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CDW Consulting Skills Matrix > Consulting Skills > Flashcards

Consulting Skills Flashcards

1
Q

If a potential client asked you “what does CDW do?” How would you answer? (CDW Services)

A

CDW is the leading IT solutions provider for business, government, education, and healthcare. From purchasing to implementation, to managing. We work with our team of partners to maximize your return on investment which lets you focus on your business

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2
Q

Describe the CDW Sales Process? (CDW Services)

A

Prospect - Able to identify new sales opportunity
Discovery - Customer has showed interest and has engaged CDW
Qualify - Learn More about the customer needs and ISA/FSA get involved to create a solution for the customer. Risks and outcomes are evaluated.
Propose - A final IT solution is developed, and the support team is in place. The sale has been determined to close
Close - Final negotiations take place and the customer signs off on the work order

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3
Q

Describe the role of the Associate Engineer?

A

Focus on training, certifications, and learning from experienced Engineers and technical leads. Assist with projects in a shadowing role or in a billable capacity for the client.

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4
Q

Describe the role of the Client Engagement Manager - CEM? (CDW Services)

A

The CEM is assigned to a branch and is responsible for the project’s profit/loss and the growth and development of their branch. The CEM has only 1 direct report - Enterprise Architect

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5
Q

Describe the role of the Client Engagement Supervisor (CDW Services)

A

This person is aligned to a CEM in a branch
They act as a liaison between sales and delivery
They are able to sign SOWS under $10k and In a nutshell: operates the day-to-day services business in a branch

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6
Q

Describe the role of the Enterprise Architect (CDW Services)

A

This individual collaborates with assigned customers on technology vision and road-mapping and works directly with customers on improving adoption rate of emerging technologies
They lead Proof-of-Concepts and provide architectural oversight for these customers
They have their finger on the pulse of technology for CDW

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7
Q

Describe the role of the Field Solution Architect (FSA) (CDW Services)

A

The FSA focuses on pre-sales solution design with our customers and our field sellers and will assist field sellers in creating the SOW

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8
Q

Describe the role of the Inside Solution Architect (ISA) (CDW Services)

A

These individuals focus on pre-sales solution design with our customers and our inside sellers. And like the FSA the ISAs will assist inside sellers in creating the SOW

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9
Q

Describe the role of the Lead Engineer? (CDW Services)

A

The lead engineer is the primary engineer on the project and has technical responsibility for the project. Designing and developing the solution per the client requirements. They also collaborate with the PM on project plans and resource allocation to project tasks.

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10
Q

Describe the role of the Lead engineer in the sales process? (CDW Services)

A

They participate in the Bid assurance Process

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11
Q

Describe the role of the Principle Engineer (CDW Services)

A

The person serves as the technical lead on Proof of Concept engagements and large-scale implementations and as a subject matter expert in their domain area. They can persuade and impact customer strategy. Also, leads design reviews to ensure the customer’s business needs are met

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12
Q

Describe the role or the Project Manager? (CDW Services)

A

PM’s are responsible for meeting and exceeding the client’s quality expectations. They coordinate the engineers, planning, designing, and implementing the client solution by adhering to the project plan, and delivery methodology. They manage the schedule, scope, budget, and logistics. They also handle project issues as they arise and assist with risk management. Internal and client kickoff calls. Internal and external status calls

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13
Q

Describe the role of the Resource Manager (CDW Services)

A

This individual is assigned to a region and servers as first point of staffing escalations for RC’s. They also work closely with RC/CESs on staffing trends, bench and pipeline and Technical Architects to learn about new technologies

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14
Q

Describe the role of the Solution Domain Manager - SDM? (CDW Services)

A

The SDM is the manager for the service delivery team including TL’s, PM’s. They are responsible for resource fulfillment and engineer development and performance

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15
Q

Describe the role of the Senior Engineer? (CDW Services)

A

Senior Engineers have a deep knowledge in core service offerings and lead all types of projects. They also provide informal mentoring to associates and engineers on team projects.

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16
Q

Describe the role of the Technical Architect (CDW Services)

A

This person keeps abreast of emerging technologies in solution area, including versions, changes and trends and provides technical expertise to project teams and individuals on request. They provide technical sales readiness to technical presales teams for new solution offers. Enable readiness through supporting materials, readiness roadmaps,

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17
Q

Describe the role of the Technical Lead? (CDW Services)

A

The TL provides input and guidance to the full engineering staff. They assist with project resource scheduling. They are responsible for associates and engineer development in the area of consulting and engineering

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18
Q

Explain how Configuration Services supports the client’s business need (CDW Services)

A

CS - customizes hardware and software product solutions for customers across the US and Canada. We provide hardware integration, software imaging and installation and asset tagging through our state-of-the-art configuration centers

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19
Q

Explain how Field Services supports the client’s business need? (CDW Services)

A

This is our role. Field Services designs and implements complex IT solutions for customers across the US and Canada

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20
Q

Explain how Partner Services supports the client’s business need? (CDW Services)

A

They install and support IT solutions for customers across the US and Canada. We provide onsite installation services, help desk services, break-fix services and other support services through a certified third-party services network

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21
Q

Explain how Managed Services supports the client’s business need? (CDW Services)

A

They operate complex IT solutions for customers across the US and Canada. We provide managed cloud services, managed hosting services and remote managed services

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22
Q

Explain how Aggregation Services supports the client’s business need? (CDW Services)

A

They provide access to data, cloud and voice solutions for customers across the US and Canada. We provide design, sourcing, contract negotiations and implementation services through a certified third – party network of data center partners.

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23
Q

Explain how Warranty Services supports the client’s business need? (CDW Services)

A

They provide access to live technical experts and resources for customers across the US and Canada. We provide product maintenance contract services to help customers resolve critical technical issues

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24
Q

Explain how Associate Role fits into ITS strategy and how Associates impact the business (CDW Services)

A

We are trained in the latest technologies, so we are experts in our field, and CDW invests in us and our success. Provide a lower cost versus a senior engineer on a project

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25
Q

What are the six services that CDW offers our customers? (CDW Services)

A 
Configuration Services
Field Services
Partner Services
Managed Services
Aggregation Services
Warranty Services
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26
Q

Describe how to work with the PC/TL/SDM team to keep busy? (CDW Services)

A

Project connect. Make sure your PC/TL/SDM know your skills and schedule. Ask other engineers if there is any work, they could use help on.

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27
Q

Who is an ATAE in your office and describe their role? (CDW Services)

A

Ken Sellers. They utilized the expertise of the FSA and engineers to sell products to the customer. They are project focused as well. Someone who can put it all together and

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28
Q

Who is an FSA in your office and describe their role? (CDW Services)

A

Matt Holbrook – provide the AE and ATAE with the technology insight to make the sales job easier and push the technology. Territory – Region (Ohio/Kentucky/DC/ - focus on UCCE opportunities)

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29
Q

Who is your RC and what is their role? (CDW Services)

A

Shoshana Bernard-Donals – Soon will transition over to Kim Mahaney
She aligns to an SDM and is accountable for the act of resource fulfillment with badged coworkers and partner engineers. She also manages engineer schedules and drives engineer utilization. Also supports engineer development goals and publishes resource availability to appropriate stakeholders (CEM, CES, PM, sales)

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30
Q

How do you build rapport with a Driver style client? (Social Styles)

A 
Respect their time
Stick to facts
Follow up on promises
Show your competence
Earn their trust
Let them have some control
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31
Q

How do you build rapport with an Analytical style client? (Social Styles)

A 
Take your time
Communicate clearly and concisely
Don’t pressure for answers
Respect their process
Ask directly for their feedback
Give them space
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32
Q

How do you build rapport with an Amiable Style client? (Social Styles)

A 
Approach conflict carefully
Get to know them
Consider their perspectives
Draw out their opinions
Handle issues in private
Always be courteous
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33
Q

How do you build rapport with an Expressive Style client? (Social Styles)

A 
Laugh with them
Listen to their opinions
Think big picture
Recognize their contributions
Lighten up
Form a friendship
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34
Q

Describe the characteristics of an effective team (Teamwork)

A 
Have a shared goal
Demonstrate respect for one another
Build a positive rapport with each other
Act with the team in mind, not just you
Deliver to the best of your ability
Help each other achieve the goal
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35
Q

What is the primary focus of the ACE team? (Teamwork)

A

Progressing through the outlined technical/consulting curriculum and passing the associated board exams

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36
Q

What is the primary focus of your regional or national team? (Teamwork)

A

Ensure that the products/services in our geography (national for Security) are aligned and meeting customer needs and CDW revenue goals

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37
Q

What is the primary focus of practice team? (Teamwork)

A

Ensuring that the services in our area of focus (InfoSec/NetSec specifically) are aligned and meeting customer needs and CDW revenue goals

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38
Q

What is the primary focus of the project team? (Teamwork)

A

Ensuring whatever project is being worked on is delivered on time, under budget, and to customer satisfaction

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39
Q

What are some strategies you could use with Troubleshooting a problem? (Troubleshooting)

A

The order of things. The expression “there’s more than one way to skin a cat” nicely summarizes the “change the order” Troubleshooting strategy. The concept is to alter the sequence of steps being taken when starting up, configuring, or operating a machine
Skillfull questioning: See Articles
Bare Bones: comment outlines of a config and add them back in one line at a time
Duplicate the problem: duplication is the ability to reliably recreate a particular failure condition. The word “reliable” is key: it should be something you can summon forth on demand every time.
Defaults and Reboots: a crude but useful way to determine if the machine is functional is to restore the default settings.
Change just One thing: If you want to understand cause and effect, only change one thing at a time.
Half Splitting: by splitting your problem space in half multiple times, you can swiftly isolate a failure.

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40
Q

Describe how you might get started on Troubleshooting an issue. (Troubleshooting)

A

Duplicate the problem - because replicating the problem allows you to start a loop where you 1) Try something 2) Test to see if the failure is still present
Basic Inspection – physical inspection (smoke, connections secure) or logical inspection (i.e. logs)
Routine Maintenance – Latest patches, OS, etc
Read the freaking manual – often there are trouble shooting guides from the manufacturer
The Google – it is likely your problem is not unique – others have likely solved the problem and documented in a forum or even youtube
What’s changed - Can you roll back recent changes?

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41
Q

What are some characteristics of a great troubleshooter? (Troubleshooting)

A

Skepticism - When it comes to Troubleshooting, skepticism is a virtue. Train yourself to say these words:“show me.”Even better,“What exactly are you unable to accomplish?”
Listening - Listening while guiding someone to give a useful account is a delicate balance of letting them speak, while alsoleading the person to tell you what you need
Curious - Troubleshooting favors the curious. A burning desire to learn and ask questions is a natural complement to fixing things
Logical (Think Out of your Vulcan mind - Always remember the difference betweengood sounding reasonsandsound good reasoning)
Being organized - Difficult problems will require you to create your own structure around the Troubleshooting process
Systematic - Troubleshooting can be a real grind: there will be times when you’ll need to tediously examine a long list of possibilities, one by boring one
Detail Oriented - When Troubleshooting, the devil is in the details. the ability to track a project on a micro-level will be useful for those complex problems that will sprawl out and stay a long while, like a bad houseguest
Creativity - Troubleshooting is about making something work again; most of the time, no one will carehowyou make it work again
Be Present - When it comes to Troubleshooting, I can think of no better example of a “unifying action” than being present while you solve problems
Setting Boundaries - The problem is that if you assert you can fix something, most people will believe you. It takes two to tango
So, before you reach the “point of no return,” stop and ask some important questions:
Will repairing this system require downtime? If so, who will be affected?
How long will this repair take? What if it’s not completed on time?
What are the risks of attempting this repair? Can it be reversed and what are the steps to get back to where I started?
What if I am unable to complete the repair?

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42
Q

Why is time management important? (Work Life Harmony)

A 
Time is Limited - 24 hours in a day
You can accomplish more with less effort
Improve decision-making ability
Reduce Stress
Free time is necessary
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43
Q

What are the 4 domains of life that we discussed we should strive to bring into alignment? (Work Life Harmony)

A

Self, Family, Work, Community

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44
Q

What are the three principles we described for integrating work and life? (Work Life Harmony)

A

Be Real - To act with authenticity by clarifying what’s important to you
Be Whole - Act with integrity by recognizing how the different parts of your life affect each other
Be Innovative - Act with creativity by experimenting with how things get done in ways that are good for you and for the people around you

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45
Q

Describe the urgent/important Matrix. Where should we try to focus our attention? (Work Life Harmony)

A

Urgent Important Matrix is a simple but effective tool for prioritizing your to-do list based on the level of urgency and importance of each task
We should focus on the Important not Urgent quadrant
Opportunity + Planning
Keep Critical Thinking
Consider the Macro

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46
Q

Describe the concept of the circle of control and circle of concern (Work Life Harmony)

A

The inner most circle is the Circle of Control. This is the circle where you have the most ability to own and impact the results. This might be who you hire, how you plan your morning routine, when you check email, how often you exercise
The outer most circle is the Circle of Concern. This is the hardest one to deal with at times. We all have concerns that we have limited ability to fix. Examples include—National Healthcare, our taxes, strategy of our company, or Board Decisions. The challenge here is to make peace with the fact that you might not like the outcomes, but you also do not have time and energy to invest in all the things you have concerns about

47
Q

Briefly discuss the skills illustrated by Tom Tierney: Be Real: Envision Your Legacy, Be Whole: Weave Disparate Strands, Be Innovative: See New Ways of Doing Things (Work Life Harmony)

A

Be Real: Envision Your Legacy
Form an optimistic and realistic picture of the future you want to create (Visualization of 5,10,20 years out)
Continually self-examine yourself​ (Journaling can provide the insight necessary to achieve your legacy)
Stay true to your core values and what matters for you (Tierney gave up a lg salary to pursue philanthropic interests​)
Be Whole: Weave Disparate Strands
Intertwine various aspects of life in some way​ (This includes work, family, hobbies, etc)
Be physically and psychologically present in moments (at a kids event, don’t look at company email)
Help others intertwine aspects of their lives so they can achieve harmony as well​ (Volunteer work, mentorship)
Be Innovative: See New Ways of Doing Things
Constantly question old habits and change them to meet life’s demands (Find new ways to perform/automate tasks)
Be willing to try new things​
Keep an open mind and positive attitude (No experience is ever a bad experience)
Stay disciplined​

48
Q

Briefly discuss the skills illustrated by Sheryl Sandberg: Be Real: Convey Values with Stories, Be Whole: Build Supportive Networks, Be Innovative: Resolve Conflicts among Domains (Work Life Harmony)

A

Be Real: Convey Values with Stories
Share stories that have influenced who you are
Make authentic connections
Opening up to others show healthy vulnerability
Be Whole: Build Supportive Networks
Give others an opportunity to try, do and succeed for themselves
Strengths are found in networks that have a diverse membership
Subordinates will be more forgiving of your shortcomings if they trust your motives
Be Innovative: Resolve Conflicts among Domain
Because what works for somebody else, or even the majority of people may not be what actually works for you
Be willing to try something different and leaning on your support group
Have clearly defined goals for being flexible on you accomplish them

49
Q

What is the objective of a CKOM and describe the process? (Intro to Consulting)

A

Confirms the scope of the project with the customer and sets expectations, Items to be delivered, Site assessment, Current environment, and network diagrams

50
Q

What is the objective of an IKOM and describe the process? (Intro to Consulting)

A

Hand off from sales to delivery team. Goals of the project. SOW review/BOM review. Make sure everything is correct.

51
Q

Describe the discovery process? - Engagement Methodology (nt) (Intro to Consulting)

A

Understand the client’s environment. Physical profile, Organizational Profile, current state of client’s infrastructure, Standards, Limitations, Issues/Risk.

52
Q

Describe the planning process? - Engagement Methodology (nt) (Intro to Consulting)

A

What do we want the new environment to do? Requirements for each component or system. Document prioritize, and Review for approval

53
Q

Describe the design review process? - Engagement Methodology (nt) (Intro to Consulting)

A

It is documented and shared with the stakeholders. Discuss options not chosen and why we are going forward with the chosen option. Review and gain approval/client sign off (written approval is preferred)

54
Q

Describe the design process? - Engagement Methodology (nt) (Intro to Consulting)

A

Be the trusted adviser. We advise, they decide. Customer owns their design. Achieve your consensus

55
Q

Describe the Installation process? - Engagement Methodology (nt) (Intro to Consulting)

A

Build and Test: Develop a test plan. Build test environment to prove your concept. Execute test plan document

56
Q

Describe the Implementation process? - Engagement Methodology (nt) (Intro to Consulting)

A

We build the clients production environment
Run Regression Test
Run a pilot to ensure everything is working as planned and impacts are minimal
Final Updates to document
Rollover/Cutover Migration Activities
Transfer knowledge/Training and communications
Issue Resolution

57
Q

Describe the project closure process? - Engagement Methodology (nt) (Intro to Consulting)

A

Activate Formal turnover to the client, Closure meeting with the client, CDW team internal closure, Close out project in ChangePoint, Project Coordination with the team. Loop back to sales, lessons learned, Archive client’s documentation

58
Q

Describe the benefits of using the Engagement Methodology? (Intro to Consulting)

A

Enables continued experience to the customer across multiple projects. Lays out each phase to ensure project success

59
Q

Define passive versus active shadowing? (Intro to Consulting)

A

Passive - Sit and observe job or skill, ask mentor questions
Active - Perform tasks under supervision, takes notes & Documents your steps, mentor asks you questions/you ask mentor questions.

60
Q

What are visible ways you can assure the client that you take the governance and security seriously? (IT Governance)

A

Always respect the client’s data security needs. Lock your laptop when away. Keep confidential info confidential. Abide by the client’s security policies.

61
Q

Describe why composure is important to a customer? (Intro to Consulting)

A

Builds trust, gives confidence in your ability. Ensures they made the right decision in hiring you.

62
Q

Explain how to set clear expectations with a customer? (Intro to Consulting)

A

Cover expectations during the design process. Discuss expectations before work starts.

63
Q

Describe how to effectively manage time on a project? (Intro to Consulting)

A

Do research, know where you have to go or be. View the services calculator. Let PM know if not enough time was allotted. Make sure you log your time daily.

64
Q

Explain the importance of meeting deadlines? (Intro to Consulting)

A

Keeping customers happy, maintaining deadlines helps in consistency, dependability, and trustworthiness. Also helps you to keep your job.

65
Q

Explain how to properly report project status to a project manager? (Intro to Consulting)

A

Be precise about the week’s events, what went wrong and right. When you started, what you did, when did you finish, what risks were involved, next steps, client involvement

66
Q

Explain why we use design templates? (Intro to Consulting)

A

It saves time and enables a consistent appearance with results.

67
Q

Name the CDW design resources and identify where to find them? (Intro to Consulting)

A

One Note, Wiki, SharePoint Best practice design document Template version recommendations.

68
Q

Describe where to find best practice guides, templates and tools? (Learning Resources)

A

Wiki, SharePoint, Vendor Websites

69
Q

Describe the components of a test plan? (Learning Resources)

A

Test objective, Test procedure, Expected Results, Observed Results, Results Summary, Comments

70
Q

What required training will you find in SkillSoft (Learning Resources)

A

Online Consulting skills customized for the ACE phase 1 and 2

71
Q

What are some way’s to demonstrate professional behavior at the client site? (Intro to Consulting)

A

Follow dress code
Use IKOM to learn expectations regarding professionalism
Use co-worker handbook as road to success
PM/PC will help in the preparation of client site and culture

72
Q

Describe the importance of timely email follow-ups (Intro to Consulting)

A

A show of respect
It shows the client is important
Let’s the client know you are on top of any issue
Remember you are on the same team

73
Q

How often should you update your Professional Bio?(Bio)

A

Every time you complete a project and achieve a certification

74
Q

Who is the target audience of Your Professional Bio?(Bio)

A

The SDM and RC

75
Q

Describe the Technology Leadership capability (Capabilities)

A

Someone who works to develop and share both depth and breadth of technical solutions with customers and team members and evaluates and mitigates or escalates risk. And guides customers in their technology decision making

76
Q

Describe the Resource Management capability (Capabilities)

A

Someone who understands and executes on administrative responsibilities that are necessary to manage resources to include project scope and size and recognize the resources required to successfully complete the project. And all other CDW engagements and opportunities active or proposed with customer

77
Q

Describe the coaching and developing others capability (Capabilities)

A

A person who sets a good example in professionalism, consulting mindset, and service delivery team. Someone who readily shares knowledge with other engineers and customers on engagements in order to achieve quality results

78
Q

Describe the financial oversight capability (Capabilities)

A

A person who is responsible for accurate and timely time and expense entry. Someone who is responsible to understand and achieve budget for assigned tasks. And understands and can articulate CDW’s services financial key performance indicators

79
Q

Describe the customer interaction capability (Capabilities)

A

Someone who ensures quality completion of their assigned tasks and how it applies to overall customer satisfaction. A person who can build trust relationships with customer. And understands the customers’ business

80
Q

Describe the project supervision and independence level capability (Capabilities)

A

Someone who routinely works independently on all aspects of less complex engagements as assigned and leads portions of more complex engagements to successful completion without supervision (scale, feature set, customer profile – size, geography, etc. solutions and technologies)

81
Q

Describe the project management capability (Capabilities)

A

A person who can proactively identifies and communicates obstacles and dependencies that will impact deliverables. Manages time and expenses to meet or exceed the expectations in the Statement of Work or other contractual agreement and understands what is and is not in scope

82
Q

Describe the escalation capability (Capabilities)

A

A person who can make wise judgments about when to escalate a task, concern, or issue to the appropriate personnel

83
Q

Describe the CDW Engagement Methodology capability (Capabilities)

A

Basically, it is someone who consistently follows CDW Services methodology and uses the appropriate document templates to produce clear, concise, high quality content deliverables with little supervision. And can articulate the CDW Services methodology to coworkers and customers

84
Q

Describe the Design capability (Capabilities)

A

Someone who follows CDW best practices and takes responsibility for development and implementation of the entire design. Also, approves final design for less complex solutions and performs design review with the customer for sign-off

85
Q

Describe the Testing capability (Capabilities)

A

An individual who conducts testing according to test plan and proactively addresses issues found in testing

86
Q

Describe the Sales capability (Capabilities)

A

Someone who listens and observes in the customer environment for additional opportunities and attend sales huddle when they have white space. They also provide input to Solution Architects and Sales to share customer knowledge and direction

87
Q

Describe the Communication capability (Capabilities)

A

A person that independently writes assigned components of technical documentation and deliverables, end user documents and best practices for end-user and project team. And writes clearly and concisely but may rely on others for editing and refinement. They are effective and comfortable with face-to-face and remote meeting technology

88
Q

Describe the meeting participation and leadership capability (Capabilities)

A

Someone who participates actively and constructively in external and internal meetings and comes prepared for the meeting (i.e. have an agenda, be on time, clear goals and appropriate attendees). They also provide recaps of meeting outcomes and key decisions verbally and in writing when leading meetings

89
Q

Describe the Teamwork capability (Capabilities)

A

Someone who proactively offers assistance and readily lends a hand when team members need help. They encourage customer participation in project activities. And recognize the different roles and expectations on a project team and how you fit

90
Q

Describe the knowledge sharing / training capability (Capabilities)

A

A person that can transfers knowledge to customers in an informal structure. Also, readily shares knowledge with team members

91
Q

Explain what to do if you don’t have a Changepoint project code by the time entry deadline and you did work on the project. (Changepoint)

A

Send an email to their Professional Services Manager and ChangepointAdministration@cdw.com prior to the scheduled deadline.
The email must include
a description of the time entry issue
the customer name and type of work being performed (e.g. Cisco wireless Troubleshooting); also include the engagement name (if it is known)

92
Q

You spend 8 hours on-site with a client. You spend 2 hours researching while on site, how to deploy the solution. You also spend 1 hour responding to other non-related email. How would you enter your time for this day? (Changepoint)

A

Since the remaining time is more than 4 hours, this time is considered billable
The 2 hours would fall under the research activity for the customer and would be considered 2 hours of non- billable time towards the project
The 1 hour spent responding to non-related emails will be considered non-billable against the project

93
Q

How often can you enter and submit your time? (Changepoint)

A

You can submit your time daily, if desirable, but once submitted you cannot change the submitted time

94
Q

What Expense type should you use for non - project expenses? (Changepoint)

A

CDW Internal Only

95
Q

Describe the Changepoint expense reporting process? (Changepoint)

A

We create an expense report in changepoint. Anything over $25 has to be submitted with a picture of the receipt. We can pick to have the money reimbursed to our corporate card or cash in our bank account. Expenses can be submitted immediately but no later than the end of the month

96
Q

Describe the ACE compensation plan (Expectations)

A

Associate Salary Plan
Associates are eligible for salary reviews every 6 months after completing Phase 2
You will receive five semi-annual salary reviews
After promotion to Engineer, Associate Grads will remain on Associate Salary plan until the five semi-annual salary reviews are completed
After fifth semi-annual salary review, you will transition to annual salary reviews (consistent with Engineer plan)
Associate Bonus Plan
Associates are eligible for Bonus, but typically not achieved until phase 3
Plan provides financial incentive for high performance and is aligned with company goals
Is paid out every quarter

97
Q

What is the minimum capabilities score to take the phase 1 board exam? (Expectations)

A

20

98
Q

What are your billable utilization goals for each phase? (Expectations)

A

Phase 1 - 0%; Phase 2 - 25% and Phase 3 - 50%

99
Q

Briefly describe the 4 ways to grow perseverance (Growing Perseverance)

A
  1. Passion - become more satisfied with your work
  2. Practice - improve skills/habits bit by bit and get closer to your goals or set new ones
  3. Purpose - know why and for who you are doing things for
  4. Hope - keep the big picture in mind and believe it is attainable
100
Q

Define Reverse shadowing (Intro to Consulting)

A

You’ll lead the task while your mentor observes. You’ll describe the process and steps as you go. Your mentor will likely ask you questions (and some may be tough) to check your understanding

101
Q

Define Parallel shadowing (Intro to Consulting)

A

You conduct certain tasks in a test environment. This is usually under the supervision of your TL. It’s an opportunity to do more tasks independently and not worry about taking down a customer’s IT environment. You can compare results to the customer deliverable

102
Q

Describe the benefits of preparing for a project (Intro to Consulting)

A

It demonstrates respect for your client’s decisions, project team members, and the ability to work together to meet the client’s goals. Aligns expectations related to timing, costs, and deliverables. Understand the business and business needs of the customer. Understand your role in meeting customer needs

103
Q

Describe the 5 levels of active listening (Intro to Consulting)

A
  1. Acknowledgment -“Uh huh,” “Mmmmm,” “I” “see”
  2. Repetition - repeat what they say e.g. “Three hours is a long time.”
  3. Follow-on Questions - “Can you give me an example?”
  4. Summarize/Paraphrase - “If I heard you right,…..
  5. Empathic Listening - “That has to be stressful.”
104
Q

Describe the 4 steps in making a great first impression (Intro to Consulting)

A

Prepare - Do your homework; Prepare talking points
Avoid the Blunders - Learn the blunders; Assess yourself and improve
Create a Common Bond - Look for clues; Small talk is gold
Follow up - Personal note; Connect on social media

105
Q

How would you research a client’s business and why is this important to each project? (Intro to Consulting)

A

I would contact the Sales team or search LinkedIn, Google, SOW/BOM
By gaining preliminary knowledge of the customer it will help identify potential connections and commonalities that you can bridge in the initially CKOMs. Plus, you have a better understanding of what the customer offers and potential needs

106
Q

What type of content should be on a weekly status update for a project? (Intro to Consulting)

A

Completion status, technical issues, relationship issues, time issues, risks, concerns, solutions

107
Q

When preparing to go onsite with a client for the first time, what are some things you can do to ensure you show professionalism and etiquette to that customer? (Intro to Consulting)

A

Be professional. No slang words or shorthand. Dress appropriately to the client’s environment or a step above. Keep information confidential. Be on time

108
Q

What are some reasons why a client would hire us? (Intro to Consulting)

A
  1. Lack technical expertise
  2. Lack business experience
  3. Lack confidence
  4. Need independent verification
  5. Need to focus their current staff
  6. Need more help
  7. Self-doubt in their abilities
109
Q

Describe the 5 step meeting process. (Intro to Consulting)

A
  1. Plan - what topic(s) will be discussed, who should be invited, how you want the meeting to go
  2. Start - Set a precidence of how the meeting will go from start/finish
  3. Conduct - Discuss topics and start on point. Avoid the “weeds” and wrangle in and distractions
  4. Close - be cognizant of the time and allow queston, but end on time
  5. Send out follow up communication with meeting notes and topic of disucssion for next meeting
110
Q

While implementing a solution for a client, a production network (server for MS) went down. The customer is very upset, how do you handle the customer in this situation? (Intro to Consulting)

A

Every corporation has outages. It is how you handle them that separates one business from another. Cisco has kept its users in the information loop by means of third party social media outlets while they work diligently on the problem. I have full confidence in their ability to rectify the issue(s). Additionally, this might be the result of operator error” and not necessarily equipment malfunction. This is why CDW ensures that highly trained and skilled engineers are on site and apart of your IT projects

111
Q

What do our clients want from you? (Intro to Consulting)

A

Can they solve my problem(s)?
Can I trust this person?
Will they “fit in?”

112
Q

Why is it important for engineers to know about governance and date security? (IT Governance)

A

As coworkers, your day-to-day actions and attitude about security and compliance have a direct, meaningful impact on the protection of CDW and Customer data
While CDW might not process sensitive information such as credit card data, healthcare data, or personally identifiable data, we have customers that do. Through the services we provide and access we’re given to perform those services, we could have the ability to affect our customer’s security
As a result, CDW is contractually obligated and adheres to various industry best-practices and standards. CDW is also in some cases audited by 3rd parties to validate operations and performance against those standards. Applicable standards and frameworks include compliance assessments and reports around PCI, HIPAA, SOC2, ISO27001, NIST, GDPR, and more

113
Q

Describe the Problem Solving and Decision Making capability (Capabilities)

A

This person performs troubleshooting with testing methodologies by gathering information and determining possible and probable causes. They keep management abreast of significant problems or red flags

114
Q

Explain the problem solving methodology

A 
Identify and analyze the problem
Generate options
Evaluate / prioritize options
Create a plan of action
Implement the plan and evaluate the result
Perform root cause analysis

CDW Consulting Skills Matrix (1 decks)

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