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Information Technology Support Services Ontario College Diploma

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  • Objectives
    This program will prepare graduates for an exciting career in the field of Information Technology. Companies want employees with a blend of technical, people and business skills. Employment opportunities are significantly enhanced by the in-depth training you will receive in a broad range of business, computer and soft-skills courses, including productivity software, business mathematics, technical writing, train the trainer, computer hardware, networks, customer support, customer service and career development preparation. Graduates of this program will find employment opportunities in a variety of settings working in an information technology role.
  • Academic Title
    Information Technology Support Services Ontario College Diploma
  • Course description
    Level One
    COMM1180     Effective Technical Communications I

    Description: Recommended: The course content is based on the assumption that students can demonstrate competency in the use of the English language.

    NOTE: This is course does not qualify for a General Education exemption.

    This level-one course is designed to introduce students to industrial and business communications. Emphasis is placed on analyzing audience, determining purpose and effective ordering of ideas for various written communications such as letters and memoranda in the technical environment. As well, all students are expected to participate in group work throughout the semester and are expected to give an oral presentation.
    Hours: 45
    Credits: 3

    INFO1570     Technology Infrastructure: Fundamentals

    Description: This course will introduce the student to the architecture of the computer hardware and operating systems software typically used in a business environment. Specific topics will include directory structures, drive mappings, internet searching, email concepts and basic HTM, XHTML, and JavaScript programming.
    Hours: 60
    Credits: 4

    MATH1010     Business Mathematics I

    Description: The purpose of the course is to provide the student with a mathematical basis for personal and business financial decisions through four instructional models. The course stresses business application using arithmetic, algebra, ratio-proportion and graphing. Applications include payroll, cost-volume-profit analysis and merchandising mathematics. This course stresses logical reasoning and problem solving skills. A Texas Instrument BAII 'Plus' calculator is required for the course.
    Hours: 45
    Credits: 3

    PROG1780     Programming: Fundamentals

    Description: The student will use a Graphical User Interface based programming language to develop programs to solve business problems. The programming concepts of data types, record structures, arrays, event driven processes and sequential files will be introduced. Particular attention will be paid to problem solving techniques such as pseudo code and flowcharting to design the logic of the program. The student will be introduced to techniques of desk checking, testing and debugging.
    Hours: 90
    Credits: 6

          Electives: General Education

    Description: Student must complete a minimum of 36 Hours

    Level Two
    CDEV1020     Co-op and Career Preparation

    Description: This mandatory course prepares students for job searching for their co-op work terms and for post-graduate careers. Students will learn to critically evaluate their skills, attitudes, and expectations and evaluate and interpret available opportunities in the workplace. Self-marketing techniques using resumes, cover letters, cold-calls, and interviewing will be learned and students will learn the expectations, rules, and regulations that apply in the workplace with regards to social, organizational, ethical, and safety issues.
    Hours: 16
    Credits: 1

    COMM1130     Effective Technical Communications II

    Description: This second level course is designed to further students' abilities in technical communications. Emphasis is placed on analyzing audience, determining purpose and effective ordering of ideas for various written communications such as informal and formal reports, user manuals, job search materials and proposals in a technical work environment. As well, all students are expected to participate in group work throughout the semester and are expected to give oral presentations.
    Hours: 45
    Credits: 3
    Pre-Requisites: COMM1180

    COMP1230     DataBase Design and Integration

    Description: This course introduces the student to the concepts of database management. The student will learn how to design and develop database applications. The course will introduce the following topics: data types, table relationships, data normalization, entity relationship diagrams, table navigation and data entry control.
    Hours: 60
    Credits: 4
    Pre-Requisites: INFO1570

    COMP1380     Advanced User Applications

    Description: This course is designed to build on computer literacy skills. It will cover concepts in Word Processing such as merging documents, collaborating with others using revisions, creating web pages and templates, recording, editing and running macros, creating on-screen forms, working with master documents to create and manage long documents and integrating Microsoft Word with other programs and the World Wide Web.
    This course will also cover advanced formula creation and an in-depth examination of Microsoft Excel's analysis tools. Students participate in hands-on training activities that include the creation of: advanced formulas, templates to automate and validate data entry and importing data into Excel. A variety of analysis tools will also be explored.
    Hours: 45
    Credits: 3

    INFO1250     Computer Hardware
    Description: Participants of this course will gain a fundamental knowledge of computer hardware and will be able to: identify how computers work and differentiate various hardware devices, understand how hardware and software work together, describe how to properly install peripheral devices and develop skills in troubleshooting and preventative maintenance. This course maps to A+ certification objectives by COMPTIA.
    Hours: 45
    Credits: 3

    INFO1260     Help Desk Standards
    Description: This course contains practical exercises to reinforce standards in environment processes, procedures, and basic tools and technologies, associated with the Industry standards of "Customer Support". This course will reinforce the concept that each Customer's interaction is unique and offers an opportunity to enhance the relationship with that customer.
    Hours: 45
    Credits: 3

    Level Three
    BUS2070     Customer Support Concepts

    Description: Technical skills are no longer the only requirement to obtain employment in a customer support position. Companies want employees with a blend of technical, people and business skills. This course will cover the concepts students need to succeed in the following areas of customer support: Help Desk, Computer User Support, IT Support Professional and Customer Support Technician.
    Hours: 45
    Credits: 3
    Pre-Requisites: COMP1380 or INFO1560

    COMP2050     Applied SQL
    Description: This course introduces the student to Structured Query Language using an a variety of industry standard database management systems. The topics discussed include Data Definition Language to create and modify a table's definition, and , Data Manipulation Language to extract and modify data in a table. Students will create a GUI that uses SQL and Stored Procedures to access data in underlying tables. Reporting procedure will be also created using Crystal.
    Hours: 60
    Credits: 4
    Pre-Requisites: COMP1230

    INFO1030     Technology Infrastructure: Networking and UNIX
    Description: In this course the student will learn to relate the OSI network model to the physical network. The course will cover the following network topics: protocols, devices, addressing, topology, file structures, cabling and assembly. The student will learn command shell programming, data manipulation, scripting, setting file permissions and email management.
    Hours: 45
    Credits: 3

    MGMT2050     ITSS Project Management
    Description: This course is tailored to meet the needs of students new to project management or who have not had formal project management training. It will be of particular interest to those students who have a long-term goal of attaining the Project Management Professional (PMP) designation certified by the Project Management Institute. This course provides the practical knowledge to prepare for starting and completing a project successfully. You will understand how the nine area of the Project Management Body of Knowledge (PMBOK) are applied during each phase of a project’s life cycle. This will help establish priorities and effectively manage your projects.
    Hours: 60
    Credits: 4

          Electives: General Education

    Description: Student must complete a minimum of 36 Hours

    Level Four
    COOP2360     Co-op Work Term (ITSS)

    Description: This course will provide students will college-approved work experience in an information technology environment. This course will increase the student's understanding of employer expectations with regards to attitudinal, practical, and academic skills. These skill areas will be improved during the work term while the student responsibly performs the duties as laid out in the job description, in accordance with course and program outcomes. Student development will be evaluated during and at the conclusion of the work experience. The student's written communication skills are evaluated by the co-op advisor after the work experience through submission of an essay.
    Hours: 420
    Credits: 14

    Level Five
    BUS2080     Customer Support Technologies

    Description: Students will have an in-depth look at the processes and technologies available for customer service and support in a technical and non-technical environment. Upon completion of this course students will be able to identify the most common support tools and describe some of the most current technologies and trends in support.
    Hours: 45
    Credits: 3
    Pre-Requisites: BUS2070

    COMP2160     Applications Software

    Description: Students will participate in hands-on activities to practice the skills learned in Word Processing, Spreadsheets, Database Management, Presentation Skills and Information Systems Fundamentals. The activities completed are designed to reinforce the features of software integration in Microsoft Office. In addition, students will develop functional skills in Visio to create several types of diagrams such as: maps, flowcharts, organization charts, and office layout diagrams. Also need a course in systems updates, deplying applications writing scripts.
    Hours: 60
    Credits: 4
    Pre-Requisites: BUS2070

    COMP2280     Service Desk Implementation

    Description: Companies may choose to source training solutions internally, externally or a combination of both. In this course students will develop skills to effectively train individuals, small groups and an entire classroom. This course will explore techniques for creating technical documentation. Students will draw on skills obtained throughout the program to develop, create and desktop-publish a technical user manual as a capstone project. Topics explored will include: the role of the trainer, adults learning styles, effective training methods and tools and finally how to plan, design and execute a training workshop. All students will have the opportunity to demonstrate instructional techniques by delivering a variety of training sessions in the classroom.
    Hours: 90
    Credits: 6
    Pre-Requisites: COMP1380

    INFO2060     Technology Infrastructure: Network Operating Systems
    Description: In this course, students will learn how to administer network operating systems such as Microsoft's Windows Server and Red Hat's Linux. They will create user accounts, assign users to groups and control access to server-based files and folders. They will also configure server-based services such as web services, database services, DHCP, DNS, and RRAS or routing.
    Hours: 45
    Credits: 3
    Pre-Requisites: INFO1030

    INFO2120     Web Technologies
    Description: The students will gain knowledge of the fundamental steps required to design, create and publish a web site. Using Web authoring software, each participant will have the opportunity to work with templates, tables and multi-media. PHP to connect to a database for the collection of forms will also be covered.
    Hours: 45
    Credits: 3
    Pre-Requisites: COMP1060 or INFO1570

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