Summary
Overview
Work History
Education
Skills
Websites
Additional Information
Timeline
Generic

Jordan Pettaway

Roselle,New Jersey

Summary

Enterprise-level IT professional with 3+ years supporting 500+ users and 1,000+ endpoints across hybrid environments. Experienced in enterprise application support, troubleshooting, and automation, with proven success in reducing downtime, improving workflows, and providing on-call support in mission-critical environments.

Overview

5
5
years of professional experience

Work History

IT Operations Analyst

Factory Direct Enterprises Ltd.
10.2022 - Current
  • Designed and deployed an IIS-based FTP server to streamline device updates, eliminating on-site visits and reducing rollout times and costs.
  • Built custom PowerShell functions to automate data retrieval, cutting escalation resolution times.
  • Provided Tier 2+ support for 500+ users and 1,000+ endpoints, consistently closing 35% more tickets than team average.
  • Resolved API integration issues, automating device tracking and eliminating manual entry errors.
  • Coordinated with ISPs to resolve store network issues, preventing downtime and ensuring business continuity.
  • Participated in a bi-weekly on-call rotation, providing 24/7 support for urgent incidents.
  • Improved IT–HR communication by creating dedicated Teams channels, eliminating recurring miscommunications.

Integration Analyst

SHI International Corp.
01.2021 - 06.2021
  • Supported Azure/Office 365 deployments and hybrid cloud troubleshooting for enterprise clients.
  • Maintained Active Directory and Exchange integrity while resolving high-priority escalations.
  • Assisted with enterprise application integration and user access management.

IT Analyst

Old Bridge High School
06.2020 - 08.2020
  • Deployed 200+ devices and configured software under strict deadlines.
  • Resolved networking issues and provided Tier 1/2 end-user support.

Education

Certificate - IT Fundamentals

Lincoln Tech

Skills

  • Active Directory
  • MFA
  • Office 365 Admin
  • PowerShell Automation
  • Windows Server Support
  • Windows Workstation Support
  • IIS Configuration
  • FTP Configuration
  • Network Troubleshooting
  • VPN
  • Firewalls
  • Switches
  • Remote Desktop
  • MDM
  • ServiceDesk
  • Ticketing Systems
  • SharePoint Administration
  • Teams Administration
  • ERP Application Support
  • CRM Application Support
  • WMS Application Support
  • On-Call Support
  • Client-Facing Issue Resolution

Additional Information

up to 25% as required, Experience working under demanding deadlines with mission-critical systems.

Timeline

IT Operations Analyst

Factory Direct Enterprises Ltd.
10.2022 - Current

Integration Analyst

SHI International Corp.
01.2021 - 06.2021

IT Analyst

Old Bridge High School
06.2020 - 08.2020

Certificate - IT Fundamentals

Lincoln Tech

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