Program Manager and Technical Support Specialist

MARIA CASTRO

Kissimmee, 407-***-****

SUMMARY Resourceful Program Manager with experience overseeing after-school programs for over 100 students weekly, managing staff, and optimizing operations. Proven ability to implement digital workflows for attendance and reporting, enhance customer service, and resolve complex issues in both English and Spanish. Possesses CompTIA A+ certification and expertise in technical support, system setup, and conflict resolution. Eager to leverage operational and technical skills to drive success at your organization. WORK EXPERIENCE

Program Manager

Right At School

Kissimmee

Oversee daily operations for an after-school program serving over 100 students weekly, directing staff recruitment, training, and scheduling to optimize program delivery.

Instituted standardized digital workflows by implementing electronic attendance and incident-reporting systems through Google Workspace and internal data platforms.

Provide executive-level customer service, adeptly resolving complex parent inquiries and conflicts in both English and Spanish to ensure sustained engagement and satisfaction.

Lead Teacher

Kiddie Academy

01/2025 – 10/2025

Initiated the implementation of digital lesson planning and behavior tracking tools, leveraging Google Sheets and specialized classroom management applications.

Served as the primary liaison for classroom technology, performing device setup, basic hardware/software troubleshooting, and conducting staff training on digital tools.

Facilitated consistent cross-functional communication with families, utilizing bilingual proficiencies to manage care schedules, guide digital tool onboarding, and address inquiries.

Teacher Assistant

Treasure Kids Academy

Assisted in classroom management and administrative technology deployment, guaranteeing the operational readiness of devices and digital learning resources.

Partnered closely with lead teachers to meticulously document student progress metrics and execute tailored learning modifications. Offered bilingual communication support to families in English and Spanish, effectively bridging communication gaps and ensuring professional service delivery.

Customer Service & Operations

Universal Studios

Provided superior customer service within a high-volume, dynamic entertainment setting, adeptly managing POS systems and executing transactions efficiently.

Rendered immediate frontline technical support for minor device malfunctions, thereby minimizing operational interruptions and maintaining service continuity.

Employed bilingual abilities to fluently assist and resolve service concerns for Spanish-speaking patrons.

EDUCATION

Bachelor of Science, Computer Engineering

SKILLS CompTIA A+ MS Office

Google Workspace Technical Support: Hardware &

Device Troubleshooting

System Setup Guest Support

Conflict Resolution Team Collaboration

LANGUAGES English (Fluent) Spanish (Fluent)

CompTIA A+ Certification

First Aid Certified

CPR Certified

CERTIFICATES

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