Instructor Materials Chapter 13: The IT Professional Cisco Networking Academy Program IT Essentials Chapter 13: The IT Professional IT Essentials v6.0

Instructor Materials - Chapter 13 Planning Guide This PowerPoint is divided in two parts: Instructor Planning Guide Information to help you become familiar with the chapter Teaching aids Instructor Class Presentation Optional slides that you can use in the classroom Begins on slide #10 Note: Remove the Planning Guide from this presentation before sharing with anyone. 2

ITE 6.0 Planning Guide Chapter 13: The IT Professional

Chapter 13: Activities What activities are associated with this chapter? Page Number Activity Type Activity Name 13.1.1.3 Lab Technician Resources 13.1.2.3 Interactive Activity (IA) Professional Behavior with Customers IA Transferring a Call 4

Chapter 13: Assessment Students should complete Chapter 13, “Assessment” after completing Chapter 13. Quizzes, worksheet, and other activities can be used to informally assess student progress. 5

Chapter 13: Best Practices Prior to teaching Chapter 13, the instructor should: Complete Chapter 13, “Assessment.” The goal of this chapter is to understand the necessary skills to become a successful IT professional. The students should understand the relationship between good communication skills, troubleshooting, and professional behavior while working with a customer. The students can explain the importance of time and stress management and the observation of SLAs and the company’s business policies. The students are familiar with the legal and ethical issues that arise in the IT industry and appropriate behavior when faced with these issues. The students can describe the call center environment and technician responsibilities. 6

Chapter 13: Additional Help For additional help with teaching strategies, including lesson plans, analogies for difficult concepts, and discussion topics, visit the ITE Community at community.netacad.net. If you have lesson plans or resources that you would like to share, upload them to the ITE Community in order to help other instructors. 7

Chapter 13: Topics in chapter that are not found in the CompTIA A+ 220-901 Certification This slide lists content included in this chapter that is NOT listed in the CompTIA A+ 220-901 blueprint. Instructors could skip these sections; however, they should provide additional information and fundamental concepts to assist the student with the topic. All content in Chapter 13 is aligned to the certification. 8

Chapter 13: The IT Professional Cisco Networking Academy Program IT Essentials Chapter 13: The IT Professional IT Essentials v6.0

Chapter 13 - Sections & Objectives 13.1 Communication Skills and the IT Professional Explain why good communication skills are a critical part of IT work. 13.2 Ethical and Legal Issues in the IT Industry Explain appropriate behavior when faced with the legal and ethical issues that arise in the IT industry. 13.3 Call Center Technicians Explain the call center environment and technician responsibilities. 13.4 Chapter Summary 11

13.1 Communication Skills and the IT Professional Cisco Networking Academy Program IT Essentials Chapter 13: The IT Professional

Establish good communication skills Communication Skills and the IT Professional Communication Skills, Troubleshooting and the IT Professional Establish good communication skills Listen to your customer to learn the details of the problem Speak directly with the customer Gather information from the customer Present yourself professionally Keep your own emotions in check 13.1 – Communication Skills and the IT Professional 13.1.1 – Communication Skills, Troubleshooting and the IT Professional

Communication Skills and the IT Professional Working with a Customer Determine customer problem Listen actively to customer problem Do not interrupt Understand the problem, ask to clarify as necessary Display professional behavior Treat customer with respect and prompt attention Know the proper procedure to put a customer on hold or transfer a call Explain how you can assist the customer Stay focus Keep the communications focus on the customer issue Understand how to deal with different customer types Proper netiquette Practice good netiquette when communicating online with the customer 13.1 – Communication Skills and the IT Professional 13.1.2 – Working with a Customer

Communication Skills and the IT Professional Employee Best Practices Time and stress management Prioritize your activities by following the business policy Compose yourself between customer calls Adjust your work station to help you do your job Observe SLAs SLA defines an agreement between the interested parties. When dealing with customers, you need to observe the content of the SLA. Management determines the exceptions to the SLA. Follow business policies Handling customer calls Call center activities Ensuring customer satisfaction 13.1 – Communication Skills and the IT Professional 13.1.3 – Employee Best Practices

13.2 Ethical and Legal Issues in the IT Industry Cisco Networking Academy Program IT Essentials Chapter 13: The IT Professional

Respect your customers, their equipment and intellectual property. Ethical and Legal Issues in the IT Industry Ethical and Legal Considerations Respect your customers, their equipment and intellectual property. Legal consideration Some examples: Do not make any changes to the software and hardware configuration without permission Do not access customers’ user accounts without permission Do not violate the copyright laws Do not use customers’ IT resources without permission Licensing Personal license: The program usually runs on only one machine Enterprise license: The company pays for the employees to use the software Open source license: This license allows developers to modify and share the codes Commercial license: The commercial license allows the licensee to make money from the software Digital rights management: The software is designed to prevent illegal access to digital content and devices 13.2 - Ethical and Legal Issues in the IT Industry 13.2.1 - Ethical and Legal Considerations

Ethical and Legal Issues in the IT Industry Legal Procedures Overview Computer forensics The collection and analysis of data from computers and related devices Two types of data collected: Persistent data is usually stored on a drive and preserved when computer is turned off. Volatile data is lost when the computer is turned off. Volatile data includes data in transit and data that is temporarily stored in RAM, cache and registries. Cyber law and first response IT professionals must understand their responsibility and liability relating to cybercrimes in their country, region, or state. Know your company’s policy regarding cybercrimes. Understand how to preserve evidence if illegal activity is discovered. Documentation and chain of custody Always document the work performed. Chain of custody documents how the evidence was collected, who has access to the evidence, and where it is stored. 13.2 - Ethical and Legal Issues in the IT Industry 13.2.2 – Legal Procedures Overview

13.3 Call Center Technicians Cisco Networking Academy Program IT Essentials Chapter 13: The IT Professional

Call Center Technicians Call Centers, Level One Technicians, and Level Two Technicians Busy, fast-paced, possibly 24/7 work environment Could be internal or a service to outside customer Has business policies regarding call priority Uses support software to manage the job functions Technicians with different experience levels 13.3 – Call Center Technicians 13.3.1 – Call Centers, Level One Technicians, and Level Two Technicians

Level 1 Technicians Level 2 Technicians Call Center Technicians Call Centers, Level One Technicians, and Level Two Technicians (Cont.) Level 1 Technicians Gather pertinent information from the customer Resolve simple issues and escalate the work order when necessary What questions should a Level 1 technician ask the customer? Level 2 Technicians Probably have remote software capabilities to assist with resolving customer issue Calls the customer back to ask any additional questions. Usually more knowledgeable about technology. Deals with escalated work order 13.3 – Call Center Technicians 13.3.1 – Call Centers, Level One Technicians, and Level Two Technicians (Cont.)

13.4 Chapter Summary Cisco Networking Academy Program IT Essentials Chapter 13: The IT Professional

Chapter Summary Summary To become a successful technician, you will: Use good communications skills with customers and co-workers Conduct business in a professional manner Practice good netiquette Comply with customer’s SLA Follow business policies Practice good time and stress management skills Familiarize yourself with cyber laws in your country, region, or state Know your responsibility in the fight against cybercrimes 13.4 – Chapter Summary 13.4.1 - Conclusion

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