Professional knowledge in ICT Support Engineer

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

ICT Support Engineer 3
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

ICT Support Engineer 4
 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