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 cleanup tickets

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

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

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

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

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