This description is badly out of date. It is currently being revised.

Internet and Technical Support Specialist

1. Technical Component
   • Introduction to PC's -1 week
   • Windows 98 (Basic) - 1 week
   • MS Word 2000, Excel - 1 week
   • Windows 98 (Advanced) -1 week
   • Introduction to the Internet and Networking -2 weeks
   • PC & Internet Troubleshooting -2 weeks
   • Customer Service Experience -1 week
   • Course Review -1 week
2. Customer Service / Convergys Career Component
   One day each week the clients will participate in workshops to develop confidence, career orientation and customer service skills.

Introduction to PC's

Introduction to:

• Mainframe Computers / Personal Computers / Laptops
• Hardware
• Components
• Software Components
• Operating Systems (DOS)

At the end of this module the client will be able to:

• Identify various types of computer systems
• Identify hardware components of a personal computer including various networking components
• Remove and install various hardware components
• Learn common computer terminology
• Identify computer boot (start up) procedure
• Identify BIOS / CMOS setup procedures
• Install an operating system through the floppy drive
• Introduction
• to operating systems (DOS) and terminology
• Describe and identify various peripherals
• Identify IPO (Input / Process / Output) process

Windows 98 (Basic)

• Working with the Desktop
• Accessing software resources
• Menus and Dialog Boxes
• Shortcuts
• File administration
• Using accessories
• Customizing the Desktop
• Installing software and hardware

At the end of this module the client will be able to:

• Identify key components of Windows 98 GUI
• Open/close and control the components of windows,
• Customize the desktop
• Transfer and copy files using methods such as drag and drop
• Access program menus and their properties
• Distinguish the various dialog boxes and understand their purpose
• Create, save, open and print different types of documents
• Use editing functions: cut, copy, paste, and clear
• Use WordPad, Notepad, Paint

Microsoft Word 2000

• Introduction to Word Processing
• Document Creation, Editing, Saving and Printing
• Microsoft Word Edit Menu
• Microsoft Word Format Menu
• Microsoft Word Tools Menu
• WordArt and ClipArt
• Using Microsoft's Wizard

At the end of this module the client will be able to:

• Create, move, open, save and edit a Word Document to disk & floppy disks
• Use keyboard keys and mouse to move around the document
• Cut, copy, and paste a block of text
• Use the undo or find command
• Change font type, style, size and color blocks of text
• Apply Bullets and Numbering
• Use the Spelling, Thesaurus, Grammar and Word Count options
• Create, manipulate WordArt and ClipArt objects
• Preview and send documents to the printer
• Create Fax covers, Letters, Memos using the Wizards
• Use the Resume Wizard to create a resume
• Back to top

Microsoft Excel

• Introduction to spreadsheets
• Microsoft Excel tools menu
• Spreadsheet creation, editing, saving and printing
• Microsoft Excel edit & format menu
• Using Microsoft Wizards

At the end of this module the client will be able to:

• Create, open, save and edit an Excel spreadsheet to disk and floppy disks
• Use keyboard keys and mouse to move around the document
• Cut, copy and paste a block of the spreadsheet
• Use the undo or find command
• Preview and send documents to the printer
• Sort and arrange data on a spreadsheet
• Create and use macros
• Create and insert charts within spreadsheets
• Use keyboard keys and mouse to move around the document
• Use the undo or find command
• Preview and send documents to the printer
• Sort and arrange data in databases
• Use the query, form and report functions

Windows 98 (Advanced)

• Install and configure modems
• Install and configure network cards
• Identify control panel items
• Identify types of Networks
• Identify Dial-up Adapter & Protocols
• File and Print sharing
• Identify IP Addresses
• Working with Outlook Express
• Driver Installation
• Boot disks
• Connecting to Internet

At the end of this module the client will be able to:

• Install / Configure / Test an internal or external modem
• Install and configure a network interface card
• Make a bootable disk
• Install hardware drivers
• Make an Internet connection
• Configure and use Microsoft Outlook and Outlook Express
• Accomplish advanced Windows 98 setup tasks

Introduction to the Internet and Networking

Introduction to:

• World Wide Web
• Networks
• Internet Connections
• E-mail Essentials
• Microsoft's Outlook

At the end of this module the client will be able to:

• Define Acronyms like IP, DNA, URL, LAN, WAN, WWW, NIC, HTML,STMP, POP3, IMAP
• Distinguish the difference between Web servers/Web clients/Web browser
• Describe their function and differences of Twisted-pair/Coaxial cable/Fiber-optic cable
• Name all the components one would need to get on the Internet
• Internet Setup/Configure
• Use and Identify Microsoft Outlook Components
• Enter and display scheduled appointments and events in Outlook
• Sending and Receiving E-mail
• Attach files to an E-mail
• Prepare groups in Outlook
• Main Elements of a Web Browser
• Netscape/Internet Explorer
• Searching the Web
• Downloading Web Resources

At the end of this module the client will be able to:

• Use and modify a Browser
• Homepage and Bookmarks
• Identify the components that make up a browser
• Define search engines and the term
• Search for any topic or Internet site
• Use Wildcard Characters and Search Filters
• Download/Upload to and from the Internet using the FTP protocol
• Practice proper Internet etiquette
• Back to top

Troubleshooting and Internet Troubleshooting

• Performing Visual Inspections
• Error codes
• Operating systems troubleshooting
• DOS Editor
• MS-DOS disk structure
• Memory
• Input/Output Devices
• Modems
• HDD Utilities
• Software Diagnostics/Hardware Troubleshooting

At the end of this module the client will be able to:

• Determine hardware / software / configuration problems
• Troubleshoot FRU's (Field Replaceable Units)
• Post test and initialization
• Perform step by step (safe mode) boot-up procedures
• Install and use the DOS Editor
• Troubleshoot modems

Customer Service Training

Communication techniques:

• Developing listening skills
• Controlling the conversation
• Controlling your voice and attitude
• Projecting confidence and skill
• Communicating clearly and understandably
• Step by step technical communication technique

Simulated help calls using TAPP experience:

• Diagnosing the problem
• Following troubleshooting outlines
• Maintaining professionalism
• Leaving a positive impression

TAPP Placement:

• Responding to access center help calls
• Diagnosing computer/Internet problems (hands on and hands off machines)

Course Review

• A total recap of all previous modules
• Identify any problem areas or concerns
• Review all previous tests
• Complete any previous assignments
• Convergys interview preparation
• Job resume reviews
• Resume cover letter preparation
• Compilation of study materials