Pro customers need assistance finding the right products, tools, and services to complete their jobs on time and at a competitive price. Utilize Order Up to complete transactions quickly, enabling Pros to get back to their jobsites faster. Send large orders through Volume Preferred Price (VPP) to ensure the Pro is getting the best pricing. Communicate service offerings, such as Deliveries, that will save Pros time traveling to and shopping within a store. Millwork customers expect associates to provide tailored suggestions and solutions through consultative selling. Associates should be able to answer product related questions, explain services options, and communicate the end-to-end measure and install process. Our customers want design and trend recommendations based on an interactive showroom experience. Associates should be easily accessible in the aisles and/or responsive to paging. Customers expect products to be available when they need them and in good condition to complete a project.AccomplishmentsBe a subject matter expert; train associates on Pro Programs and Services (Pro Xtra, Pro MRO, THD Commercial Credit)Solve for the needs of the Pro by connecting them to the right products and servicesUse training and Service Providers to become a product expert, instill trust, and build relationships with customersPartner with the Customer Order Specialist (COS) to ensure hand-off of all orders requiring after sales install support for appropriate attention

Overall Responsibilities: This position is responsible for direct interaction and support of the Genus, plc Information Technology User community and all computer hardware and software used by them in the performance of their duties. The individual filling this position must maintain the ability to provide the most efficient solutions to user issues while keeping the highest level of prompt, accurate customer service. Excellent verbal and written communication skills are a necessity. Participation in after-hours on-call rotation is required.Specific accountabilities:• Directly respond to Hardware, Software, Printer, and Remote Connection problems submitted via e-mail, phone, and in person by the IT User community.• Log and maintain accurate description of activities and problem solutions using the helpdesk call tracking software.• Support requests for video, teleconference, mobile phone, unified communication and telephone PBX assistance.• Set up, upgrade, maintain, and troubleshoot Desktop and Laptop computers running various MS Windows operating systems.• Create support procedures, technical reports and update existing support documentation.• Provide user access administration for all network applications using Active Directory and other application administration tools.• Effectively instruct members of the user community in the use of hardware, software, and remote access procedures. Create end-user training documentation as needed.• Purchase end user Information System consumables and accessories at competitive pricing levels as needed.• Provide input for new hardware and software applications with regards to end user and technical usability.• Maintain and increase knowledge of all company business unit purposes, systems and related infrastructure products.

Complies with documented procedures for IT service restoration by adhering to the Enterprise Service Desk (ESD) policies and procedures relative to problem analysis and resolution. Accurately and completely captures Customer and Incident data within the service request tracking system. Follows direction from Shift Leads. Researches and documents new technical solutions. Reviews existing technical solutions for improvements and efficiencies. Actively pursues continuing professional/technical education.Demonstrates the following skills: excellent Customer Relationship skills; writing skills; learns all facets of the process oriented environment; independent learner; adaptability with new technologies; ingenuity during extensive technical troubleshooting; cross-functional knowledge.Provides: accurate and detailed documentation; operational direction; feedback on continuous improvements, efforts, and processes; training and mentorship to peers and junior level technicians.

Description of duties, tasks and accomplishments: Served as the Information Assurance Support Officer (IASO) and oversaw the organization’s Information Assurance campaign to ensure that DoD Information Assurance Certification and Accreditation Process (DIACAP) and computer network defense procedures are compliant. Provided end-user support (Microsoft Office support, basic Black Berry support, and telephone support) to all users in the organization; which included the brigade command team and members of the brigade staff. Managed the Organizational Unit within Active Directory to reset passwords and add/remove computers to the domain. Developed, implemented, and coordinated a comprehensive mentoring program for 34 employees and five supervisors within the organization; effectively training 100% of the organization and reducing 200 man-hours during the training period. Managed the Army Training and Certification Tracking System (ATCTS) for the entire brigade, which has over 1200 users.Honors/awards: Meritorious Service MedalSpecial courses taken (seminars, workshops, training programs): Cyberspace Security Seminar; CompTIA Server+; CompTIA Security+; CompTIA A+

Description of duties, tasks and accomplishments: Designed, developed, and managed the Microsoft SharePoint site for the organization’s network collaboration. Directed the professional development, training and provided IT support to over 100 personnel for training exercises that supported the multiple world-wide locations of SMDC. Managed and coordinated the installation of a new Secure Video Teleconferencing (SVTC) Suite worth over $163,000; enabled the principle of the organization a more effective means of secure communications with senior level directors. Supervised the scheduling, operation and maintenance of 13 Video Teleconferencing (VTC) suites in multiple world-wide locations for SMDC managers. Served as Vice President of Membership and Programs for the Pikes Peak Chapter of the Signal Corps Regimental Association; increased membership by 80% which re-established the organization’s footprint in Colorado Springs.Honors/awards: Army Achievement Medal; Army Space Badge; Certificates of Achievement for the Best Warrior competition for 2009 & 2010; Bronze Order of MercurySpecial courses taken (seminars, workshops, training programs): Space Fundamentals Course (19-30 Oct 2009); Senior Enlisted Joint Professional Military Education Course (2010); Systems Approach to Training Basic Course (10-14 Jan 2011); Army Basic Instructors Course (24 Jan – 4 Feb 2011); Ground-based Midcourse Defense (GMD) Basic Course (14-18 Feb 2011); Basic Cyberspace Domain Course (5 May 2011).

Description of duties, tasks and accomplishments: Served as the Information Assurance Manager (IAM) for Kuwait. Implemented the Defense Information Assurance Certification and Accreditation Program (DIACAP) within Kuwait. Provided end-user IT support to the battalion command team and staff members. Supervised, trained, and mentored ten junior Soldier’s and two Officer’s within the section. Adapted the first wireless detection system within Kuwait using the Flying Squirrel program.Honors/awards: Army Commendation Medal; Certificate of Achievement for the domain of Information Assurance and Computer Network Defense (from the Deputy Assistant Secretary of Defense, Identity and Information Assurance)Special courses taken (seminars, workshops, training programs): DoD Information Assurance Certification & Accreditation Process (DIACAP) Training (5-9 Feb 2007); Certified Information Systems Security Professional (CISSP) Training Seminar (12-16 Mar 2007); Equal Opportunity Representative Course (24 Apr – 4 May 2007); Implementing and Securing Voice over Internet Protocol (VoIP) (25-28 Mar 2008).

Description of duties, tasks and accomplishments: Supervised, trained, and mentored three junior Drill Sergeants within the section and over 400 Advanced Individual Training Soldiers.Honors/awards: Army Commendation MedalSpecial courses taken (seminars, workshops, training programs): Cadre Training Course (26-30 Jan 2004); Applied Suicide Intervention Skills Training (3-4 Feb 2004); Combat Lifesaver Course (3-7 May 2004); Risk Management (7-11 Jun 2004); Information Systems Advanced Non-Commissioned Officers Course (13 Jun – 28 Sep 2006).

Description of duties, tasks and accomplishments: Managed the DoD Information Technology Security Certification and Accreditation Process (DITSCAP), performed risk assessments, validated system security authorization agreements for the Designated Approving Authority, and performed security inspections. Information Assurance Project Officer for USSOCOM Windows 2000 Active Directory upgrade, Defense Message System (DMS), and Global Command and Control System (GCCS). Re-certified the USSOCOM protected distribution system (PDS) for the annual DISA information assurance readiness review. Maintained 100% accountability of government equipment valued in excess of $50,000.Honors/awards: Commandants List (Information Systems Operator/Analyst Basic Non-Commissioned Officer Course); Drill Sergeant Badge; Joint Service Commendation Medal.Special courses taken (seminars, workshops, training programs): Introduction to Special Operations Course (16-19 Apr 2002); Information Systems Operator/Analyst Basic Non-Commissioned Officer Course (2 Jul – 21 Nov 2002); The 7 Habits of Highly Effective People (12 Feb 2003); Configuring Windows 2000 Active Directory (24-28 Feb 2003); Windows 2000 Security Course (5-9 May 2003); UNIX Security Systems Administrators Course (19-23 May 2003); Drill Sergeant Course (1 Aug – 3 Oct 2003).