Kristopher Mcdowall Email & Phone Number

Remote

Remote

Hms Host - Bethesda, Md

Herndon, Va

· Performed as functional lead for team of ten employees.· Acted as interdepartmental liaison between the provisioning department and various other departments, including but not limited to, tech support, engineering, product, supply chain, and business operations.· Worked escalated issues and opportunities at request of management to get orders back on track.· Assisted management with onboarding of new hires by setting up internal and external access to various portals, systems, and applications. · Trained new hires according to best business practices. · Provided process feedback to management for the continued updating and changing of processes.· Compiled and distributed the daily past due billing report to management and team. · Monitored phone queue to ensure team compliance with assigned phone queue times.· Acted as company-wide portal administrator to set up access for various external carrier portals. · Processed all new, change, and disconnect orders for technologies such as DSL, Cable, T1, Ethernet, and Fiber Optic for end users. · Placed all new, change, and disconnect orders with various vendors. · Coordinated various aspects of circuit delivery between customer and LEC/CLEC. · Provided timely updates to customers.· Documented clear and concise notes related to milestones in the installation lifecycle. · Documented processes and procedures for order lifecycle management.· Expedited and escalated order issues as necessary to ensure timely delivery of services. · Answered inbound customer calls for queries regarding order status.· Assisted peers with ordering issues and training as needed. · Participated in projects and other duties as required by management. · Facilitated Ethernet High Capacity installation milestones.· Facilitated Ethernet High Capacity test and turn up activation calls.· Facilitated various weekly vendor escalation calls to resolve outstanding order issues.

Arlington, Va

· Receipt of new, updated, and cancelled site preparation work in support of nationwide SSA upgrade project.· Cost analysis of site surveys and quotes in support of site preparation work for SSA project.· Creation and distribution of reports for current SSA project status to Contracts, middle, and executive management team.· Provide project status on conference calls with middle and executive management.· Tracking of site preparation Modifications (Mods) through submission to both SSA and GSA.· Creation of purchase orders in iProcurement based on SSA/GSA approved Mods.· Distribution of purchase orders to contractors for implementation of work in support of SSA upgrade project.· Tracking of overall status of Mods throughout the modification process.

Falls Church

• Maintained approximately 10 MS Project schedules in support of DGS contract.• Entered, edited, and maintained Government orders via SharePoint.• Supported DGS contract for various task orders.• Used MS Project to track taskings for multiple sites and projects.• Tracked wide range of Government projects.• Worked with variety of internal and external customers to ensure seamless implementation of Government orders.• Coordinated site visits for field engineers.• Helped resolve equipment and logistical issues for dispatched field engineers.• Helped resolve engineering issues for dispatched field engineers.• Tracked and distributed information about awarded funding for wide range of Government projects.• Acted as main point of intake for and distribution of Government implementation requests and TSOs.• Provided weekly deployment report to Government.• Helped implement monthly reporting for completed and ongoing Government requests.• Provided monthly report of all incoming requirements.

Caci-Ashburn, Va

• Supported DGS contract for various task orders.• Coordinated all aspects of site visits for seamless implementation of Government requirements.• Coordinated with engineering support staff to ensure seamless implementation.• Created work requests for dispatching of field engineers.• Created and submitted VARs (visit authorization requests) to security POCs at various sites.• Entered, edited, and tracked equipment orders in warehouse management system.• Created staging requests for equipment orders.• Tracked delivery of equipment with carriers during shipping process.• Worked with field engineers during implementation to mitigate a variety of issues.• Received, reviewed and edited completion reports from field engineers.• Coordinated release of cryptographic equipment by COMSEC group.• Performed lead role for special video teleconference upgrade project.• Reviewed and edited engineering documentation for accuracy.

Herndon, Va

• Project managed all aspects of VoIP orders for seamless implementation.• Coordinated installation and billing of VoIP orders.• Coordinated ordering of DIDs for VoIP orders.• Coordinated and led DRM (design review meeting) for VoIP orders.• Tracked and changed VoIP orders in accordance with customer needs.• Coordinated with facilities engineers to ensure smooth transition of existing telephone services.• Ensured T1 was ordered and delivered by the LEC in a timely manner.• Coordinated completion of porting (LNP) of customer’s existing numbers.• Reviewed auto attendant design with customer.• Coordinated auto attendant setup with provisioning engineers.• Coordinated with customer and internal departments to ensure that all end user needs were satisfactorily met.

Herndon, Va

• Created, edited, and tracked interdepartmental processes.• Created reports in spreadsheet format using company data pulled from various internal systems.• Fulfilled managerial requests for analysis of company data.• Proactively reviewed, edited, and corrected interdepartmental company processes.• Fulfilled managerial requests for special projects as requested.• Traveled to and performed training of Bangalore, India call center employees in support of outsourcing initiative.

Manassas, Va / Herndon, Va

• Traveled to and trained Denver, CO provisioning contractors.• Created, edited, and reviewed training documentation in support of provisioning.• Acted as a SME within the provisioning department.• Provided technical support to both ISPs and end users.• Performed troubleshooting and testing on various circuits to isolate issues.• Coordinated, tracked, and completed orders under order ownership initiative.• Escalated issues to management when appropriate.• Performed cooperative testing and isolated technical issues with LEC technicians.• Provided PC configuration support for multiple Windows operating systems.• Routed incoming calls to appropriate departments.• Utilized various internal support systems and programs in support of end user satisfaction.• Provided tier one technical support for AT&T Worldnet end users.• Worked Covad.net level 2 trouble ticket escalations to closure.• Consistently had the highest volume of calls and lowest call handling time for 6 consecutive months.