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

Completion of the CompTIA Network+ Certification or comparable training as agreed to by employer

Completion of the CompTIA Linux+ Exam or comparable training as agreed to by employer

Completion of the cloud platform specific (AWS, GCP, Azure, etc) Certification as agreed to by employer

1. Networking Concepts a. Explain the purposes and uses of ports and protocols. b. Explain devices, applications, protocols and services at their appropriate OSI layers. c. Explain the concepts and characteristics of routing and switching d. Given a scenario, configure the appropriate IP addressing components. e. Compare and contrast the characteristics of network topologies, types and technologies. f. Given a scenario, implement the appropriate wireless technologies and configurations. g. Summarize cloud concepts and their purposes. h. Explain the functions of network services. 2. Infrastructure a. Given a scenario, deploy the appropriate cabling solution. b. Given a scenario, determine the appropriate placement of networking devices on a network and install/configure them. c. Explain the purposes and use cases for advanced networking devices. d. Explain the purposes of virtualization and network storage technologies. e. Compare and contrast WAN technologies. 3. Network Operations a. Given a scenario, use appropriate documentation and diagrams to manage the network. b. Compare and contrast business continuity and disaster recovery concepts. c. Explain common scanning, monitoring and patching processes and summarize their expected outputs. d. Given a scenario, use remote access methods. e. Identify policies and best practices. 4. Network Security a. Summarize the purposes of physical security devices. b. Explain authentication and access controls. c. Given a scenario, secure a basic wireless network. d. Summarize common networking attacks. e. Given a scenario, implement network device hardening f. Explain common mitigation techniques and their purposes. 5. Network Troubleshooting and Tools a. Explain the network troubleshooting methodology. b. Given a scenario, use the appropriate tool c. Given a scenario, troubleshoot common wired connectivity and performance issues. d. Given a scenario, troubleshoot common wireless connectivity and performance issues e. Given a scenario, troubleshoot common network service issues.

1. Hardware and System Configuration a. Explain Linux boot process concepts. b. Given a scenario, install, configure, and monitor kernel modules. c. Given a scenario, configure and verify network connection parameters. d. Given a scenario, manage storage in a Linux environment. e. Compare and contrast cloud and virtualization concepts and technologies. f. Given a scenario, configure localization options. 2. Systems Operation and Maintenance a. Given a scenario, conduct software installations, configurations, updates, and removals. b. Given a scenario, manage users and groups. c. Given a scenario, create, modify, and redirect files. d. Given a scenario, manage services. e. Summarize and explain server roles. f. Given a scenario, automate and schedule jobs. g. Explain the use and operation of Linux devices. h. Compare and contrast Linux graphical user interfaces. 3. Security a. Given a scenario, apply or acquire the appropriate user and/or group permissions and ownership b. Given a scenario, configure and implement appropriate access and authentication methods. c. Summarize security best practices in a Linux environment. d. Given a scenario, implement logging services. e. Given a scenario, implement and configure Linux firewalls. f. Given a scenario, backup, restore, and compress files. 4. Linux Troubleshooting and Diagnostics a. Given a scenario, analyze system properties and remediate accordingly. b. Given a scenario, analyze system processes in order to optimize performance. c. Given a scenario, analyze and troubleshoot user issues. d. Given a scenario, analyze and troubleshoot application and hardware issues. 5. Automation and Scripting a. Given a scenario, deploy and execute basic BASH scripts. b. Given a scenario, carry out version control using Git. c. Summarize orchestration processes and concepts.

1. Introduction to SQL Databases 2. SQL Queries 3. Joining Tables and Subqueries 4. Modifying SQL Data, Scalar Functions, and Metadata 5. Working with SQL Database Objects 6. SQL Stored Procedures, Views, and Common Table Expressions 7. SQL Security; Transactions and Concurrency 8. NoSQL Databases Overview 9. Document Databases Overview and MongoDB 10. Key-Value Stores Structure and Data Types

1. Threats, Attacks and Vulnerabilities a. Given a scenario, analyze indicators of compromise and determine the type of malware. b. Compare and contrast types of attacks. c. Explain threat actor types and attributes. d. Explain penetration testing concepts. e. Explain vulnerability scanning concepts. f. Explain the impact associated with types of vulnerabilities. 2. Technologies and Tools a. Install and configure network components, both hardware and software-based, to support organizational security. b. Given a scenario, use appropriate software tools to assess the security posture of an organization. c. Given a scenario, troubleshoot common security issues. d. Given a scenario, analyze and interpret output from security technologies. e. Given a scenario, deploy mobile devices securely. f. Given a scenario, implement secure protocols. 3. Architecture and Design a. Explain use cases and purpose for frameworks, best practices and secure configuration guides. b. Given a scenario, implement secure network architecture concepts. c. Given a scenario, implement secure systems design. d. Explain the importance of secure staging deployment concepts. e. Explain the security implications of embedded systems. f. Summarize secure application development and deployment concepts. g. Summarize cloud and virtualization concepts. h. Explain how resiliency and automation strategies reduce risk. i. Explain the importance of physical security controls. 4. Identity and Access Management a. Compare and contrast identity and access management concepts b. Given a scenario, install and configure identity and access services. c. Given a scenario, implement identity and access management controls. d. Given a scenario, differentiate common account management practices. 5. Risk Management a. Explain the importance of policies, plans and procedures related to organizational security. b. Summarize business impact analysis concepts. c. Explain risk management processes and concepts. d. Given a scenario, follow incident response procedures. e. Summarize basic concepts of forensics. f. Explain disaster recovery and continuity of operation concepts. g. Compare and contrast various types of controls. h. Given a scenario, carry out data security and privacy practices. 6. Cryptography and PKI a. Compare and contrast basic concepts of cryptography. b. Explain cryptography algorithms and their basic characteristics. c. Given a scenario, install and configure wireless security settings. d. Given a scenario, implement public key infrastructure.

1. Introduction to Python 2. Version Controlling Code 3. Basics of Programming 4. Python Basic Variables and Data Types 5. String Types 6. Lists & Dictionaries & Tuples 7. If, elif, else 8. Looping with “while” 9. Looping with “for” 10. Understanding Iterators 11. Getting Data In and Out of Python 12. Python List Comprehension 13. Creating Python Functions 14. Modules & Packages 15. Python Scope 16. Object Oriented Python

1. Cloud Concepts a. Cloud principles b. Cloud networking concepts c. Cloud storage technologies d. Cloud design 2. Business Principles of Cloud Environments a. Performing cloud environment assessments b. Financial Aspects of engaging a cloud provider c. Analyzing vendor relations in cloud adoptions d. Cloud service solutions benefits and trade-offs e. Compare and cloud migration applications 3. Management and Technical Operations a. Operating within the cloud b. Utilizing DevOps in cloud environments c. Reviewing and reporting on the financial expenditures 4. Governance, Risk, Compliance, and Security for the Cloud a. Recognize risk management concepts related to cloud services b. Explain cloud policies or procedures c. Identify the importance and impacts of compliance in the cloud d. Explain security concerns, measures, or concepts of cloud operations.