Advanced Certificate in Infrastructure Support

The " Servers Basics" module imparts comprehensive knowledge and practical skills in server administration and virtualization concepts. Learners gain expertise in managing server hardware, physical inventory, and asset tracking. They also acquire the ability to install and configure operating systems (OS), troubleshoot OS, application, and network configurations, and emphasize post-installation server maintenance for data security.

Through hands-on projects, learners develop as IT Support Associates. They learn to acquire and configure new servers, deploy monitoring servers for performance tracking, and align servers with business needs by recommending appropriate architecture, storage, and networking setups. Tasks encompass managing storage, creating RAID setups, configuring SMB shares, scripting, static addressing, and network scanning.

After completion, learners have a strong server foundation. They proficiently support server administration, network troubleshooting, storage management, and data security, contributing to optimized performance and data integrity in an organization"s IT infrastructure.

The "Network Basics " module equips learners with crucial networking knowledge and skills. Topics span OSI Model Network Functions, Ethernet deployment and troubleshooting, IPv4 and IPv6 support, router configuration, network topologies, transport layer protocols, network services, network applications, security concepts, secure network support, wireless network deployment, WAN links, remote access, organizational security, disaster recovery, network hardening, and cloud architecture.

Module projects enhance practical skills. Learners troubleshoot service and security issues, configure IPSec policies, back up configurations, scan server segments, and document DNS records and DHCP clients. Proficiency in these tasks showcases their ability to maintain network integrity, availability, and recoverability, bolstering an organization"s IT infrastructure stability and efficiency.

The "IT Operating Systems Deployment" module empowers participants with vital knowledge and skills essential for proficient operating system management. Commencing with the configuration and administration of Microsoft 365, the curriculum prioritizes tenant administration and explores synchronization, security services, and threat protection with Microsoft Defender. Furthermore, participants delve into the intricacies of data governance and compliance within Microsoft 365, honing competencies crucial for effective navigation in these domains.

In practical application, participants engage in projects such as "Migrating a Small Business to Microsoft 365" and "Implementing Sensitivity Labels with Azure Information Protection Unified Labels." These projects offer hands-on experiences, emphasizing the implementation of sensitivity labels and Azure Information Protection Unified Labels. Through these endeavors, participants deepen their understanding of Microsoft 365 while cultivating practical abilities essential for successful operating system installation and configuration. This comprehensive module ensures participants not only acquire theoretical insights but also develop practical proficiency, preparing them to adeptly manage the evolving landscape of operating systems.

The " IT Operating Systems Support " module offers participants a comprehensive understanding of endpoint management and device enrollment, enabling them to configure profiles for users and devices effectively. Exploring application management, authentication, compliance, and endpoint security, participants gain insights into managing these critical facets using both on-premises and cloud-based tools. This knowledge equips learners with the proficiency needed to navigate the complexities of modern operating systems.

Through hands-on projects like "Enterprise Desktop Life Cycle Management," participants delve into the various phases of the enterprise desktop life cycle. This includes a detailed exploration of each phase, providing a nuanced understanding of the life cycle model. Additionally, the project "Configuring Endpoint Security using Intune" enables participants to apply their knowledge by configuring the Windows Security Experience and Microsoft Defender Antivirus policy in Intune. By syncing managed devices and verifying configurations, participants develop practical expertise in endpoint security management. These projects ensure that participants not only comprehend the theoretical aspects of operating system support and maintenance but also acquire the practical skills necessary for effective implementation and management in real-world IT environments. 

The "Cloud & Linux Fundamentals" module offers learners a comprehensive understanding of Cloud computing and Linux operating systems. Through a series of instructional units, learners will acquire essential knowledge and skills in both domains.

In the cloud computing segment, learners will explore cloud concepts, architecture, services, and cost management strategies. They will delve into cloud governance and security practices, enabling them to maintain compliance and optimize performance.

In the Linux fundamentals section, learners will master Linux administration, user management, and file permissions. They will develop proficiency in text file creation, software management, storage administration, and network settings. Emphasis will be placed on security measures to protect systems and networks effectively, covering topics such as encryption, firewalls, and intrusion detection systems. Learners will acquire proficiency in Bash and Shell scripting, automating tasks, and streamlining system administration processes. Additionally, learners will gain insights into system services and network configurations for seamless operations.

Upon completion of the module, learners will possess the expertise to administer, configure, and troubleshoot Linux systems with confidence. They will be equipped to implement robust security protocols, manage user access, and ensure data integrity within Linux environments. This module provides a solid foundation for individuals aspiring to pursue careers in Linux administration and related fields.

The "IT Customer Service" module equips learners with essential knowledge and skills for excelling in customer service roles within the IT industry.

Participants will gain a deep understanding of the support agent role and effective customer management strategies. They will develop skills in troubleshooting IT issues, diagnosing problems, and implementing appropriate solutions. Emphasis will be placed on documenting cases and knowledge management to facilitate efficient information sharing and problem-solving.

The module also covers performance measures and indicators, enabling learners to evaluate service quality and identify areas for improvement. They will learn to assess customer satisfaction and implement frameworks to enhance customer service effectiveness.

Through practical projects, learners will apply their knowledge to handle specific customer problems. They will demonstrate their ability to diagnose issues, prioritize tasks, and implement solutions, ensuring customer satisfaction and successful issue resolution.

Upon completion of the module, learners will possess the skills to handle a variety of customer issues effectively. They will excel in managing customers, troubleshooting IT problems, documenting cases, and utilizing knowledge management practices. Additionally, they will have a solid understanding of performance measurement and its role in improving customer service quality. These skills will enable learners to provide exceptional IT customer service and contribute to the success of organizations in meeting customer needs and satisfaction.

The "Capstone project - IT system support" module offers learners practical experience in applying their knowledge and skills in IT system support. Participants will acquire expertise in system configuration, integration, and troubleshooting. They will develop the ability to determine appropriate network components and establish secure connections. Learners will also gain proficiency in testing system compatibility and configuring authorization and authentication for secure system access.

The module emphasizes the implementation of storage services and the planning of operating system upgrades and migrations. Learners will understand the importance of efficient storage management and learn to minimize disruptions during upgrades. Practical projects throughout the module will focus on troubleshooting operating systems and network issues, allowing learners to apply their knowledge and problem-solving skills to ensure smooth IT system operation.

By the end of the module, learners will have the necessary knowledge and skills to perform basic compatibility assessments, integrate system components according to a plan, and troubleshoot operating systems and network problems. These abilities will enable them to ensure optimal functioning of organizational IT infrastructure.