Joshua Moliere
Jamaica,NY
Summary
Technical Support Analyst with experience resolving Level 2 customer - impacting technical issues, managing escalations, and supporting enterprise environments.Skilled in troubleshooting, incident analysis, ticket and case management, cross-functional collaboration, and identifying recurring technical issues before they negatively affect customers. Experienced with SaaS and enterprise platforms, technical documentation, and data-driven problem solving. Holds a bachelor's degree in computer science and brings a customer-focused approach to driving issues through resolution.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Technical Analyst (Level 2)
NBCUniversal
04.2023 - Current
- Served as a Level 2 technical partner for escalated customer facing issues, investigating complex problems across support, product, and technical teams from intake through resolution.
- Datadog: Used Datadog to search customer logs using the Obstruction ID to identify errors and anomalies affecting customer viewing sessions on Peacock app. Analyzed log data to investigate reported issues, reproduce failures, isolate root causes, and support resolution efforts.
- Salesforce: Utilized Salesforce as a customer ticketing and case-management system to communicate with customers, gather troubleshooting details such as application versions and device information, and correlate customer-reported symptoms with technical findings in Datadog.
- Jira: Documented and tracked reproducible technical issues, shared investigation findings and status updates, and collaborated with cross-functional teams to drive resolution. Communicated relevant SDK versions through Jira to help technical teams determine whether a compatible SDK fix version was available to resolve issues affecting the customer’s application version. Updated tickets with resolution details and progress.
- Led creation and development of knowledge bases and technical runbooks documenting troubleshooting procedures and issue-specific resolutions. Established standardized documentation for specific customer issues and device types, enabling support teams to deliver consistent communication and streamline troubleshooting.
- Focused on customer satisfaction (CSAT) by achieving 100% customer engagement while resolving escalated technical issues and consistently meeting support standards.
- Used AI to analyze, interpret, and summarize technical and operational reports, helping identify key information and actionable insights.
- Utilized AI to create and format reports by organizing data, summarizing findings, and presenting information in a clear and structured format.
- Analyzed casework and incidents to identify common customer issues and potential root causes.
Senior Information Technology Specialist /Network Infrastructure Technician
Astreya
07.2018 - 04.2023
- Supported 70,000+ users worldwide in fast-paced environment for large-scale global video conference projects; implemented process improvements to enhance efficiencies related to technical assets.
- Resolving issues to specific Service Level Agreements (SLAs) & Key Performance Indicators (KPIs)
- Installed, troubleshot, maintained, and tested network infrastructure for global video conference environment serving 70,000+ users; resolved issues in alignment with SLAs and KPIs.
- Managing vendors to ensure compliance with MOPs and standards
- Video conference room preventative maintenance
- Performing site audits and reconciling data discrepancies
- Providing site survey support for infrastructure projects
- Managed inventory and asset workflows to ensure accurate tracking and accountability.
- Conducted preventative maintenance for video conference rooms to ensure optimal functionality.
- Executed imaging, deployment, and recovery processes for laptops and desktops to maintain system readiness.
- Reported individual work accomplishments and tracked Service Level Agreements (SLAs).
- Provided technical support for MacBook and macOS users, troubleshooting operating system, application, network/Wi-Fi, peripheral, VPN, and account-access issues while guiding users to resolution via chat, email, and phone.
- Supported Mac device setup and configuration, including software installation, system updates, user access, security settings, and peripheral connectivity; documented troubleshooting steps and resolutions in ticketing systems and escalated complex issues to appropriate technical teams.
Education
Bachelor of Science (BS) - Computer Science
Long Island University
Brookville, NYSkills
- Data-dog, Salesforce, SAP, Slack, Jira, Confluence
- Generative AI fundamentals
- Generative AI: Foundation Models and Platforms Credential ID: ACWIZGHY5X26
- Generative AI: Prompt Engineering Basics Credential ID: 7G9NZNJNRJG
- Google IT Support Credential ID: VF74WNAMFDFP
- System administration Credential ID: ELF7DTE7NEBV
- Cybersecurity Fundamentals
- Operating System Troubleshooting
- Network troubleshooting
- B2B SaaS & Enterprise Platforms used
Certification
- Introduction to Generative AI | Credential ID: GMK62ZTD2HRL
- Generative AI: Foundation Models and Platforms | Credential ID: ACWIZGHY5X26
- Generative AI: Prompt Engineering Basics | Credential ID: 7G9NZNJNRJG
- IT Security: Defense against the digital dark arts | Credential ID: LKT36UT3UMG4
- Google IT Support | Credential ID: VF74WNAMFDFP
- System Administration and IT Infrastructure Services | Credential ID: ELF7DTE7NEBV
- Operating Systems and You: Becoming a Power User | Credential ID: WXGF5CCJFLIU
Personal Information
Title: Technical Support
Timeline
Technical Analyst (Level 2)
NBCUniversal
04.2023 - Current
Senior Information Technology Specialist /Network Infrastructure Technician
Astreya
07.2018 - 04.2023
Bachelor of Science (BS) - Computer Science
Long Island University