Cian Rossiter
Wexford,Ireland
Summary
Experienced IT Support professional with over 10 years of experience delivering technical support across enterprise and consumer technology environments. Currently employed by Milestone Technologies, providing Level 2 IT support to Sony Interactive Entertainment employees worldwide. Promoted to Level 2 within my first year in recognition of my technical knowledge, problem-solving abilities, and commitment to delivering an excellent employee experience.
Previously spent more than eight years at Apple, progressing from iOS Tier 1 Advisor to Tier 2 Senior Advisor before moving into Customer Relations and Channel Support Services. Throughout my career I have supported Windows, macOS, Microsoft 365, Active Directory, endpoint management, networking, mobile devices, and enterprise applications while managing complex technical issues from investigation through to resolution.
I enjoy solving technical problems, improving support processes, collaborating with engineering teams, and sharing knowledge with colleagues. I take pride in providing a high standard of customer service while maintaining ownership of issues and ensuring users receive timely, effective support.
Overview
14
14
years of professional experience
7
7
years of post-secondary education
Work history
L2 Service Desk Technician
Milestone @ Sony Playstation
2023.08 - 2026.07
Promoted to Level 2 Service Desk Technician after one year in recognition of technical performance, problem-solving ability, and contribution to the team.
Key responsibilities include:
- Provide Level 2 IT support for Sony Interactive Entertainment employees across multiple global locations.
- Troubleshoot complex Windows, macOS, mobile device and enterprise application issues.
- Support Microsoft 365, Active Directory, Microsoft Intune, MFA and endpoint management.
- Diagnose and resolve hardware, software and networking issues including VPN, TCP/IP and secure Wi-Fi connectivity.
- Provision user accounts, onboard new employees and manage access requests.
- Manage incidents and service requests using ServiceNow while consistently meeting SLA targets.
- Deploy, configure and support laptops and end-user devices.
- Collaborate with Engineering, Infrastructure and Security teams to resolve complex technical issues.
- Develop and improve internal support procedures and technical documentation.
- Deliver remote support through phone, chat and video while maintaining excellent customer satisfaction.
- Assist colleagues with technical issues and share knowledge to improve team capability.
Key Achievement
- Promoted from Level 1 to Level 2 within twelve months based on technical ability and consistent performance.
Channel Support Services
Apple
2022.01 - 2023.06
2022 – 2023
Provided advanced technical support to Apple Retail Stores and Authorised Service Providers worldwide.
Responsibilities included:
- Investigated complex hardware and operational issues affecting retail stores.
- Supported repair centres, shipping operations and store infrastructure.
- Managed technical requests using SAP, SEMS and Sonar.
- Worked closely with engineering teams to resolve high-priority operational issues.
- Maintained excellent service levels while supporting multiple regions globally.
iOS Tier 2 Senior Advisor
Apple
2015.06 - 2023.08
2015 – 2022
Promoted from Tier 1 after only five months.
Responsibilities included:
- Diagnosed advanced hardware and software issues across Apple products and services.
- Supported iPhone, iPad, Mac, Apple Watch and Apple ID services.
- Escalated complex technical issues to Site Support Engineering where required.
- Assisted new advisors through coaching and call listening.
- Consistently achieved quality, productivity and customer satisfaction targets.
- Demonstrated strong analytical and troubleshooting skills within a fast-paced technical environment.
Key Achievement
- Promoted to Tier 2 Senior Advisor after five months in recognition of technical knowledge and performance.
Customer Relations
Selected to manage Executive Relations and highly sensitive customer escalations.
Responsibilities included:
- Managed high-profile customer cases escalated to Apple's Executive Relations team.
- Investigated technically complex issues requiring detailed case ownership.
- Worked across multiple Apple departments to deliver successful outcomes.
- Balanced technical troubleshooting with customer satisfaction while handling confidential information.
- Built trusted relationships with internal stakeholders to resolve challenging cases.
Customer Service & Billing Advisor
Eishtec
2013.01 - 2015.01
2013 – 2015
- Provided first-line technical and billing support.
- Resolved customer issues while meeting performance targets.
- Developed strong communication, troubleshooting and problem-solving skills.
- Worked collaboratively within a high-performing support team.
Education
Bachelors Degree - Software Systems Development
Waterford Institute of Technology
2011.01 - 2012.01
Leaving Certificate - undefined
Vocational College
2001.01 - 2007.01
Skills
CORE TECHNICAL SKILLS
Operating Systems
- Windows 10/11
- macOS
- iOS
- Android
- Linux (basic)
Microsoft Technologies
- Microsoft 365
- Outlook
- Teams
- Exchange Online
- OneDrive
- Remote Desktop
Identity & Endpoint Management
- Active Directory
- Microsoft Entra ID / Azure AD
- Multi-Factor Authentication
- Mobile Device Management (MDM)
- Microsoft Intune
IT Service Management
- ServiceNow
- Incident Management
- Request Fulfilment
- Knowledge Management
- SLA Management
Networking
- TCP/IP
- DNS
- DHCP
- VPN
- LAN/WAN
- Secure Wi-Fi
- Network Troubleshooting
Enterprise Applications
- Jira
- Confluence
- SAP
- GSX
- Sonar
- SEMS
- Repair Central
- Slack
Additional Skills
- Hardware & Software Troubleshooting
- Endpoint Deployment
- Laptop Imaging & Configuration
- User Account Administration
- Root Cause Analysis
- Technical Documentation
- Remote Support
- Customer Escalation Management
PROFESSIONAL STRENGTHS
- Excellent troubleshooting and analytical skills
- Strong customer and employee focus
- Calm under pressure
- Excellent written and verbal communication
- Team collaboration
- Process improvement mindset
- Quick learner with strong adaptability
- Passion for technology and continuous learning
REFERENCES
- Valentin, Gendrau, Team Manager, vgendrau@apple.com, +353 212035405, Apple Inc
- Graham, Brierley, Team Manager, gbrierley@apple.com, +353 863068904, Apple Inc
- Jordan, Gillispie, Service Desk Supervisor, +16023761140, Sony - Milestone
KEY RELEVANT SKILLS
- Over 10 years' experience in enterprise technical support.
- Promoted to Apple Tier 2 Senior Advisor after only five months.
- Selected for Apple's Executive Relations team handling high-profile customer escalations.
- Progressed into Apple's worldwide Channel Support Services organisation.
- Promoted to Level 2 Service Desk Technician within one year at Milestone Technologies.
- Supporting Sony Interactive Entertainment employees globally.
Timeline
L2 Service Desk Technician
Milestone @ Sony Playstation
2023.08 - 2026.07
Channel Support Services
Apple
2022.01 - 2023.06
iOS Tier 2 Senior Advisor
Apple
2015.06 - 2023.08
Customer Service & Billing Advisor
Eishtec
2013.01 - 2015.01
Bachelors Degree - Software Systems Development
Waterford Institute of Technology
2011.01 - 2012.01
Leaving Certificate - undefined
Vocational College
2001.01 - 2007.01