Diana Ulloa Email & Phone Number

New York, Ny, Us

New York, Ny, Us

New York, Ny, Us

***Contractor of Apex Systems for client: American Express***• Facilitate premium support for new hire executives by conducting onboarding sessions both in-person and virtually, ensuring a seamless transition into their roles.• Maintain a record of technical issues and service requests, responding promptly to helpdesk tickets and accurately tracking them through problem management software to ensure swift resolutions.• Keep end-users informed about the latest IT initiatives via multiple channels, including email (Outlook), Slack, and face-to-face interactions at the helpdesk site, effectively communicating complex technical information in an accessible manner.• Deliver prompt and effective deskside assistance, resolving technical issues on-site and providing guidance on IT best practices to optimize end-user experience.• Proficiently utilize ticketing systems such as ServiceNow, demonstrating strong technical aptitude and attention to detail.

Milwaukee, Wi, Us

• Provided White glove support to 25 Microsoft customers on a weekly basis with billing, licensing, domain, and Officeapplication support for their Microsoft Business, Enterprise, and Non-Profit accounts across the globe.• Conducted remote assistance via LogMeIn to walkthrough customers with familiarizing with their admin center totroubleshooting Office app on macOS and Windows environment.• Recreated issues in a test tenant and test server environment to determine the cause of issues that arise from the customer’s end.

New York, Ny, Us

• Maintained the Group Policy infrastructure based on the policies and guidelines set by MSKCC.• Support and coordinate with level 1, level 2, and Field Services with internal Helpdesk issues for 700+ Windows, ChromeOS, macOS, and mobile devices monthly.• Conducted remote assistance with software and hardware setup for end-users transitioning to telecommuting.• Performed cross-platform audits of Active Directory (AD) objects and user permissions.• Assisted with Citrix Workspace, Zoom, Webex, and PingID setup and troubleshooting.• Informing end-users about IT initiatives through email (Outlook), Microsoft Teams, documentation, and calls.• Experiences in using the following ticketing systems: ServiceNow and Remedy.• Trained end-users and Helpdesk of basic-to-advance use of Office 365 Applications (Outlook, Delve, Forms, One Drive, etc) and Cisco Apps (Cisco Jabber, Cisco Webex).

New York, Ny, Us

• Support and coordinate with level 1 and level 2 with internal Helpdesk issues for 500+ Apple Macintosh and PC users weekly.• Respond to, record, and track tickets through helpdesk/problem management software.• Troubleshoot and bolster current Audio Visual (AV) arrangement for video conferencing and events, involving Cisco software and BlueJeans.• Provision 5-7 PCs for each week (mostly Mac OS X machines) using JAMF Pro Imaging, as well as, desk setup.• Providing support for our G-suite list of utilizations (Gmail, Calendar, and Drive).• Troubleshooting user issues, for example, arrange network, PC boot circles, application use issues on macOS, Windows.• Creating content for and conveying new contract IT direction consistently.• Cross joint effort with News, Facilities, and HR on surfacing best practices and desires for group's IT needs.

• Personalize care for 18-20 clients based on the instruction left by the primary medical physician; tailoring the care to satisfy the social and health related needs of the clients between the ages of 27 to 93

Associate Of Science - Aab, Business Management Cyber Security Focus- Aab

Information Technology, Information Technology & Cyber Security

Communication Design

Advanced Regents High School Diploma, Humanities/Humanistic Studies