Posts Tagged ‘customer-focus’

Oct
05

INE is happy to announce that we now have all 21 Modules of our new CCIE Voice Deep Dive completed –115 hours of recorded class-on-demand style video (no breaks or dead-air in the recordings – that’s 115 hours of actual learning!)– completed and ready for your consumption!

As we mentioned in a previous post, The author and poet Maya Angelou said “Words mean more than what is set down on paper. It takes the human voice to infuse them with deeper meaning.”. Well that is certainly what we have attempted to do with the CCIE Voice Deep Dive self-paced Class on Demand series – that is to bring the human instructional voice element to infuse deeper meaning to what is already fantastic Cisco Documentation. Anyone that has set out and determined to undertake the task of studying for and ultimately passing any CCIE Lab exam, knows that at some point during your studies, the words on paper (Cisco Docs, RFCs, books) – while a absolute phenomenal source of information – can at times seem to loose their impact. Perhaps you have been studying too long, read one too many docs, have the time pressure of your family and friends waiting for you to return to be a part of their life, or perhaps you are just starting out on your adventure and don’t know where to begin. Whatever stage you are at or whatever the case may be, it is certainly helpful to have a tutor and mentor there beside you at times, assisting you in understanding what each complex technology’s documentation is trying to teach you, in possibly a deeper and more insightful way than you can manage on your own.

For each complex topic we have held (or will soon hold) an online class where we dive down deep and explore all the concepts, practical application, and troubleshooting associated with each technology topic. The general format for each Class-on-Demand Deep Dive module spends between 4-7 hours on the given topic for that day, and during that time follows this outlined training methodology:

  • Collectively discuss and teach all concepts involved in the technology
  • Whiteboard concepts to further deepen every participant’s understanding
  • Define a specific set of tasks to be accomplished
  • Demonstrate how the tasks and concepts are implemented and properly configured
  • Test the configuration thoroughly
  • Vary the configuration to understand how different permutations effect the outcome
  • Debug and trace the working configuration to understand what should be seen
  • Break the configuration and troubleshoot with debugs and traces to contrast from the working set

Before we go on with the 21 module outline, here are a few demos of this Deep Dive series:

Demo 1: Module 10 :: Dial Plan :: Globalization Prezi – Theory and Reasons :: Runtime 1 hr

Demo 2: Module 10 :: Dial Plan :: Inbound Calling Party Localization :: Runtime 30 mins

Demo 3: Module 12 :: CUBE :: Conforming to ITSP Reqs: SIP Header Conversions :: Runtime 51 mins

Demo 4: Module 13 :: Unified Mobility :: Mobile Connect Access Lists and Exclusivity :: Runtime 20 mins

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Sep
10

A while back, Cisco began consolidating all of the CCIE lab equipment used by candidates when sitting to write their practical lab exam. Most of the lab hardware now resides in San Jose, California US, with only the Storage and Wireless awaiting movement. While most of the CCIE tracks’ practical lab examinations are able to be completely self-contained inside a single rack, the pesky Voice exam remains an abnormality with the need for hardware IP phones at the testing site where the candidate may sit for the exam.

Having the IP phones in a completely separate location — and therefore seemingly an entirely different L3 IP subnet — would seem to present a major challenge for candidates attempting to test certain configuration tasks such as Multicast Music on Hold, many QoS mechanisms, SRST, and even smaller things such as CDP discovery and DHCP. So how is Cisco able to get away with having phones at a remote location (5000 miles or more in some instances), and yet still allow candidates to configure and then properly test what they critically need to?

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Nov
26

Nothing is perfect in this world, and things like typos and missed solutions do happen in the workbooks. However, we’re constantly working to improve the quality of our products. If you think you found an issue with a workbook and want to report it, then go to:

http://support.internetworkexpert.com

and click on the “Submit ticket” link. Select “Quality Management” department and fill in the form that follows. Attach screenshots and other information that you find necessary with the report. As soon as you submit the ticket, you will receive an automated e-mail notification, and may continue to follow the discussion thread using regular e-mail.

The best part is – we’re going to launch a system of rewards for people that report valid issues (this is why the form asks for your membership account name). So in result, you’re not just helping others, you win something!

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Oct
31

Our new CCIE 2.0 model of agile and responsive development, adaptive and personalized learning, and intimate community interaction and involvement is what we believe will help us further our goals.  As stated in the announcement our commitment is to our customers and not the bottom line.

We feel that this new model will let us respond to changes within days, not months, or years; that it will enable us to further engage our customers with unique and tailored learning solutions.  Furthermore, it will empower our customers by giving them more control over, flexibility of, and opportunity for CCIE advancement.

The announcement we made yesterday seems to have generated a lot of interest in the CCIE community.  The response has been overwhelmingly positive, but a very limited few have unfortunately assumed that this announcement was done to participate in some sort of “vendor war”.  We don’t want to be involved in or appear to be involved in any sort of “vendor war”.  Our sole focus is on our customer and their success.  That’s my core belief, our instructors’ core focus, and IE’s guiding principle.  To further follow that principle, I’ve removed any posts or blog comments that could be somehow perceived as feeding into a “vendor war”.

Lastly I would like to say that your goals are our goals, that we can only achieve these goals together, and only if we are continually striving for improvement.

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Oct
30

Thank you everybody for the tremendous response to our announcement vSeminar. For those of you that weren’t able to attend due to capacity or other issues, the recording for CCIE 2.0 – The Next Evolution can be found here.

Much more detail will be posted over the coming days, but in a nutshell this is what’s changing at IE:

First and foremost, Internetwork Expert is not joining the Cisco 360 Program. Instead, we have devised a new framework – CCIE 2.0 – for the next evolution in the training industry.

CCIE 2.0 consists of the following:

  • dynamic customized self-paced content
  • adaptive written & hands-on assessments (Poly-Labs)
  • continuing interaction with instructors, authors, customer success managers, and support staff
  • community involvement

Next, starting Q1 2009 we will be offering ILT, online classes, class-on-demand, and lab workbooks for the Associate & Professional level tracks. We’ll be starting at CCENT, progressing to CCNA, and CCNP/CCVP/CCSP.

Stay tuned for more detail on the program, along with our new vSeminar and Online Classroom schedule.

Happy Labbing!

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Oct
28

Brian Dennis and Brian McGahan, Co-Founders of Internetwork Expert, will make a major corporate announcement during an online webcast, Thursday, October 30th at 11AM PDT.

Who: Brian Dennis and Brian McGahan: Co-Founders of Internetwork Expert
What: Major Corporate Announcement
Where: Online Webcast
When: 11 a.m. (PDT) Thursday, October 30th, 2008

Click Here To Register Now

If you are not able to attend this live event, a recording will be posted shortly afterwards.

Current customers please note, this announcement will not affect the status of our Investment Protection Program. All previous, current, and future purchases are still protected under this plan!

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Oct
25

Recently as most rack rental customers are aware of it’s not easy to find an available rack or mock lab session.  Our security rack rentals are running near 100% capacity, the SP racks are also near 100% capacity, voice is already near 75% capacity and R&S rack rentals are near 92.5% capacity.   Currently we are out of power and space at our two offices in the Reno Technology Center.  We have just signed a lease on a new 4200sqft hosting facility.  This will allow us to expand to over 400 CCIE racks.  We have already started purchasing the additional hardware for the new racks and they should start becoming available in November so watch for sessions that are currently sold out to become available.

Around the middle of November you will see the start times of the rack rentals and mock labs vary (every 3 hours a session will start).  This is designed to accommodate our customers in Europe, the Middle East and Asia.   Currently the sessions start at inconvenient times for customers in these locations.

The voice racks now support EZVPN and SSL VPN connections.  We have installed two VPN routers for redundancy and to allow for multiple connections.   This means you can now use your own phones and/or soft phones.  We are also adding additional 7960s to each rack.  After next week you will see one additional 7960 phone added to the HQ site bringing the total to three 7960s and one additional 7960 for the BR1 site bring the total to two 7960s.

We will have a voice bootcamp rental kit available for anyone running their own voice CCIE bootcamps.   Currently vendors that are renting out our voice racks for bootcamps need to provide their own IP phones and router/PIX/ASA for the VPN connection.  The new kit that is identical to the kit we will start using for the voice bootcamps includes (per student) three 7960 phones, an ATA 186 and an analog phone.  There is also one VG248, two 3550 24 port PoE switches, one 2811 and the necessary cables needed to connect everything up.

I would like to add that our voice rack rentals are only $15 per 5.5 hours.   In addition to our voice products and classes you should be able to do any vendor’s practice labs on our voice racks.  To view our topology click here.

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Aug
13

Hi Everyone,

Just a small status checkin for the progress of the IEWB-RS Volume 1 Version 5.0 labs. The rest of the sections are progressing as scheduled, and other topics will be posted in the next few days starting with OSPF. You can view an Alpha OSPF Sample and see why the progress is slow but sure ;)   Also we’ve been getting a number of topic requests for different sections.  Please feel free to submit requests for topics you would like to see covered in more detail.  This series is essentially the culmination of all master outlines we have developed over the years, so if you think that something has already been left out, or want to ensure that something not in the last version will be included in this one, please let me know.

For technical questions please visit www.IEOC.com

Thanks!

Brian

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Jul
30

After reviewing the customer issues with our secure PDF application LockLizard we have decided to switch back to standard PDFs.   You will find in the next coming days that the existing products secured using LockLizard available through your members’ site account in standard PDF format.

The idea behind us using LockLizard was to cut down on the amount of piracy our support team has to deal with on a daily basis.  BUT if our measures to fight piracy cause our paying customer’s headaches then it’s not a good solution.

We have implemented a few new solutions to deal with piracy and one of them uses steganography to ensure that each user’s PDF is unique in addition to the standard watermarks (email address, IP address, etc).  This means that even if a user removes the watermark and reprints or converts the PDF into a new PDF it will still be identifiable by our support team as to who’s account it came from.  We had to add some bigger servers for this since the PDFs are generated on the fly.  We additionally had a crawler written that goes out and looks for pirated material and then automatically gets the files removed.

Lastly anyone want to buy a $10,000+ secure PDF application ;-)

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Jul
10

In order to provide the best possible service to our customers, and to the CCIE community as a whole, we have implemented a new combination web forum / mailing list server as a free service. Internetwork Expert’s Online Community (http://www.IEOC.com) officially replaces our previous Discussion Forum as a place where you can discuss both general CCIE topics for all tracks as well as Internetwork Expert specific products.

IEOC allows you to create new posts and reply to other posts like a normal web forum, but you can also read and submit posts via email! For example if you email ccie-rs@ieoc.com your message will be sent out to all users subscribed to the “CCIE Routing & Switching Technical” email feed, plus posted on the web forum as viewable and searchable content. Personally this is my favorite feature of the new server, as I dread checking web forums daily, but I am completely obsessed with checking my email every five minutes. ;)

Also keep in mind that this new service is not designed to be just for product specific support. All users, customers and guests alike, are welcome to join and participate. Simply visit http://www.IEOC.com, sign up for an account with a valid email address, then click on the Forum Subscriptions link from the main page. Forums are organized per topic basis for CCIE tracks, and per product basis for IE specific support. On this page you’ll see the unique email address that is used to post or reply to that forum, and a yes/no selection under Subscribe to add yourself to the email feed.

All CCIE tracks are also broken down into separate “General” and “Technical” forums, so if you want to spend endless hours debating the merits of CCIE vs. PhD, please feel free to do so in the “General” forum. :)

A good starting place for most candidates would be the CCIE Routing & Switching Technical forum (ccie-rs@ieoc.com). This forum, amongst the others, is going to be actively monitored by not only myself, but also Brian Dennis, Scott Morris, and Petr Lapukhov.

If you are interested in any custom forums or mailing lists please feel free to contact me directly.

Thanks!

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