Chris Blanchard
Takoma Park,MD
Summary
Mr. Chris Blanchard is a result-oriented professional with over twenty-five years’ experience at large Federal Agencies in supervisory, writing, research, and IT customer service oversight experience. Chris has strong strategic thinking and astute relationship management skills and has worked in a variety of roles in government contracting, including speech writing, reporting to Congress, developing presentations and Web content. Over ten years of demonstrated experience implementing and tracking the performance of services and processes that incorporated the tenants of human-centered design.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Program Management Support
Soter Group
06.2024 - Current
- Company Overview: U.S. Department of Homeland Security (DHS)/CISA
- Provide management support to DHS Cybersecurity and Infrastructure Security Agency (CISA) CyberSentry Program.
- Work directly with engagement team to gather partner feedback and program action items.
- Research potential partners and provide guidance to junior staff.
- Write and developed SOPs for knowledge management, partner engagement and serve as back up SharePoint Administrator.
- Developed Power Bi dashboards to show CyberSentry program milestones, risk management and asset management.
- Managed scheduling and notes for Quarterly Review meetings with CyberSentry partners.
- Consolidated program partner feedback and developed tracker for use by engagement team and front office.
- Reconciled program asset information between Idaho National Laboratory and DHS information in SAMs database.
- Write open-source background papers on potential partners.
- U.S. Department of Homeland Security (DHS)/CISA
Customer Engagement Manager
ICF
03.2022 - 03.2024
- Company Overview: U.S. Department of Homeland Security (DHS)/CISA
- Provide management support to DHS Cybersecurity and Infrastructure Security Agency (CISA) Joint Cyber Defense Collaborative (JCDC).
- Teams proactively gather, analyzes, and shares actionable cyber risk information to enable synchronized, holistic cybersecurity planning, cyber defense, and response.
- Gather feedback on our products, workshops, and webinars to work towards continual service improvement.
- Coordinate outreach to nearly three thousand global members of the Industrial Control Systems Joint Working Group (ISSJWG).
- Responsible for keeping members up to date on DHS/CISA product development, emerging threats, and best practices.
- Developed after action review program for JCDC events and operational lessons learned.
- Develop communications for customer notifications on DHS CISA tools and alerts.
- Currently developing customer experience tools for wider engagement with DHS/CISA partnerships, including customer experience mapping for stakeholders.
- Maintained and analyzed event planning, scheduling, budget, and management data.
- U.S. Department of Homeland Security (DHS)/CISA
Customer Engagement Manager
DVS
11.2020 - 12.2021
- Company Overview: U.S. Department of State
- Provided management support to the U.S. Department of State (DOS) as the IRM Department Customer Engagement Manager.
- Assigned to oversee outreach to customer community via direct contact and gather lessons learned to be applied to continual service improvement initiatives.
- Interface with process/service owners/managers that are responsible for delivery of those services in IRM.
- Engage with customers and stakeholders to ensure services are delivered to meet customer and business requirements.
- Develop and implement programs to ensure that systems, network, and data users are aware of, understand, and adhere to technology management policies and procedures.
- Perform program management activities, projects, and analytical studies for supporting efficient use of resources.
- Researched and analyzed program trends, identified issues, and recommended solutions.
- Led customer engagement for desktop and laptop refresh initiatives and found areas of concern that could be ameliorated for thousands of customers.
- Developed knowledge articles for Tier 1 service reps and customer facing articles.
- U.S. Department of State
Project Manager
eGlobalTech
04.2020 - 11.2020
- Company Overview: DHS/OCIO/ITSO/PMO
- Provides management support to the Department of Homeland Security (DHS) OneNet Program Management (PMO), assigned to oversee routine and time-critical changes and upgrades to the DHS Wide Area Network (WAN).
- Provide technical project management for network migrations for DHS’s components, managing over 20 network changes per month.
- Facilitates and coordinates with government and contractor personnel across 3 Program areas: PMO, Tier 3 Engineers, and Tier 1 & 2 Engineers assigned to the Network Operations Center (NOC) to provide end-to-end solutions.
- Prepare technical documentation for executive committees and external stakeholders (end user community) and consolidate multiple source documents into single reports and user guides.
- Work with Service Now in developing dashboard reports and SLA metrics.
- DHS/OCIO/ITSO/PMO
Project Manager
eGlobalTech
01.2019 - 04.2020
- Company Overview: DHS/OCIO/ITSO/HSD
- The DHS IT/NOVA team manager engages customers to determine requirements as well as gauging customer satisfaction via surveys or component level meetings.
- Developed Customer Satisfaction Surveys and SharePoint oversight system to engage over 50,000 end users.
- Demonstrated experience implementing and tracking the performance of services and processes that incorporated the tenants of human-centered design.
- Prepare technical documentation for executive committees and external stakeholders (end user community) and consolidate multiple source documents into single reports and user guides.
- Evaluate policy interests, concerns, and processes associated with mission, goals, and objectives to formulate advice and counsel top level management's engagement with DHS end user community.
- Developed technical presentations on Office 365 and SharePoint to stakeholders and groups inside and outside of DHS.
- Trained staff in the function of Project Management Reporting cycle. Includes messaging, meeting management and liaison with vendors.
- Represent DHS at weekly, monthly, and annual meetings with vendors and working groups.
- DHS/OCIO/ITSO/HSD
Business Case Analyst
eGlobalTech
05.2016 - 12.2018
- Company Overview: DHS
- The DHS IT/NOVA Business Case Analyst works to see that all service level agreements (SLAs) for information technology services across the DHS Components under the IT NOVA service contract organization are delivered according to specifications.
- Led the coordination of responses to customer requests that spanned multiple projects and areas helping save money and time for the IT Service Desk and the end user community.
- Liaised with OCIO Office with suggested changes for DHS ITSM, thereby helping the Agency save thousands of work hours and increase productivity.
- Identified and helped bring closure to hundreds of long pending service requests that impacted DHS operational capability - including software, equipment, and service issues.
- Maintained historical DHS program documentation and developed summary documents/briefings and training material.
- DHS
Communications/Writer
Creative Computing Solutions, Inc.
05.2008 - 06.2016
- Company Overview: DHS
- Provided critical communication for Information Technology (IT) support to the Department's efforts for meeting the President's government-wide IT enhancement initiatives.
- Refined and improved existing documentation system, resulting in reduced labor costs totaling thousands of dollars annually via increased workplace efficiency.
- Developed database system, which tracked IT engineering changes and ensured that hardware and software changes were accurately reflected in updates to end users.
- Developed training system for IT Change Management training - allowed instructors to reduce the time required to update students, saving hundreds of labor hours.
- DHS
Communications Specialist
Mitchell Group
08.2000 - 05.2008
- Company Overview: USAID
- Managed the collection of data and formulation of results from overseas partners to write USAIDs annual report to Congress, including editing and rewriting annual report submissions from various teams covering a wide of sectors and topics – (telecommunications, health, education, agriculture).
- Managed staff of 6 in absence of site manager.
- Drafted talking points, briefing memos, and responses to Congressional and other external stakeholders that clearly conveyed USAID/AFR/SD’s policy priorities and programs for a variety of audiences.
- Prepared memoranda, comprehensive reviews, briefings, proposed legislation, policy studies, and special reports to inform policy, and lead and direct program reviews.
- Managed planning, outreach, and logistics for meetings and events.
- Managed writing of Interagency Agreements (program partnerships between USAID and other USG agencies).
- Evaluated program effectiveness as evidenced by improvement or deterioration in the political, economic, or social conditions in the Africa region.
- Supported the development of annual reports to Congress in coordination with other USG counterparts and communicated policy interests in dealing with specific Foreign Assistance program proposals.
- Coordinated with USAID and other auditing groups to develop and maintain related oversight plans of USG activities focused on the Africa Bureau and advocated adjustments in program funding.
- Planned and developed agenda modules and facilitated inter- and intra-agency meetings and working group sessions in consultation with USAID staff.
- Knowledge of U.S. foreign affairs information sources, processes, and organizations.
- Demonstrated ability to advise on current U.S. foreign policy objectives and programs.
- Ability to liaise with others and skilled in consensus-building.
- USAID
Education
Master of Arts - International Relations with concentration in Western European politics and societies
The American University School of International Service
Washington, DC05.1990
DIPLOME - French Studies
University Aix-Marseille, Institute for Foreign Students
Aix-en-Provence05.1988
Bachelor of Arts - International Studies; Minor in European Studies
Miami University
Oxford, Ohio05.1987
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Flexible and adaptable
- Dependable and responsible
- Excellent communication
- Critical thinking
- Computer skills
- Problem resolution
- Verbal communication
Security Clearance
Active Secret Level Security Clearance
Certification
- Toastmaster’s International, Spring 2007
- IT Infrastructure Library (ITIL) V.4 Foundation Certificate in IT Service Management, 2021
Activities
- Conservation Montgomery
- Member National Trust for Historic Preservation
- Writer/contributor Atlas Obscura
- Army Historical Society - Conference / Presentation Support
Languages
French
Professional Working
Timeline
Program Management Support
Soter Group
06.2024 - Current
Customer Engagement Manager
ICF
03.2022 - 03.2024
Customer Engagement Manager
DVS
11.2020 - 12.2021
Project Manager
eGlobalTech
04.2020 - 11.2020
Project Manager
eGlobalTech
01.2019 - 04.2020
Business Case Analyst
eGlobalTech
05.2016 - 12.2018
Communications/Writer
Creative Computing Solutions, Inc.
05.2008 - 06.2016
Communications Specialist
Mitchell Group
08.2000 - 05.2008
Master of Arts - International Relations with concentration in Western European politics and societies
The American University School of International Service
DIPLOME - French Studies
University Aix-Marseille, Institute for Foreign Students
Bachelor of Arts - International Studies; Minor in European Studies
Miami University
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