Shay Nackerud-Knutson Email & Phone Number

United States

Configure, install, and support end user hardware, software, and related applications on the company’s network. Assisting users over the phone, in-person, or via direct messages (Teams and/or email) then documenting steps taken in the Ivanti ticketing system. Analyzing and solving problems users have to help get them back to work as quickly as possible including resetting passwords, installing applications, troubleshooting technical issues, VPN setup, etc. Installing, maintaining, updating, and replacing computers, printers, phone systems, and other peripheral equipment for a wide range of users located on-site and remotely around the world which include internal employees as well as external consultants/contractors. Communicating and collaborating with coworkers within IT for assistance, and escalating tickets to the correct teams when needed. Utilizing internal support documentation to resolve user issues and updating/creating documents when there are holes and/or changes. Contacting vendors to start warranty repairs/replacements on IT equipment after exhausting troubleshooting and setting users up with loaner equipment when necessary. Working after-hours on a rotating on-call schedule to assist any urgent issues that may arise.

Sioux Falls, South Dakota, United States

Supporting internal customers both in person by driving to different locations within the city and by phone using the company's Cisco phone system and the Ivanti Ticketing system using ITIL practices. Assisting with any technical related issues including problems with physical hardware (replacing desktops, laptops, monitors, and other computer peripherals as well as imaging computers using the Ivanti software), software (installing, setting them up, and troubleshooting), mobile phones/tablets (replacing, downloading applications, setting them up/troubleshooting them, and using the Workspace One software to manage all devices), and resetting password/two-factor authentication using Active Directory, Pulse Secure, and DUO. Answering customers questions about applications and troubleshooting programs like Microsoft products, email, and several other department specific applications used at the City of Sioux Falls. Worked on several major projects that were rolled out city-wide include installing a new Cisco phone system, moving all mobile phones to a new management software, updating all email accounts to O365, and implementing DUO two-factor authentication to keep up with industry standards.

United States

Helping provide support to a wide range of programs and applications for internal Good Samaritan and Sanford Health employees by mainly phone and email. Utilize help documentation, remote access, and coworkers to provide the callers with the best customer service in a timely manor. Resolve most issues on a first call basis using knowledge retained from training and searching resource materials available. Also to comprehend and retain dynamically changing information relevant to supporting the department/organization and maintaining/updating supporting documentation.

Sioux Falls, South Dakota Area

Duties include welcoming and assisting customer with their questions and concerns, coaching them through using the available technology & resources, and general library maintenance. Event set up/help and other projects are worked as needed.

Sioux Falls, South Dakota Area

Responsible for building and maintaining websites. Coded mark-up for websites based on .psd mock-up files. Created a website from start to finish with help from mentor. Completely redesigned an outdated website. Worked on assigned tickets for maintaining/fixing websites. Technologies include Laravel, PHP, HTML, CSS, JSON, GIT/version-control, database management, and working with a company-made CMS. Time-management for tasks assigned and learned on the job.