CSI-IL-010 – Wi-Fi/WLAN Operations for CSR’s – 1 Day

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CellStream, Inc. – Telecom Consulting and Training!            

1-Day Instructor Led Hands On Lab Class
Available in either Web Based delivery or On-Site Delivery
Minimum 10 students – Maximum 20 students

What Students are Saying about this class:

  • “This is an amazing course. Learning about Interchannel interference & other devices (microwave)”
  • “Great Instructor…is patient and works with the students to ensure everyone is on the same page of understanding. Helps those that are stuck and appreciates that there are no ‘stupid’ questions!”
  • “Andrew was awesome. Very knowledgeable – eager to help…speaks clearly, timely, answers questions.”
  • “Best Class I have ever attended – great job Andy”

Course Description:


Knowing the fundamentals of Wireless LAN Operations is vital to anyone who is in the customer support field today, whether it be Service Provider level or Enterprise level, especially considering the need to wireless access technologies. This insightful and revealing course has been designed to focus on the operational aspects of supporting a WLAN deployment, targeting the Customer Support personnel.

The course is a combination of knowledge training, systems analysis, with hands-on demonstrations, using a variety of tools in a swift, comprehensive, and understandable way.

  • “Where is the best place to deploy the Access Point?”
  • “What must I know about WLAN deployment options that will affect the network operation?”
  • “What tools exist to help me analyze and design the best WLAN implementation?”
  • “How do I properly configure WLAN equipment to improve customer satisfaction?”

Course Objectives:

The objectives of the course are to develop a knowledge based skill set targeted at Wireless LAN technology, to improve customer communication, as well as improve technical field staff communication in the following key areas:

  • WLAN operational methods, determining possible site performance issues
  • Correct and superior terminology usage
  • Better customer communications skills by knowing the technology 
  • Better communication with field technical staff 

These objectives are met by covering the necessary technical bases in a straight forward manner, by keep the content in context of the objectives – connecting the dots. Utilizing a short, subject specific architecture with exercises to drive home key points and demonstrations that reveal these points builds skills and knowledge based on Bloom’s Taxonomy. The presentation is always industry current and up-to-date using a technology specialists.


The target audience for this course is anyone in Customer Support, Technical Marketing, or even Sales that requires a better understanding of WLAN operations with a frame of reference as the Wireless or Wired Service Provider.
Ideal candidates are:

  • Operations individuals that will provide WLAN’s, configuration and support services
  • Customer Support individuals that must know WLAN’s that must understand problems and provide solutions

Course Prerequisites:

This course appeals to anyone needing the skills and knowledge of WLAN’s. The ideal student will have some experience in Wireless networking and operations, however no prior knowledge is necessary.

A lap-top computer is suggested, but not required.  

Course Materials:

Students will be provided with a Course Student Guide. 

Related Content:

There are several related courses that explore tangential technical aspects. These include:


Course Outline:

  • Section 1: Establishing the Groundwork
  • Section 2: Basics of Wi-Fi Radio Terms and Operations
    • Radio Chip Sets
    • Modes of Operation
    • 2.4 GHz Channels
    • 5 GHz Channels
  • Section 3: Understanding the 802.11 MAC Layer
    • Base Stations and Stations
    • Service Sets and SSID’s
    • MAC Addressing
    • 4-Way Handshake
    • Media Access Control for Wireless
    • Types of Wi-Fi Frames and Formats
    • Scanning and Joining a Wi-Fi Networks
    • Network Authentication
    • Network Association
  • Section 4: WLAN Site Environment
    • Types of Interference
    • Scanners vs. Spectrum Analyzers
    • Demonstration
    • Identifying Reachable Wireless Systems
    • Demonstration
    • Range Extenders
    • Coverage Best Practices
  • Section 5: WLAN Troubleshooting
    • Troubleshooting Steps
    • Device Drivers
    • Distance and Speed
    • Asymmetric Power
    • Signal Strength and Drops
    • Number of WLAN’s
    • Number of Devices
    • Lab Example Problem #1
    • Lab Example Problem #2
    • Lab Example Problem #3
    • Lab Example Problem #4
    • Lab Example Problem #5
    • WLAN/SSID Best Practices


Course Availability:

Contact us for schedule dates and times.

View the course calendar and browse for our schedule.


Course Description, Content, Outline, and Instructional Design are Copyright ©CellStream, Inc.


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