Desktop Support Technical

W o o d i e P e r r y ******.*****@*****.***

**** * **** *** *** Ángeles, California 90018 310-***-****

SUMMARY

IT Desktop Support Specialist with over 8+ years of experience delivering white-glove, executive-level technical support in high-pressure environments across legal, entertainment, gaming, biotech, and corporate industries. Expertise in Windows 7–11, macOS, Active Directory, Azure AD, Office 365 Administration, SCCM, JAMF, and ServiceNow. Proven track record in domain migrations, hardware/software deployment, asset management, and VIP support with strong troubleshooting and communication skills.

CORE COMPETENCIES

OS & Device Support: Windows 7–11, macOS, iOS, Android, Dell, HP, Apple hardware

System Administration: Active Directory, Azure AD, O365 Admin, Exchange, MFA, SSO

Endpoint Management: SCCM, JAMF Pro, Intune, Absolute Manage, AirWatch MDM

Collaboration & Productivity Tools: Teams, Zoom, OneDrive, SharePoint, MS Office Suite

Web Based Services: iManage, Citrix, NetDocs, Onedrive

Networking & Security: VPN, DNS, DHCP, TCP/IP, Secure Printing, Cisco Call Manager

Service Management: ServiceNow, SNOW, Asset Management, Incident/Request Management

Project Support: Domain Migrations, PC Refresh, Printer Migrations, Office Moves, Vendor Relations

PROFESSIONAL EXPERIENCE

Service Desk Analyst – Womble Bond Dickinson (Formerly Lewis Roca Rothgerber Christie LLP)

Glendale, CA 07/2024 – 06/2025 (Laid-off)

Delivered white-glove IT support to firm partners, executives, and legal staff, ensuring minimal downtime.

Prepared and set up equipment for new hire onboarding, ensuring all devices and peripherals were fully functional. Provided hands-on support to address any technical issues and ensure a smooth transition into the workplace.

Imaged and configured devices for deployment using SCCM, ensuring consistent setup across endpoints.

Managed user accounts in Active Directory and Azure AD, and administered Microsoft Exchange mailboxes, including creation, permissions, and troubleshooting.

Provided end-user support for iManage document management system, assisting partners, associates, and attorneys with document retrieval, filing, version control, and workflow optimization in a fast-paced legal environment.

Provided VOIP support (Cisco Call Manager), configured OneDrive backup tools, and supported Dell PCs/laptops.

Maintained asset records through ServiceNow and performed proactive troubleshooting to prevent recurring issues.

Coordinated with external vendors including HVAC technicians, IT service providers, and office badge/security system vendors to ensure smooth operations, timely maintenance, and resolution of facility and technology-related issues.

Consultant (Contract) – Law Office Of Robert Fink Los Angeles, CA 03/2023 – 07/2024

Delivered hands-on desktop support to partners, attorneys, and support staff, resolving hardware, software, and connectivity issues with urgency and professionalism in a high-demand legal environment.

Designed and deployed the firm’s first Active Directory environment with DHCP/DNS servers for centralized management.

Set up and configured Dropbox accounts for new users, providing training and guidance on file sharing, folder permissions, and best practices for secure collaboration.

Performed PC refreshes, migrated local profiles and printers into the new domain, and improved network organization.

Provided training to end-users on new system access and collaborated with vendors for internet and software upgrades.

Desktop Support Analyst II (Contract) – L’Oréal North America El Segundo, CA 11/2022 – 03/2023

Provided technical support for PC and Mac hardware across corporate offices, retail, and distribution locations.

Managed AD group memberships, Exchange accounts, and implemented AirWatch MDM for secure mobile access.

Led secure printing project deployment, ensuring compliance with corporate security standards.

Desktop Support Analyst II (Contract) – Activision Blizzard El Segundo, CA 05/2021 – 08/2022

Provided support for enterprise-level gaming operations, including AD/Azure account management and MDM administration.

Configured and issued loaner laptops for new hires, conducted IT onboarding sessions, and processed e-waste assets.

Managed Exchange mailbox creation and access provisioning.

Desktop Support Analyst II (Contract) – Kite Pharma Santa Monica, CA 11/2019 – 10/2020

Served in migration “war room,” assisting users in transitioning to a new domain while verifying Outlook and profile migrations.

Used SCCM for imaging and Intune for mobile device and user account management.

Standardized machine builds for compatibility with new corporate domain.

Desktop Support Analyst II (Contract) – TBWA\Chiat\Day Culver City, CA 03/2018 – 04/2019

Provided multi-network support across several agencies, verifying LAN configurations for correct network assignments.

Handled O365 troubleshooting, JAMF administration, and local profile resolutions.

Desktop Support Analyst II (Contract) – Estée Lauder Companies Culver City, CA 02/2017 – 09/2017

Served as primary IT contact for multiple luxury brand teams, managing both PC and Mac support.

Utilized SCCM and Absolute Manage for software pushes and hardware management.

Desktop Support Analyst II (Contract) – NBCUniversal Universal City, CA 03/2014 – 03/2016

Led components of domain migration projects, including device and profile transfers.

Deployed AirWatch MDM for iOS devices, ensured Outlook connectivity, and managed AD group assignments

EDUCATION & CERTIFICATIONS

High School Diploma – Wilshire West, Santa Monica, CA

Certifications: CompTIA A+ (Active), Windows 10 & 11 Support Skills, JAMF 100 Certified, ITIL v4 Foundations (Preferred/Eligible)

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