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					                                                                                                                                     Call Center Cohort (CCC)




                                                                  Credit Hrs   Seat Hrs
Call Center Cohort                                                        29         304
             INFO 1216             Call Center I                         4.5          44                                                                                                                                                                          INFO2985 Completion
                                                                                                                                                                                              Individual Classes
             INFO 1226             Call Center II                        4.5          44                                                                                                                                                                        Monitored Phone Calls Form
                                                                                                                                                                                  Yes/no on individual class if they pass or fail
             INFO 1010             Customer Service Skills               4.5          44                                                                                                                                                                                Statistics
             INFO 2285             Call Center Practicum I               4.5          44
             INFO 2286             Call Center Practicum II              4.5          44
             INFO 1005/INFO 1013   Keyboarding/Skillbuilding               2          40
             RDLS 1400             Employability Skills                  4.5          44

   Code            Course                                       Qual Card                                                   Competency                                      Know                                                Do                                          Exit
CCC 1.0    INFO 1005/INFO 1013     Students demonstrate to Coach or Instructor the ability to complete a 3- Students will understand and demonstrate    Student can explain the process of timings.       Student will use timings and skill building   Students complete a 3-minute timing at a
                                   minute timing at 33 wpm with 3 or less errors.                           the importance of typing skill and know how                                                   exercises to increase speed and accuracy.     rate of 33 WPM with no more that 3 errors.
                                                                                                            to improve it.


CCC 2.0    INFO 1010                                                                                      Students understand the importance of            Student can explain the Customer               Student demonstrates how to gather
                                                                                                          attracting, satisfying, and preserving loyal     Relationship Management (CRM) process to       customer information and satisfaction
                                                                                                          customers.                                       get and manage customers.                      validation.


CCC 2.1    INFO 1010                                                                                      Students use effective methods to assess         Students know the metrics to assess            Students demonstrate appropriate              Students define appropriate measures from
                                                                                                          customer satisfaction and expectations.          customer satisfaction.                         techniques to assess customer satisfaction.   the database or design a survey to measure
                                                                                                                                                                                                                                                        customer satisfaction.


CCC 2.2    INFO 1010                                                                                      Students demonstration how to identify           Students can explain customer needs and
                                   Students must demonstrate to Coach or Instructor an appropriate        areas that provide the best opportunities to     expectations and what are the visible
                                   understanding of customer care strategies and Customer Relationship    anticipate needs and exceed customer             identifiers
                                   Management (CRM).                                                      expectations.

CCC 2.3    INFO 1010                                                                                      Students demonstrate how to recognize the
                                                                                                          impact of management functions in creating
                                                                                                          and sustaining a customer service strategy.



CCC 2.4    INFO 1226                                                                                      Students demonstrate using appropriate
                                                                                                          customer care strategies.


CCC 3.0    INFO 1216                                                                                      Students recognize and describe the
                                                                                                          characteristics of an effective Call Center
                                                                                                          Environment.
CCC 3.1    INFO 1216                                                                                      Students demonstrate how to use call center Student describe the role of different fields
                                                                                                          data to meet management expectations        int eh Call Center database.
                                                                                                          including employee skill sets and
                                   Students demonstrate to Coach or Instructor an understanding of the    performance levels.
                                   Call Center environment and concepts necessary to operate it
CCC 3.2    INFO 1226               successfully.                                                          Students demonstrate appropriate attributes Students describe the make-up and
                                                                                                          of a call center team.                      attributes of a call center team.


CCC 3.3    INFO 1226                                                                                      Students demonstrate how to recognize
                                                                                                          work-related stress in a call center, research
                                                                                                          causes and apply stress-reducing strategies.

CCC 4.0    INFO 1010                                                                                      Students demonstrate how to recognize
                                                                                                          effective characteristics of electronic
                                                                                                          communication.
CCC 4.1    INFO 1010                                                                                      Students demonstrate how to use the
                                                                                                          effective written correspondence.
                                                                                                                            Call Center Cohort (CCC)




CCC 4.2   INFO 1216                                                                              Students demonstrate effective
                                                                                                 communication using traditional and
                                                                                                 electronic procedures.
CCC 4.3   INFO 1226                                                                              Students demonstrate effective verbal and
                                                                                                 written communication skills in a call center.

CCC 4.4   INFO 1226                                                                       Students demonstrate how to use call center
                                                                                          software to document typical customer
                      Students demonstrate to Coach or Instructor effective communication requests.
                      appropriate in a Call Center enviroment.
CCC 4.5   INFO 2985                                                                       Students demonstrate how to recognize and
                                                                                          apply appropriate responses to customer
                                                                                          interactions as they pertain to a broad call
                                                                                          center customer base.

CCC 4.6   INFO 2985                                                                              Students demonstrate effictive verbal and
                                                                                                 written communications appropriate for a
                                                                                                 call center.
CCC 4.7   INFO 2986                                                                              Students demonstrate how to process
                                                                                                 observations, discussions, contributions and
                                                                                                 participation from their practicum site
                                                                                                 through reflective and critical
                                                                                                 documentation.


CCC 5.0   INFO 1010                                                                              Students use active listening skills to resolve
                                                                                                 customer issues.
CCC 5.1   INFO 1010                                                                              Students demonstrate how to resolve issues
                                                                                                 with irate, difficult and demanding
                                                                                                 customers.
CCC 5.2   INFO 1010                                                                              Students demonstrate how to identify and
                                                                                                 utilize individual behaviors that impact
                                                                                                 customer service.

CCC 5.3   INFO 1216                                                                              Students demonstrate effective questioning
                                                                                                 and listening techniques.
                      Students demonstrate to their Coach or Instructor how to identify and
                      utilize individual behaviors that positively impact customer
CCC 5.4   INFO 1226   relationships both in the classroom and work environment.                  Students demonstrate appropriate
                                                                                                 questioning and listening skills.
CCC 5.5   INFO 2985                                                                              Students demonstrate appropriate level of
                                                                                                 proficiency handling standard work
                                                                                                 requirements in call center industries.


CCC 5.6   INFO 2985                                                                              Students demonstrate professional,                                                                                                          INFO2985 Completion - Our evaluation form
                                                                                                 responsible, and consistent behavoir and                                                                                                    INFO2986 Completion - Practicum Training
                                                                                                 performance as appropriate in the specific                                                                                                  Evaluation
                                                                                                 practicum site.


CCC 6.0   INFO 1216                                                                              Students demonstrate how to use common            Students demonstrate appropriate use of      Students demonstrate appropriate use of      Students demonstrate appropriate use of
                                                                                                 call center terminology.                          terminology in all electronic communications terminology in all electronic communications terminology in all electronic communications

                      Students must demonstrate to Coach or Instructor an appropriate
                      understanding and use of typical tools used in the call center industry,
CCC 6.1   INFO 2985   specifically telephone, headset, and computer.                             Students demonstrat an understanding of           Students demonstrate what equipment will Students demonstrate equipment knowledge Students utilize appropriate tools through the
                                                                                                 the use of typical call center industry tools     be needed to complete project by listing it in through the setup of equipment for their implementation of the project.
                                                                                                 including telephone systems, headsets and         their project plan.                            project.
                                                                                                 computers.
Call Center Cohort (CCC)
                                                       Credit   Seat
                                                        Hrs     Hrs
IT Core                                                 40.5    396
          INFO 1002   Introduction to IT                 4.5     44
          INFO 1003   Introduction to Programming        4.5     44
          INFO 1011   Project Management I               4.5     44
          INFO 1023   Networking Essentials              4.5     44
          INFO 1110   Operating Systems I                4.5     44
          INFO 1311   XHTML                              4.5     44
          INFO 1315   CSS                                4.5     44
          INFO 1620   Database Management & Security     4.5     44
          INFO 2351   Introduction to XML                4.5     44


  Code      Course    Qual Card
Competency Know   Do   Exit
                                        Credit
                                               Seat Hrs
                                         Hrs
Help Desk (ITHDO)                         29      304
             INFO 1216    Call Center I 4.5        44
             INFO 1226    Call Center II 4.5       44
             INFO 1010                   4.5
                          Customer Service Skills 44
             INFO 2285                   4.5
                          Call Center Practicum I 44
             INFO 2286                   4.5
                          Call Center Practicum II 44
                                           2
                          Keyboarding/Skillbuilding
             INFO 1005/INFO 1013                   40
             RDLS 1400                   4.5
                          Employability Skills     44

Code        Course                                        Qual Card
ITHDO 1.2
ITHDO 1.3
ITHDO 1.4
ITHDO 1.5
ITHDO 1.6
ITHDO 1.7
ITHDO 1.8
ITHDO 2.0
ITHDO 2.1
ITHDO 2.2
ITHDO 2.3
ITHDO 2.4
ITHDO 2.5
ITHDO 2.6
ITHDO 2.7
ITHDO 2.8
ITHDO 3.0
ITHDO 3.1
ITHDO 3.2
ITHDO 3.3
ITHDO 3.4
ITHDO 3.5
ITHDO 3.6
ITHDO 3.7
ITHDO 3.8
ITHDO 4.0
ITHDO 4.1
ITHDO 4.2
ITHDO 4.3
ITHDO 4.4
ITHDO 4.5
ITHDO 4.6
ITHDO 4.7
ITHDO 4.8
ITHDO 5.0
ITHDO 5.1
ITHDO 5.2
ITHDO 5.3
ITHDO 5.4
ITHDO 5.5
ITHDO 5.6
ITHDO 5.7
ITHDO 5.8
ITHDO 6.0
ITHDO 6.1
ITHDO 6.2
ITHDO 6.3
ITHDO 6.4
ITHDO 6.5
ITHDO 6.6
ITHDO 6.7
ITHDO 6.8
ITHDO 7.0
ITHDO 7.1
ITHDO 7.2
ITHDO 7.3
ITHDO 7.4
ITHDO 7.5
ITHDO 7.6
ITHDO 7.7
ITHDO 7.8
Competency Know   Do   Exit
                                                                                                                              IT Generalist



                                                  Job-Type-Competency                                                                                                              KNOW                                   DO   EXIT
                                                                                                                                         Comp-TIA       Certification
     Job                   Type                                             Know Competency                                                                               Course          Objective   Past Work History
                                                                                                                                        Certification   Competency
                                        Ability to adhere to the organization's rules, responsibilities, policies and basic workplace
                                        ethics. Knowledge of basic principles of interpersonal communication and the
IT Generalist   Foundational                                                                                                                                            INFO1002
                                        organization's basic structure and functions. Ability to work safely and follow established
                                        safety procedures
                                        Ability to integrate organizational mission/goals & vision into work practices and use
IT Generalist   Foundational
                                        benchmarking and "best practices" to improve performance.
IT Generalist   Foundational            Ability to engage and utilize employee benefit and development programs.
                                        Ability to use common office tools to produce documents, spreadsheets and
IT Generalist   Foundational                                                                                                                                            INFO1001
                                        presentations.
                                        Ability to develop or update work processes or procedures in accordance with
IT Generalist   Foundational
                                        organization's standards.
                                        Ability to prepare and deliver oral presentations that effectively convey information,
IT Generalist   Foundational
                                        concepts and ideas.
                                        Ability to prepare a complete, accurate and convincing formal report on a technical
IT Generalist   Foundational
                                        subject using standard formats and office tools
IT Generalist   Resource Management     Ability to assist with development of organizational plans and budgets.
                                        Ability to conduct and document a convincing Business Case Analysis for less complex
IT Generalist   Resource Management
                                        business areas.
                                        Ability to develop IT procurement specifications, process requisitions, and prepare IT
IT Generalist   Resource Management
                                        assets for disposal.
                                        Ability to conduct research, evaluations and assessments, including documenting and
IT Generalist   Resource Management     presenting the benefits of using existing, emerging or new technologies to improve a
                                        business function.
IT Generalist   Operations Management   Ability to define and discuss the organization's standard operational procedures.

IT Generalist   Operations Management   Ability to select, develop and maintain effective operational performance metrics.
IT Generalist   Operations Management   Ability to document and publish operational status communications.
                                        Ability to communicate effectively with customers and to develop effective customer
IT Generalist   Operations Management
                                        communications techniques.
IT Generalist   Operations Management   Ability to participate as an effective member of a team
                                        Ability to explain, discuss and communicate the fundamental concepts of project
IT Generalist   Project Management
                                        management.
IT Generalist   Project Management      Ability to gather requirements and develop a plan for a simple project.
IT Generalist   Project Management      Ability to manage, track and report the status of a simple project.
IT Generalist   Project Management      Ability to analyze the outcome of a simple project and develop lessons learned.
                                        Ability to staff the organization's helpdesk for fielding and responding to customer
IT Generalist   Helpdesk
                                        assistance calls.
                                        Ability to monitor organization's IT service quality and recognize and respond to service
IT Generalist   Helpdesk
                                        quality abnormalities
                                        Ability to provide customers remote technical assistance from the helpdesk or personal
IT Generalist   Helpdesk
                                        workstation.
                                        Ability to review and analyze customer assistance calls, to locate systemic trends and
IT Generalist   Helpdesk
                                        develop alternative remediation actions.
IT Generalist   Helpdesk                Ability to provide personal computer operations desk side IT support for customers.
IT Generalist   Helpdesk                Ability to install and test personal computer software upgrades.
                                        Ability to install and configure basic personal computer hardware and software
IT Generalist   Helpdesk
                                        configuration baselines.
IT Generalist   Helpdesk                Ability to install, configure and test personal computer hardware upgrades.
                                        Ability to assess needs, develop and communicate customer self-help and informational
IT Generalist   Helpdesk
                                        guidance documents.




                                                                                                                              Page 9 of 15
                                                                                                                                       IT Generalist



                                            Ability to assist end users in establishing backup and recovery of personal computer disk
IT Generalist   Helpdesk
                                            drives and files.
IT Generalist   Helpdesk                    Ability to install, configure personal computer operating system software.
IT Generalist   Helpdesk                    Ability to install and properly configure basic network operating or control systems.
IT Generalist   Helpdesk                    Ability to install and properly configure common end user devices.
IT Generalist   Helpdesk                    Ability to install and properly configure remote end user network connections.
                                            Ability to install and properly configure wireless end user network devices and
IT Generalist   Helpdesk
                                            connections.
                                            Ability to install, configure and provide instruction on basics of using common office
IT Generalist   Helpdesk
                                            software tools.
                                            Ability to explain, discuss and communicate general information about the organization's
IT Generalist   Web Services
                                            general purpose web services.
IT Generalist   Web Services                Ability to develop and publish basic web pages.
                                            Ability to explain and independently install, configure and support web service
IT Generalist   Web Services
                                            survivability, availability, backup and recovery procedures.
                                            Ability to develop smaller less complex application systems incorporating web
IT Generalist   Web Services
                                            technologies.
IT Generalist   Information Assurance       Ability to understand and explain security and Information Assurance terminology

IT Generalist   Information Assurance       Ability to explain and discuss the IA organizational titles, roles and responsibilities.
IT Generalist   Information Assurance       Ability to configure password characteristics for a domain.
                                            Ability to explain, discuss and communicate the importance of Information and Systems
IT Generalist   Information Assurance
                                            security including common risks, threats and vulnerabilities.
                                            Ability to explain, discuss and communicate the importance of Information and Systems
IT Generalist   Information Assurance
                                            security including common risks, threats and vulnerabilities.
                                            Ability to discuss, explain and communicate organizational security policies and practices
IT Generalist   Information Assurance
                                            and supporting rationale.
                                            Ability to explain, discuss and communicate the organization's security ethics policies
IT Generalist   Information Assurance
                                            and fundamental federal security statutes.
IT Generalist   Information Assurance       Ability to install and properly configure basic workstation and network firewalls.

IT Generalist   Information Assurance       Ability to discuss and communicate basic information about the organization's firewall.
                                            Ability to monitor network IDS; to configure IDS alerts and to perform IDS log analysis
IT Generalist   Information Assurance
                                            and incident reporting.
IT Generalist   Information Assurance       Ability to perform network services back-ups and recoveries.
                                            Ability to obtain and assist in installing and configuring PKI software certificates on a
IT Generalist   Information Assurance
                                            workstation or server.
IT Generalist   Information Assurance       Ability to support and maintain organizational anti-virus services.
IT Generalist   Information Assurance       Ability to establish, update and disestablish user accounts and access privileges.

IT Generalist   Networks & Infrastructure   Ability to explain basic organization's network architectures and supporting technologies.
IT Generalist   Networks & Infrastructure   Ability to maintain a safe network environment.
IT Generalist   Networks & Infrastructure   Ability to explain basic operational concepts of Internet Protocols
IT Generalist   Networks & Infrastructure   Ability to define requirements, common technologies and appropriate uses of LAN.
IT Generalist   Networks & Infrastructure   Ability to install, test, dress and place cable systems into production.
IT Generalist   Networks & Infrastructure   Ability to define requirements, install and configure basic switches and routers.
                                            Ability to install, configure and use basic network monitoring systems and
IT Generalist   Networks & Infrastructure
                                            troubleshooting tools.
                                            Ability to explain, discuss and communicate SW system architectures and supporting
IT Generalist   Software
                                            technologies used by the organization.




                                                                                                                                   Page 10 of 15
                                                                                                                          IT Generalist



                                       Ability to decompose software application systems and to develop functional
IT Generalist   Software
                                       decomposition diagrams.
                                       Ability to deliver minor contributions such as code, documentation or quality testing to a
IT Generalist   Software
                                       software development effort.
                                       Ability to perform less complex application systems troubleshooting and problem
IT Generalist   Software
                                       isolation.
                                       Ability to explain, discuss and communicate high-level information about the database
IT Generalist   Database
                                       tools and technologies used by the organization.
                                       Ability to design simple databases that incorporate basic concepts of records, fields and
IT Generalist   Database
                                       cells.
                                       Ability to install, configure and maintain network collaboration services, portals and
IT Generalist   Information Exchange
                                       basic web pages.
IT Generalist   Information Exchange   Ability to support and maintain organizational file sharing services.
                                       Ability to support and maintain organizational E-mail, directory and public folder
IT Generalist   Information Exchange
                                       services.




                                                                                                                          Page 11 of 15
                                                                                                                          Project Mgt



                                           Level-Type-Competency                                                                                        KNOW                             DO   EXIT
                                                                                                                     Comp-TIA           Certification                        Past Work
    Level                   Type                                       Know Competency                                                                  Course   Objective
                                                                                                                    Certification       Competency                            History
                                                 Identify stakeholders, their objectives and gain their approval
Level 1     Initiate, scope, and plan project
                                                 for the scope of work
                                                 Write a high level scope of work including justification,
Level 1     Initiate, scope, and plan project    product description, major deliverables, success criteria, high-
                                                 level time and cost estimates, assumptions, and constraints
                                                 Refine business, functional and technical requirements with
Level 1     Initiate, scope, and plan project
                                                 project stakeholders
                                                 Create work breakdown structure (WBS) for the approved
Level 1     Initiate, scope, and plan project
                                                 scope of work
                                                 Identify the legal and contractual constraints on the scope of
Level 1     Initiate, scope, and plan project
                                                 work
                                                 Determine measures to track project progress and quality of
Level 1     Initiate, scope, and plan project
                                                 work
                                                 Develop method and procedures to handle changes to the
Level 1     Initiate, scope, and plan project
                                                 scope of work
                                                 Break down the tasks in the WBS into task elements in order
Level 1     Develop project schedule
                                                 to estimate time and cost requirements
                                                 Sequence task elements and identify dependencies,
Level 1     Develop project schedule
                                                 milestones and critical path
                                                 Estimate the duration and effort for each task element and
Level 1     Develop project schedule
                                                 create a task calendar
                                                 Using WBS, task elements and calendar, estimate resource
Level 1     Develop project schedule             requirements including people, equipment, facilities, raw
                                                 materials, and information
                                                 Adjust task calendar based upon team member and
Level 1     Develop project schedule
                                                 stakeholder input and approval
                                                 Create charts, diagrams, and documentation that includes
Level 1     Develop project schedule             quality criteria for each stage gate to communicate and
                                                 manage the project
                                                 Using the estimated resource requirements and task calendar,
Level 1     Determine Project Cost               estimate person hours and the cost for each element of the
                                                 WBS
                                                 Identify skill requirements, sources (internal and external),
Level 1     Determine Project Cost
                                                 and evaluate availability of personnel for each WBS
                                                 Create organizational chart, list roles, responsibilities and
Level 1     Acquire Resources                    reporting relationships and share with project team members
                                                 and stakeholders
                                                 Monitor and evaluate the project's progress with respect to
Level 1     Control Project Changes
                                                 milestones, budgets and timelines
Level 1     Control Project Changes              Conduct informal reviews of team performance
                                                 Examine, measure or test work products and results against
Level 1     Control Project Changes              pre-determined quality benchmarks and quality methodology
                                                 endorsed by organization, including user acceptance testing
                                                 Implement processes for identifying, detecting, documenting,
                                                 approving and managing changes to project scope, schedule,
Level 1     Control Project Changes
                                                 and cost, including changes to resources, requirements, and
                                                 configuration
                                                 Determine need for and enact preventative and corrective
Level 1     Control Project Changes              action to mitigate impact of changes to project scope,
                                                 schedule and cost




                                                                                                                         Page 12 of 15
                                                                                                                 Project Mgt



Level 1   Manage Project Risk                 Implement contingency plans for each risk
                                              Monitor risks that could adversely affect project’s progress
Level 1   Manage Project Risk
                                              and quality of work products
                                              Select, gain support from team members and stakeholders,
Level 1   Manage Project Risk
                                              and implement strategies to manage risk

Level 1   Execute and Close Project           Manage the relationship with the client and stakeholders
                                              Administer vendor, consultant, and outsourcing service
Level 1   Execute and Close Project
                                              contracts and oversee their performance
                                              Provide feedback to team members and stakeholders about
Level 1   Execute and Close Project
                                              progress and performance
                                              Manage issues (e.g., use of issue log) and take corrective
Level 1   Execute and Close Project           action when team members fail to meet deadlines, remain
                                              within budget, or perform at the required standard
                                              Distribute project performance reports and information to
Level 1   Execute and Close Project           stakeholders, customers, and team members in a timely
                                              manner
Level 1   Execute and Close Project           Review and approve attainment of project milestones
                                              Identify stakeholders, their objectives and gain their approval
Level 2   Initiate, scope, and plan project
                                              for the scope of work
                                              Write a high level scope of work including justification,
Level 2   Initiate, scope, and plan project   product description, major deliverables, success criteria, high-
                                              level time and cost estimates, assumptions, and constraints
                                              Refine business, functional and technical requirements with
Level 2   Initiate, scope, and plan project
                                              project stakeholders
                                              Create work breakdown structure (WBS) for the approved
Level 2   Initiate, scope, and plan project
                                              scope of work
                                              Identify the legal and contractual constraints on the scope of
Level 2   Initiate, scope, and plan project
                                              work
                                              Determine measures to track project progress and quality of
Level 2   Initiate, scope, and plan project
                                              work
                                              Develop method and procedures to handle changes to the
Level 2   Initiate, scope, and plan project
                                              scope of work
                                              Break down the tasks in the WBS into task elements in order
Level 2   Develop project schedule
                                              to estimate time and cost requirements
Level 2   Develop project schedule




                                                                                                                 Page 13 of 15
                                                                                                                      Application-Not Setup Yet



                                                                       Level-Type-Competency                                                                                                           KNOW                           DO   EXIT
                                                                                                                                                                      Comp-TIA       Certification                        Past Work
 Level                           Type                                                                  Know Competency                                                                               Course   Objective
                                                                                                                                                                     Certification   Competency                            History
Level 1   Design Application                              Knowledge of the organization's design principles used for application development
Level 1   Design Application                              Knowledge of the process to review and provide input to user documentation
Level 1   Develop Application                             Knowledge of coding languages used by the organization
Level 1   Develop Application                             Knowledge of the application development process including coding, documentation and testing
Level 1   Develop Application                             Knowledge of how to review an application's code as part of a peer group
Level 1   Develop Application                             Knowledge of how to revise and adapt existing code to meet emerging requirements
Level 1   Test and Validate Applications                  Knowledge of the process for developing a test plan for an application
Level 1   Test and Validate Applications                  Ability to perform validation testing on new applications
Level 1   Test and Validate Applications                  Knowledge of how to validate user documentation
Level 1   Test and Validate Applications                  Knowledge of how to interpret test results and make recommendations
Level 1   Test and Validate Applications                  Knowledg of how to support user acceptance testing
Level 1   Implement, Support, and Maintain Applications   Knowledge of how to develop a release plan for an application
Level 1   Implement, Support, and Maintain Applications   Knowledge of how to develop a user training plan for an application
Level 1   Implement, Support, and Maintain Applications   Ability to decompose software application systems and to develop functional decomposition diagrams
Level 1   Implement, Support, and Maintain Applications   Knowledge of how to transition an application to a new system
Level 1   Implement, Support, and Maintain Applications   Knowledge of how to maintain and support applications
Level 1   Implement, Support, and Maintain Applications   Knowledge of how to evaluate, implement and document application enhancements
Level 1   Implement, Support, and Maintain Applications   Knowledge of how to perform system maintenance for application security
Level 1   Implement, Support, and Maintain Applications   Knowledge of common information security risks and threats
Level 1   Computer Systems and Software                   Knowledge of the organizations helpdesk and support center operations
Level 1   Computer Systems and Software                   Knowledge of safety rules for operating electronic and computer equipments
Level 1   Computer Systems and Software                   Ability to establish and maintain user accounts and access privileges
Level 1   Computer Systems and Software                   Ability to install, configure and repair basic computer hardware and software
Level 1   Computer Systems and Software                   Ability to install and configure personal computer operating system software
Level 1   Computer Systems and Software                   Basic knowledge of network hardware and software maintenance and optimization procedures
Level 2   Perform Analysis for Application Development    Knowledge of how to gather data indentifying customer requirements
Level 2   Perform Analysis for Application Development    Knowledge of how to establish measurable performance requirements
Level 2   Perform Analysis for Application Development    Knowledge of security requirements for an application
Level 2   Perform Analysis for Application Development    Knowledge of how to select design tools for an application
Level 2   Perform Analysis for Application Development    Knowledge of model and prototype development for an application design
Level 2   Perform Analysis for Application Development    Knowledge of how to validate design schemes and models
Level 2   Perform Analysis for Application Development    Knowledge of how to develop detailed design specifications for an application
Level 2   Perform Analysis for Application Development    Knowledge of how to conduct a high level feasibility study for a proposed application
Level 2   Design Application                              Knowledge of how to create a detailed design for an application
Level 2   Design Application                              Knowledge of the system architectures and supporting technologies used by the organization
Level 2   Design Application                              Knowledge of how to identify system platform, componenets and dependencies effects on application design
Level 2   Design Application                              Knowledge of how to design and implement a data model for an application
Level 2   Design Application                              Ability to effectively participate in a design review
Level 2   Design Application                              Knowledge of how to determine maintenance requirements for an application
Level 2   Design Application                              Ability to review and provide input to user documentation
Level 2   Design Application                              Knowledge of how security requirements are incorporated into an application
Level 2   Develop Applications                            Ability to write and document the code used by the organization for application development
Level 2   Develop Applications                            Ability to perform unit testing and rework code
Level 2   Develop Applications                            Ability to integrate application subsystems
Level 2   Develop Applications                            Ability to conduct peer review of an application's code
Level 2   Develop Applications                            Ability to revise and adapt existing code to meet emergin requirements
Level 2   Develop Applications                            Ability to create and test prototypes as pare to the development process
Level 2   Test and Validate Applications                  Ability to develop test plans for an application
Level 2   Test and Validate Applications                  Ability to validate user documentation
Level 2   Test and Validate Applications                  Ability to interpret test results and make recommendations
Level 2   Test and Validate Applications                  Ability to support user acceptance testing
Level 2   Test and Validate Applications                  Ability to effectively document test results
Level 2   Implement, Support, and Maintain Applications   Ability to develop a release plan for an application
Level 2   Implement, Support, and Maintain Applications   Ability to train support staff in application support and maintenance
Level 2   Implement, Support, and Maintain Applications   Ability to develop a user training plan for an application
Level 2   Implement, Support, and Maintain Applications   Ability to transition an application to a new system




                                                                                                                            Page 14 of 15
                                                                                                                        Application-Not Setup Yet




Level 2   Implement, Support, and Maintain Applications   Ability to maintain and support applications
Level 2   Implement, Support, and Maintain Applications   Ability to evaluate, implement and document application enhancements
Level 2   Implement, Support, and Maintain Applications   Ability to perform system maintenance for application security
Level 2   Implement, Support, and Maintain Applications   Ability to install, configure and maintain workstation and network firewalls
Level 2   Computer Systems and Software                   Knowledge of latest IT technologies and how they may apply
Level 2   Computer Systems and Software                   Abilty to configure network devices software
Level 2   Computer Systems and Software                   Ability to install, configure and maintain anti-virus software
Level 3   Perform Analysis for Application Development    Ability to gather data indentifying customer requirements
Level 3   Perform Analysis for Application Development    Ability to define system and software requirments
Level 3   Perform Analysis for Application Development    Ability to establish measureable performance requirements for an application
Level 3   Perform Analysis for Application Development    Ability to develop high-level systems and functional specifications
Level 3   Perform Analysis for Application Development    Ability to determine security requirements for an application
Level 3   Perform Analysis for Application Development    Ability to effectively select design tools for an application
Level 3   Perform Analysis for Application Development    Ability to devleop models and prototypes for an application design
Level 3   Perform Analysis for Application Development    Ability to validate design schemes and models
Level 3   Perform Analysis for Application Development    Abilty to develop detailed design specifications for an application
Level 3   Design Application                              Ability to create a detailed design for an application
Level 3   Design Application                              Ability to identify system platform, components and dependencies effects on application design
Level 3   Design Application                              Ability to design and implement a data model for an application
Level 3   Design Application                              Ability to conduct a design review
Level 3   Design Application                              Ability to determine maintenance requirments for an application
Level 3   Design Application                              Ability to independently review and provide input to user documentation
Level 3   Design Application                              Abiltiy to incorporate security requirements into an application
Level 3   Develop Application                             Ability to write and document the code used by the organization for application development
Level 3   Develop Application                             Abiltiy to perform unit testing and rework code
Level 3   Develop Application                             Ability to integrate application subsystems
Level 3   Develop Application                             Ability to conduct a peer review of an application's code
Level 3   Develop Application                             Ability to revise and adapt existing code to meet emergin requirements
Level 3   Develop Application                             Ability to create and test prototypes as pare to the development process
Level 3   Test and Validate Applications                  Ability to develop test plans for an application
Level 3   Test and Validate Applications                  Ability to validate user documentation
Level 3   Test and Validate Applications                  Ability to interpret test results and make recommendations
Level 3   Test and Validate Applications                  Ability to support user acceptance testing
Level 3   Implement, Support, and Maintain Applications   Ability to develop a release plan for an application
Level 3   Implement, Support, and Maintain Applications   Ability to develop a user training plan for an application
Level 3   Implement, Support, and Maintain Applications   Ability to transition an application to a new system
Level 3   Implement, Support, and Maintain Applications   Abiltiy to evaluate, implement and document application enhancements
Level 3   Computer Systems and Software                   Ability to evaluate new or existing technologies for potential use by the organization
Level 3   Computer Systems and Software                   Knowledge of serious security risks and threats to IT networks




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