Computer Technician Training Syllabus

Program: Computer Technician Training

Educational Objective: CTT graduates are suited to a wide variety of entry-level jobs such as technical support specialists, customer service representatives, desktop/deskside support both on and off-site, and technical and retail sales positions. More information about these careers is available by their Standard Occupational Classification (SOC) Codes; 15-1151, 43-4051, 43-9061, 43-5081, 41-4011, 41-4012.

Length of program: 3 months

Schedule: Monday - Thursday 2 pm - 5 pm

All program materials are available on CTP’s eLearning platform (no textbooks are required): https://training.ctpskillcenter.com/

Instructional mode or methods: Classes are conducted in real-time in instructor-led sessions via Zoom

Class Outline

Standing Assignments: Repeated every week

  • Every Day: What I did today post
  • Every Week: Complete 3 hours of content in Skillsoft
  • Thursdays: Present a technology news article and lead discussion
Power of Wellness Module

Week 1

  • Google Sheets Introduction
  • POW Appointment Confirmations and Reminders
  • POW Scheduling Google Sheets
  • POW Customer Scenarios 1
  • Monthly Email for Returning Participants
  • Accountability Assignment: POW Call-In Appointment Scheduling
  • POW Customer Scenarios 2
  • Powhealth.biz Website Review
  • WordPress Introduction
  • Creating Your WordPress Bio

Week 2

  • Pre-Lab: Computer Hardware
  • Required Lab: BIOS Exploration
  • Required Lab: Disk partitions of Installed OSs
  • Advanced Lab: Virtual Machine Storage
  • Further Exploration: Exploring disk options in VMMs
  • Quiz: OS Startup vs Storage
  • Presentation: What happens when you power on a PC?
  • Presentation: Windows Boot Process
  • Presentation: BIOS vs UEFI

Week 3

  • Pre-Lab: Drive Imaging
  • Required Lab: Drive Imaging with True Image
  • Advanced Lab: Drive Imaging with Other Imaging Options
  • Further Exploration: Drive Imaging
  • Quiz: Drive Imaging

Week 4

  • Phone Setup
  • Basic Phone Skills
  • Video: Bad Customer Service vs. Good Customer Service(1:36)
  • POW Customer Service Roleplays
  • Accountability Assignment: POW Call-in Appointment Scheduling
  • POW Phone Scripts
  • Video: When the Phone Rings(20:07)
  • Recording a Greeting
  • Digital Receptionist
  • Managing Phone Calls
  • POW Written Customer Service Responses
  • POW Customer Service Responses (“Needy” Customers)
  • Video: The Bar is So Low - The Realities of Memorable Service (18:53)
  • End of Month Reflection (Rose, Thorn, Bud Exercise)
  • POW Needy Customer Service Roleplay "Setting Policy"
BerkMart Module

Week 1

  • Orientation
  • Assignment: Monthly Email for Returning Participants
  • Accountability Assignment: Tools for Focusing
  • Web Browser Review
  • Advanced Web Browser Review
  • Google Sheets Introduction
  • Event Project
  • Google Slides Introduction
  • BerkMart Conference Slide Show
  • Google Docs Introduction and Review
  • Google Doc Formatting Project

Week 2

  • Remote Connectivity
  • Pre-Lab: Remote Connectivity
  • Required Lab: Remote Connectivity
  • Required Lab: Building a PC for a Purpose
  • Advanced Lab: Remote Connectivity / 2-Layers
  • Further Exploration: Remote Connectivity
  • Quiz: Remote Connectivity and Hardware
  • Presentation: Virtual Private Networks (VPN)
  • Presentation: Computer Hardware - What's in the case?

Week 3

  • Coding and Web Servers
  • Pre-Lab: Coding and Web Servers
  • Required Lab: Try Scratch
  • Required Lab: HTML on a VM Web Server
  • Advanced Lab: HTML Advanced Lab
  • Further Exploration: Research other web server ideas.
  • Demonstration: How to use Scratch
  • Quiz: Coding and Robotics

Week 4

  • Phone Setup
  • Basic Phone Skills
  • BerkMart Phone Scripts
  • Message Taking Practice
  • Leaving a Message Exercise
  • Recording a Greeting
  • Video: Telephone Connection (17:18)
  • BerkMart Phone Circus
  • Written Customer Service Responses
  • Video: Listening Under Pressure (14:03)
  • End of Month Reflection (Rose, Thorn, Bud Exercise)
  • How to Handle an Irate Customer on the Phone
  • BerkMart Customer Service Roleplays
Sunshine Express Module

Week 1

  • Orientation
  • Assignment: Monthly Email for Returning Participants
  • Gmail Introduction Tutorial
  • Fix These Letters Assignment
  • Business Letter Formatting Guide
  • Cover Letter Assignment
  • Useful Phrases for Cover Letters
  • Cover Letter Samples
  • Search Engine Modifiers
  • Google Sheets Introduction
  • Girl Scout Cookies Google Sheet Exercise
  • Google Sheets Wage Table Project
  • Google Sheets Core Attendance Assignment

Week 2

  • Project Inception
  • Notes: Project Inception Overview
  • Phase 1 - VirtualBox (Home Computer)
  • Phase 2 - VirtualBox (Remote Host)
  • Phase 3 - Virt-Manager
  • Phase 4 - Windows Virtual Machines
  • Phase 5 - Virtual Network Building Block
  • Phase 5b - Sharing a network folder
  • Phase 6 - ProxMox / 2-Layer Network
  • Phase 7 - Further Exploration
  • Quiz: Project Inception
  • Presentation: Introduction to Networking Part 1

Week 3

  • Networking
  • Pre-Lab: Networking
  • Required Lab: Network Building Block
  • Advanced Lab: 2-Layer Network
  • Further Exploration: Networking
  • Quiz: Private or Public IPs
  • Quiz: Networking
  • Presentation: Introduction to Networking Part 1
  • Presentation: Essential Networking Tools
  • Presentation: Networking Services (DHCP, DNS, etc)
  • Presentation: IP and Other Protocols

Week 4

  • Phone Setup
  • Instructor Demonstration: Google Docs (Styles)
  • Independent Challenge
  • Writing a Professional Email
  • Useful Phrases for Professional Communication
  • How to Create an Email Signature
  • Assignment: Professional vs Informal Email
  • Email Etiquette Exercise
  • Video: Customer Service Counts (17:10)
  • Basic Phone Skills
  • Sunshine Express Phone Scripts
  • Video: Dealing with the Irate Customer (20:55)
  • Managing Phone Calls
  • Sunshine Express Written Customer Service Responses
  • End of Month Reflection (Rose, Thorn, Bud Exercise)
  • Customer Service Role-play: Sunshine Express
  • Upset Customer Scenarios