Celeste Damron is seeking a full-time or contract position as a trainer where she can utilize her expertise in implementing ITSM training programs. She has over 20 years of experience delivering classroom and online training primarily for system administrators. Her experience includes developing curriculum, managing training departments, and providing organizational change management. She has successfully trained employees at various Fortune 500 companies on ITSM best practices and software such as ServiceNow, ServiceCenter, and ITIL.

1. Celeste Damron
cd@fl2f.net
858 663 9584
Objective: I am looking for a full-time or contract position where I can make a significant contribution to a an organization,
capitalizing on my expertise and experience implementing training programs in the ITIL world of ITSM, including organizational
change (OCM) and readiness, communications, technical training, curriculum/instructional designer, and management in the
high tech industry. I am also able to travel globally.
Qualifications and Summary: Classroom and remote (online) trainer—primarily for system administrator audiences—but also
for end-user learners; ITSM OCM and communications readiness, implementing service management training in fortune 500
organizations, instructional and curriculum design/development and education utilizing ITIL 3 standards and ADDIE
methodologies; quality assurance, technical writing/editing, global installations, project management, and multi-cultural
learning solutions. Technical training management, organizational development; manager, director, and supervisory
experience; proven track record managing, directing, and supervising staff to provide quality educational solutions to worldwide
organizations. I am a team player, key contributor to my group (and consequently of benefit to the company), and I interface
seamlessly with other groups in any organization.
Successes: Put OCM and organizational readiness plans in place for training implementations, provided virtual and ILT
training in world-class, worldwide training organizations and authored quality curriculum for system administrators and end
users using a blended approach to learning, which consistently met with total customer and internal student satisfaction.
Developed and facilitated system administrator and end-user training on the ServiceNow and Peregrine (HP OpenView)
ServiceCenter/Service Manager ITSM products based on ITIL 3.x standards as well as sophisticated document imaging,
government permitting, accounting, and presentation graphics software. Directed multiple global training organizations and
departments, managed multi-million dollar budgets building fiscally successful departments, and provided high quality training
to customers. Managed the career growth of up to 28 technical staff, and most personnel are still at the company at which I
hired them, or they moved into a similar industry. Project Manager and designer on multi-million dollar, state-of-the-art
training facility along with other successful customer project management engagements.
Experience:
05-
2015 to
10-
2015
Linium, Consulting, New York, New York consulting position
 Training Implementation Consultant – national training engagements – OCM, organizational readiness, and
communications; design and develop ServiceNow ITSM training materials for presentation via ILT-C, ILT-R,
remote, eLearning—via Captivate, and consumer infographics and videos, to include curriculum on SACM
(Service Asset and Configuration Management), Change, Event, Incident, Knowledge, Problem, Request,
and Release & Deployment Management; Service Catalog, ITSD, CMS Portal, and SLM in Fortune 500
organizations
06
2012 -
08 2014
24/7 Personal Caregiver
 24/7 care of a 96 year-old woman until she passed in 2014; did all finances, including bill pay and tax
prep., took care of all medical, legal, and financial needs working with fiduciary and attorney; provided
transportation to all appointments; managed household and coordinated all workers, including banking,
hospice care, daily spa treatment, and personal care; provided all meals and daily care, and managed
household during her hospital care until hospice was necessary in the home
09
2011-
06 2012
Advanced Marketplace (HP/TVA), Chattanooga, TN consulting position
 Technical Training Consultant. Successfully rolled out new version of Service Management product to entire
IT organization; performed ISD, leadership, quality assurance, development of CBT content, T3
, instructor-
led (ILT), and end-user training (EUT) for IT technical courseware on HP BP4SM, Service Manager 9.2,
Change, Incident, and Problem Management modules of ITSM (IT Service management) product at TVA.
Acted as BP4SM and OCM (Organizational Configuration Management) SME
05 2010
- 06
2011
Unicon (Nationwide Insurance), Columbus, OH consulting position
 Technical Training Consultant - Effectively designed and led end-user IT technical training to home office
and national IT staff; developed curriculum for use on HP OpenView (ServiceCenter) Problem Management
using Apollo RCA. Co-wrote a style guide for use in all of Nationwide’s U.S. training facilities. During
tenure, trained all Service Desk, L1/L2 Technical Support, and IT staff to handle incidents and problems
efficiently; started contract on Friday began training classes the following Monday
2008 -
2010
Miscellaneous consulting positions including technical trainer, curriculum development and design,
quality assurance, and financial journalist
 Delivered ILT and online system administrator training, successfully designed and delivered quality
curriculum on time using the HP OpenView Service Manager, ServiceCenter, and AssetCenter (Asset
Management) suite of products nationally, including quality assurance of Incident and Change Management
in a SQLSVR/Oracle environment using XML scripts
 Wrote financial articles for appearance on financial websites such as Google and Yahoo Finance
2007 -
2008
Terry Oldham and Associates, Wayne, PA, Technical Training Consultant
 Provided ILT and virtual system administrator training on HP OpenView, ServiceCenter product to national
HP customers, partners, and in-house staff

2. 2
2005 –
2007
Accela, Inc., San Ramon, CA, Technical Training Consultant, QA Analyst
 Effectively supplied instructor-led training classes on permitting software product to multiple state, county,
city, and local government agencies, training end-user personnel and IT staff to excellent review
 Created and executed structured quality assurance tests on government permitting software
 Designed, developed, and authored multiple end-user and administrator training guides for Oracle/Sequel
Server permitting software products
2004 MAXUSE, LLC., Washington, D.C., Technical Training Consultant
 In charge of delivering end-user ILT training on the Peregrine Systems Incident Management module of
ServiceCenter to Morgan Stanley’s technical service desk staff in Ohio, Hong Kong, and Tokyo; developed
job aids and slides for use in these classes
1997 –
2002
Peregrine Systems, Inc., San Diego, CA
2000 –
2002
Service Desk and Technical Support Training Manager/Trainer/Professional Development
 Authored curriculum, job aids, and training materials
 Presented ILT and ad-hoc training to all Technical Support staff to improve technical knowledge
 Administered a Kepner-Tregoe Service Desk tools certification training program
 Successfully implemented an SSPA soft skill certification training program to facilitate learning and career
growth for all Technical Support staff
 Created and administered a technical training library utilizing KnowledgePlanet LMS
1997 –
2000
Professional Services Training Manager/ Trainer/Instructional Designer
 Wrote curriculum for ServiceCenter, Problem and Incident Management, Service Level Management
(SLA/SLM), CMDB, and assisted with curriculum design for AssetCenter (Asset Management), Request
Management, and Change Management software products
 Delivered ILT ServiceCenter system administrator classes
 Managed Professional Services Training Department’s annual user conference training event
 Directed the Training group, managing a multi-million dollar budget; designed state-of-the-art training
facility, managed 28 training professionals, providing each with career opportunities
Education and Professional Development:
 Bachelor of Arts - Social Science-History/Education, California State University, San Diego
 Post BA education in JavaScript, HTML, various IT courses, Oracle, miscellaneous software applications, Finance,
and Fine Arts
 ITIL Foundations 3.0 Certification – Final exam tbd
Applications:
 Adobe FrameMaker
 Adobe Captivate 8.x
 Browsers: IE11, Chrome45x, Firefox38.2
 CA Clarity
 HP OpenView Asset Center/Asset Manager
 HP OpenView Service Manager 9.2
 HP OpenView ServiceCenter
 HP Quality Center
 Numerous proprietary software packages
 iDrive LMS
 OpenAir
 KnowledgePlanet LMS
 LotusNotes/Quickr
 MS Office: 365, 10, 7, 2003, 2000; MAC - 11
 Paint Shop Pro 8, 7, 6
 Sharepoint
 Visio
Hardware / Operating Systems / Networking:
 WIN: 8, 7, XP, NT, 2K
 Apple MAC OS X Mavericks
 UNIX (multiple platform), XENIX
Databases and Languages:
 Oracle, SQL SVR  SQL Queries
 XML scripts  B-trieve Paradox SQL+
 Peregrine P4/RAD language – AQL/SQL expressions
and functions, forms design
 JavaScript 6 (current self-study)
 Misc. 4GL proprietary databases
 BASIC Scripts/Functions/Queries
 HTML5 (current self-study)
Other Experience
 Experience with reservation, document imaging, finance, and presentation graphics software
 Published author of children’s educational books and patented associated toys
 Published financial journalist
 Actress
 Series 7/63 Registered Representative licenses
 California State Licensed Mixologist
 Secretary of Del Mar Villas Townhome HOA Board of Directors, 2008-2010, Del Mar, CA
 Reporter/Journalist and press liaison for project to save the Interstate 5 environmental corridor (P.L.A.G.U.E.
activist group) in San Diego county