Mod1 wfbs new starter

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Trend Micro New Starter Learning Project Part 1

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  • Control Manager 3.5  2006 Trend Micro Incorporated
  • Control Manager 3.5  2006 Trend Micro Incorporated
  • Control Manager 3.5  2006 Trend Micro Incorporated This portion of today’s training will focus on Worry Free Business Security. We’ll highlight some of the new features of version 6, which was just released last June. Worry Free Business Security is made up of different parts: the Security Server, the Security Dashboard, the Client/Server Security Agents, and the Messaging Security Agent. We’ll talk about the different ways to deploy and install these parts, both the Security Server and the CSA. To get a better understanding of each component, we’ll perform an installation. First we’ll install the Security Server, and then install a CSA client that we can use as an example in our discussion. We’ll go over the major features of WFBS, and point out some of the Best Practices or settings that we recommend. We’ll go over a lot of the common tasks and questions you might face when you’re out in the field using WFBS.
  • The typical customer of Worry Free customer is either Part of a small business which does not have an IT department. He may be quite untechnical. He is depending on you to solve his problems. He wants a Worry Free life Part of a small business looking after other Trend Micro customers. His time is money, so he doesn’t want to waste it You can’t depend on either of them to identify or solve problems. That’ s your job!
  • The carrot is the solution the customer is looking for. The stick is the process we need to follow to get him to carry out the troubleshooting steps
  • Control Manager 3.5  2006 Trend Micro Incorporated This portion of today’s training will focus on Worry Free Business Security. We’ll highlight some of the new features of version 6, which was just released last June. Worry Free Business Security is made up of different parts: the Security Server, the Security Dashboard, the Client/Server Security Agents, and the Messaging Security Agent. We’ll talk about the different ways to deploy and install these parts, both the Security Server and the CSA. To get a better understanding of each component, we’ll perform an installation. First we’ll install the Security Server, and then install a CSA client that we can use as an example in our discussion. We’ll go over the major features of WFBS, and point out some of the Best Practices or settings that we recommend. We’ll go over a lot of the common tasks and questions you might face when you’re out in the field using WFBS.
  • Mod1 wfbs new starter

    1. 1. Solution Readiness Support Training Trend Micro Worry-Free Business
    2. 2. Solution Readiness Support Training Trend Micro Worry-Free Business Module 1
    3. 3. Trend Micro Worry-Free Business Security Module 1 Introduction to the Trend Support Team
    4. 4. Module Introduction <ul><li>Introduction to the Trend Micro Support Team </li></ul><ul><li>Welcome to Worry Free Training </li></ul><ul><li>What’s in the training pack </li></ul><ul><li>Three Hats of Trend Micro </li></ul><ul><li>The Worry Business Security New Starter Learning project </li></ul><ul><li>How to use this training pack – how to learn </li></ul>
    5. 5. The Trend Micro Support Team <ul><li>Your initial focus will be Worry Free Business Security </li></ul><ul><li>Our aim is to make it Worry Free for our customers </li></ul><ul><li>Worry Free has many parts, so there is a lot to learn </li></ul><ul><li>You will need basic Windows and IP skills </li></ul><ul><li>We learn from each other and by using the products </li></ul><ul><li>You will learn to troubleshoot! </li></ul>
    6. 6. Welcome to Worry Free Training! <ul><li>Goal: </li></ul><ul><li>Make learning productive and enjoyable </li></ul><ul><li>Make it relevant to the Technical Support role </li></ul><ul><li>Test your knowledge </li></ul><ul><li>Pass on the knowledge and experience </li></ul>
    7. 7. What’s in the Training Pack <ul><li>Introduction to learning WFBS and how to be part of the new starter learning project </li></ul><ul><li>How to study and use the learning materials </li></ul><ul><li>The course itself in 4 modules </li></ul>
    8. 8. WFBS New Starter Training Course Contents <ul><ul><li>Module 1 – Introduction to the Trend Support Team, learning the tricks of the trade – that’s this module </li></ul></ul><ul><ul><li>Module 2 – Marketing and Selling WFBS – Today’s Threats and how WFBS is fighting them </li></ul></ul><ul><ul><li>Module 3 – WFBS in everyday use – the Customer’s View of the product, common tasks, with a focus on scanning and protection </li></ul></ul><ul><ul><li>Module 4 – The World of WFBS Technical Support – understanding the basic internals of the product, giving guidance, managing knowledge and troubleshooting </li></ul></ul>
    9. 9. Agenda: Three hats of Trend Micro <ul><li>Salesman </li></ul><ul><li>Customer </li></ul><ul><li>Technician </li></ul><ul><li>Which is which? </li></ul>
    10. 10. Marketing and Selling WFBS <ul><li>The salesman </li></ul><ul><li>Needs to understand threats </li></ul><ul><li>Needs to understand product basics </li></ul><ul><li>We are all salesmen! </li></ul>
    11. 11. WFBS in everyday use <ul><li>The customer </li></ul><ul><li>Needs to understand product basics </li></ul><ul><li>Needs product expertise </li></ul><ul><li>Wants a Worry Free experience </li></ul><ul><li>Doesn’t want problems ! </li></ul><ul><li>Who is the typical customer? </li></ul>
    12. 12. The World of WFBS Technical Support <ul><li>The technician </li></ul><ul><li>Needs product expertise and troubleshooting skills </li></ul><ul><li>Wants a Worry Free experience </li></ul><ul><li>Doesn’t get one </li></ul>
    13. 13. The player/coach <ul><li>We technicians need to wear two hats </li></ul><ul><li>Player and coach </li></ul><ul><li>Need to understand the customer experience, wear the customer hat as well as our own </li></ul><ul><li>We can coach the customer to help us solve his problems for him </li></ul><ul><li>Carrot and stick approach </li></ul><ul><li>We must define every problem in our own words </li></ul><ul><ul><li>More on this in Module 4 </li></ul></ul>
    14. 14. The Worry Free Business Security New Starter Learning Project <ul><li>This is a project that is driven by the needs of new starters in the support team at Trend Micro </li></ul><ul><li>A new starter is a Technical Support Specialist who has been with Trend Micro for up to 6 months </li></ul><ul><ul><li>He or she will be familiar with computers and networking but may have little knowledge of security and anti-malware principles </li></ul></ul>
    15. 15. The Worry Free Business Security New Starter Learning Project <ul><li>Written, presented and tested by Trend Micro former new starters and their colleagues </li></ul><ul><li>Please take part by </li></ul><ul><ul><li>Developing and testing new learning objectives </li></ul></ul><ul><ul><li>Developing and testing new questions to ensure new starters have the right level of knowledge to begin supporting WFBS </li></ul></ul><ul><ul><li>Writing new slides or documents to explain new features and troubleshooting techniques which new starters need to know about </li></ul></ul><ul><ul><li>Identifying other useful training material both in and outside the company. </li></ul></ul><ul><ul><li>We also need new starters to test this course material </li></ul></ul>
    16. 16. How to study WFBS at Trend Micro <ul><li>Build your knowledge carefully </li></ul><ul><li>Do use google but with care – lots of Trend Micro information is on the net and sometimes it’s easier to find things externally </li></ul><ul><li>Learn how to use the Internal KB – search the entire Knowledgebase </li></ul><ul><li>https://intkb.trendmicro.com/smb/default.aspx </li></ul><ul><li>- keep your search as broad as possible </li></ul>
    17. 17. How to study WFBS at Trend Micro <ul><li>Install the product and experiment </li></ul><ul><li>Use the Virtual Test machines (ESX) </li></ul><ul><ul><li>Don’t forget, you can’t screw anything up as you can always “revert to snapshot ” </li></ul></ul><ul><li>Ask questions of colleagues. Don’t be afraid to ask “obvious” questions. </li></ul><ul><li>Don’t rush into using “advanced” materials. Get the basics first. </li></ul>
    18. 18. What Training Material is available for me as a new starter? <ul><li>Trend Micro Training Portal </li></ul><ul><li>https://trendmicro.csod.com/client/trendmicro/default.aspx </li></ul><ul><li>Administrator, Installation Guides and the Readme </li></ul>Documentation & Support Administrator's Guide Installation Guide ReadMe <ul><li>Trend Micro Training FTP Site </li></ul><ul><li>ftp:// gtc.trendmicro.com/Administration_Track/WFBS / </li></ul><ul><li>User “supporttraining” </li></ul><ul><li>password “support” </li></ul>
    19. 19. What Training Material is available for me as a new starter? <ul><li>Tobias’ Troubleshooting document </li></ul><ul><ul><li>http://www.humyo.com/FWsBqCR/Handling%20WFBS-S%20and%20OSCE%20Cases.pdf?a=ypp13EdKCx0 </li></ul></ul><ul><ul><li>This link needs fixing </li></ul></ul><ul><li>This document needs to be read from beginning to end </li></ul><ul><li>It includes most of the steps you need to know for troubleshooting and escalating a case correctly </li></ul><ul><li>Covered later in the Learning Pack to highlight best practice </li></ul>
    20. 20. How to use this training pack <ul><li>4 Modules </li></ul><ul><li>This is the first, the Introduction </li></ul><ul><li>Recommended that you take all four </li></ul><ul><li>The Support Module will be ready first </li></ul><ul><li>Each module has Chapters </li></ul>
    21. 21. How to use this training pack <ul><li>Each chapter consists of </li></ul><ul><ul><li>A set of learning objectives </li></ul></ul><ul><ul><li>A set of slides to help you learn </li></ul></ul><ul><ul><li>A set of questions to test your understanding </li></ul></ul><ul><ul><li>An exercise to reinforce your learning </li></ul></ul><ul><ul><li>Answers to the questions </li></ul></ul><ul><li>Your approach to study </li></ul><ul><ul><li>It’s your training course, you are your own teacher </li></ul></ul><ul><ul><li>Use the tests well, test your knowledge before you start studying </li></ul></ul><ul><ul><li>This allows you to skip points you know already </li></ul></ul>
    22. 22. WFBS New Starter Training Course Contents <ul><ul><li>Module 1 – Introduction to the Trend Support Team, learning the tricks of the trade – that’s this module </li></ul></ul><ul><ul><li>Module 2 – Marketing and Selling WFBS – Today’s Threats and how WFBS is fighting them </li></ul></ul><ul><ul><li>Module 3 – WFBS in everyday use – the Customer’s View of the product, common tasks, with a focus on scanning and protection </li></ul></ul><ul><ul><li>Module 4 – The World of WFBS Technical Support – understanding the basic internals of the product, giving guidance, managing knowledge and troubleshooting </li></ul></ul>
    23. 23. Module Review <ul><li>Introduction to the Trend Micro Support Team </li></ul><ul><li>Welcome to Worry Free Training </li></ul><ul><li>What’s in the training pack </li></ul><ul><li>Three Hats of Trend Micro </li></ul><ul><li>The Worry Business Security New Starter Learning project </li></ul><ul><li>How to use this training pack – how to learn </li></ul>
    24. 24. Thank You

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