Giovanni Tolson Email and Phone Number

• Created and performed test plans for Simply School, Simply Production TM , Simply Christmas, Hour Tracker, and ADAM• Managed test setup and execution, including scheduling and presentation of project issues• Performed and verified proper regression testing according to company procedures and practices • Tested and designed front end GUIs with customer to ensure project goals are met• Created website graphics, marketing material graphics, and company logo animations• Assembled hard disk repair software packages for client and company use• Managed client computer upgrades of operating systems and hardware, including migrating vital documents and databases• Configured, installed, and troubleshoot computer systems, terminals, and various peripheral equipment for clients• Developed requirements for Point-of-Sale systems and interfaces• Created a large variety of projects in Photoshop, ranging from web graphics, game assets, logo design, marketing materials, animations, and retouched photos

• Consulted home users and small businesses regarding IT and Cyber Security objectives, helping business meet their long term goals• Established security policies, analyzed IT infrastructure for Cyber Security faults, and applied remedies to IT/Cybersecurity issues• Created Cyber Security remediation plan for clients following any intrusion incidents• Conducted Cyber Security audit to verify business infrastructure is secure from threats• Performed OS migration, Windows XP thru Windows 11, MacOS 10.6 thru MacOS 15• Diagnosed and replaced or upgraded hardware, such as workstations, reprographics, mobile devices, servers, network hardware, etc.• Provided technical support for Cloud solutions, MS Office 365, MS OneDrive, Google Workspace, Apple iCloud• Technical support for mobile device integration, installation, troubleshooting, and testing to ensure cybersecurity compliance• Ensured proper backup and recovery solutions for critical business data, developed emergency recovery policies• Coordinated with MSP to perform troubleshooting and network repairs, to ensure that repairs are completed in a timely manner• Management of company wide network relocation and coordinated with company stakeholders to ensure a smooth process

● User account management and recovery with Active Directory● Virtual Machine management with VMWare, VSphere, Horizon View Administrator for Thin Clients● Remote Assistance provided with RDP, Remote Assistance, TeamViewer● Active Directory migration with ForensIT and Quest● Desktop and Mobile encryption with CheckPoint, Bitlocker, and FileVault● Mobile device management, troubleshooting, and security policy enforcement with AirWatch MDM and Casper● VPN set up and troubleshooting with Cisco AnyConnect and GlobalProtect● Virtual Machine migration from Windows 7 to Windows 10● Anti-Malware scans with Sophos, Malwarebytes, Cisco AMP, and Symantec Endpoint Protection● Desktop software troubleshooting for Windows 7 - 11, MacOS 10.9 - MacOS 12● MacOS and PC hardware troubleshooting and decommissioning● Data migration and recovery for NAS, TimeMachine, and manual recovery● Network stress testing and issue resolution including port access, DNS, TCP/IP, and whitelisting● Printer hardware and software troubleshooting and repair● Microsoft Office 2016 and 365 troubleshooting and support● Managed HelpDesk tickets via ServiceNow and KACE● Installed and supported VM software such as VMWare, VirtualBox, and Parallels● Performed inventory asset management with ServiceNow● Disk imaging and backup with Microsoft Deployment Tool● VIP support including desktop, mobile device, and migration

● Managed onsite technical support for over 100 end users, employing a refined customer service approach, ensuring a harmonious workplace● Troubleshot tablet and desktop computers, Chromebooks, and iPads, including disk imaging, network stress testing, software delivery, hardware failure, security certificates, and various software or hardware issues● Executed warranty repairs and trouble calls for emergency level issues● Used customer service skills to enable students to understand the policies and benefits of computing● Managed tablet computers via AirWatch asset management software● Used HelpDesk Ticketing software Zendesk, and BMC OnDemand to manage and track issues with end users● Supported Executive leadership from a customer service aspect to secure a productive foundation● Maintained and configured a variety of reprographic devices including brands such as Hewlett Packard, Brother, Epson, and Sharp● Supported official school software including ISIS and MSIS, Welligent, and SIS● Managed imaging and initialization of district computers via Macrium and Clonezilla software for Windows XP - 10● Guided faculty and staff to ensure proper file migration across newly purchased hardware

● Built the IT Department at Tribogenics, Inc. from the ground up, including IT and security policies, data retention, asset inventory, file server support, hardware deployment, and a VPN service for remote access, supporting over 70 users.● Troubleshoot tablet, desktop, and notebook computers, including disk imaging, network stress testing, software delivery, hardware failure, website security certificates, and various software and hardware issues● Created and maintained a custom purchase request system on JIRA for company use● Responsible for troubleshooting network issues and activity including QNAP NAS systems● Supported Executive leadership with customer service approach to ensure an effective business● Creating staging and deployment protocols, including imagining configuration via Macrium for Windows 7 - 11● Maintained and configured a variety of reprographic devices including brands such as Sharp, HP, and Brother● Created asset management system and ensured accuracy of asset database● Used HelpDesk Ticketing software JIRA to manage track issues with end users● Managed documentation for IT department, including the knowledgebase for the business● Managed company’s Cloud database, GitHub repositories, and Amazon Web Services● Executed malware and security software on company computers, including manual malware removal● Assembled, repaired, and deployed computer assets on site● Troubleshot phone systems including VOIP and teleconferencing devices

● Responsible for capturing video evidence to ensure accurate and understandable bug reports. Worked with developers to solve issues with video games and mobile phone software. Performed numerous proprietary hardware tests● Used DevTrack and JIRA/Confluence for software issue organization● Ensured games met localization, certification, and legal standards● Worked with developers to ensure products met with strict standards set forth by Disney, Apple, Google, Sony, Microsoft, and Nintendo