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When an employee enters data into the Cell Tracking System, for what is the employee ultimately responsible?
the quality of the data
the Abandonment Rate
the resolution of the problem
the Average Speed of Answer
Which analysis report helps a manager determine the need for additional organizational skill development?
Acme Brick Company is experiencing significant growth and making rapid changes to its technology.The increased number of support calls has impacted service levels. To solve the problem, management is considering outsourcing, insourcing, or contracting for staff.In which situation should management choose the "contracting for staff" option?
Management believes that call volumes will remain at the current levels for the next several years.
Management believes that staffing loads have peaked and that things should slow
down over the next two weeks.
Management is uncertain as to the support headcounts that will be needed in the
months ahead, but it is certain that increase are needed now.
Management believes that dealing with support organization issues is distracting its
attention and ability to deliver new business applications.
Which two methods are ideal for determining the expectations of key stakeholders? (Choose two)
survey focus groups
call other Help Desks
call service providers
Answer: A, B
Which three should be included in the professional development plans for your staff?
a list of classes available in your corporate training center.
a list of training programs that the staff member should take in the month ahead.
an assessment of each member's strengths and weaknesses in comparison to those that are required for the current position
an assessment of each member's strengths and weaknesses in comparison to those that are required for the next job which the staff member is seeking
Answer: B, C, D
How can you motivate others to seek guidance?
emphasize changing behaviors rather than people.
Provide incentives that are challenging yet attainable
Use personal visits as an opportunity for employee feedback, support, and mentoring
Evaluate performance of team members and provide support to facilitate optimum performance.
What are two benefits of protecting and enhancing the image of the Help Desk? (Choose
timely call avoidance
reduced resolution rates
potential business growth
improved employee morale
Answer: C, D
Service Level Agreement document the level of service provided as well as the level at which service is provided by which two parties? (Choose two)
Help Desk manager
Answer: A, C
Which commonly used technology supports workflow management within a Call
broadcast messaging devices
EMC E20-380 Exam (Storage Management Implementation) Detailed Information
Additional Training, Tools and Resources available anytime, anyplace
An overview of the EMC Proven Professional Program and VCE Certified Professional frameworks, with Tracks, Audience Type, and Levels.
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EMC Proven Professional certification brings powerful benefits to individuals and the companies for which they work.
EMC Proven Professional exclusive benefits >
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Detailed listing of certification exams with corresponding training and practice tests.
EMC Proven Professional exams & training >
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Access helpful information about certification program policies and managing your certification.
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Training and Certification
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Learn to leverage your information infrastructure.
Be ready to manage your information growth.
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EMC Education Services
Our approach to training is simple—provide training that is relevant, timely, convenient, and cost-effective. Our goal is to ensure that you maximize the return on your EMC investment.
Learn more on the EMC Education Services site view software training
Other EMC education sites:
Content Management (EMC Documentum, EMC Captiva)
Information Security (RSA)
EMC Proven Professional Certification
EMC Proven Professional is the premier learning and certification program in the information storage and management industry. Sign up to invest in yourself, validate your expertise, and get proven.
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EMC Certification Guide: Overview And Career Paths
By Ed TittelAPRIL 14, 2016 11:00 AM
IntroductionEMCSA: EMC Storage AdministratorEMCDSA: EMC Data Scientist AssociateEMCCA: EMC Cloud ArchitectEMCCAD: EMC Cloud Administrator
Your Storage Career With EMC Certs
EMC offers certifications in enterprise storage, including tracks for data scientists, cloud (data center) architects, cloud administrators, as well as vendor-neutral options. Learn more about EMC's certifications and career paths for IT professionals.
EMC has been a market leader in the storage space for more than two decades. With such tenure comes a responsibility to train and certify storage engineers, developers, administrators and architects on the company's hardware and software. EMC accomplishes that goal through its Proven Professional certification program, and uses this program to maintain stringent training and certification requirements, as well as to provide a conduit for gathering valuable feedback from customers and IT professionals. Becoming a certified EMC Proven Professional allows direct input into EMC's product teams, so certification holders can affect the timing and feature-sets for EMC products and services.
EMC is so popular and successful that it comes as no surprise that the company has garnered the attention of various IT industry powerhouses. Currently, Dell plans to acquire EMC for $67 billion. There are bound to be changes at EMC once that acquisition is final, so credential seekers should check the EMC site frequently for potential updates to the EMC certification program.
EMC Certification Program Overview
Various specialization tracks exist within the Proven Professional program, allowing certificate holders to attain a depth of knowledge—which most EMC users cannot acquire—in specific areas of EMC products and storage technologies in general. Proven Professional tracks include data scientist, cloud architect, cloud and storage administrator, technology architect, engineer (cloud, platform and implementation), application developer and system administration. EMC also offers product-specific certifications for customers who utilize EMC ScaleIO, ViPR, Data Protection Advisor and XtremeIO storage solutions.
Most, but not all, Proven Professional tracks come in three levels: Associate, Specialist and Expert. The EMC certification process allows Proven Professionals to acquire experience and knowledge that can greatly assist in acquiring and flourishing in a storage-related job.
Each certification track in the Proven Professional program identifies a specific target audience. Current tracks that are open to any and all interested parties include the following:
Data Scientist (EMCDS)
Cloud Architect (EMCCA)
Cloud Administrator (EMCCAD)
Tracks geared towards EMC partners and customers include:
Storage Administrator (EMCSA)
Product/technology specific (ScaleIO Server-based SAN, ViPR Controller and Data Services, ViPR SRM Storage Resource Management, and Data Protection Advisor)
Tracks designed for partners only include the following:
Product/technology specific (XtremIO flash storage solutions)
Technology Architect (EMCTA)
Cloud Engineer (EMCCE)
Platform Engineer (EMCPE)
Implementation Engineer (EMCIE)
Prerequisites, pertinent technologies covered and additional specifics for each certification track and knowledge level are available on the Proven Professional website. Note that EMC provides free practice tests so that you can evaluate your readiness for each certification exam in advance. Of course, scoring a passing grade on the practice exam doesn't guarantee that you will pass the real exam, but relevant practice exams can indicate knowledge areas where you need more work prior to taking the real thing.
The following sections walk you through EMC certifications that are available to all interested parties and that don't focus on a particular technology. You'll also learn more about the job roles associated with each certification.
MORE: IT Career Paths & Certification Guides
MORE: Best IT Certifications
MORE: Best IT Training
MORE: All IT Careers Content
EMCSA: EMC Storage Administrator
If you are an EMC customer or partner and interested in storage, an excellent place to start the certification process is via the EMC Storage Administrator (EMCSA) certification. The EMCSA certification offers all three certification levels and completing the Associate Level certification requires you to pass just one exam, covering either information storage and management or backup recovery systems and architecture.
Although EMC recommends various instructor-led training (ILT), book-based training and online e-learning courses to prepare for passing each of these exams, there are no training or experiential prerequisites you must complete before taking the exams. Note that there are product-specific sub-tracks within the EMCSA certification, both at the Specialist and Expert levels.
Think about it: by passing a single storage exam, you can kick off your Proven Professional certification efforts and be well on your way to a better, more challenging job in the exciting world of storage technology!
Your First Job In Storage
With the lines continuing to blur between network, server and storage administrators, your first exposure to storage technology could well be in your current job. Software-defined networks and storage, cloud-based storage and virtual network overlays are all part of the movement towards virtualized storage systems. While storage area network (SAN) administrators have traditionally held jobs with a laser focus on physical storage strategies, the storage administrator of the future will have to know and understand physical and virtual storage, network and server technologies.
Now that infrastructure virtualization is settling into proven, production-ready technologies and techniques, storage administration must also move into storage/network/server administration rather than distinct disciplines for each area of expertise. As you proceed through the EMC storage certification process, be sure to pay close attention anytime the topic of virtualization appears. Virtualization of all types is profoundly impacting IT infrastructure, and storage virtualization is a huge part of that change.
EMCDSA: EMC Data Scientist Associate
The EMC Data Scientist Associate (EMCDSA) is a foundational certification that exposes you to the basics of big data and data analytics. Topics for this certification include an introduction to data analytics, characteristics of big data and the role of data scientists. Also covered are a variety of big data theories and methods, including linear regression, time-series analysis and decision trees. Various cutting-edge big data tools, such as Hadoop, "R" and PostgreSQL, are covered as aids to data analytics efforts.
EMC occasionally offers bundles of video ILT courses and an exam voucher at a significant discount, so be sure to check the EMC Proven Professional website before embarking on a new certification track.
Data Scientist, Business And Data Analyst Job Roles
The job role and description for data scientists is a fairly new development in the world of storage technology. Previously, storage analysts might have also been called "business analysts" or "data analysts," with distinct differences between the focus for each such role. IT business analysts are responsible for maintaining a business perspective on IT functions and operations, combining IT priorities with the business priorities of a company. Data analysts have traditionally focused on the technical aspects of storage and data management.
The data scientist role is a conglomeration of these two analyst roles: combining a strong technical background and understanding of data analytics with the acumen to recognize the impact of IT decisions on business operations. As you can see, a data scientist builds a bridge between the IT world and the business world, so that each side can appreciate concerns and input from the other. Think of data scientists as big-picture business leaders with a strong technical background in data analytics and management; in other words, they represent (and create) the best of both storage worlds.
EMCCA: EMC Cloud Architect
The EMC Cloud Architect (EMCCA) certification is your stepping stone from a storage administration or engineer role to becoming a full-fledged member of the storage elite. The EMCCA certification prepares storage specialists for migrating storage technology and applications to virtualized data centers or to the cloud. Data centers based purely on physical servers and infrastructure are quickly going the way of the dodo as virtualization technology transforms data centers into beehives of virtualization activity. EMCCAs help design virtual storage services and migration strategies as companies move from physical storage to virtual storage, or some mixture of the two.
EMCCAs learn generalized design consideration for virtualization of storage capabilities. The EMCCA certification is offered at all three knowledge levels and each level has its own specialization topic:
Associate: Cloud Infrastructure and Services
Specialist: Cloud Infrastructure Planning and Design
Expert: Cloud Services Planning and Design
The Cloud Architect Job Role
Cloud architects belong to the vanguard of storage architects that are leveraging their talents to virtualize storage infrastructure, as well as the underlying networks that support it. With cloud becoming the hottest of hot topics over the last few years, storage architects with an EMCCA certification will likely have a multitude of employment options available. From companies looking to migrate to a cloud storage design in their data centers, to cloud-based innovators such as Amazon Web Services, the cloud is doing more to automate IT infrastructure management and reduce costs than any single technology development over the last 20 years.
Many pundits worry that the software automation intrinsic in cloud environments will put various types of infrastructure administrators and engineers out of work. We believe there to be clear skies ahead for those who take the initiative to enhance their training and expertise with cloud technologies: those who successfully make the transition from storage administrator or engineer to cloud architect will remain in high demand for the foreseeable future. The reason that cloud has become such a popular buzzword is that cloud computing promises more resiliency at lower cost, with enhanced online data protection and disaster recovery capabilities thrown in for good measure. A strong business case for cloud technology makes the cloud architect a critical role for companies looking to move to a virtualized infrastructure.
EMCCAD: EMC Cloud Administrator
The EMC Cloud Administrator (EMCCAD) certification aims at professionals whose everyday work tasks involve the care and feeding of data center technologies. At the Associate level, an EMCCAD certification recognizes a solid foundation in data center infrastructure, storage systems and networking technologies, backup and replication, the cloud reference model, physical and virtual layers of a cloud environment, controls, services and management, and business continuity. At the Specialist level, a professional is expected to add capacity planning and management, process automation, multi-tenant management and chargebacks to his or her skillset.
EMCCAD certifications at the Associate level are fairly evergreen, applying to different vendor environments; the Specialist cert focuses on EMC and VMware technologies:
Associate: Cloud Infrastructure and Services (EMCCIS) and Information Storage and Management (EMCISA)
Specialist: Enterprise Hybrid Cloud Solutions - Federation
The Cloud Administrator Job Role
The duties of a cloud administrator are typically to install, operate and maintain the cloud infrastructure, often in a complex data center environment. At a more granular level, this often means developing and running workloads in a pooled compute environment that must be able to respond quickly to changes. This job role is often at the core of activity in a data center, interacting with software engineers, cloud architects and developers, and cloud product managers, and an administrator often needs good vendor relationship and negotiating skills to acquire necessary products.
Your Storage Career With EMC Certs
There are many moving parts to a company's storage strategy, and EMC's Proven Professional certifications are an excellent way to work your way into a great job in the storage arena. EMC's certifications are continuously updated and revised with the state-of-the-art storage management content, future-proofing your job skills and knowledge so that regardless of what new storage technologies become popular in the future, you'll always be on the cutting edge and in-demand.
From completing your first storage certification to achieving a data scientist or architect certification, each step in the Proven Professional program increases your knowledge, value and employment options in a competitive job market. The need for storage expertise will never recede and the sooner you start your certifications, the sooner you will begin to accrue the experience and expertise that can put you on a fast-track for success in storage management.
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