Blayne O’Cain
Okeechobee
Summary
Entry-level IT and cybersecurity professional with hands-on experience in troubleshooting systems and managing user accounts in Microsoft Active Directory. Proven track record of delivering high customer satisfaction in a fast-paced help desk environment while currently pursuing a Bachelor’s degree in Cybersecurity.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Server / Manager
Omino Japanese Restaurant
Okeechobee
01.2023 - Current
- Provided exceptional customer service in high-volume setting, enhancing customer satisfaction
- Addressed customer and staff issues promptly and professionally, fostering a positive workplace environment
- Led and supported team members to ensure smooth operations
- Coordinated staff scheduling, inventory management, and daily operations to ensure seamless service delivery
- Maintained cleanliness and compliance with health inspections
IT Helpdesk Support Technician
iVox
Port St. Lucie
05.2022 - 12.2022
- Delivered phone-based IT support through ticketing system and call queues to resolve user inquiries
- Troubleshot network connectivity issues and user account problems to restore service and enhance user experience
- Escalated complex issues for field support or advanced resolution, ensuring timely follow-up for user satisfaction
- Maintained high customer satisfaction scores (top-tier OSAT performance)
- Worked within a 250+ agent support environment handling high call volume
IT Technician (Contractor)
Seacoast Bank
Stuart
07.2020 - 01.2022
- Supported 1,700+ end users across 80+ locations in an enterprise environment
- Managed IT incidents via phone, email, and ticketing systems, achieving resolution within defined SLAs
- Performed remote and onsite troubleshooting for servers, endpoints, and network devices
- Imaged and deployed servers, workstations, and specialized devices
- Installed patches and updates to remediate vulnerabilities and improve system stability
- Administered user accounts in Active Directory (password resets, domain support)
- Maintained communication with users, ensuring timely issue resolution and high satisfaction rates
- Collaborated with internal teams to deliver project-based IT tasks, enhancing overall project efficiency
Education
Associate of Arts - Computer Science
Indian River State College
Fort Peirce, FL01-2020
High School Diploma -
Okeechobee High School
Okeechobee, FL01-2019
Bachelor’s Degree - Cybersecurity
SANS Technology Institute
North Bethesda, MDSkills
- System administration
- Microsoft Active Directory
- Network troubleshooting
- Incident response
- Deployment
- System diagnostics
- Windows
- Linux
- Ticketing systems
- Remote access software
- Problem-solving
- Communication
Certification
- Microsoft Certified Professional
- GIAC Security Essentials (GSEC)
- GIAC Foundational Cybersecurity Technologies (GFACT)
Affiliations
- Built and maintained Virtual Linux machines used for practicing penetration testing techniques, and practiced many labs pertaining to DFIR, penetration testing, system hardening, active directory management, PowerShell Scripting, Python, C, Assembly, and more.
Timeline
Server / Manager
Omino Japanese Restaurant
01.2023 - Current
IT Helpdesk Support Technician
iVox
05.2022 - 12.2022
IT Technician (Contractor)
Seacoast Bank
07.2020 - 01.2022
Associate of Arts - Computer Science
Indian River State College
High School Diploma -
Okeechobee High School
Bachelor’s Degree - Cybersecurity
SANS Technology Institute