The H.O.P.E.

Project
“Empowering young people, through technical and corporate training,
certification and social coaching”

Student
Orientation Manual
Class of 2011

International Graduate University

1325 D St. SE
Washington D.C. 20003
202.449.8663
www.hopeprojectdc.org
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 Welcome
Welcome to the HOPE Project, Career Training Program. Over the next several months you will embark on
a journey that will change your life. Your unyielding commitment to the HOPE Project Training Plan will
prepare you to compete in today’s tough job market. After completing this program you will be uniquely
qualified to join any organization that has a need for a helpdesk or technical support professional. In
addition to the technical certifications you will have world class customer service skills. You are expected
learn, study, engage, participate, recommend, evaluate, document and have fun during this training program.
You are a member of a very special group of people; you are a trend setter, standard bearer, and an
Ambassador for the HOPE Project. Congratulations on being selected to participate in the first HOPE
Project. Good Luck.

Training Location
1325 D Street SE, Washington DC. In addition to in person training, occasionally training sessions will be
held online using dimdim. Unless otherwise stated all in-person training will take place at 1325 D Street
SE, Washington DC.

Class Schedule - Breaks

Tuesday and Thursday – 6:30pm – 9:30pm. We will have occasional Saturday trainings; you will be
notified in advance for your Saturday sessions. Weekday training will include a break of 25 minutes from
8:05 until 8:30pm; Saturday training will include 50 minutes for lunch. Breaks may be altered at the
discretion of the instructor.

Telephones
There are no public telephones in the training center. Students are asked to notify friends and family of the
scheduled training days to prevent class interruption. We expect all students to honor this policy. Students
should make personal calls during the scheduled breaks.

Computers
Every HOPE Project student will have access to a PC during class. If the program raises enough money
through the raffles and Tech Support Service we will purchase laptops for every student. If laptops are
purchased the students will keep the laptops after training. However if the laptop is stolen or damaged, the
student will be responsible for obtaining a new laptop. Any student dismissed from the program will be
required to return the laptop.
Attendance
Every student is expected to make every effort to attend each scheduled training session. Students cannot
miss more than 2 days during each phase of training. If more than 2 days are missed during any phase of
training the student will be required to meet with the Director of Student Services to schedule a hearing with
the HOPE Project advisory board. The advisory board will determine if the student can remain in the
program. The HOPE Project has a zero tolerance for a no show- no call. Any student that does not call
the Director of Student Services will be dropped from the program, no exceptions.

Job Placement Assistance

The HOPE Project will work tirelessly to train and develop every student; however we cannot guarantee a
job after graduation. We have a very comprehensive career development curriculum to assist every student
with obtaining meaningful employment. The HOPE Project is constantly building relationships with local
corporations to obtain paid and non paid intern positions. HOPE Project students will participate in contract
work with R. Emmanuel Bell Consulting, DefCharge Networks, Homeland Computer Services, and the
HOPE Project.

Homework Assignments
Throughout the training program, student will be given assignments to complete at home. All take home
assignments must be submitted at the beginning of class, on exceptions, unless the instructor provides of
instructions. Homework assignments will include individual and group assignments.

Progress Reports
Students will meet with the Director of Student services after completing each phase of the training
program. Students will use this meeting to discuss any concerns about the program as well as their overall
comfort level with the training program. NOTE: Students can always request a meeting with the Director of
Student Services or the Administrator if needed.

Exams
Students will take and pass several exams. The HOPE Project is an authorized testing center for the
Microsoft Office Suite. Therefore Students will take their office exams at the Butler Street Training Center.
The CompTIA exams will be taken at a local Prometric Center. Director of Student Services will assist
each student with exam procedures.
Inclement Weather
The HOPE Project will follow the inclement weather policy of the DC Public School system, unless
otherwise noted. Some inclement weather days, class will be held online. If you are unsure contact the
Director of Student Services, do not assume anything when it comes to attending class, always check with
the Director of Student Services.

Holidays and Vacation

The HOPE Project will recognize all national holidays; no classes will be scheduled on national holidays.
The HOPE Project Christmas Break will start Dec. 22, 2010 and end January 3, 2011. Students will return
to class January 4 , 2011.

Dress Code:
Business Casual is the preferred attire; jeans and sneakers are acceptable but no sweat suits. Occasionally
you will be asked to dress professionally for special events such as an Open House, Presentation Events, and
Mock Interviews.

Contact Information 202-449.8663

William Quarles, Instructor 301.731.2015
Sophia Mason, Director of Student Services- Ext 4
Mugarura Cavin, Instructor 202.280.3099
Raymond Bell, Administrator - Ext 1
Gerald Carter, Instructor 202.577.1831
Robert Bailey, Instructor 301.233.5441

Pictures and Video

The HOPE Project is committed to documenting the program, therefore we will regularly take photos and
video throughout the training program. Student presentations will be video recorded with copies made
available to each student.

Food and Beverages

Snacks and beverages are permitted during class. Although we ask that you do not eat your dinner during
the training session. Please use your break time to eat dinner, make phones calls, and send text messages.

Graduation
The HOPE Project Training Program is scheduled to end May 26, 2011. However the program may be
extended do to unforeseen circumstances. Students will participate in a graduation ceremony to celebrate
their successful completion of the HOPE Project Training Program.
Community Involvement
As mentioned you are a HOPE Project Ambassador. Part of your responsibility as an Ambassador is to not
only promote the HOPE Project but also volunteer through the time you are a HOPE Project student. The
scheduled volunteer efforts will include participating in ALL HOPE Project community events, including
town halls, job fairs, and the HOPE Project Open House.

Additionally, you will be required to participate in introduction to computers and computer basics classes to
community residents, especially seniors and returning citizens.

HOPE Project Events

Throughout the time you are in the program the HOPE Project will host several events. We will have a our
HOPE Project Open House on November 23 rd at 6:00pm, at the new Salvation Army Building on MLK Ave
SE, Washington DC. EVERY STUDENT WILL DELIVER A PRESENTATION AT THE OPEN HOUSE.

On Dec. 14th at 7:00pm the HOPE Project will host a Town Hall on (unemployment, HIV/AIDS, teen
pregnancy and Homelessness.)

HOPE Project Documentary

The HOPE Project is constantly trying to raise awareness in the community about the importance of young
adult career training. Therefore we are developing a documentary on the program. Throughout the training
we will be videoing taping the training and requesting to interview the students about the program. We are
asking that every student participate in the interviews.
 Microsoft Office Suite Training

Microsoft® Certified Application Specialists are a part of a global community of

distinguished achievers. This Microsoft credential tells the world you have demonstrated proficiency in the
newest standard of the world's foremost desktop computing applications. Microsoft certifications (based on
globally recognized standards) demonstrate your computing skills and help advance your career prospects in
a competitive job market.

Microsoft Certified Application Specialist certifications are primarily for office workers who use Microsoft
Office programs as a vital part of their job functions. These certifications cover the entire Microsoft Office
Suite, encompassing Word 2007, PowerPoint® 2007, Excel® 2007, Outlook® 2007 and Access® 2007, as
well as Windows Vista®.

Microsoft Microsoft Microsoft

Word
Creating and Customizing
Documents
Formatting Content
Working with Visual Content
Organizing Content
Reviewing Documents
Sharing and Securing Content
Excel Outlook
Creating and Manipulating Data Managing Messaging
Formatting Data and Content Managing Scheduling
Creating and Modifying Formulas Managing Tasks
Presenting Data Visually Managing Contacts and Personal
Collaborating and Securing Data Contact Information
Organizing Information

Microsoft Office Certification Exams

Certiport is the world leader in standards-based certification solutions that enable personal and professional
advancement through globally portable credentials. To this end, we provide certification and services to help
individuals to achieve more, distinguish themselves, and advance in today's academic and professional
environments.
The HOPE Project is a Certiport Authorized Testing Center. All students will take all of their Microsoft
Office Suite Exams here at the HOPE Project facility. Each student will receive retake vouchers for each
exam. The retake voucher allows the student to retake the same exam 14 days after the initial exam.
CompTIA Training

The latest version of CompTIA A+ is CompTIA A+ 2009 Edition. Two exams are necessary to be certified:
CompTIA A+ Essentials, exam code 220-701; and CompTIA A+ Practical Application, exam code 220-
702.
CompTIA A+ Essentials measures the necessary competencies of an entry-level IT professional with at
least 500 hours of hands-on experience in the lab or field. It tests for the fundamentals of computer
technology, networking and security, as well as the communication skills and professionalism now required
of all entry-level IT professionals.

CompTIA A+ Practical Application is an extension of the knowledge and skills identified in CompTIA
A+ Essentials, with more of a "hands-on" orientation focused on scenarios in which troubleshooting and
tools must be applied to resolve problems.

Why Certify?
Information technology, even in a tough economy, is a rapidly growing field, and the amount of knowledge
that IT professionals have cuts a wide swath. CompTIA certifications help to train and identify qualified,
knowledgeable employees and match them with employers who have jobs to fill. Earning a certification not
only proves you have the right skills, but also the dedication and commitment to your IT career to continue
learning.

CompTIA certifications are trusted because they are such an accurate predictor of employee success. When
developing an exam, CompTIA engages international focus groups and recruits subject matter experts from
around the world to define programs, write, review and participate in beta exams. CompTIA certifications
are built with the knowledge of experts and industry leaders from the public and private sectors, including
training, academia and the government.
Additional Microsoft Applications

The two most widely used operating systems are Windows XP and Windows Vista. To properly prepare
you for a successful career as a helpdesk or application support professional you will learn both operating
systems.

Windows XP
In this advanced course, students will learn how to navigate the folder hierarchy and search for files by
using My Computer and Windows Explorer, and manage files and folders by using the Recycle Bin,
customize the Windows XP user interface, perform advanced file and folder tasks, manage printers and print
jobs, and administer user accounts.

Unit 1: Getting started Unit 1: Customizing the user interface

Unit 2: The Help system
Unit 3: Working with My Computer
Unit 4: Working with files
Unit 5: WordPad and Paint
Unit 6: Customizing your workstation
Unit 7: Internet Explorer
Unit 2: Files and folders
Unit 3: Print management
Unit 4: Managing multiple users
Unit 5: System utilities
Unit 6: Sharing LAN resources

Windows 7
Students will learn how to use the Start menu and taskbar; move and resize windows; create and manage
files, folders, and libraries; edit file metadata; and search for content on their computers. Students will also
create shortcuts, use gadgets, and change system settings. Finally, students will browse the Web with
Internet Explorer 8, add sites to their Favorites lists, and add RSS feeds.

Unit 1: The Windows 7 environment Unit 4: Customizing the

Topic A: The Windows 7 desktop environment
Topic B: The taskbar Topic A: Icons and shortcuts
Topic C: Window management Topic B: Gadgets
Topic D: Windows Help and Support Topic C: System settings

Unit 2: Files, folders, and libraries Unit 5: Internet Explorer 8

Topic A: Folders and libraries Topic A: Web browsing
Topic B: Working with files Topic B: Tabbed browsing
Topic B: Web searching
Unit 3: Managing content Topic B: Customization
Topic A: Working with Windows Explorer Topic C: Multimedia content
Topic B: Searching for content
Microsoft SharePoint Services 3.0 –

Windows SharePoint Services helps teams stay connected and productive by providing easy access to the
people, documents, and information they need to make more informed decisions and get the job done.
Enhancements in Windows SharePoint Services 3.0 make it easier than ever to share documents, track tasks,
use e-mail efficiently and effectively, and share ideas and information.

 Provide a single workspace for teams to

coordinate schedules, organize documents,
and participate in discussions—within the
organization and over the extranet.

 Easily author and manage documents, and

help to ensure their integrity with enhanced
features including the option to require
document checkout before editing, the
ability to view past revisions and restore to
previous versions, and the ability to set
document-specific security.

 Help people and teams stay on task with a variety of communication features that let users know
when actions are required or important changes are made to existing information or documentation,
including announcements, sophisticated alerts, surveys, and discussion boards.

 Provide creative forums for brainstorming ideas, building knowledge bases, or simply gathering
information in an easy-to-edit format with new templates for implementing blogs (also known as
weblogs) and wikis (Web sites that can be quickly edited by team members—no special technical
knowledge required).

 Stay productive while mobile with enhanced support for offline synchronization through Microsoft
Office Outlook 2007 that users can use to manage document libraries, lists, calendars, contacts,
tasks, and discussion boards even offline, and to synchronize changes when reconnected to the
network.
Microsoft SharePoint Services 3.0 – Sample webpage
Microsoft SharePoint Services 3.0 – Sample webpage
Moodle LMS System

The HOPE Project uses a custom designed learning management system (LMS) to mange student grades,
administer tests and quizzes. The system tracks all of your activities, including the amount of time in the
LMS, pages visits, etc. Software training videos will also be stored in the LMS.

Moodle is an Open Source Course Management System (CMS), also known as a Learning Management
System (LMS) or a Virtual Learning Environment (VLE). It has become very popular among educators
around the world as a tool for creating online dynamic web sites for their students. To work, it needs to be
installed on a web server somewhere, either on one of your own computers or one at a web hosting
company.

What is Moodle?
1B

The focus of the Moodle project is always on giving educators the best tools to manage and promote
learning, but there are many ways to use Moodle:

A. Moodle has features that allow it to scale to very large deployments and hundreds of thousands of
students, yet it can also be used for a primary school or an education hobbyist.
B. Many institutions use it as their platform to conduct fully online courses, while some use it simply to
augment face-to-face courses (known as blended learning).
c. Many of our users love to use the activity modules (such as forums, databases and wikis) to build richly
collaborative communities of learning around their subject matter (in the social constructionist tradition),
while others prefer to use Moodle as a way to deliver content to students (such as standard SCORM
packages) and assess learning using assignments or quizzes.
Dimdim – Web Conferencing Software
Dimdim is a very simple to use browser-based web conferencing service. You can show presentations,
collaborate via whiteboards, chat, talk and broadcast via webcam with absolutely no download required to
host, attend or even record meetings.

Incredibly Easy. Dimdim sports a very simple user

interface so you can focus on your meetings - not the
technology. What’s more, the people you invite to your
meeting do not have to install anything - even to
broadcast audio or video. A single click starts your
meetings.
Absolutely Free. Our free version isn’t a feature-limited trial. Dimdim Free boasts a powerful feature set
allowing anyone, anywhere to host meetings with up to 20 people. Dimdim Pro and Dimdim Enterprise do
more.

Share Anything. A single click is all it takes to share PowerPoints, PDFs, whiteboards, web pages, even
your entire computer screen. Another click to easily pass control of the meeting to any attendee.

See and Hear Everything. See the presenter’s live video and computer screen while hearing multiple
voices over IP (VoIP). Hosts can pass the microphone or webcam* around with a single click and adjust
video quality. All this with no plug-in needed.

Everyone Can Join. Large meetings are no problem. Each attendee shows up in a list where microphones,
webcams* and other presenter controls can be assigned with a single click.

Multi-user Everything. All attendees can simultaneously annotate a presentation, mark up a whiteboard,
send instant messages and broadcast their audio and video – while they record the session. Hosts can enable
any attendee to take control and share their PowerPoints, PDFs, whiteboards, web pages, and their desktops.

www.dimdim.com
SnagIt – Screen Capture Software

SnagIt is a screenshot program that operates under the Windows operating system. It is distributed by
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TechSmith, who also distributes Camtasia Studio. SnagIt replaces the native Print Screen function with
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additional features. It contains most features needed by technical writers (scrolling page screenshots and
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automatic 'trim edges' function, for example)

Capture
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If you can see it, you can snag it. Don't waste time cropping your captures. Snag exactly what you need,
with just a click.

Profiles make it easy.

Snagit comes with eleven preset buttons that make screen capture a cinch! Capture a region of your screen,
text from a window, the contents of a tall page that scrolls, all the images on a Web page, you get the idea.
Remote Desktop Support Software

Bomgar enables remote control of PCs, servers and mobile devices through corporate firewalls. Support
reps can see the screen, control the mouse and work as if physically present. Both the customer and the rep
connect to the appliance through outbound connections. Bomgar logs and records every remote control
session, passing no data through a 3rd party. And most sessions are clientless, lasting only for the duration
of the support call and leaving no footprint on the remote computer.

Additional remote software:

WebEx Remote and LogMe In Remote
Ticketing Software

HEAT software delivers an award-winning customer service and support solution for IT help desks, support
centers and call centers.

A full-featured, out-of-the-box customer service, support call ticket and call logging solution, HEAT
enables corporate streamlining of employee and customer support interactions. This affordable, easy-to-use,
practical solution helps you gain control of your service and support issues and resolve them quickly and
efficiently.

SMA, the #1 HEAT Solutions Provider for over seven consecutive years, can help you determine your
HEAT software requirements. In addition, SMA's technical team offers HEAT software services such as
HEAT implementations, customizations and training.

Key Features of HEAT software:

 HEAT Quick Start Wizard - Tailors the system to your business environment quickly and easily
 Call Logging - Provides all the tools necessary to log and track 100% of your help desk calls and
resolve them more quickly than ever before
 Business Process Automation Module (BPAM) - Automates many business processes and
monitors the system for problem issues
 Auto Ticket Generator (ATG) - Automatically creates new support call tickets and updates
existing call tickets via a variety of sources, including MAPI
(i.e. Outlook, GroupWise, etc.) VIM (i.e. Lotus Notes) and POP3. Additionally, Auto Ticket
Generator can automatically respond to requests for call ticket information and status
 HEAT Answer Wizard - Provides easy selection from more than 200 predefined reports, with
quick answers to business questions
 HEAT Management Console - Monitors key metrics and graphically illustrates help desk status at
a glance
 Technician Web Access - Provides remote access to HEAT using a Web browser with no additional
plug-ins required. Enables 24/7 remote access to core HEAT functionality, allowing technicians
greater mobility and productivity
 HEAT Survey - A web-based solution designed to enable service organizations to quickly create,
host and populate surveys across the enterprise - helping managers track user responses to individual
topics or gauge the overall level of customer satisfaction.

Additional Ticketing software:

IQTrack, AutoTask and Service Desk
Network Hardware/Software Training

In addition to the core technical skills of the HOPE Project you will be introduce to several other very useful
software applications and tools as well as enterprise class hardware appliances.

 IDS/IPS (Intrusion Detection System) (Intrusion Prevention System)

 Patch/Security Management
 Antivirus/Antispyware/Malware
 Virtualization
 Network Attached Storage and Storage Area Networks
 Network monitoring
 Windows 2003 Active Directory
 VPN – Virtual Private Network
 Firewalls appliances
 Cisco Router
 PC imaging, create and deploy using Norton Ghost
 VoIP Phone systems

Important Websites

wikipedia.com
comptia.org
certiport.com
prometric.com
manageengine.com (network monitoring and service desk)
professormesser.com
bomgar.com
techrepublic.com
microsoft.com
webex.com
dimdim.com
snagit.com
logmein.com
dell.com
smasystems.com
asterisk.org
 The HOPE Project Training Proposed Schedule

PHASE 1 PHASE 4
Professional Development Microsoft Office Suite 2007 Training
1. Microsoft Outlook
1. Presentation Skills Training 2. Microsoft Word
2. Customer Service Training 3. Microsoft Word Intermediate
3. Resume Development Part 1 4. Microsoft Excel
4. Interview Skills Training 5. Microsoft Excel Intermediate
5. Conducting Meetings 6. Microsoft PowerPoint
6. Business Etiquette 7. Microsoft PowerPoint Intermediate
7. Telephone Techniques
8. Managing Projects
9. Learn dimdim PHASE 5
PHASE 2 Helpdesk Software
1. Bomgar
Introduction to Moodle LMS 2. LogMe In Remote
3. WebEx
Operating Systems Training 4. Service Desk 7.5
1. Windows XP – Basic 5. OpManage
2. Windows XP – Advanced
3. Windows 7 – Basic CompTIA A+
4. Windows 7 – Advanced 1. Essentials, exam code 220-701
2. Practical Application, exam code 220-702

Helpdesk Support Software

1. Open Source Ticketing System Software
PHASE 6
2. HEAT Ticketing Software
3. Snag It Network Hardware/Software
4. SharePoint Services 3.0 1. IDS/IPS (Intrusion Detection System)
5. Network Hardware and Software discussion (Intrusion Prevention System)
2. Patch/Security Management
PHASE 3 3. Antivirus/Antispyware/Malware
4. Virtualization
Tech Support – BOOTCAMP 5. Network Attached Storage and Storage Area Networks
6. Network monitoring
7. Windows 2003 Active Directory
1. Professionalism
8. VPN – Virtual Private Network
2. Handling the calls
9. Firewalls appliances
3. Documentation
10. Cisco Router
4. Scheduling the job
11. PC imaging, create and deploy using Norton Ghost
5. Hardware and Software training
a. Spyware and Viruses 12. VoIP Phone Systems ****
b. Memory upgrades
c. Data Recovery PHASE 7
d. Wireless Networks
e. Replacement of Hard drives Career Development
1. Resume Development Part 2
2. Job Search Strategy
3. Interview Preparation
4. Accept Position