WILLIAM SKOGLUND
Phoenix
Summary
IT operations professional and Workstation Manager with experience spanning endpoint deployment, workstation lifecycle management, hardware support, technical troubleshooting, and IT service delivery. Experienced in coordinating deployments, improving onboarding processes, supporting workstation transitions, and collaborating across technical teams to resolve client needs. Brings a hands on technical foundation, strong customer service skills, and a process improvement mindset, with a focus on building consistent and scalable IT operations.
Overview
10
10
years of professional experience
Work History
Workstation Manager
cloudIT
Phoenix, AZ
08.2025 - Current
- Own the workstation and endpoint lifecycle, coordinating preparation, deployment, troubleshooting, and ongoing operational needs.
- Schedule workstation deployments and coordinate readiness, onsite execution, documentation, and issue resolution.
- Improved the workstation onboarding process to support a more efficient, consistent, and repeatable deployment experience.
- Manage the adoption of new tools and approaches to improve workstation processes and support changing operational needs.
- Collaborate with the Service Desk and other teams to resolve workstation issues and support client transitions.
- Support workstation-related hardware deployments and assist with network hardware installations, including servers and firewalls.
- Share technical knowledge and contribute to broader company initiatives, including a company-wide presentation.
- Maintain a client-focused approach, with positive client feedback and strong customer satisfaction results.
Hardware Specialist
cloudIT
Phoenix, AZ
08.2023 - 08.2025
- Prepared and deployed workstations and endpoints, including onsite task execution and troubleshooting.
- Coordinated deployment scheduling and supported the completion of workstation-related tasks.
- Documented work performed, technical issues, and relevant deployment information.
- Assisted with network hardware installations and general hardware deployment and management.
- Worked with internal teams to address technical requirements and resolve deployment-related issues.
Operations Lead
Keno Kozie Services
Chicago, IL
09.2022 - 08.2023
- Evaluated team performance and productivity, provided feedback, and implemented corrective actions.
- Managed operational standards and productivity targets to support consistent service delivery.
- Trained new employees and developed training materials to support onboarding and skill development.
- Communicated with third-party clients, addressed concerns, and coordinated corrective action.
- Supported operations through employee guidance, performance feedback, and process reinforcement.
Software Support Analyst
Keno Kozie Services
Chicago, IL
07.2019 - 09.2022
- Delivered technical support to end users through email and phone, handling more than 50 customer contacts per day.
- Documented support transactions and customer interactions to maintain records and contribute to knowledge-base resources.
- Explained technical information clearly to nontechnical users.
- Troubleshot user issues while maintaining professionalism, courtesy, and a customer-focused approach.
- Followed up with clients after support engagements to confirm resolution and customer satisfaction.
- Trained and mentored new hires.
Manager
Home Pride Inc.
Lisle, IL
08.2017 - 05.2019
- Supported daily customer-facing operations, responding to customer needs and helping maintain a respectful, positive work environment.
Manager
Kesap Clean Professional Cleaning Service
Plainfield, IL
08.2016 - 08.2017
- Addressed customer concerns and worked toward timely resolution.
- Built a reputation for efficient service and attention to accuracy.
Education
Certificate of Completion - Information Technology
Coding Dojo
Chicago, IL09-2018
Skills
- Workstation & Endpoint Lifecycle Management
- Deployment Scheduling & Coordination
- Workstation Preparation & Onsite Implementation
- Hardware Troubleshooting
- Process Improvement
- Client Communication
- Cross-Functional Collaboration
- IT Hardware Deployment
- Training & Knowledge Sharing
- Systems & Platforms: Windows, Apple/iOS, Microsoft Office, Microsoft Exchange, Microsoft Intune, Citrix, VMware
- IT Service & Document Management: ServiceNow, Ivanti, Cherwell, iManage, NetDocuments
- Additional Technical Foundation: HTML, CSS, Python, C#
Timeline
Workstation Manager
cloudIT
08.2025 - Current
Hardware Specialist
cloudIT
08.2023 - 08.2025
Operations Lead
Keno Kozie Services
09.2022 - 08.2023
Software Support Analyst
Keno Kozie Services
07.2019 - 09.2022
Manager
Home Pride Inc.
08.2017 - 05.2019
Manager
Kesap Clean Professional Cleaning Service
08.2016 - 08.2017
Certificate of Completion - Information Technology
Coding Dojo