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ADMINISTRATIVE PROFESSIONALS ADMINISTRATIVE PROFESSIONALS  more...

PowerPoint XP Comprehensive PowerPoint XP Comprehensive Microsoft DiscoverWare's Discover PowerPoint XP is an interactive productivity tool for users of Microsoft PowerPoint XP. PowerPoint XP builds on the presentation features of previous versions of the program to provide powerful tools for creating and sharing professional documents online and on the Web. Topics cover PowerPoint basics, creating presentations, working  more...

Windows XP Basic Windows XP: Basic Microsoft Lesson 1: Introduction To Windows XP Introduction Lesson Objectives The Windows Desktop The Auto Arrange Feature The Desktop Cleanup Wizard The Start Menu Opening A Program Closing A Program Using The File Menu The File Menu Different Ways Of Opening Programs The Minimize Button The Restore Button The Maximize Button Switching Between Windows Using  more...

Administrative Professionals Common Administrative Support Tasks Administrative Professionals: Common Administrative Support Tasks When it comes to a typical day at the office for an administrative professional, each day's planned agenda can change on a whim. Whether it be unexpected meeting requests to juggle, a last-minute announcement the boss needs to communicate, or a sudden request from the boss that shifts priorities, the tasks performed in a  more...

Administrative Professionals Maximizing Your Relationship with Your Boss Administrative Professionals: Maximizing Your Relationship with Your Boss As a good administrative professional, you provide invaluable support to your boss and the business. This support is optimized when the working relationship between you and your boss is a true partnership. Within this partnership, your relationship must be managed and maintained according to the particular management  more...

Administrative Professionals Interacting with Others Administrative Professionals: Interacting with Others Regardless of the industry you work in, the organization you work for, or the boss you have, as an administrative support professional, almost all of the tasks you perform on a daily basis require, in some way, interaction with others. Effectively interacting with others results in trust, improved morale, and respect between you and your  more...

Administrative Professionals Putting Your Best Foot Forward Administrative Professionals: Putting Your Best Foot Forward As an administrative professional, there are many skills and competencies you must master, ranging from organizational skills to technical aptitude. In order to be truly successful, though, you must also master other essential skills like the ability to gain the trust, respect, and admiration of your boss and colleagues. You must  more...

ARCH 2 0 Voice Over WLAN Design ARCH 2.0: Voice Over WLAN Design Cisco Cisco Certified Design Professional (CCDP ) 642-873 Designing Cisco Network Service Architecture 2.0 To identify drivers and coverage considerations for VoWLAN, the steps in a VoWLAN site survey, and the requirements necessary to support voice in a WLAN  more...

ARCH 2 0 Advanced WAN Services Design ARCH 2.0: Advanced WAN Services Design Cisco Cisco Certified Design Professional (CCDP ) 642-873 Designing Cisco Network Service Architecture 2.0 To recognize the features of optical technologies that support advanced WAN design, Metro Ethernet technologies, VPLS, MPLS, and advanced WAN service implementations  more...

ARCH 2 0 Cisco SONA and Cisco Enterprise Architecture Design ARCH 2.0: Cisco SONA and Cisco Enterprise Architecture Design Cisco Cisco Certified Design Professional (CCDP ) 642-873 Designing Cisco Network Service Architecture 2.0 To identify the features of SONA and PPDIOO, to recognize how to design high availability and optimum convergence in, how to identify designs that support the Layer 2 to Layer 3 boundary in; and how to recognize  more...

Developing Your Direct Reports Developing Your Direct Reports A main goal of managing is developing your direct reports. This involves not only coordinating their work in a way so your organization's business objectives are met, but also empowering them and providing opportunities for them to meet their own professional development objectives. This course provides an overview of the importance and benefits of developing  more...

Leading Innovation Leading Innovation Creativity and innovation are critical components of just about every organization. But innovation doesn't pertain only to new inventions, products, or reworked designs. It also involves incremental improvements to the way things are done. Knowing how to build and support an innovative culture is an important skill for any leader to master. The impetus for innovation can  more...

DESGN 2 0 Voice Networking DESGN 2.0: Voice Networking Cisco Cisco Certified Design Associate (CCDA ) DESGN Designing for Cisco Internetwork Solutions v2.0 To recognize the components and methods of traditional and IP voice networks, the QoS mechanisms used to improve IP network performance, and design voice support for an enterprise network  more...

DESGN 2 0 IP Address and Routing Protocol Design DESGN 2.0: IP Address and Routing Protocol Design Cisco Cisco Certified Design Associate (CCDA ) DESGN Designing for Cisco Internetwork Solutions v2.0 To recognize how IP addressing and routing protocols support the overall network, and create an enterprise IP addressing and routing protocol design  more...

Management of the HR Process HRCI SPHR Management of the HR Process (HRCI/SPHR) HRCI Senior Professional in Hurman Resources (SPHR) Senior Professional in Human Resources (SPHR) As HR moves into the twenty-first century, its role is becoming key in developing organizational strategy. As a result, it is crucial for HR professionals to have a working knowledge of other functional areas of the business, so that they can provide the  more...

Sustaining Improvements Gains from Six Sigma Projects Sustaining Improvements & Gains from Six Sigma Projects ASQ Six Sigma Black Belt (SSBB) As a Six Sigma project winds down, there are a number of activities that, if utilized, can determine whether the implemented process improvement will continue to meet intended results, thus contributing to the overall and ongoing success of the organization. This course will explore the importance of  more...

Probability for Six Sigma Probability for Six Sigma ASQ Six Sigma Black Belt (SSBB) Organizations need to make inferences about a population from sample data, and understanding how to calculate the probability that an event will occur is crucial to making those inferences. In a Six Sigma context, it is often important to calculate the likelihood that a combination of events or that an ordered combination of events  more...

Preparing the Exchange Server 2007 Infrastructure Preparing the Exchange Server 2007 Infrastructure Microsoft Microsoft Certified Technology Specialist Exchange Server 2007, Configuration (Exam 70-236) Microsoft Exchange Server 2007 is the latest release in Microsoft's e-mail and messaging software. The core functionality of Exchange Server remains the same; however, some key components have been drastically changed. This course discusses  more...

Managing and Troubleshooting Desktop Storage and Settings Managing and Troubleshooting Desktop Storage and Settings Microsoft Microsoft Certified Desktop Support Technician (MCDST) 70-271 Supporting Users & Troubleshooting a Windows XP O/S To explain how to manage and troubleshoot desktop storage and settings  more...

Managing and Troubleshooting Devices Drivers Local Security and User Logon Managing and Troubleshooting Devices, Drivers, Local Security, and User Logon Microsoft Microsoft Certified Desktop Support Technician (MCDST) 70-271 Supporting Users & Troubleshooting a Windows XP O/S To explain how to manage and troubleshoot devices, drivers, local security, and user logon  more...

Installing Windows XP Installing Windows XP Microsoft Microsoft Certified Desktop Support Technician (MCDST) 70-271 Supporting Users & Troubleshooting a Windows XP O/S To explain how to manage Windows XP installations and upgrades  more...

Managing and Troubleshooting Network Protocols and Operating System Performance Managing and Troubleshooting Network Protocols and Operating System Performance Microsoft Microsoft Certified Desktop Support Technician (MCDST) 70-271 Supporting Users & Troubleshooting a Windows XP O/S To explain how to manage and troubleshoot network protocols and operating system performance  more...

Managing and Troubleshooting Resources Managing and Troubleshooting Resources Microsoft Microsoft Certified Desktop Support Technician (MCDST) 70-271 Supporting Users & Troubleshooting a Windows XP O/S To explain how to manage and troubleshoot resources  more...

Resolving Issues with the Operating System and Office Applications Resolving Issues with the Operating System and Office Applications Microsoft Microsoft Certified Desktop Support Technician (MCDST) 70-272 Supporting Users & Troubleshooting Desktop Apps. on a Windows XP O/S To explain how to resolve issues with the operating system and Office applications  more...

Resolving Issues with Outlook and Outlook Express Resolving Issues with Outlook and Outlook Express Microsoft Microsoft Certified Desktop Support Technician (MCDST) 70-272 Supporting Users & Troubleshooting Desktop Apps. on a Windows XP O/S To explain how to resolve issues with Outlook and Outlook Express  more...

Resolving Issues with Hardware and Network Connectivity Resolving Issues with Hardware and Network Connectivity Microsoft Microsoft Certified Desktop Support Technician (MCDST) 70-272 Supporting Users & Troubleshooting Desktop Apps. on a Windows XP O/S To explain how to resolve issues with hardware and network connectivity  more...

Resolving Issues with Internet Explorer Application Security and Security Inci Resolving Issues with Internet Explorer, Application Security, and Security Inci Microsoft Microsoft Certified Desktop Support Technician (MCDST) 70-272 Supporting Users & Troubleshooting Desktop Apps. on a Windows XP O/S To explain how to resolve issues with Internet Explorer and to configure application security  more...

Windows Server 2003 Administration and Services Support Windows Server 2003 Administration and Services Support Microsoft To describe how to administer the services that Windows Server 2003 supports  more...

Deploying Windows Vista Deploying Windows Vista Microsoft Microsoft Certified IT Professional Windows Vista Enterprise Support Technician Microsoft Windows Vista is the leading operating system used on desktops throughout the world in enterprise and home environments. It provides enhanced security, performance, reliability, and reduced cost for deployment and management. This course discusses the deployment  more...

Troubleshooting Windows Vista Deployments Troubleshooting Windows Vista Deployments Microsoft Microsoft Certified IT Professional Windows Vista Enterprise Support Technician Microsoft Windows Vista provides diagnostics and tools to help reduce troubleshooting support costs and user interruptions. Windows Vista can detect and automatically correct most operating system and related hardware problems using these tools. If Vista cannot  more...

Configuring and Troubleshooting Windows Vista Security Configuring and Troubleshooting Windows Vista Security Microsoft Microsoft Certified IT Professional Windows Vista Enterprise Support Technician Microsoft Windows Vista provides enhanced security features to help protect computers from malicious attacks, spyware, and other unwanted software that can be installed on your system when it is connected to the Internet. Vista also ensures that  more...

Configuring and Troubleshooting User Access on Windows Vista Configuring and Troubleshooting User Access on Windows Vista Microsoft Microsoft Certified IT Professional Windows Vista Enterprise Support Technician Microsoft Windows Vista offers enhanced authentication mechanisms to allow legitimate users to log on to systems. These authentication mechanisms include using smart cards, biometrics, and username and password credentials. Once a user is  more...

Managing and Troubleshooting Windows Vista Systems Managing and Troubleshooting Windows Vista Systems Microsoft Microsoft Certified IT Professional Windows Vista Enterprise Support Technician Many of Microsoft Windows Vista's new and enhanced tools can be used to simplify system management and troubleshooting. Windows Vista can be managed by using Group Policy settings when the system is part of an Active Directory domain, or by setting  more...

Troubleshooting Windows Vista Performance and Reliability Troubleshooting Windows Vista Performance and Reliability Microsoft Microsoft Certified IT Professional Windows Vista Enterprise Support Technician Microsoft Windows Vista includes the Windows Reliability and Performance Monitor, a tool that provides multiple data monitoring and collection utilities for evaluating a system's performance and reliability. It can also be used to monitor the  more...

Configuring and Troubleshooting Windows Vista Networking Configuring and Troubleshooting Windows Vista Networking Microsoft Microsoft Certified IT Professional Windows Vista Enterprise Support Technician Microsoft Windows Vista provides the Network and Sharing Center to configure and diagnose networking connectivity. This feature also allows you to configure access to the network through wireless connections, and remote access using VPNs and  more...

Maintaining and Supporting Applications on Windows Vista Maintaining and Supporting Applications on Windows Vista Microsoft Microsoft Certified IT Professional Windows Vista Enterprise Support Technician Microsoft Windows Vista takes advantage of the Windows Installer engine to install, maintain, and remove applications through the use of installation packages. Administrators can deploy these packages using various tools, including the MsiExec  more...

First Aid CPR First Aid: CPR Emergencies requiring cardiopulmonary resuscitation (CPR) can and do occur without warning. It is important that you know the basic emergency techniques for recognizing and treating failures of the respiratory system and heart. This one-hour course will focus on the ABCs of basic life support: maintaining an open airway, restoring breathing, and restoring circulation. Note:  more...

First Aid Automated External Defibrillator First Aid: Automated External Defibrillator The primary focus of this 30-minute course is the proper use of the Automated External Defibrillator (AED). Use of the AED also includes the ABCs of basic life support: maintaining an open airway, restoring breathing, and restoring circulation, which will also be briefly reviewed in this training. Note: This training should not be used as the  more...

SAP R 3 Release 4 6 Fundamentals SAP R/3 Release 4.6 Fundamentals SAP To describe and demonstrate how SAP R/3 Release 4.6 application modules support business activities  more...

Installing Windows Vista Installing Windows Vista Microsoft Microsoft Certified IT Professional Windows Server 2008 Enterprise Administrator There are a number of versions of the Windows Vista operating system, each designed for a particular situation. Because the cost of upgrading operating systems can be steep, choosing the right version of an operating system is important. The chosen operating system version must  more...

Bloodborne Pathogen Awarenss Bloodborne Pathogen Awarenss This course will provide you with a basic understanding of bloodborne pathogens, common modes of transmission, methods of prevention, and what to do if an exposure occurs. Information presented will help minimize serious health risks to persons who may have personal exposure to blood and other potentially infectious materials in the workplace. This course has  more...

Benzene Awareness Benzene Awareness Benzene is a volatile chemical formed from both natural processes and human activities. Natural sources of benzene include emissions from volcanoes and forest fires. Benzene is also a natural part of crude oil, gasoline, and cigarette smoke. Benzene is widely used in the United States, ranking in the top 20 chemicals for production volume. It is primarily used as a solvent,  more...

Discover Powerpoint 2007 Level 3 Discover Powerpoint 2007: Level 3 Microsoft Discover PowerPoint 2007 from Technology Skills is a rich, multimedia learning tool for users of Microsoft PowerPoint 2007. PowerPoint 2007 builds on the presentation features of previous versions of the software program to provide powerful tools for creating and sharing professional documents through a fresh and efficient new look. Topics cover  more...

Oracle Database 10g New Features in VLDB Support Oracle Database 10g: New Features in VLDB Support Oracle To use Oracle 10g's new VLDB support features  more...

Regular Expressions and User Access in Oracle Database 10g Regular Expressions and User Access in Oracle Database 10g Oracle To demonstrate how to use regular expression support and control user access in Oracle 10g  more...

Dealing with Irrational Customers and Escalating Complaints Dealing with Irrational Customers and Escalating Complaints Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in place so that Customer Service Representatives know how and when to escalate such a call. This  more...

Managing a Customer Focused Department Simulation Managing a Customer Focused Department Simulation Attracting new customers is important, but retaining them is an even greater challenge. It takes only a moment--a single lapse in service; an unmet expectation; a delay in delivery--to lose a customer forever and tarnish a company's reputation. To counter this, customer service representatives must remain vigilante, on top of their game at  more...

Function Activities Function Activities ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam Every IT service requires applications software that provides functioning for systems, services, and processes. And proper Application Management is critical to successfully delivering, supporting, and maintaining IT services in your organization, both  more...

Technology and Implementation Considerations Technology and Implementation Considerations ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam Implementing processes and technologies in any organization requires significant planning, analysis and management. Implementing Service Management process capabilities is no different. The method of implementation must be planned,  more...

Fair Labor Standards Act FLSA Fair Labor Standards Act (FLSA) The Fair Labor Standards Act (FLSA) establishes specific minimum requirements in relation to employees' wages, hours of work, overtime entitlements, and payroll records. The act was passed to set and enforce federal requirements on minimum wages and overtime. The FLSA became federal law in 1938 as part of President Roosevelt's New Deal its primary aim was to  more...

Interviewing Hiring Practices Interviewing & Hiring Practices This course will present strategies for exercising sound judgment in the hiring and interviewing process. It will help managers and supervisors with hiring authority to recognize and avoid discrimination in the recruitment process. This course was developed with subject matter support provided by the Labor & Employment Law Group of the law firm of Baker,  more...

Record Retention Record Retention Does your company have a formal policy for how to retain and dispose of its records? Do you know what records you need to retain, how long you should retain them for, and which disposal techniques you should use? Following the Arthur Andersen case, many companies are reexamining what documents they keep and how long they must keep them. Having a carefully planned and  more...

Independent Contractors Temporary Employees Independent Contractors & Temporary Employees Many companies are hiring contract or temporary employees to meet their changing staffing needs. Before hiring an independent contractor or temporary employee--also referred to as a contingency worker--companies should be aware of the costs involved along with the relevant legal and taxation issues. It is important that both parties have a clear  more...

Documenting Discipline Documenting Discipline Disciplinary action in the workplace is a delicate matter. A serious conflict between manager and worker can give rise to a lengthy grievance procedure, or, at worst, legal action. Detailed disciplinary documents are the best defense when a manager's actions are called into question. Without these documents there may be no record of a worker's repeated infractions or  more...

Code of Conduct Awareness Code of Conduct Awareness A code of conduct is a key part of the ethical framework in any organization. It should outline an organization's key ethical principles and provide detailed guidelines on the expected standards of behavior for employees. The code must be effectively distributed to all employees in order to be useful, and should include a clear statement of penalties for breaching  more...

Workplace Ethics Workplace Ethics The corporate scandals in recent years have highlighted the need for the development of corporate and legal standards for ethical conduct in business. The perceived lack of integrity in the business world, and the lack of concern for the consumer at that time, heightened demands for businesses to develop a stronger focus on ethics in business. This course considers the  more...

Oracle 11i System Monitoring and Troubleshooting in OAM Oracle 11i: System Monitoring and Troubleshooting in OAM Oracle To monitor and manage some of the system components of Oracle E-Business Suite, run some troubleshooting wizards, and use the Support Cart feature in Oracle Applications Manager (OAM)  more...

Workplace Diversity Awareness Workplace Diversity Awareness In today's workplace, organizations increasingly are experiencing a diverse community of employees and customers. Having and knowing how to respond to a diverse workforce can enhance an organization's ability to cope with changing workplace dynamics, and expand the creativity of the organization while at the same time facilitating staff retention and  more...

Building NET 3 5 Applications with Visual Studio 2008 Building .NET 3.5 Applications with Visual Studio 2008 Microsoft Visual Studio 2008 is an integrated development environment that includes a drag-and-drop interface designer and many other tools for building and deploying .NET applications. Various enhancements have been added to the .NET Framework 3.5, including support for developing applications using Windows Presentation Foundation,  more...

Antitrust - Overview Antitrust - Overview Antitrust laws prohibit business practices that undermine competitiveness or are considered to be unfair. The term 'antitrust' derives from US legislation that was originally formulated to combat business trusts now commonly known as cartels. There are three major federal antitrust laws: the Sherman Antitrust Act, the Clayton Act, and the Federal Trade Commission Act.  more...

Antitrust - Talking with the Competition Antitrust - Talking with the Competition Collaboration is an agreement to engage in some form of economic activity with another party. In modern markets, competitors may decide to collaborate for a number of reasons. These include funding innovation projects, sharing marketing or distribution costs, or implementing best practices in production or services. Collaborating with a competitor can  more...

Antitrust - Trade Associations Antitrust - Trade Associations This course outlines antitrust legislation as it applies to trade associations and describes how such associations can avoid antitrust violations. Competitors join a trade association to pursue a common business purpose. This makes such associations especially susceptible to antitrust investigation under federal and state laws, such as Section 1 of the Sherman  more...

Getting Results without Direct Authority Reciprocity Getting Results without Direct Authority: Reciprocity One way to get results without authority is to leverage the law of reciprocity. For example, you help someone with a difficult analysis and that person in turn helps you put together a presentation. Or you support a colleague in a meeting, and later you get a key role in that colleague's project. For any trade to be successful, though,  more...

Anti-Money Laundering Anti-Money Laundering This course provides basic information on US money laundering laws and international anti-money laundering efforts. It also discusses actions that those working in banks, insurance companies, and other financial institutions can take to better identify and manage risks associated with money laundering. This course was developed with subject matter support provided by  more...

Understanding the Risks of Using Internet Media Electronic Communications Understanding the Risks of Using Internet Media & Electronic Communications Regular use of the Internet and electronic communications is a way of life for most people, as technology makes it easier to communicate with coworkers, clients, family, and friends. The near constant availability of e-mail, social and professional networking web sites, personal digital assistants (PDAs), cell  more...

Foreign Corrupt Practices Act Foreign Corrupt Practices Act US firms seeking to do business in foreign markets must be familiar with the Foreign Corrupt Practices Act (FCPA). The Act prohibits corrupt payments to foreign officials for the purpose of obtaining or keeping business. This course provides an overview of the FCPA. It illustrates how the Act can impact your business and gives advice on the steps you can take to  more...

Intellectual Property Overview Intellectual Property Overview Employees are often confronted with the responsibility of protecting a company's intellectual property rights, while still communicating the company's identity or ideas to internal and external customers. How do employees perform this function effectively? This course explains the basic types of intellectual property, the legal protections in place, and the  more...

Trade Secrets Trade Secrets A trade secret is information that is of proven economic value to its owner, is actively protected, and is not generally known to competitors. Trade secrets are important because they provide a competitive advantage to their owners and may be the only viable form of legal protection available. They are protected under the Uniform Trade Secrets Act (UTSA), in those states that  more...

Understanding the Americans with Disabilities Act ADA Understanding the Americans with Disabilities Act (ADA) This course explains the concepts, requirements, and practical application of the Americans with Disabilities Act of 1990 (ADA). The ADA makes it unlawful to discriminate in employment against a qualified individual with a disability. The Act requires all private, state, or local government employers with 15 or more employees to ensure  more...

Conflicts of Interest in the Workplace Conflicts of Interest in the Workplace This course is designed to raise employee awareness about conflicts of interest in the workplace what constitutes a conflict of interest, how a conflict of interest can be avoided, and the appropriate action to take to ensure that a conflict of interest does not negatively impact the employer or the employee. An employee has a conflict of interest with  more...

Rightful Employment Termination Rightful Employment Termination One of the most difficult things you will do as a manager is to terminate an employee. The employee who is being terminated regardless of the reason for the termination may feel angry, frustrated, or betrayed. He or she may be looking for someone or something else to blame, and if the termination is not handled properly, your company could find itself  more...

Equal Employment Opportunity Discriminatory Practices in Hiring Equal Employment Opportunity & Discriminatory Practices in Hiring Think about the last time you conducted an employment interview. Did you pay attention to the types of questions you asked the applicants? If not, you may have requested information prohibited under antidiscrimination laws. It is essential to know the types of questions that can, and cannot, be asked in order to avoid charges  more...

Privacy Information Security Privacy & Information Security Information about individuals is used by businesses to provide customers with a huge array of targeted goods and personalized services that consumers have come to expect. If it lands in the wrong hands, this same information can result in harm to the very individuals it was meant to serve. The protection of an individual's personal information has business  more...

Procurement Integrity Procurement Integrity Integrity in the procurement and acquisition process is essential to ensuring fairness in the selection and awarding of contracts through a competitive bid process. Prior abuses of these processes led to the passage of the Procurement Integrity Act. The purpose of the act is to protect the federal agency procurement process from federal employees or contractors who  more...

Promoting a Substance-free Workplace Promoting a Substance-free Workplace Substance abuse is a pervasive problem in society, so it's no surprise that it carries over into the workplace. According to statistics compiled by the National Institute on Drug Abuse, nearly 75 of all adult illicit drug users are employed, as are most binge and heavy alcohol users. Substance abusers are more likely to be late or absent from work, change  more...

Code of Conduct Company Template Code of Conduct Company Template The purpose of this course is to familiarize your employees with your company's Code of Conduct and any other related policies that define your expectations for their conduct as an employee of your company. This course is designed to serve as a customizable template for that purpose. Topics can be removed or modified to suit your company's requirements.  more...

Integrity in the Workplace Integrity in the Workplace Whistleblowing and ethics in the workplace have been in the headlines over the past few years because high-profile employees have blown the whistle on large public companies, such as Enron and WorldCom. However, integrity and ethics in the workplace are not just for large, high-profile companies. Almost every employer is subject to state or federal laws and  more...

Preventing Fraud Abuse Preventing Fraud & Abuse Private investors and business entities lose millions of dollars every year to fraudulent schemes, such as embezzlement, false insurance claims, investment scams, and double billing. Through stepped-up government regulations and tough anti-fraud laws, the business world has come a long way in cracking down on fraud. However, there is still great need for employees at  more...

Sarbanes-Oxley What You Need to Know Sarbanes-Oxley: What You Need to Know Sparked by a wave of dramatic corporate and accounting scandals, the Sarbanes-Oxley Act was signed into law on July 30, 2002. The law is intended to protect investors by improving the accuracy and reliability of corporate disclosures required by law, and to enforce compliance by making both corporations and individuals accountable for their actions via  more...

I-9 Compliance Verifying Employment Eligibility of US Non-US Citizens I-9 Compliance: Verifying Employment Eligibility of US & Non-US Citizens Many people come to the United States in search of employment opportunities. While many of these people enter the country legally and have authorization to work here, there are many others who reside in the US illegally. Section 274A of the Immigration and Nationality Act (INA) requires employers to hire only  more...

Illegal Insider Trading Simulation Illegal Insider Trading Simulation You're a computer support specialist for GenTronic Labs, a publicly-traded, cutting-edge biotechnology company that has several promising new drugs in various stages of development. You own GenTronic Labs stock shares that you bought through an employee stock purchase plan. One day, your coworker and friend, Clay Lennon, tells you that in a few days, the  more...

Customer Service Processes and Procedures Customer Service Processes and Procedures Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service:  more...

Quality in a Support Center ...a Support Center Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes  more...

Support Center Tools Technologies and Metrics Support Center Tools, Technologies and Metrics Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Service Representative (CSR). To ensure this consistently high level of service, the CSR can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the  more...

The Customer Service Representative CSR The Customer Service Representative (CSR) HDI HDI Customer Service Representative Customer Service Representative Certification Library It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result  more...

Support Center Services and Work Environment Support Center Services and Work Environment HDI HDI Customer Service Representative Customer Service Representative Certification Library This course is intended to introduce the learner to the basic levels of service commitments and attitude expected of customer service representatives. Best practices, personal accountability, enhancing the image of the organization, and the work  more...

Team and Customer Relationships ...stomer relationships. Teamwork is a critical component of a support center. This course looks at the individual responsibilities of each team member, as well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a support center, customer relationships are everything and communication is king Many customer problems are caused by  more...

Customer Interactions Customer Interactions Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support  more...

Communication Skills ...munication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Service Representative (CSR) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers  more...

Conflict Stress and Time Management Conflict, Stress, and Time Management Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the  more...

Introduction to Operational Support and Analysis Introduction to Operational Support and Analysis ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam Within the context of ITIL , service operation is sometimes referred to as the 'factory' of IT. It focuses on the daily activities and organizational infrastructure that are used to deliver services to the organization and the  more...

Introduction to Event Management Introduction to Event Management ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam It's essential that you know the status of all components in your IT infrastructure at any given time. Monitoring all events that occur can provide you with invaluable data to help your organization identify and isolate not only problems that are  more...

Introduction to Incident Management Introduction to Incident Management ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam No process in IT service delivery is foolproof; at some point in time an unplanned interruption will most likely occur ranging from a minor incident to the disastrous crashing of a critical system. The key to surviving any type of incident lies  more...

Incident Management Interactions Incident Management Interactions ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam The ability to resolve a problem efficiently is critical for both you and your customers. But what happens when you have dozens, hundreds, or even thousands of customers each contacting you with the same issue? While you may be able to resolve each  more...

Introduction to Request Fulfillment Introduction to Request Fulfillment ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam When you think of reasons for contacting the IT Department in your organization, it's most likely to resolve a problem. Typically you contact them when something isn't working right whether it be a connection error, system crash, or other  more...

Request Fulfillment Process Interfaces and Challenges Request Fulfillment Process Interfaces and Challenges ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam What would you think if you called your Internet provider to get a new password, and they told you it was going to be a week before they could resolve your request? Or even worse, imagine them not being able to do it at all  more...

Leading a Customer-focused Team Leading a Customer-focused Team The quality of your customer service is in the hands of the people who deliver it. As their leader it's your responsibility to give them the direction, resources, and support they need to succeed.This course shows you how to work with them to create a customer-focused environment that fulfills customers' expectations while still achieving corporate goals. The  more...

Conducting Coaching Sessions Conducting Coaching Sessions An important part of any coaching session is asking the right questions. When you do this, your coachees will be more focused, attentive, and proactive in finding their own solutions. But you need to know what questions to ask, and in what order. It helps to follow a structured approach that guides you from a broad understanding of what your coachee is trying to  more...

Mentoring Effectively Mentoring Effectively Perhaps your organization has asked you to help induct a new employee. Maybe a junior colleague has approached you for guidance. Or perhaps you want to "fast track" a rising star into a particular leadership position. Whatever the case, before you sign on as a mentor you'll want to learn all you can about the process, from how mentoring benefits you and your career to  more...

Building Positive Support for Change Building Positive Support for Change It's often said that people don't like change. But when it comes to organizational change, employees are genuinely interested in making things better an improvement in processes, systems, functions, or services most likely translates into direct improvements for the employee too. But employees cannot support change and recognize its benefits without first  more...

You and Your Boss You and Your Boss Your boss can be the lifeline to your future. Typically, no one has more influence over your immediate and long-term success than the person to whom you report. Not only will you find enjoyment and reward in your current position, but you want your boss to be a source of support when the day comes that you are ready to move ahead with your career. This course teaches  more...

Developing Applications that Use SQL Server Support Services Developing Applications that Use SQL Server Support Services Microsoft recognize how to develop and deploy SQL Service Support solutions with Notification Services and Service Broker  more...

ITIL reg V3 Overview Creating a Service Culture ITIL® V3 Overview: Creating a Service Culture Organizations around the globe rely on information technology now more than ever in order to survive and thrive in today\'s competitive environment. But how do you balance the growing need for information technology management with tried and true business practices? How do you align processes, people, and systems while maintaining and  more...

Problem Management Process Interfaces Challenges Problem Management Process Interfaces & Challenges ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam An efficient Problem Management process is vital in ensuring your organization is ready to handle and resolve problems successfully. And the ability to know what information is important and how to use that information to analyze  more...

Introduction to Problem Management Introduction to Problem Management ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam Problems will inevitably crop up at some point while managing your IT Service Life Cycle. Usually, they are first noticed when the incidents they cause are detected. Proper Problem Management aims to eliminate recurring incidents by addressing  more...

Introduction to Access Management Introduction to Access Management ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam You probably wouldn't leave the keys to your car, house, or office lying around for anyone to grab and use as they please. The same attention you give to protecting your physical valuables should be considered when protecting the confidentiality,  more...

Attorney Client Privilege Attorney Client Privilege This course covers the attorney-client privilege that protects communications between attorneys and their clients and ensures their confidentiality. Many corporate businesspeople are not sure of their rights under the attorney-client privilege, and as such risk destroying the privilege and losing their rights. This course defines attorney-client responsibilities and  more...

Doing Business on the Internet Doing Business on the Internet The use of the Internet as a means of doing business has changed the way in which business transactions can take place forever. Business can be conducted across vast geographical distances with a much greater degree of ease than was possible even twenty years ago. However, while advancements in technology have enabled the development of new business models, the  more...

Doing Business with the Government Doing Business with the Government This course explains how to identify, win, and manage contracts with the largest consumer of goods and services in the world--the U.S. government. Each year the federal government awards contracts worth over $200 billion to businesses of all sizes and diversity. Of the 20 percent of contracts designated for small businesses, one quarter are aimed at  more...

Supervisor Manager Sexual Harassment Awareness Multi-State Edition Supervisor & Manager Sexual Harassment Awareness (Multi-State Edition) Sexual harassment can have a very negative impact on an organization's work environment. Managers and supervisors have a responsibility to both their employees and their company to know their role in preventing and responding to sexual harassment. This role includes knowing the laws, guidelines, policies, and resources  more...

Employee Sexual Harassment Awareness Employee Sexual Harassment Awareness Overview/Description Sexual harassment can have a disastrous impact on victims, offenders, and the company in which the offense occurs. Training employees in the essentials of prohibited conduct is an important part of reducing liability and maintaining a professional work environment. This course helps participants identify two types of sexual  more...

Introduction to the Service Desk Introduction to the Service Desk ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam Whether you call your Internet provider because you can't connect to your bank because your online banking password isn't working or your satellite television provider because your signal is poor, chances are all these different calls for  more...

Service Desk Metrics and Outsourcing Service Desk Metrics and Outsourcing ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam Service Desks are an integral part of any IT service-providing organization, and it's vital to accurately and consistently measure how your Service Desk is performing to ensure it is addressing the needs of customers and users, and also to make  more...

Sustaining Organizational Change Sustaining Organizational Change Decisions to transform an organization are vital to the health of the business, and organizational change efforts are often made to improve service, streamline operations, and of course improve the bottom line. After such a transformation in your organization, how do you engage, excite, and support the biggest driver for success in your organization - your  more...

Leading Change Leading Change Change is not an event; it is a process. Change can happen quickly and, in some situations, can be urgent However, it can take time for individuals to make the transition from one way of working to another. The change process isn't simply about introducing new systems it's about leading people from an old way of working to a new way of working, and it's vital that you lead the  more...

Six Sigma Leadership and Change Management Six Sigma Leadership and Change Management ASQ Six Sigma Black Belt (SSBB) The enterprise leaders in an organization play the most critical role in Six Sigma success. These leaders affect the deployment of Six Sigma in terms of providing resources, removing roadblocks, managing change, and communicating Six Sigma vision to all organizational members. Though Black Belts are not necessarily a  more...

Introduction to Functions Introduction to Functions ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam When you hear the term 'manage', you might typically think in terms of people management the staff and human resources of an organization that perform the work of the business. However, much more than just people are managed in a successful IT  more...

Cisco CVOICE 8 0 QoS Mechanisms Cisco CVOICE 8.0: QoS Mechanisms Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0) IP networks must provide a number of services to adequately support voice transmission using VoIP. These services include security, predictability, measurability, and some level of delivery guarantee. Network administrators and architects  more...

Cisco CVOICE 8 0 Congestion Rate Limiting AutoQos Cisco CVOICE 8.0: Congestion, Rate Limiting & AutoQos Cisco CCNP Voice (formerly known as CCVP) 642-437 Implementing Ciso Voice Communications and QoS v8.0 (CVOICE v8.0) Queuing algorithms are one of the primary ways to manage congestion in a network. Network devices manage an overflow of arriving traffic by using a queuing algorithm to sort traffic and determine a method of prioritizing the  more...

IT Project Management Essentials Testing Deliverables Closing IT Projects IT Project Management Essentials: Testing Deliverables & Closing IT Projects Because it's a significant point in an IT project, the closing phase has its own set of processes and activities. When a project manager carries out those activities and processes, he or she can demonstrate that the project goal has been met and provide the team with a sense of accomplishment. In addition, carrying  more...

Cascading Style Sheets in Dreamweaver CS4 Cascading Style Sheets in Dreamweaver CS4 Adobe Cascading Style Sheets, commonly referred to as CSS, are a set of formatting conventions allowing you to standardize and enhance the appearance of a web site. By implementing CSS you can fully separate your web site's presentation from its content, and give the site a consistent feel. Dreamweaver CS4 provides increased CSS support, with the  more...

Principles of Acct Finance for Non-financial Professionals Principles of Acct. & Finance for Non-financial Professionals Finance and accounting are at the heart of every business. These functions deal with recording, summarizing, and analyzing financial information across all departments for decision making, directing, and controlling their resources and activities. Every activity or non-activity in an organization has financial implications and  more...

Essential Skills for Admin Support Professionals--Simulation Essential Skills for Admin Support Professionals--Simulation The role of the administrative support professional today reaches far beyond the dated cliche of the secretary answering phones and filing documents. Effective administrative support professionals require an extensive array of skills, including communication, organizational, managerial, problem-solving, and conflict-resolution  more...

ITIL reg v3 Intermediate Operational Support and Analysis ITIL® v3 Intermediate: Operational Support and Analysis ITIL ITIL Intermediate Level - Service Capability ITIL® v3 Intermediate: Operational Support & Analysis Exam  more...

Oracle Database 11g R2 Database Diagnostics Flashsback Technologies Oracle Database 11g R2: Database Diagnostics & Flashsback Technologies Oracle Administering an Oracle database requires monitoring and diagnosing data failures and recovering from them. Oracle Database 11g Release 2 provides the Data Recovery Advisor which eases this task by automatically detecting errors when they occur and providing repair advice. The use of the Automatic Diagnostic  more...

Marketing Essentials Planning and People Marketing Essentials: Planning and People The four Ps of the traditional marketing mix (Product, Price, Place, and Promotion) are important strategic cornerstones of any marketing activity. However, this traditional view of the Marketing Mix fails to address two very important aspects of marketing: planning and people. This course focuses its attention on the importance of linking marketing  more...

Marketing Essentials Promotion Marketing Essentials: Promotion How do you get customers interested in your products and services? What kinds of sales and advertising strategies will you use? How will public relations support your promotional strategies, if at all? Promotion, a key aspect of the marketing mix, focuses on raising awareness about your product and service offerings among key customer target groups. This  more...

Microsoft Certified Desktop Support Technician Library Microsoft Certified Desktop Support Technician Library Microsoft Microsoft Certified Desktop Support Technician (MCDST) Microsoft Certified Desktop Support Technician Library  more...

Designing Windows 7 Client Configuration Designing Windows 7 Client Configuration Microsoft Microsoft Certified IT Professional Windows 7 Enterprise Desktop Administrator Microsoft Windows 7 can be a standalone client machine or part of a domain. Either way, users and administrators should ensure that computers are secure and are configured properly to mitigate any issues. In a domain environment, client computers should have  more...

Configuring Mobile Computing in Windows 7 Configuring Mobile Computing in Windows 7 Microsoft Microsoft Certified Technology Specialist Windows 7, Configuration (Exam 70-680) Remote access and remote security are fundamental aspects of IT environments. From small remote telecommuter offices, to enterprise networks, remote access and the security to make them viable are everyday concerns in modern networks. This course examines  more...

SAP Product Lifecycle Management SAP Product Lifecycle Management SAP SAP Product Lifecycle Management (PLM) provides a comprehensive solution for managing all product-related information required in support of processes including planning, innovation, design, quality management, and engineering. As an integrated solution to SAP's enterprise resource planning (ERP) system, all information stored and maintained using the PLM  more...

First Time Manager Meeting Expectations First Time Manager: Meeting Expectations One of the most exciting and challenging changes that comes with moving into a management role, is the need to take a more strategic view of the work you are doing. As a first-time manager, you have to develop a greater awareness of how your own work, and the work of those in your department, fits in with the organizational vision. You need to know  more...

Administrative Professionals Representing Your Boss Administrative Professionals: Representing Your Boss As an administrative support professional, every interaction you have with others leaves an impression of not only yourself but of your boss. The ability to represent your boss in a positive and professional light is essential to both your own and your boss's success. This course covers the skills you need to be successful as an  more...

HIPAA Privacy Essentials HIPAA Privacy Essentials This course presents an overview of HIPAA (the Health Insurance Portability and Accountability Act), outlining the main components and identifying who is covered by the Act. It examines the privacy provisions under HIPAA as they relate to protected health information (PHI). This course helps employees and business associates of covered entities recognize the key  more...

SAP Project Planning Implementation SAP Project Planning & Implementation SAP SAP provides tools to help businesses quickly and efficiently implement SAP through the Accelerated SAP (ASAP) Roadmap, and to configure SAP to fit the requirements of your business. This course surveys the key activities and tasks that make up the five phases of SAP implementation using ASAP methodology: Project Preparation, Business Blueprint,  more...

SAP Netweaver Platform SAP Netweaver Platform SAP SAP NetWeaver is an integration and application platform that aligns and integrates people, information, and business processes spread across different technological platforms. This course introduces SAP NetWeaver architecture components and tools and discusses how they serve and function as an integration or application platform for SAP solutions. NetWeaver's  more...

Tool Support in Software Testing Tool Support in Software Testing ISTQB ISEB/ISTQB Foundation Certificate in Software Testing Foundation Certificate in Software Testing Software systems are increasingly ubiquitous in all aspects of our lives. Failures in these systems can be costly in terms of money, time, and business reputation. Some software failures can even result in personal injury or death. Effective software testing  more...

Configure Network Access in Windows Server 2008 Configure Network Access in Windows Server 2008 Microsoft Microsoft Certified Technology Specialist Windows Server 2008, Network Infrastructure Configuration (Exam 70-642) Routing and Remote Access Services in Windows Server 2008 provide remote access to clients through dial-up services and virtual private network (VPN) configuration. Remote and mobile users are continuing to increase in  more...

Name Resolution in Windows Server 2008 Name Resolution in Windows Server 2008 Microsoft Microsoft Certified Technology Specialist Windows Server 2008, Network Infrastructure Configuration (Exam 70-642) The Domain Name System (DNS) is a central network infrastructure service and continues to provide enhanced features in Windows Server 2008. With full support for the new, longer addresses of the IP version 6 protocol specification,  more...

Configure Manager Maintain IP Services in Windows Server 2008 Configure, Manager & Maintain IP Services in Windows Server 2008 Microsoft Microsoft Certified Technology Specialist Windows Server 2008, Network Infrastructure Configuration (Exam 70-642) Routing services and protocols are vital for maintaining secure and efficient communication in a network infrastructure. Windows Server 2008 provides key services including routing, remote access, and  more...

Active Directory Certificate Services in Windows Server 2008 Active Directory Certificate Services in Windows Server 2008 Microsoft Microsoft Certified Technology Specialist Windows Server 2008, Active Directory Configuration (Exam 70-640) Windows Server 2008 introduces many new enhancements to the already popular certificate management service. This course covers Certificate Services in Windows Server 2008, which can be used to employ cost effective  more...

Information Security Program Management Resources Implementation Information Security Program Management: Resources & Implementation ISACA Certified Information Security Manager Certified Information Security Manager® Once there is an information security program framework in place, the next step for an information security manager is to catalog the resources on hand, and to assemble the resources that are still required in order to implement the  more...

Configuring DNS in Windows Server 2008 Configuring DNS in Windows Server 2008 Microsoft Microsoft Certified Technology Specialist Windows Server 2008, Active Directory Configuration (Exam 70-640) The Domain Naming System (DNS) is one of the most enhanced features in Windows Server 2008. With full support for the new, longer addresses of the IP version 6 protocol specification, along with continued support for the native IP  more...

Planning for Exchange Server 2010 Planning for Exchange Server 2010 Microsoft Microsoft Certified Technology Specialist Exchange Server 2010, Configuration (Exam 70-662) Microsoft Exchange Server 2010 is the latest release in Microsoft's e-mail and messaging software. The core functionality of Exchange Server remains the same; however, there has been key improvements in the areas of security and compliance, unified  more...

Cisco Switch 1 0 Accomodating Voice Video in Campus Networks Cisco Switch 1.0: Accomodating Voice & Video in Campus Networks Cisco Cisco Certified Design Professional (CCDP ) 642-813 Implementing Cisco IP Switched Networks (SWITCH) v1.0 When you are migrating to a VoIP network, all network requirements, including power and capacity planning, must be examined so that voice is seamlessly integrated into the existing network. IP telephony services  more...

Dealing with Irrational Customers Escalating Complaints Dealing with Irrational Customers & Escalating Complaints HDI HDI Customer Service Representative Customer Service Representative Certification Library Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in  more...

Support Center Tools Technologies Metrics Support Center Tools, Technologies & Metrics HDI HDI Customer Service Representative Customer Service Representative Certification Library Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Service Representative (CSR). To ensure this consistently high level of service, the CSR can draw an array of management tools and  more...

Quality in a Support Center ...a Support Center HDI HDI Customer Service Representative Customer Service Representative Certification Library Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be  more...

Customer Service Processes Procedures Customer Service Processes & Procedures HDI HDI Customer Service Representative Customer Service Representative Certification Library Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended  more...

Conglict Stress Time Management Conglict, Stress & Time Management HDI HDI Customer Service Representative Customer Service Representative Certification Library Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be  more...

Communications Skills ...munication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Service Representative (CSR) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers  more...

Customer Interactions Customer Interactions HDI HDI Customer Service Representative Customer Service Representative Certification Library Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper  more...

Cisco TSHOOT 1 0 Route Redistribution BGP Performance Issues Cisco TSHOOT 1.0: Route Redistribution, BGP & Performance Issues Cisco 642-832 Troubleshooting and Maintaining Cisco IP Networks (TSHOOT) v1.0 Ideally, a single routing protocol is used to exchange routing information in an enterprise network. However, organizational requirements such as partnerships, mergers, technology migrations, and changes in policy can make it necessary to support the  more...

Cisco TSHOOT 1 0 Maintenance Troubleshooting Tools Applications Cisco TSHOOT 1.0: Maintenance, Troubleshooting Tools & Applications Cisco 642-832 Troubleshooting and Maintaining Cisco IP Networks (TSHOOT) v1.0 Troubleshooting can be a time-consuming process. During outages, lost time comes at a price in terms of lost productivity or lost revenue. Knowing the environment in which you are troubleshooting is fundamental to efficient fault resolution. Any  more...

Cisco TSHOOT 1 0 Planning Troubleshooting Processes for Networks Cisco TSHOOT 1.0: Planning Troubleshooting Processes for Networks Cisco 642-832 Troubleshooting and Maintaining Cisco IP Networks (TSHOOT) v1.0 As enterprises become more and more dependent on their network infrastructure to support their business, the cost of network downtime has increased. When employees cannot perform their jobs due to network problems, the company loses productivity, and  more...

Cisco Route 1 0 EIGRP Implementation for the Enterprise Cisco Route 1.0: EIGRP Implementation for the Enterprise Cisco Cisco Certified Design Professional (CCDP ) 642-902 Implementing Cisco IP Routing (ROUTE) v1.0 In routing environments, Enhanced Interior Gateway Routing Protocol (EIGRP) offers benefits and features over historical distance-vector routing protocols such as Routing Information Protocol version 1 (RIPv1). These benefits include  more...

Cisco Route 1 0 Routing Services for Converged Networks Cisco Route 1.0: Routing Services for Converged Networks Cisco Cisco Certified Design Professional (CCDP ) 642-902 Implementing Cisco IP Routing (ROUTE) v1.0 The convergence of voice, video, and data has not only changed the conceptual network models but has also affected the way that networks support services and applications. Planning routing services to support requirements requires an  more...

The Certificate Services Infrastructure in MS Win Server 2008 The Certificate Services Infrastructure in MS Win Server 2008 Microsoft Microsoft Certified IT Professional Windows Server 2008 Enterprise Administrator Design projects involving the addition or migration of a Public Key Infrastructure (PKI) and Windows Server 2008 Active Directory Certificate Services (AD CS) can be very challenging for the enterprise administrator and IT support team. A  more...

Managing High Performers Managing High Performers Are you paying enough attention to your high performance employees, the people who really help drive your organization? To assume that they don't need your ongoing support because they seem self-sufficient can be a costly mistake. If you don't give them the attention they need and deserve, they may take their energy elsewhere. The key is to keep them engaged and  more...

Cross-Functional Strategic Management Cross-Functional Strategic Management Cross-functional management involves managing in a way that bridges the functional silos that constrain your organization. You have to rethink your approach to business operations and promote synergy and collaboration in a team-based environment while moving toward a common objective. This course defines organizational cross-functionality and its  more...

Managing for Rapid Change Uncertainty Managing for Rapid Change & Uncertainty In an ever-changing business environment, organizations globally are faced with the challenges of having to reinvent themselves or face failure. This course examines the factors driving organizational change and shows how you can use a change management strategy to mitigate any potentially negative impact in your organization. It helps you prepare  more...

Competitive Marketing Strategies Selecting Implementing Strategies Competitive Marketing Strategies: Selecting & Implementing Strategies Competitive marketing strategies can help your organization gain market share, minimize the impact of competitors, and increase revenues. These outcomes can only be achieved, however, if organizations understand how to translate their competitive advantages into winning strategies. This course describes the different types  more...

Querying XML Data With XPath and XQuery Querying XML Data With XPath and XQuery The XML Path Language, XPath, is designed to allow the developer to select specific parts of an XML document. XPath is also used extensively with the XML query language, or XQuery. This course will cover how to use these languages to both navigate and query XML data. Specific topics covered include XPath basics, XPath functions, as well XQuery built-in  more...

Global Brand Management Global Brand Management Extending a brand globally is an intricate process that requires thorough research and preparation, organizational commitment, and a strong understanding of the risks and rewards associated with taking a brand global. This course outlines how to best approach global brand development by outlining how to carry out essential international market research and internal  more...

Information Security Governance Overview Information Security Governance: Overview ISACA Certified Information Security Manager Certified Information Security Manager® Information security governance is a major part of the job role of an information security manager. The goal of information security governance is to establish and maintain a framework to provide assurance that information security strategies are aligned with the  more...

Identifying Resolving Windows 7 Application Issues Identifying & Resolving Windows 7 Application Issues Microsoft Microsoft Certified IT Professional Windows 7 Enterprise Desktop Support Technician With the deployment of a new Operating System version comes the possibility of installation or operation issues of software and applications developed for previous OS versions. Software errors can be encountered during the installation,  more...

Management Maintenance of Windows 7 Client Systems Management & Maintenance of Windows 7 Client Systems Microsoft Microsoft Certified IT Professional Windows 7 Enterprise Desktop Support Technician Desktop operating systems sometimes develop problems over time or after configuration changes have occurred. These problems generally involve system performance issues or hardware/software-related problems. This course provides a look at key tools  more...

Troubleshooting Logon Resource Access Issues in Windows 7 Troubleshooting Logon & Resource Access Issues in Windows 7 Microsoft Microsoft Certified IT Professional Windows 7 Enterprise Desktop Support Technician The desktop support technician is often called upon to help with logon problems and to set up or resolve issues with resource access. Logon errors can be caused by simple issues such as network connectivity or use of incorrect credentials,  more...

Resolving Windows 7 Network Connectivity Issues Resolving Windows 7 Network Connectivity Issues Microsoft Microsoft Certified IT Professional Windows 7 Enterprise Desktop Support Technician Windows networking has improved considerably in Windows 7, but you will still be required to verify the configuration settings and troubleshoot problems for your clients. The good news is that Windows 7 comes with new built-in troubleshooting tools, as  more...

Dealing With Conflict Dealing With Conflict Successful teams are characterized by having a clear direction, trust among team members, effective communication, and the ability to quickly resolve conflict. In the early stages of team development, leaders must set up structures and processes that support the development of these team characteristics. Effective leadership is particularly required during the Storming  more...

Customer-Focused Interaction Customer-Focused Interaction Having positive interactions with your customers is one of the most effective ways to ensure you're providing excellent customer service. However, customers expectations have evolved over time, and so too have customer service strategies. Many organizations are improving their customer relationships and customer satisfaction levels by moving beyond traditional  more...

Forming Peer Relationships Alliances at Work Forming Peer Relationships & Alliances at Work Developing a healthy network of peers you trust plays a major role in your success at work. Cultivating these relationships is an important responsibility and it requires awareness, skills, and technique. Establishing a network of mutually supportive peers requires more than an appearance at a social event your organization sponsors. It's an  more...

CompTIA Server 2009 System Hardware CompTIA Server 2009: System Hardware CompTIA CompTIA Server 2009 SK0-003 CompTIA Server 2009 Being a good server administrator means that you understand your systems from the ground up both the software and the hardware. Today's server hardware is sophisticated and specialized to support multiple users, applications and processors, as well as provide fault tolerant, highly available  more...

Configuring Hardware Applications in Windows 7 Configuring Hardware & Applications in Windows 7 Microsoft Microsoft Certified Technology Specialist Windows 7, Configuration (Exam 70-680) Configuring device and application support, restrictions, and compatibility is one of the main jobs of desktop administrators. Windows 7 has many features built into it to allow you to perform these actions. This course will examine how to install,  more...

SUPPORTING USERS TROUBLESHOOTING A WINDOWS XP OPERATING SYSTEM SUPPORTING USERS & TROUBLESHOOTING A WINDOWS XP OPERATING SYSTEM Microsoft Microsoft Certified Desktop Support Technician (MCDST) 70-271 Supporting Users & Troubleshooting a Windows XP O/S  more...

SUPPORTING USERS TROUBLESHOOTING DESKTOP APPS ON A WINDOWS XP O S SUPPORTING USERS & TROUBLESHOOTING DESKTOP APPS ON A WINDOWS XP O/S Microsoft Microsoft Certified Desktop Support Technician (MCDST) 70-272 Supporting Users & Troubleshooting Desktop Apps. on a Windows XP O/S  more...

70-622 WINDOWS VISTA ENTERPRISE SUPPORT 70-622: WINDOWS VISTA ENTERPRISE SUPPORT Microsoft Microsoft Certified IT Professional Windows Vista Enterprise Support Technician  more...

MS Windows 7 First Look for IT Professionals MS Windows 7: First Look for IT Professionals Microsoft Windows 7 is the latest evolution in the Windows workstation product line of operating systems. Windows 7 builds on the accomplishments of Windows Vista and adds enhancements to create an increasingly easy environment to manage. This course looks at the SKUs of Windows 7 that will be available and discusses what is appropriate depending  more...

Government Contracting Essentials Government Contracting Essentials Overview/Description This course will provide a resource for employees of organizations who do business with the federal government and who therefore need to know how various federal laws that govern the contracting process affect their operations. Note that there may be special local or state rules that also apply, but those are not addressed in this  more...

Cascading Style Sheets in Deramweaver CS3 Cascading Style Sheets in Deramweaver CS3 Adobe Cascading Style Sheets, commonly referred to as CSS, are a set of formatting conventions allowing you to standardize and enhance the appearance of a web site. Dreamweaver CS3 provides increased CSS support, with the introduction of a new feature that identifies CSS-related browser rendering issues. Other new features related to CSS include a  more...

JavaScript Functions Regular Expressions JavaScript: Functions & Regular Expressions In JavaScript, all functions are technically Function objects and provide users with an alternative way to encapsulate statements to perform more powerful and useful actions in a reusable piece of code. Regular expressions ease the task of validating data in JavaScript programs. This course will explore how to use Function objects and useful  more...

BIS Export Controls and Antiboycott Provisions BIS Export Controls and Antiboycott Provisions After the events of September 11, 2001, the Export Administration Regulations (EAR), under the direction of the US Department of Commerce, Bureau of Industry and Security (BIS), tightened up export controls in an effort to prevent unauthorized access to US goods and technologies by foreign countries that might use these items for military or  more...

Cisco IUWNE 1 0 Wireless Frame Basics Nonstandard Technologies Cisco IUWNE 1.0: Wireless Frame Basics & Nonstandard Technologies Cisco Cisco Certified Network Associate Wireless (CCNA Wireless) 640-721 Implementing Cisco Unified Wireless Networking Essentials 1.0 While the 802.11x standard is most prevalent in today's wireless environments, it is also important to have a working knowledge of non-802.11 wireless technologies and their impact on WLANs.  more...

ASP NET AJAX and Client-Side Scripting With VB 2008 and ASP NET 3 5 ASP.NET AJAX and Client-Side Scripting With VB 2008 and ASP.NET 3.5 Microsoft Both Visual Studio 2008 and ASP.NET 3.5 provide integrated support for ASP.NET AJAX and client-side scripting. This course provides an overview of what ASP.NET AJAX is and demonstrates how to utilize ASP.NET AJAX and client-side script in web applications using Visual Studio 2008. Specific topics covered include  more...

XML Mobile Web Apps with VB 2008 and ASP NET 3 5 XML & Mobile Web Apps with VB 2008 and ASP.NET 3.5 Microsoft Both Visual Studio 2008 and ASP.NET 3.5 include support for working with XML and creating mobile web applications. This course provides an overview of the XML support provided by ASP.NET 3.5 and Visual Studio 2008. Specific topics covered include using LINQ to XML, how to read and write XML, and how to use XPath to process XML  more...

NET Framework 4 0 Client-Side Scripting AJAX with VB 2010 .NET Framework 4.0: Client-Side Scripting & AJAX with VB 2010 Microsoft Microsoft Certified Technology Specialist .Net Framework 4, Web Applications Development (Exam 70-515) Both Visual Studio 2010 and ASP.NET 4.0 provide integrated support for ASP.NET AJAX and client-side scripting. This course provides an overview of what ASP.NET AJAX is and demonstrates how to utilize ASP.NET AJAX as  more...

Creating Modifying Table Index Partitions in SQL Server 2008 Creating & Modifying Table & Index Partitions in SQL Server 2008 Microsoft Microsoft Certified Technology Specialist SQL Server 2008, Database Development (Exam 70-433) SQL Server 2008 offers the use of partitions to manage subsets of data for large tables and indexes. Partitions can be used to improve the read/write performance on tables within a database by allowing the data within tables  more...

Querying Managing XML Data inSQL Server 2008 Querying & Managing XML Data inSQL Server 2008 Microsoft Microsoft Certified Technology Specialist SQL Server 2008, Database Development (Exam 70-433) XML has been integrated into SQL Server 2008 so that XML data can be stored within databases using the XML data type. You can query this data using the XQuery language within the XML data type methods. SQL Server 2008 also provides support for  more...

Oracle Database 11g R2 Oracle Partioning Security Features Oracle Database 11g R2: Oracle Partioning & Security Features Oracle Oracle Database 11g Release 2 offers more advanced data warehouse, partitioning, security and network feature enhancements to allow the DBA to provide a more efficient way for users to access data in a secure environment. This course covers the enhanced data warehouse and partition enhancements, which includes support for  more...

Oracle Database 11g R2 Diagnosability Enhancements Oracle Database 11g R2: Diagnosability Enhancements Oracle Oracle Database 11g Release 2 offers new diagnosability enhancements to help DBAs in diagnosing, resolving, and preventing problems. These new features include enhancements to problem and incident identification, running health checks, and performing repairs on SQL statements. These features enables the DBA to quickly and efficiently  more...

Oracle Database 11g R2 Moving Data Oracle Support Oracle Database 11g R2: Moving Data & Oracle Support Oracle Oracle Database 11g Administrator Certified Associate 1Z0-052 Oracle Database 11g: Administration Workshop I Release 2 From time to time Oracle DBAs are required to move data. Oracle Database 11g Release 2 offers various ways to complete this task, including Oracle Data Pump, SQL*Loader, and the use of external tables. DBAs are also  more...

Troubleshooting IE8 Encryption Issues in Windows 7 Troubleshooting IE8 & Encryption Issues in Windows 7 Microsoft Microsoft Certified IT Professional Windows 7 Enterprise Desktop Support Technician This course provides the desktop support technician with an overview of managing Internet Explorer 8, in particular, in relation to browser security features such as Enhanced Security Configuration, Security Zones, Trusted Sites, and Protected  more...

Protecting Windows 7 Against Malware Vulnerabilities Protecting Windows 7 Against Malware & Vulnerabilities Microsoft Microsoft Certified IT Professional Windows 7 Enterprise Desktop Support Technician This course provides the desktop support technician with guidelines for preventing the infection of client systems by malicious software, how to identify possible infections, and an overview of the tools available to resolve any infection. It  more...

70-685 WINDOWS 7 ENTERPRISE DESKTOP SUPPORT TECHNICIAN 70-685: WINDOWS 7: ENTERPRISE DESKTOP SUPPORT TECHNICIAN Microsoft Microsoft Certified IT Professional Windows 7 Enterprise Desktop Support Technician  more...

Basic Presentation Skills Creating a Presentation Basic Presentation Skills: Creating a Presentation Among the fears that people have about giving a presentation is that they will get mixed up, forget to make a key point, or repeat themselves. One way to avoid this is to have a sound structure. Once you have identified the purpose and audience for the presentation, and come up with some ideas for what to say, you can transform those ideas  more...

Key Aspects of the American Work Environment Key Aspects of the American Work Environment Relocating abroad to the United States can be a rewarding and exciting experience. However, going into an unfamiliar workplace environment can also raise a myriad of questions. Do I relate to my coworkers in a particular way now that I'm in a different culture? Do I manage my career in the same way as I would in my own country? Who do I turn to  more...

HR as Business Partner From Cost Center to Strategic Partner HR as Business Partner: From Cost Center to Strategic Partner Tactics or strategy - which would you invest in? Which creates more value for the organization? Every organization strives to be more effective and efficient in reaching its goals and objectives. In an ideal world, your strategy is well defined and aligned with the goals of the organization. HR has a seat at the executive table,  more...

HR as Business Partner Linking HR Functions with Organizational Goals HR as Business Partner: Linking HR Functions with Organizational Goals Fulfilling business and organizational goals is at the heart of transformational HR. Where transformational HR is in place, the HR function is directly involved in developing, refining, and implementing an organization's strategic goals. An organization can measure its success only if its end goals are well defined. To  more...

HR as Business Partner Managing Talent for Organizational Success HR as Business Partner: Managing Talent for Organizational Success An organization's talent is the key to its success, and HR is perfectly positioned to contribute to that success by optimizing the workforce and engaging employees to use their knowledge, skills, and abilities to support the organization's goals and objectives. This course covers ways in which transformational HR can direct  more...

Cascading Style Sheets in Dreamweaver CS5 Cascading Style Sheets in Dreamweaver CS5 Adobe Cascading Style Sheets, commonly referred to as CSS, are a set of formatting conventions allowing you to standardize and enhance the appearance of a web site. By implementing CSS you can fully separate your web site's presentation from its content, and give the site a consistent feel. Dreamweaver CS5 provides increased CSS support, with the  more...

Using Productivity Tools Accessing Lotus Notes 8 Remotely Using Productivity Tools & Accessing Lotus Notes 8 Remotely IBM Lotus Notes 8 is the latest release of IBM's messaging and collaboration software. Included for the first time in Lotus Notes are word processing, spreadsheet, and presentation applications called Productivity Tools. These tools support the Open Document Format (ODF), which allows users to open and work with office documents  more...

NET Framework 4 Client-Side Scripting AJAX with C 2010 .NET Framework 4: Client-Side Scripting & AJAX with C#2010 Microsoft Microsoft Certified Technology Specialist .Net Framework 4, Web Applications Development (Exam 70-515) Both Visual Studio 2010 and ASP.NET 4 provide integrated support for ASP.NET AJAX and client-side scripting. This course provides an overview of what ASP.NET AJAX is and demonstrates how to utilize ASP.NET AJAX as well as  more...

MCITP WINDOWS 7 ENTERPRISE DESKTOP SUPPORT TECHNICIAN LIBRARY MCITP: WINDOWS 7 ENTERPRISE DESKTOP SUPPORT TECHNICIAN LIBRARY Microsoft Microsoft Certified IT Professional Windows 7 Enterprise Desktop Support Technician  more...

MCITP WINDOWS VISTA ENTERPRISE SUPPORT TECHNICIAN MCITP: WINDOWS VISTA ENTERPRISE SUPPORT TECHNICIAN Microsoft Microsoft Certified IT Professional Windows Vista Enterprise Support Technician  more...

Insider Trading Insider Trading Illegal insider trading is harmful to the marketplace and can seriously undermine investor confidence. This course will explore the laws that govern the trading of stocks and other securities by corporate insiders and describe the role the Securities and Exchange Commission plays in enforcement. It will also discuss the civil and criminal penalties for insider trading and the  more...

EU Privacy Data Security EU Privacy & Data Security The legal basis for privacy and data security in the EU is set out in Directive 95/46/EC, known as the Data Protection Directive, which was issued in October of 1995. EU member states were required to enact laws to carry out the Directive. The main purpose of the Directive is two-fold. First it aims to protect individuals' personal data. Second, it seeks to ensure  more...

Union Awareness Union Awareness The proposed Employee Free Choice Act and recent decisions by the National Labor Relations Board have sparked a renewed focus on labor unions and their role in the modern workplace. This course will provide an overview of workers' rights under the various US labor laws, as well as employers' rights and obligations with respect to union activity. This course was developed with  more...

Cummunicating During Difficult Times Cummunicating During Difficult Times Communication is never more important than when a business is experiencing difficult times. When a company is affected by a struggling economy or other pressures, hard decisions have to be made, and employees need to be on board with these decisions. Different levels of leadership bear specific responsibilities at such times. These responsibilities  more...

ITIL reg 2011 Edition Overview Creating a Service Culture ITIL® 2011 Edition Overview: Creating a Service Culture ITIL Organizations around the globe rely on information technology now more than ever in order to survive and thrive in today's competitive environment. But how do you balance the growing need for information technology management with tried and true business practices? How do you align processes, people, and systems while  more...

Advanced HTML5 Advanced HTML5 This course provides instruction on many of the new API's that have been introduced with HTML5 relating to web support, communication, and 3D graphics. The course also covers features that are strictly speaking not part of the HTML5 specification, but are often associated with HTML5 because they were introduced at much the same time.  more...

Certified Help Desk Professional Online This online course is a practical alternative for busy customer support professionals.  more...

ABC+D Principles of Healing Understand the principles of healing: Activate, Build, Cleanse and Direct Aids. Designed for the beginning herbalist, this course will help you understand the principles of healing: Activate, Build, Cleanse and Direct Aids. Being new to herbs you may be confused about when to use cleansing herbs and building herbs. Should you take them together, or at different times? What if you have a specific  more...

Basic Internet Specialist Certificate Designed to help people learn more about the Web including terminology, finding information, and creating effective websites that sell. Designed to help people learn more about the Web including terminology, finding information, and creating effective websites that sell. Students will learn how to deal with customers concerns, and the best way to provide support. Students will also learn how to  more...

Authorware for Educators This course is for educators who want to learn the basics of a multimedia authoring program in a short amount of time. Authorware can be used to create all kinds of interactive multimedia programs such as performance-support applications and educational games. The textbook for this course guides you step by step through the development of several Authorware projects. Each lesson in the textbook  more...

Learn Authorware In 45 Days This course offers you an inexpensive why of learning how to develop multimedia programs using a very powerful authoring program called Authorware. You will need to purchase a textbook, which includes the Authorware program. The textbook guides you step by step through the development of several Authorware projects. The course length of time is based on the free usage of the 45 day trial version  more...

Guardianship Decisions for Elderly Loved Ones Course description -- Being designated as a guardian for an elderly or otherwise disabled loved one can be a daunting responsibility. This course will remove some of the apprehension and fear by providing specific directions for determining appropriate care alternatives, alerting you to pitfalls, giving you ideas for maintaining the loved onea ™s quality of life, and enlisting the support of  more...

How To Master Personal Career Course description -- Much of one's professional success is a function of personal skills that relate to professional activities, such as interviewing for a new job, balancing work and family, and managing stress. The 10 courses in this bundle develop personal competencies that will support your employees' career aspirations and enhance their effectiveness in their private lives. IMPORTANT NOTE:  more...

Solving Problems as a Team Course description -- This course identifies some of the most useful group problem-solving techniques that teams can use. You will learn how to encourage collaboration on your team, work through problems together, and combine methods for complex problems. You will be given tools and techniques to help you follow a standard problem-solving process, and get team consensus and support. The course  more...

Valuing Diversity Course description -- This course provides an excellent base for the manager to learn about his or her own beliefs and to see the potential of a diverse workplace. There are tools and techniques to help a supervisor learn to recognize the positive contributions all employees make in achieving the goals of the organization. There are suggestions for modeling and promoting organizational values and  more...

A Day 4 - Chapters 14-18 This course is designed to teach the computer technician the skills needed to pass the CompTIA A+ Certification tests. This fourth of a 4-part or day (i.e. "day" - a really full day - about 10 hours of training) course covers the skills needed to work with Windows 2000, including the alerter service, the Recovery Console, communications, and file protection. This section also explains networks and  more...

Pharmacy Technician National Certification Exam Preparation Course Would you like to become a Nationally Certified Pharmacy Technician (CPhT)? Take your career to the next level and get this credential. Many Pharmacy Technicians who become certified receive financial compensation and several states are even requiring Certification for employment. Keep your employment opportunities open and make the most of your career by becoming Certified. The Pharmacy  more...

Management & Leadership Decision Support Systems Training Program This course will teach you how to effectively and efficiently implement a system of management and leadership Decision Support and decision making.  more...

Legal Transcription Training This unique and totally on-line program teaches you to do legal transcription and legal secretarial work. The need for legal support staff increases with the litigation processes so prevalent now. Administrative law (local, state and federal government) requires massive record-keeping. Much of that information is related to recorded hearings. The Department of Labor notes the requirement for  more...

Information Technology Infrastructure Library (ITIL) This eLearning course has been designed to offer a high level introduction to the concepts, terms, benefits, and relationships within the core IT Service Management processes and functions, according to the Information Technology Infrastructure Library (ITIL) best practice framework. ITIL is becoming the standard of choice for many organizations in terms of operating IT practice as well as  more...

Lean Manufacturing Personal Training Library The Lean Manufacturing Library gives one learner access to four core Lean Manufacturing courses: Lean Manufacturing, 5S ™s: Workplace Organization, 8D Problem-Solving, and Mistake-Proof It!. For a comprehensive understanding of the role statistics play in Lean Manufacturing, consider the Manufacturing Statistics Library as well. The Lean Manufacturing course provides a comprehensive  more...

NETS`T - National Education Technology Standards for Teachers This course prepares educators for meeting the widely adopted National Education Technology Standards for Teachers. The course completion is set for 90 Days but the student can take less or more time to complete (1 year max). A course designed to prepare teachers for the NETS*T certification standard. The ISTE National Educational Technology Standards for Teachers (NETS?T), developed by the  more...

Making Effective Screenshots: Saving Time, Increasing Impact This class addresses beginning technical writers, managers looking to improve quality and efficiency, and all those who deal with screenshots. We will show you how to make screenshots, increase their impact, place them in manuals and online documents, and choose the appropriate tool. Making Efficient Screenshots: Saving Time, Increasing Impact Screenshots are a powerful way to convey information  more...

QPRT Suicide Risk Assessment and Training Demonstrate a greater return on investment, develop and maintain formal procedures for increased productivity and consistency, implement methodologies to improve first contact resolution, and manage customer perceptions. Learn to use industry trends to run your organization effectively. This online course is a practical alternative for busy customer support professionals. Managers must master the  more...

911 OPERATOR TDD TRAINING According to the Americans with Disabilities Act: "PSAPs should require or offer refresher training to recognize and process TTY calls at least as often as they require or offer training for voice calls, but at a minimum, every six months." This innovative online course consists of an online, interactive lesson. Once the lesson is completed, students participate in simulated conversations with  more...

QuickBooks Pro 2008 Quickbooks Pro 2008 is small business accounting software. With Quickbooks, you can manage your customers, vendors, and employee accounting needs. In this course, you can learn the basics of Quickbooks 2008 such as how to use the interface, setup your companies, use lists, work with inventory, sell your products, invoice customers, process accounts receivable, work with bank accounts, and accounts  more...

AS9100 Aerospace Standard General Employee Training AS9100 is a quality management system (QMS) developed by the International Aerospace Quality Group, or IAQG. Many suppliers to the aerospace industry are required to have AS9100 Registration. This course provides a basic understanding of AS9100: what it is and what it requires from a company. The student has up to 1 year to access the training. However, it must be completed at one sitting, it  more...

Basics Of Smart International Procurement Are you responsible for increasing your organization ™s international procurement and don ™t know where to begin? International procurement is a challenge. Buying internationally is much more complex than buying domestically. The student can complete their course of study within anytime frame as long as it does not exceed 60 days from the stamped start date. Reasonable time should be  more...

Build a Powerful Branding Strategy--Instructor-Led A Trump U Course- The age of brand reality is here. Today, it`s critical to ensure that your brand becomes special` by making a deep emotional connection with your customers and employees. In this one-of-a-kind course, you`ll learn how to effectively use branding to support and strengthen your company`s positioning towards your target market.Students may complete this course within a reasonable  more...

Build a Powerful Branding Strategy--Self-Directed A Trump U Course- The age of brand reality is here. Today, it`s critical to ensure that your brand becomes special` by making a deep emotional connection with your customers and employees. In this one-of-a-kind course, you`ll learn how to effectively use branding to support and strengthen your company`s positioning towards your target market.Students may complete this course within a reasonable  more...

CompTIA A+ Essentials and A+ Specialist Certification Training Courses CompTIA`s A+ is a vendor-neutral certification that validates technical competency in networking administration and support. The A+ certification confirms a technician`s ability to perform tasks such as installation, configuration, diagnosing, preventive maintenance and basic networking. The A+ exams also cover domains such as security, safety and environmental issues and communication and  more...

Customer Service Certificate This series is designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. This self-directed course can be completed within 90 days or sooner depending on time and learning capabilities of the student. Welcome to Customer Service  more...

Dreamweaver MX 2004 For MAC Users Only. Dreamweaver is the professional's choice for developing web sites and web applications. With this Dreamwaever training, go from start to finish, create and maintaining basic websites, and learn to support best practices and the latest technologies. User is given 1 year access to this course. Dreamweaver MX 2004 Dreamweaver is the professional's choice for developing web sites  more...

Electronic Commerce - Strategies This course is designed to give students a good understanding of the basics of Electronic Commerce (E-Commerce)Stratetis, including marketing, promotion, and sales strategies. This course gives the student a good understanding of Marketing/Sales/Promition Strategies, Purchasing and Support Activities, ethical, legal and tax issues related to Electronic Commerce. This course is an "E-Learning"  more...

Electronic Commerce 3 Course Bundle The Electronic Commerce (E-Commerce) 3 Course Bundle is a compilation of Electronic Commerce - Introduction, Electronic Commerce- Strategies, and Electronic Commerce - Security Issues courses combined into one single bundled course. This bundle of 3 courses gives the student a good understanding of the history of Electronic Commerce, How the Internet and the Web provide the infrastructure for  more...

Grant Writing Basics Applying for a grant can seem like a daunting task. Certainly, there is work involved, but with the help of this tutorial, you will know the steps that are necessary and find that success is not as hard to attain as you might think. While specifically geared for library education, this course has applicability for anyone writing grants. Grant Writing Basics Grants are not just free money, but  more...

Legal Transcription Training This unique and totally on-line program teaches you to do legal assistant, transcription and legal secretarial work. Many opportunities exist to specialize in various types of law, real estate, criminal, family, personal injury, business, etc. The course was designed by a recognized leader in development of training materials. This course offers a Certificate of Completion allowing you to sit for  more...

Management & Leadership Decision Support Systems Training Program This course will teach you how to effectively and efficiently implement a system of management and leadership Decision Support and decision making. In the 21st Century, and its global economy, the skill of decision making is vitally important to an organization's longevity and success. This course provides a proactive method of effective and efficient decision making. The decision making process  more...

Performance Management & Appraisals Training & Certification Program Learn the basics of Performance Management and earn a "Fundmentals of Performance Management" certificate. This self-paced course qualifies for 4 hours of PHR/SPHR re-certification credits and can be completed either at one time or over several sessions. Our Performance Management Training & Certification Program provides details for establishing and maintaining an effective performance  more...

Essential Spanish Essential Spanish teaches you the basics of European Spanish quickly and easily online. Through a series of online self test exercises and with the help from our online tutors that support your study we make sure you learn with confidence and at your own pace. ESSENTIAL SPANISH - COURSE INTRODUCTION Welcome to this new online Spanish course. It is intended for native speakers of English who wish  more...

CompTIA A+ 2009 The A+ certification validates the latest skills needed by today ™s computer support professionals. It is an international, vendor-neutral certification recognized by major hardware and software vendors, distributors and resellers. The A+ certification confirms a technician's ability to perform tasks such as installation, configuration, diagnosing, preventive maintenance and basic  more...

Microsoft Exam 70-620: MCTS: Microsoft Windows Vista, Configuring Certification Training Course The MCTS 70-620 training course TS: Microsoft Windows Vista, Configuring teaches students how to install, upgrade and configure the Windows Vista operating system as well as how to support end-users with network connectivity, security, application installation, and compatibility issues and logon problems that include account issues and password resets. This course can be completed within a short  more...

Financial Management in Organizations Finance is the language of business. People who have strong financial analysis abilities can enhance their organization's value in the marketplace. Our finance programs focus on the principles and strategies of finance and how you can help support the financial goals of your organization. We recommend study commence and be completed within 90 days or less. The course may be accessed up to 1 year.  more...

Expert Certificate Course in Medical Transcription for the Physician ™s Office and Home Based Business Medical transcriptionists are vital members of the professional healthcare team. Medical transcriptionists transcribe medical reports to document patients` medical care and condition. Most medical reports are transcribed from audio files recorded by the physician, but a growing number of medical reports are first compiled by speech recognition technology, then edited and corrected by medical  more...

Mastering Presentation Skills for the Workplace Public speaking is a frightening task to many people, but it's also a crucial tool in career success. This course explains how proper preparation can help you deliver a more effective presentation, how to best structure message content to accomplish a presentation goal,provides tips and tools for improving your delivery skills for presentations, and shows you how to design a dynamic PowerPoint  more...

Using SOAP To understand how to create SOAP documents that support web services  more...