Deb Krasner
WAN Analyst & Instructional Technologies Specialist
Chelsea,US
Summary
Experienced WAN Analyst & Instructional Technologies Specialist skilled in networking, technical support, and education and training. Ensures swift resolution of service issues and leverages user eduction opportunities. Adaptable to new and evolving technologies with demonstrated technical proficiency.
Overview
24
24
years of professional experience
Work History
Merit Support Center Analyst
University of Michigan
07.2011 - Current
- Company Overview: The Merit Support Center (MSC) provides 24/7 365-day first level post-sale support for all Member Organization services on Merit’s statewide fiber optic network for education and research.
- Review, prioritize, and triage trouble reports from Merit’s Wide Area Network.
- Work independently without specific oversight or direction.
- Communicate effectively with Team Members in person and via remote chat applications.
- Ticket service issues presented by monitoring, email, or phone call and provide concise updates regarding steps taken in resolution of the issue.
- Analyze general security threats.
- Troubleshoot WAN connectivity issues.
- Identify and resolve problems where possible, make appropriate escalations where no resolution is available.
- Multitask to facilitate resolving complex problems, handling several problems simultaneously.
- The Merit Support Center (MSC) provides 24/7 365-day first level post-sale support for all Member Organization services on Merit’s statewide fiber optic network for education and research.
- Special Projects
- LEARN [Lonestar Education and Research Network] Network Evaluation Lead Technical Writer
- Insurance Claims Ticketing Review
- Michigan Education Network Mapping
- Governing Member Monthly Report for Management
Student Staff Coordinator
University of Michigan
11.2001 - 07.2011
- Company Overview: The Housing Information Technology Office provided administrative staff IT support, student help desk resources, and a web presence for the Housing Community.
- Hired, managed, coached, and mentored 20 to 35 Student Staff per semester.
- Counseled problematic Student Staff performers for department Managers.
- Housing Staff technology on-boarding, training, and technology professional development.
- Student Staff Training Boot Camp training development and deployment.
- Developed and documented laptop FAQs for full-time employees.
- Created a competency-based performance model for Student Staff.
- The Housing Information Technology Office provided administrative staff IT support, student help desk resources, and a web presence for the Housing Community.
Education
Master of Science - Instructional Technology
New York Institute of Technology
New York, NY 05.2001 -
Bachelor of Arts - English Language And Literature
University of Michigan
Ann Arbor, MI 05.2001 -
Skills
Adtran
Cisco
Juniper
Microsoft OS
DNS
RADb
Windows Enterprise
Cisco IOS
JunOS
3-GIS user
Atlassian Confluence
multiple browsers
Cisco Webex
Google Applications
NetScout Security Monitoring
Oracle Thin Client
Networks
Training and mentoring
Skills Summary
Adtran, Cisco & Juniper, Microsoft OS and full application suite, DNS, RADb, Windows Enterprise, Cisco IOS, JunOS, 3-GIS user, Atlassian Confluence, multiple browsers, Cisco Webex, Google Applications, NetScout Security Monitoring, Oracle Thin Client, Slack, ticketing systems/technical CRM, terminal/CLI, virtual clients Zenoss, Zoom
Timeline
Merit Support Center Analyst
University of Michigan
07.2011 - Current
Student Staff Coordinator
University of Michigan
11.2001 - 07.2011
Master of Science - Instructional Technology
New York Institute of Technology
05.2001 -
Bachelor of Arts - English Language And Literature
University of Michigan
05.2001 -