This track verifies that customer service professionals are knowledgeable in skills and techniques required to provide exceptional customer service and support in both support center and call center environments. It ensures they understand how to access customer needs while exceeding their expectations.

Prerequisite(s) or Equivalent Knowledge

• CompTIA A Certification

Prerequisite Comments

• There are no enforces prerequisites, however, the recommended prerequisites are the CompTIA A certification and nine months of networking experience.

Prerequisite Comments

• Network Technicians
• Desktop Support Technicians
• PC Support Technicians
• Field Technicians
• Call Center Technicians

This course provides the skills and knowledge necessary to prepare for the CompTIA Network Certification Exam. The course certification proves competence in managing, troubleshooting, installing and configuring a basic network infrastructure.

Upon successful completion of this course, students will be able to: -The skills required managing, maintaining, troubleshooting, installing, operating and configuring basic network infrastructure. –Networking technologies design principles including adherences to writing standard and use of testing tools – Network specific security practices, disaster recovery procedures, data storage technology implementation.

Lesson 1: Network Theory

• Networking Terminology
• Networking Building Blocks
• Standard Network Models
• Physical Network Topologies
• Logical Network Topologies
• Network Categories

Lesson 2: Network Communications Methods

• Transmission Methods
• Media Access Methods
• Signaling Methods

Lesson 3: Network Data Delivery

• Data Addressing and Delivery
• Delivery Techniques

Lesson 4: Network Media and Hardware

• Bounded Network Media
• Unbounded Network Media
• Noise Control
• Network Connectivity Devices
• Wiring Distribution Components

Lesson 5: Network Implementations

• The OSI Model
• Ethernet Networks
• Token Ring Networks
• Fiber Distributed Data Interface (FDDI) Networks
• Wireless Technologies and Standards

Lesson 6: Networking with TCP/IP

• Families of Protocols
• The TCP/IP Protocol
• IP Address Basics
• Custom IP Addresses
• The IP Version 6 Protocol
• The TCP/IP Protocol Suite

Lesson 7: TCP/IP Services

• IP Address Assignment Methods
• Host name Resolution
• TCP/IP Utilities
• TCP/IP Upper-Layer Services
• TCP/IP Interoperability Services

Lesson 8: Local Area Network Infrastructure

• IP Routing
• Static IP Routing
• Dynamic IP Routing
• Control Data Movement with Filters and VLAN’s

Lesson 9: WAN Infrastructure

• WAN Switching Technologies
• WAN Transmission Technologies
• WAN Connectivity Methods
• Voice Over Data Systems

Lesson 10: Network Security

• Computer Security Basics
• Authentication
• Data Encryption
• Protect Network Traffic with IP Security (IPsec)
• Internet Security
• Common Threats
• Threat Mitigation Techniques
• Intrusion Detection and Prevention
• Educate Users

Lesson 11: Remote Networking

• Remote Network Architectures
• Remote Access Networking Implementations
• Virtual Private Networking
• Remote Control Computing

Lesson 12: Disaster Recovery

• Examine Configuration Management Documentation
• Plan for Disaster Recovery
• Fault Tolerance Methods
• Data Backup

Lesson 13: Network Data Storage

• Enterprise Data Storage
• Network-Attached Storage (NAS)
• Storage Area Network (SAN) Implementations
• Clustering

Lesson 14: Network Operating Systems

• UNIX and Linux Operating Systems
• Apple Mac OS X
• Microsoft Operating Systems
• Novell Open Enterprise Server

Lesson 15: Network Management

• Monitoring Tools
• Network Baselining
• Network Optimization

Lesson 16: Network Troubleshooting

• Troubleshooting Models
• TCP/IP Troubleshooting Utilities
• Hardware Troubleshooting Tools
• Common Connectivity Issues

At Course Completion

Upon successful completion of this course, students will be able to: -The skills required managing, maintaining, troubleshooting, installing, operating and configuring basic network infrastructure. –Networking technologies design principles including adherences to writing standard and use of testing tools – Network specific security practices, disaster recovery procedures, data storage technology implementation.