Saturday, 21 August 2010




Do you have the interpersonal helpdesk skills employers want? Support Center Analyst (SCA) certification from the Helpdesk Institute (HDI) says you do

If you'd like to work in an IT support center, earning SCA certification is the best way to start. As a certified SCA, you'll know how to address customer support issues from first point of contact to successful resolution.

Tim's Warner's SCA training covers all the HDI-SCA exam objectives, while linking you to tons of additional resources.

Help Desk Institute (HDI) Support Center Analyst (SCA) training contains:

    * Series Overview
    * Leadership and Ethics
    * Communication and Organizational Skills
    * The Role of the SCA
    * Policy and the Support Center
    * Support Center Services and Metrics (free video!)
    * Teamwork and Rapport
    * Support Center Technical Infrastructure
    * Service Delivery Methods
    * Support Types Part I
    * Support Types Part II
    * Quality Assurance
    * Introducing ITIL Part I
    * Introducing ITIL Part II
    * Call Management Part I
    * Call Management Part II
    * Documentation and Problem Solving
    * Escalation and Status Reporting

Here's what you'll learn in each video of the Help Desk Institute (HDI) Support Center Analyst (SCA) series:

    Video 1 - "Series Overview" - About HDI Certification. About This Course. About the HDI-SCA Exam.In this nugget we provide a general overview of the course. We also describe the HDI in general and the HDI-SCA exam in particular.

    Video 2 - "Leadership and Ethics" - Aspects of Leadership. Basics of Professional Ethics. In this nugget we examine some core principles of an effective support center analyst; namely, leadership and professional ethics.

    Video 3 - "Communication and Organizational Skills" - Nugget #3: Time Management. Written Communication. In this nugget we present practical suggestions for balancing your time as an SCA, and also outline the basics of effective written communication.

    Video 4 - "The Role of the SCA" - SCA Role in the Support Center. Keeping Your Skills Current. Maintaining a Global Perspective. In this nugget we formally introduce the SCA's role in the support center, as defined by the HDI. We also present techniques for continually improving your technical skills. We finish by considering how to maximize your effectiveness when dealing with customers and users from different cultural backgrounds than yours.

    Video 5 - "Support Center Policy" - Advocating for the Support Center. Organizational Policy. In this nugget we discuss a popular topic in the HDI literature: how we as SCAs serve as advocates for the support center. Bookended with that subject is a consideration of what is organizational policy and why good policy is crucial for smooth support center operation.

    Video 6 - "Support Center Services and Metrics" - Role of the Support Center. Measuring Service with Metrics. In this nugget we first formally define the role of the support center in the context of its parent organization. We then learn how to put numbers behind IT service delivery. Metrics is a topic that is "near and dear" to the hearts of the HDI; consequently, we need to understand how support center metrics work in order to succeed on the HDI-SCA certification exam.

    Video 7 - "Teamwork and Rapport" - Teamwork. Inter-Departmental Rapport. Stress Management. In this nugget we discuss the building blocks of teamwork in a support center environment. We then look at inter-departmental rapport; this deals with how we in the support center interact professionally with personnel from other departments within our larger organization. Finally, we present practical skills for managing workplace stress.

    Video 8 - "Support Center Technical Infrastructure" - Support Center Technologies. Telephony Systems. Computer Telephony Integration (CTI). In this nugget we perform a "deep dive" into the technologies that underly most support centers, paying particular attention to telephony systems and computer telephony integration (CTI).

    Video 9 - "Service Delivery Methods" - Self-Healing Technologies. Service Delivery Methods. Telephone Support. In this nugget we hone our focus on self-healing technologies, which can have a dramatic impact on both customer satisfaction as well as support center per-incident costs. We also offer tips and tricks for effective telephone communications with the customers and users whom you support.

    Video 10 - "Support Types Part I" - Deskside Support. Remote Access Technologies. Self-Service Solutions. In this nugget we cover some ground that is ordinarily the domain of the desktop support technician (DST): deskside support and remote access technology. However, the HDI feels it important for SCAs to possess an understanding of the job roles owned by other personnel in the support center, including both DSTs as well as support center managers. We conclude this nugget by examining self-service solutions, which presents a lower-tech version of self-healing technologies.

    Video 11 - "Support Types Part II" - Integrated Systems. Monitoring and Alert Systems. In this nugget we spend some time getting to know so-called "integrated systems," which is a fancy term to describe multi-functional, multi-domain support center software. We then delve into one specific feature of integrated systems: monitoring and alerting.

    Video 12 - "Quality Assurance" - Procedures. Quality Assurance. Customer Satisfaction Surveys. In this nugget we define what procedures, standard operating procedures, and best practices are and why they are so important to effective IT service delivery. We then examine how to implement quality assurance, focusing specifically on the customer satisfaction survey.

    Video 13 - "Introducing ITIL Part I" - Support Center Best Practices and Frameworks. ITIL: Service Level Management. ITIL: Change Management. In this nugget we begin a multi-nugget mini-series on the Information Technology Infrastructure Library, or ITIL. The HDI integrates ITIL V2 principles in many of its certification tracks; therefore, it is necessary for the HDI-SCA exam candidate to have a basic understanding of what ITIL is and how it works.

    Video 14 - "Introducing ITIL Part II" - ITIL: Security Management. ITIL: Incident Management. ITIL: Problem Management. In this nugget we continue our trolley ride through the world of ITIL foundations. Here we learn the essentials of the security, incident, and problem management domains.

    Video 15 - "Call Management Part I" - Knowledge Management. Call Management. Active Listening. In this nugget we complete our discussion of ITIL basics by learning about knowledge management. We then return to our tips and tricks for effective SCA work, presenting eminently practicable skills in call management and active listening.

    Video 16 - "Call Management Part II" - Building Relationships. Assessing Customer Competency. Negotiating Conflict. In this nugget we learn how to foster positive working relationships with the customers and users whom we support. A key component of technical support is being able to accurately gauge customer/user competency; in this nugget we learn these skills, as well as strategies for handling upset customers.

    Video 17 - "Documentation and Problem Solving" - Documentation. Problem Solving Skills. In this nugget we formally discuss the important and methods for generating and maintaining quality documentation. We also look at problem solving skills, which is naturally an indispensable skill for any effective SCA.

    Video 18 - "Escalation and Status Reporting" - Escalation. Status Reporting. Customer Service Wrap-Up. In this nugget we learn the basics of incident escalation: what the types of escalations are, how to receive an escalation, and how to properly perform an escalation. We then discuss the importance of keeping customers "in the loop" during their incident lifecycle through good status reporting. We conclude this nugget (as well as this series) by presenting a cornucopia of customer service soft skills from the HDI that will certainly benefit you in your professional life.

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Cisco LAN Switching Video Mentor

The LAN Switching Video Mentor is an excellent guide to configuring Cisco switches. Dave's videos are outstanding in their conciseness and relevance of content. They hit the nail on the head every time!"” Geoff Tagg, President, INDT Ltd.

Cisco LAN Switching Video Mentor is a unique video product that provides you with more than six hours of personal visual instruction from best-selling author and network engineer David Hucaby. In the 20 videos presented in this product, Dave walks you through common Cisco® Catalyst switch configuration and troubleshooting tasks. Designed to develop and enhance hands-on skills, each 10 to 30 minute video guides you through essential configuration tasks on the Cisco Catalyst switches and shows you how to verify that network is working correctly.

Lab Layout:

Each video lab presents detailed objectives, lab diagrams, command tables, and video captures. Audio instruction throughout offers tips and shortcuts that truly make learning easy.

Network Animation:

Animated network diagrams show you lab setup, device addressing, and how traffic flows through the network.

CLI Video:

Video screen-casts of router CLI demonstrates command entry, configuration techniques, and device response.

System Requirements:

·         Microsoft Windows XP, 2000, or Vista

·         Apple OS9 or later

·         Linux operating systems that have a web browser with Flash 7 or later plug-in

·         Speakers or headphones

·         Color display with a minimum 1024x768 resolution

·         1 GHz of faster CPU recommended

This product is part of the Cisco Press® Video Mentor Series. The video products in this series present expert training from industry-leading instructors and technologists. This dynamic learning environment combines animations, screencasts, and audio instruction to help users bridge the gap between conceptual knowledge and hands-on application.

Lesson 1

This lab demonstrates how a switch interfaces can be configured to support connected devices. The command line interface (CLI) is used while the computer is connected to the switch console.

Duration: 00:22:30  File Size: 31MB

Lesson 2

This lab takes a look at Layer 2 switching and covers how to configure virtual networks within a switch.

Duration: 00:17:58  File Size: 24MB
Lesson 3

This lab explores how VLANs are carried over trunk links between switches.

Duration: 00:15:04  File Size: 19MB
Lesson 4

In this lab, VTP is leveraged to automate VLAN configuration across multiple switches in a network.

Duration: 00:17:24  File Size: 26MB
Lesson 5

This lab covers STP operation and how it maintains a loop-free Layer 2 switching topology. STP Root Switch configuration is also covered.

Duration: 00:22:42  File Size: 31MB

Lesson 6

This lab explores Per-VLAN STP Plus (PVST+) operation and how STP reacts to a variety of topology changes within a VLAN.

Duration: 00:17:54  File Size: 23MB
Lesson 7

In this lab, Rapid PVST+ operation and configuration is covered, along with its behavior under several types of topology changes.

Duration: 00:13:29  File Size: 19MB
Lesson 8

This lab explores MST and how it can be configured and used to simplify STP operation in a network.

Duration: 00:16:34  File Size: 25MB
Lesson 9

This lab covers several features that can be used to stabilize the loop-free Layer 2 switching topology. Root Guard, BPDU Guard, Loop Guard, and Unidirectional Link Detection are demonstrated.

Duration: 00:14:25  File Size: 15MB
Lesson 10

This lab demonstrates how multiple switch interfaces can be bundled together into a single logical EtherChannel interface. EtherChannels can increase available bandwidth and redundancy.

Duration: 00:25:25  File Size: 37MB
Lesson 11

This lab moves beyond Layer 2 switching to cover Layer 3 switching and routing.

Duration: 00:16:52  File Size: 25MB
Lesson 12

In this lab, the Layer 3 interface used for multilayer switching is made more redundant for devices within an IP subnet. The Hot Standby Router Protocol (HSRP) is demonstrated by configuring multiple switches to work together and share a common gateway IP address.

Duration: 00:21:18  File Size: 27MB
Lesson 13

This lab explores the Gateway Load Balancing Protocol (GLBP) to provide robust gateway redundancy for devices within an IP subnet.

Duration: 00:14:52  File Size: 17MB

Lesson 14

In this lab, the normal rules of Layer 2 VLANs are stretched to provide new forms of isolation by configuring Private VLANs.

Duration: 00:10:36  File Size: 13MB
Lesson 15

This lab covers several types of ACLs that can be configured and applied within a switch to control or restrict traffic movement.

Duration: 00:12:54  File Size: 15MB
Lesson 16

In this lab, the Port Security feature is leveraged to control access to switch interfaces.

Duration: 00:09:56  File Size: 13MB
Lesson 17

This lab demonstrates DHCP Snooping, IP Source Guard, and Dynamic ARP Inspection, which all work to detect and mitigate attempts to spoof network information for malicious purposes.

Duration: 00:13:16  File Size: 16MB
Lesson 18

This lab provides an overview of the many Quality of Service (QoS) features available on Catalyst switches. It also demonstrates how many of the features can be configured to identify and handle types of traffic according to QoS policies.

Duration: 00:24:24  File Size: 24MB
Lesson 19

This lab explores how packets put into and taken out of queues at switch interfaces. It also looks at congestion avoidance methods that keep interface queues from becoming too congested.

Duration: 00:14:52  File Size: 16MB
Lesson 20

In this lab, the Switch Port Analyzer (SPAN) family of features are demonstrated. By using one of the SPAN features, a switch can copy or mirror traffic from a source to a destination--either on the same switch or to a different switch. Monitored traffic is normally sent to an external network or protocol analyzer or to the Mini Protocol Analyzer, found within a switch itself.

Duration: 00:16:33  File Size: 21MB

Monday, 10 May 2010 - AutoCAD 2010 Essential Training | 594 MB

alt - AutoCAD 2010 Essential Training | 594 MB

AutoCAD 2010 Essential Training covers the most important features of this industry-standard 2D drafting and design application. Professional designer Jeff Bartels begins with a tour of AutoCAD's interface and the tools used to create basic shapes. He then focuses on the methods used to modify and refine geometry while emphasizing accuracy and good habits to build a solid design foundation. Jeff shows how to use layers, line types, and colors to organize a drawing file and explains how to efficiently annotate a design and prepare it for final output. Throughout the course, Jeff shares techniques used in the industry and reinforces the lessons with practical examples. Exercise files accompany this course.
Software works on: Windows only.

Asterisks on Video Animations Show StoppersFX

Asterisks on Video Animations Show StoppersFX
Sprockets number of 38 pieces | Format: Mov | Size: 615 Mb

Download Links

TUTORIAL PFlow - KRAKATOA: Velocity | Video HD | 290Mb

TUTORIAL PFlow - KRAKATOA: Velocity | Video HD | 290Mb

Magnificent lesson on use PFlow Krakatoa. You will see as it is necessary to work with a liquid.

Download Links



Steinberg Audio 

About the Author
Friedemann Tischmeyer has worked in audio mastering and mixing for more than 15 years. An engineer for countless

well-known artists and the owner of his own independent mastering facility, Friedemann has also published two

Tutorial DVD-ROMs, ‘Internal Mixing’ and two extremely well-received books ‘Audio Mastering with PC Workstations’

and ‘Internal Mixing’.


Vol. I
(Chapter I: Basics)

* What is mastering?
* Defining the goals of mastering
* CD mastering of stereo tracks
* CD mastering from groups
* Time management
* Studio acoustics & room acoustics testing and calibration
* Choice of speakers & speaker layout
* Equipment requirement for mastering
* Cabling
* Operation system settings
* Audio interfaces
* Frontend & backend
* Our sense of hearing
* The Fletcher-Munson curve
* Listening strategies
* Ear training
* Frequency distribution
* Metering for mastering

Vol. II
(cont. chapter I: Basics)

* Loudness and peak levels
* What are interleaved sample overs?
* Headroom for encoding
* Normalization
* Judging loudness
* Reference values for loudness
* PCM – the principle of digital audio
* Basics of bit resolution
* What is truncation?
* Sample rate basics
* Sample rate conversion (SRC)
* All about dithering
* What is jitter?
* Wordclock and houseclock
* What is DC offset?
* Redbook & DAO/TAO

(Chapter II: Workflow)

* Optimal workflow
* Phase 1: Preparation
* Batch processing

Vol. III
(cont. chapter II: Workflow)

* Phase 2: Creative sound processing
* Optimizing the best-sounding track
* Using the leveler for A/B comparisons
* Saving master section settings
* PQ editing
* Editing CD text & EAN / ISRC
* Final master montage
* Phase 3: Follow up
* Verification master
* Error elimination
* Choice of master medium / DDP versus CD-R/CD-ROM
* Audio CD report

(Chapter III: Creative Sound Processing)

* Basic strategies
* Order of processing steps
* Working with EQs
* Fletcher-Munson curve and EQing
* Important filter types
* Compressors
* Typical examples and strategies
* Practical editing examples with master section

VTC Ethical Hacking & Penetration Testing Training

VTC Ethical Hacking & Penetration Testing Training
Author: Brad Causey & Bobby Rogers | Duration: 07:00 | 82 tutorials
Genre: Video Training | 194 MB

Computer Hacking is no longer the black art of computer geniuses. Exploit scripts and hacks are available to anyone with a web browser, so prepare yourself to protect your network by looking at security from a hacker’s eyes.  Understanding what attack vectors might be used on your systems is a fundamental piece of the security toolkit.
VTC Authors Brad Causey and Bobby Rogers present computer security from an angle that aims to put you into the seat, to protect your network through Ethical Hacking and Penetration Testing.