in chaotic situations at the core of all that is listening. Everything else flows from there.
DPS: How does your work impact the community in ways people might not always see?
Gabriel: As the CJIS Systems Agency (CSA) for New Mexico, we ensure that law enforcement officers, courts, and criminal justice partners across the state have reliable, secure access to critical criminal justice information. Most people never see this side of public safety, but without that infrastructure running smoothly, the entire system slows down.
Accurate background checks, timely warrant information, and fingerprint submissions to NCIC (National Crime Information Center) all rely on systems that can’t go down. What we do makes sure dispatchers can get information back to officers in the field; agencies can submit fingerprints, and critical data gets where it needs to go without delay. It’s the kind of work most people never see, but everything depends on it running smoothly.
And because I work in cybersecurity, there’s an added layer: keeping our people and our network safe directly contributes to keeping the public safe. If our systems are compromised, officers lose access to life-saving information. Protecting the network protects the community. It’s behind the scenes, but it has a very real impact on officer and public safety.
DPS: What about the Department’s mission appeals to you?
Gabriel: I’m drawn to the mission because it directly contributes to public safety. Knowing that the work I do helps keep the officers safe by ensuring they have dependable access to the systems and information they need 24/7/365, gives the role a real sense of purpose.
From a cybersecurity standpoint, the mission hits even harder. Every vulnerability we close, every risk we reduce, every system we lock down directly supports the people who protect our communities. If our network isn’t safe, they aren’t safe. Keeping our systems secure is part of keeping New Mexico safe, and I take that seriously.
DPS: Have you had any mentors in your career?
Gabriel: Yes, my father. He was a state employee, and growing up, I watched him work in IT. He is the reason I got into this field in the first place. He showed me what service work really means: that IT isn’t just about systems; it’s about the people you are serving.
He taught me patience, curiosity, and what good customer service really looks like. Especially on the days when people are stressed or frustrated. His approach was simple: kill them with kindness. That mindset shaped how I work today. It’s how I treat people, how I solve problems, and how I show up for others, even when the situation isn’t easy.
DPS: What advice would you give someone just starting their career?
Gabriel: Patience, humility, and grace. Careers don’t happen overnight. They grow one challenge, one mistake, and one lesson at a time. Own your decisions, learn from the things that don’t go perfectly, and stay curious. Above all, kindness goes a long way. People may forget the technical fix you provided, but they’ll remember how you made them feel. A little patience and a positive attitude can go a long way in building trust and a strong reputation.
Story by New Mexico Department of Public Safety Public Information Officer John Heil. Photo by DPS Media Relations Unit – Curtis Althaus.