Network Supervisor's Toolkit

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QUICK REFERENCE GUIDE Benefits to the CNE 1 Certification Requirements 2, 7-8 Certification options 6 NEST information 14-17 Test objectives 9-13 Test procedures 3 Test series numbers 7 Test registration 3, 7 NOVELL'S CERTIFIED NETWARE ENGINEER (CNE) PROGRAM INQUIRY ANSWER SHEET What is the CNE Program? The CNE program is designed to train and test individual technicians and engineers on a continuous basis to provide service and support in the NetWare user environment. What are the benefits of the CNE Program? Through the CNE program, organizations can enhance their user support and tap into more marketing and technical support from Novell. With the CNE program, users can expect improved response and problem resolution time. Specific benefits are listed below. a. Through CNE training, Novell offers resources needed to provide the level of service and support NetWare users depend on. b. Novell stands behind its CNEs with extensive technical support. CNEs receive timely information through the Technical Information Database. They also have access to Novell service engineers for help in solving complex customer problems. Novell offers the following technical support to organizations with CNEs on staff: 1. Five free incident calls using Novell's Advanced Technical Services for each CNE on staff. (An incident is the identification, follow-up, and resolution of a problem, no matter how many calls are needed.) Organizations using the Advanced Technical Services receive priority status, so problems are resolved quickly. After the five incidents are used by the CNE, organizations with CNEs can purchase an additional 24-Incident service call package. To order the additional 24-Incident call package, organizations with CNEs call the Novell technical support number their CNE received when they became certified. 2. A copy of Novell's Technical Information Database (TIDB). If the company does not already have a TIDB, one TIDB is free to organizations that have a Certified NetWare Engineer. The information in the database helps engineers isolate, identify, and solve user problems quickly. Organizations receive TIDB updates free for one year after they send in the TIDB registration card. The TIDB that organizations receive is a read-only version. 3. A discounted initial subscription to NetWire*. NetWire is an on-line information service available through CompuServe. It provides up-to-date information from Novell and Novell end users, and provides an excellent source of updated programs and utilities. Organizations can use the information in the CNE's certification package to sign up for NetWire. * NetWire will be available internationally after June 1990. c. Novell offers extensive marketing support to its CNEs. A list of organizations employing Certified NetWare Engineers is available to end users on NetWire. Novell encourages customers to use CNEs for their service needs through various computer magazines. Page 1 What are the basic requirements for CNE certification? 1. In addition to having a basic understanding of DOS and microcomputer hardware, CNEs must demonstrate mastery of the subjects taught in the Novell education courses listed on Page 7. This mastery must be demonstrated by passing the certification tests listed below with a percentage score of 85 percent or higher. These requirements are effective March 1, 1990. a. DOS Understanding b. Micro Hardware Knowledge c. NetWare v2.1 System Manager d. NetWare v2.1 Update & Advanced Features e. NetWare Service & Support f. Novell's Introduction to Data Communications g. NetWare 386 OS Features Review 2. Meet the Novell Enhanced Support Training (NEST) requirements by attending the course or submitting an acceptable NEST Waiver Form. Where can I find more information about the CNE Program? In the United States or Canada Novell Product Information 122 East 1700 South Provo, UT 84606 Phone: 1-800-LAN-KIND In countries other than the United States Novell UK Novell Germany Avon house, Sweetwell Rd. Willstaetter-Strasse 13 Bracknell, Berkshire, RG12 1HH 4000 Duesseldorf 11 United Kingdom West Germany Phone: 011 44 (344) 860400 Phone: 011 49 (21) 15973-0 Novell Paris Novell Australia TOUR ANJOU Level 2 33, Quai De Dion Bouton 2 Help Street 92814 Puteaux Cedex Chatswood, NSW 2067 France Australia Phone: 011 33 (1) 47.75. 09.09 Phone: 011 612 413-3077 Novell Hong Kong Novell Toronto 12/F New Town Tower 3100 Steeles Ave. East 8-18, Pak Hok Ting Street Suite 500 Shatin, New Territories Markham, ON Hong Kong Canada L3R 8T3 Phone: 011 852 6012123 Phone: 416-940-2670 Who is eligible to participate in the CNE program? Any technician working for a qualified Novell reseller, independent service organizations or NetWare customer can become a Certified NetWare Engineer. Technicians must have a working knowledge of DOS and microcomputers before participating in the program. Page 2 Where do I get information about education courses? In the United States and Canada In countries other than US or Canada Novell's Education Department Refer to local international Novell 122 East 1700 South offices as listed on page 2. Provo, UT 84606 Attn: Education Coordinator Phone: 1-800-233-3382 Are there options to taking Novell's classroom education courses? Yes. Most course subjects are covered in Novell's self-paced training courses and in Novell's product manuals. For more information on Novell's self-paced training courses, see Page 8. How does a CNE candidate register to take CNE challenge tests? 1. Contact the PLATO Development Centers Central Registration (PDCCR). In countries other than US or Canada, contact one of the five Novell offices listed on Page 2. In the US and Canada only PLATO Development Centers Central Registration (PDCCR) 8800 Queen Avenue South Bloomington, MN 55431 Phone: 1-800-446-9554 In Minnesota Call: 612-921-7401 2. Inform registrar you want to register for Novell CNE certification tests. 3. Have the following ready: a. Name b. Social Security number, Passport Number, or Travel Authorization Number c. Mailing address d. Billing address e. Test series number (part number if outside the US or Canada) f. Method of payment, i.e., cash, credit card, or company check (payment is expected prior to test taking; no invoice will be issued by PLATO or Novell) g. Testing location (refer to PLATO address listing, or if outside the US or Canada, refer to one of the Novell offices listed on Page 2) 4. For United States and Canada: after payment with PDCCR, contact the PLATO Professional Development Center where you will take the test to schedule a date and time. (Refer to the PLATO address listing.) 5. After payment is received, PDCCR or the Novell office if outside the US or Canada sends a letter of registration confirmation. 6. The CNE candidate must arrange his or her schedule to complete the tests registered for within 90 days from the date of registration. If the candidate fails to complete the tests within the 90 days, the candidate will forfeit the registration and testing fee. The CNE candidate must then reregister for the tests and pay the testing fee again to take desired certification tests. Page 3 What procedures should I follow when I take the test? 1. Arrive at least 15 minutes before the test is scheduled to begin to sign in at the PLATO Professional Development Center or the Novell office if outside the US or Canada. 2. Bring two forms of identification. a. One picture ID: for example, driver's license or company security badge. b. One other form of ID: for example, major credit card, Social Security Card, passport, or Travel Identity card. 3. You may bring only hard copy documentation to help you take the tests. The tests are open book. No laptop computers are allowed. Do the certification requirements for the CNE program change? Yes. While leading-edge technology might drive the network computing industry into the 1990s, technological innovation alone will not get the job done. To meet the needs of users, Novell must not only provide sophisticated products, they must also provide equally sophisticated service and support through their CNEs for those products. In order to accomplish this, Continuing Certification requirements will be added to the CNE program. Novell feels this will benefit the CNE greatly by helping you stay current with the latest technologies and service techniques. New CNE candidates who are not certified before the new requirements are implemented into the program will need to complete the Continuing Certification requirements before certification can be obtained. Is there a time limit in which CNE certification must be obtained? New CNE candidates have six months to complete all core requirements and any new Continuing Certification requirements that may be added to the core requirements before CNE certification is granted. Is there a recertification requirement? Yes. The CNE recertification requirement can actually be better defined as a requirement to maintain certification. To maintain certification, the CNE must complete all CNE Continuing Certification requirements within three months from the date they are implemented into the program. Does Novell ever decertify a CNE? Yes. CNEs who do not complete Continuing Certification requirements within the three-month timeframe may be decertified. Once decertified, the CNE has one month to complete and pending Continuing Certification requirements before being recertified. If the CNE does not meet the pending requirements within one month, all certification requirements passed up to that point will become null and void, and the individual must complete all certification requirements again to regain CNE status. If an organization has only one CNE and that CNE becomes decertified, the organization loses its priority technical support from Novell (after existing technical incident calls are completed). From the date of decertification, Novell will flag the organization's name in NetWire as being temporarily without a CNE. Novell will give the organization a three-month grace period to employ a CNE or advance another employee to CNE status. If the organization does not have another CNE on staff by the end of the three- month grace period, Novell will remove that organization's name form the NetWire list of CNEs and other referral databases. Page 4 What happens to the CNE certification if the CNE leaves the company he or she certified under? The certification is awarded to an individual, not an organization. A CNE retains certification if they move to a new organization. However, because most organizations financed the CNE, any remaining incident calls and the TIDB remain with the organization the CNE certified under. If the CNE becomes employed by another organization, the organization now employing the CNE must purchase the 24-Incident service call package and the TIDB prior to receiving technical support and marketing exposure from Novell. Organizations who employ CNEs are responsible for notifying Novell of any CNE's employment change. The CNE is responsible form maintaining their certification. Novell can NOT reimburse an organization for CNE certification costs incurred by CNEs leaving their organization. What do I do once I have met all of the certification requirements? Once all certification tests have been passed with a score of 85 percent or higher and the NEST course certificate or the NEST Waiver Form are sent to Novell Program Administration and approved, the CNE candidate will receive a letter of certification from Novell within ten working days. This certification letter will inform the candidate of official CNE certification with Novell, o a note telling them when the TIDB will be shipped, o and a request for a 1-inch x 1-inch size photo that will be used for the CNE picture ID Badge. The official CNE certificate of completion will not be sent until the ID badge photo has been received by Novell Program Administration. Upon receiving the photo, Novell Program Administration will laminate the photo into a CNE ID badge and send the badge and a personalized CNE certificate. Page 5 NOVELL/PLATO PROFESSIONAL DEVELOPMENT CENTERS TESTING OPTIONS The PLATO Development Centers Central Registration (PDCCR) and Novell offices if outside the US or Canada, offer two options when registering for CNE certification tests. You must pass certification tests with a score of 85 percent or higher. The Novell/PLATO testing system calculates your score after each testing series you take. The two options are listed below. OPTION 1: Register for tests individually at a cost of $70.00 US for each test. When you call PDCCR or a Novell office outside the US or Canada, state that you want to register for Novell's certification tests, and give the series numbers corresponding to the tests you need to take. The tests are listed below with applicable series numbers and part numbers. CNE Certification Test Series Number Testing Time Test Price Part Number DOS Understanding 50-1 30 min. $70 US 012-000010-001* Micro Hardware Knowledge 50-2 30 min. $70 US 012-000011-001* NetWare v2.1 System Manager 50-3 60 min. $70 US 012-000012-001* NetWare v2.1 Update & Adv. Features 50-4 60 min. $70 US 012-000013-001* NetWare Service & Support 50-8 60 min. $70 US 012-000015-001* Novell's Intro. to Data Communications 50-7 60 min. $70 US 012-000016-001* NetWare 386 OS Features Review ** 50-9 45 min. $70 US 012-000022-001* OPTION 2: Register for the special group testing series. When you call PDCCR or a Novell office if outside the US or Canada, state that you want to register for Novell's Certified NetWare Engineer special group testing series and give the number of the series you want to register for. The group testing series are listed below. Actual Series Testing Test Part Group 1 *** Number Time Price Number Basic Computer & NetWare Understanding Test 50-10 180 min. $150.00 US 012-000019-001* (Includes DOS, Micro, System Manager, and Data Communications tests. Allows testing on four series during one session, thus saving you money.) Group 2 Advanced NetWare & Networking Concepts Test 50-14 120 min. $100.00 US 012-000020-001* (Includes Update & Advanced Features, and Service & Support tests. Allows testing on two series during one session, thus saving you money.) * Test part numbers are NOT to be used to order tangible product. ** The NetWare 386 OS Features Review test must be taken individually. No special group testing series includes the 50-9 test. *** When candidates register to take the Group 1 50-10 test they are registering and paying to take four certification tests in a special group testing series. However, the 50-10 test is divided into three testing sessions. The first session consists of DOS, Micro Hardware, and the second session is System Manager. The third session consists of Data Communication. When contacting the local PLATO Professional Development Center to arrange a date and time to take the tests, the candidate must arrange times for the three 50-10 testing sessions. Page 7 LIST OF NOVELL EDUCATION COURSES Education courses can be taken at Novell Authorized Education Centers. For education course information, contact Novell's Education Department at 1- 800-233-3382, or if in countries other than US or Canada, call your local Novell office. Applicable Novell education courses with their corresponding course numbers are listed below. Course # Individual Certification Course Course Length 501 NetWare v2.1 System Manager, Rev. 3.01 Three Days 502 NetWare v2.1 Update & Advanced Features, Rev. 1.0 Two Days 701 NetWare Service & Support, Rev. 1.03 Four Days 103 Novell's Intro. to Data Communications, Rev. 1.0 Two Days 506 NetWare 386 OS Features Review, Rev. 1.0 One Day 710 * Novell Enhanced Support Training, Rev. 1.0 Three Days LIST OF NOVELL SELF-PACED TRAINING COURSES Currently five Computer Based Training (CBT) courses are available that can educate you on most of the subjects** covered in the classroom courses. These CBTs can be ordered through normal Novell distribution channels. The CBT courses are listed below with their corresponding part numbers. CBT Training Title Part Number Suggested Price 1109 286 v2.15: System Supervisor I 883-000878-001 $495 US 1112 286 v2.15: System Supervisor II 883-000920-001 $495 US 1103 Novell's Intro. to Data Communications 883-000760-001 $395 US 1111 386 v3.0: System Supervisor I 883-000904-001 $595 US 1113 386 v3.0: System Supervisor II 883-000910-001 $495 US Once the CNE candidate has completed the course training or the self-paced CBT training, they will need to register with the PLATO Development Centers Central Registration or Novell office if in countries outside the US or Canada to complete the certification tests. The tests will then be taken at a local PLATO Professional Development Center or the Novell office if outside the US or Canada. If a candidate fails a test, they may retake the test later at one of the PLATO Professional Development Centers or a Novell office if in countries other than US or Canada. * The Novell Enhanced Support Training (NEST) course is the only course that requires no certification test. You may waive this course if you can prove competency in the NEST course objectives by filling out a NEST Waiver Form and allowing Novell to check the references. Otherwise, you must take the NEST course to certify. (See Novell Enhanced Support Training course outline and Waiver Form on Pages 11-14.) Send a copy of the course certificate or waiver form to the Program Administration Department as listed on the back page of the NEST Waiver Form. Candidates outside the US or Canada, send the certificate or form to one of the offices listed on Page 2. ** Accounting and FCONSOLE utility information needed for passing the CNE tests is in the NetWare manuals. Accounting and FCONSOLE utility information is included in the 1113 386 v3.0 System Supervisor II CBT. Page 8 OBJECTIVES COVERED IN TESTS DOS Understanding Test Reference materials: IBM DOS Manual, Revisions 3.0 to 4.0 Configuration of DOS Systems Printer and Monitor Display Operations Directory Maintenance File Maintenance Copy Commands Disk Drive Operations DOS Relationships DOS Command Executions Batch Files Micro Hardware Understanding Test Reference materials: IBM Installation Manual, which includes an IBM Hardware Reference Guide. Novell Hardware Ready Reference Guide, Part # 100-000385-001 (covers Interrupts) Bus Channels and Speeds Microprocessors Memory Disk Drives o Disk capacity o Disk care o Disk installation and setup Computer Ports Interrupts, Wait States, Addresses Hardware Nomenclature and Description Definitions "Booting" Computer Configuration of Computer and Peripherals Page 9 NetWare 2.1 System Manager Reference materials: Novell course student manual, NetWare v2.1 System Manager Rev. 3.01 Novell Computer Based Training, 1109 286 v2.15 System Supervisor I Role and Responsibilities of the System Manager Methodology of Setting Up a Network Components and Expansion of a Network o Major components of a network o Principles of expanding a network Features and Benefits of NetWare o Features and benefits of NetWare o Significance of the Shell o The 5 major NetWare features Directory Structures Drive Pointers * Security and Rights o Eight trustee rights and their relationships to the directory structure o Four levels of security o Directory security structures Types and Functions of Operating Commands o Four types of NetWare Operating System commands o Function of the command line utilities (User commands) Operating Commands o Differentiate between Supervisor, Console and User commands o General function of the Supervisor commands o General function of the Console commands o Command line utilities with Menu Options Login Scripts o Three types of login scripts o Purpose of each type of login script o Procedures involved in creating a login script Procedures Needed to Load Applications on the Network Elements of Creating a Menu Backup and Restore o Procedure for backing up and restoring from tape o Using LRESTORE, LARCHIVE, NRESTORE, and NARCHIVE Page 10 NetWare 2.1 Update & Advanced Features Reference materials: Novell course student manual, NetWare v2.1 Update & Advanced Features Rev. 1.0 Novell Computer Based Training, 1112 286 v2.15 System Supervisor II Commands o v2.1 commands o v2.1 Supervisor command line utilities o Existing as well as new v2.1 Menu utilities SYSCON Functions o Install, View, and Remove Accounting o Change Account Balances o Supervisor Options Printing Functions o Network printing commands (CAPTURE, ENDCAP) o PCONSOLE o PRINTDEF o PRINTCON o AUTOEXEC.SYS Memory Management FCONSOLE Bridging Service & Support Reference materials: Novell course student manual, NetWare Service & Support Rev. 1.03 NetWare LANS o Identify the components in a NetWare LAN o Describe how the components fit together LAN Topologies and Protocols o Name and briefly describe the three major LAN topologies and protocols o Identify which topologies and protocols are used by which networks LAN Board Configurations o Set jumpers, switches, etc. on LAN boards o Understand the configuration terminology used in setting LAN boards o Select non-conflicting configurations for LAN boards LAN Cabling Systems o Recognize the different types of cables o Recognize and know how to use cable linking devices o Install cables in a LAN according to the cabling rules NetWare Installation Concepts o Determine which installation utilities to use for NetWare installations o Run installation utilities and understand what they do Page 11 Disk Expansion o Install and configure Disk Coprecessor Boards o Install Disk Mirroring in a NetWare LAN o Understand disk/controller addressing and terminating Additional Installations o Create a customized Resource Set o Set up a LAN for Remote Reset Internetwork Installations o Install an internal or external bridge (local or remote) o Know how network addresses affect internetworking o Optimize an internetwork Introduction to Troubleshooting o Describe the purpose of troubleshooting o List the common factors in troubleshooting a network o Identify five of the ten most common causes of LAN problems Troubleshooting Techniques o Describe the steps in the troubleshooting process o Effectively use the Pre-site Planning Form. On-site Diagnosis o Construct a flowchart to help narrow down a problem o Effectively use isolating questions to narrow down a problem o Identify possible problems by identifying symptoms Diagnostic Utilities and Services o Describe the functions of NetWare diagnostic utilities o Describe the functions of NetWare software repair utilities o Explain the purpose of additional diagnostics Novell Introduction to Data Communications Reference materials: Novell course student manual, Novell's Introduction to Data Communications Rev. 1.0 Novell Computer Based Training, 1103 Novell's Introduction to Data Communications Data Communications Overview o Importance of data communications o evolution and characteristics of communications codes o Binary system of data communications o Four basic data communications elements o Communications standards o Standards organizations and samples Data Communications Elements o Differences in transmission modes o Serial and parallel transmissions o Asynchronous and synchronous transmissions o Error-checking methods o Bounded and unbounded media o Types and functions of DTEs and DCEs o Modem features, characteristics, and selection o Features and functions of the RS-232C interface o Functions of a multiplexer Page 12 Data Communications Standards o Connectivity and transparency o Comparison of OSI layers to functions o Matching Network architectures to companies o Advantages of specifying network architectures o Comparison of SNA layers to OSI layers o SNA compatibility Environments o Data Processing strategies o Mainframe names and model numbers - functions o Mainframes and minicomputers o Comparison of operating systems to computer type o Types of networks and abbreviations o LAN, minicomputer, and mainframes environments o Advantages of using LANS o Terminal emulation Data Communications Products o Local and remote bridges differences o Two types of bridges o Bridge and gateway differences o Connecting microcomputers to mainframes o Five main types of gateways o Selecting data communications products NetWare 386 OS Features Review Reference materials: Novell course student manual, NetWare 386 OS Features Review Rev. 1.0 Novell Computer Based Training, 1111 386 v3.0 System Supervisor I, 1113 386 v3.0 System Supervisor II Distinction between NetWare 386 and 286-based NetWare Features and capabilities NetWare 386 adds to the NetWare family Security o Identify the levels of NetWare Security o Explain the function of each right and attribute o Determine effective rights Workstation Utilities o Changes to utilities for NetWare 386 o Function of each utility File Server Utilities o Differentiate Console commands and NetWare Loadable modules o Function of major console commands o Function of NetWare Loadable Modules (NLMs) Printing o NetWare 386 printing set up o Pertinent utilities to implement the printing set up o Printing-related command line commands System Backup o Capabilities of the NBACKUP utility Page 13 NOVELL ENHANCED SUPPORT TRAINING (NEST) INFORMATION AND INSTRUCTION SHEET Novell Enhanced Support Training (NEST) is Novell's culmination of training for the Certified NetWare Engineer (CNE). This course gives Novell the opportunity to ensure that the CNE candidate possesses the skills required to provide high-quality, front-line customer service and support. Successful completion of this course, or satisfaction of course waiver requirements, is required to become a CNE. After successfully completing this and other mandatory requirements, candidates will become Certified NetWare Engineers. The NEST course is the only course that requires no certification test. You may waive this course if you can prove competency in the NEST objectives by filling out a NEST Waiver Form and allowing Novell to check the references. Otherwise, you must take the NEST course to certify. Send the course certificate or the NEST Waiver Form to the Program Administration Department as listed on the back page of the NEST Waiver Form. Candidates outside the US or Canada, send the certificate or form to one of the Novell offices listed on Page 2. The NEST course is 20 percent lecture and 80 percent hands-on exercises (including group/individual exercises and laboratory installation). The course will cover the most frequent problems addressed by Novell's service technicians and engineers. Students will be involved in the discussion, demonstration, role playing, and interaction for handling customer calls. The NEST Waiver Form summarizes the main objectives covered in the NEST course. This form allows the CNE candidate to prove their competency by providing Novell with references for each of the main objectives covered in the NEST course. Each objective on the waiver form has weighted value and percentage points. Candidates must meet 85 percent of the NEST Waiver Form criteria before a NEST Waiver Review will be considered. The weight of each criterion is listed beside its number. After completing the form, add your total. If it does not add up to 85 percent or better, you will not be considered to waive the NEST requirement. All CNE certification tests must be successfully completed before the waiver form will be considered. No third-party products will be accepted as substitutes for Novell products. Page 14 NOVELL ENHANCED SUPPORT TRAINING (NEST) COURSE OUTLINE Course Goals This course provides CNE candidates enhanced practice and knowledge in handling customer problems in a professional and timely manner. The course provides practical hands-on experience in installing and executing NetWare software and related hardware in a laboratory. Participants will be asked to do the following: * Relate problems found in the customer environment to customer technical support. * Role play activities designed to provide practical experience in handling customer phone calls. * Use available materials for troubleshooting and solving customers' network problems and errors effectively. Course Objectives After completing this course, participants will be able to do the following: 1. Organize, categorize, and define customer problems. 2. Demonstrate appropriate customer phone support behavior and questioning techniques. 3. Use the Novell Technical Information Database (TIDB) to find answers and solve network system problems. 4. Describe advantages and limitations of the TIDB. 5. Install NetWare v2.0a on a file server, including defining user environment. 6. Relate any problems encountered during installation and execution of NetWare v2.0a software to customer technical support. 7. Upgrade the file server from NetWare v2.0a to NetWare v2.15, relating any problems to customer technical support. 8. Update NetWare to v2.15, relating any problems to customer technical support. 9. Use NetWare v2.15 updates and advanced features to modify the user environment. 10. Install NACS gateway software (NetWare AnyWare, ATERM, and ASCOM IV) and hardware (WNIM, COM1, or COM2) for LAN-to-Remote PC, LAN-to-Host, and LAN-to-LAN communications. 11. Relate any problems encountered during installation and execution of NACS software and hardware to customer technical support. Page 15 Course Content The course will be 20 percent lecture and 80 percent hands-on (including group/individual exercises and laboratory workshops). The course will cover questions and problems typically addressed by Novell's service technicians and engineers. The course consists of three sections: Section One deals with methods of obtaining information from the customer and appropriate ways of responding to problems. Section Two consists of an introduction to the Technical Information Database (TIDB) and a workshop in solving problems using the TIDB. Group and individual exercises will be a part of the problem-solving process. Groups will be given specific (difficult) problems to solve, and will present their solutions. Section Three consists of hands-on troubleshooting laboratory experiences. An instructor-lead demonstration of installation is followed by an individual hands-on installation and upgrade. The workshops are then related to customer service principles. Course Prerequisites Novell expects a certain level of preparation from students attending the NEST course, and students expect a certain level of expertise from their instructors. Minimum preparation is defined below. Instructor The Novell Enhanced Support Training (NEST) instructor will have the following: * Practical experience in handling customer service phone calls * Extensive working knowledge of the TIDB software package * Experience installing the TIDB * Experience installing NetWare v2.0a * Experience upgrading NetWare v2.0a to v2.15 * An understanding of and practical experience using NACS software (LAN- to-Remote PC, LAN-to-Host, and LAN-to-LAN communications) Student Before attending the NEST course, the students will have demonstrated the following: * Mastery of DOS, by passing the certification test with a score of 85% or higher * Mastery of microcomputer hardware, by passing the certification test with a score of 85% or higher Page 16 * Mastery of the following courses, by passing the certification tests with a score of 85% or higher: NetWare v2.1: System Manager NetWare v2.1: Update & Advanced Features NetWare: Service & Support Novell Introduction to Data Communications NetWare 386 OS Features Review Page 17