Customer Service Excellence
Introduction to Course and Customer Service Welcome and introductions Course objectives and road map Discussion: What is customer service Introduction to Customer Service Developing a customer-centric mindset Focusing on serving customers Who are your customers? Internal and external When and where does CS take place? The need for CS: Rewards and penalties Group Exercise: Are…
Think Smart: Unleash Your Hidden Creativity!
Introduction to Course and Creativity Course objectives and road map Are we inherently creative? Participant introductions and inventions Tapping into Our Natural Creativity Right brain vs. left brain: What’s the difference? Exercise: Unleashing creativity Video: The New Business of Paradigms Exercise: What is impossible to do today…? Creativity as a Tool To Develop Innovative Ideas…
TCP/IPv6
Introduction and TCP/IP Review Identify TCP/IP architectural components Identify TCP/IP protocols Configure IPv4 addresses Manual address configuration Dynamic address configuration Configure subnetting Describe the purpose and use of Dynamic Host Configuration Protocol (DHCP) TCP/IP Management Domain name requirements Name servers DNS zones Routing fundamentals Routing protocols Management tools IPv6 Overview Shortcomings of IPv4 Extending IPv4…
TCP/IP & Mobile IP
Part I: TCP/IP Introduction and Overview Introducing TCP/IP networks What TCP/IP provides: key application services and capabilities TCP/IP and the Internet How Internet RFCs and STDs affect TCP/IP Introducing TCP/IP protocol architecture Protocol layering concepts TCP/IP layering Components of TCP/IP networks The Internet Protocol (IP) Internet layer functions Fundamental internetworking concepts Connecting networks…
IP Security v3
Introduction The Need for IPSec IPSec Alternatives IPSec Timeline: v1->v2->v3 IPSec IPSec v2 IPsec v3 IPSec RFC Overview RFC 4301 Security Architecture for the Internet Protocol RFC 4302 IP Authentication Header RFC 4303 IP Encapsulating Security Payload RFC 4304 Extended Sequence Number Addendum RFC 4307 Cryptographic Algorithms for IKEv2 RFC 4308 Cryptographic Suites for IPSec…
Cost Reduction
Day One of the Course Introduction and Program Overview Optimizing Labor Costs Defining Headcount and Controlling Staff Growth Developing and Implementing Time Standards Measuring and Using Efficiency Assessing Machine Utilization Controlling Overtime Making Multiple Shifts Productive Finding and Reducing Lost Time Using the Learning Curve to Drive Costs Down Risks and Risk Reduction Strategies…
Convergence+
Voice Transmission Fundamentals Development of Telephone Communications Elements of the Public Switched Telephone Network (PSTN) Voice Transmission Fundamentals Telephone Network and Subscriber Signaling Network Signaling Subscriber Signaling Supervisory Signaling Tones and Announcements Special Information Tones Ringing PBX Call Control Voice Transmission Systems Voice Systems: Legacy, Hybrid, and VoIP Prioritization of Voice Traffic Trunking Requirements Traffic…
IP Security v2
Course Intro Overview ClearSight Analyzer Logistics and Labs Introductions IPSec v2 Overview RFC 2401 and 2412 Security and the OSI Model Crypto Building Blocks Crypto Concepts Keys and Key Management Public/private Key Infrastructure Key Recovery Tunnels and L2TPv3 Virtual Private Networks (VPNs) IPSec Architectural Model L2TPv3 Lab: View setup of an L2TPv3 tunnel and logical…
IP, Location & Geo-location for Public Safety
Introduction Law Enforcement Applications LoJack for Laptops Asset/Weapon/Vehicle Tracking CALEA Legal/Regulatory/Policy Intelligence Applications Target Location Intelligence Gathering Geo-Correlation Threat Assessment and Patterns Legal/Regulatory/Policy Public Safety/911 Applications Emergency Caller Location Telemetry/Automatic Crash Notification Dispatch/Responder Location Federal Communications Commission Wireless E-911 Location Accuracy VoIP E-911 Location Accuracy Technologies Web Apps and Mashups Yahoo Maps Google Earth Microsoft…
Controlling Change to Scope & Requirements
Introduction The nature of project change Definition of change control Three primary change control strategies How change control supports successful delivery How change control protects post-project Business Value Other benefits of controlling change Minimizing the Need for Change Initiation Phase How the Project Charter sets the stage for change control Defining business value and project…