Open to opportunities

Sandra Seabrook

@sandraseabrook

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Help Desk specialist skilled in customer-focused technical support.

United States

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What I'm looking for

I seek a technical support role where I can apply help-desk ticketing, device management, and customer-facing troubleshooting while growing network and systems skills in a collaborative team environment.

I am a Help Desk specialist with a strong customer-service background and hands-on experience supporting internal customers and resolving technical issues. I have progressed through roles in support and workforce management, developing practical troubleshooting and ticketing experience.

My career highlights include working with Jira Help Desk tickets, supporting complex accounts, and improving staffing and operational workflows to meet demand. I have experience collaborating across Credit Card Services, Ecommerce, Audit, and Tracing teams.

I am building technical proficiency in Jamf Pro for Apple device management, learning network diagnostic commands like ping and traceroute, and pursuing Network+ certification. I also hold a Bachelor of Science in Psychology and a certification in AI for Work and Life.

I bring strong interpersonal and leadership skills, a focus on de-escalation and customer satisfaction, and a willingness to learn technical tools and processes to improve support outcomes.

Experience

Work history, roles, and key accomplishments

Current

Help Desk Specialist

Current

Venus

Mar 2025 - Present (1 year)

Assists with Jira help desk tickets, performs follow-up to ensure internal customer satisfaction, and supports Apple users using Jamf Pro while learning network troubleshooting commands.

Jira Jamf Help Desk Support Endpoint management Troubleshooting Network Commands Customer Support

Current

Workforce Management Specialist

Current

Venus

Feb 2018 - Present (8 years 1 month)

Implemented staffing procedures and manipulated workgroup queues to improve coverage during peak demand, driving proactive operational improvements and supporting representative performance.

Workforce Management Capacity Planning Scheduling

Help Desk Coordinator

Venus

Mar 2015 - Feb 2018 (2 years 11 months)

De-escalated complex customer inquiries and developed cross-department relationships with Credit Card Services, Ecommerce, Audit, and Tracing to improve resolution rates.

Help Desk Support Customer Escalation Cross Functional Collaboration Account Support Communication Troubleshooting Jira