Caleb O'Keefe
Krum
Summary
Experienced Desktop Support Technician with a strong ability to troubleshoot and resolve system malfunctions, minimizing operational disruptions. Skilled in providing remote support services. Demonstrated ability to quickly identify hardware or software problems and implement effective solutions to improve system performance.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Support Technician I
IronEdge Group
11.2022 - 06.2025
- Resolved an average of 30+ IT support tickets per week.
- Diagnosed and repaired hardware, software, and networking issues including but not limited to:
- Local and domain devices (slow computers, disconnected printers, lost shared folders)
- Windows software (Outlook, O365 products, Teams)
- Office 365 Admin (Entra/Identity, Exchange, OneDrive, Sharepoint)
- User profile/login local and domain (Active Directory, O365, Google Admin, Cyber QP)
- Multi-Factor Authentication (Duo, Entra/Identity, RADIUS)
- VPN (Cisco Global Connect, Sonicwall, MS VPN)
- Installed an array of software unique to client needs (Adobe Creative Cloud, Citrix, ArcGIS, AutoDesk suite, SQL, Screen Connect, NextGen, Aegis/New World, and many others)
- Streamlined incident escalation protocols, escalating high-severity issues within 2 hours to reduce downtime.
- Developed and delivered training sessions for common end-user issues—raising self-sufficiency and reducing recurring tickets.
- Created and maintained clear, detailed incident tickets in compliance with company standards, boosting SLA adherence.
- Collaborated cross-functionally via Microsoft Teams with support and management teams to identify process improvements, enhancing response time and consistency.
- Maintained strong customer relations, receiving positive client feedback for professionalism, personal touch, and high-quality support with an overall satisfaction rating of 98%.
Service Coordinator
IronEdge Group
01.2021 - 11.2022
- Ensure proper assignment of tasks to technical resources to adhere to Service Level Agreements
- Identification of systemic issues for proper escalation and to avoid duplication of work
- Review time submissions for accuracy to ensure proper billing
- Create and maintain workflows to maximize efficiency
- Answer and route calls to appropriate technical resource
- Remote
Delivery Associate
Amazon/Colonial Logistics
03.2020 - 12.2020
- Ensure highest level of customer service and professionalism in all interactions
- Complete safe and timely delivery of essential goods
- Maintain constant awareness of surroundings to protect other drivers
Administrative Specialist
University of North Texas
10.2016 - 03.2020
- Scheduled classes and meetings for over 37,000 students and faculty across 40+ departments
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation
- Drafted professional business memos, letters and marketing copy to support departmental objectives and growth
- Identified and recommended changes to existing processes to improve accuracy, efficiency and responsiveness of Registrar's office
- Trained new employees on procedures, company policies and performance standards
Claims Adjuster
Travelers
09.2015 - 02.2016
- Negotiated with claimants to settle claims and issue fair and prompt payment for auto damage claims
- Reviewed photographs, police reports, conducted interviews and obtained any other relevant evidence in investigating claims with liability disputes and coverage questions
- Modeled exceptional customer service skills and appropriate claims settlement methods
Claims Supervisor
GEICO
08.2014 - 09.2015
- Oversaw and optimized work of 11 customer service representatives
- Enhanced and implemented training programs to strengthen employee knowledge and promote from within
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflow to meet demand
- Prepared and managed work schedules, vacation and sick time accurately on weekly basis to comply with company leave and FMLA policy
- Interviewed, hired and trained new employees
- Monitored employee performance and provided coaching and constructive guidance to address areas of concern through monthly and yearly evaluations
- Partnered with and supported customer service representatives to ensure DOI regulations, laws and established policies were enforced and adhered to throughout all facets of claims handling
Claims Examiner - Litigation
GEICO
01.2011 - 08.2014
- Maintained contact with claimants and attorneys to determine treatment status and effect fair, prompt, and reasonable settlement
- Attended mediation with legal counsel for both parties and successfully settled claims
- Reviewed police reports, medical treatment records, medical bills, or physical property damage to determine extent of liability
- Evaluated all evidence with ultimate goal of creating positive outcomes
- Directed and coordinated various investigations conducted by field investigation team
- Reviewed and analyzed suspicious and potentially fraudulent claims
- Negotiated Bodily Injury settlement agreements to resolve disputes
Lead Pharmacy Technician, CPhT
CVS/Pharmacy and Target Pharmacy
05.2006 - 01.2011
- Trained and created schedule for pharmacy technicians on weekly basis
- Managed pharmacy inventory of thousands of medications
- Coordinated verification and filling of more than 250 daily prescriptions in high-volume pharmacy environment
- Set up and modified patient profiles to include current information such as medications and insurance details
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems and locating items
- Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments
Assistant Manager
A&W Restaurants
12.2001 - 08.2004
- Managed inventory control processes to restore back stock, control costs and maintain sales floor levels to meet customer needs
- Developed and managed employee schedules, balancing individual requests and requirements with business needs
- Trained team members
- Monitored cash intake and deposit records
- Assessed job applications and made hiring recommendations
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
Education
Bachelor's degree - Economics
University of North Texas
Denton, TX12.2010
High school diploma or GED - undefined
Humble High School
Humble, TX05.2000
Skills
- Desktop troubleshooting skills
- Efficient hardware troubleshooting
- Network performance assessment
- User access management
- User-focused application assistance
- Advanced troubleshooting
- Technical support
- Experience with VoIP solutions
- Mobile device management
- Collaborative vendor engagement
- Creation of support documentation
- Software patch management
- Software installation
- ICD-9 coding expertise
- In-depth understanding of physiology
- Four years of medical billing experience
- Accounts receivable management
- Proven management skills over four years
- Proficient in analytical techniques
- Four years of Medicare experience
- Proficient in HIPAA regulations
- Supervising Experience (4 years)
- Extensive experience with Microsoft Outlook
- Payroll processing expertise
- Payment transaction management
- Eight years of anatomical expertise
- Experienced in conducting interviews
- Claims management expertise
- Two years of negotiation experience
- Pharmacy technician expertise
- Four years of accident investigation experience
- Mediation experience in conflict management
- Extensive experience in data entry
- Extensive customer service experience
- Proficient in medical records administration
Certification
CompTIA A+ Certified (October 2022)
HIPAA Certified (10+ years)
Criminal Justice Information Services (CJIS) certified
Currently completing CompTIA Network + Certification
Timeline
Support Technician I
IronEdge Group
11.2022 - 06.2025
Service Coordinator
IronEdge Group
01.2021 - 11.2022
Delivery Associate
Amazon/Colonial Logistics
03.2020 - 12.2020
Administrative Specialist
University of North Texas
10.2016 - 03.2020
Claims Adjuster
Travelers
09.2015 - 02.2016
Claims Supervisor
GEICO
08.2014 - 09.2015
Claims Examiner - Litigation
GEICO
01.2011 - 08.2014
Lead Pharmacy Technician, CPhT
CVS/Pharmacy and Target Pharmacy
05.2006 - 01.2011
Assistant Manager
A&W Restaurants
12.2001 - 08.2004
High school diploma or GED - undefined
Humble High School
Bachelor's degree - Economics
University of North Texas
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