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CISCO GUIDE FOR FINAL EXAM

What do we will cover in this paper:

Roles of ISP Technicians OSI model & Troubleshooting approaches Protocols Router Configuration

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Roles of ISP Technicians:

When a user initially contacts the help desk to resolve an issue, the call or message is usually directed to a Level 1 support technician. Level 1 support is usually an entry-level position that provides junior technicians with valuable experience. Many customer issues are resolved by the Level 1 support technician. Issues that cannot be resolved are sent to Level 2 support, which typically has fewer agents available. The duties and responsibilities of the Level 2 technician are similar to that of the Level 1 technician, but they are at a higher skill level. These agents are expected to solve problems that are more challenging and require more knowledge.

First Level Support Responsibility:

Diagnose basic network connectivity issues. Diagnose and document the symptoms of hardware, software and system problems. Resolve and document any basic user issues. Help customers complete online order forms to attain various systems, services, hardware, software, reports and entitlements. Escalate unresolved issues to the next level.

Second Level Support Responsibility:

Diagnose and solve more difficult network problems. Use diagnostic tools and remote desktop sharing tools to identify and fix problems. Identify when an onsite technician must be dispatched to perform repairs.

Third Level Support Responsibilities:

Diagnose and resolve problems that have been escalated by the level 1 and level 2 technicians. Survey network conditions for analysis by a senior network technician. Install and configure new equipment, including customer premise equipment upgrades, when necessary.

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OSI MODEL
Application Layer Presentation Layer Session Layer Transport Layer Network Layer Data Link Layer Physical Layer

Understanding OSI Model:

Application Layer:
Defines interfaces between application software and network communication functions. Provides standardized services such as file transfer between systems.

Presentation Layer:
Standardizes user data formats for use between different types of systems. Encodes and decodes user data. Compresses and decompresses data.

Session Layer:
Manages user sessions and dialogues. Manages links between applications.

Transport Layer:
Manages end to end message delivery over the network. Can provide reliable and sequential packet delivery through error recovery and flow control mechanisms.

Network Layer:
Provides logical network addressing. Routes packets between networks based on logical addressing.
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Data Link Layer:

Defines procedures for operating the communication links. Detects frame transmit errors and provides a recovery mechanism. Adds physical address to frame.

Physical Layer:
Defines physical means of sending data over network devices. Interfaces between network medium and devices. Defines optical, electrical and mechanical characteristics for both wired and wireless media. Includes all form of electromagnetic transmission such as light, electricity, infrared and radio waves.

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Troubleshooting Methodologies
There are three main troubleshooting approaches when using network models: Top Down Bottom Up Divide and Conquer

Top Down Approach: Starts with the Application Layer and moves down. It
looks at the problem from the point of view of the user and the application.

Bottom Up Approach: Starts with the Physical Layer and moves up. The
Physical Layer is concerned with hardware and wire connections.

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Divide and Conquer Approach: Typically troubleshooting begins at one of the

middle layers and moves up or down from there.

Troubleshooting by OSI layers:

Physical Layer:
Performance lower than baseline
o Inadequate cable or poor termination can result in errors that increase the rate of retransmissions. o Electrical interference may cause poor performance over copper links. o Cabling that exceeds the recommended standard distance limitations can cause attenuation problems. o In a wireless networks, interference or a significant increase in traffic can cause network responses to degrade.

Loss of connectivity
o Intermittent loss can be caused by power related problems such as failing UPS or power supply, resulting in a device reboot or temporary link or device failure. o Loose connections and tensions on the connectors and wires can also cause intermittent loss. o For wireless coverage areas, intermittent connectivity can be caused by overlapping wireless channels.
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o Complete loss can be caused by a cable connection failure or a failed device or interface.

High collision counts

o Average collision counts on shared media should generally be below 1% of total traffic o Collision based problems are often traced to a single source, such as bad uplink cable on a hub or switch port, or a link that is exposed to external electrical noise. o Too many hosts on a single shared segment can contribute to high collision rates. o Duplex mismatches between devices can cause collisions to be recorded on a switch link. o A full-duplex switch port should have no collisions.

Network Diagrams:
It is very difficult to troubleshoot any type of network issue, without a network diagram that depicts the IP addresses, IP routes and devices such as firewalls and switches. Logical and Physical topologies are extremely useful in troubleshooting.

Physical Network Topologies:

A Physical network topology shows the physical layout of the devices connected to the network. Knowing how devices are Physically connected is necessary for troubleshooting problems at the Physical Layer, such as cabling or hardware problems. Physical network topologies typically include: Device types Models and manufacturers of devices Locations Operating System versions Cable types and identifiers Cabling endpoints
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Logical Network Topologies:

A logical network topology shows how data is transferred on the network. Symbols are used to represent network elements such as routers, servers, hubs, hosts and security devices. Logical network topologies typically include: Device identifiers IP addresses and subnet masks Interface identifiers Routing protocols Static and default routes Data Link protocols WAN technologies

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Protocols
Protocols are divided into two categories based on their use of connection: Connection Oriented Protocols: These protocols require that a logical connection
be established between two devices before transferring data. This is generally accomplished by following a specific set of rules that specify how a connection should be initiated, negotiated, managed and eventually terminated. Usually one device begins by sending a request to open a connection, and the other responds. They pass control information to determine if and how the connection should be set up. If this is successful, data is sent between the devices. When they are finished, the connection is lost. Connectionless Protocols: These protocols do not establish a connection between devices. As soon as a device has data to send to another, it just sends it.

HTTPS: Hypertext Transfer Protocol w/ Secure Sockets Layer (SSL)

Provides encrypted communication and secure identification of a network web server. HTTPS connections are often used for payment transactions and for sensitive data transmission.
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Secure Socket Layer (SSL): Protocol used to provide secure communications

on the Internet such as web browsing, e-mail, Instant messaging (IM) and other data transfers. SSL uses a cryptographic system with two keys to encrypt data: Public key known as a digital certificate and Private key known only to the recipient of the message.

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Router Configuration

Changing hostname. Initial configuration. Specify an encrypted password to prevent unauthorized access to the router. Disable the router from translating typos into IP addresses. Set the IP address and subnet mask for the specified interface. Set the encapsulation method for a Serial interface. Encrypt system passwords in the configuration file. Configure the default route. Configure DHCP service.

Router> enable Router# configure terminal Router(config)# hostname megatr0nz@cronus megatr0nz@cronus(config)# megatr0nz@cronus# configure terminal megatr0nz@cronus(config)# enable secret @password@ megatr0nz@cronus# end megatr0nz@cronus# configure terminal megatr0nz@cronus(config)# no ip domain-lookup megatr0nz@cronus# end megatr0nz@cronus(config)# interface FastEthernet 0/0 megatr0nz@cronus(config-if)# ip address 192.168.10.1 255.255.255.0 megatr0nz@cronus# configure terminal megatr0nz@cronus(config)# interface Serial 0/0/0 megatr0nz@cronus(config-if)# encapsulation hdlc megatr0nz@cronus# configure terminal megatr0nz@cronus(config)# service password-encryption megatr0nz@cronus# configure terminal megatr0nz@cronus(config)# ip route 0.0.0.0 0.0.0.0 Serial 0/0/0 megatr0nz@cronus# configure terminal megatr0nz@cronus(config)# ip dhcp pool DHCP_POOL_N1 megatr0nz@cronus(dhcp-config)# network 192.168.10.0 255.255.255.0 megatr0nz@cronus(dhcp-config)# dns-server 8.8.8.8 megatr0nz@cronus(dhcp-config)# default-router 192.168.10.254 megatr0nz@cronus(dhcp-config)# ip dhcp excluded-address 192.168.10.254

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Cisco Router Show Commands View version information View current configuration (DRAM) View startup configuration (NVRAM) Show IOS file and flash space Shows all logs that the router has in its memory View the interface status of an interface Overview all interfaces on the router View type of serial cable on Serial 0/0/0 Display a summary of connected cdp devices Display detailed information on all devices Display current routing protocols Display IP routing table Display access lists, this includes the number of displayed matches Check the router can see the ISDN switch Check a Frame Relay PVC connections show lmi traffic stats Display the frame inverse ARP table show version show running-config show startup-config show flash show log show interface <INTERFACE> show ip interfaces brief show controllers Serial 0/0/0 show cdp neighbor show cdp entry * show ip protocols show ip route show access-lists

show isdn status show frame-relay pvc show frame-relay lmi show frame-relay map

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