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                                                                      Ability & Willingness
Move or relocate objects: Willing and able to move or relocate objects weighing approximately ____ pounds, with or without reasonable accommodation

                                                                         Lead & Supervise
Lead assigned staff: Assign, guide, coach and train one or more teammates.

Supervise: Interview, hire, assign and direct work, evaluate, and discipline one or more employees. Set expectations, instruct, coach and identify training needs.

                                                                    General IT Qualifications
Acquisitions & Requirements:
 Determine requirements: Determine and develop system hardware or software requirements or enhancements by consulting with customers and assessing business
 Research for acquisition: Research products and systems for potential acquisition. Develop options and make formal oral or written recommendations to
    supervision, management, or stakeholders.
 Customer requirement meetings: Conduct and facilitate customer requirement meetings with users and stakeholders to develop proposals and recommendations
    for new systems or networks.
 Application requirements: Develop business and technical application requirements.
 Technical specs: Develop technical specifications for projects or products (e.g., RFx’s).
 Technical specs, multiple business areas: Develop technical specifications for projects that involve multiple business areas and uses.
 Feasibility studies: Conduct and write feasibility studies, including total cost of ownership (TCO), return on investment (ROI), resource allocation requirements,
    recurring maintenance and licensing costs, timelines, impacts, and cost-benefit analyses.
 Decision packages: Develop decision packages.
 Negotiate/maintain IT contracts: Negotiate and maintain IT hardware and software contracts, service level agreements (SLAs), and maintenance agreements
Business Continuity:
 Backup & recovery plans, workgroup: Design & implement backup and recovery plans and processes for a workgroup.
 Backup & recovery plans, IT org: Design & implement backup and recovery plans and processes for an IT organization or agency.
 Monitor backup documents: Monitor backup reports, activity logs, and security reports.
 Backup/disaster recovery procedures: Create backup procedures and disaster recovery approaches and processes.
 Disaster recovery exercises: Lead disaster recovery exercises.
 Prioritize business continuity: Prioritize recovery business continuity processes.
 Present to mgmt/stakeholders: Organize, prepare, and make formal oral or written presentations to management or stakeholder groups.
 Translate IT: Translate IT jargon in a way that a layperson can easily understand.
 Technical bulletins: Develop technical bulletins for both technical and non-technical staff.
 Consult – identify & resolve: Consult with customers to identify and resolve problems.
 Consult – determine requirements: Consult with customers to determine business requirements.
 Understand customer business: Identify and understand customer business goals, methodologies, and functions to determine the best way to align IT resources.
 Vendor relationships: Develop effective working relationships with vendors.
 Senior mgmt consultation: Provide consultation to senior management to ensure effective use of technologies.
Develop Standards:
 Configuration standards: Develop configuration standards for hardware and operating systems.
 Systems mgmt standards: Develop standards and procedures for systems management.
Prepare the following types of system documentation:
 Business requirements
 Database modeling
 Internal technical documentation
 Infrastructure
 User documentation and manuals
 Infrastructure design documentation
 Schematics and system diagrams
Implementation & Maintenance:
 IT implementation & maintenance: Install, test, implement, administer, or maintain systems, applications, equipment, and plans.
 Develop implementation plans: Develop implementation plans for hardware & software.
 Configure system software: Configure system software for use by system administrators, project managers, or other technical personnel.
 Tier 2 software support: Provide high-level (Tier 2 or higher) software support to system administrators, project managers, or other technical personnel.
 IT patches: Apply software patches and write command procedures and programs to eliminate operating errors.
 IT preventive maintenance: Implement and adhere to a documented and scheduled preventive maintenance plan.
 Coordinate with IT vendors: Coordinate with vendors for system installations, upgrades, and other IT services and products (e.g., cabling, phone lines).
 IT performance tools: Use performance tuning software, tools, or measuring techniques to monitor network, system, or application performance or capacity.
 Enhance environments: Monitor and enhance operating environments to ensure optimal performance.
 Enterprise infrastructure: Monitor, test, and evaluate enterprise infrastructure to determine if information is being translated between programs efficiently and
 System-level software: Maintain, modify, install, test, and debug system-level software such as operating systems, device drivers, memory managers, and
    communications software.
 Defective equipment: Identify and replace defective cards, hardware components, and bios.
 IT performance resolution: Analyze and make recommendations to resolve performance management problems.
Problem Solve:
 Solve IT problems: Solve IT problems, including defining & analyzing the problem, identifying & testing solutions, choosing & implementing the best solution,
    documenting the changes as needed, and evaluating the outcome.
 IT knowledge bases: Perform research by querying knowledge bases and other resources to resolve system or system component issues.
 Document system problems: Document problems in a problem management or tracking system.
 Problem escalation: Define, implement, and manage a problem escalation process.
 Resolve problems with vendors: Work with vendors to resolve software or hardware problems.
Project Management:
As a part of managing one or more information technology projects:
 Project definition: Write a project definition with objectives, constraints, and list of stakeholders.
 Develop/manage project plan: Develop and manage a project plan.
 Manage project resources: Assign and manage project resources (people, money, equipment).
 Communication plan: Develop a communication plan and manage expectations of stakeholders.
 Project status reports: Produce project status reports for an executive sponsor or information technology manager.
 Implementation date: Develop a product that has a specific implementation date.
 Change control process: Manage the change control process.
 Implement successful project: Implement a successful project on time and on budget.
 Project Management tools: Use project management tools (e.g., MS Project, PrimaVera Team Plan, PS8).
 Security standards & oversight: Develop security policies, guidelines, and standards and provide security oversight.
 Security access: Analyze and design security access.
 Security environments: Establish and implement security environments, such as firewalls.
 Intrusion response plans: Create security intrusion response plans or procedures.
 Security software: Install or administer security software.
 Detect intrusions, documents: Analyze technical and billing reports and logs to detect violations or intrusions.
 Detect intrusions, tools: Use specialized tools to perform audits and forensics to detect violations and intrusions.
 IT security audits: Conduct formal IT security audits or assessments.
Testing & Quality Assurance:
 Test & assure quality: Perform testing & quality assurance.
 Quality assurance methodologies: Apply and use information technology quality assurance methodologies (i.e., CMM, ISO, ITIL).
 IT training, internal business: Conduct IT training for groups of internal business customers.
 IT training, technical staff: Conduct technical training for groups of IT technical staff.
 IT training development: Design and develop curriculum and materials (courseware) for classroom or web-based IT training courses of two or more hours in
 Conceptual view of systems: Maintain a conceptual or big picture view of current and planned work and recognize the impacts of change on systems.
 Architecture, working knowledge: Possess a working knowledge of tools, methods, and practices for developing architecture, including programming languages
    and industry standards.
 Architecture, advanced: Possess advanced knowledge of tools, methods, and practices for developing architecture, including programming languages and industry
 IT systems, working knowledge: Possess a working knowledge of a broad range of information technology systems, including legacy systems.
 IT systems, advanced knowledge: Possess advanced knowledge of a broad range of information technology systems, including legacy systems.
                                                           IT Functional Area Qualifications
Data & Database Administration:
 Data/Database Qualifications:
   - Manage data: Analyze, define, optimize, or manage data.
   - DBMS research & requirements: Define requirements and perform market research for the purchase of a new database management system (DBMS).
   - Enterprise database backup: Develop and implement backup procedures for enterprise databases.
   - Database recovery: Develop and implement database recovery procedures for enterprise data due to media, system, or application failure.
   - Data/database security plans: Develop security plans for accessing and updating data on a database.
   - Data mgmt standards: Plan, direct, and coordinate the development of standards and procedures for data management.
   - Database disaster recovery: Develop and implement a database disaster recovery plan.
 Data Administration:
   - Conceptual & logical models: Develop conceptual and logical data models.
   - Data analysis meetings: Facilitate data analysis meetings with enterprise customers.
   - CASE tools: Use data modeling Computer Aided Software Engineering (CASE) tools.
   - MetaData repository: Administer a MetaData repository/data dictionary.
   - Data architecture: Develop a data architecture or strategy for the enterprise.
 Database Administration:
   - Physical models: Develop physical data models.
   - Monitor database performance: Perform database performance analysis and tuning using performance monitoring software.
   - Database utility functions: Perform database utility functions such as database creations, loads, and reorganizations.
   - DBMS implementation: Plan, direct, and coordinate the installation, testing, and implementation of a DBMS or a new release of a DBMS.
   - DBMS maintenance: Plan, direct, and coordinate the installation, testing, and implementation of “fixes” or maintenance to a DBMS.
Application Development & Maintenance:
 Develop Applications:
   - Custom applications: Develop and maintain custom applications using a programming language (e.g., C#, COBOL, JAVA, VB, .NET).
   - Mission-critical application: Hold responsibility for a mission-critical application.
   - Object-oriented UML: Design applications using object-oriented design UML methodologies.
   - Structured design: Design applications using structured design methodologies.
   - Streaming applications: Design and develop media, web-based streaming applications.
   - Test plans: Develop test plans.
   - Test application: Conduct formalized application testing (e.g., using a test plan or script) at the functional, system, user, or usability levels.
   - Application design documentation: Develop application design documentation.
   - Business application requirements: Analyze and develop business application requirements.
   - Technical application requirements: Analyze and develop technical application requirements.
   - Define data: Analyze and define data for catalogs, files, or other purposes.
   - Ensure requirements are met: Code, compile, and test programs and databases to ensure client requirements are met.
   - Stored procedures: Construct stored procedures.
   - Server & user controls: Write complex server and user controls.
 Write Queries:
   - Simple queries: Write simple queries against one table.
   - Left joins: Write left joins against one or more tables.
   - Custom queries: Write complex custom queries with multiple databases and record modification.
   - Case statements: Write queries using case statements.
   - Sub selects: Write queries using sub selects.
   - Aggregate functions: Write queries using aggregate functions
Workstation Support:
 Resolve Hardware & Software Problems:
   - Resolve hardware/software problems: Identify, analyze, and resolve hardware or software problems on site or by remote control (e.g., using ZEN, SMS, PC
        Anywhere). Note: This does not include providing help desk assistance or assistance in the use of software applications.
   - Help desk, 10 – 99: Support users in resolving software or hardware problems in a telephone help desk position for 10 – 99 workstations.
   - Help desk, 100+: Support users in resolving software or hardware problems in a telephone help desk position for 100 or more workstations.
 Install, Configure, & Customize Applications:
   Install, configure & customize applications within the last three years:
   - Word processing applications: Install and configure word processing applications on 10 or more workstations.
   - Spreadsheet applications: Install and configure spreadsheet applications (e.g., Lotus 1-2-3, Excel, Quattro Pro) on 10 or more workstations.
   - Database applications: Install and configure database applications (e.g., Access, Paradox, dBASE, FoxPro, SQL) on 10 or more workstations.
   - Custom/specialized applications: Install and configure office automation software, groupware, or custom-developed software applications (e.g., program-
       specific applications, e-mail, schedule systems, Lotus Notes, MS Office Suite) on 10 or more workstations.
   - Install/configure browsers: Install and configure browsers (e.g, Internet Explorer, Netscape) on 10 or more workstations.
   - Customize applications: Customize word processing, spreadsheet, database, or other applications (e.g., create formulas, macros, templates, reports, queries).
 Operating Systems & PC Imaging:
   - Operating systems: Install and configure operating systems (e.g., Windows, DOS, Macintosh). This does not include PC imaging.
   - PC images: Design and successfully implement two or more PC images within the last three years.
 Install & Configure External Devices:
   Install & configure external devices & device software 10 or more times within the last three years:
   - USB devices: Install and configure USB devices (i.e., bar code equipment, camera, external drive, scanner, and PDA).
   - Plotters & printers: Install and configure plotters and printers.
   - Tape backup drives: Install and configure tape backup drives.
   - External modems: Install and configure external modems.
 Install & Configure Internal Devices:
   Install & configure internal devices & device software 10 or more times within the last three years:
   - Install drives & tape backup units: CD, DVD, floppy, and hard drives and tape backup units.
   - Install mother boards: Install and configure mother boards.
   - Install internal modems: Install and configure internal modems.
   - Install cards: Install and configure network interface, controller, sound, and video cards.
   - Install RAM: Install RAM.
   - Install CPU: Install CPU.
Network Administration & Support:
 Network Administration:
   Within the last three years:
   - Install DHCP: Install, configure, and maintain DHCP.
   - Install DNS: Install, configure, and maintain DNS.
   - Install e-Mail: Install, configure, and maintain enterprise messaging systems (e-mail).
   - Install firewalls: Install, configure, and maintain firewall systems.
   - Install network-based software: Install, configure, and maintain network-based software on a server (e.g., word processing, spreadsheet, database, e-mail).
   - Install VPPN: Install, configure, and maintain VPPN.
   - Install proxy server products: Install, configure, and maintain proxy server software products.
   - Install RAS or DUN: Install, configure, and maintain RAS or DUN.
   - Install web server software: Install, configure, and maintain web server software (e.g., Netscape, IIS).
   - Maintain TCP/IP: Maintain TCP/IP addressing schemes.
   - Install WINS: Install, configure, and maintain WINS.
   - Install network operating system: Install a network operating system (e.g., Novell Netware, WIN 2003 Server, Windows Active Directory).
   - Maintain network operating system: Maintain a network operating system (e.g., partition drives, apply software patches, assign frame types, install and
       configure antivirus software, administer security).
   - Install server hardware: Install and configure server hardware (e.g., BIOS upgrade, CD devices, CPU, memory, modem, network interface card, RAID array,
       SCSI devices, tape backup drive).
   - Install wireless products: Install and configure wireless access points, wireless security, and wireless protocols.
   - Evaluate network performance: Use and interpret data produced by one or more network management utilities (e.g., Sun Net Manager, Lattis Net, Optivity,
       Sniffer, LANalyzer) to evaluate network performance.
 Administer Network Access & Resolve Problems:
   Within the last three years
   - Administer network access: Administer access and services for a network of workstations or terminals including adding and deleting users, setting up print
         queues, and maintaining security levels.
    - Network printing, connectivity, access: Identify, analyze, and resolve problems in network printing, connectivity, and access.
    - Communication protocol: Identify, analyze, and resolve communication protocol (e.g., TCP/IP, IPX) problems.
 Multiple Servers:
    - Multiple servers, administer access: One or more years of experience within the last three years administering access and services for a network of 20 or more
         workstations or terminals with servers located at two or more connected sites, or with five or more servers in a single network.
    - Multiple servers, resolve problems: One or more years of experience within the last three years analyzing and resolving problems in network printing,
         connectivity, and access for a network with servers located at two or more connected sites, or with five or more servers in a single network.
Within the last three years:
 Design LAN, 20+ workstations: Design a LAN for 20 or more workstations or terminals.
 Design LAN, 100+ workstations: Design a LAN for 100 or more workstations or terminals.
 Design LAN, 5+ servers: Design a LAN involving 5 or more servers.
 Implement LAN, 20+ workstations: Successfully implement a LAN design for 20 or more workstations or terminals.
 Implement LAN, 100+ workstations: Successfully implement a LAN design for 100 or more workstations or terminals.
 Implement LAN, 5+ servers: Successfully implement a LAN design involving 5 or more servers.
 WAN: Design a WAN consisting of two or more connected sites.
 Cross-LATA WAN: Design or successfully implement a cross-LATA (e.g., statewide) WAN.
 High-speed network: Successfully design or implement a high-speed network (e.g., ATM, SONET, TDM).
 Video conferencing systems: Design and successfully implement video conferencing systems.
 Voice communications equipment: Successfully install, configure, administer, and support data or voice communications equipment (e.g., routers, switches, host
    gateways, bridges, concentrators, hubs).
Mainframe & Mid-Range Support:
 Troubleshooting: Identify and resolve hardware or software problems on a mainframe or mid-range system within the last eight years.
 Install/Configure Software Packages:
    Successfully install or configure the following types of software packages on a mainframe or mid-range system:
    - Database                                                 - Security                                               - System library
    - Middleware                                               - Storage management                                     - Telecommunications
    - Operating system                                         - System control (e.g., job scheduling, tape             - Transaction interface
    - Performance                                                  management, electronic distribution report)          - Utility
 Other:
    - Evaluation criteria: Develop evaluation criteria for mainframe systems.
    - Develop installation scripts: Develop installation script documentation for mainframe systems.
    - Develop software enhancements: Develop software enhancement documentation for mainframe systems.
    - Develop testing scripts: Develop testing script documentation for mainframe systems.
    - User documentation: Develop user documentation for mainframe systems.
    - Mainframe backup/recovery: Implement and update backup and recovery procedures for mainframe systems.
    - Mainframe configuration: Modify mainframe or vendor source code or configuration parameters to satisfy site-unique requirements for products.
    - Mainframe performance tools: Use performance tuning software or measuring techniques to monitor system or application performance or capacity.
 Installation & Implementation:
    - Telephony system requirements: Consult with customers and analyze their requirements for telephony systems, including voice mail, long distance and local
         telephone services, and related hardware and software.
    - Telephony project mgmt, 100-299: Serve as the project manager or project team leader for the implementation of a telephone system that included 100 – 299
    -  Telephony project mgmt, 300+: Serve as the project manager or project team leader for the implementation of a telephone system that included 300 or more
    - Telecommunications wiring system: Install or coordinate the installation of a building or multi-building telecommunications wiring system.
    - Fiber optic/copper wire system: Install or coordinate the installation of a fiber optic or Category 5 copper wire system.
   Maintenance & Technical Support:
    - Administer/maintain telephony: Administer or maintain a telephony system (e.g., ACD, IVR, Key, PBX, voice mail, central office or interchange company
       switching). Identify and resolve problems and perform moves, adds, and changes.
    - Telephony performance tools: Use system management performance monitoring tools (e.g., ASA, AIM, MAT, Optivity) to identify potential fraud, identify
       hardware or software problems, or analyze traffic reports to optimize system performance of a telephony system.
    - PBX repair: Troubleshoot and repair PBX hardware or software.
    - Telephony configuration: Program system level configurations or data structures such as Classes of Restriction, Classes of Service, trunking, or routing.
    - Isolate problems with call flows: Troubleshoot and isolate problems with complex call flows or equivalent programming logic.
                                                                       IT Specialty Areas
  Workstation Systems:
   Successfully install and configure or maintain the following:
   - CorelPerfect Office Suite                               - Desktop Publishing (e.g., Adobe,                    -       OS/x
   - Desktop Operating Systems (e.g., DOS,                       Pagemaker)                                        -       PC Hardware (e.g., Notebook, Desktop)
       Windows)                                              - Mini or mainframe emulation                         -       PDA (e.g., Pocket PC)
                                                             - MS Office Suite                                     -       Workstation (e.g., HP, Sun, IBM, MS)
 Server Platforms:
   Successfully install and configure, maintain, administer, or monitor and resolve problems with the following:
   - AS 400                                                  - Remote Access Server (e.g., MS RAS,                 -       Tandem (e.g., HP-Nonstop, Guardian)
   - Mini Computers (e.g., HP, Sun, IBM)                         Novell Netware-Connect, PPP)                      -       TIP (Transaction Instruction Processing)
   - MS Server (e.g., NT, 2000, 2003, Windows                - Server Hardware (e.g., Raid, SCSI, Cards,           -       Unisys
       Professional)                                             CPUS)                                             -       Unix (e.g., Sun, DEC, IBM/AIX, SCO,
   - Network Storage (SAN, NAS)                              - System 390 (e.g., Z/Os)                                     Linux)
   - Novell Netware
 Network Systems & Services:
   Successfully design, install and configure, maintain, or administer the following:
   - Active Directory                                        - Network & Shared Printing                           -       Terminal Services (e.g., Windows, Citrix)
   - Backup Recovery Systems (e.g., Backup                   - NDS or e-Directory                                  -       Web Server (e.g., Netscape, Apache, IIS,
       Exec, ARC-SERV, Omniback)                             - Problem Management Software (e.g., Heat,                    Ecommerce, Domino, Websphere)
   - Exchange                                                    Remedy)                                           -       WINS, DHCP, SNA Server
   - Groupwise                                               - System Management Products (e.g., HP
   - MS SMS                                                      Openview, Tivoli, Netview 6000, Spectrum)
  Network Infrastructure:
    Successfully design, install and configure, maintain, or administer the following network components:
    - ATM                                                     - Frame Relay                                            -   Routers (e.g., CISCO)
    - Bridges                                                 - Gateways                                               -   Sonet
    - Cabling                                                 - Hubs, Concentrators                                    -   Switches
    - Computer Telephony Integration (e.g.,                   - Interface Unit (e.g., CSU/DSU)                         -   Token Ring
        VOIP)                                                 - Network Protocols (e.g., TCP/IP,                       -   Wireless (802.11x)
    - Digital Circuits (e.g., T-1, DS3)                           IPX/SPX, SNMP,SNA, VTAM, NCP)
      - Ethernet                                                - Network Test Equipment (e.g., Cable,
      - Fiber Systems (e.g., FDDI)                                   BERT, LAN meters, Sniffer)
   Programming Languages & Databases:
    Program and develop applications in the following languages; or successfully design, develop, implement, or perform maintenance on the following databases:
    - ADABAS                                    - Crystal Reports                         - MS SQL Server                         - SQL (Structured Query
    - ADO.NET                                   - DB2                                     - Natural                                   Language)
    - AML, Avenue                               - Delphi                                  - Oracle                                - Sybase
    - ARCOBJECTS                                - DMS                                     - PERL                                  - VB.NET
    - ARCSDE or Geodatabase                     - ECL                                     - PLSQL                                 - Visual Basic
    - C#                                        - Informix                                - Powerbuilder                          - VSAM
    - C++                                       - Internet Mapping Server                 - REXX                                  - Web Mark-Up & Scripting
    - CICS                                      - Java                                    - SAS                                       (e.g., XML, HTML, DHTML,
    - Cobol                                     - JCL                                     - SPSS                                      Javascript, VB Script)
    - Cold Fusion                               - MS Access                               - XML
   Application Development:
    Successfully design, develop, or implement applications in the following:
    - Application Integration Software (e.g.,                  - Database Modeling (e.g., Erwin,                    - Middleware (e.g., MQseries, Entirex,
        Websphere, Biztalk)                                        Rationalrose, UML)                                   Websphere MQ)
    - ARCINFO, ARCGIS                                          - Data Reporting (e.g., Brio Query, HOLOS)           - .NET Framework
    - ARCVIEW                                                  - Data Warehouse Administration (e.g.,               - Performance Monitoring (e.g., Strobe,
    - ASP                                                          Redbrick, Focus)                                     Omegamon)
    - ASP.NET                                                  - Document Management & Workflow (e.g.,              - Report Distribution Software (e.g., EOS,
    - Business Modeling (e.g., Doors, UML)                         Acorde, Viewstar)                                    SMS, Depcon)
    - CAD (e.g., Microstation, CAICE)                          - ETL (e.g., Informatica, MS SQL DTS)                - Software Distribution (e.g., SMS, ZEN,
    - CASE (Business & data modeling & analysis                - Image Capture & Retrieval (e.g., Optika,               RIS, ALTIRIS)
        – e.g, Erwin, Powerdesigner)                               Infoimage, Ascent, TIFF)                         - Software Packaging (e.g., Wisepkgstudio,
    - Change Management Software (e.g.,                        - Image Processing & Remote Sensing                      Install Manager, Install Shield)
        Endevor, N20, MS Visual Source Safe,                       Analysis (e.g., ERDAS, PCI, IDRISI)              - Source Code management (e.g, Endevor,
        Infoman)                                               - Information Technology Quality Assurance               PVCS, Visual Sourcesafe)
    - COM, COM+                                                    Techniques (e.g., CMM, ISO)                      - Web Application Programming (e.g.,
    - Content Management (e.g., Teamsite, CMS)                 - Intergraph, Map Info                                   Arcims, Visual Studio, Visual Studio.Net)
    -    Job Scheduling Software (e.g., CA7,                   - ISPF/PDF                                           - Web Services (e.g., SOAP, UDDI)
        Jobtract, Scheduler, Control M)
   Security:
    Successfully develop, implement, or administer the following:
    - Administration/agency-wide disaster                      - Encryption & data protection (e.g., IRS            - Intrusion detection (e.g., Rules-based
        recovery plan                                              Data)                                                intrusion detection, statistical-based intrusion
    - Administration/agency-wide guidelines or                 - Firewall – local (e.g., Zonealarm, McAfee,             detection)
        procedures                                                 CISCO)                                           - Security access/control (e.g., Internet,
    - Administration/agency-wide security policy               - Firewall – perimeter (e.g., Firewall 1,                Intranet, RACF, VPN, Access Control,
    - Anti-virus products                                          Watchguard, CISCO PIX)                               Surfcontrol)
    - Data sharing agreements                                                                                       - Wireless 802.11x security (e.g., WEP,
                                                                                                                        WPA, EAP)
   Telephony:
    Successfully install, configure, maintain, or administer the following:
    -   Automatic Call Distribution (ACD) System             -    Interactive Voice Response (IVR) System       -   PBX ACD Management System (e.g.,
    -   AVAYA (Lucent) PBX                                   -    Key System (KSU or EKTS)                          AVAYA CMS, Nortel Symposium)
    -   Call Accounting System                               -    Long Distance Services                        -   Tandem Voice Network
    -   Central Office (CO) System                           -    Network ACD Management System (e.g.,          -   Unified Messaging
    -   Competitive Acquisitions                                  Genesys, ICM)                                 -   Video
    -   Documentation Software (e.g., VISIO,                 -    Nortel DMS 250/500 Switches                   -   Voice Mail
        Autocad)                                             -    Nortel PBX                                    -   Voice Over IP
                                                             -    Other PBX                                     -   Wireless/PCS Cellular
   Media & Storage Management:
    Successfully install and configure, maintain, or administer the following:
    - Media Management (e.g., CD Towers, DVD Carousel)                                  -    Storage Management (e.g., ADSM, DMS, HSM)

Completed all of the requirements for and have the following current professional certifications:
    -   CISCO (e.g., CCNA, CCNE, CCNP)                       -    Microsoft (e.g., A+, Network+, MCP,           -   Software or Usability Testing (e.g.,
    -   Global Information Assurance Certifications               MCSE)                                             University of Washington)
        (e.g., GSEC, GCFW, GSLC)                             -    Novell (e.g., CNA, CNE)                       -   Web Administration (e.g., University of
    -   Information Systems Audit & Control                  -    Project Management (e.g., PMI, University         Washington)
        Association (e.g., CISA, CISM)                            of Washington)                                -   International Information Systems Security
                                                             -    RCDD                                              Certification Consortium (e.g., CISSP)

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