William Quilingan Email & Phone Number

Metro Manila, Philippines

Taguig, National Capital Region, Philippines

• End User Phone/Remote Support: Software and Hardware, specializing in Windows environments.• Microsoft 365 Administration: Expertise in Security, Compliance, Endpoint Manager, Identity (Azure AD), Exchange Online, SharePoint, and Teams.• Exchange Administration: Proficient in User Management, Account Disabling, Distribution List Management, Password Resets.• Google Workspace Administration: Comprehensive management of Google Workspace environments.• Azure Administration: Skilled in MFA Resets, File Recovery, and Azure AD management.• Active Directory Administration: Extensive experience in User Management, Account Disabling, Distribution List Management, Password Resets.• Windows Server: Proficient in Group Policy (GPO), DHCP, and DNS management.• Server Administration: Experienced with File Server and Printer Server management.• Microsoft and Duo MFA Setup: Implementation and management of Multi-Factor Authentication solutions.• Email Filter Administration: Proficient in Proofpoint, Barracuda, and O365 Defender for whitelist, blocklist, and content filtering.• Desktop/Printer Support: Remote support for desktops and printers.• VPN Administration: Expertise in SonicWall NetExtender, Fortinet, and Cisco AnyConnect VPN solutions.• Remote Desktop Support/Setup: Remote desktop solutions setup and support.• Basic PowerShell Scripting/Command: executing PowerShell scripts and commands.• Anti-Virus: Experienced with SentinelOne anti-virus management.• Ticketing System: Proficient in ConnectWise Manage for efficient ticket management.• RMM Tools: Skilled in ConnectWise Automate and Kaseya for Remote Monitoring and Management.• Documentation Tool: Proficient in IT Glue for creating and updating Knowledge Base articles.

Philippines

• Handle escalated issues via email from clients.• Escalate tickets within established standards to other support groups.• Process locked Active Directory accounts during off hours\holidays.• Handle Known Issues \ Outages by following the Outage Process• Accurately identify, prioritize and log the service requests within the established standards.• Assist in developing Tier 1’s technical skills.• Actively engage in the creation and updating of Knowledge Base articles, creation of quiz questions, and testing of tools• Provide technical end-user support via telephone, email, or web chat.• Provide restorative or maintenance actions to resolve end-user problems. • Respond to end-user problems based on standard procedures.• Correctly track incidents and calls, including but not limited to entering data into the database timely and accurately.