Shaun Miller
Heathfield,East Sussex
Summary
Hands-on IT Field Engineer with 15+ years' experience supporting business customers on site and remotely across end-user computing, infrastructure, servers and networks. Used to working independently across multiple client sites: diagnosing hardware, software and network faults, carrying out installations and upgrades, and keeping customers informed in plain English. Background spans managed-service delivery, enterprise and retail estates, with a track record of meeting SLAs and leading engineering teams. Full UK driving licence, security cleared and happy to travel.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Field Service Engineer
Herbert Retail Ltd
East Sussex
06.2025 - Current
- Travel between customer sites across the region to install, configure and repair networked hardware including scales, printers, scanners and self-checkouts
- Diagnose IT, networking, electrical and mechanical faults on site, working alone to restore service fast
- Carry out preventative maintenance to reduce repeat call-outs
- Meet SLA targets and keep customers informed from arrival to sign-off
IT Team Lead
CDW
London
03.2016 - 06.2025
- Provided hands-on support for Microsoft technologies, VMware, servers, desktops and networks across end-user computing and infrastructure environments
- Coordinated field engineering across multiple client sites, meeting SLA and KPI targets
- Acted as escalation point for complex technical incidents and customer issues
- Managed ticket queues and escalations; led and mentored a team of engineers
- Contributed to process improvements and service quality initiatives
Customer Support Engineer
Wincor Nixdorf
Dartford
01.2015 - 03.2016
- Supported enterprise clients with IT, hardware and networking issues
- Managed incidents, service requests and escalations to SLA
- Delivered customer training and technical documentation
Remote Support Specialist
NCR
London
02.2006 - 12.2015
- Remotely diagnosed hardware, networking and system faults for business customers
- Implemented preventative fixes to reduce repeat incidents
- Recommended upgrades and installations; produced technical documentation and resolution reports
Skills
- On-site & field support: multi-site field engineering, installations, upgrades, preventative maintenance, working independently at client premises
- Microsoft technologies: Microsoft 365 / Office 365, Windows Server, Active Directory, Windows desktop support
- Infrastructure & data centre: server hardware (Dell, HP, Lenovo, Cisco UCS), VMware and Hyper-V virtualisation, backup tools and recovery
- Networking: TCP/IP, LAN and WAN troubleshooting, Wi-Fi and firewalls (Cisco Meraki), network connectivity faults
- Endpoint & hardware: desktops, laptops, printers, peripherals and specialist hardware, fault diagnosis and repair
- Service delivery: incident and escalation management, ticketing, SLA/KPI delivery, technical documentation
- Customer & team: client-facing communication with technical and non-technical users, mentoring and leading engineers
Certification
CompTIA Security+ currently studying, Cisco UCS Servers 2012, Microsoft MCP & MCDST 2008, CompTIA A+ 2008, Security Cleared Enhanced DBS
Additional information
- Full clean UK driving licence; available for travel across the South of the UK and Ireland
- Comfortable with out-of-hours and on-call work
- Interests: aquariums, bonsai, building websites for start-ups
Timeline
Field Service Engineer
Herbert Retail Ltd
06.2025 - Current
IT Team Lead
CDW
03.2016 - 06.2025
Customer Support Engineer
Wincor Nixdorf
01.2015 - 03.2016
Remote Support Specialist
NCR
02.2006 - 12.2015