Janar Orav
Cork
Summary
ICT Support Analyst with 4+ years’ experience in enterprise-level application support, knowledge management, and process optimisation. Strong technical literacy across Microsoft, Citrix, and healthcare applications, with proven ability to document, train, and streamline complex workflows. Skilled in cross-team collaboration, automation, and continuous improvement.
Overview
14
14
years of professional experience
1
1
Certification
Work History
NSD Level 2 Analyst
PFH Technology Group, National Service Desk
04.2021 - Current
- Provided Level 2 support for critical clinical and administrative applications nationwide, including IPMS, NIMIS, Microsoft 365, and Citrix-hosted applications.
- Used Ivanti ITSM to triage, prioritise, and resolve incidents within SLA targets.
- Managed backend configurations in Microsoft Exchange and Active Directory, including mailbox permissions, OU management, and registry-level fixes for legacy systems.
- Created and maintain knowledge hub content, documenting workflows, SOPs, escalation paths, and known issues.
- Designed process automations using SharePoint, Power BI, and scripts (VBA/VBS) to improve efficiency.
- Delivered training and workshops for colleagues and end users on applications, cybersecurity awareness, and ICT best practices.
- Collaborated with internal technical teams and external vendors to resolve complex application issues.
- Lead knowledge-sharing initiatives, contributing to the development of the national platform
Conferences & Events Supervisor
Dalata Hotel Group
01.2015 - 01.2021
- Supervised AV/VC support for meetings and conferences, managing IT setups and event logistics.
- Trained staff, managed rosters, maintained stock, and ensured high customer service standards.
- Collaborated with sales teams on refurbishment projects, recommending AV upgrades and improved workflows.
- Introduced paper system for faster service response, improving client satisfaction.
Sales Representative
Flawless Organisation
01.2014 - 01.2015
- Supported customer subscriptions for major Irish charities.
- Achieved regular sales targets and trained colleagues in outreach.
- Maintained strong customer relations across Ireland.
Website Support Engineer
Buckmine Ltd (Startup)
01.2012 - 01.2014
- Supported web-based infrastructure, handling SEO, analytics, and helpdesk support.
- Resolved technical software and hardware issues.
- Gained early experience in technical troubleshooting and customer support.
Education
Advanced Certificate QQI-Higher Level 6 Equivalent - IT Systems & Informatics
Võru County Education and Technology Centre
01.2015
Secondary School Leaving Certificate - undefined
August Kitzberg Gymnasium
01.2012
Skills
- Enterprise Application Support: Microsoft 365, Citrix, healthcare applications
- Backend Administration: Active Directory, MS Exchange, Azure & EntraID device configuration
- Process Automation & Data: SharePoint workflows, Power BI dashboards, PowerApps, VBA/VBS scripting
- Knowledge Management: Knowledge hubs, SOPs, escalation frameworks
- Troubleshooting & Incident Management: Ticket triage, SLA-driven response, critical system recovery
- Mentoring and supporting analysts during high-pressure transitions (COVID, cyberattack recovery)
Certification
- Microsoft Azure Cloud Fundamentals (AZ-900) – Microsoft Certified (2024)
- ITIL 4 Foundations 2025
Timeline
NSD Level 2 Analyst
PFH Technology Group, National Service Desk
04.2021 - Current
Conferences & Events Supervisor
Dalata Hotel Group
01.2015 - 01.2021
Sales Representative
Flawless Organisation
01.2014 - 01.2015
Website Support Engineer
Buckmine Ltd (Startup)
01.2012 - 01.2014
Secondary School Leaving Certificate - undefined
August Kitzberg Gymnasium
Advanced Certificate QQI-Higher Level 6 Equivalent - IT Systems & Informatics
Võru County Education and Technology Centre
References
Available upon request
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