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New Hanover County Information Technology Department |
Issued: 10/01/01 |
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Policy Number: 1-04 |
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Subject: IT Staff Development and Training Plan |
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PURPOSE AND SCOPE:
Training is critical to maintaining the skill levels required to support our users in a rapidly evolving technical environment. In addition, training is an important aspect of job satisfaction and staff retention in the IT field. The opportunity to learn new skills is cited in surveys, over and over, as a key motivator for technical staff members.
In light of these demands, a comprehensive and cost-effective training plan is essential to the successful support of the County’s computing infrastructure and to attract and retain high-caliber staff.
The scope of this Training Plan covers all IT Department Staff. It is the responsibility of each IT Division Manager to ensure that their staff is trained in accordance with this Plan and that the Plan is updated to reflect changing training needs.
CHANGE SUMMARY:
POLICY:
It is the policy of the Information Technology Department Management to secure adequate funding so that the IT Staff will always be well-trained in all areas needed to support the County’s computing infrastructure. This plan is designed to achieve the maximum amount of training possible consistent with that budget. The core training objectives that will be pursued are listed below. No training will be scheduled unless it fills a need. Except for the Core Tracks described below, duplication of training will be avoided.
PROCEDURE:
The Training Plan for the Information Technology Department is broken down by Division within the Department (User Support, Programming, GIS, and Computer Services). Because of the two distinct functional areas within Computer Services, the training plan is further subdivided into training for Operations and Networks & Operating Systems.
Each of the Training Plan Schematics is depicted below. Each Plan is described in terms of Core Tracks which describe training essential for all personnel within a given Division, and Specialized Tracks which describe specialized training that will be needed only for certain special applications. Within a Training Track, the training is broken down into Steps which are categorized as Core Training Steps (once again, desired for all personnel in the Division) and Advanced Training Steps, which will be scheduled as needed for selected individuals to ensure coverage across all the County’s Computing Infrastructure needs.
Description of User Support Training Plan
Step 1: Hardware, Operating System, Network Fundamentals [core]
The job requirements of this step are basic skills and knowledge required of all IT Support Specialists. These requirements are necessary to be able to (1) install, configure, upgrade, troubleshoot, and repair microcomputer hardware including desktop PC's, portable systems, printers, and displays; (2) install, configure, upgrade, troubleshoot, and repair DOS and all Windows desktop Operating Systems; and (3) install, configure, troubleshoot, and repair PC and printer network connections.
Step 2: Network User Administration [core]
The job requirements of this step build on the networking skills and knowledge of Step A. These requirements are necessary to be able to deploy users and groups in an NT domain with emphasis on New Hanover County's network.
Step 3: Operating System & Network Client Administration [advanced]
The job requirements of this step are the advanced skills and knowledge required of designated IT Support Specialists (Lead Specialists). These requirements are necessary for the Lead Specialists to be able to (1) administrator the procedures, standards, and best practices, and training associated with the installation, configuration, upgrading, troubleshooting, and repair of PC operating systems; and (2) administer the procedures, standards, best practices, and training associated with the installation, configuration, upgrading, troubleshooting, and repair of network user accounts and connections.
Step 1: Client & Desktop Application Installation & Configuration [core]
The job requirements of this step are basic skills and knowledge required of all IT Support Specialists. These requirements are necessary for specialists to be able to install, configure, upgrade, troubleshoot, repair, and provide help support for the most commonly used desktop clients and applications.
Step 2: Client & Desktop Application User Administration [core]
The job requirements of this step are basic skills and knowledge required of all IT Support Specialists. These requirements are necessary for specialists to be able to administer central user accounts associated with the desktop client.
Step 3: Enterprise Application Administration and Consulting [advanced]
The job requirements of this step are the advanced skills and knowledge required of designated IT Support Specialists (Lead Specialists). These requirements are necessary for the Lead Specialists to be able to provide central support, administration, configuration control, license control, software distribution, advanced help support, consulting, etc, for the desktop clients and applications in use in the County.
Specialized Systems Track
Specialized systems are those that are either limited in scope and distribution, or require a high degree of specialization of duties. Normally, only a primary and an alternate (if needed) IT Support Specialist are designated to support these systems. Examples are phone systems, audiovisual systems, and servers.
Step 1: Specialized Systems Operation and Administration [basic]
The job requirements of this step are basic skills and knowledge required of the designated IT Support Specialists (primary and alternate). These requirements are necessary for system support activities such as MAC (move, add, change), installation, configuration, account administration, troubleshooting, repairs, user training, upgrades, etc.
Step 3: Specialized Systems Administration [advanced]
The job requirements of this step are the advanced skills and knowledge required of an IT Support Specialist designated as a primary system specialist. These requirements are necessary for primary specialists to be able to monitor and tune system performance, automate administrative tasks, customize services, and do other advanced system management tasks aimed at system optimization.
Description of Programming Training Plan
Step 1 & Step 3: Programming Languages & Methods (Basic [Core] & Advanced)
Various programming languages are necessary to support the software applications used by New Hanover County. Each programmer should have a good understanding of language structure and basic functions, as well as the methods used to compile, debug, test and implement the programs. Examples of programming languages used are COBOL, JAVA,
Step 2: Development Environments & Tools [Core]
Developing & maintaining software applications requires knowledge of the environments where the applications will be executed as well as the many tools that are used to develop, monitor & maintain those applications. Environment includes such things as the hardware platform, operating system, and communication system. Tools include such things as editors, debuggers, and code generators.
File Systems & Database Track
Step 1 & Step 3: File System & Database Management (Basic [Core] & Advanced)
Developing & maintaining software applications requires knowledge of the information storage systems used for reading and writing data. The ‘file’ system involved will vary depending on the environment and the needs of the application, and include such types as VSAM, SQL, and DB2.
Step 2: File System & Database Tools & Utilities [Core]
There are a number of tools & utilities used with each of the data storage systems. They are used for such functions as report generation, data transfer, data conversion, file backup/restore, and file optimization.
Application Specific Track
Step 1 & Step 3: Application Specific Training (Basic & Advanced)
In order to support specific applications, the programmer needs a good understanding of how the software functions. This includes routine data entry functions as well as advanced system administrative functions such as setting control tables. The software vendor normally provides this training.
Step 2: Application Specific Tools & Utilities
Many of the software systems include tools and utilities that are designed to work with that system only. They are most often used to generate reports, manipulate data, or maintain the system.
Step 4: On-Going Training
Most software systems are modified or enhanced on a regular basis. These ‘new releases’ often require additional training to learn the new functions or processes. User conferences will normally provide this type of training, as well as ‘refresher’ type training.
Description of GIS Training Plan
Step 1: GIS Software Basic [Core]
Basic GIS software training for all individuals using GIS on a regular basis should include knowledge of ArcView GIS basics, getting data into ArcView GIS, displaying themes, working with tables, creating & editing shapefiles, querying and analyzing themes, geocoding addresses, and creating layouts. All this information is covered in the Introduction to ArcView training course. Training should also include knowledge of GIS spatial concepts, the Arc/Info coverage data model, features & subclasses, database organization, working with spatial data, working with attribute data, spatial analysis, and creating map products with Arc/Info. This information is covered in the Introduction to Arc/Info software training course.
Individuals who frequently use GIS to perform spatial analysis, or are required to provide support to others should be considered advanced users. GIS software training for advanced users should included knowledge of spatial databases, managing tabular databases, relating tabular data with cursors, cartographic production, spatial modeling and proximity analysis, and customization of the Arc/Info working environment. This information is covered in the Advanced ArcView GIS and Advanced Arc/Info training courses. Advanced users should also be familiar with the basic principles associated with incorporating GIS functionality onto the Internet. These principles are taught in the Introduction to ArcIMS training course. Advanced users in the Land Records Dept. should learn how to interactive enter and convert survey data into GIS. Training in these methods is available in the Working with Arc COGO training course.
Advanced users who are required to provide support to other users should be familiar with the basic principles associated with GIS Application Development. GIS Application Development for Advanced Users should begin with the fundamental AML and VB programming skills. They should be introduced to the concepts of the AML language, AML functions, Modularity, VB objects, methods, properties, events, forms, VB variables, VB procedures, arrays, looping, and debugging. These basic principles and fundamental skill are taught in the Preparatory AML and Visual Basic for Arc/Info ODE training course.
Basic database training for all individuals using GIS on a regular basis should include knowledge of information covered in the Microsoft Excel, Microsoft Access, Creating and Managing Geodatabases Using ArcInfo software training courses.
Advanced use of a GIS requires the ability to design, build, and maintain complex database relationships. GIS database training for advanced users should include knowledge of geodatabase structures, enterprise vs. personal databases, DBMS, relationship classes, attribute validation rules, geodatabase topology issues (coincident geometry). This information is covered in the course Designing Geodatabases in ArcInfo.
Once a thorough understanding of spatial databases has been acquired an advanced GIS user should become familiar with the practices and principles of working with a larger more complex spatial database model to allow for multi-user editing and conflict resolution. This knowledge is available in the training course Introduction to ArcSDE Using ArcInfo.
To develop simple task specific applications on the Internet using ESRI products such as ARCIMS, the first step in application development training should be to gain basic knowledge in Introduction to HTML, and JavaScript Programming.
Step 2: GIS Application Development Environment
Advanced GIS application programming will require knowledge of several programming languages in order to develop sophisticated applications that interface with a variety of other software and data processing environments. An advanced GIS application developer should be trained in the Java programming language, the Visual Basic programming language. Furthermore, an advanced GIS application should be complete training courses in these GIS development areas Customizing ArcIMS, Preparatory AML and Visual Basic for Arc/Info ODE, Introduction to Programming ArcObjects with VBA.
Description of Computer Services Training Plan:
Networking
Step 1: Networking Fundamentals [Core]
Learn the basics of network routing standards, protocols, LAN and WAN components, WAN services, and the Internet.
Step 2: Network Hardware Configuration/Installation/Basic Security [Core]
Learn skills in installation and configuration of network components such as routers switches, and bridges. Study configurations to improve network security.
Learn details on configuration and implementation of WINS, DNS, and DHCP for Windows NT/2000 services.
Learn to identify key data to monitor in a network and how to retrieve it from Network devices. Be able to use SNMP and RMON variables to collect critical information. Learn how to use standards-based tools and techniques to analyze and improve network performance.
Learn attach techniques and how to counter them. Configure routers, firewalls, and protect host servers. Study access control issues with Windows NT/2000 servers. Learn objectives, components, architectures, applications and protocols for secure communications. Learn details on VPN and Tunneling Protocols.
Network Operating Systems
Learn installation of WinNT/2K systems, configuration of Active Directory, implementation of security features, understanding of management console, configuration of remote access and VPN.
Learn security features of Active Directory and implementation of group policies, public keys, encrypting files and authenticating users. Learn implementation of Windows remote management.
Develop skills in management of data, i.e. disk, tape, on-line, off-line, optical storage. Learn advanced security techniques such as encryption, password aging, file sharing and active directory
Develop skills in optimization of Windows NT/2000 operating systems. Performance monitoring of the network servers via the Netfinity Director application and tools inherit with the OS.
Other Operating Systems
Learn basic techniques, job control languages and system administration for VM/VSE/CICS, AIX and 0S400 operating systems.
Learn security features and system management techniques for VM/VSE/CICS, AIX and OS400 operating system. Features would include TCP/IP port management, CPU utilization and system monitoring.
Develop skills in management of data, i.e. disk, tape, on-line, off-line, optical storage. Learn advanced security techniques such as encryption, password aging, file sharing and active directory
Develop skills in optimization for VM/VSE/CICS operating systems. Learn performance-monitoring tools for each OS.
Learn installation and configuration techniques for all databases currently supported, i.e. DB2 (Windows & Mainframe), Oracle, and MS SQL Server.
Learn system administration and operator skills for a variety of systems including Windows NT, VSE/CICS/VM, AIX and AS400 operating systems. Skills included IPL, Reboots, Printing, JCL, basic backup techniques and troubleshooting.
Learn skills in tape backups and restore for all systems. Learn concepts of tape library and storage environments.
Learn advanced skills in system administration for all systems. These skills would include basic database management, file management and hardware installation.
Networks
Learn basic skills in networking and data communications. Skills would include understanding TCP/IP, hardware definitions and basic Windows Operating Systems.
Learn basic tools to identify network failures and appropriate fixes.
Learn how to use standards-based tools and techniques to analyze network performance.
Learn Level 1 help desk techniques such as password resets, printer/spooler resets, and problem identification.
Learn Level 2 help desk techniques such as adding/deleting users, remote management for PC support, and network management support.
CHANGE HISTORY:
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10/01/01 |
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Original Document |