Customer Support Project Manager

Yoseline Peralta

Leesburg, VA 703-***-****

SUMMARY

Master’s degree in Information Technology with 3 years of experience in project management, customer support, or software implementation. Experienced in several industries managing implementation projects as well as handling data collection, training, implementation of new modules, and solving technical problems. In addition to technical skills and project management ability, possess fluency in both English and Spanish.

3 years of Experience in project management, customer support, or software implementation. Experienced in several industries managing implementation projects as well as handling data collection, training, implementation of new modules, and solving technical problems. In addition to technical skills and project management ability, possess fluency in both English and Spanish.

●CompTIA Certification

●Project Management

●Data Management

●Account Management

●Reporting

●Lead Generation

●Software Implementation

Requirements Gathering

PROFESSIONAL EXPERIENCE

Project Manager, July 2021 – September 2022

National Conference Center (NCC) - Leesburg, VA

This role handled various project work at the conference center which hosted groups from a wide variety of government agencies and private entities. The longest project was collecting incoming data files under the direction of the Department of Homeland Security, DHS, Immigration, a member of the Federal Bureau of Investigation FBI Project Team supporting the evacuation of refugees from Afghanistan as part of the Operation Allies Welcome program.

●Collected information from Afghan refugees (communicating through a translator) and entered it into Oracle’s Opera system, verifying identification and arrival data of each refugee, and verifying their identity based on case number and full name.

●Collaborated closely with the Department of the International Rescue Committee (IRC) and the International Organization for Migration (IOM), sharing data to verify the status of each case.

●Throughout the duration of the refugees' stay at NCC, the team handled 500-600 people arriving each week, resolving issues as they arose by coordinating with various government agencies as well NCC departments supporting their stay at the facility.

Project Manager, January 2020 - April 2021

E2 Outlook LLC - Washington D.C.

Project Manager leading the implementation of Samson software, a construction management system, at small to medium construction firms.

●Collected user requirements and created technical documents for the rewrite of a security and daily operations interface.

●Led discussions with clients about special project requirements and reports.

●Managed special projects and worked with the development team to find technical solutions, ensure deadlines were met, and that a quality product was delivered to the end user.

●Performed functional testing to ensure efficiency, accuracy, and compliance with user requirements.

●Conducted weekly meetings with foremen and provided technical support in Spanish on projects as well as providing technical support on launch days, handling issues for the foremen and opening support tickets to escalate when necessary.

●Trained groups of up to 40 foremen and project managers on the new software updates for the Samson software.

Project Manager, March 2019 - December 2019

E2 Outlook LLC – Herndon, VA

Manager for the implementation of Iglesia Tech, software for churches that manages websites, mobile apps, church databases, and graphic designs.

●Made cold calls, established relationships with church pastors, and gathered requirements for their church’s implementation of Iglesia software.

●Partnered closely with offshore programmers to build and test demo software to show the clients.

●Managed the software implementations for each client, driving to ensure they launched on time, every time.

●Provided technical training for used for web pages, graphic design, and mobile applications of the church software.

●Created a sales strategy plan to sell the software using the Vonage app, then trained a group of women from Latin American countries, including Colombia, Ecuador, and Argentina, to leverage it.

●Leveraged Capsule, a CRM, to manage leads, customers, and other contacts.

EDUCATION

Master’s Degree in Management Systems Information Technology – September 2022

University Of North America - Fairfax, VA

Bachelor’s Degree - December 2018

Gastronomy Major

University for Development and Innovation (UDI), Santa Cruz, Bolivia

Languages

Native Spanish speaker, fluent in English.

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