: ..

( OSI Models :
( source device ( destination
( source )

Standardization
OSI Layers

( OSI :
1- provides a standard for hardware development

2- allows for modular software development


3- speed development of new technology

OSI Layers:
7- application layer
6- presentation layer
5- session layer
4- transport layer
3- network layer
2- data link layer
1- physical layer

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( OSI Layers :
1 Troubleshooting
troubleshooting physical layer

2 Encapsulations






Encapsulation

*************** *************
1- Physical Layer



HUB Repeaters

Bits

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2- Data Link Layer

)Logical Link Control (LLC
Bits Bytes Frames Frame
Logical Network Topology Token ring
star Frame
Frame
)Media Access Control (MAC
Mac Address
Frame CSMA/CD CSMA/CA

) )

LAN protocols: 802.2 (LLC), 802.3 (Ethernet), 802.5 (Token Ring), 802.11
)(Wireless
WAN protocols: HDLC, PPP, Frame Relay, ISDN, ATM

3- Network Layer
Logical Address IP Packets
IP
Routing

IP
IPX
AppleTalk
; DECNET

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4- Transport Layer
) Reliable (connection-oriented unreliable
(connectionless) communications
)Reliable (connection-oriented
acknowledgment


TCP/IP
unreliable (connectionless) communications

Broadcast

5- Session Layer
sessions

session

6- Presentation Layer
text

JPEG, BMP, TIFF, PICT
MPEG, WMV, AVI
ASCII, EBCDIC
MIDI, WAV

 : ..

7- Application Layer
user interface


HTTP
Telnet
FTP
TFTP
SNMP

:::

OSI

HTTP
FTP SNMP
Application Layer

Presentation Layer
Session Layer

Transport Layer
TCP/IP
Network Layer IP IP

Data Link Layer Mac Address Mac
Address Device Frames

Frames Frame IP IP
Mac Address Mac Address

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Physical Layer Frames

OSI Layers

NAT & PAT

NAT Network Address Translation
private public
..
IPv4

start all programs administrative tools Routing and Remote
Access
Routing and Remote Access

Configure and Enable Routing and Remote Access

... )
)
DHCP
DNS ...

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Routing and Remote Access

Ping & traceroute

DNS
DHCP
Ips

?what does HTML stand for

?what does SSL stand for
------------------------------------------------------------------------------------------------------

-
- -
-

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A LAN is connecting two or more computers to form a cable network between them
and are usually in a small area or even in the same building.

A WAN is connecting two or more computers over a broad area to form a cable
network between them.
A MAN (metropolitan area network) is a larger network that usually spans several
buildings in the same city or town
------------------------------------------------------------------------------------------- POP3 (Post Office Protocol version 3) is a protocol for retrieving e-mail messages
from a server ( port 110 )
SMTP (Simple Mail Transfer Protocol) is a protocol for sending e-mail messages.
(Port 25 )
Simple File Transfer Protocol (SFTP) ( port 115 )
------------------------------------------------------------------------------------------ Class A: The class A is used for very large networks. There are 1 to 126 are part of
this class.
Class B: It is used for medium size networks. The IP address with a first octet from
128 to 191 is part of this class
Class C: Class C is used for small to middle size networks. IP address with a first
octet starts from 192-223.
------------------------------------------------------------------------------------------------ NAT is Network address Translation ( ip address translate from local ip to global ip
PAT is Port address translation ( port are translate from local to global ip's ) like on
port 8080 web service port 80 will work on PAT . it more over NAT only
---------------------------------------------------------------------------------------------- Full-Duplex allows for communication in either direction at any time. An example is
HTTP Pipelining.
Half-Duplex allows for communication in one direction at one time then can switch
to the opposite direction. An example is the POP3 Protocol (as well as FTP, NNTP,
SMTP)

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Simplex allows for communication in one direction only and doesn't allow switching
directions. This is sometimes specified programmatically as Simplex Server or
Simplex Client.
---------------------------------------------------------------------------------------------------- A DSLAM (Digital Subscriber Line Access Multiplexer) is a network device,
usually at a telephone company central office, that receives signals from multiple
customer Digital Subscriber Line (DSL) connections and puts the signals on a highspeed backbone line using multiplexing techniques.

Ping measures the time it takes an IP packet to travel from one device to another,
Ping is usually used to see whether or not a connection can be established between
two devices.
Traceroute on the other hand determines the way it takes from one device to another.
Traceroute is used when the Ping test fails and you need to know which device on the
way is responsible
--------------------------------------------------------------------------------------------

DHCP DYMANIC HOST CONFIGURATION PROTOCAL IS USED TO

ASSIGN THE IP TO ALL CLIENTS FROM SERVER
DNS : domain Name Server : Convert Host Name to IP Address

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7 layers model:

-----------------------------7-Application -- Works directly with applications, such as email programs, photo

applications and web browsers.( http ftp tftp- smtp-snmp-dns-telnet )

6-Presentation -- Works with the Application layer for functions such as encryption,
compression and formatting. (JPEG BMP TIFF MPEG WMV AVI / ASCII
EBCDIC )

5-Session -- This layer manages the connections between applications at each end,
such as setting up telnet connections and ensuring communication ( NFS NETBIOS
NAME SQL RPC ) RPC Remote Procedure Call

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4-the transport layer...This layer manages the end-to-end control (for example,
determining whether all packets have arrived) and error-checking. It ensures complete
data transfer. (TCP UDP )

3-The network layer...This layer handles the routing of the data (sending it in the right
direction to the right destination on outgoing transmissions and receiving incoming
transmissions at the packet level). The network layer does routing and forwarding.( ip
ipx )
2-The data-link layer... Defines procedures for operating the communication links
Frames packets
Detects and corrects packets transmit errors. (Lan protocol : -802.2(llc) 802.3
(Ethernet )- 802.5 (token ring)- 802.11 (wireless) ) (Wan protocol:- ppp frame
relay ATM ISDN hdlc )
1-The physical layer... Defines physical means of sending data over network devices
Interfaces between network medium and devices
Defines optical, electrical and mechanical characteristics
. (ARP COAX Fiber )

1)Why would you like to apply in Vodafone Vacancy?
Because I think Vodafone is one of the largest Telecommunications in Egypt & also
World wide. also as multinational company I expect to have good management &
supervision.
And looking forward to get promoted fast in Vodafone as a Large company always
makes expansion for new projects.
------------------------------------------------------------------------------------------------------2)What do you know about customer service?
Customer service is the basic stage at any respectable company, which makes the
relation between the customer and his company much better by serving him by perfect
way to reach his satisfaction and there are three types of customer service field by
phone , face to face and public relationship

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3)Why do you apply the customer service offer?

or
why do you want to work as call center agent?
Because I have personal skills qualified me for this job like "good communication
skills, good listener, sociable, friendly, Calm, like to help people and I have the ability
to work in team work
--------------------------------------------------------------------------------------------------4)What are the strength / positive points in your personality?
I'm an organized person, dependable person, hard worker, calm, have the ability to
work under stress and have the ability to solve problems
--------------------------------------------------------------------------------------------------5)What are the weakness / negative points in your personality?
I like to learn more of thing at the same time and that makes me lose focus on learning
one thing or more carefully
----------------------------------------------------------------------------------------------6)What will you do if the customer abused you during call ?!
I will try to make him calm down by listening to him carefully and talking to him in a
polite way
I will try to be calm without any stirring reaction
I'll be good listener to him
- let him to explain all the problem to me
- I'll take my steps to solve this problem and following with the customer till solve it
and reach his satisfaction
- after that I'll take all my steps to avoid this problem in the future
---------------------------------------------------------------------------------------------------7)What will you use in your work to over achieve your goals?
The good listening, the concentration, the patience and the punctuality in my
information

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8)Why you left your previous work?

To Increase my salary, also to seek stability in my career & get promoted faster in a
large organization like yourselves.
------------------------------------------------------------------------------------------------------9)Tell me a time you work under stress?
When I was in the final year at university, the tension and sadness in control of my
life because my sister
was in the hospital throughout the period of exams .. but I could most successful and
learned how to achieve what I want .. Whatever the pressure or stress around me
------------------------------------------------------------------------------------------------------10)What the best thing you achieved in your life?
Getting graduated with excellent garde, even under the country's circumstances I'm
still capable of achieving Success in my job and promotion in the posts.
------------------------------------------------------------------------------------------------------11)What is the same relation between the customer service agent and the
designer?
Both of them aim to fulfill the customers needs
------------------------------------------------------------------------------------------------------12)What are the types of the customer service field?
1- Face to face
2- By phone
3- Public relationships
------------------------------------------------------------------------------------------------------13)What are you see yourself after 3 years?
I hope to get higher positions and promotions in my work such as team leader , both
in customer service or, Human Development Department
And that because I will not suffice to work only, but i will try to take more courses
that will help me to success and innovation in the area in which I work in it. And then
access to the highest positions