Hello!! Been quite busy, happy. frustrated, lost n sick for e past few days.. Busy as in a way, im off for training again in Haw Par (btw, it's HAW PAR nt HAR PAR.. Sorry for my typo).. 3days (tuesday, wednesday n Thursday) of training was FUN.. It was e cable modem training.. Whereby im taught hw to tell where e fault is frm.. Like, izzit e server prob, cable point, cables, configuration or modem prob... Currently, I hv more experience in troubleshooting of cable modem already..
More experience as in a way that, i must really troubleshoot n find out e prob before i can do a service call (meaning, send tech down 2 cust place..).. Cos, there will be a liable fee of $53.50 for maxOnline cust or transportation charge of $53.50.. So must be v careful with this..
Monday, actually went back to Ayer Rajah.. Did nth over there.. Wat we do (plus another 2 of my Colleage) was kinda bomb.. E mentor that was looking after us, throw in alot of qns n we were all blur.. We manage to ans, but he expected a gd ans.. Things like, he was looking for e choice of words we use, den hw fast we can handle e qns and hw we actually try ending e call fast enf.. Cos we need to hit at least 6.5calls per hour..
Den yeah, tuesday, wednesday n thursday were all e fun and happy days.. Training was great.. But i fell sick on tuesday.. :( That was y im frustrated.. But i just can't be bother.. Went to all e 3days of training.. Cos i just love it soo much plus, im nt suppose to miss any of e training..
1st day of training (tuesday), we were train on e basic.. Like wat's cable modem n their speed n price.. N that's where i saw this Shared vs Dedicated on my training menu.. I guess i didn't really manage to explain well.. So pls let me explain it once again..
MaxOnline and ADSL(Asymmetrical Digital subscriber line) are often compared in terms of the bandwidth capabilities each enables, i.e 'shared' vs 'dedicated'. As StarHub operates both cable(maxOnline) and ADSL networks to serve our broad spectrum of cust, we are objective in our choice of technology in order to meet the needs of our end users. While the 2 types of networks provide the same basic function of transmitting data, each uses a different broadband technology. MaxOnline transmits data over an advanced broadband architecture known as hybrid fiber coaxial (HFC) while DSL transmits data via phone lines.
Given that the internet is a globally shared public network and not governed by a single party, no internet service provider can claim the advantage of a real end-to-end 'dedicated' access or a consistent speed at all times. This is especially so for the Singapore Internet user. Most of the destination websites visited by Singapore Internet users are hosted by overseas ISPs. Both cable and ADSL users will experience the same "peak" and "off-peak" surfing experience, whereby speed is largely dependent on the public network shared by everyone around the world. Thus, the overall end-to-end speed is within little control of the local ISP.
The often-misunderstood term of "Dedicated access" proclaimed by other ADSL service providers in comparison to MaxOnline is simply not true(pls see excerpt from Computer Times, dated 19 February 2003). Such so-called "dedicated access" is only relevant within the very short distance from the telephone exchange to the phone line in the home. Once the connection goes beyond the telephone exchange, ADSL users share the internet with all other users around the world (MaxOnline schscribers inclusive) who are accessing the internet at the same time. Also, the speed of the ADSL line is dependent on the distance between the home and the telephone exchange, as well as the quality of phone line. Hence there is often a need for many ADSL users to pay additional devices commonly known as a micro filter to improve the transmission quality of access provider's network.
So i guess u guys must hv understand ar?? Hmm, ok n so day 2 of cable modem training.. We were taught on e troubleshooting.. Things like e light status of each modems.. Wat does e status of e lights mean and hw to troubleshoot if only fews lights r ON or OFF..
Den we did role play.. Acting as both cust and MaxOnline Tech CCC (Customer Care Consultant)... We troubleshoot win98/2000/XP and Macintosh 9.. Basically, e operating system that we can troubleshoot are Windows 95, 98, 2000, ME, XP, Vista, NT worksation 4.0, Macintosh 8, 9 and 10.. Other operating system that we do not offer technical support are Linux, Solaris, OS 2, Unix and etc..
It was fun doing e role play.. Cos i really learn alot frm there.. Den 3rd day(last day), had e role play again.. But this time round, we were asked to do disable or do any setting we like so that e person who was using that computer cannot surf e net.. whaha!! Sabo each other.. But, this was to test our troubleshoot skills..
So once done, e trainer told us to act as both cust and MaxOnline Tech CCC (Customer Care Consultant).. N so frm there, we need to use our soft skill and troubleshooting skills too.. N e troubleshooting steps must be correct n in order.. Overall, for me, tone of voice was okay, everything ok.. Just that, i brought e cust to go 1 big round to solve e prob.. It was nt wrong, but e duration of e called was quite long.. Must end e call before 15 to 20mins..
And after all e role play.. Had test.. E test ar? Erm, im nt too sure if i pass a nt.. Hv to wait n see.. No re-test mean pass..
And so 2day.. Went back to Ayer Rajah.. Do sit-in.. As in, I listen to hw my mentor handles e calls and learn frm there.. But i can tell u, 2day im totally lost.. E mentor that im with was TOO fast.. Plus, he was somehow nt really listening to e cust.. =.=" I can't speak 2 e cust, so i can't help him.. Sigh!! I didn't learn much 2day.. But still manage 2 learn something la.. I really hope i can handle everything(esp e damn system =.=" (which r e hell damn difficult 2 use system.. )) well ASAP.. So that i wont trouble everyone.. My target is to try 2 handles call ASAP... :D
Hmm, 2morrow im suppose to help out with some stuff at hme and sunday my mum n my cousin's mum n dad going for this Qing Ming Jie thingy..
Basically, Qing Ming is a time to remember the dead and the dearly departed. More importantly, it is a time to honour and to pay respect to one's deceased ancestors and family members. Because it reinforces the ethic of filial piety, Qing Ming is a major Chinese festival.
Literally meaning "clear" (Qing) and "bright" (Ming), this Chinese festival falls in early spring, on the 106th day after the winter solstice. It is a "spring" festival, and it is an occasion for the whole family to leave the home and to sweep the graves of their forebears. Chinese being practical people, this sweeping of the graves is given an extended period, that is 10 days before and 10 days after Qing Ming day. Among some dialect groups a whole month is allocated.
Hmm, i nt going for that.. I wanna stay at home n rest.. Get well real soon.. Plus, i need to prepare price list and do some reading up on e starhub products n etc.. So that if next week Im ask to talk 2 e cust i can handle it fast..
Ok ba.. I wanna sleep already.. Super tired and blur.. Good nite n bye!!
Signing Off
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Flo aka FLOOR
