SAufi INtra REport

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INDUSTRIAL TRAINING REPORTHUACOMM TELECOMMUNICATIONENGINEERINGNAJA ALIA BINTI MOHAMMAD ALIASREPORT SUBMITTED IN PARTIAL FULFILMENTFOR THE DIPLOMA IN INDUSTRIALLOGISTICSTELECOMMUNICATION SECTIONUNIVERSITI KUALA LUMPUR BRITISH MALAYSIAN INSTITUTE2013 ii INDUSTRIAL TRAINING REPORTHUACOMM TELECOMMUNICATIONENGINEERINGMOHAMAD SAUFI BIN ABDUL RAHMANREPORT SUBMITTED IN PARTIAL FULFILMENTFOR THE BACHELOR OF ENGINEERINGTECHNOLOGY (HONS.) IN DATACOMMUNICATIONSTELECOMMUNICATION SECTIONUNIVERSITI KUALA LUMPUR BRITISH MALAYSIAN INSTITUTE2012 DECLARATIONI declare that all parts of the report are the result of my own work except for thequotations and references, the sources of which have been acknowledged in thebibliography.Signature: ..........................................................................Name: ...............................................................................Date: .................................................................................ii This report was read and verified by:............................................................... .............................(NORAYUNIE BINTI HAZMAN) DateCompany Supervisor............................................................... .............................(MOHAMMAD GHAZALI BIN HJ MAD TAHIR) DateUniversity Supervisoriii ACKNOWLEDGEMENTFirst of all I would to thanks to Allah S.W.T. that makes this projectsuccessful. I also wish to express my sincere appreciation to my universitysupervisor, Mohamad Ghazalai Bin Hj Mad Tahir for encouragement guidance,critics and friendship. Without his continued support and interest, this training reportwould not been the same as presented here.I also indebted with my company supervisor that gives me knowledge andguidance about the company that help me a lot to complete this training report.Without their support and guidance I will not be able to complete this report.Last but not least, my sincere appreciation also extends to my f amily andfriends that support me during my training at HUACOMM company. May AllahS.W.T bless us with joy and happiness.iv ABSTRACTThe report consists of what student has gone through during industrialtraining at Huacomm Telecommunication Engineering. The internship washeld for about 18 weeks, additional 2 weeks from university requirementdue to companys request. The industrial training was done at Istana Hotel,Concorde Hotel, Westin Hotel and Grand Dorsett Subang that had beenprovided by Huacomm Telecommunication Engineering with internetconnection. This r eport consists about the background of the company andthe position as broadband support that has been assigned by HuacommTelecommunication Engineering to the internship student. Broadbandsupport main task is to guide hotel guest with internet connection andtroubleshoot network if network is down. This report will cover almost allthe task that has been done by broadband support during the practical.v TABLE OF CONTENTTITLEPAGEDECLARATIONiiACKNOWLEDGEMENTivABSTRACKvTABLE OF CONTENTvi-viiLIST OF FIGUREviiiLIST OF APPENDIXixCHAPTER I1.1 Industrial Training11.2 Objectives11.3 Industrial Training Location21.4 Position Attached2CHAPTER II2.1 Company Profile3-42.2 Mission and Vision42.3 Company Logo & Organization Chart52.4 Service Provided6CHAPTER III3.1 Broadband Support7-83.2 Troubleshooting8-93.3 Solution Internet Protocol (SIP)10-11vi 3.4 Finding MAC Address12-143.5 Troubleshoot Email Problem for Microsoft Outlook14-153.6 Conclusion15CHAPTER 144.1 Conclusion164.2 Recommendation16REFERENCE17APPENDIX A18APPENDIX B19APPENDIX C20APPENDIX D21vii LIST OF FIGUREFIGURE NO. TITLE2.1 HTE Logo2.2 Huacomm Organization Chart3.1 Flow chart for general problem solving3.2 Solution Internet Protocol3.3 SIP PMS info3.4 SIP Traffic3.5 SIP Guest Control3.6 Manually Enable MAC Address3.7 MAC Address on LINUX3.8 MAC Address on IPhone3.9 MAC Address on WINDOWS3.10 Solution for email problem on Microsoft outlookviii LIST OF APPENDICESAPPENDIX TITLEA Daily ReportB Riser RoomCHuacomm EmailD Hotelix CHAPTER IINTRODUCTION1.1 Industrial TrainingIndustrial training (INTRA) was part of the syllabus for bachelor degreeprogramme in Universiti Kuala Lumpur British Malaysian Institute (UniKL-BMI).It was compulsor y for ever y student undergo the training at any registered companyfor minimum duration of 16 weeks. After the training period, students will beevaluated by the company supervisor and assessor from university. Hence theperformance of students on working environment can be determined.1.2 ObjectivesThe objective of INTRA was to give students real working environmentexposure before they graduated. Since the obvious problem among the graduatedstudents nowadays was lack of confident and soft skill, INTRA seems to be the bestsolution to overcome the problem. Aside from that, listed below were the otherobjectives or benefits of INTRA.Train students on work responsibilityTrain students on discipline, work punctualityTrain students to work with people from different level and study backgroundGive student the environment which college or university unable to provide1 1.3 Industrial Training LocationThe INTRA was conducted at Huacomm Telecommunication Engineering.This company provide internet connection to hotel area Kuala Lumpur, Selangor,Melaka and Johor Bahru. The office located at Jalan Imbi, Kuala Lumpur. The fulladdress as below:127 Jalan Imbi,Pudu,55100 Kuala Lumpur,Wilayah Persekutuan Kuala Lumpur.1.4 Position AttachedDuring the internship period,Traineehas been assigned by HuacommTelecommunication Engineering as a broadband support. The main task forbroadband support is to guide the hotel guest and troubleshoot network if network isdown. In first week, trainee has been given training by supervisor and senior traineeabout the role as broadband support.The position as broadband support is like guest service where trainee has todeal with customer which is a hotel guest. Broadband support must have goodcommunication skills because to deal with customer that is from different countries.Also, basic networking and computing is needed for troubleshooting. The supervisorin charge for monitoring the student progress was Madam Norayunie Binti Hazman,Support Engineer.2 CHAPTER IICOMPANY BACKGROUND2.1 Company ProfileHuacomm, a leading IT and network system integrator, was founded in HongKong SAR since 1996 and later expanded its services to China and other APACcountries. Our company has always been at the forefront of future-ready Informationand Communication Technologies, dedicating our effort in perfecting the ITplatform, IP network infrastructure and security for Internet service providers,carriers and enterprises.Our success is in a large part driven by the satisfaction of our customers.Combining the reliability and scalability of both physical and logical platforms withour customer-oriented approach, our service delivers the utmost level of utility withefficient price over performance benefits of the digital supply chain. In a nutshell,Huacomm provides simple, efficient and reliable integration service to meet therequirements of converging, mission critical e-business applications from theresources of our business partners.Business firms and service providers are always on the lookout for betterways to improve their competitive edges and in shortening their Return onInvestment (ROI) cycle. They achieve that through implementing cost savingstrategies and intensif ying risk management policies. Huacomm delivers by keeping3 constant interactions with these dynamic concerns. Not only do we provide genericsystem consultancy, deliver y and support services to our clients, we also take intoaccount of what our business partners may overlook, helping them leverageresources from a variety of commercial, technical and operational factors.2.2 Mission and VisionMissionConnect - Build a scalable and cost-effective IP infrastructure to carry yourapplications and services to and from anywhereOptimize - Effectively leverage your network and server operation resourcesProtect - Secure your applications and businesses from end-to-endVisionTo be a differentiated IT service provider in the market.4 2.3 Company Logo & Organization ChartFigure 2.1: HTE LogoHTE is a short form of Huacomm Telecommunication Engineering. HuacommTechnology Solutions meanwhile is its new alias.Figure 2.2: Huacomm Organization ChartThe position as broadband support that has been assigned by the company is underMdm. Ayunie which is a support engineer. She is the one who is responsible withbroadband support team and she will guide and assist when needed.5 2.4 Service ProvidedHuacomm Telecommunication Engineering provides internet connection tothe hotel. Below is the list of hotel that Huacomm Telecommunication Engineeringprovides with internet connection.1.Westin Hotel (Kuala Lumpur)2.Istana Hotel (Kuala Lumpur)3.Grand Dorsett Hotel (Kuala Lumpur & Subang)4.Grand Millenium Hotel (Kuala Lumpur)5.Mutiara Hotel (Johor Bahru)6.Concorde Hotel (Kuala Lumpur and Shah Alam)7.Somerset Ampang Hotel (Kuala Lumpur)8.Swiss Garden (Kuala Lumpur)9.Hatten Hotel (Melaka)6 CHAPTER IIIREPORT ON THE JOB3.1 Broadband SupportFor every hotel, the support service is almost same. The broadband supportwill stay at the office or server room in the hotel that supervisor had assign to themand wait for the call from hotel reception. The main responsibility is to make sure theguests of the hotels get the best broadband service.1.Record details of every solved case in the Daily Report.2.Request for Broadband Request Form before setup a function for the hotel.Request in-charge person to sign on the form as a proof. Sign on the form oncedone the setup and record the generated Function Codes, used equipments on theform. Keep the forms in the appropriate file.3.After setup a function, make sure Function Setup Report is generate and send tothe personnel in-charged.4.Make sure to collect back the equipment that used for function setup. Standbybefore the function end to ensure the equipment safety.5.Generate Weekly Function report and send to personnel in-charged.6.Record important issues in the Handover Report and send it to support emailonce shift is finish.7.Monitor the hotel bandwidth usage frequently, do not allow guest to leach on thehotel bandwidth. If they download more than 512kbps for more than 15minutes,7 use QoS to limit their speed (not applicable to Westin KL support), and report itto the hotel IT managers and supervisors.8.Whenever there is special case (eg. detected defected wall port) occurred,generate an Incident Report and send to personnel in-charged.9.When follow up case is solved, send email to inform personnel in-charged.3.2 TroubleshootingFigure 3.1: Flow chart for general problem solving8 Once inside the guest room:1.Check on the cable does it plugged in to the guest laptop and wall port properly.2.Check on the guest TCP/IP and proxy setting.3.Check on the guest Local Area Connection and make sure the driver is installedand enabled.4.Disable the guest Wireless Connection. The guest should be able to get theredirect page. If the guest still unable to get the redirect page, try with a newcable. If cables have changed and it still cannot work, try it with the supportlaptop. If it still does not work on the support laptop, check on the Site Documentand go to the particular riser and port of the room to do a testing.5.Plug in the cable to laptop directly from the port of the switch, by right thebrowser should have go to the redirect page. If you can get the redirect page fromthe port of the switch, there are a few possibilities.The wall port of the guest room was broken.The cable from the riser to guest room having problem.The cable head in the riser was broken.If it is happen, support need to tell supervisor and MIS Department as MIS Departmentwill arrange contractor to come over to fix the problem. Incident reports need to fill upand send to everyone who are involved via email. Once the contractor has fixed theproblem, MIS Department will inform to do a testing. Once the problem is fixed, send anemail to everyone who are involved and stated that the problem is fixed.9 3.3 Solution Internet Protocol (SIP)SIP is a system that is used by Huacomm to check guest hotel info, bandwidth usage,to create function, to view end-users and network devices currently in the system andso on.Figure 3.2: Solution Internet ProtocolTo check the hotel guest info, click on the PMS info at the top of the bar of thesystem interface and then insert the room number.Figure 3.3: SIP PMS info10 To check bandwidth usage, click on traffic at the top of the bar of the systeminterface.Figure 3.4: SIP TrafficTo view end-users and network devices currently in the system click on guest controlat the top of the bar of the system interface.Figure 3.5: SIP Guest Control11 3.4 Finding MAC AddressTo connect internet, first guest hotel need to open any web browser such as internetexplorer or google chrome. Then they will automatically go to the hotel landingpage. From there, they need to insert room number and confirmation code. After theyinsert it, they will be able to access internet. If after they insert it but they still unableto connect, the support have to manually enable the devices MAC address in SIPGuest Control. A Media Access Control address (MAC address) is a uniqueidentifier assigned to network interfaces for communications on the physical networksegment. MAC addresses are used for numerous network technologies andmost IEEE 802 network technologies, including Ethernet. Logically, MAC addressesare used in the Media Access Control protocol sub-layer of the OSI refer ence model.MAC addresses are most often assigned by the manufacturer of a network interfacecard (NIC) and are stored in its hardware, the card's read-only memory, or someother firmware mechanism. If assigned by the manufacturer, a MAC address usuallyencodes the manufacturer's registered identification number and may be referred toas the burned-in address.Figure 3.6: Manually Enable MAC Address12 There is different way to finding MAC address of the device depend on the deviceitself such as IPhone, LINUX and WINDOWS.Figure 3.7: MAC Address on LINUXFigure 3.8: MAC Address on IPhone13 Figure 3.9: MAC Address on WINDOWS3.5 Troubleshoot Email Problem f or Microsoft OutlookHotel guest sometimes unable to receive and send message using Microsoftoutlook. This happen because the guest use a different outgoing server than the hotelcurrently used. So broadband support have been given a guideline about how to solvethis problem.14 Figure 3.10: Solution for email problem on Microsoft outlook3.6 ConclusionEverything that had been discussed in this chapter is about the task or the jobas a broadband support. Also, the problem and solution that broadband supports faceduring the industrial training.15 CHAPTER IVCONCLUSION AND RECOMMENDATION4.1 ConclusionIndustrial training at Huacomm Telecommunication Engineering was veryexciting and lots of knowledge was gained throughout the training programme. Thetraining not only consists of technical knowledge but also improve the traineecommunication skills since broadband support have to deal with customer that fromdifferent culture and nation. The entire problem that student face so far as abroadband support will improve their knowledge more about networking sincebroadband support have to do troubleshooting when guest unable to access internet.The industrial training also gave the student experienced on real workingenvironment that could not be gain from classroom. For overall conclusion, theindustrial training fulfils the expectation of student as a telecommunication basedbackground.4.2 RecommendationThe industrial training was great and some recommendation may consider inorder making it even better. More hands-on knowledge session can be arrangedassuming an available resource was available. As overall conclusion, it was thestudents initiative that will determine how much knowledge that the student willgain.16 REFERENCE1.http://en.wikipedia.org/wiki/MAC_address2.http://www.huacomm.com/html/17 APPENDIX A DAILY REPORTDaily report for Grand Dorsett Subang HotelDaily report for Westin Kuala Lumpur Hotel18 APPENDIX B RISER ROOMRiser room at Grand Dorsett Subang HotelRiser room at Westin Kuala Lumpur Hotel19 APPENDIX C HUACOMM EMAILHuacomm email that is used to send daily report20 APPENDIX D HOTELGrand Dorsett Subang HotelWestin Kuala Lumpur Hotel21