The document outlines a 4-hour training course on Cisco routers for EMC service technicians. The purpose is to develop the technicians' knowledge of Cisco routers and troubleshooting processes. The course will provide an overview of router functions, benefits of proper troubleshooting, required service tasks, the 10-step troubleshooting process, and resources for support. It details the course objectives, parameters, materials needed and agenda which includes presentations, discussions, activities and exercises to help transfer skills to participants' work.

1. 1
Introduction to Cisco Routers
For
EMC Service Technicians
Fort Worth, TX
Prepared by
Tom Hall, CCNA, CCIE

2. 2
Table of Contents
Course Purpose Section 1
Course Parameters Section 2
Special Notes for Trainer Section 3
Detailed Course Outline Section 4
Instructor / Trainer Materials Section 5
Resources Section 6

3. 3
Section 1: Course Purpose
Introduction to Cisco Routers
The purpose of this 4-hour course is to develop and expand the Field service Technicians and Service
dispatchers. Learners will actively participate in learning exercises that assess their knowledge of the material
presented and will help ensure successful transfer of skills to their work environment. Individual feedback will
be provided to learners via training exercises and after training via one-on-one manager observation while
assisting customers on service issues.
This training session will provide learners with:
• An overview of the Cisco router operation and functions
• Benefits of proper troubleshooting for both EMC and our customers
• A review of the required service tasks, including a brief overview of each task
• A clear understanding of the flow of each of the troubleshooting process steps
• Options for the various supported EMC/Cisco service providers
• An understanding of the 10-step implementation process for linear troubleshooting
• List of resources to reference for help
After completion of this training, learners will be able to confidently provide basic Cisco support to the groups
they support, and effectively answer general system service support questions from associates and customers.

4. 4
Section 2: Course Parameters
Course Title Introduction to Cisco routers
Course Length 4 hours (1/2 day)
Course Objectives At the completion of this session, the Service Technicians will be able to:
1. Understand the general Cisco router function.
2. Discuss the basic error symptoms and troubleshooting steps
3. Discuss the 10-step linear troubleshooting process
4. Identify each of the required tasks to be completed on a service call.
5. Effectively identify different solutions available to customers and determine which solutions best fit their
needs.
6. Effectively and confidently answer questions from end users
7. Call escalation steps when you can’t fix the problem
Target Audience Field Service Technicians and Service dispatchers
Prerequisites Trainee: fluent in English language, knowledge of basic computer hardware and networking
is required for this course.
Facilitator: Understanding of computer and network equipment must be thoroughly familiar with Cisco router
and network topologies and should have facilitation/training skills.
Room Arrangement Conference-Type seating
Materials / Equipment
 Large video display for PowerPoint presentation.
 Hardcopy handouts of slides should be printed as back-up.
 Laptop computer with Internet access for presentation and reviewing web resources
 Whiteboard and markers
 Copies of handouts for participants
 Copies of learning exercises
 Copies of trainer evaluation forms
Evaluation / Assignments Learning exercises for participants and trainer evaluation form.
Facilitator Tom Hall is a full-time Network Engineer for EMC Company in the Information Technology
Department. He has 4 years of experience in providing Cisco technical and implementation support to EMC
associates and. He has a BS in Computer Information Systems from University of Dallas and is currently
pursuing his BAAS in Applied Technology Training and Development from the University of North Texas. He
has CCNA and CCIE certifications from Cisco
Room Arrangement
• For groups of 2-10 learners, use conference-type seating with large video display
at front of table.

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• For larger groups (10+) learners, use classroom style seating with projection screen at the front of room.
Handouts/Visual Aids
• Each of the handouts listed above in are included in the Instructor/Trainer Materials section. Each handout is
separated by a colored sheet of paper.
• Answer key for training exercise

6. 6
Section 3: Special Instructions for trainers
Advanced Preparation
At least one week prior to the training session, briefly visit with the divisional
Field support Group Managers asking them open-ended questions that frequently come up as it relates to
implementation or support of the department’s service operation.
Develop a list of these frequently asked questions that could be used to assess the training participant’s
comprehension of the service process. These questions will serve as simulation to refine and perform their new
skills.
Note to Trainers
Checklist of Supplies
 Laptop computer with Internet connection for PowerPoint presentation and to show locations for
resources and for utilizing router simulation software for hands on exercises
 Large video display project with VGA connections
 Whiteboard
 Dry erase board markers
 Copies of PowerPoint handouts printed in “Notes” layout so that participants can take notes during
session. Can also serve as backup in case of technical problems with laptop. (1 for each participant)
 Copies of PowerPoint presentation in a transparency format (if using an overhead projector).
 Copies of Service technicians training package, for referencing 10-step linear troubleshooting process
(1 for each participant)
 Copies of Quick Tips Reference Guide job aid (1 for each participant)
 Copies of training exercises (1 for each participant)
 Copies of trainer evaluation form (1 for each participant)

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Section 4: Detailed course Outline
Time Objectives Activities/ Materials
Training methods
8:00 am
20 minutes
Welcome
Training overview
Briefly review:
1. Participant’s expectations
2. Present training objectives
3. Review training schedule
4. Review training material
Welcome learners and
introduce Facilitator
Use whiteboard to ask open-
ended questions to record
participant’s expectations. If
participants do not provide any
expectations use training
objectives list.
Review the training objectives
Review handouts that will be
used
during training session
Slide 1 – Title Screen
White board with dry erase
Markers
Slides 2 & 3 – Objectives
• Printed PowerPoint slides in
note format
• Service technicians training
package
• Quick Tips job aid
• Training exercises worksheet
• Evaluation form
8:20 am
5 minutes
Objective 1 –
Understand the general Cisco
router function
Briefly explain what a Cisco
router is and its role in the
EMC network operations
Slide 4 – What is a Cisco
router?
8:25 am
30 minutes
Objective 2
Discuss the basic error
symptoms and
troubleshooting steps.
What is a router and what
does it do and how does it
do it?
Discussion:
Why are routers
important to networking?
Slide 5 – Why are routers
important?
Slide 6 – Who benefits from
routers and why?

8. 8
Lead discussion on how
routers enable businesses
work better and faster
8:55 am
15 minutes
Objective 3
Discuss the 10-step linear
troubleshooting process
9:10 am
5 minutes
Break
remind participants of
locations of bathrooms,
telephone, and snack
shop. Training will start
promptly at 9:15 am.
9:15 am
30 minutes
9:45 am
15 minutes
Objective 4
Identify each of the
required tasks to be
completed on a service
call
Objective 4 Activity
10:00 am
30 minutes
Objective 5
Effectively identify
different solutions
available to customers
and determine which
solutions best fit their
needs.
10:30 am
5 minutes
Break
Remind participants of
locations of bathrooms,
telephone, and snack shop.
Training will start promptly at
10:35 am.
10:35 am
25 minutes
Objective 6
Effectively and
confidently answer
questions from end users

9. 9
11:00 am
10 minutes Objective 6 Activity
11:10 am
25 minutes
Objective 7
Call escalation steps
when you can’t fix the
problem
11:35 am
10 minutes
Closing Remarks
1145:am
15 minutes
Trainer evaluation