Alec Blumenfeld
Jersey City,NJ
Summary
Detail-oriented IT Support Specialist with over three years of experience delivering exceptional technical assistance, resolving hardware and software issues, and supporting large enterprise environments. Proficient in troubleshooting Windows 11, Microsoft 365, Azure AD, Intune, AVI, and various peripheral devices. Strong background in account provisioning, access management, imaging, patching, and enforcing security and compliance standards. Recognized for providing “white glove” support while effectively managing high-volume ServiceNow ticket queues and collaborating with Infrastructure, Security, Engineering, and Application teams to ensure swift, accurate, and policy-compliant resolutions.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist (Help Desk, A2)
PWC, NY
06.2023 - Current
- Support and troubleshooting of desktops, laptop computers, including mobile devices, primarily Mac OS, Windows, IOS, Android
- Provide in-person technical support for 8,000+ employees across Windows 11, Microsoft 365, Adobe applications and enterprise tools
- Diagnose hardware issues and perform or coordinate repairs; manage printer hardware maintenance including toner replacement, paper jams, consumables, and device troubleshooting
- Perform system patching, software deployment, and vulnerability remediation through Microsoft Intune and SCCM, ensuring compliance with security baselines and firm standards.
- Create and maintain standard desktop images and configurations to ensure consistent, secure workstation deployments across the region.
- Provide “white glove” technical support to staff and leadership, ensuring high-quality communication, professionalism, and rapid issue resolution
- Supported office technology needs, including AV systems, meeting room setups, printers, and network connectivity (Wi-Fi, VPN, basic network troubleshooting)
- Created, maintained, and improved IT documentation, including onboarding guides, knowledge base articles, and internet support processes
- Managed end-to-end IT service requests using ServiceNow, improving ticket resolution time by 35% and increasing customer satisfaction scores by 22%
Customer Service Agent
Sheraton Eatontown Hotel, NJ
09.2022 - 05.2023
- Managed guest onboarding of up 200 people a day, reservations, billing, and account setup, ensuring accuracy, adherence to policy and a high level of customer satisfaction
- Ensured all financial transactions, documentation, and system entries were accurate, compliant, and properly validated contributing to robust internal controls
- Resolved and escalated customer issues requiring strong diplomacy, rapid decision-making and policy-based judgement
Account Manager
Be Wise Digital Marketing, NJ
09.2020 - 02.2021
- Led onboarding for new clients, gathered detailed requirements, validating account details, and ensuring smooth transitions into active project cycles
- Directed communication between clients and an 8-person international development team, ensuring clarity, alignment, and timely delivery
- Managed multiple concurrent deadlines, maintaining strong documentation and organized workflow tracking ensuring project milestones were consistently met.
- Developed and maintained strong client relationships to ensure satisfaction and retention.
- Managed project timelines and deliverables, ensuring on-time completion of client initiatives.
Sales Executive
Waveskater Bodyboards, NJ
08.2011 - 08.2020
- Managed full cycle client relationship development for 10+ years, including onboarding, account creation, documentation, sales support, and long-term retention
- Maintained detailed client records, processed payments and contracts, and ensured policy compliance throughout all transactions to minimize risk
- Designed and executed sales strategies involving outreach, branding, and partnership development, contribution directly to revenue growth
Education
BA - History
Montclair State University
New Jersey01.2011
Skills
- Client Onboarding, ServiceNow, AZ-900, KYC Documentation Review, Cross-Functional Collaboration, ServiceNow Process Improvement, Customer Service Excellence, Microsoft 365 & Intune, MFA, Hardware, Wi-Fi, Printers, Cisco Devices, Cisco Mini Kits, Cisco Pro's, Workspace One, Cyber Ark, Entra ID, SSO, strong written skills, IOS, Android, Windows, MacOs, Google Workspace, OneDrive, DropBox, Teams, Zoom, AVI, Crestron
Websites
Certification
Google Professional IT Certificate
AZ-900
Timeline
Customer Experience Specialist (Help Desk, A2)
PWC, NY
06.2023 - Current
Customer Service Agent
Sheraton Eatontown Hotel, NJ
09.2022 - 05.2023
Account Manager
Be Wise Digital Marketing, NJ
09.2020 - 02.2021
Sales Executive
Waveskater Bodyboards, NJ
08.2011 - 08.2020
BA - History
Montclair State University