Final Training Test|Please fill in all your information and answer all questions.  There are both T-F and multiple choice questions.  There is only one correct answer for each.  You may use the resources available to you for answering each of these questions.  The only thing you can't do is to ask someone for the answer.|Please enter your Full Name:|Your Email Address:|Your ID Number or Password:|Who is the CEO of netINS? # Richard M. Vohs %% Mike Eggley %% William Shutters %% Keith Richards %%|Who is the Manager of Tech Support? # Richard M. Vohs %% Mike Eggley %% William Shutters %% Vicki Chia %%|What is the URL path for the netINS home page? # http://www.google.com %% http://www.netins.net %% http://www.netins.com %% http://noc.netins.net %%|What response do Tech Support personnel give when a customer asks for a recommendation on a 56k modem? # US Robotics is the best. %% Any 56k hardware modem. %% Unfortunately, I am unable to recommend any specific modem. %% Anything over $100.  Don't get the cheap ones.  You really get what you pay for. %%|What command do you use to change your username in mIRC? # /name %% /join %% /me %% /nick %%|What is the procedure if you are going to be late for work or are sick and will not be in at all? # Call a supervisor, LST, or overnight tech on duty and have a real time conversation with them. %% Call the supervisor's home phone and leave a message on their answering machine. %% Send an e-mail to leadtech@netins.net. %% Just don't show up for work.  The supervisors will assume that you are sick and won't be in. %%|When do you record personal time in Lawson? # When you go on vacation. %% When you are sick. %% When you are late for work. %% All of the above. %%|If a tech works 5 hours what should Lawson look like for that day's hours? # REGH     10     1     885310     662000 %% OT     5     1     880100     662100 %% REGH     5     1     895100    662100 %% TRN     10     1     853100     662000 %%|What do you say when a customer asks a question about hardware or software that we do not distribute? # "We don't support that" %% "Let me look up their website and I will see what I can do to help you" %% "Please wait for a few minutes and I will transfer your call to a Level 2 tech or supervisor." %% "We do not have technical documentation on that product.  Please call the manufacturer or distributer of that product." %%|What options can you use to search for a customer's call history in the Userfiles? # Real Name %% Username %% Phone Number %% All of the above %%|What Windows operating system do we fully support as stated in the Installation Manual? # Windows 95/98/ME/NT/2000/XP %% Windows 3.x/95/98/ME %% Windows (95/98/Me/2000/XP) %% Windows NT/2000/XP %%|What are the minimum OS requirements for a Macintosh computer as stated in the Installation Manual? # OSX %% versions 7.5.5 and above %% versions 8.6 and above %% We do not support Macs %%|If a customer does not understand the directions you are giving over the phone, you should____. # Repeat the directions over and over until they do understand. %% Rephrase your directions until they do understand. %% Speak louder as they probably can't hear you. %% Tell them they aren't smart enough to have a computer and hang up on them. %%|What is the proper greeting when answering calls in Tech Support? # "Hi, this is ____. How can I help you?" %% "Tech Support.  What do you want?" %% "Good morning/afternoon/evening Internet Tech Support?" %% "Thank you for calling Technical Support.  This is "your name". May I have your name please?  Hello "customer name', how may I help you?" %%|Where do you set up a dialing program for a Macintosh computer using OS 9.x? # Remote Access %% Free PPP %% TCP/IP %% DUN %%|How do you set up the dialing program for a PC ? # Apple icon->Control Panels->Remote Access %% Icon->Free PPP %% My Computer->Modem Control Panel->SetUp %% Run->inetwiz->Internet Connection Wizard. %%|Where do you enter the DNS numbers in a Macintosh computer running 9.x? # Remote Access %% Free PPP %% TCP/IP %% DUN %%|Where do you check the radius logfile activity for an Ace Communications customer? # Pathworks %% Ask a Level 2 tech or supervisor. %% WebAdmin site %% vISP %%|What does it mean when you see "admin reset" in the logfiles? # The customer's Network Administrater changed their settings. %% They have tried to log on to the Internet with the same username and password again when they are already connected. %% They are using the wrong username or password. %% All of the above %%|What information do we validate before giving a vISP customer their password? # Their shared secret. %% Their social security number. %% Send them to a Level 2 tech or supervisor. %% Dig around on your supervisor's desk for the information. %%|Where do you find the information in question 20? # magnesium.netins.net %% vISP %% TCP/IP %% CSI/RACv2 %%|If not_set is listed in the Shared Secret field, what should you do? # If it is normal business hours, contact Accounts through IRC. If it is after business hours contact the LST on point. %% Give out the password anyway. %% Call the up the local government office to see if they have it. %% Tell the user you have to close out their account. %%|What do you do if a customer is having trouble installing their modem? # Refer them to their modem or computer manufacturer. %% Help them install the modem if you are A+ Certified. %% Tell them we don't support that. %% Tell them you can't help them do that and and it is their responsibility to get it done, no matter what it takes.  Then hang up on them. %%|Where do you find out how busy the modem racs are for a netINS town? # netINS MRTG Modem Info off the Search page. %% netINS MRTG found in the ToolBox.. %% Under 'General Information' on the noc tools page. %% All of the above. %%|What is the URL path for netINS Webmail? # webmail.jtt.net %% netins.net.webmail %% webmail.netins.net %% www.webmail.netins.net %%|When a customer tells you they are getting busy signals when connecting what do you do? # Transfer them to a Level 2 or Supervisor. %% Check their connect number, test dial at least 3 times, and if you can verify the busy signals, check to see if that town is already reported and if not, create a "Busy Signal Report".  Then let the customer know you have reported the busy signal and that our technicians will resolve the issue ASAP. %% Go into the Network Control Panel and disable WINS and enable DNS Configuration. %% Ask the customer to call the telco.. %%|What is the difference between how netINS customers and Customer Support Services (CSS) customers authenticate? # No difference %% Only CSS customers use their full email address and password to connect. %% Only netINS customers use their username and password to connect. %% CSS customers use only their username and password to connect. %%|Our current e-mail servers are referred to as the ___ Cluster. # RACv2 %% CGP %% NEC %% POP3 %%|We offer filtering at the server level to remove most SPAM and viruses. # True %% False %%|How do you handle an CSS customer that has abuse questions during business hours? # Ask for Abuse in the mIRC main channel. %% Tell them we do not handle their abuse cases and tell them to call the telco. %% Give them the "abuse@CSS.domain" address and ask them to forward the email to that address. %% Check the CSS cheat sheet and follow procedures outlined there. %%|What is the incoming mail server name for netINS customers? # pop3.netins.net %% smtp.netins.net %% pop3.iowatelecom.net %% smtp.iowatelecom.net %%|What is the incoming mail server name for Schallertel.net customers? # pop3.netins.net %% smtp.netins.net %% pop3.schallertel.net %% smtp.schallertel.net %%|What is the outgoing mail server name for netINS customers? # pop3.netins.net %% smtp.netins.net %% mail.netins.net %% mail %%|What is the outgoing mail server name for Ace Communications customers? # mail.netins.net %% mail %% email.ace.com %% email.acegroup.cc %%|What should a netINS customer do if they are receiving threatening e-mails? # Send the offensive e-mail with all headers to abuse@netins.net %% Send the offensive e-mail without the headers to support@netins.net %% Reply to the e-mail and ask the offender to cease and desist. %% Nothing.  They should just delete the e-mail.. %%|What server would a customer use to upload their files for their Basic Showcase account? # upload.iowatelecom.net %% showcase.netins.net %% basic.netins.net %% ftp.netins.net %%|What server would a customer use to upload their files for their South Slope Personal Web Space? # ftp.southslope.net %% showcase.netins.net %% basic.southslope.net %% ftp.netins.net %%|What is the URL path of a customer's Basic Showcase account? # http://www.southslope.net/~username/ %% ftp://showcase.southslope.net/~username %% http://showcase.netins.net/~areaname %% http://showcase.netins.net/web/areaname %%|What is the URL path of a Dunkerton user's Personal Web Space account? # http://www.dunkerton.net/~username/ %% ftp://www.dunkerton.net/~username/ %% http://showcase.netins.net/~areaname %% http://showcase.netins.net/web/areaname %%|How much free webspace do netINS and vISP customers get respectively? # 20 and 10 %% 10 and 20 %% 50 and 25 %% 10 each %%|What do you do with netINS Web Hosting questions? # Transfer all of them to a Level 2 tech or supervisor. %% Use the Web Services tab in the CPR. %% Have the customer call the telco. %% We do not support Web Hosting accounts. %%|How do you determine if a Web Hosting customer is on the Cluster (Standard Hosting ) or Bronze, Silver or Gold (Hostopia)? # Look at the userfiles for the customers dial-up/DSL account information %% Use the Unix Utilities in RACv2 to do an NSLOOKUP to find the domains IP. %% Go to the NOC Tools page and check the database there. %% Ask the user %%|Where do you find a Standard Web Hosting customer’s admin username and password? # In RACv2 under User Administration %% In RACv2 under Logfiles %% In RACv2 under Web/Mail Hosting Administration %% In RACv2 under Unix Utilities %%|Who can be told the username and password for a Web Hosting Account. # Billing or Administrative Contact %% Administrative Contact only %% Anyone with a valid account on the Web/Mail Hosting Account %% The person with the netINS e-mail address associated with the account. %%|We trouble-shoot a customer's html code. # True %% False %%|If you do not find an F&B Communications customer in the CSI, how do you proceed? # Ask a Level 2 tech or Supervisor to look up the customer for you. %% Transfer the customer to F&B Communications so they can set up the account. %% Log into the FBCom Admin site, find the customer in their customer list and create a new CSS account in the CSI. %% Create a new account each time an F&B Communications customer calls in as the application is not able to save account information for these customers. %%|What is the difference between a MAC address, Network adapter address, physical address and a hardware address? # They are all assigned different IP addresses. %% There is no difference.  They are different names for the same thing. %% They are all different components that have unique functions and addresses when connecting with a 56k modem. %% They are all associated with different kinds of DSL modems and determine what drivers are used. %%|What information should be passed on to the Level 2 tech on point when you have questions about a customer's DSL issues? # The customers e-mail addresss and password. %% What town and telco they are connecting from. %% Their MAC address, OS and their real name plus and short explanation of what has been done. %% When all customer information is filled out and correct, use the L2 button in the CPR. %%|How do you find the IP and MAC addresses for a computer running Win95/98/ME as an OS? # At the run command type in 'winipcfg'. %% At the run command enter 'ipconfig'. %% At the run command enter 'regedit'. %% At the run command enter 'command' and at the c:\ prompt enter 'ipconfig/all'. %%|How do you find the IP and MAC adressees for a computer running Win2000/XP as an OS? # At the run command type in 'winipcfg'. %% At the run command enter 'ipconfig'. %% At the run command enter 'regedit'. %% At the run command enter 'command' and at the c:\ prompt enter 'ipconfig /all'. %%|How do you find the IP and MAC addresses on a Mac running OS 8.6 -9? # Open Remote Access...the information is listed under the 'File' tab. %% Open TCP/IP and click on the 'Info' button.  The hardware address will be listed there. %% Open System Preferences, click on the 'File' tab and the MAC address will be there. %% Apple computers do not use MAC addresses to do broadband connections.  The use IFM instead. %%|It is necessary to check if the MAC address on high speed customer's computer matches what is posted in their account information in CSI. # True %% False %%|What logfile do you check for a netINS customer's DSL connection? # CGP %% IFM %% DHCP %% ADSL %%|What will you see in a netINS DSL customer's logfile the first time they successfully connect? # DHCPDISCOVER - DHCPOFFER %% DHCPREQUEST - DHCPACK %% All of the above. %% None of the above %%|When entering the MAC address to check the logfiles for DSL you use the following format: # 00.20.35.83.22.a8 %% 00-20-35-83-22-A8 %% 00/20/35/83/22/a8 %% 00:20:35:83:22:a8 %%|A DSL customer's connection for their browser and mail client should be set to _____. # DHCP %% LAN %% DUN %% TCP/IP %%|How do you power cycle most external DSL modems? # You have the customer log off their computer and log back on.  Check the  lights on the modem. %% You have the customer reboot their computer.  Unplug the computer.  Turn the computer back on and check the modem lights. %% Explain to the customer that if the lights aren't on that there is something wrong with their modem and refer them to their modem manufacturer and/or telco. %% Unplug modem power...power down computer...unplug computer...leave for 30 seconds...plug in modem power cord..plug in the computer...turn on the computer and check the lights on the modem. %%|What is the difference between dynamic and static IP's? # Nothing...they are exactly the same thing with different names. %% Dynamic IP's are for netINS customers only and Static IP's are for all CSS customers only. %% Dynamic IP's may change each time the computer connects and Static IP's are assigned so that each time a computer connects it uses that assigned IP. %% We do not recommend using either as they cause security issues.  Customers use IFM addresses instead. %%|We are able to change both usernames and passwords for our CSS customers. # True %% False %%|Where do we find the current mail logfiles for a netINS customer? # CGP [mail logs] in RACv2 %% CGP [radius logs] in magnesium.netins.net %% Pathworks or Athene %% Ask the Level 2 on point or a supervisor. %%