networking basics
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Networking Networking Networking Networking BasicsINSTRUCTOR: S.D.BANERJEE
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What is network?A network is a group of computers connected together in a way that allows information to be exchanged between the computers.
Computers on a network are called nodes.
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What is networking?Connecting two or more computers together so that they can communicate with each other. Networking relies on standardized forms of communications so that computers can understand and decode the information sent from another computer.
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Why required?Resource sharing World-wide accessStore, Retrieve & Modify any kind of information Access to information
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Types of NetworksLocal Area Networks (LAN) Metro-politan Area Networks (MAN)Wide Area Networks (WAN)
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LAN Local Area Network
A computer network that spans a relatively small area. Most LANs are confined to a single building or group of buildings.
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WAN - Wide Area Network
The computers are on different sites and are linked by carrier links. A computer may need to use Modems, Routers and leased lines to link to the system.
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MAN - Metropolitan Area Network
A data network designed for a town or city. In terms of geographic breadth, MANs are larger than local-area networks (LANs), but smaller than wide-area networks (WANs). MANs are usually characterized by very high-speed connections using fiber optical cable or other digital media.
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Centralized networkBased on direct cablingCostlyClients do not have independent processing capability.
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Client / Server networkClients have independent processing power and local storage of their own.These are based on less centralized hardware.Different servers can be dedicated to different functions.Controlled by NOS - NT/2000/2003 server.
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Peer to PeerAll the computers in the network are peers, equals, "buddies.Any or all of them can act as a network resource, providing files, printers, and even disk storage to the others.Recommended for small groups of five to ten workstations located in the same area.Easy to installation, relatively low cost, and ease of administration
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What are Network Topologies?Topology refers to the shape of a network, or the network's layout. How different nodes in a network are connected to each other and how they communicate are determined by the network's topology. Topologies are either physical or logical.
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Bus Topology
All devices are connected to a central cable, called the bus or backbone.Here in general the cable used is the Co-axial cable.The First and the Last Node Need to be Terminated.Each node is dependent on each other i.e., any break in the bus cable brings the complete network down.
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Star Topology
All devices are connected to a central hub. Nodes communicate across the network by passing data through the hub.In General The UTP Cable is used in this kind of networking.Each node is independent of each other i.e., a break in the network effects one node only.
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Ring Topology
All devices are connected to one another in the shape of a closed loop, so that each device is connected directly to two other devices, one on either side of it.In general Co-axial Cable is used.Each node is Dependent on the other.
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Mesh Topology
Devices are connected with many redundant interconnections between network nodes. In a true mesh topology every node has a connection to every other node in the network.If one connection breaks even then the computer remains on the network through the alternate connection.
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Hybrid or Tree Topology
A hybrid topology. Groups of star-configured networks are connected to a linear bus backbone.
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Types of Network CablesThin Ethernet Co-axial CablesThick Ethernet Co-axial CablesUTP (Unshielded Twisted Pair) CablesSTP (Shielded Twisted Pair) CablesFiber Optic Cables
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Thin Ethernet Co-axial CableTechnical Name RG58Used for 10base2 NetworksIt has an Impedance of 50 ohms and hence requires a termination by a 50 ohms terminatorTotal Length of a Cable segment 185 metersMax number of nodes 30Common implementation in BUS and RING TopologySpeed of the Network 10Mbps
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Unshielded Twisted Pair (UTP)Technical Name RG8Used for 10baseT and 100baseT NetworksThey have Different Categories from 1-6Total Length of a Cable segment 100 metersCommon implementation in Star TopologyCAT3 cable has a speed of 10MbpsCAT5 Cable has a Speed of 100 Mbps
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Shielded Twisted Pair (STP)It is the same as UTP, However is used in areas where there is a lot of electromagnetic interference. It has a Shielding over the 4 pairs.
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Fiber Optic CableFiber-optic lines are strands of optically pure glass as thin as a human hair that carry digital information over long distances. They transmit light signals which in turn carry the information.
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Network DevicesNetwork Interface Cards (NIC)HubSwitchesRouters
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Network Interface Card
NIC provides a hardware interface between a computer and a network. The term NIC most commonly refers to network adapter hardware.These devices plug into the system bus of the PC and include jacks for network cables.The primary consideration with Ethernet NICs is the speed they support - 10 Mbps traditional, 100 Mbps Fast Ethernet, or both (dual-speed). .
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HubA hub is a small, simple, inexpensive device that joins multiple computers together at a low-level network protocol layer.One end of an Ethernet cable (that has an RJ-45 connector attached) into the hub, while the other end of the cable runs to the computer's network interface card (NIC).
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Switch
A switch is a small device that joins multiple computers together at a low-level network protocol layer. Technically, switches operate at layer two (Data Link Layer) of the OSI model.Switches look nearly identical to hubs, but a switch generally contains more "intelligence" than a hub.
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Router
A device that forwards data packets along networks. A router is connected to at least two networks, commonly two LANs or WANs or a LAN and its ISPs network. Routers are located at gateways, the places where two or more networks connect.
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Network ProtocolA "language" of rules and conventions for communication between devices. It includes formatting rules that specify how data is packaged into messages. It may include conventions like message acknowledgement or data compression to support reliable and/or high-performance communication. Examples are -TCP, UDP, HTTP, and FTP.
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Network Operating SystemFault-tolerance.Security.Manage different levels of access.The ability to validate any number of users.Backup capability.Centralized monitoring and administration. The ability to manage multiple applications.
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Open System Interconnection An ISO (International Organization for Standardization) standard for worldwide communications that defines a networking framework for implementing protocols in seven layers. Control is passed from one layer to the next, starting at the application layer in one station, proceeding to the bottom layer, over the channel to the next station and back up the hierarchy.
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Application LayerSupports application and end-user processesEverything at this layer is application-specific.This layer provides application services for file transfers, e-mail, and other network software services.Telnet and FTP are examples.
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Presentation LayerThis layer provides independence from differences in data representation (e.g., encryption) by translating from application to network format, and vice versa.
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Session LayerIt deals with session and connection coordination.
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Transport LayerThis layer provides transparent transfer of data between end systems, or hosts, and is responsible for end-to-end error recovery and flow control. It ensures complete data transfer.
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Network LayerRouting and forwarding are functions of this layer, as well as addressing, internetworking, error handling, congestion control and packet sequencing.
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Data LinkAt this layer, data packets are encoded and decoded into bits. It furnishes transmission protocol knowledge and management and handles errors in the physical layer, flow control and frame synchronization.
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Physical LayerThis layer conveys the bit stream - electrical impulse, light or radio signal -- through the network at the electrical and mechanical level. It provides the hardware means of sending and receiving data on a carrier, including defining cables, cards and physical aspects.
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TCP/IP Technically, Transmission Control Protocol (TCP) and Internet Protocol (IP) are two distinct network protocols. TCP and IP are so commonly used together, though, that TCP/IP has become standard terminology to refer to either *or* both of the protocols. IP roughly corresponds to the Network layer (layer 3) in the OSI modelTCP corresponds to the Transport layer (layer 4) in OSI. TCP/IP refers to network communications where the TCP transport is used to deliver data across IP networks.
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TCP/IPTCP/IP is basically a protocol suit which consists of two protocols TCP and IP. It is also referred to as a protocol stack ie a group of protocols that all work together to allow software or hardware to perform a function. It uses four layers that map to the OSI model as follows:
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IP AddressingAn IP address consists of 32 bits.These are Divided into 4 Octets of 8 bits each.Each octet is separated by a period symbol to improve readability.eg. 11001100.10101010.00001111.11001100To make them easier to remember ip addresses are expressed in dotted decimal numbers formateg.205.54.55.106.
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IP AddressingEach IP address includes a network ID and a host ID.The network ID (also known as a network address) identifies the systems that are located on the same physical network bounded by IP routers. All systems on the same physical network must have the same network ID. The network ID must be unique to the internetwork.The host ID (also known as a host address) identifies a workstation, server, router, or other TCP/IP host within a network. The address for each host must be unique to the network ID.
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IP AddressingThere can be 232 or 4,294,967,296 unique values.The decimal value of each octet can vary from 0 to 28 1 or 255.For the Internet, where every computer should have a unique IP address, InterNIC now known as Network Solutions allots IP Address.IP addresses are classified according to the size of the network.These classes are -
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Class A NetworksFirst octet for Networks and last three for nodes.There can be 16,777,214 (224 -2) possible hosts in each network.First bit of first octet is always zero. Hence the decimal value of first octet can be from 0 to 127 (27 1). (0 and 127 are not used).There can be a total of 126 networks.
gecis
DAY WISE SCHEDULE
TopicRemarksDuration
Computer ConceptsTheory Only2 hrsAs discussed we need to include 1 hr of Mock call at the End of Every Session, which is not mentioned in the schedule.
Diagnosing and Trouble Shooting Devices
Device Driver Configuration
Data Compression - PKZIP
Data Recovery
Disk Repair Tools
Scandisk
Anti Virus Software - Norton Utilities,Virus Vacines
Trouble Shooting- Mock Call1 hr
Introduction to NetworkingTheory ONLY use MS Demos if available3 hrs
Network Topologies and LAN standard
Network Technologies - Different Devices,Ethernet
Network Protocols
OSI Model
Types of Cabling
Overview of Network Secuirty- Firewalls
Routing4 hrs
TCP /IP Utlilities- Ipconfig,ping,nbstart,netstart,traceit
Trouble shooting - Mock Calls
Intro to WIN NTtheory only3 hrs
Intro to WIN NT Architecture
Domain Concepts- PDC,BDC
Trustee Relationship
WIN NT installation15 min(not in detail)
Practice- Mock Calls1 hr
Boot Process3 hrs
Boot INI File
Trouble shooting the booting Problems
Trouble shooting on Hardware Detection
Trouble shooting Logging Problems
Intro Win 2KTheory Only4 hrs
Difference between WIN 2k and WIN NT
Control Panel
System Icon
Virtual Memory
Display Icon
Multimedia Icon
Modem Icon
Network Icon
Printers3 hrs
Printer Server Properties
Printer Porperties
Installation of Printer Devices on NT and 2000
Trouble shooting Printer Problems,Local and Network Printers
Mock Calls1 hr
WIN NT Permissions3 hrs
File Directory Level Permissions
Trouble shooting Access Problems
Disk Quotas and EFS
Mock Calls1 hr
Overview of DHCP,DNS and WINSTheory3 hrs
Implication of DNS
Net Bios
DNS name Resolution
Mock Calls1 hr
Intro to Active Directory Services3 hrs
Managing Users,groups,Passords,Resetting Passwords
DNS Dependency
Mock Calls1 hr
Test 12 hrs
Intro to MS Exchange Server20 hrs
Server Concepts
Message Flows
Types of Recipients
Common Mailbox Properties
Migration from MS Otulook 5.5 to 2000
Differences in Migration
Trouble shooting
Intro to Ms Outlook
Profile
PST
PAB
Views
Offline Folders
Sending Attachments ,size of the file
Print Options- Trouble shooting
Calendar - Trouble shooting
Archiving a Mailbox,calendar
Delivery Options
Addressing Options
All the options of "OPTIONS " of Tools Menu
Out of Office Assistant
Rules
Mock Calls
Additions
Test 22 hrs
RASTheory3 hrs
VPN
Certificate Services
Internet Explorer3 hrs
Complete Internet options
Set Proxy settings
What is a browser
Set Default Browser options
Reset Web settings
Favourites
Net Meeting
Trouble shooting - Mock Calls1 hr
MS OFFICE10 hrs
MS WORD
Overview of MS WORD
Mail Merge
MS Excel
Overview of MS Excel
Pivot Tables
Functions
Graphs
PowerPoint
Overview
Making Presentations
Integarting MS Excel with Power point
Acrobat Reader
Trouble shooting
Test 52 hrs
80 hrs
303029907:TCP/IP, IPAddressing, Subnet MaskRouting just an Overview
303029907:It is EFS not DFS
303029907:Name Resolution & then WINS & DNS and differencesbetween both
Kalyan :1. Offline Folders 2. Scenarios and Trouble shooting not included in Outlook .
Sheet1
NameNumber(h)TypeUsage
00hUWorkstation Service
01hUMessenger Service
20hUFile Server Service
87hUMicrosoft Exchange MTA
30hUModem Sharing Server Service
42hUMcaffee Anti Virus
03hUMessenger ServiceNetworkHost
00hGDomain Name(0)xxyyyyyyyyy
01bUDomain Master Browser
1DhGDomain Controllers
changed 1
DAYTopicRemarksDurationSub TopicsRequirements
Day 1Pre Test1Question Paper
Computer Concepts and Overview of HardwareDemonstrations3What is Computer, How It works, Various Parts of a computer, Processor, Motherboard, Monitor, Keyboard, Monitor, Sound, Cabinate and Power Supply. Visual Identification of all the Parts and Connectors with their UsageSlides, Computer to Demonstrate the various parts (preferably the brand used the Client), Quiz
Mock Calls1Explain the Scope of work of a Help Desk Engineer, His Role and Limitations, Expectations by the company, Explain the five step approach to take a callSlides
Day 2Introduction to NetworkingTheory4Slides, Quiz
Network Topologies and LAN standardif possible show
Network Technologies - Different Devices, Ethernetthe participants
OSI ModelVarious Cables
Types of CablingDemonstrationsconnectors
Network ProtocolsNIC etc.
Net Bios
Mock Calls1Explain the features of a good Technical Call with some Do's and Dont's, Demonstrate a good call and a bad call, also Involve participants to discuss what can be the issues on a help desk callSlides and Tape Recorder with prerecorded sample calls
Day 3Network ProtocolsTheory4Slides, Quiz
Net BiosComputer with
TCP/IP, IP Addressing, Subnet MaskAdministrative
Routing Overviewrights to show the TCP/IP Settings
DNS OverviewParticipants Logins should be operational by now so that they can have hands ON
Implication of DNS
DNS name Resolution
DHCP Overview
Overview of Network Security - With Network OS and Firewalls
Mock Calls1Scenarios with simple trouble shootings like cable disconnects and power supply failuresScenarios
Day 4TCP/IP Utilities- Ipconfig, ping, nbtstat, net start, tracertHands On1networked Computer to demonstrate the commands
Intro to WIN NTTheory2.5Slides, Quiz
Intro to WIN NT Architecture
Domain Concepts- PDC, BDC
Trust Relationship
WIN NT installationDemonstrations0.5Slides or computer
Mock Calls1Scinarios with issues like unable to print, not connected to the network, can not open a website with resolutions dependent on cabling, IP Settings
Day 5Intro Win 2KTheory2Slides, Quiz
Difference between WIN 2k and WIN NT
Intro to Active Directory Services
DNS Dependency
Boot ProcessDemonstrations2Computer To demonstrate the boot process
Boot INI FileComputer to demonstrate the changes that can be made and there effectsComputer to show the files
Mock Calls1Scinarios with simple Booting issues
Day 6Control PanelDemonstrations4Slides, Quiz
System IconHands OnComputer with
Virtual Memorynetworking and
Device Driver Configuration and Device Manageradministrative
Display Iconrights to show the usage of each ICON
Multimedia Iconas the particpants logins will not be having administrative rights
Modem Icon
Network Icon
Mock Calls1Sconarios with drivers issues and setting problemsScinarios
Day 7Data Compression - PKZIPHands On4Slides and quiz
Data RecoveryComputer with
Disk Repair Tools (Scandisk and Chkdsk)Administrative
System Tools (Defrag, Disk Cleanup, System Information, SFC)Rights
Anti Virus Software - Norton Utilities,Virus Vaccines
Trouble shooting on Hardware Detection (with Mock Calls)slides for safe mode booting and windows stop errors
Diagnosing and Trouble Shooting Devices (with Mock Calls)Complex scinarios with issues related to every ascpect discussed uptill now
MID TEST1Test paper
Day 8Managing Users, groups, Passwords, Resetting PasswordsDemonstrations4slides and quiz
WIN NT Rights and Policies
WIN NT Security Permissions
WIN NT Sharing of Files and Folders and its permissions
Trouble Shooting Login Problems
Mock Calls1Advanced Scinarios for all the ascpects discussed
Day 9Offline Folders, Disk Quotas and EFSDemonstrations4slides and quiz
Trouble shooting Access Problems
RAS Concept and Client end configurations
VPN Concept and Client end configurations
Certificate Services
Trouble Shooting Network Issues
Mock Calls1scinarios
Day 10Printers Types of, Overview of their features and workingDemonstrations4slides and quiz
Configuring Print Servers and their propertiesif possible network lazer printer preferably the one of the models used by the client
Installation of Printer Devices on NT and 2000 (Local & Network)Hands On
Printer Properties
Trouble shooting Printer Problems, Local and Network Printers
Mock Calls1scinarios
Day 11How Internet Works OverviewDemonstrations4slides, computer, quiz
What is a browser - Internet Explorer
Complete Internet optionsHands ON
Set Proxy settings
Set Default Browser options
Reset Web settings
Favorites
Net Meeting
Mock Calls1scinarios
Day 12Intro to MS Exchange ServerDemonstrations4slides, computer, quiz
Server Concepts
Message Flows
Types of Recipients
Common Mailbox Properties
Migration from MS Outlook 5.5 to 2000
Differences in Migration
Trouble shooting Exchange server Issues
Mock Calls1scinarios
Day 13Intro to Ms OutlookDemonstrations4slides computer, quiz
ProfileHands ONTape recorder to record calls
PST
PAB
Views
Offline Folders
Mock Calls1scinarios
Day 14Sending Attachments, size of the fileDemonstrations4slides, computer and quiz
Print Options- Trouble shootingHands ONTape recorder to record calls
Calendar - Trouble shooting
Archiving a Mailbox, calendar
Mock Calls1scinarios
Day 15Calendar - Trouble shootingDemonstrations4slides, computer and quiz
Archiving a Mailbox, calendarHands ONTape recorder to record calls
Delivery Options
Addressing Options
All the options of "OPTIONS " of Tools Menu
Out of Office Assistant
Rules
Trouble Shooting Outlook Issues
Mock Calls1scinarios
Day 16MS WORDDemonstrations3slides computer and quiz
Overview of MS WORDHands ONTape recorder to record calls
Mail Merge
MS Excel
Overview of MS Excel
Pivot Tables
Functions
Graphs
PowerPoint
Overview
Making Presentations
Integrating MS Excel with Power point
Acrobat Reader
Trouble shooting
Mock Calls1scinarios
Final TEST1Test paper
80
&CIT HELPDESK SCHEDULE
Page &P of &N
NIIT:This will include information about processors, Motherboards, Display Adaptors, Mouse, Keyboard, Monitors, RAM and Cabinet's/ Power Supplies
changed
Proposed Course Schedule for IT Help Desk Training
TopicRemarksDuration
Pre Test1
Computer Concepts and Overview of various Hardware TrendsTheory Only2
Mock Calls1
Computer Concepts and Overview of various Hardware TrendsTheory Only2
Introduction to NetworkingTheory Only2
Network Topologies and LAN standard
Network Technologies - Different Devices,Ethernet
OSI Model
Types of Cabling
Network Protocols
Net Bios
Mock Calls1
TCP/IP, IPAddressing, Subnet MaskTheory and Demonstrations4
Routing Overview
DNS Overview
Implication of DNS
DNS name Resolution
DHCP Overview
TCP/IP Utlilities- Ipconfig, ping, nbtstat, net start, tracert
Overview of Network Secuirty- Firewalls
Intro to WIN NTTheory Only3
Intro to WIN NT Architecture
Domain Concepts- PDC,BDC
Trust Relationship
WIN NT installationDemonstrations1
Intro Win 2KTheory Only3
Difference between WIN 2k and WIN NT
Boot ProcessTheory and Demonstrations5
Boot INI File
Control Panel
System Icon
Virtual Memory
Display Icon
Multimedia Icon
Modem Icon
Network Icon
Device Driver Configuration
Data Compression - PKZIPTheory and Demonstrations2
Data Recovery
Disk Repair Tools (Scandisk and Chkdsk)
System Tools (Defrag, Disk Cleanup, System Information, SFC)
Anti Virus Software - Norton Utilities,Virus Vacines
Trouble shooting on Hardware DetectionDemonstrations1
Diagnosing and Trouble Shooting DevicesDemonstrations1
Intro to Active Directory ServicesTheory and Demonstrations3
DNS Dependency
Managing Users, groups, Passwords, Resetting Passwords
WIN NT Rights and Policies
Trouble Shooting Login ProblemsDemonstrations1
WIN NT Security PermissionsTheory and Demonstrations3
WIN NT Sharing of Files and Folders and its permissions
Offline Folders, Disk Quotas and EFS
Trouble shooting Access ProblemsDemonstrations1
RAS Concept and Client end configurationsTheory and Demonstrations2
VPN Concept and Client end configurations
Certificate Services
Trouble Shooting Network IssuesDemonstrations2
MID TEST1
Printers Types of, Overview of their features and working5
Configuring Print Servers and their properties
Installation of Printer Devices on NT and 2000 (Local & Network)
Printer Porperties
Trouble shooting Printer Problems, Local and Network Printers2
How Internet Works OverviewTheory and Demonstrations3
What is a browser - Internet Explorer
Complete Internet options
Set Proxy settings
Set Default Browser options
Reset Web settings
Favourites
Net Meeting
Trouble shooting - Mock Calls1
Intro to MS Exchange ServerTheory and Demonstrations4
Server Concepts
Message Flows
Types of Recipients
Common Mailbox Properties
Migration from MS Otulook 5.5 to 2000
Differences in Migration
Trouble shooting Exchange server IssuesDemonstrations2
Intro to Ms OutlookTheory and Demonstrations3
Profile
PST
PAB
Views
Offline Folders
Sending Attachments ,size of the file3
Print Options- Trouble shooting
Calendar - Trouble shooting
Archiving a Mailbox,calendar
Delivery Options
Addressing Options4
All the options of "OPTIONS " of Tools Menu
Out of Office Assistant
Rules
Trouble Shooting Outlook IssuesDemonstrations2
MS WORDTheory and Demonstrations2
Overview of MS WORD
Mail Merge
MS Excel2
Overview of MS Excel
Pivot Tables
Functions
Graphs
PowerPoint2
Overview
Making Presentations
Integarting MS Excel with Power point
Acrobat Reader1
Trouble shootingDemonstrations2
Final TEST1
81
&C&P of &N
NIIT:This will include information about processors, Motherboards, Display Adaptors, Mouse, Keyboard, Monitors, RAM and Cabinates/ Power Supplies
NIIT:This will include information about processors, Motherboards, Display Adaptors, Mouse, Keyboard, Monitors, RAM and Cabinates/ Power Supplies
-
Class B NetworksFirst Two octet for Networks and last Two for nodes.There can be 65,534 (216 -2) possible hosts in each network.First two bits of first octet is always 10. Hence the decimal value of first octet can be from 128 to 191.There can be a total of 16,384 (214) networks.
gecis
DAY WISE SCHEDULE
TopicRemarksDuration
Computer ConceptsTheory Only2 hrsAs discussed we need to include 1 hr of Mock call at the End of Every Session, which is not mentioned in the schedule.
Diagnosing and Trouble Shooting Devices
Device Driver Configuration
Data Compression - PKZIP
Data Recovery
Disk Repair Tools
Scandisk
Anti Virus Software - Norton Utilities,Virus Vacines
Trouble Shooting- Mock Call1 hr
Introduction to NetworkingTheory ONLY use MS Demos if available3 hrs
Network Topologies and LAN standard
Network Technologies - Different Devices,Ethernet
Network Protocols
OSI Model
Types of Cabling
Overview of Network Secuirty- Firewalls
Routing4 hrs
TCP /IP Utlilities- Ipconfig,ping,nbstart,netstart,traceit
Trouble shooting - Mock Calls
Intro to WIN NTtheory only3 hrs
Intro to WIN NT Architecture
Domain Concepts- PDC,BDC
Trustee Relationship
WIN NT installation15 min(not in detail)
Practice- Mock Calls1 hr
Boot Process3 hrs
Boot INI File
Trouble shooting the booting Problems
Trouble shooting on Hardware Detection
Trouble shooting Logging Problems
Intro Win 2KTheory Only4 hrs
Difference between WIN 2k and WIN NT
Control Panel
System Icon
Virtual Memory
Display Icon
Multimedia Icon
Modem Icon
Network Icon
Printers3 hrs
Printer Server Properties
Printer Porperties
Installation of Printer Devices on NT and 2000
Trouble shooting Printer Problems,Local and Network Printers
Mock Calls1 hr
WIN NT Permissions3 hrs
File Directory Level Permissions
Trouble shooting Access Problems
Disk Quotas and EFS
Mock Calls1 hr
Overview of DHCP,DNS and WINSTheory3 hrs
Implication of DNS
Net Bios
DNS name Resolution
Mock Calls1 hr
Intro to Active Directory Services3 hrs
Managing Users,groups,Passords,Resetting Passwords
DNS Dependency
Mock Calls1 hr
Test 12 hrs
Intro to MS Exchange Server20 hrs
Server Concepts
Message Flows
Types of Recipients
Common Mailbox Properties
Migration from MS Otulook 5.5 to 2000
Differences in Migration
Trouble shooting
Intro to Ms Outlook
Profile
PST
PAB
Views
Offline Folders
Sending Attachments ,size of the file
Print Options- Trouble shooting
Calendar - Trouble shooting
Archiving a Mailbox,calendar
Delivery Options
Addressing Options
All the options of "OPTIONS " of Tools Menu
Out of Office Assistant
Rules
Mock Calls
Additions
Test 22 hrs
RASTheory3 hrs
VPN
Certificate Services
Internet Explorer3 hrs
Complete Internet options
Set Proxy settings
What is a browser
Set Default Browser options
Reset Web settings
Favourites
Net Meeting
Trouble shooting - Mock Calls1 hr
MS OFFICE10 hrs
MS WORD
Overview of MS WORD
Mail Merge
MS Excel
Overview of MS Excel
Pivot Tables
Functions
Graphs
PowerPoint
Overview
Making Presentations
Integarting MS Excel with Power point
Acrobat Reader
Trouble shooting
Test 52 hrs
80 hrs
303029907:TCP/IP, IPAddressing, Subnet MaskRouting just an Overview
303029907:It is EFS not DFS
303029907:Name Resolution & then WINS & DNS and differencesbetween both
Kalyan :1. Offline Folders 2. Scenarios and Trouble shooting not included in Outlook .
Sheet1
NameNumber(h)TypeUsage
00hUWorkstation Service
01hUMessenger Service
20hUFile Server Service
87hUMicrosoft Exchange MTA
30hUModem Sharing Server Service
42hUMcaffee Anti Virus
03hUMessenger ServiceNetworkHost
00hGDomain Name(10)xxxxxyyyyyy
01bUDomain Master Browser
1DhGDomain Controllers
changed 1
DAYTopicRemarksDurationSub TopicsRequirements
Day 1Pre Test1Question Paper
Computer Concepts and Overview of HardwareDemonstrations3What is Computer, How It works, Various Parts of a computer, Processor, Motherboard, Monitor, Keyboard, Monitor, Sound, Cabinate and Power Supply. Visual Identification of all the Parts and Connectors with their UsageSlides, Computer to Demonstrate the various parts (preferably the brand used the Client), Quiz
Mock Calls1Explain the Scope of work of a Help Desk Engineer, His Role and Limitations, Expectations by the company, Explain the five step approach to take a callSlides
Day 2Introduction to NetworkingTheory4Slides, Quiz
Network Topologies and LAN standardif possible show
Network Technologies - Different Devices, Ethernetthe participants
OSI ModelVarious Cables
Types of CablingDemonstrationsconnectors
Network ProtocolsNIC etc.
Net Bios
Mock Calls1Explain the features of a good Technical Call with some Do's and Dont's, Demonstrate a good call and a bad call, also Involve participants to discuss what can be the issues on a help desk callSlides and Tape Recorder with prerecorded sample calls
Day 3Network ProtocolsTheory4Slides, Quiz
Net BiosComputer with
TCP/IP, IP Addressing, Subnet MaskAdministrative
Routing Overviewrights to show the TCP/IP Settings
DNS OverviewParticipants Logins should be operational by now so that they can have hands ON
Implication of DNS
DNS name Resolution
DHCP Overview
Overview of Network Security - With Network OS and Firewalls
Mock Calls1Scenarios with simple trouble shootings like cable disconnects and power supply failuresScenarios
Day 4TCP/IP Utilities- Ipconfig, ping, nbtstat, net start, tracertHands On1networked Computer to demonstrate the commands
Intro to WIN NTTheory2.5Slides, Quiz
Intro to WIN NT Architecture
Domain Concepts- PDC, BDC
Trust Relationship
WIN NT installationDemonstrations0.5Slides or computer
Mock Calls1Scinarios with issues like unable to print, not connected to the network, can not open a website with resolutions dependent on cabling, IP Settings
Day 5Intro Win 2KTheory2Slides, Quiz
Difference between WIN 2k and WIN NT
Intro to Active Directory Services
DNS Dependency
Boot ProcessDemonstrations2Computer To demonstrate the boot process
Boot INI FileComputer to demonstrate the changes that can be made and there effectsComputer to show the files
Mock Calls1Scinarios with simple Booting issues
Day 6Control PanelDemonstrations4Slides, Quiz
System IconHands OnComputer with
Virtual Memorynetworking and
Device Driver Configuration and Device Manageradministrative
Display Iconrights to show the usage of each ICON
Multimedia Iconas the particpants logins will not be having administrative rights
Modem Icon
Network Icon
Mock Calls1Sconarios with drivers issues and setting problemsScinarios
Day 7Data Compression - PKZIPHands On4Slides and quiz
Data RecoveryComputer with
Disk Repair Tools (Scandisk and Chkdsk)Administrative
System Tools (Defrag, Disk Cleanup, System Information, SFC)Rights
Anti Virus Software - Norton Utilities,Virus Vaccines
Trouble shooting on Hardware Detection (with Mock Calls)slides for safe mode booting and windows stop errors
Diagnosing and Trouble Shooting Devices (with Mock Calls)Complex scinarios with issues related to every ascpect discussed uptill now
MID TEST1Test paper
Day 8Managing Users, groups, Passwords, Resetting PasswordsDemonstrations4slides and quiz
WIN NT Rights and Policies
WIN NT Security Permissions
WIN NT Sharing of Files and Folders and its permissions
Trouble Shooting Login Problems
Mock Calls1Advanced Scinarios for all the ascpects discussed
Day 9Offline Folders, Disk Quotas and EFSDemonstrations4slides and quiz
Trouble shooting Access Problems
RAS Concept and Client end configurations
VPN Concept and Client end configurations
Certificate Services
Trouble Shooting Network Issues
Mock Calls1scinarios
Day 10Printers Types of, Overview of their features and workingDemonstrations4slides and quiz
Configuring Print Servers and their propertiesif possible network lazer printer preferably the one of the models used by the client
Installation of Printer Devices on NT and 2000 (Local & Network)Hands On
Printer Properties
Trouble shooting Printer Problems, Local and Network Printers
Mock Calls1scinarios
Day 11How Internet Works OverviewDemonstrations4slides, computer, quiz
What is a browser - Internet Explorer
Complete Internet optionsHands ON
Set Proxy settings
Set Default Browser options
Reset Web settings
Favorites
Net Meeting
Mock Calls1scinarios
Day 12Intro to MS Exchange ServerDemonstrations4slides, computer, quiz
Server Concepts
Message Flows
Types of Recipients
Common Mailbox Properties
Migration from MS Outlook 5.5 to 2000
Differences in Migration
Trouble shooting Exchange server Issues
Mock Calls1scinarios
Day 13Intro to Ms OutlookDemonstrations4slides computer, quiz
ProfileHands ONTape recorder to record calls
PST
PAB
Views
Offline Folders
Mock Calls1scinarios
Day 14Sending Attachments, size of the fileDemonstrations4slides, computer and quiz
Print Options- Trouble shootingHands ONTape recorder to record calls
Calendar - Trouble shooting
Archiving a Mailbox, calendar
Mock Calls1scinarios
Day 15Calendar - Trouble shootingDemonstrations4slides, computer and quiz
Archiving a Mailbox, calendarHands ONTape recorder to record calls
Delivery Options
Addressing Options
All the options of "OPTIONS " of Tools Menu
Out of Office Assistant
Rules
Trouble Shooting Outlook Issues
Mock Calls1scinarios
Day 16MS WORDDemonstrations3slides computer and quiz
Overview of MS WORDHands ONTape recorder to record calls
Mail Merge
MS Excel
Overview of MS Excel
Pivot Tables
Functions
Graphs
PowerPoint
Overview
Making Presentations
Integrating MS Excel with Power point
Acrobat Reader
Trouble shooting
Mock Calls1scinarios
Final TEST1Test paper
80
&CIT HELPDESK SCHEDULE
Page &P of &N
NIIT:This will include information about processors, Motherboards, Display Adaptors, Mouse, Keyboard, Monitors, RAM and Cabinet's/ Power Supplies
changed
Proposed Course Schedule for IT Help Desk Training
TopicRemarksDuration
Pre Test1
Computer Concepts and Overview of various Hardware TrendsTheory Only2
Mock Calls1
Computer Concepts and Overview of various Hardware TrendsTheory Only2
Introduction to NetworkingTheory Only2
Network Topologies and LAN standard
Network Technologies - Different Devices,Ethernet
OSI Model
Types of Cabling
Network Protocols
Net Bios
Mock Calls1
TCP/IP, IPAddressing, Subnet MaskTheory and Demonstrations4
Routing Overview
DNS Overview
Implication of DNS
DNS name Resolution
DHCP Overview
TCP/IP Utlilities- Ipconfig, ping, nbtstat, net start, tracert
Overview of Network Secuirty- Firewalls
Intro to WIN NTTheory Only3
Intro to WIN NT Architecture
Domain Concepts- PDC,BDC
Trust Relationship
WIN NT installationDemonstrations1
Intro Win 2KTheory Only3
Difference between WIN 2k and WIN NT
Boot ProcessTheory and Demonstrations5
Boot INI File
Control Panel
System Icon
Virtual Memory
Display Icon
Multimedia Icon
Modem Icon
Network Icon
Device Driver Configuration
Data Compression - PKZIPTheory and Demonstrations2
Data Recovery
Disk Repair Tools (Scandisk and Chkdsk)
System Tools (Defrag, Disk Cleanup, System Information, SFC)
Anti Virus Software - Norton Utilities,Virus Vacines
Trouble shooting on Hardware DetectionDemonstrations1
Diagnosing and Trouble Shooting DevicesDemonstrations1
Intro to Active Directory ServicesTheory and Demonstrations3
DNS Dependency
Managing Users, groups, Passwords, Resetting Passwords
WIN NT Rights and Policies
Trouble Shooting Login ProblemsDemonstrations1
WIN NT Security PermissionsTheory and Demonstrations3
WIN NT Sharing of Files and Folders and its permissions
Offline Folders, Disk Quotas and EFS
Trouble shooting Access ProblemsDemonstrations1
RAS Concept and Client end configurationsTheory and Demonstrations2
VPN Concept and Client end configurations
Certificate Services
Trouble Shooting Network IssuesDemonstrations2
MID TEST1
Printers Types of, Overview of their features and working5
Configuring Print Servers and their properties
Installation of Printer Devices on NT and 2000 (Local & Network)
Printer Porperties
Trouble shooting Printer Problems, Local and Network Printers2
How Internet Works OverviewTheory and Demonstrations3
What is a browser - Internet Explorer
Complete Internet options
Set Proxy settings
Set Default Browser options
Reset Web settings
Favourites
Net Meeting
Trouble shooting - Mock Calls1
Intro to MS Exchange ServerTheory and Demonstrations4
Server Concepts
Message Flows
Types of Recipients
Common Mailbox Properties
Migration from MS Otulook 5.5 to 2000
Differences in Migration
Trouble shooting Exchange server IssuesDemonstrations2
Intro to Ms OutlookTheory and Demonstrations3
Profile
PST
PAB
Views
Offline Folders
Sending Attachments ,size of the file3
Print Options- Trouble shooting
Calendar - Trouble shooting
Archiving a Mailbox,calendar
Delivery Options
Addressing Options4
All the options of "OPTIONS " of Tools Menu
Out of Office Assistant
Rules
Trouble Shooting Outlook IssuesDemonstrations2
MS WORDTheory and Demonstrations2
Overview of MS WORD
Mail Merge
MS Excel2
Overview of MS Excel
Pivot Tables
Functions
Graphs
PowerPoint2
Overview
Making Presentations
Integarting MS Excel with Power point
Acrobat Reader1
Trouble shootingDemonstrations2
Final TEST1
81
&C&P of &N
NIIT:This will include information about processors, Motherboards, Display Adaptors, Mouse, Keyboard, Monitors, RAM and Cabinates/ Power Supplies
NIIT:This will include information about processors, Motherboards, Display Adaptors, Mouse, Keyboard, Monitors, RAM and Cabinates/ Power Supplies
-
Class C NetworksFirst 3 octet for Networks and last for nodes.There can be 254 (28 -2) possible hosts in each network.First three bits of first octet are always 110. Hence the decimal value of first octet can be from 192 to 223.There can be a total of 2,097,152 (221) networks.
gecis
DAY WISE SCHEDULE
TopicRemarksDuration
Computer ConceptsTheory Only2 hrsAs discussed we need to include 1 hr of Mock call at the End of Every Session, which is not mentioned in the schedule.
Diagnosing and Trouble Shooting Devices
Device Driver Configuration
Data Compression - PKZIP
Data Recovery
Disk Repair Tools
Scandisk
Anti Virus Software - Norton Utilities,Virus Vacines
Trouble Shooting- Mock Call1 hr
Introduction to NetworkingTheory ONLY use MS Demos if available3 hrs
Network Topologies and LAN standard
Network Technologies - Different Devices,Ethernet
Network Protocols
OSI Model
Types of Cabling
Overview of Network Secuirty- Firewalls
Routing4 hrs
TCP /IP Utlilities- Ipconfig,ping,nbstart,netstart,traceit
Trouble shooting - Mock Calls
Intro to WIN NTtheory only3 hrs
Intro to WIN NT Architecture
Domain Concepts- PDC,BDC
Trustee Relationship
WIN NT installation15 min(not in detail)
Practice- Mock Calls1 hr
Boot Process3 hrs
Boot INI File
Trouble shooting the booting Problems
Trouble shooting on Hardware Detection
Trouble shooting Logging Problems
Intro Win 2KTheory Only4 hrs
Difference between WIN 2k and WIN NT
Control Panel
System Icon
Virtual Memory
Display Icon
Multimedia Icon
Modem Icon
Network Icon
Printers3 hrs
Printer Server Properties
Printer Porperties
Installation of Printer Devices on NT and 2000
Trouble shooting Printer Problems,Local and Network Printers
Mock Calls1 hr
WIN NT Permissions3 hrs
File Directory Level Permissions
Trouble shooting Access Problems
Disk Quotas and EFS
Mock Calls1 hr
Overview of DHCP,DNS and WINSTheory3 hrs
Implication of DNS
Net Bios
DNS name Resolution
Mock Calls1 hr
Intro to Active Directory Services3 hrs
Managing Users,groups,Passords,Resetting Passwords
DNS Dependency
Mock Calls1 hr
Test 12 hrs
Intro to MS Exchange Server20 hrs
Server Concepts
Message Flows
Types of Recipients
Common Mailbox Properties
Migration from MS Otulook 5.5 to 2000
Differences in Migration
Trouble shooting
Intro to Ms Outlook
Profile
PST
PAB
Views
Offline Folders
Sending Attachments ,size of the file
Print Options- Trouble shooting
Calendar - Trouble shooting
Archiving a Mailbox,calendar
Delivery Options
Addressing Options
All the options of "OPTIONS " of Tools Menu
Out of Office Assistant
Rules
Mock Calls
Additions
Test 22 hrs
RASTheory3 hrs
VPN
Certificate Services
Internet Explorer3 hrs
Complete Internet options
Set Proxy settings
What is a browser
Set Default Browser options
Reset Web settings
Favourites
Net Meeting
Trouble shooting - Mock Calls1 hr
MS OFFICE10 hrs
MS WORD
Overview of MS WORD
Mail Merge
MS Excel
Overview of MS Excel
Pivot Tables
Functions
Graphs
PowerPoint
Overview
Making Presentations
Integarting MS Excel with Power point
Acrobat Reader
Trouble shooting
Test 52 hrs
80 hrs
303029907:TCP/IP, IPAddressing, Subnet MaskRouting just an Overview
303029907:It is EFS not DFS
303029907:Name Resolution & then WINS & DNS and differencesbetween both
Kalyan :1. Offline Folders 2. Scenarios and Trouble shooting not included in Outlook .
Sheet1
NameNumber(h)TypeUsage
00hUWorkstation Service
01hUMessenger Service
20hUFile Server Service
87hUMicrosoft Exchange MTA
30hUModem Sharing Server Service
42hUMcaffee Anti Virus
03hUMessenger ServiceNetworkHost
00hGDomain Name(110)xxxxxxxxyyy
01bUDomain Master Browser
1DhGDomain Controllers
changed 1
DAYTopicRemarksDurationSub TopicsRequirements
Day 1Pre Test1Question Paper
Computer Concepts and Overview of HardwareDemonstrations3What is Computer, How It works, Various Parts of a computer, Processor, Motherboard, Monitor, Keyboard, Monitor, Sound, Cabinate and Power Supply. Visual Identification of all the Parts and Connectors with their UsageSlides, Computer to Demonstrate the various parts (preferably the brand used the Client), Quiz
Mock Calls1Explain the Scope of work of a Help Desk Engineer, His Role and Limitations, Expectations by the company, Explain the five step approach to take a callSlides
Day 2Introduction to NetworkingTheory4Slides, Quiz
Network Topologies and LAN standardif possible show
Network Technologies - Different Devices, Ethernetthe participants
OSI ModelVarious Cables
Types of CablingDemonstrationsconnectors
Network ProtocolsNIC etc.
Net Bios
Mock Calls1Explain the features of a good Technical Call with some Do's and Dont's, Demonstrate a good call and a bad call, also Involve participants to discuss what can be the issues on a help desk callSlides and Tape Recorder with prerecorded sample calls
Day 3Network ProtocolsTheory4Slides, Quiz
Net BiosComputer with
TCP/IP, IP Addressing, Subnet MaskAdministrative
Routing Overviewrights to show the TCP/IP Settings
DNS OverviewParticipants Logins should be operational by now so that they can have hands ON
Implication of DNS
DNS name Resolution
DHCP Overview
Overview of Network Security - With Network OS and Firewalls
Mock Calls1Scenarios with simple trouble shootings like cable disconnects and power supply failuresScenarios
Day 4TCP/IP Utilities- Ipconfig, ping, nbtstat, net start, tracertHands On1networked Computer to demonstrate the commands
Intro to WIN NTTheory2.5Slides, Quiz
Intro to WIN NT Architecture
Domain Concepts- PDC, BDC
Trust Relationship
WIN NT installationDemonstrations0.5Slides or computer
Mock Calls1Scinarios with issues like unable to print, not connected to the network, can not open a website with resolutions dependent on cabling, IP Settings
Day 5Intro Win 2KTheory2Slides, Quiz
Difference between WIN 2k and WIN NT
Intro to Active Directory Services
DNS Dependency
Boot ProcessDemonstrations2Computer To demonstrate the boot process
Boot INI FileComputer to demonstrate the changes that can be made and there effectsComputer to show the files
Mock Calls1Scinarios with simple Booting issues
Day 6Control PanelDemonstrations4Slides, Quiz
System IconHands OnComputer with
Virtual Memorynetworking and
Device Driver Configuration and Device Manageradministrative
Display Iconrights to show the usage of each ICON
Multimedia Iconas the particpants logins will not be having administrative rights
Modem Icon
Network Icon
Mock Calls1Sconarios with drivers issues and setting problemsScinarios
Day 7Data Compression - PKZIPHands On4Slides and quiz
Data RecoveryComputer with
Disk Repair Tools (Scandisk and Chkdsk)Administrative
System Tools (Defrag, Disk Cleanup, System Information, SFC)Rights
Anti Virus Software - Norton Utilities,Virus Vaccines
Trouble shooting on Hardware Detection (with Mock Calls)slides for safe mode booting and windows stop errors
Diagnosing and Trouble Shooting Devices (with Mock Calls)Complex scinarios with issues related to every ascpect discussed uptill now
MID TEST1Test paper
Day 8Managing Users, groups, Passwords, Resetting PasswordsDemonstrations4slides and quiz
WIN NT Rights and Policies
WIN NT Security Permissions
WIN NT Sharing of Files and Folders and its permissions
Trouble Shooting Login Problems
Mock Calls1Advanced Scinarios for all the ascpects discussed
Day 9Offline Folders, Disk Quotas and EFSDemonstrations4slides and quiz
Trouble shooting Access Problems
RAS Concept and Client end configurations
VPN Concept and Client end configurations
Certificate Services
Trouble Shooting Network Issues
Mock Calls1scinarios
Day 10Printers Types of, Overview of their features and workingDemonstrations4slides and quiz
Configuring Print Servers and their propertiesif possible network lazer printer preferably the one of the models used by the client
Installation of Printer Devices on NT and 2000 (Local & Network)Hands On
Printer Properties
Trouble shooting Printer Problems, Local and Network Printers
Mock Calls1scinarios
Day 11How Internet Works OverviewDemonstrations4slides, computer, quiz
What is a browser - Internet Explorer
Complete Internet optionsHands ON
Set Proxy settings
Set Default Browser options
Reset Web settings
Favorites
Net Meeting
Mock Calls1scinarios
Day 12Intro to MS Exchange ServerDemonstrations4slides, computer, quiz
Server Concepts
Message Flows
Types of Recipients
Common Mailbox Properties
Migration from MS Outlook 5.5 to 2000
Differences in Migration
Trouble shooting Exchange server Issues
Mock Calls1scinarios
Day 13Intro to Ms OutlookDemonstrations4slides computer, quiz
ProfileHands ONTape recorder to record calls
PST
PAB
Views
Offline Folders
Mock Calls1scinarios
Day 14Sending Attachments, size of the fileDemonstrations4slides, computer and quiz
Print Options- Trouble shootingHands ONTape recorder to record calls
Calendar - Trouble shooting
Archiving a Mailbox, calendar
Mock Calls1scinarios
Day 15Calendar - Trouble shootingDemonstrations4slides, computer and quiz
Archiving a Mailbox, calendarHands ONTape recorder to record calls
Delivery Options
Addressing Options
All the options of "OPTIONS " of Tools Menu
Out of Office Assistant
Rules
Trouble Shooting Outlook Issues
Mock Calls1scinarios
Day 16MS WORDDemonstrations3slides computer and quiz
Overview of MS WORDHands ONTape recorder to record calls
Mail Merge
MS Excel
Overview of MS Excel
Pivot Tables
Functions
Graphs
PowerPoint
Overview
Making Presentations
Integrating MS Excel with Power point
Acrobat Reader
Trouble shooting
Mock Calls1scinarios
Final TEST1Test paper
80
&CIT HELPDESK SCHEDULE
Page &P of &N
NIIT:This will include information about processors, Motherboards, Display Adaptors, Mouse, Keyboard, Monitors, RAM and Cabinet's/ Power Supplies
changed
Proposed Course Schedule for IT Help Desk Training
TopicRemarksDuration
Pre Test1
Computer Concepts and Overview of various Hardware TrendsTheory Only2
Mock Calls1
Computer Concepts and Overview of various Hardware TrendsTheory Only2
Introduction to NetworkingTheory Only2
Network Topologies and LAN standard
Network Technologies - Different Devices,Ethernet
OSI Model
Types of Cabling
Network Protocols
Net Bios
Mock Calls1
TCP/IP, IPAddressing, Subnet MaskTheory and Demonstrations4
Routing Overview
DNS Overview
Implication of DNS
DNS name Resolution
DHCP Overview
TCP/IP Utlilities- Ipconfig, ping, nbtstat, net start, tracert
Overview of Network Secuirty- Firewalls
Intro to WIN NTTheory Only3
Intro to WIN NT Architecture
Domain Concepts- PDC,BDC
Trust Relationship
WIN NT installationDemonstrations1
Intro Win 2KTheory Only3
Difference between WIN 2k and WIN NT
Boot ProcessTheory and Demonstrations5
Boot INI File
Control Panel
System Icon
Virtual Memory
Display Icon
Multimedia Icon
Modem Icon
Network Icon
Device Driver Configuration
Data Compression - PKZIPTheory and Demonstrations2
Data Recovery
Disk Repair Tools (Scandisk and Chkdsk)
System Tools (Defrag, Disk Cleanup, System Information, SFC)
Anti Virus Software - Norton Utilities,Virus Vacines
Trouble shooting on Hardware DetectionDemonstrations1
Diagnosing and Trouble Shooting DevicesDemonstrations1
Intro to Active Directory ServicesTheory and Demonstrations3
DNS Dependency
Managing Users, groups, Passwords, Resetting Passwords
WIN NT Rights and Policies
Trouble Shooting Login ProblemsDemonstrations1
WIN NT Security PermissionsTheory and Demonstrations3
WIN NT Sharing of Files and Folders and its permissions
Offline Folders, Disk Quotas and EFS
Trouble shooting Access ProblemsDemonstrations1
RAS Concept and Client end configurationsTheory and Demonstrations2
VPN Concept and Client end configurations
Certificate Services
Trouble Shooting Network IssuesDemonstrations2
MID TEST1
Printers Types of, Overview of their features and working5
Configuring Print Servers and their properties
Installation of Printer Devices on NT and 2000 (Local & Network)
Printer Porperties
Trouble shooting Printer Problems, Local and Network Printers2
How Internet Works OverviewTheory and Demonstrations3
What is a browser - Internet Explorer
Complete Internet options
Set Proxy settings
Set Default Browser options
Reset Web settings
Favourites
Net Meeting
Trouble shooting - Mock Calls1
Intro to MS Exchange ServerTheory and Demonstrations4
Server Concepts
Message Flows
Types of Recipients
Common Mailbox Properties
Migration from MS Otulook 5.5 to 2000
Differences in Migration
Trouble shooting Exchange server IssuesDemonstrations2
Intro to Ms OutlookTheory and Demonstrations3
Profile
PST
PAB
Views
Offline Folders
Sending Attachments ,size of the file3
Print Options- Trouble shooting
Calendar - Trouble shooting
Archiving a Mailbox,calendar
Delivery Options
Addressing Options4
All the options of "OPTIONS " of Tools Menu
Out of Office Assistant
Rules
Trouble Shooting Outlook IssuesDemonstrations2
MS WORDTheory and Demonstrations2
Overview of MS WORD
Mail Merge
MS Excel2
Overview of MS Excel
Pivot Tables
Functions
Graphs
PowerPoint2
Overview
Making Presentations
Integarting MS Excel with Power point
Acrobat Reader1
Trouble shootingDemonstrations2
Final TEST1
81
&C&P of &N
NIIT:This will include information about processors, Motherboards, Display Adaptors, Mouse, Keyboard, Monitors, RAM and Cabinates/ Power Supplies
NIIT:This will include information about processors, Motherboards, Display Adaptors, Mouse, Keyboard, Monitors, RAM and Cabinates/ Power Supplies
-
Class D NetworksFirst Four bits of first octet are always 110. Hence the decimal value of first octet can be from 224 to 239.These IP addresses are reserved for a Multicast. Multicast is a mechanism for defining groups of nodes and sending IP messages to that group rather than to every node on the LAN (broadcast) or just one other node (unicast).
-
Special Reserved IP Address 255.255.255.255 is a special limited broadcast IP address. This address is used by nodes to broadcast on Local LAN. The range 255.0.0.0 to 255.255.255.255 is reserved for broadcast.127.0.0.1 is the loopback address in IP. Loopback is a test mechanism of network adapters. Messages sent to 127.0.0.1 do not get delivered to the network. Instead, the adapter intercepts all loopback messages and returns them to the sending application. IP applications often use this feature to test the behavior of their network interface. The complete Range 127.0.0.0 to 127.255.255.255 is reserved.
-
Special Reserved IP Address0.0.0.0 to 0.255.255.255 are the Zero Addresses and are not considered part of the normal Class A range. 0.x.x.x addresses serve no particular function in IP, but nodes attempting to use them will be unable to communicate properly on the Internet.X.X.X.0 refers to a complete range from X.X.X.0 to X.X.X.255, hence it is not assigned to a node. It may also be written as X.X.X X.X.X.255 is the broadcast address and is not assigned to a node.X.X.X.1 is conventionally used for the router or gateways.
-
Special Private IP AddressesThe IP standard defines specific address ranges within Class A, Class B, and Class C reserved for use by private networks (intranets). The table below lists these reserved ranges of the IP address space.
gecis
DAY WISE SCHEDULE
TopicRemarksDuration
Computer ConceptsTheory Only2 hrsAs discussed we need to include 1 hr of Mock call at the End of Every Session, which is not mentioned in the schedule.
Diagnosing and Trouble Shooting Devices
Device Driver Configuration
Data Compression - PKZIP
Data Recovery
Disk Repair Tools
Scandisk
Anti Virus Software - Norton Utilities,Virus Vacines
Trouble Shooting- Mock Call1 hr
Introduction to NetworkingTheory ONLY use MS Demos if available3 hrs
Network Topologies and LAN standard
Network Technologies - Different Devices,Ethernet
Network Protocols
OSI Model
Types of Cabling
Overview of Network Secuirty- Firewalls
Routing4 hrs
TCP /IP Utlilities- Ipconfig,ping,nbstart,netstart,traceit
Trouble shooting - Mock Calls
Intro to WIN NTtheory only3 hrs
Intro to WIN NT Architecture
Domain Concepts- PDC,BDC
Trustee Relationship
WIN NT installation15 min(not in detail)
Practice- Mock Calls1 hr
Boot Process3 hrs
Boot INI File
Trouble shooting the booting Problems
Trouble shooting on Hardware Detection
Trouble shooting Logging Problems
Intro Win 2KTheory Only4 hrs
Difference between WIN 2k and WIN NT
Control Panel
System Icon
Virtual Memory
Display Icon
Multimedia Icon
Modem Icon
Network Icon
Printers3 hrs
Printer Server Properties
Printer Porperties
Installation of Printer Devices on NT and 2000
Trouble shooting Printer Problems,Local and Network Printers
Mock Calls1 hr
WIN NT Permissions3 hrs
File Directory Level Permissions
Trouble shooting Access Problems
Disk Quotas and EFS
Mock Calls1 hr
Overview of DHCP,DNS and WINSTheory3 hrs
Implication of DNS
Net Bios
DNS name Resolution
Mock Calls1 hr
Intro to Active Directory Services3 hrs
Managing Users,groups,Passords,Resetting Passwords
DNS Dependency
Mock Calls1 hr
Test 12 hrs
Intro to MS Exchange Server20 hrs
Server Concepts
Message Flows
Types of Recipients
Common Mailbox Properties
Migration from MS Otulook 5.5 to 2000
Differences in Migration
Trouble shooting
Intro to Ms Outlook
Profile
PST
PAB
Views
Offline Folders
Sending Attachments ,size of the file
Print Options- Trouble shooting
Calendar - Trouble shooting
Archiving a Mailbox,calendar
Delivery Options
Addressing Options
Out of Office Assistant
Rules
Mock Calls
Additions
Test 22 hrs
RASTheory3 hrs
VPN
Certificate Services
Internet Explorer3 hrs
Complete Internet options
Set Proxy settings
What is a browser
Set Default Browser options
Reset Web settings
Favourites
Net Meeting
Trouble shooting - Mock Calls1 hr
MS OFFICE10 hrs
MS WORD
Overview of MS WORD
Mail Merge
MS Excel
Overview of MS Excel
Pivot Tables
Functions
Graphs
PowerPoint
Overview
Making Presentations
Integarting MS Excel with Power point
Acrobat Reader
Trouble shooting
Test 52 hrs
80 hrs
303029907:TCP/IP, IPAddressing, Subnet MaskRouting just an Overview
303029907:It is EFS not DFS
303029907:Name Resolution & then WINS & DNS and differencesbetween both
Kalyan :1. Offline Folders 2. Scenarios and Trouble shooting not included in Outlook .
Sheet1
NameNumber(h)TypeUsage
00hUWorkstation Service
01hUMessenger Service
20hUFile Server Service
87hUMicrosoft Exchange MTA
30hUModem Sharing Server Service
42hUMcaffee Anti Virus
03hUMessenger ServiceNetworkHost
00hGDomain Namexxxxxxxxxyyy
01bUDomain Master Browser
1DhGDomain Controllers
ClassStart AddressFinish Address
A10.0.0.010.255.255.255
B172.16.0.0172.31.255.255
C192.168.0.0192.168.255.255
changed 1
DAYTopicRemarksDurationSub TopicsRequirements
Day 1Pre Test1Question Paper
Computer Concepts and Overview of HardwareDemonstrations3What is Computer, How It works, Various Parts of a computer, Processor, Motherboard, Monitor, Keyboard, Monitor, Sound, Cabinate and Power Supply. Visual Identification of all the Parts and Connectors with their UsageSlides, Computer to Demonstrate the various parts (preferably the brand used the Client), Quiz
Mock Calls1Explain the Scope of work of a Help Desk Engineer, His Role and Limitations, Expectations by the company, Explain the five step approach to take a callSlides
Day 2Introduction to NetworkingTheory4Slides, Quiz
Network Topologies and LAN standardif possible show
Network Technologies - Different Devices, Ethernetthe participants
OSI ModelVarious Cables
Types of CablingDemonstrationsconnectors
Network ProtocolsNIC etc.
Net Bios
Mock Calls1Explain the features of a good Technical Call with some Do's and Dont's, Demonstrate a good call and a bad call, also Involve participants to discuss what can be the issues on a help desk callSlides and Tape Recorder with prerecorded sample calls
Day 3Network ProtocolsTheory4Slides, Quiz
Net BiosComputer with
TCP/IP, IP Addressing, Subnet MaskAdministrative
Routing Overviewrights to show the TCP/IP Settings
DNS OverviewParticipants Logins should be operational by now so that they can have hands ON
Implication of DNS
DNS name Resolution
DHCP Overview
Overview of Network Security - With Network OS and Firewalls
Mock Calls1Scenarios with simple trouble shootings like cable disconnects and power supply failuresScenarios
Day 4TCP/IP Utilities- Ipconfig, ping, nbtstat, net start, tracertHands On1networked Computer to demonstrate the commands
Intro to WIN NTTheory2.5Slides, Quiz
Intro to WIN NT Architecture
Domain Concepts- PDC, BDC
Trust Relationship
WIN NT installationDemonstrations0.5Slides or computer
Mock Calls1Scinarios with issues like unable to print, not connected to the network, can not open a website with resolutions dependent on cabling, IP Settings
Day 5Intro Win 2KTheory2Slides, Quiz
Difference between WIN 2k and WIN NT
Intro to Active Directory Services
DNS Dependency
Boot ProcessDemonstrations2Computer To demonstrate the boot process
Boot INI FileComputer to demonstrate the changes that can be made and there effectsComputer to show the files
Mock Calls1Scinarios with simple Booting issues
Day 6Control PanelDemonstrations4Slides, Quiz
System IconHands OnComputer with
Virtual Memorynetworking and
Device Driver Configuration and Device Manageradministrative
Display Iconrights to show the usage of each ICON
Multimedia Iconas the particpants logins will not be having administrative rights
Modem Icon
Network Icon
Mock Calls1Sconarios with drivers issues and setting problemsScinarios
Day 7Data Compression - PKZIPHands On4Slides and quiz
Data RecoveryComputer with
Disk Repair Tools (Scandisk and Chkdsk)Administrative
System Tools (Defrag, Disk Cleanup, System Information, SFC)Rights
Anti Virus Software - Norton Utilities,Virus Vaccines
Trouble shooting on Hardware Detection (with Mock Calls)slides for safe mode booting and windows stop errors
Diagnosing and Trouble Shooting Devices (with Mock Calls)Complex scinarios with issues related to every ascpect discussed uptill now
MID TEST1Test paper
Day 8Managing Users, groups, Passwords, Resetting PasswordsDemonstrations4slides and quiz
WIN NT Rights and Policies
WIN NT Security Permissions
WIN NT Sharing of Files and Folders and its permissions
Trouble Shooting Login Problems
Mock Calls1Advanced Scinarios for all the ascpects discussed
Day 9Offline Folders, Disk Quotas and EFSDemonstrations4slides and quiz
Trouble shooting Access Problems
RAS Concept and Client end configurations
VPN Concept and Client end configurations
Certificate Services
Trouble Shooting Network Issues
Mock Calls1scinarios
Day 10Printers Types of, Overview of their features and workingDemonstrations4slides and quiz
Configuring Print Servers and their propertiesif possible network lazer printer preferably the one of the models used by the client
Installation of Printer Devices on NT and 2000 (Local & Network)Hands On
Printer Properties
Trouble shooting Printer Problems, Local and Network Printers
Mock Calls1scinarios
Day 11How Internet Works OverviewDemonstrations4slides, computer, quiz
What is a browser - Internet Explorer
Complete Internet optionsHands ON
Set Proxy settings
Set Default Browser options
Reset Web settings
Favorites
Net Meeting
Mock Calls1scinarios
Day 12Intro to MS Exchange ServerDemonstrations4slides, computer, quiz
Server Concepts
Message Flows
Types of Recipients
Common Mailbox Properties
Migration from MS Outlook 5.5 to 2000
Differences in Migration
Trouble shooting Exchange server Issues
Mock Calls1scinarios
Day 13Intro to Ms OutlookDemonstrations4slides computer, quiz
ProfileHands ONTape recorder to record calls
PST
PAB
Views
Offline Folders
Mock Calls1scinarios
Day 14Sending Attachments, size of the fileDemonstrations4slides, computer and quiz
Print Options- Trouble shootingHands ONTape recorder to record calls
Calendar - Trouble shooting
Archiving a Mailbox, calendar
Mock Calls1scinarios
Day 15Calendar - Trouble shootingDemonstrations4slides, computer and quiz
Archiving a Mailbox, calendarHands ONTape recorder to record calls
Delivery Options
Addressing Options
Out of Office Assistant
Rules
Trouble Shooting Outlook Issues
Mock Calls1scinarios
Day 16MS WORDDemonstrations3slides computer and quiz
Overview of MS WORDHands ONTape recorder to record calls
Mail Merge
MS Excel
Overview of MS Excel
Pivot Tables
Functions
Graphs
PowerPoint
Overview
Making Presentations
Integrating MS Excel with Power point
Acrobat Reader
Trouble shooting
Mock Calls1scinarios
Final TEST1Test paper
80
&CIT HELPDESK SCHEDULE
Page &P of &N
NIIT:This will include information about processors, Motherboards, Display Adaptors, Mouse, Keyboard, Monitors, RAM and Cabinet's/ Power Supplies
changed
Proposed Course Schedule for IT Help Desk Training
TopicRemarksDuration
Pre Test1
Computer Concepts and Overview of various Hardware TrendsTheory Only2
Mock Calls1
Computer Concepts and Overview of various Hardware TrendsTheory Only2
Introduction to NetworkingTheory Only2
Network Topologies and LAN standard
Network Technologies - Different Devices,Ethernet
OSI Model
Types of Cabling
Network Protocols
Net Bios
Mock Calls1
TCP/IP, IPAddressing, Subnet MaskTheory and Demonstrations4
Routing Overview
DNS Overview
Implication of DNS
DNS name Resolution
DHCP Overview
TCP/IP Utlilities- Ipconfig, ping, nbtstat, net start, tracert
Overview of Network Secuirty- Firewalls
Intro to WIN NTTheory Only3
Intro to WIN NT Architecture
Domain Concepts- PDC,BDC
Trust Relationship
WIN NT installationDemonstrations1
Intro Win 2KTheory Only3
Difference between WIN 2k and WIN NT
Boot ProcessTheory and Demonstrations5
Boot INI File
Control Panel
System Icon
Virtual Memory
Display Icon
Multimedia Icon
Modem Icon
Network Icon
Device Driver Configuration
Data Compression - PKZIPTheory and Demonstrations2
Data Recovery
Disk Repair Tools (Scandisk and Chkdsk)
System Tools (Defrag, Disk Cleanup, System Information, SFC)
Anti Virus Software - Norton Utilities,Virus Vacines
Trouble shooting on Hardware DetectionDemonstrations1
Diagnosing and Trouble Shooting DevicesDemonstrations1
Intro to Active Directory ServicesTheory and Demonstrations3
DNS Dependency
Managing Users, groups, Passwords, Resetting Passwords
WIN NT Rights and Policies
Trouble Shooting Login ProblemsDemonstrations1
WIN NT Security PermissionsTheory and Demonstrations3
WIN NT Sharing of Files and Folders and its permissions
Offline Folders, Disk Quotas and EFS
Trouble shooting Access ProblemsDemonstrations1
RAS Concept and Client end configurationsTheory and Demonstrations2
VPN Concept and Client end configurations
Certificate Services
Trouble Shooting Network IssuesDemonstrations2
MID TEST1
Printers Types of, Overview of their features and working5
Configuring Print Servers and their properties
Installation of Printer Devices on NT and 2000 (Local & Network)
Printer Porperties
Trouble shooting Printer Problems, Local and Network Printers2
How Internet Works OverviewTheory and Demonstrations3
What is a browser - Internet Explorer
Complete Internet options
Set Proxy settings
Set Default Browser options
Reset Web settings
Favourites
Net Meeting
Trouble shooting - Mock Calls1
Intro to MS Exchange ServerTheory and Demonstrations4
Server Concepts
Message Flows
Types of Recipients
Common Mailbox Properties
Migration from MS Otulook 5.5 to 2000
Differences in Migration
Trouble shooting Exchange server IssuesDemonstrations2
Intro to Ms OutlookTheory and Demonstrations3
Profile
PST
PAB
Views
Offline Folders
Sending Attachments ,size of the file3
Print Options- Trouble shooting
Calendar - Trouble shooting
Archiving a Mailbox,calendar
Delivery Options
Addressing Options4
Out of Office Assistant
Rules
Trouble Shooting Outlook IssuesDemonstrations2
MS WORDTheory and Demonstrations2
Overview of MS WORD
Mail Merge
MS Excel2
Overview of MS Excel
Pivot Tables
Functions
Graphs
PowerPoint2
Overview
Making Presentations
Integarting MS Excel with Power point
Acrobat Reader1
Trouble shootingDemonstrations2
Final TEST1
81
&C&P of &N
NIIT:This will include information about processors, Motherboards, Display Adaptors, Mouse, Keyboard, Monitors, RAM and Cabinates/ Power Supplies
NIIT:This will include information about processors, Motherboards, Display Adaptors, Mouse, Keyboard, Monitors, RAM and Cabinates/ Power Supplies
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What is a SUBNETA portion of a network that shares a common address component. On TCP/IP networks, subnets are defined as all devices whose IP addresses have the same prefix. For example, all devices with IP addresses that start with 100.100.100. would be part of the same subnet. Dividing a network into subnets is useful for both security and performance reasons. IP networks are divided using a subnet mask.
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SUBNET MASKAlso referred to as an address mask is a 32-bit value which is used to distinguish the network ID from the host ID in an arbitrary IP address. The bits of the subnet mask are defined as:All bits that correspond to the network ID are set to 1.All bits that correspond to the host ID are set to 0. Each host on a TCP/IP network requires a subnet mask even on a single-segment network. Subnet masks are frequently expressed in dotted decimal notation.
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To Summarize
gecis
DAY WISE SCHEDULE
TopicRemarksDuration
Computer ConceptsTheory Only2 hrsAs discussed we need to include 1 hr of Mock call at the End of Every Session, which is not mentioned in the schedule.
Diagnosing and Trouble Shooting Devices
Device Driver Configuration
Data Compression - PKZIP
Data Recovery
Disk Repair Tools
Scandisk
Anti Virus Software - Norton Utilities,Virus Vacines
Trouble Shooting- Mock Call1 hr
Introduction to NetworkingTheory ONLY use MS Demos if available3 hrs
Network Topologies and LAN standard
Network Technologies - Different Devices,Ethernet
Network Protocols
OSI Model
Types of Cabling
Overview of Network Secuirty- Firewalls
Routing4 hrs
TCP /IP Utlilities- Ipconfig,ping,nbstart,netstart,traceit
Trouble shooting - Mock Calls
Intro to WIN NTtheory only3 hrs
Intro to WIN NT Architecture
Domain Concepts- PDC,BDC
Trustee Relationship
WIN NT installation15 min(not in detail)
Practice- Mock Calls1 hr
Boot Process3 hrs
Boot INI File
Trouble shooting the booting Problems
Trouble shooting on Hardware Detection
Trouble shooting Logging Problems
Intro Win 2KTheory Only4 hrs
Difference between WIN 2k and WIN NT
Control Panel
System Icon
Virtual Memory
Display Icon
Multimedia Icon
Modem Icon
Network Icon
Printers3 hrs
Printer Server Properties
Printer Porperties
Installation of Printer Devices on NT and 2000
Trouble shooting Printer Problems,Local and Network Printers
Mock Calls1 hr
WIN NT Permissions3 hrs
File Directory Level Permissions
Trouble shooting Access Problems
Disk Quotas and EFS
Mock Calls1 hr
Overview of DHCP,DNS and WINSTheory3 hrs
Implication of DNS
Net Bios
DNS name Resolution
Mock Calls1 hr
Intro to Active Directory Services3 hrs
Managing Users,groups,Passords,Resetting Passwords
DNS Dependency
Mock Calls1 hr
Test 12 hrs
Intro to MS Exchange Server20 hrs
Server Concepts
Message Flows
Types of Recipients
Common Mailbox Properties
Migration from MS Otulook 5.5 to 2000
Differences in Migration
Trouble shooting
Intro to Ms Outlook
Profile
PST
PAB
Views
Offline Folders
Sending Attachments ,size of the file
Print Options- Trouble shooting
Calendar - Trouble shooting
Archiving a Mailbox,calendar
Delivery Options
Addressing Options
Out of Office Assistant
Rules
Mock Calls
Additions
Test 22 hrs
RASTheory3 hrs
VPN
Certificate Services
Internet Explorer3 hrs
Complete Internet options
Set Proxy settings
What is a browser
Set Default Browser options
Reset Web settings
Favourites
Net Meeting
Trouble shooting - Mock Calls1 hr
MS OFFICE10 hrs
MS WORD
Overview of MS WORD
Mail Merge
MS Excel
Overview of MS Excel
Pivot Tables
Functions
Graphs
PowerPoint
Overview
Making Presentations
Integarting MS Excel with Power point
Acrobat Reader
Trouble shooting
Test 52 hrs
80 hrs
303029907:TCP/IP, IPAddressing, Subnet MaskRouting just an Overview
303029907:It is EFS not DFS
303029907:Name Resolution & then WINS & DNS and differencesbetween both
Kalyan :1. Offline Folders 2. Scenarios and Trouble shooting not included in Outlook .
Sheet1
NameNumber(h)TypeUsage
00hUWorkstation Service
01hUMessenger Service
20hUFile Server Service
87hUMicrosoft Exchange MTA
30hUModem Sharing Server Service
42hUMcaffee Anti Virus
03hUMessenger ServiceNetworkHost
00hGDomain NamexxxxxxxxxyyyClassNetwork ID PortionHost ID PortionAvailable NetworksHosts per Network
01bUDomain Master BrowserA1126wx.y.z12616,777,214
1DhGDomain ControllersB128191w.xy.z16,38465,534
ClassStart AddressFinish AddressC192223w.x.yz2,097,152254
A10.0.0.010.255.255.255
B172.16.0.0172.31.255.255
C192.168.0.0192.168.255.255
changed 1
DAYTopicRemarksDurationSub TopicsRequirements
Day 1Pre Test1Question Paper
Computer Concepts and Overview of HardwareDemonstrations3What is Computer, How It works, Various Parts of a computer, Processor, Motherboard, Monitor, Keyboard, Monitor, Sound, Cabinate and Power Supply. Visual Identification of all the Parts and Connectors with their UsageSlides, Computer to Demonstrate the various parts (preferably the brand used the Client), Quiz
Mock Calls1Explain the Scope of work of a Help Desk Engineer, His Role and Limitations, Expectations by the company, Explain the five step approach to take a callSlides
Day 2Introduction to NetworkingTheory4Slides, Quiz
Network Topologies and LAN standardif possible show
Network Technologies - Different Devices, Ethernetthe participants
OSI ModelVarious Cables
Types of CablingDemonstrationsconnectors
Network ProtocolsNIC etc.
Net Bios
Mock Calls1Explain the features of a good Technical Call with some Do's and Dont's, Demonstrate a good call and a bad call, also Involve participants to discuss what can be the issues on a help desk callSlides and Tape Recorder with prerecorded sample calls
Day 3Network ProtocolsTheory4Slides, Quiz
Net BiosComputer with
TCP/IP, IP Addressing, Subnet MaskAdministrative
Routing Overviewrights to show the TCP/IP Settings
DNS OverviewParticipants Logins should be operational by now so that they can have hands ON
Implication of DNS
DNS name Resolution
DHCP Overview
Overview of Network Security - With Network OS and Firewalls
Mock Calls1Scenarios with simple trouble shootings like cable disconnects and power supply failuresScenarios
Day 4TCP/IP Utilities- Ipconfig, ping, nbtstat, net start, tracertHands On1networked Computer to demonstrate the commands
Intro to WIN NTTheory2.5Slides, Quiz
Intro to WIN NT Architecture
Domain Concepts- PDC, BDC
Trust Relationship
WIN NT installationDemonstrations0.5Slides or computer
Mock Calls1Scinarios with issues like unable to print, not connected to the network, can not open a website with resolutions dependent on cabling, IP Settings
Day 5Intro Win 2KTheory2Slides, Quiz
Difference between WIN 2k and WIN NT
Intro to Active Directory Services
DNS Dependency
Boot ProcessDemonstrations2Computer To demonstrate the boot process
Boot INI FileComputer to demonstrate the changes that can be made and there effectsComputer to show the files
Mock Calls1Scinarios with simple Booting issues
Day 6Control PanelDemonstrations4Slides, Quiz
System IconHands OnComputer with
Virtual Memorynetworking and
Device Driver Configuration and Device Manageradministrative
Display Iconrights to show the usage of each ICON
Multimedia Iconas the particpants logins will not be having administrative rights
Modem Icon
Network Icon
Mock Calls1Sconarios with drivers issues and setting problemsScinarios
Day 7Data Compression - PKZIPHands On4Slides and quiz
Data RecoveryComputer with
Disk Repair Tools (Scandisk and Chkdsk)Administrative
System Tools (Defrag, Disk Cleanup, System Information, SFC)Rights
Anti Virus Software - Norton Utilities,Virus Vaccines
Trouble shooting on Hardware Detection (with Mock Calls)slides for safe mode booting and windows stop errors
Diagnosing and Trouble Shooting Devices (with Mock Calls)Complex scinarios with issues related to every ascpect discussed uptill now
MID TEST1Test paper
Day 8Managing Users, groups, Passwords, Resetting PasswordsDemonstrations4slides and quiz
WIN NT Rights and Policies
WIN NT Security Permissions
WIN NT Sharing of Files and Folders and its permissions
Trouble Shooting Login Problems
Mock Calls1Advanced Scinarios for all the ascpects discussed
Day 9Offline Folders, Disk Quotas and EFSDemonstrations4slides and quiz
Trouble shooting Access Problems
RAS Concept and Client end configurations
VPN Concept and Client end configurations
Certificate Services
Trouble Shooting Network Issues
Mock Calls1scinarios
Day 10Printers Types of, Overview of their features and workingDemonstrations4slides and quiz
Configuring Print Servers and their propertiesif possible network lazer printer preferably the one of the models used by the client
Installation of Printer Devices on NT and 2000 (Local & Network)Hands On
Printer Properties
Trouble shooting Printer Problems, Local and Network Printers
Mock Calls1scinarios
Day 11How Internet Works OverviewDemonstrations4slides, computer, quiz
What is a browser - Internet Explorer
Complete Internet optionsHands ON
Set Proxy settings
Set Default Browser options
Reset Web settings
Favorites
Net Meeting
Mock Calls1scinarios
Day 12Intro to MS Exchange ServerDemonstrations4slides, computer, quiz
Server Concepts
Message Flows
Types of Recipients
Common Mailbox Properties
Migration from MS Outlook 5.5 to 2000
Differences in Migration
Trouble shooting Exchange server Issues
Mock Calls1scinarios
Day 13Intro to Ms OutlookDemonstrations4slides computer, quiz
ProfileHands ONTape recorder to record calls
PST
PAB
Views
Offline Folders
Mock Calls1scinarios
Day 14Sending Attachments, size of the fileDemonstrations4slides, computer and quiz
Print Options- Trouble shootingHands ONTape recorder to record calls
Calendar - Trouble shooting
Archiving a Mailbox, calendar
Mock Calls1scinarios
Day 15Calendar - Trouble shootingDemonstrations4slides, computer and quiz
Archiving a Mailbox, calendarHands ONTape recorder to record calls
Delivery Options
Addressing Options
Out of Office Assistant
Rules
Trouble Shooting Outlook Issues
Mock Calls1scinarios
Day 16MS WORDDemonstrations3slides computer and quiz
Overview of MS WORDHands ONTape recorder to record calls
Mail Merge
MS Excel
Overview of MS Excel
Pivot Tables
Functions
Graphs
PowerPoint
Overview
Making Presentations
Integrating MS Excel with Power point
Acrobat Reader
Trouble shooting
Mock Calls1scinarios
Final TEST1Test paper
80
&CIT HELPDESK SCHEDULE
Page &P of &N
NIIT:This will include information about processors, Motherboards, Display Adaptors, Mouse, Keyboard, Monitors, RAM and Cabinet's/ Power Supplies
changed
Proposed Course Schedule for IT Help Desk Training
TopicRemarksDuration
Pre Test1
Computer Concepts and Overview of various Hardware TrendsTheory Only2
Mock Calls1
Computer Concepts and Overview of various Hardware TrendsTheory Only2
Introduction to NetworkingTheory Only2
Network Topologies and LAN standard
Network Technologies - Different Devices,Ethernet
OSI Model
Types of Cabling
Network Protocols
Net Bios
Mock Calls1
TCP/IP, IPAddressing, Subnet MaskTheory and Demonstrations4
Routing Overview
DNS Overview
Implication of DNS
DNS name Resolution
DHCP Overview
TCP/IP Utlilities- Ipconfig, ping, nbtstat, net start, tracert
Overview of Network Secuirty- Firewalls
Intro to WIN NTTheory Only3
Intro to WIN NT Architecture
Domain Concepts- PDC,BDC
Trust Relationship
WIN NT installationDemonstrations1
Intro Win 2KTheory Only3
Difference between WIN 2k and WIN NT
Boot ProcessTheory and Demonstrations5
Boot INI File
Control Panel
System Icon
Virtual Memory
Display Icon
Multimedia Icon
Modem Icon
Network Icon
Device Driver Configuration
Data Compression - PKZIPTheory and Demonstrations2
Data Recovery
Disk Repair Tools (Scandisk and Chkdsk)
System Tools (Defrag, Disk Cleanup, System Information, SFC)
Anti Virus Software - Norton Utilities,Virus Vacines
Trouble shooting on Hardware DetectionDemonstrations1
Diagnosing and Trouble Shooting DevicesDemonstrations1
Intro to Active Directory ServicesTheory and Demonstrations3
DNS Dependency
Managing Users, groups, Passwords, Resetting Passwords
WIN NT Rights and Policies
Trouble Shooting Login ProblemsDemonstrations1
WIN NT Security PermissionsTheory and Demonstrations3
WIN NT Sharing of Files and Folders and its permissions
Offline Folders, Disk Quotas and EFS
Trouble shooting Access ProblemsDemonstrations1
RAS Concept and Client end configurationsTheory and Demonstrations2
VPN Concept and Client end configurations
Certificate Services
Trouble Shooting Network IssuesDemonstrations2
MID TEST1
Printers Types of, Overview of their features and working5
Configuring Print Servers and their properties
Installation of Printer Devices on NT and 2000 (Local & Network)
Printer Porperties
Trouble shooting Printer Problems, Local and Network Printers2
How Internet Works OverviewTheory and Demonstrations3
What is a browser - Internet Explorer
Complete Internet options
Set Proxy settings
Set Default Browser options
Reset Web settings
Favourites
Net Meeting
Trouble shooti