Phoua Thao

Security-conscious and technically adept IT professional with 6+ years of experience in infrastructure support, access management, and operational troubleshooting. Proven success in coordinating complex implementations, supporting enterprise security tools, and driving continuous improvement across IT environments. Skilled in incident response, root cause analysis, and cross-functional collaboration.

Passionate about cybersecurity and data protection, with a strong foundation in monitoring, threat investigation, and compliance. Eager to contribute to large-scale infrastructure initiatives and security operations with precision, integrity, and a proactive mindset.

Solution Center Representative 3 at OLD NATIONAL BANK (formerly Bremer Bank) (2019-01 – 2026-01)

IT End User & Security Support providing Tier 1-3 support for enterprise applications and infrastructure tools

• Delivered Tier 1–3 support for enterprise applications and infrastructure tools, resolving complex access and functionality issues across ADP, Epic, FIS IBS, Encompass, and Active Directory
• Successfully resolved an average of 135 calls/month, eliminating technical issues quickly and improving employee satisfaction
• Supported technical implementations and coordinated change controls to ensure smooth system upgrades and secure configuration deployments
• Monitored and triaged ServiceNow ticket queues (30+/month) for security-related incidents, performing initial investigations and timely escalation to appropriate teams
• Conducted root cause analysis for recurring access and security issues, contributing to long-term mitigation strategies that reduced incident frequency
• Authored comprehensive runbooks and technical documentation to standardize threat response procedures and enhance operational consistency
• Collaborated cross-functionally with engineers and analysts to optimize alert configurations and improve security tool performance post-deployment
• Ensured audit readiness and regulatory compliance through precise documentation and validation of access approvals
• Explored and piloted automation and AI-driven workflows, improving support efficiency and minimizing security risk exposure

Card & Exception Service Specialist III at OLD NATIONAL BANK (formerly Bremer Bank) (2006-01 – 2019-12)

Deposit Operations - Investigated and resolved complex client issues with focus on fraud detection, risk mitigation, and compliance

• Investigated and resolved complex client issues involving ACH, check items, and card disputes, with a strong focus on fraud detection, risk mitigation, and regulatory compliance
• Maintained secure documentation and supported internal audits and regulatory reviews to ensure adherence to financial and security standards
• Trained and onboarded new team members on data handling, security protocols, and operational procedures, fostering a culture of accuracy and compliance
• Demonstrated meticulous attention to detail and effective time management in high-volume environments, ensuring accurate and timely resolution of client issues

In-Store Supervisor at HUNTINGTON BANK (formerly TCF Bank) (2003-01 – 2006-12)

Oversaw daily banking operations with focus on secure transaction processing and regulatory compliance

• Oversaw daily banking operations, ensuring secure transaction processing, accurate vault balancing, and strict adherence to regulatory standards
• Led staff training and performance evaluations, reinforcing compliance protocols and elevating customer service quality
• Promoted secure banking products and maintained precise client records, supporting operational integrity and customer trust

Bachelor of Science in Cybersecurity – Western Governors University - In Progress