Advanced High-Speed Data Customer Service

Delivery: Online

College Credit: 3 credit hours

Estimated Length: 40 seat hours

Price: $785

Advanced High-Speed Data Customer Service builds upon the knowledge gained in NCTI’s High-Speed Data Customer Service course. The course provides the industry’s most in-depth and thorough training for customer contact personnel regarding core digital concepts and personal computers (PC). Students completing this course gain a thorough understanding of personal computers and mobile devices as well as their operating systems. The student will also learn key digital concepts and how digital relates to analog as well as insight into troubleshooting high-speed data (HSD) service.

Delivered online, the Advanced High-Speed Data Customer Service course includes videos and activities that are intended to help the student retain key points of information. The computer videos are hosted by Mike Meyers, author and holder of multiple IT industry certifications, whose colorful and humorous presentation style makes the course entertaining and effective. This course provides valuable and necessary information for anyone that provides assistance to customers that are experiencing computer related issues.

Completion Time:

The estimated completion time for this course is 40 hours. The maximum allotted time is four months from enrollment.

Benefits:

have the breadth and depth of knowledge to sell and support any high-speed data related services
reduce expensive truck rolls and improve customer satisfaction rates by providing advanced levels of troubleshooting on high-speed data service
earn three hours of college credit
receive credit toward NCTI Customer Care Master Representative certification
receive credit toward NCTI Master Dispatcher certification
receive an industry-recognized NCTI certificate of graduation

Upon completing this course, students will be able to:

identify the main components of a computer system
describe how to maneuver in the different Windows operating systems to perform common tasks
explain the meaning of 32- and 64-bit processing
. explain the labeling of the different types of random access memory (RAM)
describe the basic input/output services (BIOS) in a computer system
describe the computer motherboard and the different available form factors
describe a hard drive and solid-state drive
identify different types of media for storing and playing back data
explain how to configure common input devices in a computer system
understand the terms resolution, refresh rate and color depth as they relate to a computer’s video configurations.
describe the terms Transmission Control Protocol (TCP), User Datagram Protocol (UDP) and ports in reference to Internet applications
describe the waveform audio file format (WAV) and musical instrument digital interface (MIDI) file formats
identify different laptop types and features that make laptops versatile
describe mobile device operating systems
connect and troubleshoot devices on a wireless network
identify how to keep computer systems in an optimal operating condition
understand how digital devices are used to duplicate the physiological characteristics of the human eye and ear
apply the divide and conquer troubleshooting method

Outline

Operational Procedures

Discuss professionalism in appearance and communications, identify the biggest hazards to a computer, discuss safety for those working on a computer and for the computer while being worked on.

The Visible PC

Review how computers work, identify and explain the function of the main components inside a computer and describe the different computer interfaces to peripheral devices.

Visible Windows

Introduction to operating systems and touring operating systems.

Microprocessors

Understanding central processing units (CPU), investigating CPU speeds and cores, exploring CPU caches, understanding 32-bit and 64-bit processors, installing a CPU and cooling a CPU.

Random Access Memory (RAM)

Understanding RAM, looking at types of RAM, adding RAM to a system, troubleshooting RAM and understanding virtual memory.

Basic Input/Output Services (BIOS)

Defining the purpose of BIOS, describing the poweron self-test (POST) and troubleshooting BIOS.

Motherboards

Understanding form factor, ATX and ITX form factors, chipsets, the expansion bus, installing a motherboard and configuring for two CPUs.

Power Supplies

Electricity basics, describing the power supply and connections, choosing a power supply, power protection and troubleshooting the power supply.

Hard Drive Technologies

Introduction to hard drive technologies including solid-state drives.

Removable Media

Remembering floppy discs and drives, investigating optical drives and flash media.

Input Devices

Supporting common ports and connecting input devices.

Video

Investigating video displays, connectors, and video settings, working with projectors, setting up multiple monitors, installing graphics cards and troubleshooting video issues.

The Internet

Understanding Internet tier structures, connecting to the Internet, investigating Internet application protocols and analyzing Internet issues.

Multimedia

Recognizing sound formats, working with volume, and using tuners and video cards.

Wireless Networking

Introduction to wireless networking

Portable Computing

Looking at laptop computers, managing and maintain portable computers and troubleshooting laptop computers.

Mobile Devices

Comparing smart phones and tablets, describe mobile operating systems, syncing mobile devices, connecting mobile devices to a network, connecting mobile devices to email and securing mobile devices.

Securing Computers

Exploring physical security, securing the environment against unauthorized use and against software threats, using firewalls and destroying data and complying with acceptable use policies.

Digital Basics

Compare decimal and binary numbering, understand logic gates and integrated circuits and learn about pulse code modulation.

Troubleshooting HSD

Modem emulators and other test equipment, house amplifiers and examining troubleshooting techniques.