Program Manager
Resume:
JACK KATAWOOT INTHARAT
Springfield, VA *****
571-***-**** ******@*****.*** LinkedIn
PROGRAM MANAGEMENT SUMMARY
Program Manager with 10+ years of leadership experience across IT service desk operations, program management, and quality assurance. Over 5 years managing 24x7x365 IT Service Desk operations with 60+ staff across multi-site locations, including Pennsylvania, Georgia, Louisiana, Virginia, Maryland, Washington, DC, and other distributed sites. Proven record of serving as the Contractor’s primary point of contact with CORs and senior Government officials, ensuring seamless communication, compliance, and mission alignment. Skilled in contract transition leadership, SLA management, incident escalation, and staff retention strategies. PMP and ITIL certified with a strong record of leading mission-critical Federal IT programs.
Experienced in developing business unit program requirements, performance measurement frameworks, and continuous improvement initiatives aligned with organizational KPIs and strategic goals.
PROFESSIONAL EXPERIENCE
Deputy Program Manager
Contractor – OPM, via 22nd Century Technologies Washington, DC Oct 2022 – May 2025
Contractor – OPM, via Business Operational Concepts Washington, DC Nov 2020 – Oct 2022
Oversaw enterprise-scale 24x7x365 IT Service Desk operations with 60+ staff across multiple sites. Partnered with the Program Manager, COR, and senior federal leadership to manage contract transitions, SLA compliance, incident response, performance reporting, and staff retention strategies.
Key Achievements
Directed 24x7x365 IT Service Desk operations across Tier I–III, Access, Asset, Training, and Knowledge Management functions.
Served as the primary point of contact with the COR and senior Government officials, ensuring contract compliance, performance alignment, and executive-level communication.
Led OPM contract transition phases, coordinating onboarding of 60+ staff, securing LOIs, and submitting BI packages within 5 days. Developed Transition Plans, Staffing Plans, Training SOPs, QCP, and Service Catalogs, ensuring seamless operational continuity.
Conducted PMRs, producing SLA dashboards using Power BI, Tableau, Excel, and SharePoint; ensured accuracy and initiated corrective actions when necessary.
Responded to major incidents, VIP tickets, and surge events; issued proactive communications to reduce Service Desk volume.
Developed and implemented retention and recognition programs that reduced turnover and increased engagement.
Responsibilities
Collaborated with the Program Manager in contract execution, risk management, and engagement with COR and senior federal leadership.
Maintained continuous 24x7 supervisory coverage across all sites and managed IT asset lifecycle and BMC Remedy administration.
Monitored customer satisfaction, analyzed feedback, and implemented service improvements using ITIL/HDI best practices.
Supervised Access Management and Remedy administrators to safeguard data and ensure SLA compliance.
Partnered with Technical Writer and Trainer to maintain current, accurate, and 508-compliant documentation.
Collaborated with business partners to identify and implement workflow enhancements and business solutions aligned with program goals and KPIs.
System Integration Analyst
Contractor – DOE, via SAIC Washington, DC Jan 2020 – Nov 2020
Led and trained a 10-member team supporting DOE IT initiatives, including Windows 10 enterprise migration. Directed advanced support, incident management, and coordination while mentoring staff on mobile device management and software deployment.
Delivered Windows 10 enterprise migration project support and coordination.
Provided Tier II troubleshooting for Microsoft OS, Active Directory, VPN, Citrix, VDI, and Office 365.
Managed ServiceNow incidents and escalations, and configured devices using BlackBerry UEM.
Supported software deployment and updates using SCCM.
IT Support Specialist II
Contractor – OPM, via Business Operational Concepts Washington, DC Oct 2016 – Jan 2020
Delivered advanced troubleshooting for escalated technical issues, improving first contact resolution (FCR) and SLA compliance.
Supported enterprise deployments (Microsoft 365, Citrix VDI, SCCM rollouts).
Partnered with Networking, Security, and Engineering teams for complex issue resolution.
Managed Remedy BMC incidents, AD account management, patching, imaging, and MDM (Intune, MaaS360).
IT Support Specialist I
Contractor – OPM, via Real Computer Solutions Washington, DC Jun 2016 – Oct 2016
First point of contact for IT incidents, meeting SLA closure targets and reducing escalations.
Logged and triaged calls, chats, and tickets via Remedy BMC; escalated as necessary.
Freelance IT Specialist
Jet Contracting Springfield, VA Jun 2010 – Jun 2016
Supported small business IT operations, troubleshooting, and asset management.
Implemented network upgrades and asset tracking systems that improved productivity.
Project Manager / Supervisor
Jet Contracting Springfield, VA Jan 2004 – Jun 2016
Managed construction and IT projects with 20 staff; delivered projects on time and within budget.
Oversaw contracts, budgets, permits, and vendor performance.
Strengthened client satisfaction through process improvements and quality control.
CERTIFICATIONS & TRAINING
PMP – Project Management Professional
ITIL v3 Foundation
HDI Desktop Support Manager (HDI-DSM)
Microsoft 365 Fundamentals (MS-900)
Kanban Training
BeyondTrust Remote Support Console v20
Certified Scrum Master (planned)
TECHNICAL SKILLS
Cloud & Security: Microsoft Azure, AWS, Intune, BlackBerry UEM, MaaS360, iboss, RSA, Entrust
OS & Platforms: Windows 10/11, Linux/Unix, Citrix, VDI, SaaS
Applications: Microsoft 365 Suite, SharePoint, Teams, Visio, Adobe, Zoom
Ticketing Systems: BMC Remedy, ServiceNow
Networking: VPN setup & troubleshooting
Database & Scripting: SQL
EDUCATION
Associate’s Degree in Network System Administration – Cum Laude
DeVry University, Crystal City, VA 2010
SECURITY CLEARANCE
Active Public Trust
Previously held DOE Q Clearance; eligible to obtain clearances as needed
Contact this candidate