Miguel Fernandes
Birmingham,UK
Summary
EPOS support specialist with expertise in maintenance, installation, and configuration. Skilled in troubleshooting, incident management, and log analysis. Focused on enhancing operational efficiency through effective remote support and diagnostics.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work history
IT Technical Analyst for EPOS
Claire's UK Head Office
Birmingham, West Midlands
2021.10 - 2026.05
- Resolved POS hardware faults across tills, printers, and scanners, reducing downtime.
- Provided POS software support for xStore and Acto-soft configurations updates.
- Reviewed EPOS transaction logs to spot errors and resolve system issues.
- Performed root cause analysis, implementing corrective actions to stop repeat incidents.
- Ran and interpreted SQL queries to investigate data discrepancies for EPOS errors.
- Delivered remote diagnostics via VNC and ManageEngine across distributed store locations.
- Managed Active Directory user access and permissions to improve security and efficiency.
- Resolved Microsoft 365 application inquiries, improving Outlook, Teams, and SharePoint access.
- Installed new hardware components to upgrade existing systems.
- Troubleshot network connectivity issues, resulting in minimal downtime.
Field EPOS Technician
Ingenico
Lisbon, Portugal
2017.06 - 2021.08
- Delivered hands-on on-site hardware support at merchant locations to clear faults.
- Diagnosed installation faults and connectivity issues to minimise terminal downtime.
- Travelled using company vehicle to install, maintain, and repair terminals.
- Conducted diagnostic tests for identifying faults and malfunctions.
- Removed and replaced worn and damaged components to reduce risk of breakdowns.
- Provided user training and completed installation documentation.
- Managed over 20 customer installations per day.
Education
NVQ Level 4 - Multimedia Product Development
ESAD IPL
Leiria, Portugal 2014.01 - 2016.01
BTEC Level 3 Diploma - IT Systems
CENCAL
Leiria, Portugal 2012.01 - 2014.01
Skills
- EPOS support and maintenance
- Installation and configuration
- Troubleshooting and diagnostics
- Software installation and updates
- Remote support skills
- Incident management
- Log analysis
- Active directory management
- Networking fundamentals
- Operating systems knowledge
- Ticketing systems proficiency
- Hardware repairs and upgrades
- Scripting fundamentals
- User communication skills
- Scripting fundamentals
Languages
Portuguese - Native
English - Effective communication in everyday and professional contexts
Spanish - Effective communication in everyday and professional contexts
Accomplishments
- Verifone P400 Rollout - Led successful deployment of Verifone P400 payment terminals across multiple sites
- Acto-soft POS Deployment - Delivered acto-soft rollout on PoS terminals, ensuring correct installation and operational readiness
- EPOS Reliability Improvements - Reduced recurring EPOS faults through structured troubleshooting and root-cause analysis
- Technical Documentation - Produced clear installation and support documentation to streamline future deployments
- Merchant Enablement - Improved merchant onboarding by providing concise, effective training on payment terminal operation
Additional information
- CompTIA A+ - Planned for 2026
- Immediate availability
- References available upon request
Timeline
IT Technical Analyst for EPOS
Claire's UK Head Office
2021.10 - 2026.05
Field EPOS Technician
Ingenico
2017.06 - 2021.08
NVQ Level 4 - Multimedia Product Development
ESAD IPL
2014.01 - 2016.01
BTEC Level 3 Diploma - IT Systems
CENCAL
2012.01 - 2014.01