Information Technology Operations Manager/Supervisor Program Manager

CHAD PARKS Dickinson, TX 281-***-**** **********@*****.***

With 20 years’ experience supporting the National Aeronautics and Space Administration (NASA) at the Johnson Space Center in Houston, Texas, Chad is a technically adept IT professional known for his strong leadership and management skills. He excels in challenging environments and taking ownership of projects, ensuring a high standard of quality in all deliverables.

As a people-focused leader, Chad maintains a professional demeanor and possess a refined ability to communicate effectively across all levels of the organization. His customer service orientation is complemented by expertise in business process development and improvement. He has a broad range of technical and business management skills, and he can adapt easily to change, continually expanding his knowledge to align with future goals. EXPERIENCE

SUPERVISOR

MORI Associates Houston, TX

NOVEMBER 2023 – SEPTEMBER 2024

Provided direction and supervision in support of the Information Technology (IT) and Information Management Services organization consisting of 25+ employees, within the NASA Enterprise Multimedia and Integrated Technical Services

(eMITS) contract.

• Responsible for managing several different disciplines of work including IT Services, Project Management, Strategy and Business, Applications and Platform Services, Document Repositories, Engineering, Improvement and Integration, Communications, and Governance and Policy.

• Provided budget ($2 million), resource, and project planning.

• Responsible for process and product improvements in relation to Marshall Space Flight Center (MSFC) IT Services and management of employees remotely dispersed across the United States.

• Vetted, interviewed, and hired 5+ successful new employees on contract since November 2023.

• Coordinated with other departments and stakeholders to understand their IT/Business needs and deliver appropriate solutions.

• Offered and provided training and development opportunities for all team members.

• Managed relationships with customers, vendors, and service providers. PROGRAM MANAGER

GHG Corporation Houston, TX

SEPTEMBER 2022 – SEPTEMBER 2023

Provided overall management, oversight, and leadership for GHG Corporation’s commercial based, Defense Contract Management Agency (DCMA) compliant, time clock management solution called TeamKeeper. This included management over the following divisions: Sales and Marketing, Software Development, Quality Assurance, Implementation, and Customer Support.

• Provided technical requirements and guidance to the software development team for new features, enhancements, modifications, and bug remediation for the web-based, mobile, and hardware clock solutions.

• Successfully rebranded the software from its previous name (Clockwise) to TeamKeeper and launch the revised product to our customers consisting of government entities and municipalities, private businesses, non-profit organizations, police and fire departments, and school districts.

• Worked closely with various customers from a multitude of different industries to ensure high product satisfaction and issue resolution, including the United States Air Force.

• Enhanced the program by conducting and executing hiring decisions on several personnel to improve capabilities.

• Executed reporting, budget, resource, and project management. MANAGER

MORI Associates Houston, TX

OCTOBER 2019 – SEPTEMBER 2022

Initially promoted to co-manage and provide overall direction in relation to the tactical implementation of process/product improvements for the Application and Data Center services organization of the NASA Communications, Outreach, Multimedia and Information Technology (COMIT) contract. Promoted to Manager of Data Center and End User Services organizational restructure after proven success; 60+ employees.

MANAGER

MORI Associates Houston, TX

MAY 2016 – SEPTEMBER 2019

Provided management of the Information Management and End User Services organization within the NASA

Communications, Outreach, Multimedia and Information Technology (COMIT) contract consisting of 70+ employees directly contributing to the overall success of the company and contract.

SUPERVISOR

DB Consulting Group Houston, TX

MAY 2011 – APRIL 2016

Provided direction and supervision in support of the Customer Service Desk, Engineering Drawing Control Center and Electronic Forms departments, consisting of 25+ employees, within the NASA Information Technology and Multimedia Services (ITAMS) contract.

• Secured over $500K of funding for the implementation of an Information Technology Service Management (ITSM) platform for the customer and implemented ITIL Best Practices to the organization.

• Participated in special projects and successfully contributed to the implementation of personal internet access to astronauts on the International Space Station.

• Provided budget, resources, and project planning.

• Responsible of process and product improvements in relation to end user customer service.

• Featured in Johnson Space Center’s newsletter as a JSC Innovator.

• Consistently exceeded Service Desk customer satisfaction ratings.

• Ensured success of additional work content to the contract in relation to changes in NASA contract transitions.

• Lead the effort to improve and replace customer call center platform to advance metric reporting, routing, and end user experience.

EDUCATION

BACHELOR’S DEGREE – BUSINESS ADMINISTRATION

McNeese State University

1999 - 2003

PROFESSIONAL DEVELOPMENT ACCOLADES

• National Management Association Member

• ITIL v3 Foundation Certification

• Lean Six Sigma Green Belt

• HDI IT Services Management

• Haynes & Boone Employment Law

• JSC Innovator - NASA

• ITAMS Excellence Award – DB Consulting Group

• JSC Group Achievement Award – NASA

• GHG Appreciation Award - GHG

SKILLS

• Information Technology Service Management

• Project Management, Coordination, & Implementation

• Customer Relations, Retention, & Success

• Budgeting & Planning

• Government & Private Contract Management

• Business Development, RFP, RFI, Proposals

• Business & Technical Process Improvement

• Presentations, Presenting, & Reporting

• Change Management

• Problem Solving

• Talent Acquisition & Hiring

• Communication (Interpersonal, Technical, Strategic, Translational Leadership)

• Resource Management

• Team Leadership

• Cross-Team Integration

• Sales and Marketing

• Virtual and Remote Management

• Lean-Six Sigma Principles

• Innovation & Problem Solving

• Ethical & Accountable

• Conflict Resolution

• Mentorship

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