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THE SAGE GROUP, LLC

Information Technology, Technical, and Other Courses

• Organization description
  (titles of all evaluated learning experiences, organization description, and source of official student records)

• Titles of all evaluated learning experiences in the Information Technology, Technical, and Other Courses

• Descriptions and credit recommendations

Titles of all evaluated learning experiences in the Information Technology, Technical, and Other Courses section
NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

A+ 220-602 Enterprise Technician (228)
A+ Certification: Core Hardware (093A)
A+ Certification: OS Technologies (093B)
A+ Certification Test Preparation (O93)
A+ Essentials: Part 1 (225/1)
A+ Essentials: Part 2 (225/2)
Basic Electricity (087)
Basic Electronics (091)
Basic Electronics (Bell South) (091)
Beginning Spanish (206)
Call Center Management (105)
CCNA Cisco Networking (082)
Cisco Certified Network Associate: Part One - CCNA1 (231)
Cisco Certified Network Associate: Part One - EAP - CCNA1 (233)
Cisco Certified Network Associate: Part Two - CCNA2 (232)
Cisco Certified Network Associate: Part Two - EAP - CCNA2 (234)
Cisco Certified Network Associate: Part Three - EAP - CCNA3 (235)
Cisco Certified Network Associate: Part Four - EAP - CCNA4 (236)
Computer Support and Maintenance (O92)
Convergence Technologies (216C)
Convergency Technologies (224/3)
Critical Thinking Skills (088)
CTKT (Common Technical Knowledge Test) Test Preparation Series (900/1)
Customer Relationship Management (106)
CWNA (Certified Wireless Network Administrator) (219)
Data Communications (O85)
Data Networking (216A)
Data Networking (224/1)
Digital Communications and Computer Literacy (Bell South) (090)
Digital Subscriber Line (086)
Digital Technology Skills (204)
Excellence in Service (107)
Fiber Optics: Part I (238)
Fiber Optics: Part 2 (239)
Fiber Optics with Fusion Splicing (080/2)
Fiber Optics with Fiber to the Premises - FTTP (080/4)
FTTX Concepts (080/5)
Fusion Splicing (080/3)
Fundamentals of Networking (O94)
Intermediate Spanish - Part A (217A)
Intermediate Spanish - Part B (217B)
Interconnecting Cisco Network Devices: Routing and Switching (218/3)
Interconnecting Cisco Network Devices: Security and the WAN (218/4)
Introduction to Cisco Networking Technologies: Building a Network (218/1)
Introduction to Cisco Networking Technologies: Configuring and Managing a Network (218/2)
Introduction to Fiber Optics (080) - first entry
Introduction to Fiber Optics (080) - second entry
Introduction to Wireless Communications (081)
Network+ Certification (094)
Network Security Fundamentals: Part 1 (220A)
Network Security Fundamentals: Part 2 (220B)
Security Awareness (222)
Structured Cabling (221)
Telecommunication Math Skills (230)
Telephony Networking (216B)
Telephony Networking (224/2)
VoIP Convergence Technologies Series (216)

Descriptions and credit recommendations

A+ 220-602 Enterprise Technician (228)*
Location: Various approved locations throughout the U.S.
Length: 45 (15 weeks).
Dates: August 2007 - Present.
Objectives: Measure and describe the characteristics of electricity; describe the function and features of CPUs; describe the function of memory and describe various amounts of memory; define interrupt, IRQ, I/O address, DMA, and base memory address; install hard drives into a PC; identify serial and parallel ports, cables, and connectors; identify features of dot-matrix printers; install, use, and troubleshoot inkjet printers and laser printers; describe, install, and troubleshoot CRT and LCD displays; identify features of, use of, and ways to troubleshoot problems with laptop and notebook computers; manage directories and files; perform operating system maintenance tasks and troubleshoot operating system problems; identify components of a network and troubleshoot network connectivity problems; configure operating system and file system security; identify safety issues and hazards in the computer environment; maintain professionalism; ensure customer satisfaction; and track problems and their resolution.
Instruction: Electricity and power systems; CPUs and motherboards; memory systems; expansion cards; data storage devices; ports, connectors, and cables; printers and scanners; display devices; portable computers and devices; operating system management; OS maintenance and troubleshooting; networking; security; maintaining the PC environment; professionalism and communication.
Credit recommendation: In the lower division baccalaureate/associate degree category, 2 semester hours in Information Technology (8/07). *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

A+ Certification: Core Hardware (093A)*
Location: Various approved locations throughout the U.S.
Length: 45 (15 weeks).
Dates: January 2004 - March 2006.
Objectives: Describe the relationship between hardware and software; discuss the binary and hexadecimal number systems; describe peripheral devices; distinguish between types of storage devices; identify the main motherboard components; describe how instructions and data are stored on the motherboard; discuss how the CPU works and communicates with other devices; describe hardware and software interaction; identify system resources; outline the steps in booting up a computer; identify the properties of electricity; safeguard a computer system against electrical damage; identify computer cases and form factors; determine power requirements; troubleshoot power supply problems; identify types of motherboards; identify components on the motherboard; assemble a computer; install the motherboard; troubleshoot the motherboard; install peripheral I/O devices; use ports and expansion slots for add-on devices; install legacy hardware and legacy device drivers; install and troubleshoot keyboards; install and troubleshoot pointing devices; install and troubleshoot video cards and monitors; describe the different kinds of memory and how each kind works; upgrade and troubleshoot memory; discuss the workings of a floppy drive; manage floppy drives by using commands and Windows; replace a defective floppy drive, and add a second drive; identify various hard drive technologies; communicate with hard drive BIOS; organize the hard disk logically to hold data; install a hard drive; manage and troubleshoot hard drives; discuss the basics of SCSI technology and its components; compare SCSI hard drives to IDE drives; install a SCSI device and set device IDs; troubleshoot SCSI devices; install various multimedia devices; describe optical storage technologies; discuss tape drives; evaluate and install removable drives; describe the use of hardware devices for fault tolerance; troubleshoot multimedia and mass storage devices; explain how a modem works and how to install it; use the AT command set to control a modem; troubleshoot problems related to modems; identify the different architectures, topologies, and components that make up a network; install a network card and connect to the network; troubleshoot network problems; segment a network using bridges and switches; Interconnect networks using routers; support, upgrade, and add peripheral devices to notebooks; discuss technologies related to personal digital assistants (PDAs); explain how printers work; install printers; troubleshoot printer problems; discuss the role of a PC technician in troubleshooting and maintenance, and discuss the tools used; approach a troubleshooting problem; develop a preventive maintenance plan; use guidelines when purchasing a PC; prepare for assembling a PC; assemble a PC from separately purchased parts.
Instruction: Computer components; hardware and software interaction; electricity and power supplies; motherboards; supporting I/O devices; managing memory and floppy drives; hard drives; Small Computer System Interfact (SCSI); multimedia devices and mass storage; supporting modems; PCs on a network; notebooks, PDAs, and printers; troubleshooting and maintenance; purchasing or building a PC; error messages; interrups; the PC technician.
Credit recommendation: In the lower division baccalaureate/associate degree category, 2 semester hours in Information Technology (5/04). *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

A+ Certification: OS Technologies (093B)*
Location: Various approved locations throughout the U.S.
Length: 36 hours (12 weeks).
Dates: June 2004 - March 2006.
Objectives: Discuss how operating systems work, the legacy of DOS, the various Windows operating systems, the differences between them and discuss advantages and disadvantages of common non-Windows operating systems; relate an OS to hardware and to other software, and launch an OS application; outline the steps to boot the computer, create and use Windows 9x, create and use Windows 9x rescue disks to troubleshoot and solve problems while booting Windows, view and manage memory in DOS and Windows 9x, use and manage floppy disks and hard drives in DOS and Windows 9x; describe different versions and architecture of Windows 9x, install Windows 9x as a clean install and as an upgrade, use keystroke shortcuts, manage hard drives and floppy disks and desktop with Windows 9x, install hardware with Windows 9x, install applications with Windows 9x, and manage memory with Windows 9x; discuss the Windows 9x startup process, troubleshoot the Windows 9x boot process, discuss the Windows 9x registry, its organization and the recovery procedure, discuss the tools used to monitor, control, and troubleshoot Windows 9x, troubleshoot hardware in Windows 9x, troubleshoot applications in Windows 9x and troubleshoot Windows 9x performance; describe Windows NT architecture, install and customize Windows NT, use and support Windows NT, outline the Windows NT boot process, and create Windows NT setup and repair disks to repair a Windows NT system; outline new features of Windows 2000 and describe the basic and dynamic disks, plan and perform the Windows 2000 installation, manage and use Windows 2000 and install hardware and applications with Windows 2000; outline the Windows 2000 boot process, troubleshoot the Windows 2000 boot process and use tools for maintenance, troubleshooting, and performance monitoring in Windows; outline the features and architecture of Windows XP, plan and perform Windows XP installation, customize the Windows XP desktop, manage audio and video, and allow multiple and remote logins under Windows XP, and install hardware and applications with Windows XP; use Windows XP features to secure the PC, view and update the Windows NT/2000/XP/2003 registry, use tools for troubleshooting and maintaining Windows XP, and troubleshoot the Windows XP boot process; support hard drives and tape backups, identify computer viruses and infestations and protection against them; outline the basics of networking, the different types of addresses used on networks, connect and share resources over a local area network and control a computer remotely; discuss how the OSI model applies to TCP/IP networks, such as the Internet, connect to the Internet using a dial-up connection, connect to the Internet using a cable modem or DSL connections and support some common Internet clients: Web browsers, e-mail, and FTP; discuss starting up, using and supporting hardware in the Mac OS, outline the file structure of the Linux OS and usage of some Linux commands, outline Windows 98, Windows 2000, and Windows XP notebook features and describe power management in notebooks.
Instruction: Operating systems; hardware and software management; boot process and command line management; installing and using Windows 9X; supporting and troubleshooting Windows 9x; installing and using Windows NT; installing and using Windows 2000; managing and troubleshooting Windows 2000; installing and using Windows XP; managing and supporting Windows XP; hard drive support; Windows networking; Windows internetworking; Mac OS, Linux, and notebooks; error messages; character sets; the hexadecimal numbering system and memory addressing; the PC technician.
Credit recommendation: In the lower division baccalaureate/associate degree category, 2 semester hours in Information Technology (6/04). *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

A+ Certification Test Preparation (093)*
Location: Various approved locations throughout the United States.
Length: 45 hours (15 weeks).
Dates: August 2003 - March 2004.
Objectives: Discuss the basic concepts and components of a PC; navigate and perform MS-DOS line commands; install, operate, and maintain Microsoft Windows 9x, Microsoft Windows NT, and Windows 2000; and discuss how to maintain and troubleshoot a PC.
Instruction: How computers are used; EMI; RFI; ESD; tools; safety methods; how system boards and power supplies function and their relation to other components within a computer; and how the BIOS, IRQs, I/O, and DMA relate to these components; explanation of the CPU; expansion bus; memory; removal, examination, and reinstallation of components; compare and contrast IDE vs. SCSI; fault tolerance; common RAID levels; alternate storage methods, including CD, Zip, PC card, and tape backup technologies; I/O ports and the variety of I/O devices available; different types of printer technologies; deploying network printers; types of scanners; function of the POST and how it can be utilized in the troubleshooting process; portable computing, including various types, power requirements; and uses of portable computers; networking concepts and models; broadband vs. baseband; cable and connector types; network topologies; common protocols; focusing on TCP/IP addressing and configuration; common network devices and relationship of each device to the OSI layer where they function; the purpose of an OS as a user interface to applications and hardware; command line vs. GUI; history of MS-DOS and Windows 3.x as a command shell to DOS; Windows 3.x vs. Windows 95; Windows 95 installation; versions; upgrade from DOS; plug and play; desktop basics; customization of desktop; boot sequence; adding device drivers; registry; safe mode; utilizing Windows 95 printing subsystem; adding programs through Control Panel; disks; utilities; managing memory; requirements for networking; install protocols and client software; errors and error  messages; troubleshooting drivers and system lock-up; troubleshooting tools; understanding viruses; Windows 95 vs. Windows 98; features; hardware requirements; installing; Windows 98 DOS; system configuration utility; controlling startup; welcome screen; taskbar and start button; customizing desktop; comparison between Windows 98/NT and Windows 2000; upgrade strategies from Windows 95/98/NT to 2000; multi-boot capability and the boot process; Active Desktop; MMC; managing users and computers; registry tools; disk utilities; managing printers; backup; and Windows Scripting host; Client/Server vs. peer-to-peer; installing network software; network shares; connecting to the Internet; troubleshooting tools and tips; common errors; emergency repair disk; recovery console; installation of Windows NT; networking; boot sequence; user management; NT security; auditing; diagnostics and troubleshooting.
Credit recommendation: In the lower division baccalaureate/associate degree category, 2 semester hours in Information Technology (4/03). NOTE: This course overlaps with Computer Support and Maintenance (092). If both courses are taken, credit is recommended for the successful completion of only one course. *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

A+ Essentials: Part 1 (225/1)*
Location: Various approved locations throughout the U.S.
Length: 30 hours (15 weeks).
Dates: March 2007 - Present.
Objectives: Describe the relationship between hardware and software; describe peripheral devices; distinguish between types of storage devices; identify the main motherboard components; describe how instructions and data are stored on the motherboard; discuss how the CPU works and communicates with other devices; describe hardware and software interaction; identify system resources; outline the steps in booting up a computer; identify the properties of electricity; safeguard a computer system against electrical damage; identify computer cases and form factors; determine power requirements; troubleshoot power supply problems; identify types of motherboards; identify components on the motherboard; assemble a computer; install the motherboard; troubleshoot the motherboard; install peripheral I/O devices; use ports and expansion slots for add-on devices; install and troubleshoot keyboards; install and troubleshoot pointing devices; install and troubleshoot video cards and monitors; describe the different kinds of memory and how each kind works; upgrade and troubleshoot memory; discuss the workings of a floppy drive; manage floppy drives by using commands and Windows; replace a defective floppy drive, and add a second drive; identify various hard drive technologies; organize the hard disk logically to hold data; install a hard drive; manage and troubleshoot hard drives; discuss the basics of SCSI technology and its components; compare SCSI hard drives to IDE drives; troubleshoot SCSI devices; install various multimedia devices; describe optical storage technologies; discuss tape drives; evaluate and install removable drives; describe the use of hardware devices for fault tolerance; troubleshoot multimedia and mass storage devices; explain how a modem works and how to install it; use the AT command set to control a modem; troubleshoot problems related to modems; discuss the role of a PC technician in troubleshooting and maintenance, and discuss the tools used; approach a troubleshooting problem; develop a preventive maintenance plan; use guidelines when purchasing a PC; prepare for assembling a PC; assemble a PC from separately purchased parts.
Instruction: Computer components; hardware and software interaction; electricity and power supplies; motherboards; supporting I/O devices; managing memory and floppy drives; hard drives; Small Computer System Interfact (SCSI); multimedia devices and mass storage; supporting modems; troubleshooting and maintenance; purchasing or building a PC; error messages; interrups; the PC technician.
Credit recommendation: In the lower division baccalaureate/associate degree category, 1 semester hour in Information Technology (2/07). *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

A+ Essentials: Part 2 (225/2)*
Location: Various approved locations throughout the U.S.
Length: 30 hours (15 weeks).
Dates: March 2007 - Present.
Objectives: Discuss how operating systems work, XP 2000 Windows operating systems, the differences between them and discuss advantages and disadvantages of common non-Windows operating systems; relate an OS to hardware and to other software, and launch an OS application; outline the steps to boot the computer, outline new features of Windows 2000 and describe the basic and dynamic disks, plan and perform the Windows 2000 installation, manage and use Windows 2000 and install hardware and applications with Windows 2000; outline the Windows 2000 boot process, troubleshoot the Windows 2000 boot process and use tools for maintenance, troubleshooting, and performance monitoring in Windows; outline the features and architecture of Windows XP, plan and perform Windows XP installation, customize the Windows XP desktop, manage audio and video, and allow multiple and remote logins under Windows XP, and install hardware and applications with Windows XP; use Windows XP features to secure the PC, view and update the Windows 2000/XP/2003 registry, use tools for troubleshooting and maintaining Windows XP, and troubleshoot the Windows XP boot process; support hard drives and tape backups, identify computer viruses and infestations and protection against them; outline the basics of networking, the different types of addresses used on networks, connect and share resources over a local area network and control a computer remotely; discuss how the OSI model applies to TCP/IP networks, such as the Internet, connect to the Internet using a dial-up connection, connect to the Internet using a cable modem or DSL connections and support some common Internet clients: discuss starting up, using and supporting hardware in the Mac OS, outline the file structure of the Linux OS and usage of some Linux commands, Windows 2000, and Windows XP notebook features and describe power management in notebooks.
Instruction: Operating systems; hardware and software management; boot process and command line management; installing and using Windows 2000; managing and troubleshooting Windows 2000; installing and using Windows XP; managing and supporting Windows XP; hard drive support; Windows networking; Windows internetworking; Mac OS, Linux, and notebooks; error messages; character sets; the PC technician
Credit recommendation: In the lower division baccalaureate/associate degree category, 1 semester hour in Information Technology (2/07). *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

Basic Electricity (087)*
Location: Various approved locations throughout the United States.
Length: 30 hours (5 weeks).
Dates: April 2004 - Present.
Objectives: Instructional: Define basic electrical terms: voltage, current, resistance; identify and explain the units of measurement for current and voltage; read simple schematic diagrams of electronic circuits; draw simple wiring symbols to represent electrical connections; identify and explain a series circuit; identify and explain a parallel circuit; use Ohm’s Law to calculate voltage, current, or resistance; calculate combined resistance in a series or parallel circuit; calculate total current in a parallel circuit; apply Ohm’s Law formulas in series or parallel circuits; define the terms: work, power, and energy; use Watt’s Law to calculate power, current, or voltage in a circuit; identify and explain a sine wave; define inductance, capacitance, and impedance; identify and explain the units of measure for inductance, capacitance, and impedance; describe the basic structure and characteristics of a transformer; explain the step-up and step-down action of transformers; name the three meters combined in the V.O.M.; identify and explain the range switch, function switch and jacks on the Simpson 260 V.O.M.; connect a multimeter to a circuit to read voltage, current, or resistance; identify and explain circuit components by their symbols: voltage source, resistor, capacitor, inductor, transformer, voltmeter, ammeter, and switch; use correct circuit symbols to draw and electrical circuit. Laboratory/shop: Use a meter to measure voltage; plot voltage measurements on a graph; use a meter to measure current; plot current measurements on a graph; measure two known values and calculate a third unknown value using Ohm’s Law; create a series resistive circuit, wire resistors in parallel; calculate and measure total resistance; arrange batteries in a series format; measure voltage value; make a simple wiring connection to increase total voltage; identify resistors; compare resistance readings.
Instruction: The language of electricity; using electricity at the workplace; Ohm’s Law formula and application; DC series and parallel resistive circuits; power in electric circuits; impedance in AC circuits; measuring circuit values with meters; creating and measuring a voltage source; taking measurements with the ohmmeter; reading circuit diagrams.
Credit recommendation: In the lower division baccalaureate/associate degree category, 1 semester hour as a technical elective or in the associate degree/certificate category, 1 semester hour in a Trades curriculum (7/04). NOTE: Some offerings of this course are combined with Digital Technology Skills (204). In these instances, the separate credit recommendation for each course continues to apply. NOTE: This course and Basic Electronics (Bell South) (091)overlap in content. If both courses are successfully completed, credit is recommended for only one course, preferably Basic Electricity (087). *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

Basic Electronics (091)*
(Basic Electricity with Introduction to Electronic Devices)
[Formerly Basic Electronics (Bell South) (TE091)*]
Location: Various approved locations throughout the U.S.
Length: 30 hours (5 weeks).
Dates: November 2004 - Present.
Objectives: Explain basic electrical terminology and theory; identify the rules governing series, parallel and combination circuits; explain the concept of impedance; calculate power gain using given formulas; identify the basic function of semiconductor devices.
Instruction: Electrical terminology and theory review; combination circuits and how they function; power, decibels and logarithms; reading circuit diagrams; types of semiconductor devices and how they function.
Credit recommendation: In the lower division baccalaureate/associate degree category, 1 semester hour as a technical elective or in the associate degree/certificate category, 1 semester hour in a Trades curriculum (12/04) (2/08 revalidation). NOTE: This course and Basic Electricity (087) overlap in content. If both courses are successfully completed, credit is recommended for only one course, preferably Basic Electricity. *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

Beginning Spanish (206)*
Location: Various approved locations throughout the U.S.
Length: Version 1: 40 hours (5 weeks or 10 weeks). Version 2: 48 hours (8 weeks).
Dates: Version 1: September 2003 - November 2007. Version 2: December 2007 - Present.
Objectives: Version 1 or 2: Discuss the Hispanic culture and its contributions to our society; comprehend basic oral and written material in Spanish; identify and vocalize the Spanish alphabet system and its discriminating sounds; use correct stress, rhythm, and intonation during speaking; use correct grammatical structure when speaking.  Specifically, upon completion of the course, students will be able to: Use everyday greetings and farewells; employ expressions of courtesy; discuss beginning grammar structure of the target language; identify written key phrases; discuss sentence structure; respond orally to questions; communicate in complete sentences; use correct terminology in dialogues relating to time, days of the week, and dates; use correct terminology in dialogues related to everyday actions; describe people and things using common phrases and words; identify individuals by profession; compare and contrast two verbs in written context;
use everyday expressions; express ownership; express likes and dislikes; express location of places and things; use irregular verbs; communicate with others about present and past actions; communicate with others of different cultures.
Instruction: Version 1 or 2: The course is designed to provide participants with the foundational concepts that will prepare them for future studies in the language, plus enable them to conduct a simple conversation. An interactive, learner-centered approach is employed, with an emphasis on the application of skills.  Skill mastery is gauged by both verbal and written application exercises. Final performance of skill mastery is conducted via a class outing during which all communication is conducted in Spanish. A written final examination is also administered, under proctored conditions. Content covered includes: Everyday greetings and farewells; expressions of courtesy; beginning grammar structure of the target language; written key phrases; sentence structure; responding orally to questions; communicating in complete sentences; using correct terminology in dialogues relating to time, days of the week, and dates; using correct terminology in dialogues related to everyday actions; describing people and things using common phrases and words; identifying individuals by profession; comparing and contrasting two verbs in written context; everyday expressions; expressing ownership; expressing likes and dislikes; expressing location of places and things; irregular verbs; present and past actions; communicating with others of different cultures.
Credit recommendation: Version 1 or 2: In the lower division baccalaureate/associate degree category, 1 semester hour in Spanish (4/04) (12/07 revalidation). *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

1. Call Center Management (105)*
2. Customer Relationship Management (106)*
3. Excellence in Service (107)*
Location: Various approved locations throughout the U.S.
Length: Course 1: 15 hours (5 weeks). Course 2: 18 hours (6 weeks). Course 3: 21 hours (7 weeks).
Dates: Courses 1, 2, and 3: March 2006 - Present.
Objectives: Course 1: Identify the functions of a call center and determine the process for setting up a call center; identify the categories of ACD, technologies to monitor your employees, the benefits of skill-based routing, and how to determine call load and staffing; motivate employees, communicate effectively with employees, evaluate employee performance, and identify methods for monitoring employees; reduce employee turnover, manage stress, and train employees; identify customer expectations and manage customer relationships; set and achieve service levels, and use reports; identify the information that executives need and learn how to communicate with them. Course 2: Identify the goals and types of customer relationship management, and develop a customer relationship management program; manage and reduce costs associated with CRM implementation, and plan a CRM implementation; redesign work processes, identify reasons for implementing CRM in stages, and implement CRM; identify the features and disadvantages of eCRM, and automate CRM through eCRM. Course 3: Distinguish the different types of customers, appreciate the importance of customer service, build rapport and communicate with customers, and respond to customers while exceeding their expectations; develop customer service skills, provide quality customer service, and solve customer service problems; understand customer dissatisfaction, work with customers who are either angry or upset, and reduce customer service stress; understand the importance of effective communication, identify the importance of interpersonal communication, provide quality service on the telephone, and compose effective e-mail messages; discuss the basics of service standards, monitor service standards, and understand how management standards support exceptional customer service; build customer service teams, select right employees through effective screening and interviews, provide training and empowerment, and motivate employees to maintain desirable behaviors; understand their customers and how they measure service, develop loyalty in customers, understand how employee loyalty affects service, and create memorable service.
Instruction: Course 1: Establishing and setting up a call center; service and information technology; call load and staffing; employee motivation; communication with employees; employee performance evaluation; employee monitoring tools; reducing turnover; stress management; training; customer expectations; customer relationship management; setting and achieving service levels; analyzing reports; information that executives need; communicating with executives. Course 2: Customer loyalty; market intelligence enterprise; customer information; a customer relationship management (CRM) program; CRM and expenditures; implementation planning; CRM implementation preparation; the implementation process; eCRM fundamentals; eCRM and automation; eCRM customization; eCRM goals. Course 3: Fundamentals of service standards; monitoring service standards; teams as a service solution; team training and empowerment; motivation; understanding customers; customer loyalty development; influence of employee loyalty; memorable service.
Credit recommendation: Courses 1, 2, and 3: In the lower division baccalaureate/associate degree category, 2 semester hours as an elective in business, telecommunications management, or any discipline that would benefit from such a complementary learning experience (3/06). NOTE: Courses 1, 2, and 3 must all be completed to receive credit. *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

CCNA Cisco Networking (082)*
Location: Various approved locations throughout the United States.
Length: Version 1: 30 hours (10 weeks). Version 2: 45 hours (15 week).
Dates: Version 1: April 2005 - February 2006. Version 2: March 2006 - Present.
Objectives: Version 1 or 2: Identify and describe the functions of each of the seven layers of the OSI reference model; identify the reasons why the networking industry uses a layered model; define and explain the conversion steps of data encapsulation; define and describe the function of a MAC address; describe connection-oriented network service and connectionless network service, and identify the key differences between them; explain the uses, advantages, and disadvantages of repeaters; explain the uses, advantages, and disadvantages of hubs; define wireless access points; define network segmentation; explain network segmentation using bridges; explain network segmentation using switches; explain network segmentation using routers; explain network segmentation using brouters and gateways; discuss the origins of TCP/IP; understand the different classes of IP addresses; configure and verify IP addresses; subdivide an IP network; identify and discuss the different layer functions of TCP/IP; describe the functions performed by protocols in the TCP/IP protocol suite, including ICMP, UDP, TCP, ARP, and RARP; use ping and trace and describe their functions; understand advanced routing concepts such as CIDR, summarization, and VLSM; discuss the different physical topologies; describe various network architecture models; determine which types of network media to use given a set of requirements; understand horizontal cabling standards and wiring closets; consider performance requirements and improvements for given situations; install a telecommunications connector; wire a patch panel; test network cable; discuss LAN design; describe the function that network-management tools perform on a network; describe WAN standards; explain the WAN connection methods; discuss WAN data link protocols; understand the WAN physical layer; recognize the various WAN physical topologies; emerging WAN connection methods; describe the benefits of network segmentation with routers; understand the elements of the Cisco router user interface; configure the Hyper Terminal program to interface with the Cisco router; describe the various router configuration modes; describe the various router passwords; understand the enhanced editing features of the Cisco IOS; understand the elements of the Cisco switch user interface; compare router components to typical PC components; understand router startup; describe and use the Cisco Discovery Protocol; understand configuration management commands for Cisco router and the 1900 series switch; configure IP on the Cisco router and the 1900 series switch; troubleshoot router connectivity problems; understand the purpose and operation of network address translation (NAT); configure static NAT, dynamic NAT, and dynamic NAT with overload; understand and configure port address translation (PAT); differentiate between nonroutable, routed, and routing protocols; define Interior Gateway Protocols, Exterior Gateway Protocols, distance-vector routing protocols, and link-state routing protocols; explain the concepts of count-to-infinity, split horizon, split horizon with poison reverse, and hold-down timers; describe, configure, and monitor the interior routing protocols RIP and IGRP; explain static routing and administrative distance; configure static routing and default routes; describe classful and classless routing protocols; describe and configure RIPv2; describe and configure EIGRP; describe and configure OSPF; control routing traffic; describe the usage and rules of access lists; establish standard IP access lists; produce extended IP access lists; apply access lists to interfaces; monitor and verify access lists; describe PPP encapsulation; configure PPP encapsulation and its options; describe and enable PPP multilink; explain how to implement ISDN BRI on Cisco routers; configure an ISDN BRI connection; understand Frame Relay standards and equipment; describe the role of virtual circuits and performance parameters in Frame Relay; understand the Frame Relay topologies; understand the difference between multipoint and point-to-point configurations; configure and monitor Frame Relay; explain the features and benefits of Fast Ethernet; describe the guidelines and distance limitations of Fast Ethernet; define full- and half-duplex Ethernet operations; distinguish between cut-through, fragment-free, and store-and-forward LAN switching; define the operation of the Spanning Tree Protocol and its benefits; describe the benefits of virtual LANs; understand the purpose of the VLAN trunking protocol (VTP).
Instruction: Version 1 or 2: Introducing networks; network devices; TCP/IP and IP addressing; network topology and design; WAN concepts; router and IOS basics; router startup and configuration; routing protocols and network address translation; advanced routing protocols; access lists; PPP and ISDN; frame relay; switching and VLANs; CCNA certification objectives.
Credit recommendation: Version 1 or 2: In the lower division baccalaureate/associate degree category, 2 semester hours in Information Technology(4/05) (6/06 revalidation). *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

1. Cisco Certified Network Associate: Part One - CCNA1 (231)*
2. Cisco Certified Network Associate: Part Two - CCNA2 (232)*
Location: Various approved locations throughout the United States.
Length: Course 1: 30 hours (5 weeks). Course 2: 30 hours (5 weeks).
Dates: Courses 1 or 2: April 2008 - Present.
Objectives: Courses 1 and 2: Identify and describe the functions of each of the seven layers of the OSI reference model; identify the reasons why the networking industry uses a layered model; define and explain the conversion steps of data encapsulation; define and describe the function of a MAC address; describe connection-oriented network service and connectionless network service, and identify the key differences between them; explain the uses, advantages, and disadvantages of repeaters; explain the uses, advantages, and disadvantages of hubs; define wireless access points; define network segmentation; explain network segmentation using bridges; explain network segmentation using switches; explain network segmentation using routers; explain network segmentation using brouters and gateways; discuss the origins of TCP/IP; understand the different classes of IP addresses; configure and verify IP addresses; subdivide an IP network; identify and discuss the different layer functions of TCP/IP; describe the functions performed by protocols in the TCP/IP protocol suite, including ICMP, UDP, TCP, ARP, and RARP; use ping and trace and describe their functions; understand advanced routing concepts such as CIDR, summarization, and VLSM; discuss the different physical topologies; describe various network architecture models; determine which types of network media to use given a set of requirements; understand horizontal cabling standards and wiring closets; consider performance requirements and improvements for given situations; install a telecommunications connector; wire a patch panel; test network cable; discuss LAN design; describe the function that network-management tools perform on a network; describe WAN standards; explain the WAN connection methods; discuss WAN data link protocols; understand the WAN physical layer; recognize the various WAN physical topologies; emerging WAN connection methods; describe the benefits of network segmentation with routers; understand the elements of the Cisco router user interface; configure the Hyper Terminal program to interface with the Cisco router; describe the various router configuration modes; describe the various router passwords; understand the enhanced editing features of the Cisco IOS; understand the elements of the Cisco switch user interface; compare router components to typical PC components; understand router startup; describe and use the Cisco Discovery Protocol; understand configuration management commands for Cisco router and the 1900 series switch; configure IP on the Cisco router and the 1900 series switch; troubleshoot router connectivity problems; understand the purpose and operation of network address translation (NAT); configure static NAT, dynamic NAT, and dynamic NAT with overload; understand and configure port address translation (PAT); differentiate between nonroutable, routed, and routing protocols; define Interior Gateway Protocols, Exterior Gateway Protocols, distance-vector routing protocols, and link-state routing protocols; explain the concepts of count-to-infinity, split horizon, split horizon with poison reverse, and hold-down timers; describe, configure, and monitor the interior routing protocols RIP and IGRP; explain static routing and administrative distance; configure static routing and default routes; describe classful and classless routing protocols; describe and configure RIPv2; describe and configure EIGRP; describe and configure OSPF; control routing traffic; describe the usage and rules of access lists; establish standard IP access lists; produce extended IP access lists; apply access lists to interfaces; monitor and verify access lists; describe PPP encapsulation; configure PPP encapsulation and its options; describe and enable PPP multilink; explain how to implement ISDN BRI on Cisco routers; configure an ISDN BRI connection; understand Frame Relay standards and equipment; describe the role of virtual circuits and performance parameters in Frame Relay; understand the Frame Relay topologies; understand the difference between multipoint and point-to-point configurations; configure and monitor Frame Relay; explain the features and benefits of Fast Ethernet; describe the guidelines and distance limitations of Fast Ethernet; define full- and half-duplex Ethernet operations; distinguish between cut-through, fragment-free, and store-and-forward LAN switching; define the operation of the Spanning Tree Protocol and its benefits; describe the benefits of virtual LANs; understand the purpose of the VLAN trunking protocol (VTP).
Instruction: Courses 1 and 2: Introducing networks; network devices; TCP/IP and IP addressing; network topology and design; WAN concepts; router and IOS basics; router startup and configuration; routing protocols and network address translation; advanced routing protocols; access lists; PPP and ISDN; frame relay; switching and VLANs; CCNA certification objectives.
Credit recommendation: Courses 1 and 2: In the lower division baccalaureate/associate degree category, 2 semester hours in Information Technology (4/08). NOTE: Courses 1 and 2 must both be completed to receive credit. NOTE: These courses overlap in content with CCNA Cisco Networking (082) and the four-course sequence Cisco Certified Network Associate (233 - 236) in the next exhibit. Credit should only be awarded once. *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

1. Cisco Certified Network Associate: Part One - EAP-CCNA1 (233)*
2. Cisco Certified Network Associate: Part Two - EAP-CCNA2 (234)*
3. Cisco Certified Network Associate: Part Three - EAP-CCNA3 (235)*
4. Cisco Certified Network Associate: Part Four - EAP-CCNA4 (236)*
Location: Various approved locations throughout the United States.
Length: Course 1: 15 hours (5 weeks). Course 2: 15 hours (5 weeks). Course 3: 15 hours (5 weeks). Course 4: 15 hours (5 weeks).
Dates: Courses 1, 2, 3, or 4: April 2008 - Present.
Objectives: Courses 1, 2, 3, and 4: Identify and describe the functions of each of the seven layers of the OSI reference model; identify the reasons why the networking industry uses a layered model; define and explain the conversion steps of data encapsulation; define and describe the function of a MAC address; describe connection-oriented network service and connectionless network service, and identify the key differences between them; explain the uses, advantages, and disadvantages of repeaters; explain the uses, advantages, and disadvantages of hubs; define wireless access points; define network segmentation; explain network segmentation using bridges; explain network segmentation using switches; explain network segmentation using routers; explain network segmentation using brouters and gateways; discuss the origins of TCP/IP; understand the different classes of IP addresses; configure and verify IP addresses; subdivide an IP network; identify and discuss the different layer functions of TCP/IP; describe the functions performed by protocols in the TCP/IP protocol suite, including ICMP, UDP, TCP, ARP, and RARP; use ping and trace and describe their functions; understand advanced routing concepts such as CIDR, summarization, and VLSM; discuss the different physical topologies; describe various network architecture models; determine which types of network media to use given a set of requirements; understand horizontal cabling standards and wiring closets; consider performance requirements and improvements for given situations; install a telecommunications connector; wire a patch panel; test network cable; discuss LAN design; describe the function that network-management tools perform on a network; describe WAN standards; explain the WAN connection methods; discuss WAN data link protocols; understand the WAN physical layer; recognize the various WAN physical topologies; emerging WAN connection methods; describe the benefits of network segmentation with routers; understand the elements of the Cisco router user interface; configure the Hyper Terminal program to interface with the Cisco router; describe the various router configuration modes; describe the various router passwords; understand the enhanced editing features of the Cisco IOS; understand the elements of the Cisco switch user interface; compare router components to typical PC components; understand router startup; describe and use the Cisco Discovery Protocol; understand configuration management commands for Cisco router and the 1900 series switch; configure IP on the Cisco router and the 1900 series switch; troubleshoot router connectivity problems; understand the purpose and operation of network address translation (NAT); configure static NAT, dynamic NAT, and dynamic NAT with overload; understand and configure port address translation (PAT); differentiate between nonroutable, routed, and routing protocols; define Interior Gateway Protocols, Exterior Gateway Protocols, distance-vector routing protocols, and link-state routing protocols; explain the concepts of count-to-infinity, split horizon, split horizon with poison reverse, and hold-down timers; describe, configure, and monitor the interior routing protocols RIP and IGRP; explain static routing and administrative distance; configure static routing and default routes; describe classful and classless routing protocols; describe and configure RIPv2; describe and configure EIGRP; describe and configure OSPF; control routing traffic; describe the usage and rules of access lists; establish standard IP access lists; produce extended IP access lists; apply access lists to interfaces; monitor and verify access lists; describe PPP encapsulation; configure PPP encapsulation and its options; describe and enable PPP multilink; explain how to implement ISDN BRI on Cisco routers; configure an ISDN BRI connection; understand Frame Relay standards and equipment; describe the role of virtual circuits and performance parameters in Frame Relay; understand the Frame Relay topologies; understand the difference between multipoint and point-to-point configurations; configure and monitor Frame Relay; explain the features and benefits of Fast Ethernet; describe the guidelines and distance limitations of Fast Ethernet; define full- and half-duplex Ethernet operations; distinguish between cut-through, fragment-free, and store-and-forward LAN switching; define the operation of the Spanning Tree Protocol and its benefits; describe the benefits of virtual LANs; understand the purpose of the VLAN trunking protocol (VTP).
Instruction: Courses 1, 2, 3, and 4: Introducing networks; network devices; TCP/IP and IP addressing; network topology and design; WAN concepts; router and IOS basics; router startup and configuration; routing protocols and network address translation; advanced routing protocols; access lists; PPP and ISDN; frame relay; switching and VLANs; CCNA certification objectives.
Credit recommendation: Courses 1, 2, 3, and 4: In the lower division baccalaureate/associate degree category, 2 semester hours in Information Technology (4/08). NOTE: Courses 1, 2, 3, and 4 must all be completed to receive credit. NOTE: These courses overlap in content with CCNA Cisco Networking (082) and the two-course sequence Cisco Certified Network Associate (231 - 232) in the previous exhibit. Credit should only be awarded once. *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

Computer Support and Maintenance (092)*
Location: Various approved locations throughout the United States.
Length: Version 1 or 2: 42 hours (14 weeks).
Dates: Version 1: August 2003 - November 2005. Version 1: December 2005 - January 2007.
Objectives: Version 1: Discuss the basic concepts and components of a PC; operate Microsoft Windows 98; maintain a PC; utilize and navigate the Internet. Version 2: Same as Version 1; except that operating system is Microsoft Windows XP.
Instruction: Version 1: How computers are used; elements of a computer; EMI; RFI; ESD; tools; safety methods; how system boards and power supplies function and their relation to other components within a computer; function of the BIOS, IRQs, CMOS, and how they relate to one another; explanation of the CPU; expansion bus; memory; removal, examination, and reinstallation of components; differences between various printer and scanner types; different types of storage devices, media types, and how storage devices interact with the computer; function of the POST and how it can be utilized in the troubleshooting process; portable computing, including various types, power requirements; and uses of portable computers; general troubleshooting basics and specific problems with storage devices, system boards, power supplies, and memory; isolating and correcting failures in keyboards, mice, monitors, general adapter cards, and printers; Windows 98 defined; meeting minimum hardware requirements; and installation; running programs and managing documents; customizing Windows 98; utilizing applications within Accessories folder; utilizing Scandisk and Defrag utilities; troubleshooting; creating a startup disk; configuring a network adapter, protocols, and a client in order to create a peer-to-peer network; installing Windows 98 and configuring it to function in a network environment; history of the Internet; terms associated with the Internet; methods of connecting to the Internet; different types of Web browsers; navigating the Internet; e-mail concepts; finding information on the Internet; obtaining an e-mail address; newsgroups; chat programs; IRC terms; shopping online; viruses; troubleshooting the computer; accessing Web sites; setting and organizing favorites; manage browser history and cache features; maintaining hardware on a computer by using software utilities. Version 2: Same as Version 1; except that operating system is Microsoft Windows XP.
Credit recommendation: In the lower division baccalaureate/associate degree category, 2 semester hours in Information Technology (4/03) (12/05 revalidated). NOTE: This course overlaps with A+ Certification Prep (093). If both courses are taken, credit is recommended for the successful completion of only one course. *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

Critical Thinking Skills (088)*
Location: Various approved locations throughout the U.S.
Length: 39 hours (6.5 weeks).
Dates: October 2004 - Present.
Objectives: At the conclusion of this course, the participant will be better able to: find and interpret data contained on reports, spreadsheets, charts, graphs, and tables; problem solving through logical reasoning; solve mathematical word problems through logical reasoning; critique business letters, reports, and memos in light of writing improvement factors.
Instruction: This course is designed to assist participants in developing critical thinking skills in accordance with their preferred learning style for maximum assimilation, retention, and application of new knowledge. It is structured around four key areas: written communication skills, logical reasoning, quantitative problem solving, and finding and using information. Topics covered include: Learning channels; logical reasoning; information organization; communicating in writing; writing with purpose; finding information quickly; seeing the problem; using logical reasoning with numbers; finding and using information; making math real; solving problems with numbers; using logic to solve problems.
Credit recommendation: In the lower division baccalaureate/associate degree category, 2 semester hours as a Humanities/Social Science elective in Critical Thinking Skills (12/04). *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

CTKT (Common Technical Knowledge Test) Test Preparation Series (900/1)
1. Basic Electricity (087)*
2. Basic Electronics (091)*
3. Digital Technology Skills (203)*
4. Intro to PC Hardware (condensed from Computer Support & Maintenance [092]*)
Location: Various approved locations throughout the United States.
Length: Course 1: 30 hours (5 weeks). Course 2: 30 hours (5 weeks). Course 3: 24 hours (8 weeks). Course 4: 12 hours (4 weeks).
Dates: Courses 1, 2, 3, or 4: April 2008 - Present.
Objectives: Course 1: Instructional: Define basic electrical terms: voltage, current, resistance; identify and explain the units of measurement for current and voltage; read simple schematic diagrams of electronic circuits; draw simple wiring symbols to represent electrical connections; identify and explain a series circuit; identify and explain a parallel circuit; use Ohm’s Law to calculate voltage, current, or resistance; calculate combined resistance in a series or parallel circuit; calculate total current in a parallel circuit; apply Ohm’s Law formulas in series or parallel circuits; define the terms: work, power, and energy; use Watt’s Law to calculate power, current, or voltage in a circuit; identify and explain a sine wave; define inductance, capacitance, and impedance; identify and explain the units of measure for inductance, capacitance, and impedance; describe the basic structure and characteristics of a transformer; explain the step-up and step-down action of transformers; name the three meters combined in the V.O.M.; identify and explain the range switch, function switch and jacks on the Simpson 260 V.O.M.; connect a multimeter to a circuit to read voltage, current, or resistance; identify and explain circuit components by their symbols: voltage source, resistor, capacitor, inductor, transformer, voltmeter, ammeter, and switch; use correct circuit symbols to draw and electrical circuit. Laboratory/shop: Use a meter to measure voltage; plot voltage measurements on a graph; use a meter to measure current; plot current measurements on a graph; measure two known values and calculate a third unknown value using Ohm’s Law; create a series resistive circuit, wire resistors in parallel; calculate and measure total resistance; arrange batteries in a series format; measure voltage value; make a simple wiring connection to increase total voltage; identify resistors; compare resistance readings. Course 2:Explain basic electrical terminology and theory; identify the rules governing series, parallel and combination circuits; explain the concept of impedance; calculate power gain using given formulas; identify the basic function of semiconductor devices. Course 3: Discuss basic concepts of electricity; identify the schematic symbol, and describe the basic function of electronic components; discuss the basic structure of engineering and scientific notations and convert between the two; identify the value and symbols for the seven common engineering notation prefixes; convert a value expressed with one engineering prefix to it's equivalent value expressed with a different engineering prefix; discuss the structure of the Base 2, 8, 10 and 16 number systems; convert a non-decimal number it's decimal equivalent; convert a Base 10 number to its Base 2, Base 8, and Base 16 equivalents; convert a Base 2 number to its Base 8 and Base 16 equivalents; convert a Base 8 number to its Base 2 and Base 16 equivalents; Demonstrate a technique to convert a Base 16 number to its Base 2; and Base 8 equivalents; identify the schematic symbol for logic gates; identify the truth table of the basic gates; describe the operation of the NOT, AND, OR, NAND, and NOR gates; Describe the relation of electrical logic levels to a binary digit's value; use basic digital data terminology; discuss the need for error checking in a communication system; discuss parity generation and checking; discuss the basic structure of a telephone network; discuss the basic purpose of a telephone switch; discuss the history of the development of the computer controlled telephone switch; discuss the basic functions of a modern telephone switch; discuss how a customer's analog signal is communicated between central offices; discuss the purpose of a repeater; discuss three types of distortion; discuss the advantages of digital information over analog information; discuss the basic process of analog/digital conversion and various types of encoding and modulation; discuss the purpose of multiplexing; discuss the basic principles of 3 types of multiplexing: SDM, FDM and TDM; discuss the purpose of line encoding; discuss the 3 types of digital data encoding: polar, unipolar, and bi-polar; describe the basic structure and operation of five types of data transmission media; discuss the advantages and disadvantages of five types of data transmission media; identify the names of and basic function of the hardware components in a personal computer; discuss the structure of serial and parallel data communication in a personal computer; discuss the purpose of computer languages; Describe the purpose of and relation between: machine code, assembly language, and high level languages; discuss how information is represented by binary codes. Course 4: Operate and maintain a computer.
Instruction: Course 1: The language of electricity; using electricity at the workplace; Ohm’s Law formula and application; DC series and parallel resistive circuits; power in electric circuits; impedance in AC circuits; measuring circuit values with meters; creating and measuring a voltage source; taking measurements with the ohmmeter; reading circuit diagrams. Course 2: Electrical terminology and theory review; combination circuits and how they function; power, decibels and logarithms; reading circuit diagrams; types of semiconductor devices and how they function. Course 3: Basic concepts of electricity; electrical signal terminology; basic electrical circuits; electrostatic discharge (ESD); waveforms; electronic components; basic function and schematic symbols of common electronic components; engineering and scientific notation; converting between scientific and engineering notation; converting an expression from one engineering prefix to a different engineering prefix; converting non-decimal numbers to decimal numbers; structure of positional numbers systems; converting decimal to non-decimal and non-decimal to decimal; converting a decimal number to non-decimal equivalent; converting a non-decimal number to a different non-decimal base; digital logic gates; definitions; symbols, truth tables and operation of gates; logic diagrams; logic circuit analysis technique; error checking and interactive review; digital data terminology; error checking; digital network; telephone network major components and functions; i.e., transmitting central office components and signals; types of distortion; advantages of digital over analog; disadvantages of digital over analog; analog to digital conversion process; digital to analog conversion process; multiplexing; line encoding; data transmission media; description and applications of various transmission media; advantages and disadvantages of various transmission media; function of basic components of a personal computer; data communication in a computer system; computer languages; information coding. Course 4: Elements of a computer; EMI; RFI; ESD; tools; safety methods; how system boards and power supplies function and their relation to other components within a computer; function of the BIOS, IRQs, CMOS, and how thy relate to one another; explanation of the CPU; expansion bus; memory; removal, examination, and reinstallation of components; differences between various printer and scanner types; different types of storage devices, media types, and how storage devices interact with the computer; function of the POS and how it can be utilized in the troubleshooting process; portable computing, including various types, power requirements; and uses of portable computers; general troubleshooting basics.
Credit recommendation: Courses 1, 2, 3, and 4: In the lower division baccalaureate/associate degree category, 2 semester hours as a technical elective or in the associate degree/certificate category, 2 semester hours in a Trades curriculum (4/08). NOTE: Courses 1, 2, 3, and 4 must all be completed to receive credit. NOTE: This series overlaps in full or in part with individual courses of the same titles, which carry discrete credit recommendations. Care should be taken to avoid awarding duplicate credit. *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

CWNA (Certified Wireless Network Administrator) (219)*
Location: Various approved locations throughout the United States.
Length: 42 hours (14 weeks).
Dates: November 2005 - Present.
Objectives: Describe how wireless technology is used in daily activities; describe how wireless local area networks are used in applications such as education, business, travel, construction, and other areas; explain the advantages and disadvantages of wireless technology; list WLAN devices and describe their basic functions; explain the different types of communication standards and why standards are important; list the three major wireless standards and regulatory agencies and their functions; describe the different IEEE WLAN standards; explain the principals of radio wave transmissions; describe RF loss and gain, and how it can be measured; list some of the characteristics of RF antenna transmissions; describe the different types of antennas; list and describe the wireless modulation schemes used in IEEE WLANS; discuss the difference between frequency hopping spread spectrum and direct sequence spread spectrum; explain how orthogonal frequency division multiplexing is used to increase network throughput; list the characteristics of the Physical layer standards in 802.11b, 802.11g, and 802.11a networks; list and define the three types of WLAN configurations; describe the function of the MAC frame formats; explain the MAC procedures for joining, transmitting, and remaining connected to a WLAN; describe the functions of Mobile IP; explain the steps for planning a wireless network; describe how to design a wireless LAN; describe the steps in deploying a wireless network; explain the ways in which to provide user support; explain what a site survey is; describe the tools that are used in a site survey; describe how to perform a site survey; define information security; explain the basic security protections for IEEE 802.11 WLANs; list the vulnerabilities of the IEEE 802.11 standard; describe the types of wireless attacks that can be launched against a wireless network; list wireless security solutions; describe the components of the transitional security model; describe the personal security model; list the components that make up the enterprise security model; list and describe the tools that are used to monitor a WLAN; explain the procedures for maintaining a wireless network; describe the components of a wireless security policy; explain the wired network settings that can be modified in a wireless network; list troubleshooting techniques for solving RF transmission problems; describe how to solve access point problems; describe the types of wireless device problems and explain how to solve them; define a wireless personal area network; list the technologies of a wireless metropolitan area network; describe the features of a wireless wide area network; discuss the future of wireless networking.
Instruction: Overview of wireless technologies; wireless LAN devices and standards; radio wave transmission principles; IEEE 801.11 standards and media access control and network; planning and deploying a wireless LAN; conducting a site survey; wireless LAN security and vulnerabilities; implementing wireless security; managing a wireless LAN; network settings and wireless LAN troubleshooting; metropolitan and wide area networks.
Credit recommendation: In the lower division baccalaureate/associate degree category, 2 semester hours in Information Technology or Telecommunications (11/05). *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

Data Communications (085)*
Location: Various approved locations throughout the United States.
Length: Version 1: 30 hours (5 weeks). Version 2: 48 hours (8 weeks).
Dates: Version 1: August 2003 - July 2006. Version 2: August 2006 - Present.
Objectives: Version 1: Identify the key components in a data network, the categories of data communications, and the function of DTE and DCE as related to a data network; describe the features of analog and digital signals; discuss the advantages of digital signals over analog technology; describe the features and functions of transmission circuits; identify the features and benefits of the primary form of transmission technology services; discuss the features and functions of host computers; differentiate between display and non-display terminals and between smart and dumb terminals; discuss the function of smart and dumb terminals in a data communication network; identify components of a local area network (LAN); construct and troubleshoot a LAN. Version 2: Discuss the fundamentals of data communication and the agencies and organizations involved in its regulation; discuss how a phone network is constructed; Describe twisted pair, coaxial and fiber optic cable, and how they are used in networks; identify the advantages of one media over another in terms of cost, speed, and data reliability; explain how computers and modems communicate; describe the role of multiplexers in signal transmission; describe the difference between serial and parallel transmissions; identify the differences between asynchronous and synchronous transmission; define digital transmission and explain how it works; describe the role of software in a data communications network; differentiate between wide area and local area network protocols; list the differences among circuit-switching, message-switching, packet-switching, and cell-switching networks; describe the difference between a public network and private network; illustrate the difference between a LAN and a WAN; describe the functions of the Internet and intranets; describe the topologies used in wide area networks and metropolitan area networks; discuss the security duties of a network administrator, the types of physical and software security, and firewalls; list and explain the objectives, standards, and techniques of network management and the effects that wireless networks and e-commerce have on network management; describe Internet services such as search programs, newsgroups, and mailing lists; differentiate between narrowband and wideband communications services; list the differences between narrowband ISDN and broadband ISDN; differentiate between voice-grade and wideband analog circuits; explain how a synchronous optical network (SONET) operates.
Instruction: Version 1: Types of data network topologies and signals; analog and digital signals; bandwidth; encoding; DTE, DCE, modems, CSU, and DSUs; transduction; definition of hertz; binary number system; bits; bits per second; crosstalk; transmission service providers; transmission circuits; dedicated transmission; switched circuits using PTSN; analog and digital dedicated circuits; data terminal devices; network operations; host computers; display terminals vs. non-display terminals; smart vs. dumb terminals; LANs and WANs; hierarchical WANs, linked LANs; value-added networks (VANs);  features and functions of Systems Network Architecture (SNA); hierarchical architecture; network addressable units; logical units; physical units; function of TCP/IP layers; how TCP/IP transports information; TCP/IP applications; overview of data transmission; DTE to DCE protocols and DCE to DCE protocols; LAN protocols; packet technologies features; Synchronous Optical Networks (SONET); data communications equipment; analog and digital communication devices; modulation; line coding; multiplexers; different types of transmission media; twisted pair cable; coaxial cable; fiber optic cable; infrared; microwave; satellites. Version 2: Fundamentals of data communications; constructing a phone network; commuications, media, servers, and clients; wiring cable; communications equipment; data transmissions; protocols; setting up file sharing and sharing files; network concepts; wide area and metropolitan networks; setting up an FTP server; local area networks; network security; network management; the Internet; commuication services.
Credit recommendation: Version 1: In the lower division baccalaureate/associate degree category, 1 semester hour as a technical elective or in the associate degree/certificate category, 1 semester hour in a Trades curriculum (5/03).Version 2: In the lower division baccalaureate/associate degree category, 2 semester hours as a technical elective or in the associate degree/certificate category, 2 semester hour in a Trades curriculum (8/06). NOTE: Portions of this course overlap with Digital Communications and Computer Literacy (Bell South) (090). Credit should not be awarded for (090) if both courses are completed. *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

1. Data Networking (216A)*
2. Telephony Networking (216B)*
3. Convergence Technologies (216C)*
(VoIP Convergence Technologies)
Location: Various approved locations throughout the United States.
Length: Course 1: 21 hours (7 weeks); Course 2: 18 hours (6 weeks); Course 3: 12 hours (4 weeks).
Dates: 1, 2, or 3: December 2005 - March 2006.
Objectives: Course 1: Define networking and identify network architectures, network topology characteristics, and the major network operating systems; explain the Open Systems Interconnection reference model (OSI/RM) and its relationship to the packet creation process and TCP/IP; identify the network devices associated with LANs and WANs and the common cable types used in networking, including coaxial, fiber optic, and twisted pair; explain the TCP/IP architecture, including the TCP/IP suite protocols and their respective RFCs; describe the routing process; identify IP address classes and reserved IP addresses; determine default and custom subnet masks; describe various diagnostic tools for troubleshooting TCP/IP networks. Course 2: Identify the call processing steps (call setup, call connection, call completion); compare analog trunks and station lines; identify electrical characteristics of ground-start and loop-start analog trunks; identify the various types of E&M trunks; describe different Digital Signal Hierarchy (DSH) technologies; describe Pulse Code Modulation in telephony; identify the functions of CLASS 4 (tandem) and CLASS 5 (end-office) switches in regard to PSTN/GSTN; describe various numbering plans (global, NANP, private); identify the differences between FXO and FXS interfaces; identify safety procedures (cabling, power, grounding, ESD, NEBS); identify troubleshooting tools (4-pair tester, inductor/buzzer/toner), lineman’s test handset (butt set), volt meter and laptop; identify various cable terminations (USOC/RJ-nn and ITU/V.nn standards). Course 3: Identify the major industry standards and organizations relevant to convergence technologies; identify components and characteristics of a VoIP network; define the Quality of Service (QoS) technologies used in convergence networks; identify the characteristics of circuit-switched and packet-switched networks; identify the functions of signaling protocols used in convergence networks; configure and utilize an Internet voice connection using Windows NetMeeting.
Instruction: Course 1: Data networking; network operating systems; networking protocols; binding and configuring TCP/IP; LANs and WANs; wiring an RJ-45 cable; TCP/IP suite and internet addressing; TCP/IP protocols; local and remote destination node; converting internet addresses; determining default subnet masks; determining subnet masks and address ranges; determining network address ranges, subnet masks, and CIDR notation; configuing TCP/IP properties; TCP/IP troubleshooting; locating and viewing TCP/IP information in the protocol and services files; using the ping command; using the tracert program; identifying IP configuration and hardware address information; viewing the ARP cache; using the nbstat command. Course 2: Telephony essentials; local telephone connections; the local loop; creating a telephone cable; infrastructure issues and standards; troubleshooting; testing tools; analog and digital signaling. Course 3: Industry standards and protocols; researching standards; enabling voice over IP; configuring Windows NetMeeting for VoIP transmissions; conducting a VoIP call using NetMeeting; network convergence; comparing codecs in a VoIP implementation.
Credit recommendation: Courses 1, 2, and 3: In the lower division baccalaureate/associate degree category, 1 semester hour in a Technology or Telecommunications degree program or as a laboratory in a Technology or Telecommunications degree program or in the associate degree/certificate category, 1 semester hour as a laboratory in a Trades curriculum (12/05). NOTE: Courses 1, 2 and 3 must all be completed to receive credit. NOTE: This three-course sequence, the three-course sequence of the same name with course numbers (224 1, 2, and 3), and VoIP Convergence Technologies Series (216) overlap in content. Credit should be awarded for only one of these learning experiences, if a student should successfully complete more than one. *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

1. Data Networking (224/1)*
2. Telephony Networking (224/2)*
3. Convergence Technologies with IPTV (24/3)*
(VoIP Convergence Technologies)
Location: Various approved locations throughout the United States.
Length: Course 1: 27 hours (9 weeks); Course 2: 18 hours (6 weeks); Course 3: 18 hours (6 weeks).
Dates: 1, 2, or 3: March 2006 - Present.
Objectives: Course 1: Define networking and identify network architectures, network topology characteristics, and the major network operating systems; define networking and identify network architectures, network topology characteristics, and the major network operating systems; explain the pen Systems Interconnection reference model (OSI/RM) and its relationship to the packet creation process and TCP/IP; identify the network devices associated with LANs and WANs, and the common cable types used in networking, including coaxial, fiber optic, and twisted pair; explain the TCP/IP architecture, including the TCP/IP suite protocols and their respective RFCs; describe the routing process; identify IP address classes and reserved IP addresses; determine default and custom subnet masks; describe various diagnostic tools for troubleshooting TCP/IP networks. Course 2: Recognize standard reference nomenclature; identify the call-processing steps; compare and contrast analog trunks and station lines; identify electrical characteristics of ground-start and loop-start analog trunks; identify the various types of E&M trunks in relation to analog trunks; identify various DSH technologies; compare and contrast analog ringing vs. digital alerting in relation to signaling types; identify the primary analog transmission impairments involved in a phone call; identify the need for echo cancellation in 2-wire to 4-wire hybrids; define Pulse Code Modulation in telephony; identify the functions of class 4 (tandem) and class 5 (end-office) switches in relation to PSTN/GSTN; identify various numbering plans; recognize Digital Signal Hierarchy (DSH) terminology (STRATUM); distinguish between FXO and FXS interfaces;identify safety procedures; determine proper cabling procedures in specific environments (PVC vs. plenum); identify troubleshooting tools; identify the symptoms of improper clocking configuration; identify various cable terminations; compare and contrast the signaling of ground-start and loop-start analog trunks; compare and contrast in-band and out-of-band signaling; describe the signaling functions of ISDN and SS7; compare and contrast E&M, ground start, loop start, and OPX in relation to signaling types (A, B, C and D bits); compare and contrast analog dialing (DTMF) vs. digital addressing (set-up messages) in relation to signaling types. Course 3: Discuss the various standards agencies in the telecommunications industry; discuss the major industry standards in convergence technologies; identify and define the various IEEE 802 and ITU protocols; discuss Requests for Comments (RFCs) used in convergence technologies; discuss the functions of gatekeepers and gateways; define delay, latency, jitter and wander, and identify their impact on real-time communications; identify the importance of a jitter buffer;
identify the impact of large data frames on real-time communications; recognize the need for Quality of Service (QoS) for converged networks; identify QoS technologies for converged networks; identify common codecs and their bandwidth requirements in a converged environment; describe the impact of compressing voice in a network; compare and contrast the use of T1, E1 and J1 trunks for data and voice; identify the factors that affect the bandwidth of packetized voice; identify requirements for transporting modem and fax transmissions through a converged solution; identify the characteristics of circuit-switched and packet-switched technologies; identify the differences between the call flow in convergence-based calls and the call flow in circuit-based calls; discuss how IPTV works and the underlying technology.
Instruction: Course 1: Data networking; network operating systems; networking protocols; binding and configuring TCP/IP; LANs and WANs; wiring an RJ-45 cable; TCP/IP suite and internet addressing; TCP/IP protocols; local and remote destination node; converting internet addresses; determining default subnet masks; determining subnet masks and address ranges; determining network address ranges, subnet masks, and CIDR notation; configuing TCP/IP properties; TCP/IP troubleshooting; locating and viewing TCP/IP information in the protocol and services files; using the ping command; using the tracert program; identifying IP configuration and hardware address information; viewing the ARP cache; using the nbstat command. Course 2: Telephony essentials; local telephone connections; the local loop; creating a telephone cable; infrastructure issues and standards; troubleshooting; testing tools; analog and digital signaling. Course 3: Industry standards and protocols; researching standards; enabling voice over IP; configuring Windows NetMeeting for VoIP transmissions; conducting a VoIP call using NetMeeting; network convergence; comparing codecs in a VoIP and IPTV implementation.
Credit recommendation: Courses 1, 2, and 3: In the lower division baccalaureate/associate degree category, 1 semester hour in a Technology or Telecommunications degree program or as a laboratory in a Technology or Telecommunications degree program or in the associate degree/certificate category, 1 semester hour as a laboratory in a Trades curriculum (2/07). NOTE: Courses 1, 2 and 3 must all be completed to receive credit. NOTE: This three-course sequence, the three-course sequence of the same name with course numbers (216 A, B, and C), and VoIP Convergence Technologies Series (216) overlap in content. Credit should be awarded for only one of these learning experiences, if a student should successfully complete more than one. *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

Digital Communications and Computer Literacy (Bell South) (090)*
Location: Various approved locations throughout the U.S.
Length: 30 hours (5 weeks).
Dates: November 2004 - Present.
Objectives: Perform calculations using decimal, binary and hexadecimal numbering systems; explain the function of logic gates; identify the process of digital transmissions; identify the various types of networks and their function.
Instruction: Decimal, binary and hexadecimal number systems; fiber optic network basics; basics of digital transmission; types of voice and data networks.
Credit recommendation: In the lower division baccalaureate/associate degree category, 1 semester hour as a technical elective or in the associate degree/certificate category, 1 semester hour in a Trades curriculum (12/04). NOTE: This course overlaps with portions of Data Communications (085) and Digital Subscriber Line (086). Credit should not be awarded for this course if (085) or (086) have also been completed; however credit can be awarded for both (085) and (086). *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

Digital Subscriber Line (086)*
Location: Various approved locations throughout the U.S.
Length: 30 hours (5 weeks).
Dates: June 2004 - Present.
Objectives: Perform the various methods and procedures for successful installation of high-speed internet connections for homes and businesses; discuss two types of networks; define a network; identify and explain the OSI model; define TCP/IP; discuss DSL basics; discuss the importance of testing the line; identify trouble conditions; repair or resolve trouble conditions with the sidekick meter; discuss common problems encountered on the PSTN and DSL lines; identify potential hazards; explain the proper methods for avoiding and circumventing hazardous situations; discuss proper utilizations of personal protective equipment; apply safety procedures; identify basic computer hardware; identify common computer peripherals; identify and explain the OSI model; discuss TCP/IP; discuss the basic components of a network; discuss the basic functions of hubs, routers, switches, and bridges; field service & point of presence; work properly with wiring, equipment, materials, and tools; install the splitter; disconnect the customer form the SNI; install new and existing customer wire at the splitter; connect the splitter to dial tone in the SNI; discuss the function of the Sunrise meter; attach a 25 pair cable to a plywood surface; attach a 66-teminating block to a plywood surface; attach a customer phone jack to a plywood surface; insert a bridge clip on the 66 block for continuity; terminate a 25 pair wire onto the 66 block, following industry color code scheme; terminate a twisted pair cable into the 66 block and into the phone jack; tone and probe telephone wire and cable; utilize the butt set; identify the SNI/SNB; identify the splitter; wire the SNI/SNB; terminate wire from the Splitter into the 104A jack; install input and output devices; remove input and output devices; remove computer case covering; install NIC cards; remove NIC cards; install proper drivers for NIC cards.
Instruction: DSL history, DSL terms, ADSL needs, ADSL architecture, DSLAM, FDM, design and function of the telephone network, analog and digital data, cpu, associated equipment, voice range and bandwidth, decibels, cable design, bridge taps, and safety methods; wiring, equipment, material and tools used in DSL installation; minimum point of entry; standard network interface; stand alone protector; serving terminal, splitters; automatic number identification; and direct access test unit; basic computer hardware and some common computer peripherals; problems that are encountered when installing and repairing ADSL lines; concepts explored include TCP/IP, file transfer, remote login, computer mail, servers, terminal servers, network oriented window systems, TCP/IP layers, network basics, topology, network operation and management, and future technologies and trends; ADSL testing,VF-TIMS testing, and cable maintenance testing; the time domain reflectometer, load coil detector, and digital multimeter; typical components involved in network systems for delivering DSL throughout a client server network; potential hazards; proper methods for avoiding and circumventing hazardous situations; how to properly utilize personal protective equipment; employer training for DSL technicians; DSL installation flowchart.
Credit recommendation: In the lower division baccalaureate/associate degree category, 1 semester hour in a Technology or Telecommunications degree program or as a laboratory in a Technology or Telecommunications degree program or in the associate degree/certificate category, 1 semester hour as a laboratory in a Trades curriculum (9/04). NOTE: Portions of this course overlap with Digital Communications and Computer Literacy (Bell South) (090). Credit should not be awarded for (090) if both courses are completed. *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

Digital Technology Skills (204)*
Location: Various approved locations throughout the U.S.
Length: 24 hours (8 weeks).
Dates: January 2004 - Present.
Objectives: Discuss basic concepts of electricity; identify the schematic symbol, and describe the basic function of electronic components; discuss the basic structure of engineering and scientific notations and convert between the two; identify the value and symbols for the seven common engineering notation prefixes; convert a value expressed with one engineering prefix to it's equivalent value expressed with a different engineering prefix; discuss the structure of the Base 2, 8, 10 and 16 number systems; convert a non-decimal number it's decimal equivalent; convert a Base 10 number to its Base 2, Base 8, and Base 16 equivalents; convert a Base 2 number to its Base 8 and Base 16 equivalents; convert a Base 8 number to its Base 2 and Base 16 equivalents; Demonstrate a technique to convert a Base 16 number to its Base 2; and Base 8 equivalents; identify the schematic symbol for logic gates; identify the truth table of the basic gates; describe the operation of the NOT, AND, OR, NAND, and NOR gates; Describe the relation of electrical logic levels to a binary digit's value; use basic digital data terminology; discuss the need for error checking in a communication system; discuss parity generation and checking; discuss the basic structure of a telephone network; discuss the basic purpose of a telephone switch; discuss the history of the development of the computer controlled telephone switch; discuss the basic functions of a modern telephone switch; discuss how a customer's analog signal is communicated between central offices; discuss the purpose of a repeater; discuss three types of distortion; discuss the advantages of digital information over analog information; discuss the basic process of analog/digital conversion and various types of encoding and modulation; discuss the purpose of multiplexing; discuss the basic principles of 3 types of multiplexing: SDM, FDM and TDM; discuss the purpose of line encoding; discuss the 3 types of digital data encoding: polar, unipolar, and bi-polar; describe the basic structure and operation of five types of data transmission media; discuss the advantages and disadvantages of five types of data transmission media; identify the names of and basic function of the hardware components in a personal computer; discuss the structure of serial and parallel data communication in a personal computer; discuss the purpose of computer languages; Describe the purpose of and relation between: machine code, assembly language, and high level languages; discuss how information is represented by binary codes.
Instruction: Basic concepts of electricity; electrical signal terminology; basic electrical circuits; electrostatic discharge (ESD); waveforms; electronic components; basic function and schematic symbols of common electronic components; engineering and scientific notation; converting between scientific and engineering notation; converting an expression from one engineering prefix to a different engineering prefix; converting non-decimal numbers to decimal numbers; structure of positional numbers systems; converting decimal to non-decimal and non-decimal to decimal; converting a decimal number to non-decimal equivalent; converting a non-decimal number to a different non-decimal base; digital logic gates; definitions; symbols, truth tables and operation of gates; logic diagrams; logic circuit analysis technique; error checking and interactive review; digital data terminology; error checking; digital network; telephone network major components and functions; i.e., transmitting central office components and signals; types of distortion; advantages of digital over analog; disadvantages of digital over analog; analog to digital conversion process; digital to analog conversion process; multiplexing; line encoding; data transmission media; description and applications of various transmission media; advantages and disadvantages of various transmission media; function of basic components of a personal computer; data communication in a computer system; computer languages; information coding.
Credit recommendation: In the lower division baccalaureate/associate degree category, 1 semester hour as a technical elective or in the associate degree/certificate category, 1 semester hour in a Trades curriculum (5/04). NOTE: Some offerings of this course are combined with Basic Electricity (087). In these instances, the separate credit recommendation for each course continues to apply. *NOTE: Course numbers on transcripts may reflect different prefixes depending upon where a course is offered.

1. Fiber Optics: Part One (238)*
2. Fiber Optics: Part Two (239)*
Location: Various approved locations throughout the U.S.
Length: Course 1. 15 hours (5 weeks). Course 2. 15 hours (5 weeks).
Dates: Courses 1 or 2: April 2006 - Present.
Objectives: Courses 1 and 2: Discuss basic terminology and concepts; discuss the history of fiber optics communications; discuss basics of fiber optics technology, the components used, and their installation; discuss applications of fiber optics communications systems; describe common types of cables and discuss where they are used; identify basic types of connections and splices; prepare fiber optic cable; pull, splice, and terminate fiber optic cable; test fiber optic cable using power meters and OTDRs.
Instruction: Courses 1 and 2: These courses address applications of fiber optics including telephone, CATV, and computer networks. Discussion centers on the basics of technology, the components used, and how to design and install fiber optics; new applications, and new components and processes that have become widely used in the industry; and the future of this rapidly evolving technology. Topics covered include: basics of fiber optic technology, components, and applications; industry standards that apply to the cable plant, installation, and testing; safety and how to handle and install fiber optic components safely; how fiber optics is used in telecom, datacommunications, CATV networks, CCTV, security, and process control; the basics of network cable plant design; cable types and specifications; choosing an appropriate cable, handling cables, and pulling cables; connector types, terminating, fusion and mechanical splices, and installation tools; installation of connectors on fiber optic cables; test procedures, specifications, and standards; types of fiber optic test equipment, specifications, and applications; and performing basic tests; testing cables, connectors, splices, network equipment, fault location, and testing installed cables with OTDRs.