Shaun Miller

Customer-facing service engineer for a retail technology integrator, supporting in-store hardware and software across national grocery and high-street estates. The work spans installation, configuration and fault resolution on live trading systems, where a store cannot simply stop while a fix is found. Checkout, self-service and EPOS systems, electronic shelf label deployments, weighing and labelling scales, handheld and mobile devices, and click and collect lockers. Working to service-level agreements alongside the central call desk, keeping trading systems available during store hours.

Delivering and supporting infrastructure for enterprise clients across Microsoft technologies, VMware virtualisation and network security. Day to day this covered build and deployment and fault diagnosis on live systems: Microsoft server and desktop estates including patching, migration and escalation support; VMware host and guest provisioning, resource management and troubleshooting; and network and security work across switching, firewalls and remote access.

Second-line support for blue-chip retail and banking clients. Owned the diagnosis and resolution of escalated hardware and software faults, handled complaint cases end to end while keeping clients informed throughout, and ran customer training sessions on system operation and first-line fixes.

Remote diagnosis and resolution of network and system issues for customers and end users. Worked from the customer’s description back to root cause, walked them through the fix, and wrote up the resolution for the wider team. Advised on preventative steps to stop repeat failures and recommended upgrades and installations to improve system performance.

Microsoft Certified Desktop Support Technician (MCDST) and Microsoft Certified Professional (MCP).

The industry-standard certification for core technologies – hardware, networking, virtualisation and security fundamentals.