ACKNOWLEDGEMENT

Outcome of the 8th semester i nt ernshi p report course as scheduled by Tribhuvan

University, which really helps to explore the cumulative ideas of the students in the real
practical problems.
The intern would like to extend gratitude towards the Worldlink Communication Mr. Dilip
Agrawal (Managing Director)-Network and System division for their valuable support and entire
staff, who have made it a pleasure for interns by creating an appropriate environment for the
successful completion of this report.
The intern owes sincere gratitude to Er. B a s a n t a m a h a r j a n and M r . Rajesh Pulami for
their valuable suggestion, ideas and encouragement throughout this report. It was almost
impossible to present this report in this form without their guidance and support.
The intern also like to express sincere and respectful regards Mr. Dadhi Ram Ghimire lecturer
of BSc CSIT Henry Ford International College, for stimulating the intern towards the path of
academic pursuit and providing constant support to complete internship period.
Finally, the intern would like to thank all who have directly or indirectly assisted to make this
endeavor a success.

Jagrit Khanal (Exam Roll No: 3506/070)

i
 ABSTRACT

The project entitled “Technical Support Representative at World Link Communication”

focuses on use of IT related services provided by the ISP. It primarily focuses on
practical use of theoretical knowledge learned in the college. Nowadays in the age of
computing, Internet Service Provider sector is growing with the aid and support of IT
technology.Having an IT department in the Isp, provides all the necessary IT services to
its customers and its employees and working under its supervision commences a great way
to learn all the aspects of hardware, software and network. So, the project not only aims
to learn about the aspects of IT but also develop a habit to communicate with the people
around and act accordingly.It aims to help one self- develop a n d self-confidence.
It gives the services to the customer vi a using internet nowadays internet is the
essential part for the human being so it may provide significant communication
to eachother.

ii
 Table of Contents

ACKNOWLEDGEMENT ................................................................................................................................. i

ABSTRACT................................................................................................................................................... ii

LIST OF FIGURES ........................................................................................................................................ vi

List of Table ...............................................................................................................................................vii

LIST OF ABBREVIATIONS ..........................................................................................................................viii

Chapter 1 ................................................................................................................................................... 1

INTRODUCTION .......................................................................................................................................... 1

1.1 Introduction of Internship ................................................................................................................ 1

1.1.1 Background ................................................................................................................................... 2
1.2 project based objectives ................................................................................................................... 2
1.3 Responsibilities Assigned ................................................................................................................ 3
1.4 Motivation........................................................................................................................................ 4
1.5 Introduction of Organization............................................................................................................ 4
1.5.1 about the Organization .................................................................................................................. 4
1.5.2 Contact Information ...................................................................................................................... 6
1.5.3 Services ......................................................................................................................................... 6
1.5.4 Area Availability........................................................................................................................... 7
1.6 Organization Selection ..................................................................................................................... 8
1.7 Placement ......................................................................................................................................... 9
1.8 Duration ........................................................................................................................................... 9
Chapter 2 ................................................................................................................................................. 10

System Analysis and Design ..................................................................................................................... 10

2.1 Analysis Of The Frequent Problems ............................................................................................... 10

2.2 Requirement Collection ................................................................................................................. 11
2.2.1 Hardware Required ..................................................................................................................... 12
2.2.2 Software Required ...................................................................................................................... 12
2.3 System Requirement ...................................................................................................................... 13

iii
 2.3.1 Funtional Requirement............................................................................................................ 13
2.3.2 Nonfunctional Requirement .................................................................................................... 14
2.4 Feasibility Study ............................................................................................................................ 15
2.4.1 Technical Feasibility ............................................................................................................... 15
2.4.2 Economical Feasibility............................................................................................................ 15
2.4.3 Operational Feasibility ............................................................................................................ 15
2.4.4 Schedule Feasibility ................................................................................................................ 15
2.5 Project Management Plan .............................................................................................................. 16
2.5.1 Analysis of certain sites .......................................................................................................... 16
2.6 Company Network Topology ........................................................................................................ 24
ANALYSIS OF ACTIVITY DONE................................................................................................................... 25

3.1 Cable Networking .......................................................................................................................... 25

3.1.1 Customers Queries Handling .................................................................................................. 26
3.1.2 Trouble shooting issues for no connection ............................................................................. 26
3.1.3 Trouble shooting issues for slow connection .......................................................................... 27
3.2 OPTICAL FIBER NETWORKING .............................................................................................. 29
3.2.1 Customers Queries Handling .................................................................................................. 29
3.2.2 Trouble shooting issues for no connection ............................................................................. 30
3.2.3 Trouble shooting issues for slow connection .......................................................................... 30
3.3 Wireless Internet WI-ZOOOMe .................................................................................................... 32
3.3.1 Customers Queries Handling .................................................................................................. 33
3.3.2 Trouble shooting issues for no connection ............................................................................. 33
3.3.3 Trouble shooting issues for slow connection .......................................................................... 34
3.3.4 Tools used for wireless network monitoring and troubleshooting .......................................... 34
3.3.5 Customers Queries Handling .................................................................................................. 35
3.3.6 Trouble shooting issues for no incoming and out-going mail................................................. 35
3.3.7 Tools used for web-mail monitoring and troubleshooting ...................................................... 35
3.4 Elastic............................................................................................................................................. 36
Chapter 4 ................................................................................................................................................. 37

Implementation and Testing.................................................................................................................... 37

4.1 Server ............................................................................................................................................. 37

4.1.1 FTP Server .............................................................................................................................. 37
4.1.2 Proxy Server............................................................................................................................ 39
4.1.3 DNS Server ............................................................................................................................. 40
4.2 Testing ........................................................................................................................................... 41
iv
Chapter 5 ................................................................................................................................................. 43

SUMMARY AND CONCLUSION ................................................................................................................. 43

5.1 Summary ........................................................................................................................................ 43

5.2 Lesson Learnt ................................................................................................................................. 43
5.3 Conclusion ..................................................................................................................................... 44
Bibliography ............................................................................................................................................. 45

v
 LIST OF FIGURES

Figure 1 Worldlink Communications ....................................................................................................... 5

Figure 2 Area Availability on Wlink ......................................................................................................... 7
Figure 3 E-support user statuses .............................................................................................................. 17
Figure 4 Pending tickets .......................................................................................................................... 17
Figure 5 Checking clients log information .............................................................................................. 18
Figure 6 Client Internet Usages ............................................................................................................... 18
Figure 7 Unassigned Task Tickets ........................................................................................................... 19
Figure 8 Distribution Ports Details .......................................................................................................... 20
Figure 9 Updating User Provision ........................................................................................................... 21
Figure 10 Smscast with Staff's Information ............................................................................................. 22
Figure 11 Office Mail .............................................................................................................................. 23
Figure 19 FTP Service being accessed .................................................................................................... 37
Figure 20 Proxy Configuration ................................................................................................................ 39
Figure 21 Assigning DNS server address ................................................................................................ 40

vi
 List of Table

Table 1 Area availability inside valley ...................................................................................................... 7

Table 2 Areas availability outside valley ................................................................................................... 8

vii
 LIST OF ABBREVIATIONS

ATM Automated Teller Machine

BSc CSIT Bachelor of Science in Computer Science and

Information Technology
FOST Faculty of Science and Technology

ID Identity Card

TU Tribhuvan University

HRD Human Resource Department

ICMP Internet Control Message Protocol

ISO Information System Operator

ISE Information System Engineer

CLI Command Line Interface

DMZ Dematerialized

ISP Internet Service Provider

FTTH Fiber to the Home

GPON Gigabit Passive Network

DHCP Dynamic Host Control Protocol

OLT Optical Line Termination

IP Internet Protocol

FC Fast Connector

viii
 Chapter 1

INTRODUCTION

1.1 Introduction of Internship

Project study is an essential and mandatory part for graduation program in the discipline of
Bachelors of Science in Computer Science and Information Technology (B.Sc.CSIT).The

Internship in the final (8th) semester of the program gives the way to practice what the
students have learnt. It enables students to apply their conceptual knowledge in the practical
situation and to learn the art of conducting study and presenting its findings in a scientifically
and systematic manner.

The report has been prepared in partial fulfillment of the requirement for the degree of
Bachelors of Science in Computer Science and Information Technology (B.Sc.CSIT) at Henry
Ford International College, one of the leading institutions of Tribhuwan University. The present
report has been prepared on the basis of experience obtained throughout the internship period.
Primary source of this report preparation is the observation and personal experience in course
of the involvement in the Internet Service Provider activities in the Sitapaila branch of Worldlink
Communication, as an intern.

The major part of this internship was spent in the IT/Support department section. Enquiries
f r o m the various departments i n the head office a n d from other branches are taken into
account and their problems are solved accordingly. If any problem arises in the software or
disturbance in the network was seen, then those problems were informed to the personnel who
are assigned to solve it specifically.

1
1.1.1 Background

Internship is an opportunity that employers offer to students interested in gaining work

experience in particular companies. Interns are usually undergraduates or students, works at
a company for a fixed period of time, usually three to six months.
In some colleges, internships also count towards course credit. This is dependent on your
individual school's requirements, but usually, a three-month-long internship counts as a full
course credit. The internship is done as a partial fulfilment of the Bachelor‟s degree in
Computer Science and Information Technology under Tribhuwan University. The internship is
assigned six credit hours (minimum of ten weeks or 180 hours along) as a part of the course
requirement.
Internship which I have work on worldlink Communications which helps to give me an
opportunity to fulfillment the intern period to develop my skill, and help me to gaining work
experience.

Worldlink is first and largest Internet Service Provider (ISP) in Nepal. It was founded in
September 1995 with the big aim of providing reliable internet and IT Services. Worldlink
communication head office is located in Jawalakhel, Lalitpur whereas it has many branches and
sub branches located in different places. It is the one of the leading ISP in Nepal which
provides reliable internet services with the IPTV services via fiber connection.

1.2 project based objectives

The project objectives of the internship program are to enable the students to transform the
academic knowledge learnt through the years into the practical real world environme nt where
the organizations are facing tough competition with the effects of globalization. The broad
objectives of project based objectives are:

 To gain the knowledge about different types of servers in ISP.

 To learn about the network structure o f O N M

 To study about the different types of problems faced during installation ISP software and
solve it

2
  To be able to handle the request of different clients over the telephone line

 To be able to repair and maintain hardware devices such as CPU and printer.

1.3 Responsibilities Assigned

During the internship period, the author gained knowledge about the networking skill and tools.
The internship started by learning very basic information about networking such as network,
internet and its working mechanism, intranet, extranet etc. Then getting the chance to visit the
server room of the department where the author learned about various devices used in the
system such as the router, modem, etc. Also the author learned how data are stored and
which software is used for it and how they work along with some hardware concepts.

Following were the list of responsibilities assigned during the author‟s stay as intern in IT
Support department:

 Gain knowledge of cables /wireless and Fiber used in networking

 Troubleshooting the network problems

 Installing I S P software like Esupport,FTTH,and Ebill

 Network system configuration

 Delivering the online and telephone support to multiple branches of worldlink.

 Installation of software & security systems.

 Checking the status of mailbox, internet access and network linkage

 Visit server room and know about different types of server used there.

 Repair and Maintenance of hardware devices such as CPU and printer.

3
1.4 Motivation
Networking is moving towards the next level. Cisco is also planning to introduce some
programming course in networking. As network become complex day by day the idea of
automation in network is also possible. And automation can be done through programming in
network systems. For that purpose one must know what networking is and how is it done, along
with this one must also be knowledgeable about the problem faced in networking and how to
deal with it. Through this knowledge one can take a step forward towards the goal to reach an
automated network.
This was the main reason for the author to intern in Worldlink Communication as we can find a
large net of network system being implemented in the organization. And we get the access to
that system and work with it.

1.5 Introduction of Organization

1.5.1 about the Organization

‘Success follows those who dare, especially those who dare with guts and sincerity’
WorldLink is the largest Internet Service Provider (ISP) in Nepal and one of the most
prominent IT companies. Founded in September 1995 with the aim of providing Internet and
IT services by its present Chairman and Managing Director, Dileep Agrawal, WorldLink
started off by providing store-and-forward e-mail services over a dial-up link to the Internet in
the US. In March 1997, WorldLink started providing full Internet access over a dedicated
leased-line to the Internet backbone in the US through Teleglobe International. From
September 1999 till June 2008, WorldLink has been connecting to the Internet over a direct
satellite uplink through its own VSAT terminal, thereby completely bypassing Nepal
Telecommunications Corporation, the local PTT, however now Worldlink owns International
Private Leased Circuit (IPLC) network over undersea fiber to Singapore and peers directly with
Singtel. Over the past 21 years, WorldLink has grown from a small business to a strong and
stable corporation with professional staff and a strong customer base. The company has also
positioned itself as a complete IT service
provider rather than just an ISP, by providing services such as data connectivity, network
integration and consulting, web hosting and development, hardware sales and maintenance, and
4
software development and systems integration through its partnership with WorldLink
Technologies Pvt Ltd. Our success as an excellent service provider is exemplified by the
satisfaction of our customers, which include such reputed names as the United Nations,
American Embassy and the Government of Nepal.
WorldLink is a success story, the likes of which are usually found in the Silicon Valley.It has
thus served as a role model for other startup IT companies. It has demonstrated to young
entrepreneurs that IT is the wave of the future, even in a relatively small market like Nepal. It
has undoubtedly contributed to the ongoing IT revolution visible in this small Himalayan
country. In recognition of its contribution, Nepal Government has invited WorldLink to be a
part of IT taskforces such as the National IT Infrastructure Development Committee and
contribute to the development of IT in the country.practically.

` Figure 1 Worldlink Communications

5
1.5.2 Contact Information

WorldLink Communications P.Ltd.

Jawalakhel, Lalitpur Tel: +977-9801523050

P.O.Box 8207 Fax: +977-1-5529403
Kathmandu, Nepal Email: support@worldlink.com.np

Sales Customer Care

Tel: 9801523052 Tel: 9801523051
Email: sales@worldlink.com.np Email: support@worldlink.com.np

1.5.3 Services

 Analog/Digital CATV Services SDH Connectivity

 Cable Internet EoSDH
 Internet Solutions Wholesale IP Transit
 MPLS VPNs Network Security Solutions
 Enterprise Internet
 WAN Ethernet
 IPTV/Fiber Internet/Wireless Internet

6
1.5.4 Area Availability

Figure 2 Area Availability on Wlink

Inside Valley:
Wlink is providing the Fiber/ Cable Internet/Intranet & Net TV in the following places

Jawlakhel Maitidevi Balaju Baluwatar Sitapaila

New buspark New plaza Newroad Naxal Satungal
Baneshwor Narayanthan Bhesipati Dilli bazaar Suryabinayak
Dhapasi- Gairidhara Bhatbhateni area Samakhusi Kusunti
Bashundhara Anamnagar Koteshwor Kalimati
Suryabinayak
Ranibari Panipokhari Maharajgunj Sanepa Balaju
Thamel Lazimpat Kapurdhara Kantipath Baneswor
Tinkune City center Thankot Ghattekulo Dhobighat

Table 1 Area availability inside valley

7
Outside valley:
Abu Khaireni Muglin Dhading Narayangad
Nepalgung Butwal Surkhet Itahari
Galchi Tharpu Hetauda Ineruwa
Guleriya Trishuli Khani khola Gorkha
Belbari Beldangi Bheretar Bhojpur
Letang Siraha Birtamod Birgunj
Bardibas Bharatpur Tadi Chandranigahapur
Malangawa Balefi Nijgadh Hetauda
Janakpur Dhalkebar Argakhachi Beni
Bhairahawa Begnas Pokhara Syanjha
Waling Baitadi Ghorahi Mahendranagar
Nepalgunj Lamahi Kohalpur Doti
Surkhet Tikapur Saptari Mahottari, etc
Table 2 Areas availability outside valley

1.6 Organization Selection

Among various criteria and sectors based on requirement of course, Networking was
chosen. Various organizations were short listed and approached out. Selection of a proper
organization is one of the important parts of internship program since it is a kind of
industrial attachment project. A proper organization can give better exposure to the real
work environment which is the essential objective of internship program. The priority was
the selection of an organization that has sufficient resources and better learning
environment. I selected Worldlink Communications Pvt. Ltd, an ISP/IT company that
provides Internet through whole Nepal.

8
1.7 Placement
To get into the organization for the Internship, the authorities of the organization carried
out an interview. Upon being selected for the Internship, the organization was joined on.
During the internship period, the organization provided me with the work space. The
working environment was good. Regular visit of the supervisor was done to learn
networking and networking devices (Router and Switches).

1.8 Duration
Tribhuvan University (TU) has prescribed 6 credit hours for the internship and the intern had
enrolled in the internship program for 12 weeks.
The details of the internship duration are below:

9:30 AM - 5:30 PM
Office Hour

Working Hour 6 Hours Per day

Working Days 6 Days a week

Average Working Hours 36 hours a week

Holiday Saturday

Internship period Dec 29/ 2017

Table: 3 working duration

9
 Chapter 2

System Analysis and Design

2.1 Analysis Of The Frequent Problems

There were different types of problems the clients may face while using the Worldlink internet
service and IPTV services. The problems arised due to the different reasons. Some frequent
problems that clients faces were as follows:
 No internet connection
 Slow internet connection

From the problem types there were many actual problem that was diagnosed from the system.
The diagnosed problems were:-
1. No users online in the distribution
When there is no users online in the distribution then the problem was from the distribution
ports in that case the field teams were assigned to visit the field and check out the possible
solutions.
2. Idle connection
When there was the internet connection but the users could not get any data then it was said to
be idle connection in that case the hard reset of the the router was done.
3. Low power level recorded [<-26 dbm]
When there is low power less than -26 dbm then the clients may face problem in the internet
that there was slow internet connection and the data may loss and the disconnection problem
may arises. In that case the field assistant were assigned for managing the power level from the
distribution and the fibres were managed properly from the distribution to the clients.
4. Router IP issue
When the router was not showing the IP address then the users could not get access to the
router for the setting. In that case the remapping of the user done in the system or the router
was changed by the field teams.
5. User blacklisted
The users were blacklisted due to different reasons. If the user did not pay the charge of the
10
services for the long period of time then the user get blacklisted or if the users did not follow
the company policy then the users also get blacklisted. The blacklisted users did not get any
services until they removed from the black list.
6. No username found in the records
In some cases the technician mistakely deleted the users from the record or wrong information
were added in the record then the clients did not get access to the internet in that case the
information was again recorded and stored.
7. User disabled account status
When the user did not pay its service charges till expiry date the account was disabled
temporarily in that case the user were informed and reactivate the account if the users paid
there service charges.
8. Low range of Wifi
The users could not get access to the internet from their wireless devices when the the range of
wifi was low in that case the users suggested to use the secondary router and the setting of the
secondary was done..
9. Freezing of the TV Channels
When there was the freezing of the TV channels the IPTV profile was re-created and saved if it
did not solve the problems then the setup box was changed by the field assistant.
10. No user connection log
When there was no connection log found of the user then the router was changed into the
default mode by accessing the clients router from the IP address of the router and the internet
profile was created and again check the user log.

2.2 Requirement Collection

During the internship program in Worldlink Communications, different responsibilities were
given. Various activities were carried out to fulfill the responsibilities. As the placement was
done in a single, the Worldlink Communications in IT department various responsibilities and
activities regarding the department was given and carried out.

Requirement refers to the requirement analysis of the hardware and software system required to
implement and run the system smoothly. These are the requirements needed to create the
internal network design for Worldlink Communication.

11
2.2.1 Hardware Required

 A computer

 Server to host core system and database

 A network system

 Router and switch

 Battery storage and UPS

 Power backup

 Installation support and Service

 Different networking cables

2.2.2 Software Required

 OS

 Windows server

 Packet Tracer

 Command Prompt

 Telnet PuTTY (for accessing signal strength and quality)

 IP Scanner

 Microsoft SQL Server Management Studio

12
2.3 System Requirement

2.3.1 Funtional Requirement

Functional requirement especially specifies what the system should do. It will specify behavior
or function of the system. In the context of the banking system, following are the functional
requirement for the system:
 Authentication

In order to use or work in the system environment, one needs to authenticate themselves.
Without the proper authentication of the identity, they are not eligible to use the ISP
softwarebor make any changes to the system.
 Authorization Levels

There is certain level of authorization provided to the employees of the bank. Common
employees are given simple level of authority where they are bound to use the software
provide to them and are not given authority or right to make any changes to their existing
system. Only the ones with administrative rights are given the permission to do so.
 Certificate Required

In the scenario of internet service provider system. Some software requires certificates to
work without which the software couldn‟t be run. For example, to run ECC, one needs to
install teller certificate along with other to run the software. So certificate i s an important
requireme nt in ISP system.
 Administrative functions

The personnel from the IT departments under network and support department are provided
with administrative right. They can alter the functionality of any software and are
responsible for solving the network problem of the ISP. Since data storage is also an
important aspect, the one in charge looks after the SAN and other database related issues.

13
2.3.2 Nonfunctional Requirement

Non-functional requirement basically describes how the system works . They s p e c i f y criteria
that judge the operation of a system, rather than specific behaviors. One the basis of the
existing system, following are the non-functional requirements:

 Scalability

Scalability is the capacity of a system, network, or process to handle a growing amount of

work in order to accommodate that growth. In the context of the ISP, network and system
are designed in such a way that the system can accommodate the number of increasing
staffs and is made flexible to do so.
 Recoverability

In case of the present system, the data are stored in the certain system. So, data can be
recovered in case of data loss due to certain reasons. Recovering techniques are applied to
recover certain data from the database server in case of loss.
 Security

In the existing system, security is considered as an important aspect. To secure network of

the bank, fortigate firewall is used which prevents the trespassing of the unauthorized user
in the bank. And for the purpose of security in the personal computer of the employee, nod
antivirus is used.
 Manageability

Most of the works carried out in the bank are managed in a managerial level. So
manageability can be considered as an important aspect of the non-functional requireme nt
for the imternet service provider.
 Performance

Performance of the system is carried out on the basis of the system utilization, response
time for any activity being carried out and throughput of the system. So performance of the
system is considered to be of good level on the basis of the activities carried out and the
time it takes to response back at the client

14
2.4 Feasibility Study

Feasibility analysis helps us to figure out if the activities carried out are successful or not. The
feasibility analysis should be carried out on various aspects like economic, technical, schedule
and operational.

2.4.1 Technical Feasibility

The current system can be developed using the existing technology and the necessary
hardware and software are available for its development and implementation. Some ISP
system such as Newton and Esupport /Ebill and FTTH needs to be implemented and used by
employee working there. Since it is used by the employee for their daily transaction, it is said to
be technically feasible.

2.4.2 Economical Feasibility

As part of feasibility, the costs and benefits associated with the current system are
economically feasible as its benefits outweigh costs. The additional hardware and software may
be required according to the growing need of the organization. Besides the additiona l costs of
the hardware, the system is economically feasible.

2.4.3 Operational Feasibility

Operational feasibility helps to know how efficient the system is to provide the requirement.
For the efficient use of the ISP software, trainings are conducted from time to time in order for
employees to get used to the software. After the training period, it was possible for the
employee to operate it without any problem. Since the existing system solves the problems
and satisfies the requirements identified in the requirements analysis phase of system
development, the system is operationally feasible.

2.4.4 Schedule Feasibility

Schedule feasibility estimates how long the system takes to execute certain tasks within given
time frame. In the environment of ISP, all the tasks are done within the given deadline.

15
2.5 Project Management Plan

2.5.1 Analysis of certain sites

There are six different home solution sites for their own purposes. The staffs used the sites as
per their nature of works. Each sites includes different functionalities. The sites that I used are
as follows:
 esupport.wlink.com.np
 ebill.wlink.com.np
 tt.wlink.com.np
 ftth.wlink.com.np
 smscast.wlink.com.np
 mail.wlink.com.np

1. Esupport
From the esupport page the support query provides the users internet status by entering the
registered internet username and can be checked the users online status. The other things that
was checked were the GPON online status, users online in the distribution, ONU ip address and
the power level for the troubleshoot of the different problems.
If there was any problems and that problems cannot be solved from from there then the
problem types were diagnosed and related field teams were assigned for the field visiting and
the maintainance.

16
 Figure 3 E-support user statuses

There were different supprot zones for different areas. One branch have to provides services
and supports over 3 to 4 networks around that area. If the user have some issues on their
internet , IPTV or want to use the services then the users location network was identified and
the tasks were assigned to the support zone.

Figure 4 Pending tickets

17
2. Ebill
From the ebill site the customers information should be checked and edited. Another
information like cutomers pay plan and the trasaction can also be checked. Internet
connection log and the data used by customers can also be verfied from this site.

Figure 5 Checking clients log information

Figure 6 Client Internet Usages

18
3. Task ticketing
In this site the task can been seen which were assigned to differed staffs for their related
works. The tasks were priotize by the urgent, high, medium or low orders. The urgent tasks
should be followed up as soon as possible. The tasks were assigned from one department
staff to other department staffs if one another needed help.

Figure 7 Unassigned Task Tickets

19
 4. Fiber to the home (FTTH)
Ftth site provides the information about the distribution ports. The users name can be seen
in the records if they were connected to the distribution ports from where the available
ports and the location of the ports can be seen. All the necessary information about the
users were recorded in the ftth page. The information like Splitter box number, router
serial number and username were important for the record by this the user could get the
internet and IPTV services.

Figure 8 Distribution Ports Details

The process of recording the user information like its router serial number from the specified
ports provided router IP address from which the router can be accessible and default setting
should be created.
using the Ftth page we can first determine that open the fiber to the home page then find the
username and search the username through ftth page then mapping the username via using the
Router serial number and the splitter number.In this scenario first of all we have to know about

20
how much wire used and which splitter can be provide through the Gpon it should be known.
provison the client profile then save that ffth phenomenon then we have to open the router and
manage all the process which have been shown in fig below

Figure 9 Updating User Provision

5. Smscast
From the Smscast site the sms for the neccessary informations could be sent to the
numbers which were authorized by the worldlink. The Sms could only sent to the
registered numbers. From the Smscast all the staffs from the different departments or same
department could provide the necessary information to their specific mobile numbers.
If we need the number of any employee of worldlink communications then first we have to
input the site in google which is smscast.wlink.com.np in that case we have to search the
name or number then find out which helps to figure out or search any employee.
21
 Figure 10 Smscast with Staff's Information

6. Mail
Every authorized staffs of their company mail address. From this mail all the staffs of same
or different department could provides the necessary information and the specific mail for
the branch could be seen by the the authorized staffs. All the important mails and tasks
should be followed up as soon as possible.

22
Figure 11 Office Mail

23
2.6 Company Network Topology

24
 CHAPTER 3

ANALYSIS OF ACTIVITY DONE

3.1 Cable Networking

A local area network (LAN) is a group of computers and associated devices that share a
common communications line or wireless link to a server. Typically, a LAN encompasses
computers and peripherals connected to a server within a small geographic area such as an
office building or home. Computers and other mobile devices can share resources such as a
printer or network storage.
A local area network may serve as few as two or three users (for example, in a home network)
or as many hundreds of users. Ethernet and Wi-Fi are the two most commonly used LAN
technologies. Other LAN technologies, including Token Ring, Fiber Distributed Data Interface
and ARCNET have lost favor as Ethernet and Wi-Fi speeds have increased. The rise of
virtualization has fueled the development of virtual LANs (VLANs) which allows network
administrators to logically group network nodes and partition their networks without the need
for major infrastructure changes.Typically, a suite of application programs can be kept on the
LAN server. Users who need an application frequently can download it once and then run it
from their
local device. Users can order printing and other services as needed through applications run on
the LAN server. A user can share files with others stored on the LAN server; read and write

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access is maintained by a network administrator. A LAN server may also be used as a Web
server if safeguards are taken to secure internal applications and data from outside access In
some situations, a wireless LAN, or Wi-Fi, may be preferable to a wired LAN because of its
flexibility and cost. Companies are assessing WLANs as a replacement for their wired
infrastructures as the number of smartphones, tablets and other mobile devices proliferates.

Figure : layout of cable networking

3.1.1 Customers Queries Handling

I supported the queries related with technical issue of the clients through the phone calls, chat
support and the face to face conversation who visited the office. Most of the queries include
the net not working, slow internet connection, bridging of modems, switches, routers, new
installation of service.

3.1.2 Trouble shooting issues for no connection

When user said there is no connection first I checked the admin port status of user is it enabled
or not. If admin port is disabled I checked is account activated or not and is the switch through
which client is connected is up or down. For checking the admin port status and account status
we use e-support named tool. Whereas for checking the status of the switch we use the nagios
tool. If connection is fine from our side then starts the trouble shooting of client side. Is router
is turned on and configured with proper setting. For checking the configuration we telnet the
switch port and detect is the proper vlan is passing to the switch or not. If the admin port is up
and the connection between switch and client end device is not observed, then we send field.

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3.1.3 Trouble shooting issues for slow connection
If the connection is slow first I observe the present band width consuming by client end using
e-support then if there is no band width consumed. I check is there any losses in switch port, is
the cyclic clock redundancy (CRC) constant or it is increasing using telnet and nagios tool. If
the band width seems being used by client end request client for checking the device being
used and change password of wifi. If any looses from the switch reconfigure the switch port
and do shut no shut from command.

Fig: Telnet command

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Fig : Telnet command

Fig : Telnet command

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3.2 OPTICAL FIBER NETWORKING

An optical fiber is a flexible, transparent fiber made of very pure glass (silica) not much wider
than a human hair that acts as "light pipe", to transmit light between the two ends of the fiber,
Optical fiber typically consists of a transparent core surrounded by a transparent cladding
material with a lower index of refraction.
Working Principle of an „Optical Fibre‟:
1. An optical fiber is a cylindrical dielectric waveguide (non-conducting waveguide) that
transmits light along its axis, by the process of total internal reflection.
2. The fiber consists of a core surrounded by a cladding layer, both of which are made of
dielectric materials.

3.2.1 Customers Queries Handling

I supported the queries related with technical issue of the clients through the phone calls, chat
support and the face to face conversation who visited the office. Most of the queries include
the net not working, slow internet connection, bridging of modems, switches, routers, new
installation of service.

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3.2.2 Trouble shooting issues for no connection
When user said there is no connection first I asked client to check the led blinking on router. If
no light is blinking on router there is problem in client end. If the pon is blinking then I check
the mapping of the router information on the FTTH page and the power level received by
ONU. In case of low power level then -26dbm we assign field staff for field visit and if any
wrong on
Mapping I remap the users information. When there is red light on LOS it signifies there is
physical damage. First I check the OLT status, GPON status, SPLITTRE status, if any problem
in OLT, GPON, and SPLITTER assign the task for monitoring team. If those are ok assign
field staff for checking fiber cable connection from pole to user end.

3.2.3 Trouble shooting issues for slow connection

If the connection is slow first I observe the present band width consuming by client end using
e-support then if there is no band width consumed. I check the power level received by the
ONU .if there is low power level then -26dbm I assign field staff for the managing the power
level. And in case of being band width use I request to check the number of devices being used
and change wifi password.

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Fig : e-support page
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3.3 Wireless Internet WI-ZOOOMe
Wi-ZOOOM wireless broadband is a DSL internet service, without the need for telephone lines
and cabled infrastructure between you and the service provider. You will receive the same
"always on" type of service and in most cases a much faster and more reliable service than
conventional cabled solutions. These installations are similar to Point-to-Point/Point-to-
Multipoint links where you are connecting your home or office with a router and high gain
antenna to one of our base stations. Recently worldlink has come up with a very suitable
solution for Nepalese market, which makes broadband Internet not only accessible but also
affordable to individual with any income level. Worldlink has named this technology or
product as "Wireless DSL" which doesn't require telephone line as ADSL broadband.
Here, upon subscription of the Wireless DSL by a customer, Worldlink will put a small
Wireless Radio Modem device in the rooftop of the customer's house pointing to the nearest
wireless PoP (Point of Presence) of Worldlink in the city. The microwave link will be
established between the two wireless devices (client side and Worldlink side) and internet
traffic will travel along the link which will go along the Ethernet cable extended from to the
customer's computer or router in the room.
Wireless DSL is affordable to all: This technology is quite simple and affordable to customers.
Varieties of internet plans are available such as sharing packages, volume based and hourly
basis plans. Customers can buy any package that suits their budget and their need. Wireless
DSL is fast broadband service: The speed of Internet is prime concern to every user. Worldlink
is determined to provide fast Internet connection to its each individual client. Worldlink never
over sales its bandwidth and ensure seriously fast Internet
Quality is ensured with Wireless DSL: The quality of the connection is guaranteed by selection
of interference free microwave frequency, using high db wireless devices and connecting the
signal from the APs in short distances. Wireless DSL is reliable: The wireless connection is
highly reliable in technology in comparison to other mediums like copper cable, fiber cable and
co-axial cables in the city, as only two devices communicate in air with no other medium in
between.
Wireless DSL is better than WiFi or 3G: Very less people are lucky by location whose room is
in comfortable distance from WiFi towers. But maximum number of user suffers from the poor
connectivity, as the WiFi signal strength is not good enough to established link between the
computer and the WiFi tower. This problem is completely not applicable to Wireless DSL as
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the High capacity CPE in the room top establishes the link not the computer of the user.
Similarly, the costs incur with Wireless DSL for data transmission is extremely low than that
with 3G service. Therefore Wireless DSL is much better than any WiFi services or 3G services.

Fig : layout of wireless networking

3.3.1 Customers Queries Handling

I supported the queries related with technical issue of the clients through the phone calls, chat
support and the face to face conversation who visited the office. Most of the queries include
the net not working, slow internet connection, bridging of modems, switches, routers, new
installation of service.

3.3.2 Trouble shooting issues for no connection

When user said there is no connection first I asked client to check the led blinking on router
and POE If no light is blinking on POE there is problem in client end. If the POE is blinking
then I check the AP status and the configuration on the receiver at the client end. If the receiver
is not accessible assign a field staff for visit. If the receiver is accessible I setup the receiver
with proper configuration.

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3.3.3 Trouble shooting issues for slow connection
If the connection is slow first I observe the present band width consuming by client end using
e-support then if there is no band width consumed. I check the power level received by the
receiver at client end using ubnt or the canopy page if there is low power level then I assign
field staff for the managing the power level. And in case of being band width use I request to
check the number of devices being used and change wifi password.

3.3.4 Tools used for wireless network monitoring and troubleshooting

Fig : canopy page

Fig : e-support page

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3.3.5 Customers Queries Handling
I supported the queries related with technical issue of the clients through the phone calls, chat
support and the face to face conversation who visited the office. Most of the queries include
the problem in incoming or out-going of mail and both.

3.3.6 Trouble shooting issues for no incoming and out-going mail

When user said there is no incoming and out-going of mail first I verify the account status. And
then check the quota provided for client. If both are fine I request to check the incoming and
out-going server setting in the web-mail software like outlook, edora.

3.3.7 Tools used for web-mail monitoring and troubleshooting

We use putty software to look the email

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 Fig: putty

3.4 Elastic
For handling the customers query through the phone call elastic is used. This software look
after incoming call of the costumer.

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 Chapter 4

Implementation and Testing

4.1 Server
A server is a computer program or a machine that waits for requests from other machines or
software (clients) and responds to them. The purpose of a server is to share data or hardware and
software resources among clients. In the ISP, server room is separated for different kinds of servers
like ftp, dns, mail, etc. The server in the head office is centralized which means every data is
centralized from all the branches and stored there. In case of main server being down, there is an
offline backup created and kept in a location outside of the ISP. So, there is no chance of data
being lost.

4.1.1 FTP Server

File Transfer Protocol (FTP) is a standard network protocol used to transfer computer files
between a client and server on a computer. For the purpose of ftp server, a computer is built
as a ftp server and all the data are kept in it. In order to access ftp server, one needs to type
ftp://10.0.1.19 on the address bar and enter it. A login credential is displayed and once logged in
client can access files from it. Having said so, one needs to have admin rights to upload a file in
ftp server.

Figure 12 FTP Service being accessed

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4.1.2 Proxy Server
A proxy server is a server (a computer system or an application) that acts as an intermed iary for
requests from clients seeking resources from other servers. In the scenario of the bank, proxy is
configured in order to access the internet. Proxy server is assigned the ip address of 10.0.1.18
with port number 801 as in figure below. After the proxy is set in a browser, we type in address
like goole.com and see if it opens. If it doesn‟t open, then the client computer is not given
access to internet and must contact the concerned authority.

Figure 13 Proxy Configuration

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4.1.3 DNS Server

It allows using internet more easily by allowing specifying meaningful names on the web
browser instead of using IP address. In the banking scenario, dns servers are assigned two ip
addresses i.e. 10.0.1.49 and 10.0.1.100. In case of one dns server being down, other can
Handle the request easily. IP address for dns server is assigned for any one of the banks
employee to access intranet or internet facility. Without assigning it, one cannot access either of
it.

Figure 14 Assigning DNS server address

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4.2 Testing
While using Ebill,Esupport and Ftth software, there was statement printing problem which happens
mainly due to the mismatch in the exe provided to them. Following test cases were taken into
account:

Test Case 1- Ebill runs successfully but fails to print the statement
In that case, first the printer setup is checked. If connection is ok then the printer setup is run by
running the command provided to us by the Mercantile in command prompt. Then, the statement
is given for test print. Then any one of the following occurs:

 If statement is printed properly, then pumori test is successful.

 If statement i s not printed, error message i s not shown but problem with printer i s
shown in a dialog box. The client is asked to change the printer if necessary.

Test Case 2-Login Failure

When the Login credential is forgotten by any staff, the staff must inform the IT Support
Division as well operational wing for the issuance of new password. Staff must send up a
request for the issuance of new password via Email. In case of Nepal bank He/she gets via same
mail with the issuance of new password.

Test Case 3-ISP A/C Reconciliation

If the branch or related staff has a a/c reconciliation p r o b l e m then stakeholder‟s c a l l is
forwarded to w i n g for problem issuance and its solution.

Test Case 4- Crash of ISP software

To fix this problem, the stakeholder‟s computer is in warded to IT Support wing for re-
installation and fixing related issues.

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Test Case-5 Forget of email password:
Staff contacts with operation division of Worldlink Communications. Operation wing send
back new password to staff via email of branch.

Test Case-6 Branch’s network link down:

When branch‟s network link is down, then branch contact IT Support division and IT support
division contact to the link where it have been formed is due to to make sure to fix it. If the link
is down by loose cabling in datacenter, the network and system division is reported. The division
will fix the problem.

Test Case-7 Antivirus updates failure:

When the staff‟s computer is unable to update its antivirus updates then IT Support divisio n take
the control of staff‟s computer via Net meeting/ Tight VNC software and fix it.

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 Chapter 5

SUMMARY AND CONCLUSION

5.1 Summary
The trend of internship has been continued since the establishment of CSIT in TU. It objects in
gaining knowledge and skills related to the organizational activities in the partial fulfillment of
the requirement for the degree of Bachelor. The internship period confronts student with real life
practices and systematic working approaches. The student can have knowledge regarding
organization activities and p ractices, customer dealing, services offered and makes working
habit. The basic objective of the study and the internship is to blend theoretical knowledge and
skills acquired in the classroom situation with the real life settings of the organization. It aims to
give students the opportunity to realize and understand the real life business and professional
performance and problems on different activities of financial institution.
World link is an independent and autonomous ISP established at 1998 A.D. with an objective to
provide reliable and consistent high speed internet connectivity. Its head office is located at
Baluwatar, Kathmandu and has its services in about 65 districts of Nepal which is managed by
310 POPs. It is the first and only cable internet service provider and cable operator in Nepal to be
ISO 9001:2008 certified. Due to its achievement of objectives it is now the biggest ISP in Nepal
who almost doesn‟t have any competitor of its level.

5.2 Lesson Learnt

The internship enabled this intern to expand the experience and boost the confidence around
working with a much larger peer group, work load that this intern never had before. This
internship program proved to be very valuable as learning and confidence building experience
for this intern. The most important lesson learnt during the internship period was to work as a
team, its benefits, its problems and the techniques to make team members active to work in given
system at given time constraint, work load. Beside this the most important lesson learned during
internship are listed as below:

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 • Good communication skills were acquired by the intern for handling customers. It
enhance confidence, patience and politeness while interacting with the customers and
satisfying their queries.

• The theoretical knowledge acquired in class is different in real working environment and
practical exposures.

• Intern came to know how the basic operations are performed by the ISP.

• Coordination, inter-connection and cooperation between the different departments of ISP

are needed for smooth functioning.

• For a successful professional career in networking industry various type of skills like
communication skill, leadership skills, research skills, presentation skills, interpersonal
skills, technical skills, programming skills and certification is must.

5.3 Conclusion
Was really a great experience to work in the Support and Network Operation Department of
World link? This internship program provided this intern with the chance to implement the
theoretical knowledge into the practical way of performing the work and working in the real-time
environment. This intern is now more visualized about the organization as he used to think it was
before. Organization should have potential and skilled staffs, manpower no matter what is their
academic qualification, and they must give 100% in their work. It is the idea, concept, innovation
of staffs that leads the organization to the success.
This program has enhanced the skill and enthusiasm of this intern to be known to the business
environments and to learn from different aspects of working mechanisms of the organization.
Working as an intern provided extra knowledge and experience regarding the Networking
aspects, their specialties, working environment, scope in the present situation which will be
very helpful in the upcoming career and the future.

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 References

Gregory, P. H. (2018). Computer Network Security.

Wikipedia. (2018). https://en.wikipedia.org/wiki/Internship. Retrieved feb 10, 2018, from Wikipedia:

https://en.wikipedia.org/wiki/Internship

Worldlink. (2018). https://www.worldlink.com.np/company_profile.php. Retrieved feb 15, 2018, from

https://www.worldlink.com.np: https://www.worldlink.com.np/company_profile.php

Worldlink. (2018). https://www.worldlink.com.np/vision_mission.php. Retrieved feb 15, 2018, from

https://www.worldlink.com.np: https://www.worldlink.com.np/vision_mission.php

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