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

2. 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

3. ITE 6.0 Planning Guide Chapter 13: The IT Professional

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

5. 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

6. 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

7. 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

8. 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 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

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

11. 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

12. 13.1 Communication Skills and the IT Professional
Cisco Networking Academy Program
IT Essentials
Chapter 13: The IT Professional

13. 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
– Communication Skills, Troubleshooting and the IT Professional

14. 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
– Working with a Customer

15. 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
– Employee Best Practices

16. 13.2 Ethical and Legal Issues in the IT Industry
Cisco Networking Academy Program
IT Essentials
Chapter 13: The IT Professional

17. 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
Ethical and Legal Issues in the IT Industry
Ethical and Legal Considerations

18. 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.
Ethical and Legal Issues in the IT Industry
– Legal Procedures Overview

19. 13.3 Call Center Technicians
Cisco Networking Academy Program
IT Essentials
Chapter 13: The IT Professional

20. 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
– Call Centers, Level One Technicians, and Level Two Technicians

21. 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
– Call Centers, Level One Technicians, and Level Two Technicians (Cont.)

22. 13.4 Chapter Summary Cisco Networking Academy Program IT Essentials
Chapter 13: The IT Professional

23. 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
Conclusion

26. Chapter 13 New Terms and Commands
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New Terms and Commands