Information Technology CSR Specialist

Hours: 922 / Access Length: 2 Years / Delivery: Online, Mentor Supported
Retail Price: $10,024.00

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) and CompTIA A+ Core 2 (220-1102) courses, you will be able to:

• Install, configure, and troubleshoot PC motherboards, system components, and peripheral devices.
• Compare networking hardware types and configure local addressing and Internet connections.
• Summarize uses for network services, virtualization, and cloud computing.
• Support the use of mobile devices and print devices.
• Configure and troubleshoot the Windows operating system.
• Support the Linux and macOS operating systems.
• Configure SOHO network security and manage PC security settings.
• Support the use of mobile apps.
• Use remote support and scripting tools.
• Implement operational procedures.

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

• Compare OSI model network functions.
• Deploy ethernet cabling.
• Deploy ethernet switching.
• Troubleshoot ethernet networks.
• Explain IPv4 addressing.
• Support IPv4 and IPv6 networks.
• Configure and troubleshooting routers.
• Explain network topologies and types.
• Explain transport layer protocols.
• Explain network services.
• Explain network applications.
• Ensure network availability.
• Explain common security concepts.
• Support and troubleshooting secure networks.
• Deploy and troubleshooting wireless networks.
• Compare WAN links and remote access methods.
• Explain organizational and physical security concepts.
• Explain disaster recovery and high availability concepts.
• Apply network hardening techniques.
• Summarize cloud and datacenter architecture.

On completion of the CompTIA Security+ (SY0-701), you will be able to:

• Summarize fundamental security concepts.
• Compare threat types.
• Explain appropriate cryptographic solutions.
• Implement identity and access management.
• Secure enterprise network architecture.
• Secure cloud network architecture.
• Explain resiliency and site security concepts.
• Explain vulnerability management.
• Evaluate network security capabilities.
• Assess endpoint security capabilities.
• Enhance application security capabilities.
• Explain incident response and monitoring concepts.
• Analyze indicators of malicious activity.
• Summarize security governance concepts.
• Explain risk management processes.
• Summarize data protection and compliance concepts.

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+ 1101, A+ 1102, Network+ N10-008, Security SY0-701, 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+ 220-1101 Curriculum:

Lesson 1: Installing Motherboards and Connectors

One of the main roles for a CompTIA A+ technician is to install and configure personal computer (PC) hardware. This hands-on part of the job is what draws many people to a career in information technology (IT) support. As an IT professional, you will set up desktop computers and help end users to select a system configuration and peripheral devices that are appropriate to their work. You will often have to connect peripheral devices using the correct cables and connectors and install plug-in adapter cards.

To complete these tasks, you must understand how the peripheral devices and internal PC components are connected via the motherboard. As you may encounter many different environments in your work, you must also be able to distinguish and support both modern and legacy connection interfaces.

Lesson 2: Installing System Devices

The market for the system components of a personal computer is a complex one. Processors, memory modules, disk drives, and power supplies are advertised with a bewildering range of technology improvements and performance differentiators. As a CompTIA A+ technician, you need to interpret these performance characteristics and understand how processing, storage, and power components contribute to a PC specification that is appropriate for a given usage scenario. You must be able to resolve compatibility issues and be confident about the manual installation and removal procedures for these often expensive and delicate devices.

Lesson 3: Troubleshooting PC Hardware

Troubleshooting is a core competency for the role of CompTIA A+ service technician. Whether it is trying to identify a fault in a new build system or assisting a user with a computer that has just stopped working, you will typically be required to demonstrate your troubleshooting skills on each and every day of your job. To become an effective troubleshooter, you need a wide range of knowledge, the ability to pay attention to details, and the readiness to be open and flexible in your approach to diagnosing issues. It is also important to learn and apply best practices and a structured methodology to give yourself the best chance of success when diagnosing complex troubleshooting scenarios.

Lesson 4: Comparing Local Networking Hardware

Network support is a great competency for IT technicians at all levels to possess. In today's environment, standalone computing is a rarity. Just about every digital device on the planet today is connected to external resources via a network, whether it is a small office/home office (SOHO) network, a corporate WAN, or to the Internet directly. The ability to connect, share, and communicate using a network is crucial for running a business and staying connected to everything in the world. As a CompTIA® A+® support technician, if you understand the technologies that underlie both local and global network communications, you can play an important role in ensuring that the organization you support stays connected.

Lesson 5: Configuring Network Addressing and Internet Connections

Network cabling, wireless radios, and devices such as switches and APs are used to implement local networks at the hardware level. A local-only network has limited uses, however. The full functionality of networking is only realized when local networks join wide area networks, such as the Internet. This requires modem devices and radio antennas that can communicate over the cabling and wireless media types used by Internet service providers (ISPs). It also requires technologies that can identify each network and forward data between them. This network addressing and forwarding function is performed by router devices and the Internet Protocol (IP).

Lesson 6: Supporting Network Services

IP, TCP/UDP, DHCP, and DNS establish the basic addressing and forwarding functions necessary to implement network connectivity. Network applications use these underlying network and transport functions to run user-level services, such as web browsing or file sharing. In this topic, you will learn to summarize the server roles that are used to implement network applications.

Lesson 7: Summarizing Virtualization and Cloud Concepts

Virtualization is also the technology underpinning cloud computing. Cloud is one of the most dominant trends in networking and service provision. Many organizations are outsourcing parts of their IT infrastructure, platforms, storage, or services to cloud solutions providers. Virtualization is at the core of cloud service provider networks. If you can compare and contrast the delivery and service models for cloud, your customers will benefit from your advice and support when deploying cloud resources.

Lesson 8: Supporting Mobile Devices

This lesson focuses on mobile devices and how they differ from desktop systems in terms of features, upgrade/repair procedures, and troubleshooting. As a certified CompTIA® A+® technician, you will be expected to configure, maintain, and troubleshoot laptops, smartphones, and tablets. 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 9: Supporting 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 strong. As a CompTIA® A+® certified professional, you will often be called upon to set up, configure, and troubleshoot print and scan devices. Having a working knowledge of the many printer technologies and components will help you to support users' needs in any technical environment.

CompTIA A+ 220-1102 Curriculum:

Lesson 1: Configuring Windows

The operating system (OS) is the software that provides a user interface to the computer hardware and provides an environment in which to run software applications and create computer networks. As a professional IT support representative or PC service technician, your job will include installing, configuring, maintaining, and troubleshooting personal computer (PC) operating systems.

Lesson 2: Managing Windows

Settings and Control Panel are focused on managing configuration settings for a single computer. In an enterprise environment, configuration and monitoring of hundreds or thousands of desktops require more advanced tools. For example, very commonly, configuration can be achieved more quickly and reliably using command-line tools. In this lesson, you will learn about the appropriate use of advanced interfaces and tools to manage Windows 10 and Windows 11 systems.

Lesson 3: Identifying OS Types and Features

While the early lessons in this course have focused on Windows 10, there is a much wider range of operating systems available. Even with Windows, there are various editions to target different market sectors. There are also operating systems designed to support specific hardware types, such as mobile devices. Being able to compare and contrast OS types, versions, and editions will prepare you to support users in a variety of different environments.

Lesson 4: Supporting Windows

To support an OS, you must be able to plan the deployment of software, train and assist users, and troubleshoot problems. As well as technical challenges, there are operational and business factors to consider when installing operating systems and third-party software. Troubleshooting requires knowledge of common symptoms and probable causes in addition to being able to use tools to recover a system or data files.

Lesson 5: Managing Windows Networking

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 must 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: Managing Linux and macOS

The various operating systems you might encounter use different interfaces and command syntax, but the functionality of those tools is common across all types of systems. You will need to configure disks and file systems, user accounts, network settings, and software applications.

Lesson 7: Configuring SOHO Network Security

By identifying security threats and vulnerabilities, as well as some of the controls that can counteract them, you can help keep your organization's computing resources safe from unauthorized access. In this lesson, you will identify security threats and vulnerabilities, plus some of the logical and physical controls used to mitigate them on SOHO networks.

Lesson 8: Managing Security Settings

Firewalls provide a security border around a network, but this secure border is not sufficient to protect against insider threat, advanced malware, or sophisticated threat-actor tactics and techniques. Most organizations deploy defense in depth controls to ensure that each endpoint—computer, laptop, smartphone, or tablet—is deployed in a hardened configuration in terms of both the OS and the web browser software.

Lesson 9: Supporting Mobile Software

Mobile devices have largely replaced computers as contact-manager and web-browsing tools, and there is little choice but for an enterprise network to support their use. The huge variety of device types and mobile OS types and versions makes managing their use a complex task, however.

Lesson 10: Using Support and Scripting Tools

As a CompTIA A+ technician, you will usually perform support tasks within the context of a company's operational procedures. These procedures include ways of using remote access to handle problems more efficiently, coping with disasters so that data loss and system downtime is minimized, identifying regulated data and content, planning for security incident response, and potentially using scripting to ensure standardized configuration changes.

Lesson 11: Implementing Operational Procedures

Companies also need ticketing systems, asset documentation, and change-management procedures to enforce configuration management. They need safe working practices and to ensure the physical environment does not present any health hazards or risks to electronic devices. Additionally, they need to ensure that technicians and agents represent the company professionally in all customer contact and support situations.

CompTIA Network+ N10-008 Curriculum:

Lesson 1: Comparing OSI Model Network Functions

Computer networks are complex systems that incorporate multiple functions, standards, and proprietary technologies. The Open Systems Interconnection (OSI) model is used to try to simplify some of this complexity. It divides network technologies between seven functional layers. This makes it easier to separate and focus on individual concepts and technologies while retaining an understanding of relationships to the functions of technologies placed in other layers.

This lesson uses the OSI model to give you an overview of the technologies that you will be studying in the rest of the course. You will compare the functions of these layers in the OSI model and apply those concepts to the installation and configuration of a small office/home office networl.

Lesson 2: Deploying Ethernet Cabling

In this topic, you will summarize standards for deploying Ethernet over copper and fiber optic media types and identify the tools and techniques required to deploy Ethernet cabling.

Lesson 3: Deploying Ethernet Switching

Cabling establishes the links between nodes on the network, but each node also requires a network interface. Not many networks are established by directly connecting each end system to every other local system. Cabling and support costs are reduced by using intermediate systems to establish local networks. These intermediate systems are deployed as network appliances such as hubs, bridges, and switches. Installing and configuring, these devices will be a regular task for you during your career in network administration.

Lesson 4: Troubleshooting Ethernet Networks

In this lesson you will explain the steps in CompTIA's Network+ troubleshooting methodology and apply these steps to solving common cable and connectivity issues.

Lesson 5: Explaining IPv4 Addressing

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 understand and apply.

Lesson 6: Supporting IPv4 and IPv6 Networks

This lesson also introduces IPv6 addressing concepts and highlights some key differences between IPv6 and IPv4.

Lesson 7: Configuring and Troubleshooting Routers

Routers work at layer 3 to aggregate information about neighboring networks and forward packets along an appropriate path to their final destination. While configuring routing infrastructure is often a senior job role, you should understand basic concepts and be able to apply them to solve common issues.

Lesson 8: Explaining Network Topologies and Types

The cabling, switching, and routing functions of the first three layers in the OSI model can be deployed in many ways to implement networks of varying sizes and with different purposes. Being able to summarize these network types and topologies and the different network appliance models that support them will help you to build networks that meet customer goals for performance and security.

Lesson 9: Explaining Transport Layer 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 learn to describe how protocols at layer 4 provision the transport services that network applications depend upon.

Lesson 10: Explaining Network Services

This lesson focuses on application protocols that perform low-level network operations tasks, such as providing dynamic address or name resolution services. You should understand the functions of the network services protocols and the ports that they rely upon to operate.

Lesson 11: Explaining Network Applications

Where DHCP and DNS support basic network operations, other application protocols provide platforms for user-level services, such as websites, databases, file/printer sharing, email, and voice/video calling. You must be able to identify the ports used by these services and their performance and security requirements so that you can assist with product deployments and upgrades and perform basic troubleshooting.

Lesson 12: Ensuring Network Availability

In this lesson, you will investigate some tools and management methods that will help you determine your network's baseline and optimize your network's performance.

Lesson 13: Explaining Common Security Concepts

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 support network security controls.

Lesson 14: Supporting and Troubleshooting Secure Networks

Each day, the number and complexity of threats against systems integrity and data security increases. In response, there are more and more security controls available to automate the detection and prevention of these threats. Because you are a networking professional, your organization and users will be looking to you to deploy these security appliances, without compromising network availability and performance.

Lesson 15: Deploying and Troubleshooting Wireless Networks

Unbounded or wireless media technologies have distinct advantages for businesses over bounded media. They can be easier to install to existing premises and they support the device mobility that users require from laptop or smartphone-based access to networks. Wireless technology implementations offer various advantages, but you need to understand their limitations and security issues to support them properly in your network environments.

Lesson 16: Comparing WAN Links and Remote Access Methods

In this lesson, you will identify the characteristics of WAN service provider offers and components of remote access network implementations.

Lesson 17: Explaining Organizational and Physical Security Concepts

Managing a site so that the network is highly available and secure involves creating 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.

Lesson 18: Explaining Disaster Recovery and High Availability Concepts

Even with effective management procedures and premises security controls, disasters can overwhelm a site and threaten the core functions that a business must perform. Planning for disasters and designing systems for high availability is critical to supporting these mission essential functions. As an entry-level technician or administrator, you should be able to explain the importance of these concepts and identify the tools and techniques used to implement them.

Lesson 19: Applying Network Hardening Techniques

There are many ways in which networks can be attacked and just as many ways for making networks more secure. You will need a basic understanding of the security risks, and security methods and tools, in order to protect your network. In this lesson, you will learn to compare and contrast common types of attacks and to apply network hardening techniques.

Lesson 20: Summarizing Cloud and Datacenter Architecture

This lesson completes the Network+ course by summarizing the software-driven virtualization, automation, and orchestration functionality that underpins cloud services.

CompTIA Security+ SY0-701 Curriculum:

Lesson 1: Summarize Fundamental Security Concepts

Security is an ongoing process that includes assessing requirements, setting up organizational security systems, hardening and monitoring those systems, responding to attacks in progress, and deterring attackers. If you can summarize the fundamental concepts that underpin security functions, you can contribute more effectively to a security team. You must also be able to explain the importance of compliance factors and best practice frameworks in driving the selection of security controls and how departments, units, and professional roles within different types of organizations implement the security function.

Lesson 2: Compare Threat Types

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 and the ways they can exploit the attack surface that your networks and systems expose.

Lesson 3: Explain Cryptographic Solutions

The protect cybersecurity function aims to build secure IT processing systems that exhibit the attributes of confidentiality, integrity, and availability. Many of these systems depend wholly or in part on cryptography. As an information security professional, you must understand the concepts underpinning cryptographic algorithms and their implementation in secure protocols and services. A s trong 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 4: Implement Identity and Access Management

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 implement and maintain these security controls.

Lesson 5: Secure Enterprise Network Architecture

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, so that you can assist with analysis and planning.

Lesson 6: Secure Cloud Network Architecture

Cloud network architecture encompasses a range of concepts and technologies designed to ensure the confidentiality, integrity, and availability of data and applications within cloud-based environments. Cloud architecture and modern software deployment practices enable seamless integration, management, and optimization of resources within cloud-based environments. Key features include on-demand provisioning, elasticity, and scalability, which allow rapid deployment and dynamic adjustments to computing, storage, and network resources as required.

Lesson 7: Explain Resiliency and Site Security Concepts

Security architecture resilience refers to the design and implementation of systems and networks in a way that allows them to withstand and recover quickly from disruptions or attacks. This includes redundancy, fail-safe mechanisms, and robust incident response plans. By building resilience into the security architecture, cybersecurity teams ensure that even if a breach occurs, the impact is minimized, and normal operations can be restored quickly. Physical security protects personnel, hardware, software, networks, and data from physical actions and events that could cause severe damage or loss to an organization. This includes controls like access badges, CCTV systems, and locks, as well as sensors for intrusion detection. Physical security is a critical aspect of cybersecurity, as a breach in physical security can lead to direct access to systems and data, bypassing other cybersecurity measures.

Lesson 8: Explain Vulnerability Management

Vulnerability management is critical to any organization's cybersecurity strategy, encompassing identifying, evaluating, treating, and reporting security vulnerabilities in operating systems, applications, and other components of an organization's IT operations. Vulnerability management may involve patching outdated systems, hardening configurations, or upgrading to more secure versions of operating systems. For applications, it might include code reviews, security testing, and updating third-party libraries.

Lesson 9: Evaluate Network Security Capabilities

Secure baselines, hardening, wireless security, and network access control are fundamental concepts in cybersecurity. Secure baselines establish a set of standardized security configurations for different types of IT assets, such as operating systems, networks, and applications. These baselines represent a starting point for security measures, offering a defined minimum level of security that all systems must meet. Hardening is the process of reducing system vulnerabilities to make IT resources more resilient to attacks. It involves disabling unnecessary services, configuring appropriate permissions, applying patches and updates, and ensuring adherence to secure configurations defined by the secure baselines. Wireless security describes the measures to protect wireless networks from threats and unauthorized access. This includes using robust encryption (like WPA3), secure authentication methods (like RADIUS in enterprise mode), and monitoring for rogue access points.

Lesson 10: Assess Endpoint Security Capabilities

Security strategies may include additional considerations for mobile devices such as smartphones and tablets. While keeping the operating system and applications updated is still crucial, other practices such as disabling unnecessary features (like Bluetooth and NFC when not in use), limiting app permissions, and avoiding unsecured Wi-Fi networks become increasingly important. Installing trusted security apps, enabling device encryption, and enforcing screen locks are essential considerations. Mobile device management (MDM) solutions help manage and control security features across various mobile devices.

Lesson 11: Enhance Application Security Capabilities

Secure protocol and application development concepts are essential pillars of robust cybersecurity. Protocols such as HTTPS, SMTPS, and SFTP provide encrypted communication channels, ensuring data confidentiality and integrity during transmission. Similarly, email security protocols like SPF, DKIM, and DMARC work to authenticate sender identities and safeguard against phishing and spam. Secure coding practices encompass input validation to thwart attacks like SQL injection or XSS, enforcing the principle of least privilege to minimize exposure during a breach, implementing secure session management, and consistently updating and patching software components. Developers must also design software that generates structured, secure logs to support effective monitoring and alerting capabilities.

Lesson 12: Explain Incident Response and Monitoring Concepts

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 will be a very large part of your work as a security professional. You must be able to summarize the phases of incident handling and utilize appropriate data sources to assist an investigation. 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 13: Analyze Indicators of Malicious Activity

The preparation phase of incident response identifies data sources that can support investigations. It also provisions tools to aggregate and correlate this data and partially automate its analysis to drive an alerting and monitoring system. While automated detection is a huge support for the security team, it cannot identify all indicators of malicious activity. As an incident responder, you must be able to identify signs in data sources that point to a particular type of attack.

Lesson 14: Summarize Security Governance Concepts

Security governance is a critical aspect of an organization's overall security posture, providing a framework that guides the management of cybersecurity risks. It involves developing, implementing, and maintaining policies, procedures, standards, and guidelines to safeguard information assets and technical infrastructure. Security governance encompasses the roles and responsibilities of various stakeholders, emphasizing the need for a culture of security awareness throughout the organization. Governance frameworks must manage and maintain compliance with relevant laws, regulations, and contractual obligations while supporting the organization's strategic objectives. Effective security governance also involves continuous monitoring and improvement to adapt to evolving threats and changes in the business and regulatory environment.

Lesson 15: Explain Risk Management Processes

Effective risk management practices involve systematically identifying, assessing, mitigating, and monitoring organizational risks. Audits provide an independent and objective evaluation of processes, controls, and compliance, ensuring adherence to standards and identifying gaps that pose risks. On the other hand, assessments help evaluate the effectiveness of risk management strategies, identify potential vulnerabilities, and prioritize mitigation efforts. By combining audits and assessments, organizations can comprehensively understand risks, implement appropriate controls, and continuously monitor and adapt their risk management strategies to protect against potential threats. These practices are essential for maintaining proactive and resilient security operations while ensuring compliance with legal mandates.

Lesson 16: Summarize Data Protection and Compliance Concepts

Data protection and compliance encompass a range of practices and principles aimed at safeguarding sensitive information, ensuring privacy, and adhering to applicable laws and regulations. Data protection involves implementing measures to secure data against unauthorized access, loss, or misuse. It includes practices such as encryption, access controls, data backup, and secure storage. Compliance refers to conforming to legal, regulatory, and industry requirements relevant to data handling, privacy, security, and transparency. Organizations can safeguard individuals' privacy, ensure data security, fulfill legal requirements, and establish credibility with customers, partners, and regulatory authorities by comprehending and implementing these data protection and compliance principles. Compliance with applicable data protection laws, regulations, and standards is crucial for organizations to avoid legal liabilities, reputational damage, and financial penalties associated with noncompliance.

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+ 1101, A+ 1102, Network+ N10-008, Security SY0-701, and HDI Customer Service Representative (HDI-CSR) national certification exams.

System Requirements:

Internet Connectivity Requirements:

• Cable, Fiber, DSL, or LEO Satellite (i.e. Starlink) internet with speeds of at least 10mb/sec download and 5mb/sec upload are recommended for the best experience.

NOTE: While cellular hotspots may allow access to our courses, users may experience connectivity issues by trying to access our learning management system.  This is due to the potential high download and upload latency of cellular connections.   Therefore, it is not recommended that students use a cellular hotspot as their primary way of accessing their courses.

Hardware Requirements:

• CPU: 1 GHz or higher
• RAM: 4 GB or higher
• Resolution: 1280 x 720 or higher.  1920x1080 resolution is recommended for the best experience.
• Speakers / Headphones
• Microphone for Webinar or Live Online sessions.

Operating System Requirements:

• Windows 7 or higher.
• 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 described in the above course outline.