Professional knowledge in ICT Support Engineer

This article discusses the professional knowledge and code of ethics in ICT Support Engineer. It also talks about the roles and responsibilities of an ICT Support Engineer in project implementation. The article also covers the challenges faced and lessons learnt in project implementation.

Running Head: ICT Support Engineer 1
ICT Support Engineer
Instructor Name
Affiliate Institution
Date

ICT Support Engineer 2
Table of Contents
Professional knowledge in ICT Support Engineer........................................................................................3
Code of Ethics in ICT................................................................................................................................3
Working as a team...................................................................................................................................5
Server team (1st team).........................................................................................................................5
Support team (2nd team)....................................................................................................................5
Communication.......................................................................................................................................5
Issues concerning society........................................................................................................................6
General ICT area of knowledge....................................................................................................................6
Hardware and software fundamentals....................................................................................................6
Data communication and networking.....................................................................................................6
SECTION 2....................................................................................................................................................6
Project 1..................................................................................................................................................6
Identification.......................................................................................................................................6
Project duration...................................................................................................................................7
Resources............................................................................................................................................7
Personal involvement..........................................................................................................................7
Duties and responsibilities in the implementation of the project.......................................................9
Business opportunity...........................................................................................................................9
Solutions..............................................................................................................................................9
Results...............................................................................................................................................10
Success or failure of the project........................................................................................................10
Lessoned learnt.....................................................................................................................................10
References.................................................................................................................................................10

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Professional knowledge in ICT Support Engineer
I developed interest in IT since the completion of my secondary level of my studies. I began
polishing my career by participating in developing simple programs and software to be run on a
desktop computer. I started interacting with computer experts from all fields ranging from
computer networks to computer programming. Also, I made a step of participating in online
classes where I happened to do a lot of research.
Code of Ethics in ICT
According to my life in a work environment, studying becomes easier whenever one gains a lot
of interest in something. With regards to this, it became easier for me to learn so many things in
IT. I have learnt until I got involved in working for some companies like Credit Suisse Services
India Pvt.Ltd among other IT companies.
However, I learnt a lot about ethical issues in IT which includes ethical hacking, and IT
governance which was very paramount in applying my IT skills in the real world scenario. I was
able to maintain the integrity of the system within all the organizations I have ever worked with.
I happened to established huge technical skills in the following fields. Red Hat Linux, SuSE
Linux, Oracle Enterprise Linux, VMware, Oracle Virtualization Manager, Veritas Cluster
Service, SuSE Cluster, HP Blade server, CISCO Servers, EMC Storage, IBM Storage, HP
Storage, Solar flare/Mellanox, Netezza , Nagios, FireScope, HPOV, Zenoss , EMC Storage, IBM
DS/XIV Storage, HP EVA Storage, Pupper, GiT lab, Foreman, Ansible
In my place of work, I did ensure that I go by the company IT policies and I was assign to so
many duties and responsibilities which include the following;
 Server Built / Installation / Server Configuration management

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 Changing BIOS, Kernel level parameters as per requirement.
 Managing sudo or become accounts and net groups on production servers.
 Bonding Configuration on Interfaces.
 File System Mounting / LVMs / NFS Mounting
 Providing remediation to the Morning checkouts (SAN related, Network related and
hardware related)
 Determine the server auto reboot cause, remediate the alerts received (Disk, Memory,
CPU, NIC).
 Adding/Removing Routes and VIPs according to the client connectivity requirements.
 New package compilation, Kernel versions/Firmware upgrade, and source rpm’s
installations.
 System Monitoring using Firescope, Configuring and troubleshooting issues related to it.
 Cron Management (Root and User specific crons)
 Managing netgroups, NIS, sudoers, passwd and some other configuration files using
Distribution / Puppet.
 Puppet / GitLab / Cobbler / Foreman / Ansible / Chef
 Veritas Cluster Service (VCS)
 Coordinating and managing support cases such as (Redhat, Novel, Oracle & Adobe)
for OS related critical issues and HP/Dell/IBM in case of hardware issues.
 Hardware Diagnostics and Break-Fix
 Attending Change Advisory Board meeting for major changes, Attending Daily
Production and update review calls

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As an employee with integrity, I was able to maintained and manage all these task I was
assigned. I had a spirit of wanting to learn more and more day by day. Having great personality
to relate with my fellow workmates made me to shine very bright like a star within a very short
period of time. Thus, however, lead to my greatest promotion to lead as ‘a senior IT and support
engineer’ within the organization. I was able to handle a team of 5 on several projects undertaken
within the premises and outside the company premises.
Working as a team
Our team had been divided into two groups which includes the team who maintained the server
site and the support team.
Server team (1st team)
The main work of this team was to take great concern on the issues which includes the virus
removal and prevention systems and program shares, FTP system sharing, DHCP, DNS, domain
controllers servers, firewalls controls and VPN gateway through my supervision. (Palmer,
1995).
Support team (2nd team)
The team consisted of junior members whom I used to train and supervised team. The main work
of the team was to look into network related issues, troubleshooting, software and hardware
installation, file system mounting and managing the network cables.
Communication
I developed skills in communications due to the case that we had dynamic meetings. These
meetings could not have been possible if I had bad communication skills. I came up with some
user friendly guides for my team to be able to make reference to it and work without any
complexity. Also, this guide enable the users to understand better and utilize them to polish their

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skills in a very professional way. I design the best power point so that it can be able to appear
more presentable for the company presentations by the department.
Issues concerning society
This is about security issue concerning the privacy and data security. Every person has a right to
protect his or her privacy from being violated. The policies which I passed concerning this issues
were enacted and implemented and they are able to protect the data and its privacy. These data
can be protected through encryption.
General ICT area of knowledge
Hardware and software fundamentals
I was able to do all tasks which are related to computer or IT field. Whenever there was a fault in
any hardware component within the information system, I could assist the team members to
carry out this technical work. Troubleshooting to check for faulty parts in the hardware
components was also my task as an ICT support engineer.
Software is a program which guides the computer on what to do. I was very much conversant in
managing the networking software which include the following; VMware, Firmware, and
Firewalls.
Data communication and networking
Data communication is a process through which data is being shared in an information system.
Currently, am working as a team lead at Persistent System Ltd where am working on project
transition. Very recently I was able to run and implement a project on data virtualization where I
was able to learn new things about data communication within the information system.

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SECTION 2
Project 1
Identification
I have participated in doing a number of projects since the start of my job at Credit Suisse
Services India Pvt. Ltd. I join this company since July this year and I am running a project on
data virtualization at the moment. I have been able to gain enough experience on this kind of
project since it involves a lot of new ideas I have never met before. I am the team lead in running
this project and it is in its last phase as at now.
Project duration
The project on data virtualization is a big project which has to take some time to be
implemented. The project just started early August 2017 was completed in March 2018. As the
team lead of the project, I have been able to estimate the right budget for the implementation of
the project as well as the estimate of time.
Total project duration August 2017 to March 2018
My involvement August 2017 to March 2018
Resources
The project team involve a group of five people. Two were at the server site and the other three
were on the support and implementation site. The team was very cooperative to the task. I was
able to design a very smart guidelines to help the team members learn and understand how the
project works. Also, my team members were up to their satisfaction with all the requirements to
be used in the implementation of the new project.
Team size for the whole project 5 Engineers
My team 2 Engineers

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Personal involvement
I got involved in all phases of the project development where in each phase I was the overall to
approve the project checklist as a leader. I was supposed to make sure that each phase of the
project is completed successfully without bugs and within the deadline. The duration set for each
phase was not supposed to be passed because the project must be completed within the time set.
During the project development, it follows the waterfall methodology which involves all the
seven steps of the process development life cycle. Each phase was assigned a time to be
completed and a person to lead in each phase for the team members to be able to accomplish the
task within the stipulated time.
Start Completion Phase description
Identification August 2017 –
September 2017
The problem was identified and the
solution was discussed by the team
members
System analysis and
design
September 2017 –
November 2017
The collection of data was done and was
brought to the table for analysis.
Designing user
interfacing
November 2017- January
2018
The suitable graphical interface was
designed so that it can help to provide a
user friendly interface.
Implementation January 2018 –February
2018
The project was put into use and made
available in all the computers within the
company
Testing February 2018 Unit testing and system testing was done

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to check for bugs
Documentation March 2018 The project was documented to provide
clear outlines
Duties and responsibilities in the implementation of the project
The following are my roles during the project implementation as the team lead
 To ensure that the project is completed within the stipulated time plan
 To ensure that the resources needed are provided for the team members to be able to
work without any interference.
 To take part in the technical processes to be done during the project development cycle
Business opportunity
The company was facing some problems on data storage, therefore we decided as a team to come
up with this project so that it can minimize the input and maximize the profit. This project has
assisted a lot in data security. We are able to secure our data through the cloud and they are safe
even if those data are lost in our servers, they can be retrieved.
Solutions
The main aim of doing this data virtualization project was to enhance the recovery of data in case
of any lost. Our project has been able to provide solutions in terms of data recovery and security
through backup. This data virtualization project works in the sense that they are able to
duplicates the data both on our data center and the cloud storage.
During the development process, waterfall methodology was used to implement the project
which involves a number of steps. Each step was allocated time to be completed. The steps were
strictly taken into an account of time. (learning, 2001)

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During the project development, I was able to take part in the technical support and coding to
enhance that the project is successfully implemented. I had learnt PHP and Java programming
languages which made it possible for me to implement this project with ease. Also since I have
been working for a long time on red hat Linux environment data virtualization was not a big
problem.
Results
The project was implemented successfully and actually was able to provide solutions to our
problem of data. The program was able to link our data to the virtual server and store them like it
is in the cloud.
Success or failure of the project
Together with the team, members, we consider the project successful because the project was
able to function according to our expectation. Therefore our problem was solved and the data
security and recovery was achieved
Lesson learnt.
During the implementation of the project, I learnt a lot since the project involves a lot of things
which were new. I explore a lot of knowledge by doing this project where I was able to learn
new things when writing a code in java programming.
Project 2
Identification
I have participated in doing a number of projects since the start of my job at Persistent Systems
Ltd. I join this company since June 2012 where I became a project lead through which the
company was implementing new information system. As a software engineer, I was task to lead
in developing a system which will help in managing the company to run day to day activities.

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Project duration
The development process had to take one year but I left for another company in the middle of the
project. Among the developers, I took part as the team lead where I run the project until
December 2012. I was able to accomplish all the phases until where I left. Here we faced a lot of
challenges concerning the materials for the implementation of the project.
Total project duration June 2012 to June 2013
My involvement June 2012 to Dec 2012
Resources
The project team involve a group of 3 people. One was at the server site and the other two were
on the support and implementation site. The team was very cooperative to the task. I was able to
design a very smart guidelines to help the team members learn and understand how the project
works. Also, my team members were up to their satisfaction with all the requirements to be used
in the implementation of the new project.
Team size for the whole project 3 Engineers
My team 1 Engineers
Personal involvement
I run the project as the team lead until halfway where I left after being taken to go and work for
another company in December 2012. I was able to successfully take the lead of all the phases
until this time before leaving them to my assistant to work on it. I was supposed to make sure
that each phase of the project is completed successfully without bugs and within the deadline.
The duration set for each phase was not supposed to be passed because the project must be
completed within the time set.

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During the project development, it follows the waterfall methodology which involves all the
seven steps of the process development life cycle. Each phase was assigned a time to be
completed and a person to lead in each phase for the team members to be able to accomplish the
task within the stipulated time.
Start Completion Phase description
Identification June 2012 The problem was identified and the
solution was discussed by the team
members
System analysis and
design
June 2012 The collection of data was done and was
brought to the table for analysis.
Designing user
interfacing
July 2012- September
2012
The suitable graphical interface was
designed so that it can help to provide a
user friendly interface.
Implementation September 2012 –
December 2012
The project was put into use and made
available in all the computers within the
company
Testing February 2012 Unit testing and system testing was done
to check for bugs
Documentation March 2012 The project was documented to provide
clear outlines
Duties and responsibilities in the implementation of the project
The following are my roles during the project implementation as the team lead

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 To ensure that the project is completed within the stipulated time plan
 To ensure that the resources needed are provided for the team members to be able to
work without any interference.
 To take part in the technical processes to be done during the project development cycle
Business opportunity
The company was facing some problems on data storage, therefore we decided as a team to come
up with this project so that it can minimize the input and maximize the profit. This project has
assisted a lot in data security. We are able to secure our data through the cloud and they are safe
even if those data are lost in our servers, they can be retrieved.
Solutions
The project greatly help in the management of all the company’s inventories and manage the
general transactions within the company.
During the development process, waterfall methodology was used to implement the project
which involves a number of steps. Each step was allocated time to be completed. The steps were
strictly taken into an account of time. (learning, 2001)
During the project development, I was able to take part in the technical support and coding to
enhance that the project is successfully implemented. I had learnt PHP and Java programming
languages which made it possible for me to implement this project with ease. Also since I have
been working for a long time on red hat Linux environment data virtualization was not a big
problem.
Results
The software made the company management easier and the services offered were being
delivered very fast through the use of the application.

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Success or failure of the project
Though I didn’t participate in the full process, I was made aware that the project was a successful
since I was still taken as the consultant.
Lesson learnt.
During the implementation of the project, I learnt a lot since the project involves a lot of things
which were new. I explore a lot of knowledge by doing this project where I was able to learn
new things when writing a code in java programming.
References
Learning, R. O. P. (2001). The australian computer society inc. Detail, 17, 1.
Palmer, M. (1995). The likely environment in the year 2000 and beyond (Vol. 3). B Etter and M.
Palmer. The Federation Press.