Demonstrate your ability to perform in a technical support role by applying the new skills you developed from the previous courses in the IT Support Professional Certificate to real-world situations.

Practice analyzing user help requests and troubleshooting issues that you would encounter in a helpdesk or other similar role. Equip yourself with the IT support skills used in everyday professional settings through the case studies in this course.

This capstone course leads you through a series of case studies that require hands-on work to resolve. Upon completing this course, you’ll enrich your perspective on employing technical support skills in professional settings, making you a sought-after IT professional.

You’ll demonstrate your knowledge of hardware, operating systems, system software, networking, security, and cloud computing – all areas with which a tech support role interacts regularly. You'll also showcase your knowledge and understanding of escalation, levels of support, ticketing systems, and other support tools and systems, as well as communication and customer service skills for delivering technical support.

This course also includes a practice exam containing questions on the topics and in the same style as the CompTIA IT Fundamentals (IFT+) Certification Exam. Use the course’s final assessment to measure your preparedness for the IFT+ certificate exam.

Before taking this capstone, we highly recommend that you first complete all other courses in the IBM Tech. Support & IT Fundamentals Professional Certificate.

Course Syllabus

Module 1: Hardware and Operating Systems

Identifying System Information for Windows and MacOS devices
Case Study: Computer Peripherals and Connectivity
Case Study: Computer Display Device Installation
Case Study: Computer Performance and OS Fundamentals
Graded Case Study: Computer Hardware and Software Specifications

Module 2: Software Programming and Databases

Case Study: Browser Versions, Installs and Updates
Case Study: Updating Desktop Software
Case Study: Browser Security Settings and Client-side Scripting Security Settings and Client-Side Scripting
Case Study: Database Roles and Permissions
Graded Case Study: System Software, Versions, and Application Software Compatibility

Module 3: Networking and Storage

Case Study: Corporate User Needs Access to a Network Drive
Case Study: Network Protocols, Firewalls, and Proxy Servers
Case Study: Hosted Storage and Sharing
Graded Case Study: Configure, Test, and Troubleshoot a SOHO Network

Module 4: Cybersecurity

Case Study: Intellectual Property and DRM
Case Study: Security and Information Privacy
Case Study: Countering Security Threats and Hardening Devices
Case Study: Password Management Techniques
Graded Case Study: Public Browsing Safety

Module 5: Cloud Computing

Case Study: Virtual and Bare-Metal Servers
Case Study: Cloud Networking Using VPCs
Case Study: Identity and Access Management (IAM)
Case Study: Cloud Storage and Databases
Case Study: Cloud Service and Deployment Models

What You'll Learn

Articulate processes and information related to IT fundamentals in the context of providing technical support.
Demonstrate systematic and effective troubleshooting and problem-solving skills.
Use diagnostic tools and tracking systems while applying customer service skills to troubleshoot and solve customer-facing issues.
Apply a customer mindset to mitigate conflict using de-escalation skills.

Recommended Skills Before Taking this Course

Complete all of the courses within the IBM Tech. Support & IT Fundamentals Professional Certificate.

IT Support Case Studies and Certification Preparation

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