IT customer service training


Two intensive days of hands-on Cisco router training including Cisco router installation, configuration, and troubleshooting using live in-classroom routers. You'll learn how to build a Cisco router configuration from scratch. You'll learn different ways of monitoring your router, saving and restoring configurations, and how to design and implement access-control lists. We'll explain TCP/IP addressing and subnetting concepts in a way that you can really understand.  You'll learn how to set up static NAT and Port Address Translation.  We'll show you how to set up a DHCP server on your Cisco router.  You'll install and configure static routes and then you'll learn how to let the routers do the work with dynamic routing protocols such as RIPv1, RIPv2, OSPF, and EIGRP.  You'll even learn how to encrypt your passwords and how to use Cisco router password recovery procedures to gain entry to the router when you don't know the passwords.

New: We've added an entire new module on IPv6, the new Internet protocol. You'll learn about the types of IPv6 addresses, how to configure them on your router, and how to configure IPv6 routing and IPv6 access-control lists.

Course version: 12.4.15's Cisco training is now offered exclusively through our YouTube channel at

Course Objectives

The overall objective of this seminar is to help you become comfortable with viewing, editing, managing, and troubleshooting Cisco router configurations. By the end of this seminar, you will...

  • Practice building a router configuration from scratch to full functionality
  • Practice three techniques for saving configurations and for re-applying them (Perfect for disaster prevention and recovery)
  • Understand how to upgrade your router's Cisco Internetwork Operating System (IOS)
  • Practice using CDP (Cisco Discovery Protocol) in troubleshooting
  • Use the "show cdp neighbor detail" command to get information about remote routers, even when they're on a different subnet
  • Practice converting and diagramming IP addresses and subnets, including decimal to binary conversion
  • Practice properly designing and configuring IP addressing schemes
  • Cisco Router Training Practice the step-by-step procedures to configure NAT to make your router an Internet firewall
  • Practice configuring and deploying DHCP on a Cisco router for automatic IP address assignment
  • Practice using local and remote router configuration procedures including Telnet and SSH
  • Learn how to configure static routes and practice building routing tables
  • Gain hands-on experience in the basics of routing protocols with hands-on exercises in RIP version 1, RIP version 2, OSPF, and EIGRP
  • Work as a group to control traffic with standard and extended IP access lists
  • Practice recovering passwords (and learn how to protect against unauthorized password recovery!)
  • Practice testing procedures using PING, traceroute, and debug
  • Configure a site-to-site VPN (Virtual Private Network)

Certifications and Exams

This hands-on Cisco training workshop is designed for working IT professionals who desire a practical understanding of Cisco router configuration procedures and techniques. It is not designed as a test-taker's "boot camp", but it can help prepare you for the routing portion of the Cisco CCNA exam(s). Exam candidates are encouraged to review this course description and the complete exam objectives and outlinesto ensure that this seminar is appropriate for them.

Who should attend?

This hands-on Cisco router training workshop is perfect for experienced network administrators, engineers, and technicians who are just now starting to work with Cisco routers, for network-savvy business people who need to learn the lingo, for CCNA and CCENT candidates looking for hands-on experience, for teachers and instructors wanting to brush up on technical training skills, and anyone who needs to better understand the most widely used routers in the world.

Frequently Asked Questions

Q:  What model of Cisco routers do you use in your seminar?
A:  We use Cisco 871 routers loaded with the advanced IP services feature set or equivalent IOS-based routers.

Q:  I use 1841s (or 1900s, 2800s, 2900, 3800s, 3900s, etc.).  Will this class be relevant for me?
A:  Yes.  As with most Cisco products, the software is fairly consistent within product families.  Certainly there are slight differences from one model to another, but the knowledge you gain from this workshop will be applicable to you regardless of the Cisco router model you use.  Please review the course outline for specifics or give us a call.  You can speak with the trainer who will teaching your workshop to find out if it's right for you.

Q:  How much of this class is taught in the command line as opposed to the GUI?
A:  It's mainly taught in the command line, but we do spend some time working with the GUI.

Course Outline

Module One: Understanding the Fundamentals of the Cisco Router

You'll start by building a router configuration in the GUI, then you'll build one in the Command-Line Interface. You'll learn how to configure banners, console and virtual terminal lines, and how to merge configurations. You'll see different types of routers and where they're used. You'll see the insides of a router, its primary hardware components, and how to configure the incredibly powerful Cisco Internetwork Operating System (IOS).

  • Building an Initial Configuration on the Cisco Router
  • Managing the Router: Graphical Tools
  • Cisco Router and Security Device Manager (SDM)
  • Cisco Network Assistant (CNA)
  • Cisco Configuration Professional (CCP)
  • Managing the Router: Using the Command Line Interface
  • Cisco Internetwork Operating System
  • Router Memory
  • Banners and the Gentle Overlay
  • An Overview of Some of the Different Types of Routers

Hands-On Exercises

  • Building an Initial Configuration using the SDM Express
  • Working in the Command Line Interface
  • Building an Initial Configuration in the Command Line Interface
  • Configuring Line Console 0
  • Banners and the Gentle Overlay

Module Two: Understanding the OSI Reference Model

The OSI Reference Model is at the heart of all networking design and troubleshooting. When we design a network, we typically start at the top of the model and work down.  We consider the needs of the business, how our end-users work, and what applications they need.  Those are upper-layer sorts of considerations.  Conversely, when we troubleshoot, we start at the bottom and work up.  For example, the first step in troubleshooting is always to consider the physical layer.  Are you plugged in?  Is the device turned on?  Then, we move up through the data-link and networking layers. In this module, you'll gain a solid familiarity with each of the layers of the OSI model and their practical application in today's high-performance networks.

  • Understand the function of each of the layers of the OSI reference model
  • Learn mnemonics to assist in remembering the layers
  • See the practical application of the OSI model

Module Three: Fundamentals of TCP/IP

Understanding IP addressing is at the core of modern network design and troubleshooting. You'll use powerful learning techniques to become comfortable with IP addressing and subnetting so your networks will run faster with fewer data collisions.

  • The TCP/IP Protocol Suite
  • Protocols in the TCP/IP Suite
  • Sockets and Ports
  • Classful IP Addresses
  • IP Addressing Design
  • IPv6
  • Verifying Address Configuration

Hands-On Exercises

  • Designing an IP Addressing Scheme with Subnets
  • IP Subnetting and Broadcasts

Module Four: Backing Up and Restoring Configurations

Production routers can have lengthy, complicated configurations that would be difficult (if not impossible) to recreate. As with anything in the computer world, backups are critical. You'll learn and experiment with three different ways of backing up and applying configurations.

  • TFTP
  • Capturing and Sending Text
  • Using the SDM (Security Device Manager) GUI Tool

Hands-On Exercises

  • Backing Up and Restoring Configurations

Module Five: Monitoring Your Router

Once your router is operating, you'll need to monitor it for optimization, security, and troubleshooting. In this module, you'll learn how to use the "show" family of commands and the powerful Cisco® Discovery Protocol® to see what your router (and its neighbors) are doing "behind the scenes".

  • The "show" Family of Commands
  • Using Cisco Discovery Protocol and Link Layer Discovery Protocol
  • Monitoring with the SDM

Hands-On Exercises

  • Router Monitoring

Module Six: Configuring and Deploying DHCP

You can use DHCP on a Cisco® Router with NAT to configure an entire SOHO (small office home office) network without the need for expensive, complex servers. You'll see the simple steps required for deploying and configuring DHCP.

  • DHCP Basics
  • Configuring a DHCP Pool and Options

Hands-On Exercises

  • Configuring and Deploying DHCP

Module Seven: Network Address Translation

Network Address Translation (NAT) is one of the most talked about tools in today's network environments. We'll show you how to configure NAT to protect your LAN while sharing an Internet or other WAN connection. You'll also learn how to enable port forwarding to Internet clients to connect to inside resources such as Web servers and VPN servers.

  • When to Use NAT
  • Types of Network Address Translation
  • Port Address Translation
  • Free Video You Can Take with You: "Port Forwarding on a Cisco Router"

Hands-On Exercises

  • Configuring NAT (PAT) for Internet Access

Module Eight: Routing Protocols and Procedures

This is what routers are all about and you'll see when to use static routing and when to use dynamic routing. You'll work with on-demand routing, plus three different routing protocols to see the differences between them.

  • Understand the fundamentals of routing
  • Configure static routing
  • Configure dynamic routing using RIP, EIGRP, and OSPF
  • Configure on-demand routing
  • Understand basic routing troubleshooting

Hands-On Exercises

  • Configuring Static Routing
  • Configuring Dynamic Routing with RIP
  • Configuring Dynamic Routing with OSPF
  • Configuring Dynamic Routing with EIGRP

Module Nine: Troubleshooting

Let's face it, systems are far from perfect and when problems occur, we need to identify the cause and repair them right away! In this module, we'll show you how to perform basic troubleshooting steps including the use of the "show" commands and router debugging. We'll even show you how to install the UNIX syslog tool on a Windows® computer to offload your router logs.

  • Basics of Troubleshooting
  • Use of the "show" command in troubleshooting
  • Use of "debug" in troubleshooting
  • Use of syslog in troubleshooting

Hands-On Exercises

  • Practice Logging with KiwiSyslog

Module Ten: Remote Router Control

Most of the time, you'll control your router remotely. In this module, you?ll learn how to use Telnet and a variety of commands to configure, optimize, and troubleshoot your router from your desktop (or wherever you are!).

  • Using Telnet
  • Free Video You Can Take with You: "Cracking Cisco Telnet Passwords with Wireshark"
  • Using SSH (Secure Shell)
  • Using SDM (Security Device Manager)

Hands-On Exercises

  • Remote Administration Using Telnet
  • Secure Remote Administration Using SSH

Module Eleven: Understanding Cisco IPv4 Access-Control Lists

One of the most popular ways of managing network traffic is through a router's access control lists. You'll see how to build standard IP access control lists to control general traffic and extended IP access control lists to permit or deny very specific types of traffic. Plus, we'll show you how to simplify access control List management with named ACLs and line numbering.

  • Access Control Lists Defined
  • Rules for Access Control Lists
  • Types of IP Access Control Lists
  • Masks and Wildcard Bits
  • IP Standard Access Control Lists
  • IP Extended Access Control Lists
  • Named Access Control Lists

Hands-On Exercises

  • Blocking One Subnet
  • Configuring IP Standard ACLs
  • Configuring IP Extended ACLs

Module Twelve: Virtual Private Networks

A VPN (Virtual Private Network) allows you to connect securely from one location to another across a non-secure network such as the public Internet. In this module, we'll help you understand the phases of VPN negotiation, the protocols and encryption technologies that can be used, and how to set up and test an actual site-to-site VPN. You'll learn about the differences between MD5 and SHA, whether you should use DES, 3DES, or AES, and how to avoid some common "gotchas" in configuring a VPN.

  • VPN Protocols
  • Configuring a Site-to-Site VPN
  • Verifying VPN Connections
  • Troubleshooting VPN Connections

Hands-On Exercises

  • Configuring a Site-to-Site VPN

Module Thirteen: Managing Cisco IOS Passwords

There are several different types of passwords in use on a Cisco router. In this module, you'll learn how to encrypt all passwords. You'll also learn the all-important password recovery techniques to use when you don't know the administrator password for your router.

  • Types of Passwords
  • Password Recovery (What to Do When You Don't Know the Password)

Hands-On Exercises

  • Password Recovery

Module Fourteen: Understanding and Configuring Internet Protocol version Six (IPv6)

IPv6 is the new Internet protocol. Do you really need to think about it as an option for your network? (Yes, you do.) In this module, we'll introduce you to the different types of IPv6 address, show you how to enable IPv6 on a router, and how to configure IPv6 routing and IPv6 access-control lists.

  • Types of IPv6 address
  • Preparing to transition to IPv6
  • Configuring IPv6 on a Cisco router 
  • Configuring IPv6 routing
  • IPv6 RIP routing
  • IPv6 OSPF routing
  • IPv6 EIGRP routing
  • IPv6 access-control lists
  • IPv6 security considerations
  • IPv6 troubleshooting

Hands-On Exercises

  • Configuring IPv6 Static Routes
  • Configuring IPv6 RIP
  • Configuring Single-Area IPv6 OSPF
  • Configuring EIGRP for IPv6

Module Fifteen: Cisco Router Security Fundamentals

As with every other aspect of network and system administration, security with Cisco routers is an always evolving, ever growing part of the job.  Some people compare network security to the carnival game called “Whack-a-Mole.”  If you’re not familiar with it, it’s a game in which little toy moles pop their heads up at random intervals.  The objective is to use a mallet to hit as many as possible before they pop back down.  That’s what network and system security is like.  Threats and vulnerabilities pop up at random intervals and in random locations.  Our job is to plug as many obvious security holes as we can while, at the same time, plugging all the new ones that keep popping up. In this module, you'll gain a solid starting point for building security into your router configurations.

  • Understand security at a basic level
  • Learn tools and techniques to implement router security 


Students should have basic familiarity with computers and networks. Completion of's Networking Fundamentals: How to Build, Administer, and Troubleshoot Computer Networks or equivalent knowledge is recommended. This is a fundamentals seminar and is appropriate for those with no router experience and limited networking experience. More advanced students should carefully review the seminar outline to ensure that it meets their personal/career objectives.


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