1. Gather information on existing solution/application
2. Provide information on available cloud products and services
3. Develop migration plan for new customers

1. Estimate timelines to completion
2. Track and coordinate activities of service units (technical, accounting, contracting, etc.)
3. Report on status outcomes internally and externally

1. Communicate with customers to identify and scope issues
2. Determine appropriate resolution tier (resolve or escalate)
3. Gather information from customers as needed to demonstrate the problem or determine appropriate fix
4. Test and implement fix
5. Manage customer account access and authenticate identity
6. Communicate with customers on resolution, how to avoid recurrence, and any future action items

1. Create and configure hosting, storage, and computing accounts in cloud services
2. Access and transfer data between systems and services
3. Write basic scripts to facilitate configuration and updates to cloud accounts
4. Use shell scripts to automate common tasks
5. Troubleshoot availability and performance issues
6. Coordinate with engineering team for more complex issues requiring escalation

1. Work within existing task assignment and record-keeping systems
2. Open, respond, manage and close tickets
3. Document resolution information
4. Update documentation on configuration and status of servers
5. Research past resolutions and clean up notes/records on architecture and data flow diagrams or related documents

1. Perform other duties as assigned

1. Client Interaction • Professional communication skills • Ticketing systems and maintaining records • Task/schedule management • Sales training • Contract and invoice process overview (i.e., when and how to refer to contracting/accounting) • How to estimate project timelines • When to call an internal engineer for support 2. Understanding cloud-based products • Technical overview of distributed computing • Intro to vendor-specific tools (e.g., Amazon AWS, Microsoft Azure) • Configuring cloud hosting and containers for new accounts • Leveraging the client engineering and technical team for transition 3. Migrating legacy applications to cloud solutions • Project/pilot testing techniques • Build the foundation for scaling applications • Create a “landing zone” (preconfigured, secured, multi-account cloud environment) • Migrate: port and test code, make adaptations to connect to new or relocated data stores, sync data to avoid any gaps, deploy to production environment, re-test and monitor performance • Train users on new processes, interfaces, or capabilities of cloud-enabled application

1. Network Architecture • Explain the functions and applications of various network devices • Compare and contrast the use of networking services and applications • Install and configure networking services & applications • Explain the characteristics and benefits of WAN (Wide area Network) solutions • Install and terminate various cable types and connectors using appropriate tools • Differentiate between common network topologies • Differentiate between network infrastructure implementations • Given a scenario, implement and configure the appropriate addressing schema • Explain the basics of routing concepts and protocols • Identify the basic elements of unified communication technologies • Compare and contrast technologies that support cloud and virtualization • Given a set of requirements, implement a network 2. Network Operations • Given a scenario, use appropriate monitoring tools • Given a scenario, analyze metrics and reports from monitoring and tracking performance tools • Given a scenario, use appropriate resources to support configuration management • Explain the importance of implementing network segmentation • Given a scenario, install and apply patches and updates • Given a scenario, configure a switch using proper features • Install and configure wireless LAN (Local Area Network) infrastructure and implement the appropriate technologies in support of wireless capable devices 3. Network Security • Compare and contrast risk related concepts • Compare and contrast common network vulnerabilities and threats • Given a scenario, implement network hardening techniques • Compare and contrast physical security controls • Given a scenario, install and configure a basic firewall • Explain the purpose of various network access control models • Summarize basic forensic concepts 4. Troubleshooting - Given a scenario: • Properly implement network troubleshooting methodology • Analyze and interpret the output of troubleshooting tools • Troubleshoot and resolve common wireless issues • Troubleshoot and resolve common copper cable issues • Troubleshoot and resolve common fiber cable issues • Troubleshoot and resolve common network issues • Troubleshoot and resolve common security issues • Troubleshoot and resolve common WAN issues 5. Industry Standards, Practices and Network Theory • Analyze a Scenario and determine the corresponding OSI (Open Systems Interconnection) layer • Explain the basics of network theory and concepts • Deploy the appropriate wireless standard • Deploy the appropriate wired connectivity standard • Implement the appropriate policies and procedures • Summarize safety practices • Install and configure equipment in the appropriate location using best practices • Explain the basics of change management procedures • Compare and contrast the following ports and protocols • Configure and apply the appropriate ports and protocols

1. System Architecture • Determine and configure hardware settings • Boot the system • Change runlevels/ boot targets and shut down or reboot system 2. Linux installation and packet management • Design hard disk layout • Install a boot manager • Manage shared libraries • Use Debian package management • Use RPM and YUM package management 3. GNU and UNIX Commands • Work on the command line • Process text streams using filters • Perform basic file management • Use streams, pipes and redirects • Create, monitor and kill processes • Modify process execution priorities • Search text files using regular expressions • Perform basic file editing operations using vi 4. Devices, Linux Filesystems, Filesystem Hierarchy Standard • Create partitions and filesystems • Maintain the integrity of filesystems • Control mounting and unmounting of filesystems • Manage disk quotas • Manage file permissions and ownership • Create and change hard and symbolic links • Find system files and place files in the correct location 5. Shells, Scripting and Data Management • Customize and use the shell environment • Customize or write simple scripts • SQL data management 6. User interfaces and Desktops • Install and configure X11 • Setup a display manager • Accessibility 7. Administrative Tasks • Manage user and group accounts and related system files • Automate system administration tasks by scheduling jobs • Localization and internationalization 8. Essential System Services • Maintain system time • System logging • Mail Transfer Agent (MTA) basics • Manage printers and printing 9. Networking Fundamentals • Fundamentals of internet protocols • Basic network configuration • Basic networking troubleshooting • Configure client side DNS 10. Security • Perform security administration tasks • Setup host security • Securing data with encryption

• Understand Core Database Concepts • Create Database Objects • Manipulate Data • Understand Data Storage • Administer a Database • Implement transactions

• Describe the basic architecture and concepts of SQL Server • Understand the similarities and differences between Transact-SQL and other computer languages • Write SELECT queries • Query multiple tables • Sort and filter data • Describe the use of data types in SQL Server • Modify data using Transact-SQL • Use built-in functions • Group and aggregate data • Use subqueries • Use table expressions • Use set operators • Use window ranking, offset and aggregate functions • Implement pivoting and grouping sets • Execute stored procedures • Program with T-SQL • Implement error handling • Implement transactions

• Programming Basics • Using the Python interpreter • Elementary syntax (variables, operators, strings, arrays) • Code management and security best practices 1. System Environments • Revisit command line tools, Bash • Working in the Linux shell environment • Grep, pipes, and accessing system data from the command line • Assigning executable attributes to *.py files 2. Python Scripting • Python types (mutable vs. immutable), expressions, and None • Using string literals • Statements (e.g., if/elif/else, for, pass, continue) • Assignment semantics • Write and call simple functions • Read and write from text files (logs, data dumps) • Python Standard Library • Networking frameworks and tools (Sockets, Twisted, Telnet) • Crawling and scraping using Python scripts