CRYSTAL LAFOND
Snohomish,WA
Summary
Dedicated and goal-oriented with robust analytical and critical thinking abilities, seeking a full-time role. Exceptional communication, presentation, multitasking, and leadership skills are evident, with a keen eye for detail. Over a decade of experience in telecommunications technical and customer support roles, demonstrating the capability to pragmatically troubleshoot and resolve issues related to various telecommunication, Fiber, and DSL products for a diverse customer base.
Overview
11
11
years of professional experience
Work History
Network Inventory Facility Technician
Ziply Fiber (formerly Frontier Communications)
Everett, WA
10.2020 - 01.2024
- Successfully coordinated communication among various internal departments and external teams to ensure timely completion of both regulated and unregulated projects.
- Provided training to new hires on standard operating procedures, ensuring quality, accuracy, and consistency across departments.”
- Cooperated with software engineers to develop solutions for emerging technologies, including 10G, GFAST, GHN, and Multi-gig Data service.
- Worked in tandem with additional team members to create new procedures for managing inventory logs for recently introduced construction methods.
- Quickly and accurately developed comprehensive documentation to ensure accurate record keeping within existing systems.
- Interpreted subdivision plats, OSP Work Prints, As-Builds, and Maps from internal engineering teams and external agencies.
- Prepared reports in connection with rearrangements of outside plant Facilities for construction and central office technicians, which included components within numerous Fiber Management Systems
- Performed loop qualifications for Copper DSL and Special Circuit orders.
- Independently utilized technical knowledge, problem-solving skills, and established rules and precedents to make informed decisions.
Fiber Customer Support Analyst
Ziply Fiber (formerly Frontier Communications)
Everett, WA
10.2015 - 10.2020
- Swiftly identified and resolved order fallout between network provisioning and order control systems.
- Delivered Copper and Fiber Voice, Data, and Video provisioning support by leveraging network programming systems such as CMS (CALIX), AMS 5520 (Alcatel), AOE (Adtran), Putty, and TRIAD.
- Consistently maintained and updated records for Copper and Fiber cable pairs related to customer Line Card Assignments.
- Processed OLT and DSLAM Port re-associations for both Bonded and Non-Bonded DSL and Fiber customers.
- Performed Fiber Hub Consolidations for XGS Hub upgrades.
- Efficiently diagnosed, isolated, and resolved Voice, Video, and Data issues for internal customers.
- Supported TDM to VoIP LNP Ports, during switch Migrations.
- Aided in creating efficient tools and resources for time-saving and consistent operations in the Fiber Customer Support Analyst role.
- Quickly addressed and responded to escalation emails using Outlook and other MS Office applications.
- Maintained and exceeded monthly stats requirements for Calls, Chats, Service Orders, and Trouble Reports.
Residential Sales and Service Consultant
Frontier Communications
Everett, WA
10.2012 - 10.2015
- Achieved first call resolution by creating pleasant customer experiences, confidently answering all questions with accuracy.
- Provided IT support to new hires, including troubleshooting hardware and software issues.
- Handled on average 30+ customer calls daily, professionally and efficiently, while managing multiple accounts and issues.
- Negotiated and scheduled trouble repair appointments to ensure physical issue resolution.
- Researched various systems and databases to resolve complaints and answer inquiries.
- Consistently met or exceeded monthly sales goals by identifying upselling opportunities during customer interactions.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Served as key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of process.
Education
Associate of Arts - Paralegal Studies
Edmonds Community College
Edmonds06.2011
Certificate - Legal Research Training
Edmonds Community College
Edmonds, Washington2011
GED - General Education
Everett Community College
Everett, Washington2001
Skills
- Strong investigative, interviewing and research skills for rapid trouble isolation and resolution
- Proficient working in TDM, Meta and Broadsoft Switches
- Swift and flexible in acquiring new skills
- Fiber, IP Tech and Copper Technology knowledge and experience
- Experience in resolving issues related to TDM Voice, VoIP, Data and Video services
- Excellent oral and written communication skills
- Practical skills through job training with programs such as GUI, CRM, Microsoft Dynamics, Word, Excel, Power Point and more
- Maintain clear and timely communication with engineering and construction teams to meet project milestones
- Experienced in both on-site and remote work environments
Accomplishments
- Received several R.A.V.E. awards and nominations from peers.
- Consistently surpassed the monthly targets, expectations and quality standards.
- Accepted leadership roles
- Designated in-charge personal for both the Fiber Customer Support and the Network Inventory Facility Technician teams when the regular managers were absent.
- Documented and assisted in the resolution of numerous software issues which led to the company saving more than $704,000 annually in salary costs.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Network Inventory Facility Technician
Ziply Fiber (formerly Frontier Communications)
10.2020 - 01.2024
Fiber Customer Support Analyst
Ziply Fiber (formerly Frontier Communications)
10.2015 - 10.2020
Residential Sales and Service Consultant
Frontier Communications
10.2012 - 10.2015
Associate of Arts - Paralegal Studies
Edmonds Community College
Certificate - Legal Research Training
Edmonds Community College
GED - General Education
Everett Community College
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