Space Center Customer Service
Resume:
Kemah, Tx *****
BACHELOR’S DEGREE
Business Administration
McNeese State University
**** – 2003
C O N T A C T
With a 20-year career supporting NASA, Johnson Space Center I am a technically-savvy IT Professional with demonstrated leadership and management capabilities who thrives in an environment that challenges. Takes ownership of projects and ensures excellence in the work produced. People-centric leader who presents a professional image and possesses a refined ability to communicate effectively with all levels of the organizational structure. Customer service oriented and expertise in business process development and improvement. Competent in a broad range of technical and business management skills. Adaptive to change while consistently increasing knowledge to support future directions. P R O F E S S I O N A L P R O F I L E
E X P E R I E N C E
E D U C A T I O N
S K I L L S
Program/Project Management
Customer Relations
Budgeting & Planning
Government Contract Management
Business Development
Business & Technical Process
Improvement
Public Speaking
Resource Management
Team Leadership
Cross-Team Integration
Sales and Marketing
Virtual and Remote Management
ad9k3p@r.postjobfree.com
MANAGER
Parks
Chad
SUPERVISOR
MORI Associates November 2023 – September 2024 eMITS Contract, Johnson Space Center
Provided direction and supervision in support of the IT and Information Management Services organization consisting of 25+ employees, within the 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 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.
Responsible for the review and approval of 60+ employee timesheets across the contract.
Coordinated with other departments and stakeholders to understand their IT/Business needs and deliver appropriate solutions.
Assigned tasks and projects, ensuring they are completed on time and within budget.
Provide training and development opportunities for team members.
Managed relationships with customers, vendors, and service providers.
Oversee the procurement of hardware and software, and 1814 Oak Ridge Dr.
Kemah, Tx 77565
MANAGER
MORI Associates Oct 2019 – Sept 2022 COMIT Contract, Johnson Space Center 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 COMIT contract. Promoted to Manager of Data Center and End User Services organizational restructure after proven success; 60+ employees.
Ensured contract performance and service continuity by assuming the dual roles of interim Applications and Data Center Supervisor.
Implemented innovations such as Service Level Monitoring for IT Services provided by COMIT which contributed to the removal of a long-standing weakness on the contract.
Lead process improvement initiatives by utilizing Lean Six Sigma principles and contributed to highest contract evaluation score to date. Lead COMIT Telework project during the pandemic.
Mentored, trained, and directed new Supervisor personnel resulting in successful additions to the leadership team.
Executed reporting, budget, resource, project, and contract transition planning. Received zero contract weaknesses for area. C O N T A C T E X P E R I E N C E ( C o n t i n u e d ) T E C H N I C A L
S K I L L S
A C C O L A D E S
ad9k3p@r.postjobfree.com
MANAGER
Parks
Chad
Microsoft Office Suite
Visio
MS Project
Jira
Software Development Principles
Data Center Management Principles
IT Service Management
JSC Innovator
NASA
ITAMS Excellence Award
DB Consulting Group
JSC Group Achievement
Award
NASA
GHG Appreciation Award
GHG
PROGRAM MANAGER
GHG Corporation Sept 2022 – Sept 2023 TeamKeeper (Commercial Program) Provided overall management, oversight, and direction for GHG Corp’s commercial based, 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 software development team for new features, enhancements, modifications, and bug remediation for our web-based, mobile, and hardware clock solutions.
Successfully coordinated with all divisions to rebrand 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, TeamKeeper’s largest customer.
Enhanced the program by conducting and executing hiring decisions on several personnel to improve capabilities.
Executed reporting, budget, resource, and project management.
Increased program revenue by more than $150k through the sale of TeamKeeper and hardware clocks to new and current customers. 1814 Oak Ridge Dr.
Kemah, Tx 77565
SUPERVISOR
DB Consulting Group May 2011 - April 2016 ITAMS Contract, Johnson Space Center 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 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 organization.
Provided budget, resource, 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 effort to improve and replace customer call center platform to improve metric reporting, routing, and end user experience. C O N T A C T E X P E R I E N C E ( C o n t i n u e d ) P R O F E S S I O N A L
D E V E L O P M E N T
ad9k3p@r.postjobfree.com
MANAGER
Parks
Chad
National Management
Association Member
Mori Associates
2019
Lean Six Sigma Green Belt
DB Consulting Group
2013
ITIL v3 Foundation
Certification
InDyne
2011
HDI IT Service
Management
InDyne
2010
Haynes & Boone
Employment Law
InDyne
2010
TRUE LEADERS DON’T CREATE FOLLOWERS…
THEY CREATE MORE LEADERS.
MANAGER
MORI Associates May 2016 - Sept 2019 COMIT Contract, Johnson Space Center Provided management of the Information Management and End User Services organization within the NASA COMIT contract consisting of 70+ employees directly contributing to the overall success of the company and contract.
Executed complete management for organization which included the oversight of budgets, projects, safety, and service/product quality.
Performed additional duties in relation to improving processes on contract by Lead Correction Action Investigation Teams.
Directly contributed to company profits by receiving 0 contract weaknesses and number contract strengths from the government.
Lead many process, cross-functional, improvement activities on contract.
Maintained contract financial performance within 3 percent of variance overall for the organization.
Exceeded contract required performance metrics in customer satisfaction for all consecutive months.
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