This Capstone course provides a series of case studies for demonstrating skills to perform in a Technical Support role. It also includes a practice exam to help you prepare for the CompTIA IT Fundamentals (ITF+) Certification Exam.
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In this Capstone, you will demonstrate your ability to perform in an Information Technology (IT) Support role by applying your new knowledge to real-world situations. You will practice analyzing user help requests and troubleshooting various issues that a Tech Support role would encounter.
You’ll demonstrate your knowledge of hardware, software, networking, security, and cloud computing – all areas with which a tech support role interacts regularly. You'll also showcase your knowledge and understanding of escalation, levels of support, ticketing systems, and other support tools and systems, as well as communication and customer service skills for delivering technical support.
This course also includes a final exam that contains questions on the topics and style found in the CompTIA IT Fundamentals (IFT+) Certification Exam. It serves as this program’s final exam, helps you practice for the Certification, and measures your preparedness. By the end of the Capstone course, you’ll be equipped with the technical support skills that are found in everyday professional settings.
Before taking this course, it is highly recommended that you first complete all the previous courses in the IBM IT Support Professional Certificate.
This course is part of the Information Technology (IT) Support PC Professional Certificate.
What you'll learn
- Articulate processes and information related to IT fundamentals in the context of providing technical support.
- Demonstrate systematic and effective troubleshooting and problem-solving skills.
- Apply customer service skills and a customer support mindset, including conflict mitigation and de-escalation skills.
- Practice for the CompTIA IT Fundamentals Certification by completing the final exam.
Syllabus
Module 1: Hardware and Operating Systems
Case Study: Computer Peripherals and Connectivity
Case Study: Computer Display Device Installation
Case Study: Computer Performance and OS Fundamentals
Identifying System Information for Windows and MacOS Devices
Module 2: Software, Programming and Databases
Case Study: Browser Versions, Installs, and Updates
Case Study: Updating Desktop Software
Case Study: Browser Security Settings and Client-side Scripting
Case Study: Database Roles and Permissions
Graded Case Study: System Sofware, Versions, and Application Software Capability
Module 3: Networking and Storage
Case Study: Corporate User Needs Access to a Network Drive
Case Study: Network Protocols, Firewalls, andProxy Servers
Case Study: Hosted Storage and Sharing
Graded Case Study: Configure, Test, and Troubleshoot a SOHO
Module 4: Cybersecurity
Case Study: Intellectual Property and DRM
Case Study: Security and information Privacy
Case Study: Countering Security Threats and Hardening Devices
Case Study: Password Management Techniques
Graded Case Study: Public Browsing Safety
Module 5: Cloud Computing
Case Study: Virtual and Bare-Metal Servers
Case Study: Cloud Networking Using VPCs
Case Study: Identity and Access Management (IAM)
Case Study: Cloud Storage and Databases
Graded Case Study: Cloud Service and Deployment Models
Module 6: Final Exam and Practice for CompTIA ITF+ Certification
