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Networking Basics

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  • Networking Networking Networking Networking BasicsINSTRUCTOR: S.D.BANERJEE

  • 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.

  • 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.

  • Why required?Resource sharing World-wide accessStore, Retrieve & Modify any kind of information Access to information

  • Types of NetworksLocal Area Networks (LAN) Metro-politan Area Networks (MAN)Wide Area Networks (WAN)

  • 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.

  • 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.

  • 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.

  • Centralized networkBased on direct cablingCostlyClients do not have independent processing capability.

  • 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.

  • 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

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • Hybrid or Tree Topology

    A hybrid topology. Groups of star-configured networks are connected to a linear bus backbone.

  • Types of Network CablesThin Ethernet Co-axial CablesThick Ethernet Co-axial CablesUTP (Unshielded Twisted Pair) CablesSTP (Shielded Twisted Pair) CablesFiber Optic Cables

  • 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

  • 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

  • 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.

  • 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.

  • Network DevicesNetwork Interface Cards (NIC)HubSwitchesRouters

  • 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). .

  • 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).

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • Presentation LayerThis layer provides independence from differences in data representation (e.g., encryption) by translating from application to network format, and vice versa.

  • Session LayerIt deals with session and connection coordination.

  • 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.

  • Network LayerRouting and forwarding are functions of this layer, as well as addressing, internetworking, error handling, congestion control and packet sequencing.

  • 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.

  • 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.

  • 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.

  • 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:

  • 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.

  • 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.

  • 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 -

  • 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

  • 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.

  • 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.

  • 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

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