FINN KARA
Welwyn Garden City,Hertfordshire
Summary
IT support professional with almost five years' experience providing face-to-face and remote support in government and higher education environments. Skilled in Microsoft 365, Windows, Active Directory, Intune and end-user support. Known for delivering friendly, reliable service and building good relationships with users.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Client Services Engineer
Liquid IT
07.2023 - Current
- Resolve issues with Microsoft 365, Windows devices, mobile phones, user accounts, and access requests.
- Administered user accounts, password resets, and multi-factor authentication through Active Directory and Entra ID, ensuring secure access for all users.
- Delivered face-to-face and remote support to users across multiple government organisations, enhancing user satisfaction and operational efficiency.
- Set up and deploy laptops, desktops, and mobile devices for new starters and existing staff.
- Maintain accurate ticket records and consistently work within service level targets.
- Create support guides and knowledge articles that help users and support teams resolve common issues.
- Assisted high-profile government customers, prioritising professionalism, confidentiality, and meticulous attention to detail in all interactions.
- Work closely with colleagues across different teams to ensure issues are resolved quickly and users are kept informed.
Client Services Analyst
Victoria University of Wellington
12.2021 - 07.2023
- Delivered IT support to university staff and over 20,000 students, ensuring seamless access to technology.
- Supported users in person, over the phone, and through support tickets.
- Diagnosed and resolved hardware, software, and account issues.
- Managed devices using SCCM and supported software installations and updates.
- Coordinated rollout of 800 laptops for university staff, enhancing their operational efficiency.
- Developed user guides and knowledge articles, streamlining support experience and empowering users.
- Worked as part of a busy support team, balancing competing priorities while maintaining a high level of customer service.
Education
NCEA Levels 1, 2 & 3 - Merit Endorsed
Wellington College
Wellington, New ZealandSkills
- Microsoft 365 (Outlook, Teams, SharePoint)
- Windows 10 & 11
- Active Directory & Entra ID
- Intune & SCCM
- Device setup and deployment
- User account management
- Hardware/software troubleshooting
- IT support
- ITSM tools
- Knowledge documentation
- SLA compliance
- ITIL Foundation
- Customer service
- ITIL Foundation
Certification
- Microsoft SC-900: Security, Compliance, and Identity Fundamentals
- Microsoft AZ-900: Azure Fundamentals
- ITIL Foundation
Timeline
Client Services Engineer
Liquid IT
07.2023 - Current
Client Services Analyst
Victoria University of Wellington
12.2021 - 07.2023
NCEA Levels 1, 2 & 3 - Merit Endorsed
Wellington College