Terry Pham

IT and cybersecurity professional with hands-on experience across systems administration, network support, ticketing and documentation, and foundational security work.

Background spans enterprise IT support (Microsoft, via Wipro) and software development for a live web platform (NovelPedia), including hardware and connectivity troubleshooting, configuration and asset management, and access/security configuration for production systems. GIAC Foundational Cybersecurity Technologies (GFACT) and CompTIA A+ certified, with practical OSINT and web exploitation experience through TryHackMe and coursework in networking, data privacy, and generative AI security considerations. Comfortable managing high ticket volumes under time pressure, documenting technical findings clearly, and communicating with both technical and non-technical audiences.

Reliable, detail-oriented, and committed to continuous growth in IT and cybersecurity.

Systems Engineer at Microsoft (Contract via Wipro) (2024-06 – 2025-06)

• Monitored, diagnosed, and resolved hardware, connectivity, and remote-management issues (iDRAC, iLO, BMC, KVM-over-IP) across enterprise server, storage, and network equipment.
• Defined functional and non-functional requirements for an AI-powered internal tool, translating stakeholder needs into clear technical documentation.
• Actively managed and documented a high volume of tickets in ServiceNow and ICM, maintaining accurate records from intake through resolution.
• Tracked and maintained accurate inventory and configuration records in a Configuration Management Database (OneAsset), supporting audit and compliance accuracy in a fast-paced, rapidly changing environment.
• Audited premises equipment for quality control and compliance with deployment standards.
• Coordinated with vendors, clients, and cross-functional teams on equipment deployment, decommissioning, and configuration changes.
• Wrote PowerShell scripts to automate routine diagnostics, configuration, and reporting tasks.

Software Developer at NovelPedia

• Developed and maintained front-end features for a live web platform using TypeScript, HTML, and Tailwind CSS.
• Reviewed and configured access and security settings for a production web environment (Cloudflare).
• Managed source code and collaborated with a distributed team through GitHub, participating in the CI/CD workflow and issue tracking.
• Investigated and documented user-reported issues, identifying root cause and distinguishing genuine defects from expected behavior.

Desktop Assembly Technician at Terry's Techtopia

• Assembled, configured, and repaired desktop computer hardware to client specifications.
• Diagnosed and resolved hardware and software issues via remote and in-person support, delivering attentive customer service.

– University of Washington Bothell (2021-01 – 2023-01)

– University of Washington Bothell (2025-09 – 2025-12)

– Western Governors University (2023-09 – 2025-02)

Associate of Science (A.S.) – Cascadia College (2019-01 – 2021-01)

High School Diploma – North Creek High School (2017-01 – 2021-01)