CHAD PARKS
Houston,TX
Summary
IT Manager and Service Delivery leader with 20+ years supporting mission-critical IT operations for NASA Johnson Space Center and commercial programs. Proven experience leading 25-70+ person teams, managing $2M+ budgets, and improving service delivery, customer satisfaction, and contract performance. Known for stabilizing complex environments, eliminating service weaknesses, and aligning IT services with business and mission objectives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
IT Supervisor
MORI Associates (EMITS Contract, NASA - JSC)
Houston, TX
11.2023 - 09.2024
- Led IT and Information Management Services supporting NASA operations, overseeing 25+ employees across IT Services, Project Management, Applications & Platform Services, Engineering, Governance, and Integration.
- Directed daily IT service delivery operations in a regulated, mission-critical environment.
- Managed a $2M operational budget, aligning staffing, tools, and priorities with contract objectives.
- Coordinated service delivery across geographically dispersed teams nationwide.
- Recruited, hired, and onboarded 5+ employees to strengthen operational capacity.
- Approved and managed 60+ employee timesheets monthly, ensuring labor accuracy and compliance.
- Led ITIL-aligned process improvements to standardize service delivery and accountability.
- Served as primary liaison to customers, vendors, and stakeholders.
- Oversaw procurement and lifecycle planning for hardware and software assets.
Program Manager
GHG Corporation
Webster, TX
09.2022 - 09.2023
- Provided overall management and direction for TeamKeeper, a DCMA-compliant time and attendance solution.
- Directed cross-functional teams delivering web-based, mobile, and hardware clock solutions.
- Led successful rebrand from Clockwise to TeamKeeper and launched the updated product.
- Supported customers across government, municipalities, private sector, education, and public safety.
- Served as senior escalation point for enterprise customers, including the United States Air Force.
- Executed hiring decisions to improve program capability.
- Managed reporting, budgets, resources, and project delivery.
- Increased program revenue by more than $150K.
- TeamKeeper (Commercial Program)
IT Manager
MORI Associates (COMIT Contract, NASA - JSC)
Houston, TX
10.2019 - 09.2022
- Promoted to manage Application Services, Data Center Operations, and End-User Services supporting 60+ employees.
- Co-managed tactical implementation of process and product improvements.
- Served as interim Applications and Data Center Supervisor.
- Implemented service level monitoring, eliminating a long-standing contract weakness.
- Applied Lean Six Sigma principles to drive service improvements.
- Led COMIT telework initiative during the COVID-19 pandemic.
- Mentored and developed new supervisors.
- Executed reporting, budgeting, resource planning, and contract transitions with zero weaknesses.
IT Manager
MORI Associates (COMIT Contract, NASA - JSC)
Houston, TX
05.2016 - 09.2019
- Managed Information Management and End-User Services organization of 70+ employees.
- Provided full operational leadership across service delivery, budgeting, safety, and quality.
- Maintained contract financial performance within ±3% variance.
- Achieved zero contract weaknesses and multiple contract strengths.
- Led cross-functional process improvement initiatives.
- Exceeded required customer satisfaction performance metrics.
- Participated in corrective action investigation teams.
IT Supervisor
DB Consulting Group (ITAMS Contract, NASA - JSC)
Houston, TX
05.2011 - 04.2016
- Supervised Customer Service Desk, Engineering Drawing Control, and Electronic Forms teams totaling 25+ employees.
- Secured over $500K in funding for IT Service Management platform implementation.
- Introduced ITIL best practices for service desk operations.
- Improved service desk customer satisfaction ratings.
- Led replacement of call center platform to improve routing and reporting.
- Recognized as a JSC Innovator.
- Supported contract transitions and expanded work scope.
Education
Bachelor of Business Administration -
McNeese State University
Lake Charles, LA05-2003
Skills
- IT Service Management (ITIL)
- IT Service Delivery & Operations
- Incident Management
- Problem Management
- Change Management
- Service Desk & End-User Services
- SLA Management
- KPI Management
- Budgeting
- Financial Management
- Resource Planning
- Capacity Planning
- Vendor Management
- Contract Management
- Customer Experience
- Process Improvement
- Lean Six Sigma
- Team Leadership
- Staff Development
- Remote Team Management
- Distributed Team Management
- Government IT Programs
- Commercial IT Programs
- Compliance
- Audit Support
- IT Service Management (ITSM) Platforms
- Jira
- Microsoft Project
- Microsoft Visio
- Microsoft Office Suite
- SLA Reporting
- KPI Reporting
- Service Desk Operations
- End-User Support Operations
- Application Oversight
- Data Center Services Oversight
Certification
- ITIL v3 Foundation
- Lean Six Sigma Green Belt
- HDI IT Service Management
- National Management Association - Member
Awards
- JSC Innovator Award - NASA
- NASA Group Achievement Award
- ITAMS Excellence Award - DB Consulting Group
- GHG Appreciation Award
Timeline
IT Supervisor
MORI Associates (EMITS Contract, NASA - JSC)
11.2023 - 09.2024
Program Manager
GHG Corporation
09.2022 - 09.2023
IT Manager
MORI Associates (COMIT Contract, NASA - JSC)
10.2019 - 09.2022
IT Manager
MORI Associates (COMIT Contract, NASA - JSC)
05.2016 - 09.2019
IT Supervisor
DB Consulting Group (ITAMS Contract, NASA - JSC)
05.2011 - 04.2016
Bachelor of Business Administration -
McNeese State University