Celeste Wall Email & Phone Number

Alameda, California, United States

- Intimate knowledge of ITSM tools (Service Now, Fresh Service) and best practices - Well-versed in Agile Methodology and the Scrum framework- Assisted in defining and implementing structured Incident and High Incident Management processes- Admin work with Microsoft Azure, Active Directory, and all O365 programs- Project management around the deployment of 750 thin client devices to retail stores and 20+ production printers to corporate end users- Contract consolidation and reduction of costs- Experience managing a 24/7 Global team of 20+ direct reports- Tier 1-3 Support for 7,000 Retail Store and Corporate End Users

- Effective management, development and training of a world class Service Desk team responsible for maintaining a 98% SLA- Streamlined service desk operations by implementing efficient incident management processes, reducing response times, and enhancing overall service delivery- Guided corporate and store-level end users in resolving desktop and store technologyissues- Fostered strong relationships between IT departments and all internal and external stakeholders- Technical writing and providing training materials that are accessible to users of various IT knowledge levels

Mountain View, California, United States

San Jose, California, United States

- Oversaw the overall operations of a high-volume pet specialty store, driving sales and delivering exceptional customer service- Utilized sales reports and financial data to analyze trends, identify areas for improvement, and develop action plans- Implemented marketing initiatives to drive customer traffic and increase brand awareness in the local community- Partnered with local adoption agencies to reinstate on-site adoption events resulting in an increase in foot traffic and revenue