Towards Certification of Computing Professionals in Malaysia

Zaharin Yusoff (Prof. Dr.)

10 September 2013

Some Basics

PIKOM reported for 2011: 529,600 ICT practitioners 9.8% of GNI (RM294b) ICT is now: Science Technology Engineering (also remains an art for certain areas) Professional certification: Other domains: Engineering, Medical, Law, . ICT: UK, US, Australia, .

Professional Certification

Advantages: Assurance of some level of rigour and quality Employability (for employers and employees) International recognition Disadvantages:

Lesser opportunities (for those non-certified) Difficulties in getting certified

International Practices for certified professionals: Supports Open Source (a norm) International mobility (via established standards) Seoul Accord: mutual recognition of academic degrees IFIP/IP3: mutual recognition of professional certification .

Certified Computing Professionals

(Scope of Certification)

If there is certification who should be certif

Basic Definitions (1/2)

A Professional is a person formally certified by an oversight professional body belonging to a specific profession by virtue of having completed a required course of studies and/or practice, and whose competence can usually be measured against an established set of standards, acting to safeguard the public interest (or to some extent commercial interest). A professional guarantees, and this guarantee is at the risk of: Legal action Fines, suspension and deregistration

Basic Definitions (2/2)

A Professional delivers solutions, which may be tangible (e.g. buildings, bridges, computer/network devices, software modules/applications), or at least formally structured (e.g. legal defense, architectural designs, accounting compliance, software architectures, network designs).

As such, and in addition, the solutions need to:

follow a certain set of rigorous processes for the analysis, design, development, testing and delivery phases, which can be systematically documented and explained (hence reproducible), and then signed off at each phase by the professional to guarantee a high level of QUALITY (safety, security, reliability and effectiveness). be of sufficient complexity that would be beyond the competence of an ordinary (or even a sophisticated) user, which as a rule of thumb, would take at least 4-6 years of training and experience to master.

Some Elaborations (1/2)

From the above, obtaining professional certification to handle problems of sufficient complexity that usually requires 4-6 years of training/experience is usually attained by successfully going through a degree programme recognised by an appropriate Oversight Professional Body, followed by a certain number of years of experience. [Any alternative route (e.g. via experience only) to attain professional certification will have to be endorsed/recognised by the said body]. As mentioned, tangible/structured solutions are obtained through systematic and rigorous processes for analysis, design, development, testing and delivery phases as depicted below and mapping these to the innovation or solution creation spectrum from concept (idea) to delivery (to users). Professionals are generally situated in the development process of the innovation or solution creation spectrum from concept to delivery:
Analysis Design Development Testing Delivery

Conceptualisation
Idea/Conc ept Proof of Concept Laboratory Prototype

Development
Choice of Technologies

Delivery
Solution
User Perspective

Product

Users/ Client s

Some Elaborations (2/2)

Conceptualisation
Theoreticians Applied

Development
Technologists
PROFESSIONALS

Delivery
Solution Providers Sales Consultants

Users/ Clients

There is a very thin line between Theoreticians/Applied, Technologists/Professionals and Solution Providers/Sales Consultants. As general indications, we have: Theoreticians work out the fundamentals (usually mathematically and in abstraction) resulting in theories and models. Applied are those who test out the fundamentals in the physical world (Physicists are typical examples), and often develop laboratory prototypes. Technologists turn laboratory prototypes into industrial products and ensure they are fit for delivery to users/clients. Professionals are Technologists with professional certifications and can sign off to guarantee safety, security, reliability and effectiveness. Solution Providers place the resulting products in a possibly larger framework that would give socio-economic benefits to users/clients. Sales Consultants work out the proper perspective in the user/client environment.
In a hypothetical (and perhaps rather inappropriate) analogy in a solution for travelling to Mars the Theoreticians would work out the fact that it is mathematically possible (e.g. that there are no black holes between Earth and Mars), the Applied would develop a laboratory prototype (perhaps to convince the investors), the Technologists would build the rocket that will actually get to Mars (but are not authorised to sign for its reliability), while the Professionals would sign it off (and even guarantee that the rocket could come back to Earth). As for the rest, the Solution Providers are the astronauts, and the Sales Consultants are those who would convince the astronauts that the rocket is safe enough While us Users/Clients watch all the fun live on television.

Types of Certification

There are three general types of certification, listed in order of development level and portability corporate (internal), product-specific, and profession-wide:
Corporate, or internal certifications, are made by a corporation or low-stakes organisation for internal purposes. For example, a corporation might require a one-day training course for all sales personnel, after which they receive a certificate. While this certificate has limited portability to other corporations, for example it is the most simple to develop. Product-specific certifications are more involved, and are intended to be referenced to a product across all applications. This approach is very prevalent in the information technology (IT) industry, where personnel are certified on a version of software or hardware. This type of certification is portable across locations (for example, different corporations that use that software), but not across other products. The most general type of certification is profession-wide. Certification in the medical profession is often offered by particular specialties. In order to apply professional standards, increase the level of practice, and possibly protect the public (though this is also the domain of licensure), a professional organization might establish a certification. This is intended to be portable to all places a certified professional might work. Of course, this generalization increases the cost of such a program; the process to establish a legally defensible assessment of an entire profession is very extensive. An example of this is a Certified Public Accountant (CPA), which would not be certified for just one corporation or one piece of accountancy software but for general work in the profession.

SUMMARY (Scope of Certification)

Any certification involving the government should be restricted to the third type. Profession-wide, so as to avoid any possible conflicts of interest. And the following indicate who should be given professional certification:
KEYWORDs: Oversight professional body Profession Required course of studies and/or practice Competence Established set of standards Public(safety)/commercial interest Analysis Design KEYWORDs: Solutions tangible, structured Sign off/guarantee rigorous processes, systematic documentation Sufficient complexity 4-6 years of training/experience This RULES OUT: Solely Theoreticians and/or Applied Solely Solution Providers and/or Sales Consultants Development Testing Delivery

Conceptualisation
Idea/Conc ept Proof of Concept Laboratory Prototype

Development
Choice of Technologies

Delivery
Solution
User Perspective

Product

Users/ Client s

Conceptualisation
Theoreticians Applied

Development
Technologists
PROFESSIONALS

Delivery
Solution Providers Sales Consultants

Users/ Clients

Computing Graduates in the Sub-Disciplines (ACM)

Computer Science and Software Engineering Graduates will produce the highest percentage of professionals

Computer Systems and Networks specialists are also professionals providing rigorous processes are adopted A University

Current Job Classifications

Analysis Design Development Testing Delivery

Conceptualisation
Idea/Conc ept Proof of Concept Laboratory Prototype

Development
Choice of Technologies

Delivery
Solution
User Perspective

Product

Users/ Client s

CONCEPTUALISERS Team Lead 440

DEVELOPERS Application Developer Net Consultant Net Programmer C/C++ Programmer Cobol Programmer Java Consultant Java programmer JDE Consultant Navision Analyst Programmer PHP Programmer RPG Programmer Software QA Engineer Solution Architect Application Assurance Engineer Database Architect Network Engineer Oracle Consultant

5696

DELIVERERS USERS Consultant (General) Computer Operator ABAP Consultant Customer Support Engi Chief Information Officer (CIO) IT Marketing Executive Data Centre Solution Analyst IT Sales Engineer E-Commerce Consultant Lotus Notes Analyst IT Business Analyst IT Business Development manager IT Manager 1752 IT Project Coordinator IT Project Manager IT Resource Manager IT Security Specialist Oracle Database Administrator PeopleSoft Consultant SAP Consultant Sharepoint Specialist Siebel Specialis SQL Database Administrator Technical Support Engineer Technical Writer 4131 Webmaster

Board of Computing Professionals Malaysia

[Part of a National Agenda]

Towards Certification of Computing Professionals

OBJECTIVES (as part of national objectives): Producing resilient (long shelf-life) graduates Moving the country towards a producer nation in ICT

National ICT Agenda (HR for IT)

ICT HUMAN CAPITAL DEVELOPMENT FRAMEWORK (MOHE Task Force):
4 VCs in ICT + all IPTA ICT Deans PIKOM, MNCC, MOHE, MOSTI, MAMPU, JPA, Mdec, MIMOS, .

Key Engagement with Project Stakeholders

Pre-study phase
Preliminary survey on BCPM Open Day (abt 200 participants) 13 Dec 2011 Full questionnaire survey carried out online, incl. facilitation by PIKOM 28 May to 11 June Formalisation of this study & appointment of consultants

Actual Study phase

ICT Community Workshop

Responses to Open Day feedback led to full survey

Briefing of project to HR ICT Taskforce 30 Aug

Consultation with local board of professionals for other sectors

Project closure

Dec 2012

1st Half 2012

July Sept 2012

Oct Nov 2012

Dec 2012

Briefing of this project to MADICT 28 Sept Desktop research on and correspondence with ICT societies of 4 selected countries

Deliberation of analysis and recommendations with Working and Steering Committees

Extension of online survey for ICT industry 28 Oct to 4 Nov

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Results of the Study

Open Day Feedback

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Nationwide Online/Paper Survey

The survey conclusions:
The initiative to establish BCPM is strongly supported BCPM is to be established as a new entity via an Act of Parliament

The Act is to contain minimally an establishment clause that will regulate individuals in the following categories: Registered IT Practitioners Registered IT Professionals However, the following are not recommended: Regulating the industry (as a clause in the Act) Registered IT Services Providers (as an additional category) BCPM should be run as an independent body with minimal intervention from the Government, with Board members being elected via an AGM

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Feedback From the Workshop

Conducted on 13Dec, 2012 in Putrajaya Attended by the ICT community, represented by the ICT company executive officers, Academia and Government Discussed and deliberated on the proposed establishment of the BCPM
Appendix 5 Opinions from the Workshop The final workshop is the culmination of an extensive study conducted on the proposed Board of Computing professionals Malaysia (BCPM) spanning over a period of almost 7 months of extensive studies, interaction with major stakeholders, two surveys and a comprehensive analysis of four local boards of professionals and four international societies. The final workshop was held in Putrajaya on 13 th December 2012 hosted by MOSTI and covering a broad demography of the ICT community, attended by ICT company executive officers, Academia and Government. The topic discussed and moderated was the formation of the Board of Computing Professionals Malaysia (BCPM). The following key questions where tabled: Issue 1: How should the board be established? via a new Act or an existing Act; by a new entity or an existing entity? (e.g. PIKOM, MNCC etc.) Should the Board function as an independent body? What are your expectations on Government involvement? Is there a need to register IT Services Providers? Should the Board regulate the industry?
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Issue 2: Issue 3: Issue 4:

Review of Local Boards of Professionals

Malaysian Medical Council (MMC) A corporate body established under the provisions of section 3(1) of the Medical Act 1971

Malaysian Bar Council (MBC) An independent NGO established under the Ordinan Peguam Bela dan Peguam Cara 1947 (subsequently replaced by Akta Profesion Undangundang 1976)

Board of Engineers Malaysia (BEM) Established in 1972, BEM is a statutory body constituted under the Registration of Engineers Act 1967 with perpetual succession and a common seal

Land Surveyors Board (LSB) A corporate body, established in 1958 under the Licensed Land Surveyors Act 1958, with perpetual succession & a common seal The act is only imposed for Peninsular Malaysia (Sabah & Sarawak each has a separate act and governance body) Regulate and control the licensing of land surveyors and related matters Provide leadership in upholding and the advancement of the survey and mapping profession

Background

Objectives

Protect, promote & maintain the health and safety of the public through professional medical practice

Upholding the cause of justice without any fear or favor Protect & assist the public on law incidentals Represent, protect & assist members of the legal profession

Regulate the professional conduct and practice of registered engineers in order to safeguard the safety and interest of the public Provide excellent service to Registered Engineers and stakeholders, carry out activities to improve its standards

Non-Governmental Organisation

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Review of International ICT Societies

Australian Computer Society (ACS) To become a CP or a CT, applicant must be a member of ACS and undergo a formal Certification Assessment (competency-based) The assessor will consider experience and education, and will award the certification that fits with the competencies The ACS will maintain and publish on its website a Register of all approved CTs and CPs CPD is required to maintain CT or CP status A member may resign from membership at any time by notice in writing to the CEO or the Honorary Secretary of the member's Branch

British Computer Society (BCS) Criteria to apply for Chartered IT Professionals (CITP): BCS member 8-10yrs IT working experience (5yrs min. relevant experience is required) Spent 3 of the past 5 yrs working in significant roles of responsibility, accountability and challenging activities Demonstrate personal influence and well developed business skills Skills Framework for the Information Age (SFIA) level 5. SFIA is the UK Govt.s high-level IT skills standard Applicant is required to perform presentation, sit for interviews
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Computer Society of India (CSI) Generally, a professional joins CSI as an Associate member and upgrades himself to Senior Member over a period of time The Fellowship is awarded to life members of CSI based on their contribution to the Society. The honorary Fellowship is given to non-members in recognition of their contributions to the promotion of IT

Computer Society South Africa (CSSA) To apply as Professional Member, applicant must have 3yrs of continuous CSSAs membership and meet the required minimum points. In addition, must be prepared to commit to Continuing Professional Development (CPD) The CPD responsibility commences in the year following acceptance as a Professional Member

Membership (Qualification / Certification)

BCPM Benchmark Studies Recommendations

(A) Recommendations Based on Local Boards (B) Recommendations Based on International ICT Societies Final Recommendations based on (A) and (B)

Roles & Responsibilities

Maintain the Register of: ICT Practitioners ICT Professionals Facilitate computing practitioners and Professionals registration Evaluate academic qualifications Regulate the conduct and ethics of the computing profession Settle disputes on professional conduct and ethics Fix the scale of fees

Represent members and the IT Profession, and liaise with other professional bodies on IT strategic issues Promote the study and practice of computing Advance computing knowledge and education for the publics benefit Accredit individual professional competence Maintain the Register of: ICT Practitioners ICT Professionals Accredit individual professional competence Facilitate computing practitioners and Professionals registration Evaluate academic qualifications Regulate the conduct and ethics of the computing profession Settle disputes on professional conduct and ethics Fix the scale of fees
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Represent members and the IT Profession, and liaise with other professional bodies on IT strategic issues Promote the study and practice of computing Advance computing knowledge and education for the publics benefit Accredit individual professional competence Maintain the Register of: ICT Practitioners ICT Professionals Accredit individual professional competence Facilitate computing practitioners and Professionals registration Evaluate academic qualifications Regulate the conduct and ethics of Registered ICT Practitioners and Professionals Settle disputes on professional conduct and ethics Fix the scale of fees

Mutual Recognition Societies Recommendations

BCPM has to have the statutory powers or recognised professional authority for accrediting/recognition programs, and has to be an entity separate from other governing bodies, such as the Government, as well as the providers of academic programmes, namely the universities. For international mutual recognition of academic programmes, the curriculum guidelines of the Seoul Accord (and in particular, the Graduate Attributes) should form the core for BCPM accreditation of academic programmes For international mutual recognition of professional certification, the Skills Framework for the Information Age (SFIA) should form the core for BCPM certification of professionals. Signing the Seoul Accord and obtaining IP3 accreditation should be given top priority in BCPM and hence the due attention.

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Underlying Principles for the Key Recommendations

Questions analysed and responded to in the Final Report 1) Is there a need for a Board?

2) The Boards main functions (Accrediting of Programmes & Certification of Professionals)

3) Categories for Certification of Professionals (Comp Practitioners & Comp Professionals)

4) International mutual recognition (Seoul Accord & IFIP/IP3)

5) Board set up (new entity, existing body, within Government, etc.) 6) Should the Board be mandated via an Act?

7) How neutral should the Board be?

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Possible Options for BCPM Establishment

Appendix 10 Implications of Possible Options on BCPM Establishment
New BCPM Act This is the preferred choice, as it is the surest and fastest way for the establishment as well as for providing an assurance of effectiveness (especially in terms of compliance) There are no major implications, except perhaps for the sensitivities of having an Act, which may be perceived as a form of Government control and regulating the industry Existing Act or Newly Proposed Act The existing ICT Acts are very particular in nature, e.g. Communications and Multimedia Act (CMA) and it would be complicated to modify the respective Acts to accommodate the particular needs for the proposed BCPM in terms of: - definition - function - appointment of Board members - certification(e.g. CMA certifies competency levels but not at higher professional levels) ICT is a multi-faceted industry with its own peculiarities, especially with many non-graduate practitioners. As such, a major revamp on the existing Acts may be required to meet the specific requirements (e.g. to allow nongraduate practitioners to be certified)
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Without Act A Board/Society grown organically would usually take a very long time to gain acceptance by the community A very clear mandate is very necessary to ensure compliance for - accreditation of academic programmes - certification of professionals Difficult to control the Board and/or members on a regulatory basis (if this is ever needed)

New Entity

Key Recommendations [1 of 4]

4 independent set of recommendations were analysed and combined Survey results Comparison on Local Boards of Professionals Benchmark study on International Societies Requirements from international mutual recognition Societies

Set of Key Recommendations

#1 - Establishment #2 - Statutory Powers #3 - Certification Categories #4 - International Mutual Recognition #5 Neutrality of the Board #6 Functions of the Board #7 Way Forward Timeline

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Key Recommendations [2 of 4]
Key Recommendation #1 Establishment: The Board is to be set up as a new entity via an Act of Parliament, with: An establishment clause, but No clauses to regulate the industry Key Recommendation #2 Statutory Powers: BCPM is to have the statutory powers or be the recognised professional authority for: Accrediting/recognition programs Certification of professionals Key Recommendation #3 Certification Categories: The categories for certification are: Registered IT Practitioner Registered IT Professional The category for Registered IT Services Providers for companies shall not be considered for the moment
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Key Recommendations [3 of 4]
Key Recommendation #4 Attaining International Mutual Recognition: The following are to be given top priority: Curriculum guidelines of the Seoul Accord (in particular, the Graduate Attributes) should form the core for BCPM accreditation of academic programmes Skills Framework for the Information Age (SFIA) of IP3 should form the core for BCPM certification of professionals Signing the Seoul Accord and obtaining IP3 accreditation should be given top priority, plus to obtain strong Govt. support

Key Recommendation #5 Neutrality of the Board:

BCPM should be run as an independent body with minimal Govt. intervention: BCPM has to be an entity separate from other governing bodies, such as the Govt., as well as the providers of academic programmes, namely the universities Board members should be elected via an AGM

30

Key Recommendations [4 of 4]
Key Recommendation #6 Functions of the Board: Represent members & the IT Profession, and liaise with other professional bodies on IT strategic issues Promote the study and practice of computing Advance computing knowledge and education for the publics benefit Accredit individual professional competence Maintain the Register of: ICT Practitioners ICT Professionals Facilitate computing practitioners and Professionals registration Evaluate academic qualification Regulate the conduct and ethics of the computing profession Settle disputes on professional conduct and ethics Fix the scale of fees Key Recommendation #7 Way Forward Timeline:

The timeline is produced based on the above key recommendations.

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Way Forward

Way Forward for BCPM Establishment [1 of 2]

MOSTI submit report to JK Kabinet PMI

Establish BCPM Sign Seoul Accord Appoint Protem Appoint Council Sign IFIP

Finalise legal draft (RUU)

Table to Parliament

Year 1 Q1 Q2 Q3 Q4 Q1 Q2

Year 2 Q3 Q4 Q1 Q2

Year 3 Q3 Q4 Q1 Q2

Year 4 Q3 Q4

Setup administrative functions Acquire startup fund Accreditation of academic programmes & certification of professionals Preparation for accreditation & certification

Engage international ICT societies

Note: BCPM to sign Seoul Accord and IP3 after 3yrs establishment (based on feedback from ACS & IFIP)
33

Way Forward for BCPM Establishment [2 of 2]

Year 1: Submit report to National HR ICT Taskforce Review and finalise the legal draft and table to Parliament Appointment of Protem Acquire start-up fund from Government Year 2: Appointment of BCPM members and its Council through AGM election Appointment of administrative team Initiate the preparation for academic programmes accreditation and professionals certification Engage with international ICT societies for mutual recognition on academic programmes accreditation (Seoul Accord) and professional certification (IFIP IP3) Year 3: Implement the academic programmes accreditation and professionals certification Continue to engage with the international ICT societies for mutual recognition Year 4: Sign the Seoul Accord Sign the IFIP IP3
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THANK YOU MERCI GRAZZIE GRACIAS SPASIBA DANKE MANGE TAK NAN DHRI

TERIMA KASIH

ARIGATO
SHUKRIYA

XIE-XIE NI
KAMSIAH / MMKOI

JABAI INAU
NGGO BUTE KABU

KOP KUN KAH

APPENDIX: The COMPUTING vs IT Debate

COMPUTING as the Main Discipline

Is it?: Board of Computing Professionals Malaysia (BCPM), or Board of Information Technology Professionals Malaysia (BITPM) World bodies, such as ACM (Association of Computing Machinery), AIS (Association for Information Systems), and IEE-CS (Computer Society), define the discipline as COMPUTING with 5 sub-disciplines [which includes Information Technology (IT)]: Computer Engineering (CE) Computer Science (CS) Software Engineering (SE) Information Systems (IS) Information Technology (IT) The sub-definitions are as follows:
[COMPUTING is the PROFESSION that applies its results via the IT sub-discipline]

Computing (ACM) = CE + CS + SE + IS + IT

Computer Engineering (CE): Computer engineering is concerned with the design and construction of computers and computer-based systems. It involves the study of hardware, software, communications, and the interaction among them.

Computer Science (CS): Computer science spans a wide range, from its theoretical and algorithmic foundations to cutting-edge developments in robotics, computer vision, intelligent systems, bioinformatics, and other areas. Computer scientists design and implement software, devise new ways to use computers, and develop effective ways to solve computing problems.
Software Engineering (SE): Software engineering is the discipline of developing and maintaining software systems that behave reliably and efficiently, are affordable to develop and maintain, and satisfy all the requirements that customers have defined for them. The domain has evolved in response to factors such as the growing impact of large and expensive software systems in a wide range of situations and the increased importance of software in safety-critical applications.

Computing (ACM) = CE + CS + SE + IS + IT

Information Systems (IS): Information systems specialists focus on integrating information technology solutions and business processes to meet the information needs of businesses and other enterprises, enabling them to achieve their objectives in an effective, efficient way. This disciplines perspective on information technology emphasizes information, and views technology as an instrument for generating, processing, and distributing information.
Information Technology (IT):

Information technology is a label that has two meanings. In the broadest sense, the term information technology is often used to refer to all of computing.
In academia, it refers to undergraduate degree programs that prepare students to meet the computer technology needs of business, government, healthcare, schools, and other kinds of organizations.

In some nations, other names are used for such degree programs. As opposed to Information Systems, its emphasis is on the technology itself more than on the information it conveys. IT is a new and rapidly growing field that started as a grassroots response to the practical, everyday needs of business and other organizations.

More information about Confusing Terminologies

Computer Science: Computer science (or computing science) is the study and the science of the theoretical foundations of information and computation and their implementation and application in computer systems. Computer science spans a wide range, from its theoretical and algorithmic foundations to cutting-edge developments in robotics, computer vision, intelligent systems, bioinformatics, and other areas. Computer scientists design and implement software, devise new ways to use computers, and develop effective ways to solve computing problems.
Computing: Computing is the activity (or discipline) of using and improving computer hardware and software. It is the computer-specific part of information technology. Information Technology: Information Technology is the area of managing technology and spans a wide variety of areas that include but are not limited to things such as processes, computer software, information systems, computer hardware, programming languages, and data constructs. In short, anything that renders data, information or perceived knowledge in any visual format whatsoever, via any multimedia distribution mechanism, is considered part of the domain.

Producing Resilient (Long Shelf-Life) Graduates:

Meeting Industry HR demands Resolving the Mismatch Problem
12% OS & Servers 3% Business Analytics 5% SAP/ ERP 3% Multimedia Tools

3% 21% 41% 12% Hardware Network Software Database design Security Development

71% of our graduates from IT programmes are largely not employable as only 11% are required

5%

24%

71%

Computer Engineering

Computer Science
Systems AI

Software Engineering

Information System

Information Technology

OS

Networks

Data is based on Frost and Sullivans 2010 study for MDeC

Current Supply Current Demand

IT/Computing Term Differentiation

The term IT is so broad that it includes even Bank tellers and other IT users. Many smaller private colleges have taken advantage of this, to produce non-employable graduates

Categorisation of K-Workers
Conceptualizers - those who conceive of and sketch out the basic nature of a computer system artifact: Entrepreneur Computing Product designer Research engineer Systems analyst Computer science researcher Requirements analyst System architect Developers - those who work on specifying, designing, constructing, and testing an information technology artifact: System designer Programmer Computing Software engineer Tester Computer engineer Microprocessor designer Chip designer Modifiers/Extenders - those who modify or add on to an information technology artifact: Maintenance programmer Programmer Software engineer Computer engineer Computing & Database administrator

& IT

IT

only

Supporters/Tenders - those who deliver, install, operate, maintain, or repair an information technology artifact: System consultant Customer support specialist Help desk specialist Hardware maintenance Specialist Network installer Network administrator

IT only