System administration support officers from service providers and large organisations apply the skills and knowledge in this unit to manage and administer the network and make recommendations for improved customer support.

ELEMENT

PERFORMANCE CRITERIA

1. Undertake proactive maintenance of system

1.1. Prepare methodology to undertake platform data base optimisation and administration effectively

1.2. Produce a cost benefit analysis of database optimisation schedule to evaluate the effective return on investment (RoI) benefit to the organisation

1.3. Produce training instructions for new users on methodology to ensure effective database optimisation and administration

1.4. Interrogate and monitor system platforms to determine error logs, aging time on processes, data basechecks and system loadings

1.5. Notify appropriate personnel of problems with advice and guidance on likely solutions

1.6. Conduct measurementsof the system from a user perspective on response times and initiate investigations on problem where specifications are not being met

1.7. Assess availability of data storage space and initiate appropriate action where required

1.8. Develop procedures for system backup and restoration, review for efficiency of operation and amend where required

2. Provide application support to system users

2.1. Produce a set of procedures for formal meetings with users on a regular basis for effectiveness to discuss user issues and provide support

2.2. Set up a user support network to provide responsive system administration to users on an ongoing basis as critical issues arise

3. Create and delete user accounts

3.1. Create a hierarchical user profiling system to manage user accounts effectively according to enterprise policy

3.2. Establish and monitor security procedures relating to access according to policy

3.3. Assess grounds for deletion of user accounts and determine necessary action

4. Undertake special investigations

4.1. Evaluate request for investigation to determine detail of action required

4.2. Prepare activity plan including timelines, specific goals, investigative team and resources required to conduct the investigation

4.3. Conduct investigation methodically according to plan and record the findings

4.4. Analyse findings and prepare and forward reports, including recommendations to the requesting body

Required skills

analytical skills to:

perform cost benefit analysis of database

analyse findings of investigation

communication skills to:

liaise with technical and other staff to ensure requirements are known

support users of applications

initiative and enterprise skills to identify improvements to system administration tools and methods

literacy skills to:

interpret technical specifications and related documentation and prepare reports and recommendations

produce training instructions

produce reports on system administration and investigations

numeracy skills to make statistical calculations on traffic predictions

planning and organisational skills to:

prepare methodology for data base optimisation and administration

develop support systems to manage user accounts

prepare activity plan for special investigations

problem solving skills to:

overcome system problems

undertake special investigations

technical skills to:

conduct database and data storage checks

develop user profiling system

interrogate and monitor system platforms:

conduct measurements

monitor system loadings

monitor system platforms

provide system backup and restoration

Required knowledge

back up systems

computer knowledge

meeting procedures

methodology of system administration

network management systems

optimisation and administration database

overview knowledge of telecommunications monitoring tools and telecommunications networks

system:

investigation requests and actions

optimisation

training instructions development

user accounts security and profiling system

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

provide methodology for system maintenance

produce cost benefit analysis and training for database optimisation and administration

conduct system measurements

develop support processes for system users

manage user accounts and security procedures

investigate potential system administration problems and make recommendations.

Context of and specific resources for assessment

Assessment must ensure:

a network for maintenance and analysis of special investigations

equipment and systems manuals, specifications and enterprise policy.

Method of assessment

The following assessment method is appropriate for this unit:

direct observation of the candidate undertaking system measurements and investigations

direct observation of the candidate providing application support, and creating and deleting user accounts

review of reports and recommendations completed by the candidate for special investigations

oral or written questioning to assess knowledge required to prepare methodology for system maintenance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:

ICTNPL6046A Undertake network performance analysis

ICTTEN6043A Undertake network traffic management

ICTTEN6044A Coordinate fault rectification and restoration of service following network outages

ICTTEN6045A Implement planned network changes with minimal impact to the customer.

Aboriginal people and other people from a non-English speaking background may have second language issues.

Access must be provided to appropriate learning and assessment support when required.

Assessment processes and techniques must be culturally appropriate, and appropriate to the oral communication skill level, and language and literacy capacity of the candidate and the work being performed.

In all cases where practical assessment is used it will be combined with targeted questioning to assess required knowledge. Questioning techniques should not require language, literacy and numeracy skills beyond those required in this unit of competency.

Where applicable, physical resources should include equipment modified for people with special needs.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Methodology may include:

implementation

logical design

scoping

technical optimisation.

Optimisation refers to:

steps:

add indexes

combine tables

de-normalise

sort

store derived data

use ranges.

Administration includes:

administer users

awareness of database security

awareness of net and shared services

control database

create database

install database software

manage database interfaces

manage schema objects and data

manipulate storage structures

monitor and resolve lock conflicts

perform database backup

perform database recovery

performance monitoring

proactive maintenance.

Cost benefit analysis indicators include:

benefit cost ratio (BCR)

net benefit

net present value (NPV)

present value of benefits (PVB)

present value of costs (PVC)

System platforms may include:

Command post

HP open view

Oracle

SUN Operating system

UNIX

Windows 2000

Windows NT.

Data base checks refer to:

use of system resources, such as:

central processing unit (CPU)

internal and external hard drives

mesh networks

RAM

server farms

servers.

Problems may include:

authorisations

backups

CPU usage time

data retrieval

flaky sectors on hard drive

lockups

logons

security breaches.

Measurements of the system may refer to:

simulated or live environment

dummy loading of data to measure response in various situations, such as adding new customers to an existing data base.

Specifications refer to:

speed of response and applications

vendor or platform and application specific.

Data storage may include:

software and hardware variations

software redesign

storage area networks (SAN)

storage rearrangements.

User support network may include:

email for logging issues

helpdesk for routine user support

hotline for critical system support

Wiki for collaborative and interactive user network and support.

User profiling system may include:

allocation of users to specific groups

creation of customer user groups

creation of system access levels

creation of user profiles.

Security may include:

encryption

firewall

logons with username and password

PINs

session initiation protocol (SIP).

Request for investigation may include:

accessibility

availability

bandwidth allocation

data rate

filtering

network congestion

performance of platform

performance of platform application

remote access using virtual private network(VPN)

uploads and downloads.

Unit sector

Telecommunications

Telecommunications networks engineering

This unit contains employability skills.