Tonia D. Brower

• Monitored global network infrastructure via NOC dashboards and alerting tools, ensuring high availability and rapid outage detection.
• Troubleshot and resolved network incidents, including routing, switching, VPN, and service disruptions, escalating as necessary.
• Managed incoming ITSM tickets, documenting diagnostics, resolutions, and follow-up actions for accurate operational records.
• Assisted with maintenance tasks such as device reboots, port checks, and firmware updates across network devices.
• Collaborated with cross-functional IT teams to coordinate incident response, minimizing service impact effectively.
• Supported internal users by providing clear communication, timely status updates, and technical troubleshooting guidance.
• Utilized network monitoring platforms to track metrics like latency and uptime, generating reports for leadership reviews.
• Participated in 24/7 operations through shift coverage and on-call rotations to maintain uninterrupted service.

Coordinated major incident response at Delta’s Airline 24/7 Technology Control Center.

Monitored system alerts and operational dashboards to identify disruptions promptly.

Facilitated technical bridge calls, aligning support teams to execute remediation tasks effectively.

Provided real-time incident updates to leadership and stakeholders for situational awareness.

Documented incident details in ITSM tools, including impact and resolution actions.

Analyzed incoming change requests for operational risk, communicating updates to prevent service impacts.

Updated shift briefings and operational logs to ensure continuity between shift teams.

Validated service recovery post-incident, confirming systems met performance requirements.

• Managed incident response processes to ensure timely resolution of service disruptions.

• Delivered frontline technical support via phone, email, chat, and ticketing systems, resolving software, hardware, and networking issues.
• Performed initial triage for incidents, diagnosing root causes and applying troubleshooting steps.
• Resolved system access, password, Microsoft 365, VPN, connectivity, and workstation performance issues.
• Logged all interactions in ServiceNow/Jira to ensure detailed documentation for tracking and escalation.
• Escalated complex issues to Tier 2/3 teams with clear diagnostics and user impact details.
• Guided non-technical users through resolutions with clarity and customer-focused communication.
• Assisted onboarding by setting up accounts, configuring devices, and validating system access.
• Maintained knowledge base accuracy by updating articles and documenting repeat issues.