Information Technology CSR Specialist

922 Hours / Access Length: 2 Years / Delivery: Online, Mentor Supported

Course Overview:

Information Technology Customer Service Representatives provide help and advice to computer users and organizations, as well as interact with customers to handle complaints, process orders, and answer questions.

The Information Technology Customer Service Representative Course covers the following areas:

  • ComptTIA ITF+ - focuses on the knowledge and skills required to identify and explain the basics of computing, IT infrastructure, application and software, software development, database fundamentals and security.
  • CompTIA A+ - learn the competency of entry-level PC computer service for installing, maintaining, customizing and operating personal computers.
  • CompTIA Network+ - gain the knowledge and skills needed to troubleshoot, configure, and manage wired and wireless networks found in companies around the world.
  • CompTIA Security+ - learn network security concepts, threats and vulnerabilities, access control, identity management, cryptography, and much more. 
  • Customer Service Representative – learn to interact with customers to handle complaints, process orders, and provide information about an organization's products and services. 
  • Workplace Essentials Soft Skills – learn a variety of skills needed for customer and business support, including dealing with difficult customers, generating return business, and teamwork within the company.

On completion of the CompTIA IT Fundamentals (FC0-U61) course, you will be able to:

  • Use features and functions of common operating systems and establish network connectivity
  • Identify common software applications and their purpose
  • Use security and web browsing best practices

On completion of the CompTIA A+ Core 1 (220-1101) course, you will be able to:

  • Install and configure PC system unit components and peripheral devices.
  • Install, configure, and troubleshoot display and multimedia devices.
  • Install, configure, and troubleshoot storage devices.
  • Install, configure, and troubleshoot internal system components.
  • Explain network infrastructure concepts.
  • Configure and troubleshoot network connections.
  • Implement client virtualization and cloud computing.
  • Support and troubleshoot laptops.
  • Support and troubleshoot mobile devices.
  • Install, configure, and troubleshoot print devices.

On completion of the CompTIA A+ Core 2 (220-1102) course, you will be able to:

  • Support operating systems.
  • Install, configure, and maintain operating systems.
  • Maintain and troubleshoot Microsoft Windows.
  • Configure and troubleshoot network connections.
  • Manage users, workstations, and shared resources.
  • Implement physical security.
  • Secure workstations and data.
  • Troubleshoot workstation security issues.
  • Support and troubleshoot mobile devices.
  • Implement operational procedures.

On completion of the CompTIA Network+ (N10-008), you will be able to:

  • Explain the OSI and TCP/IP Models.
  • Explain properties of network traffic.
  • Install and configure switched networks.
  • Configure IP networks.
  • Install and configure routed networks.
  • Configure and monitor ports and protocols.
  • Explain network application and storage issues.
  • Monitor and troubleshoot networks.
  • Explain network attacks and mitigations.
  • Install and configure security devices.
  • Explain authentication and access controls.
  • Deploy and troubleshoot cabling solutions.
  • Implement and troubleshoot wireless technologies.
  • Compare and contrast WAN technologies.
  • Use remote access methods.
  • Identify site policies and best practices.

On completion of the CompTIA Security+ (SY0-601), you will be able to:

  • Compare security roles and security controls
  • Explain threat actors and threat intelligence
  • Perform security assessments and identify social engineering attacks and malware types
  • Summarize basic cryptographic concepts and implement public key infrastructure
  • Implement authentication controls
  • Implement identity and account management controls
  • Implement secure network designs, network security appliances, and secure network protocols
  • Implement host, embedded/Internet of Things, and mobile security solutions
  • Implement secure cloud solutions
  • Explain data privacy and protection concepts
  • Perform incident response and digital forensics
  • Summarize risk management concepts and implement cybersecurity resilience
  • Explain physical security

On completion of the Customer Service Representative (CSR) Exam Prep course, you will be able to:

  • Understand the basics of customer service and working with customers
  • Implement ways to provide exceptional customer service
  • Have critical workplace and problem solving skills to provide exceptional customer service
  • Understand basics of communications with customers, including nonverbal communications
  • Perform proper communication techniques through phone and digital communications

This course bundle prepares a student to take the CompTIA ITF+ Fundamentals (ITF+) FC0-U61, A+ 1001, A+ 1002, Network+ N10-007, Security SY0-601, and HDI Customer Service Representative (HDI-CSR) national certification exams.

Course Outline:

CompTIA IT Fundamentals+ (ITF+) FC0-U61 Curriculum:
Lesson 1: Common Computing Devices

On completion of this unit, you will be able to:

  • Describe the basics of how a computer processes data.
  • Describe the functions and capabilities of types of computing devices, such as PCs, servers, mobiles, and home automation.
Lesson 2: Using a Workstation

On completion of this unit, you will be able to:

  • Set up a computer system with regard for safety and healthy working practices.
  • Navigate an OS and use input devices effectively.
Lesson 3: Using an OS

On completion of this unit, you will be able to:

  • Distinguish between different types of operating systems designed for workstations, servers, mobiles, embedded systems, and virtualization.
  • Identify commonly used commercial and open source operating systems, such as Windows, macOS, iOS, Linux, Chrome, and Android.
  • Use a browser to view websites.
Lesson 4: Managing an OS

On completion of this unit, you will be able to:

  • Use GUI and command-line management interfaces to configure an operating system.
  • Explain the importance of access control features and configure user accounts.
Lesson 5: Troubleshooting and Support

On completion of this unit, you will be able to:

  • Describe basic support and troubleshooting procedures.
  • Use websites and tools to obtain support and search for advice and help.
Lesson 6: Using Data Types and Units

On completion of this unit, you will be able to:

  • Recognize and use different notational systems, data types, and units of measure.
  • Compare and contrast fundamental data types and their characteristics.
  • Discuss the importance of data and ways that a company can use it to make business decisions.
Lesson 7: Using Apps

On completion of this unit, you will be able to:

  • Install and uninstall software applications and configure compatibility settings.
  • Explain the importance of software licensing and the types of license available.
  • Describe the key features of different types of application and associated file formats.
Lesson 8: Programming and App Development

On completion of this unit, you will be able to:

  • Describe programming organizational techniques and logic.
  • Categorize types of programming languages and list the advantages and disadvantages of each type.
  • Describe some of the main features of application code and Object-Oriented Programming.
  • Describe the ways that an application can be deployed.
Lesson 9: Using Databases

On completion of this unit, you will be able to:

  • Describe databases and explain the purpose of a database.
  • List the relational methods used by structured databases.
  • List the ways that users and applications can interface with databases.
  • Distinguish application architecture models.
Lesson 10: System Components

On completion of this unit, you will be able to:

  • Explain the way in which system components determine performance and how to specify an appropriate computer system.
  • Describe the types and functions of motherboards, processors, memory, and the expansion bus.
  • Explain the importance of a cooling system and the components used.
  • Identify the role of PC firmware and access the firmware setup program.
Lesson 11: Using Device Interfaces

On completion of this unit, you will be able to:

  • Distinguish peripheral, graphics, and networking interfaces and their uses.
  • Install and configure input devices.
Lesson 12: Using Peripheral Devices

On completion of this unit, you will be able to:

  • Use Plug-and-Play to install devices and understand the use of device drivers.
  • Describe different display technologies and install and configure a PC display.
  • Install and configure multimedia devices, such as sound cards, speakers, microphones, and webcams.
  • Describe the features and capabilities of different types of printer and their associated interfaces.
  • Install and configure printers and scanners.
Lesson 13: Using Storage Devices

On completion of this unit, you will be able to:

  • Contrast volatile and non-volatile storage types.
  • Describe the types of system memory modules used in PCs.
  • Describe the types and features of Hard Disk Drives, Solid State Drives, optical drives, and flash memory.
Lesson 14: Using File Systems

On completion of this unit, you will be able to:

  • Describe the properties of file systems and select an appropriate file system for a given OS and usage.
  • Use a file manager to create, open, move/copy, and delete files and folders/directories.
  • Use search tools and view options to locate files quickly.
Lesson 15: Networking Concepts

On completion of this unit, you will be able to:

  • Describe the components and functions of computer networks.
  • List the protocols and technologies used for addressing on computer networks.
  • Connect a computer to a wired or wireless network.
  • Describe the uses of common application protocols.
Lesson 16: Connecting to a Network

On completion of this unit, you will be able to:

  • Identify the roles of different network devices in providing local and Internet network connectivity.
  • Distinguish the advantages and disadvantages of Internet connection types.
  • Connect a computer to a wired or wireless network.
  • Configure a wireless access point to use secure network settings.
Lesson 17: Secure Web Browsing

On completion of this unit, you will be able to:

  • Explain risks of using open Internet access methods.
  • Describe safe browsing practices and configure browser security/privacy features.
  • Identify the use and basic configuration parameters of a firewall.
Lesson 18: Using Shared Storage

On completion of this unit, you will be able to:

  • List ways to share files and storage on a local network.
  • Describe means of sharing files and services on the Internet.
  • Explain the importance of backups and configure simple backup options.
Lesson 19: Using Mobile Devices

On completion of this unit, you will be able to:

  • Identify the key features of different types of mobile devices and mobile operating systems.
  • Configure network, email, and data transfer settings on mobile devices.
Lesson 20: Security Concerns

On completion of this unit, you will be able to:

  • Distinguish threats to the confidentiality, integrity, and availability of information processing systems.
  • Identify social engineering techniques.
  • Describe the importance of business continuity and how to make systems fault tolerant.
  • Explain the importance of disaster recovery plan
Lesson 21: Using Best Practices

On completion of this unit, you will be able to:

  • Describe basic principles for hardening computer systems against attack.
  • Distinguish types of malware and use anti-malware software.
  • Identify spam and phishing threats.
  • Install software patches and updates from secure sources.
Lesson 22: Using Access Controls

On completion of this unit, you will be able to:

  • Distinguish between identification, authentication, authorization, and accounting in access control systems.
  • Identify different authentication factors and understand their use in providing strong authentication.
  • List best practices when choosing passwords.
  • Explain how encryption technologies are used for authentication and access control.
Lesson 23: Behavioral Security Concepts

On completion of this unit, you will be able to:

  • Explain the importance of written policies and procedures in ensuring behavioral security.
  • Describe basic principles for handling confidential information.
  • List some privacy and usage issues for corporate systems and Internet/social media sites.
CompTIA A+ 1001 Curriculum:
Lesson 1: Installing and Configuring PC Components

A very large percentage of the work that most IT technicians do entails working with hardware, including installing, upgrading, repairing, configuring, maintaining, optimizing, and troubleshooting computer components.  In this lesson, you will review the computer's system components and peripheral devices. You will see how they are connected and configured to create a customizable PC platform.

Lesson 2: Installing, Configuring, and Troubleshooting Display and Multimedia Devices

This lesson focuses on installing, configuring, and troubleshooting display and multimedia devices. The video and audio subsystems provide the main ways that information is output from the computer and presented to the user. Multimedia devices can also be used as inputs—to record sound from a microphone, import pictures from a scanner or camera, or capture video from a webcam.

Lesson 3: Installing, Configuring, and Troubleshooting Storage Devices

As a computer technician, your responsibilities are likely to include installing and maintaining many different types of computer components, including storage devices. By identifying the various types of storage devices that can be found in most personal computers, you will be better prepared to select, install, and maintain storage devices in personal computers.

Data storage comes in a variety of types and sizes and for different purposes. Temporary data storage in RAM and permanent storage on hard disk drives, optical drives (CD/DVD/Blu-ray), and flash memory drives and cards are the main types of storage you will encounter.

Lesson 4: Installing, Configuring, and Troubleshooting Internal System Components

As a CompTIA A+ technician, you are not only responsible for the components outside the system unit, but all the internal components as well. On the job, you may be asked to connect peripheral components for a user, or you may be asked to swap out a motherboard.

Having the knowledge and skills to properly install and configure the internal system components is crucial because, in most cases, users will not have the knowledge or the experience to install the components themselves. It will be your professional responsibility to know the technical specifications for these components and how to manage them appropriately.

Lesson 5: Network Infrastructure Concepts

In this lesson, you will learn about the technologies underpinning networking infrastructure, such as network cables, wireless standards, switches, routers, and protocols. Having a basic background in networking fundamentals is a vital prerequisite for providing IT support. In today's environment, standalone computing is a rarity. Just about every digital device on the planet today is connected to external resources via some kind of network, whether it is a small office/home office network, a corporate Wide Area Network (WAN), or directly to the Internet itself.

The ability to connect, share, and communicate using a network is crucial for running a business and staying connected to everything in the world, so as a CompTIA A+ support technician, you will need to understand the technologies that underlie both local and global network communications to ensure that the organization you support stays connected.

Lesson 6: Configuring and Troubleshooting Networks

In a previous lesson, you identified networking technologies. With that knowledge, you are now prepared to implement those technologies. In this lesson, you will install and configure networking capabilities.

As a CompTIA A+ technician, your duties will include setting up and configuring computers so that they can connect to a network. By installing, configuring, and troubleshooting networking capabilities, you will be able to provide users with the connectivity they need to be able to perform their job duties.

Lesson 7: Implementing Client Virtualization and Cloud Computing

As organizations grow in size and scope, there is an increased need for resources, especially when it comes to computing. Virtualization can help ease the growing pains of an organization by providing the opportunity to leverage one computer and one operating system for use over many systems, and save valuable time and resources when it comes to hardware, software, and personnel.

Virtualization is also the technology underpinning cloud computing; one of the dominant trends in networking. Many organizations are outsourcing parts of their IT infrastructure, platforms, storage, or services to a cloud service provider. Virtualization is at the core of cloud service provider networks. As a CompTIA A+ technician, your customers will expect you to be able to advise on types of cloud deployments and identify some of the configuration issues involved in connecting to cloud services.

Lesson 8: Supporting and Troubleshooting Laptops

As a CompTIA A+ technician, you will require a robust knowledge of portable computing principles. In this lesson, the focus will be on laptops and how they differ from desktop systems in terms of features, upgrade/repair procedures, and troubleshooting.

Lesson 9: Supporting and Troubleshooting Mobile Devices

Mobile devices are everywhere today. Because of their portability and powerful computing capabilities, they are prominent in most workplaces. So, as a certified CompTIA A+ technician, you will be expected to configure, maintain, and troubleshoot mobile computing devices. With the proper information and the right skills, you will be ready to support these devices as efficiently as you support their desktop counterparts.

Lesson 10: Installing, Configuring, and Troubleshooting Print Devices

Despite predictions that computers would bring about a paperless office environment, the need to transfer digital information to paper or back again remains as strong as ever. Therefore, printing is still among the most common tasks for users in almost every home or business environment. As a CompTIA A+ certified professional, you will often be called upon to set up, configure, and troubleshoot printing environments, so you will need to understand printer technologies as well as know how to perform common printer support tasks.

As a professional support technician, you might be supporting the latest cutting-edge technology, or you might be responsible for ensuring that legacy systems continue to function adequately. So, you must be prepared for either situation and be able to provide the right level of support to users and clients. Having a working knowledge of the many printer technologies and components will help you to support users' needs in any technical environment.

CompTIA A+ Core 2 (220-1002) Curriculum:

Lesson 1: Supporting Operating Systems

As a professional IT support representative or PC service technician, your job will include installing, configuring, maintaining, and troubleshooting personal computer operating systems, applications, hardware, and networks. Before you can perform any of these tasks, you need to understand the basics of what an operating system is, including the various versions, features, components, and technical capabilities. With this knowledge, you can provide effective support for all types of system environments.

Lesson 2: Installing, Configuring, and Maintaining Operating Systems

So far in this course, you worked with the Microsoft Windows operating system. As you know, a CompTIA A+ technician will probably also be responsible for setting up, maintaining, and troubleshooting computers and devices that have other operating systems installed. Familiarity with other desktop operating systems, such as Linux and macOS, will enable you to support more of your user base.

Lesson 3: Maintain and Troubleshoot Microsoft Windows

You have learned to use tools and features to install and configure devices and manage disks and file systems. These tasks are important but they are not the reason people and companies use computers. Computers are useful devices because they run different kinds of software applications. In this lesson, you will learn how to install and configure software in Windows.

Lesson 4: Configuring and Troubleshooting Networks

As a CompTIA A+ technician, you are not only responsible for the components outside the system unit, but all the internal components as well. On the job, you may be asked to connect peripheral components for a user, or you may be asked to swap out a motherboard.

Having the knowledge and skills to properly install and configure the internal system components is crucial because, in most cases, users will not have the knowledge or the experience to install the components themselves. It will be your professional responsibility to know the technical specifications for these components and how to manage them appropriately.

Lesson 5: Managing Users, Workstations, and Shared Resources

Once you have the computer network up and running, you can start to configure it to provide useful services. File and print sharing are key uses of almost every network. When configuring these resources, you have to be aware of potential security issues and understand how to set permissions correctly, to ensure that data is only accessible to those users who really should have been authorized to see it.

Lesson 6: Security Concepts

So far in this course, you have installed and configured PC hardware and software and network devices. Another facet of a CompTIA® A+® technician's duties involves protecting organizational computing assets from attacks. In this lesson, you will identify security threats and vulnerabilities, plus some of the logical and physical controls used to mitigate them.

Lesson 7: Securing Workstations and Data

Ensuring the security of information processing systems isn't an easy job. Sources of vulnerabilities and weaknesses can seem as limitless as the range of threats and attackers poised to try to take advantage of them. As a CompTIA A+ PC technician, you need to make yourself aware of the latest developments and best practices to use to secure systems.

Lesson 8: Troubleshooting Workstation Security Issues

For all that you try to configure workstation security according to best practices—securing user accounts, installing antivirus software, updating with patches, and encrypting data—there will be times when those procedures fail to work properly and you have to deal with malware infection. As a CompTIA A+ PC technician, it is essential that you be able to identify types of malware, the symptoms of malware infections, and the steps to take to remove malicious code and prevent it from re-infecting computers and networks.

Lesson 9: Supporting and Troubleshooting Mobile Devices

Mobile devices are everywhere today. Because of their portability and powerful computing capabilities, they are prominent in most workplaces. So, as a certified CompTIA A+ technician, you will be expected to configure, maintain, and troubleshoot mobile computing devices. With the proper information and the right skills, you will be ready to support these devices as efficiently as you support their desktop counterparts.

Lesson 10: Implementing Operational Procedures

As a CompTIA A+ technician, you will be asked to install, configure, maintain, and correct problems with a variety of computer components and software. You will usually be performing this work within the context of a company's operational procedures. You have already explored procedures governing safe working practices, regulated data and content, incident response, and ways of using remote access to handle problems more efficiently.

CompTIA Network+ N10-007 Curriculum:

Lesson 1: Explaining the OSI and TCP/IP Models

With a background in CompTIA Network+ information and skills, your networking career can move in many directions. Whether you are a network support technician, installer, or administrator, knowledge of basic networking theory provides the necessary foundation needed for learning more advanced networking concepts. A good grasp of fundamental networking theory will help you succeed in any network-related job role.

Lesson 2: Explaining Properties of Network Traffic

In this lesson, you will explore the properties of the Physical and Data Link layers in more depth. Ethernet is the foundation of most local networks, and it is vital for network technicians and administrators to have a sound understanding of how it operates.

Lesson 3: Installing and Configuring Switched Networks

Concepts such as network topologies and collision and broadcast domains are realized by network appliances such as hubs, bridges, and switches. Installing, configuring, and troubleshooting these devices will be a regular task for you during your career in network administration.

Lesson 4: Configuring IP Networks

In this lesson, you will identify the addressing and data delivery methods of the Internet Protocol (IP). IP is at the heart of most modern networks, and consequently one of the most important topic areas for a network professional to master. This lesson will cover the basic format of IPv4 addresses and how they are used to identify networks and hosts. The lesson will also cover IPv6 and methods of assigning an IP address to hosts automatically.

Lesson 5: Installing and Configuring Routed Networks

In the previous lesson, you learned how the TCP/IP protocol suite uses IP addressing on networks to enable communication. To facilitate communication across internetworks, including the Internet, you will need to use routers and routing techniques. It is not enough to just know how millions of networks across the globe connect to form an internetwork. You should also know how these interconnected networks talk to each other and share data. Because routers are the workhorses of all internetworks, you will need to understand routing basics no matter what kind of network you support.

Lesson 6: Configuring and Monitoring Ports and Protocols

Layers 1 through 3 of the OSI model are concerned with addressing and packet forwarding and delivery. This basic connectivity is established for the purpose of transporting application data. In this lesson, you will start to look at layer 4 and higher to describe the transport and name resolution services that network applications depend upon.

Lesson 7: Explaining Network Application and Storage Issues

You have identified the Physical, Data Link, Network, and Transport layer technologies and protocols that underpin basic connectivity. The TCP/IP protocol suite also includes application protocols that implement network services. The delivery of these services can be supported by technologies such as load balancing, virtualization, and storage networks. In this lesson, you will identify common network applications and service platforms.

Lesson 8: Monitoring and Troubleshooting Networks

So far in this course, you have learned about all the different components, technologies, and protocols that go towards building network connectivity and services. In this lesson, you will investigate some tools and management methods that will help you determine your network's baseline, optimize your network's performance, and troubleshoot connectivity issues.

Lesson 9: Explaining Networking Attacks and Mitigations

You have identified the basic components and concepts for implementing a network, but a network implementation is not complete without security mechanisms. In this lesson, you will describe basic concepts related to network security. As a networking professional, it is part of your responsibility to understand these fundamental concepts so that you can ensure appropriate security levels in your organization.

Lesson 10: Installing and Configuring Security Devices Readings and Resources

Segmentation is a useful security technique, but many other technologies and controls are required to fully protect a network. Each day, the number and complexity of threats against network security increases. In response to these threats, there are more and more security tools and techniques available to increase network security. Because you are a networking professional, your organization and users will be looking to you to deploy these security appliances, without compromising network performance.

Lesson 11: Explaining Authentication and Access Controls

Each network user and host device must be identified and categorized in certain ways so that you can control their access to your organization's applications, data, and services. In this lesson, you'll explain authentication and authorization solutions to foster a strong access management program.

Lesson 12: Deploying and Troubleshooting Cabling Solutions

Bounded network media comes in different types that you can select to best suit the needs of your network. You are likely to work with bounded media daily as part of your duties as a network professional. Understanding the characteristics of bounded media will enable you to properly install and service your networks.

Lesson 13: Implementing and Troubleshooting Wireless Technologies

In the previous lesson, you identified bounded network media. With more and more wireless network implementations, you will need different types of media to meet the needs of users with wireless devices. In this lesson, you will identify unbounded network media. Unbounded media technologies have two distinct advantages for businesses over bounded media: first, they are generally easier to install and configure; and second, they afford clients a lot of mobility. They are usually not as secure as bounded media, as the signals are subject to interception. Wireless technology implementations offer various advantages, but you need to understand their limitations to compensate for their disadvantages in your network environments.

Lesson 14: Comparing and Contrasting WAN Technologies

In previous lessons, you identified common components of a local area network (LAN) implementation. There are other technologies that can be implemented on a wide area network (WAN). In this lesson, you will identify the components of a WAN implementation. Many local networks have a wide area connection to a distant network. Moreover, virtually every network connects in one way or another to the biggest WAN of them all, the Internet. As a networking professional, you will need to understand the infrastructure of these WAN connections so that you can ensure connectivity in the networks that you support.

Lesson 15: Using Remote Access Methods

So far in this course, you have described technologies for implementing local networks where users have a device with a direct connection to the network. You have also seen that WAN technologies allow remote networks to be interconnected. This allows enterprise networks to communicate across multiple sites and for employees to access an enterprise LAN from their home network or while travelling. A further use case for remote networking is for technicians to access the management interfaces of switches, routers, and other hosts over a network rather than via a local console. In this lesson, you will identify the components of remote access network implementations.

Lesson 16: Identifying Site Policies and Best Practices

The cabling, switches, routers, security appliances, servers, and clients that make up a local network must all be located within a site. Managing a site so that the network is robust and efficient involves drafting and following policies and best practices, supported by documentation. This might seem less immediately rewarding than getting a new application or server up-and-running, but these kinds of operational procedures are just as important to well-managed networks.

CompTIA Security+ SY0-601 Curriculum:

Lesson 1: Comparing Security Roles and Security Controls

Security is an ongoing process that includes assessing requirements, setting up organizational security systems, hardening them, monitoring them, responding to attacks in progress, and deterring attackers. As a security professional, it is important that you understand how the security function is implemented as departments or units and professional roles within different types of organizations. You must also be able to explain the importance of compliance factors and best practice frameworks in driving the selection of security controls.

Lesson 2: Explaining Threat Actors and Threat Intelligence

To make an effective security assessment, you must be able to explain strategies for both defense and attack. Your responsibilities are likely to lie principally in defending assets, but to do this you must be able to explain the tactics, techniques, and procedures of threat actors. You must also be able to differentiate the types and capabilities of threat actors. As the threat landscape is continually evolving, you must also be able to identify reliable sources of threat intelligence and research.

Lesson 3: Performing Security Assessments

Security assessment refers to processes and tools that evaluate the attack surface. With knowledge of adversary tactics and capabilities, you can assess whether points on the attack surface are potentially vulnerable attack vectors. The output of assessment is recommendations for deploying, enhancing, or reconfiguring security controls to mitigate the risk that vulnerabilities are exploitable by threat actors. 

Lesson 4: Identifying Social Engineering and Malware

It is not sufficient for security assessments to focus solely on software vulnerabilities and configuration errors. As well as these hardware and software systems, the attack surface contains a company's employees and the degree to which they can be exploited to gain unauthorized access or privileges. Threat actors use social engineering techniques to elicit information, obtain access to premises, and to trick users into running malicious code. You must understand these attacks and train your colleagues and customers with the ability to detect and report them. As well as being able to explain these techniques, you must be able to describe the indicators associated with different types of malware and analyze your systems for possible infections.

Lesson 5: Summarizing Basic Cryptographic Concepts

Assess and monitor activities (utilizing threat intelligence) to identify potential attack vectors and detect malicious activity. The protect cybersecurity function aims to build secure IT processing systems that exhibit the attributes of confidentiality, integrity, and availability. Many of these secure systems depend wholly or in part on cryptography.

A cryptographic system encodes data in such a way that only authorized persons can decode it. Cryptography is the basis for many of the security systems you will be implementing and configuring. As an information security professional, you must have a good understanding of the concepts underpinning cryptographic algorithms and their implementation in secure protocols and services. All security personnel must be able to contrast the different types of cryptographic ciphers, understand how they can be used to apply data confidentiality, integrity, and availability, and describe the weaknesses they may exhibit. A secure technical understanding of the subject will enable you to explain the importance of cryptographic systems and to select appropriate technologies to meet a given security goal.

Lesson 6: Implementing Public Key Infrastructure

Digital certificates and public key infrastructure (PKI) are critical services used to manage identification, authentication, and data confidentiality across most private and public networks. It is important that you understand the types of certificate that can be issued and are able to apply effective management principles when configuring and supporting these systems.

Lesson 7: Implementing Authentication Controls

Each network user and host device must be identified with an account so that you can control their access to your organization's applications, data, and services. The processes that support this requirement are referred to as identity and access management (IAM). Within IAM, authentication technologies ensure that only valid subjects (users or devices) can operate an account. Authentication requires the account holder to submit credentials that should only be known or held by them in order to access the account. There are many authentication technologies and it is imperative that you be able to compare and contrast and to implement these security controls.

Lesson 8: Implementing Identity and Account Management Controls

As well as ensuring that only valid users and devices connect to managed networks and devices, you must ensure that these subjects are authorized with only necessary permissions and privileges to access and change resources. These tasks are complicated by the need to manage identities across on-premises networks and cloud services. Also, account security depends on effective organizational policies for personnel and security training. You will often be involved in shaping and updating these policies in line with best practice, as well as delivering security awareness education and training programs.

Lesson 9: Implementing Secure Network Designs

Managing user authentication and authorization is only one part of building secure information technology services. The network infrastructure must also be designed to run services with the properties of confidentiality, integrity, and availability. While design might not be a direct responsibility for you at this stage in your career, you should understand the factors that underpin design decisions, and be able to implement a design by deploying routers, switches, access points, and load balancers in secure configurations.

Lesson 10: Implementing Network Security Appliances

In addition to the secure switching and routing appliances and protocols used to implement network connectivity, the network infrastructure design must also include security appliances to ensure confidentiality, integrity, and availability of services and data. You should be able to distinguish the features of security and monitoring devices and software and deploy these devices to appropriate locations in the network.

Lesson 11: Implementing Secure Network Protocols

When hosts join a network, they need to be configured with the appropriate settings for that network. The services that provide these settings, such as DHCP and DNS, must be deployed securely. When hosts access data using server applications, such as web/HTTP, email, and VoIP, the communications between clients and servers must be managed using secure versions of the application protocols. You will also need to configure secure protocols that allow users to access networks, host desktops, and appliance configuration interfaces remotely. 

Lesson 12: Implementing Host Security Solutions

Effective network architecture design, protocol configuration, and the use of appliances such as firewalls and intrusion detection help to provide a secure network environment, but we also need to consider the security systems configured on network hosts as well. Security procedures and solutions are complicated by the range of different types of hosts that networks must support, from PCs and laptops to smartphones and embedded controllers.

Lesson 13: Implementing Secure Mobile Solutions

Mobile devices are now the preferred client for many common work tasks, and network management and security systems have had to adapt to accommodate them. The shift toward mobile also presages a move toward unified management of endpoints, and the use of virtualized workspaces as a better model for provisioning corporate apps and data processing. 

Lesson 14: Summarizing Secure Application Concepts

Automation strategies for resiliency, disaster recovery, and incident response put development (programming and scripting) at the heart of secure network administration and operations (DevSecOps). As well as automating operations, more companies are having to maintain bespoke code in customer-facing software, such as web applications. Consequently, secure application development is a competency that will only grow in importance over the course of your career.

Lesson 15: Implementing Secure Cloud Solutions

The main idea behind cloud computing is that you can access and manage your data and applications from any host, anywhere in the world, while the storage method and location are hidden or abstracted through virtualization. Cloud applications—whether accessed as public services or provisioned over private virtualization infrastructure—are rapidly overtaking on-premises service delivery models. Security in and of the cloud considerations will form an increasingly important part of your career as a security professional. 

Lesson 16: Explaining Data Privacy and Protection Concepts

If people are an organization's most important asset, then data comes a close second. The rapid adoption of cybersecurity awareness and technologies has come about because of the huge reputational and financial costs of high-profile data and privacy breaches. It is usually data that the threat actors want, and data that the whole system is set up to protect.

The confidentiality, integrity, and availability security attributes of data processing and storage are ensured through a mixture of managerial, operational, and technical controls. Along with security, you should also be able to assess privacy factors when collecting and storing data, and identify how processes must be shaped by legislative and regulatory compliance.

Lesson 17: Performing Incident Response

From a day-to-day perspective, incident response means investigating the alerts produced by monitoring systems and issues reported by users. This activity is guided by policies and procedures and assisted by various technical controls.

Incident response is a critical security function and very large part of your work as a security professional will be taken up with it. You must be able to summarize the phases of incident handling, utilize appropriate data sources to assist an investigation, and apply mitigation techniques to secure the environment after an event.

Lesson 18: Explaining Digital Forensics

Where incident response emphasizes the swift eradication of malicious activity, digital forensics requires patient capture, preservation, and analysis of evidence using verifiable methods. You may be called on to assist with an investigation into the details of a security incident and to identify threat actors. To assist these investigations, you must be able to summarize the basic concepts of collecting and processing forensic evidence that could be used in legal action or for strategic counterintelligence.

Lesson 19: Summarizing Risk Management Concepts

If a company operates with one or more vulnerable business processes, it could result in disclosure, modification, loss, destruction, or interruption of critical data or it could lead to loss of service to customers. Quite apart from immediate financial losses arising from such security incidents, either outcome will reduce a company's reputation. If a bank lost its trading floor link to its partners, even for an hour, since the organization's primary function (trading) would be impossible, huge losses may result. Consequently, when planning a network or other IT system, you must perform risk management to assess threats and vulnerabilities.

Analyzing risk plays a major role in ensuring a secure environment for an organization. By assessing and identifying specific risks that can cause damage to network components, hardware, and personnel, you can mitigate possible threats and establish the right corrective measures to avoid losses and liabilities.

Lesson 20: Implementing Cybersecurity Resilience

Cybersecurity resilience means that even successful intrusions by threat actors have limited impact on confidentiality, integrity, and availability. Provisioning redundancy in storage, power, and network systems, plus effective backup procedures, site resiliency, and effective procedures for change control and configuration management are crucial in maintaining high availability. 

Lesson 21: Explaining Physical Security

Risks from intrusion by social engineering, wireless backdoors, and data exfiltration by mobile devices all mean that physical security is a critical consideration for site design and operations. The premises in which networks are installed need to use access control mechanisms and be resilient to person-made and natural disasters, such as fire.

Customer Service Representative (CSR) Exam Prep Curriculum:
Lesson 1: What is Customer Service

In this lesson, we will define customer service and discuss its importance in an organization's success.  In addition, we will explore customer needs, the benefits gained through meeting those needs, and the role of the customer service representative in this process. We will also discuss the concept of social customers.

Lesson 2: The Global Customer

Best-in-class global service is all about delivering the right information in context to optimize business processes, applications, and activities that support service.  In this lesson, we will discuss ways that the CSR can best serve the global customer.

Lesson 3: Exceptional Customer Service

According to a study by RightNow Technologies, 73 percent of customers leave because of poor customer service. In this lesson, we will discuss ways that organizations can understand, meet, and exceed customer expectations through exceptional customer service.

Lesson 4: Customer Service Strategy

Most organizations are made of people and customers; therefore, having a strategy for delivering consistently excellent customer service is essential.  In this lesson we will discuss building a customer service strategy in a way that encourages quality service resulting in customer satisfaction.

Lesson 5: Critical Workplace Skills

Every organization has expectations of its employees.  In customer service, meeting these expectations is extremely important, as it affects the customers' experience and the health of the business.  In this lesson, we will discuss workplace skills that are critical in customer service.  In addition, we will discuss balancing those skills, setting realistic goals, and how to maximize those skills.

Lesson 6: Problem Solving

In this lesson, we will discuss the importance of the Customer Service Representative in problem solving, resolving conflict, and winning back business through excellent customer service.

Lesson 7: Extreme Customers and Customer Retention

Every business will encounter challenging situations and difficult customers from time to time.  In this lesson we will discuss approaches for handling challenges and dealing with difficult customers.

Lesson 8: Managing Customer Service

In this lesson, we will discuss effective approaches for managing customer services representatives, such as the provision of training, team-building, a positive environment, and clear expectations.

Lesson 9: Communication Essentials

In this lesson, we will explore communication styles, discuss the basics of written and verbal communication, and become familiar with the characteristics of effective communication.

Lesson 10: Customer-Focused Listening

In this lesson, we will discuss effective listening and listening habits along with roadblocks to effective communication.

Lesson 11: Nonverbal Communication, Dress, and Manners

In this lesson, we will focus on the use of Nonverbal Communication, Dress, and Manners in the best way during interactions with customers. Whether individuals are face-to-face or at a distance from each other, how either party respects and makes the other person feel can manifest in an exciting beginning or an unfortunate ending to a service relationship.

Lesson 12: Telephone and Digital Communication

In this lesson, we will discuss various forms of digital and telephone communication, including web chat, VoIP, telephone service, inbound customer service calls, and outbound telemarketing.

Workplace Essential Soft Skills Curriculum:
  • Appreciative Inquiry
  • Business Acumen
  • Business Ethics
  • Business Etiquette
  • Change Management
  • Civility In The Workplace
  • Conflict Resolution
  • Customer Service
  • Customer Support
  • Cyber Security
  • Delivering Constructive Criticism
  • Developing Corporate Behavior
  • Handling a Difficult Customer
  • Networking Outside the Company
  • Networking Within the Company
  • Risk Assessment and Management
  • Safety In The Workplace
  • Team Building For Managers
  • Teamwork And Team Building

All necessary course materials are included.

Certification(s):

This course bundle prepares a student to take the CompTIA ITF+ Fundamentals (ITF+) FC0-U61, A+ 1001, A+ 1002, Network+ N10-007, Security SY0-601, and HDI Customer Service Representative (HDI-CSR) national certification exams.

System Requirements:

Internet Connectivity Requirements:
  • Cable and DSL internet connections are recommended for the best experience.
Hardware Requirements:
  • CPU: 1 GHz or higher
  • RAM: 2 GB or higher
  • Resolution: 1280 x 720 or higher
  • Speakers / Headphones
  • Microphone (Webinar / Live Online sessions)
Operating System Requirements:
  • Microsoft Windows 7 or 10 (Home, Pro)
  • Mac OSX 10 or higher.
  • Latest Chrome OS
  • Latest Linux Distributions

NOTE: While we understand that our courses can be viewed on Android and iPhone devices, we do not recommend the use of these devices for our courses. The size of these devices do not provide a good learning environment for students taking online or live online based courses.

Web Browser Requirements:
  • Latest Google Chrome is recommended for the best experience.
  • Latest Mozilla FireFox
  • Latest Microsoft Edge
  • Latest Apple Safari
Basic Software Requirements (These are recommendations of software to use):
  • Office suite software (Microsoft Office, OpenOffice, or LibreOffice)
  • PDF reader program (Adobe Reader, FoxIt)
  • Courses may require other software that is denoted in the above course outline.


** The course outlines displayed on this website are subject to change at any time without prior notice. **