Ronalien Mae Quevedo

Troubleshooted printer, software, Office 365, Google Workspace, VPN, and network-related issues.
Managed inbound calls and provided technical support via phone, chat, and remote sessions.
Assisted users with MFA registration and authentication setup.
Performed onboarding and offboarding through Google Admin and Microsoft 365 Admin Center.
Reset passwords and unlocked user accounts using Active Directory, Microsoft 365 Admin Center, and Google
Admin.
Blocked and managed emails/domains through Microsoft Security tools.
Managed Datto EDR alerts, including blocking/unblocking websites and handling security incidents.
Utilized Datto RMM for remote monitoring, device management, and remote troubleshooting support.
Used IT Glue for documentation, credential management, and client information tracking.
Utilized ticketing tools such as Autotask, Freshservice, Zendesk, ConnectWise, and Jira for incident tracking and
resolution.
Used Acronis, Bitdefender, Asio Platform, and Hudu for endpoint management, documentation, and security
support.
Configured and supported Microsoft 365 applications and user access permissions.