INDUSTRIAL TRAINING REPORT HUACOMM TELECOMMUNICATION ENGINEERING
NAJA ALIA BINTI MOHAMMAD ALIAS
REPORT SUBMITTED IN PARTIAL FULFILMENT FOR THE DIPLOMA IN INDUSTRIAL LOGISTICS
TELECOMMUNICATION SECTION UNIVERSITI KUALA LUMPUR BRITISH MALAYSIAN INSTITUTE 2013
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INDUSTRIAL TRAINING REPORT HUACOMM TELECOMMUNICATION ENGINEERING
MOHAMAD SAUFI BIN ABDUL RAHMAN
REPORT SUBMITTED IN PARTIAL FULFILMENT FOR THE BACHELOR OF ENGINEERING TECHNOLOGY (HONS.) IN DATA COMMUNICATIONS
TELECOMMUNICATION SECTION UNIVERSITI KUALA LUMPUR BRITISH MALAYSIAN INSTITUTE 2012
DECLARATION
I declare that all parts of the report are the result of my own work except for the quotations and references, the sources of which have been acknowledged in the bibliography.
Signature: .......................................................................... Name: ............................................................................... Date: .................................................................................
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This report was read and verified by:
............................................................... (NORAYUNIE BINTI HAZMAN)
............................. Date
Company Supervisor
...............................................................
.............................
(MOHAMMAD GHAZALI BIN HJ MAD TAHIR) University Supervisor
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Date
ACKNOWLEDGEMENT
First of all I would to thanks to Allah S.W.T. that makes this project successful. I also wish to express my sincere appreciation to my university supervisor, Mohamad Ghazalai Bin Hj Mad Tahir for encouragement guidance, critics and friendship. Without his continued support and interest, this training report would not been the same as presented here. I also indebted with my company supervisor that gives me knowledge and guidance 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 and friends that support me during my training at HUACOMM company. May Allah S.W.T bless us with joy and happiness.
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ABSTRACT
The report consists of what student has gone through during industrial training at Huacomm Telecommunication Engineering. The internship was held for about 18 weeks, additional 2 weeks from university requirement due to company’s request. The industrial training was done at Istana Hotel, Concorde Hotel, Westin Hotel and Grand Dorsett Subang that had been provided by Huacomm Telecommunication Engineering with internet connection. This r eport consists about the background of the company and the position as broadband support that has been assigned by Huacomm Telecommunication Engineering to the internship student. Broadband support main task is to guide hotel guest with internet connection and troubleshoot network if network is down. This report will cover almost all the task that has been done by broadband support during the practical.
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TABLE OF CONTENT
TITLE
PAGE
DECLARATION
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ACKNOWLEDGEMENT
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ABSTRACK
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TABLE OF CONTENT
vi-vii
LIST OF FIGURE
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LIST OF APPENDIX
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CHAPTER I 1.1 Industrial Training
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1.2 Objectives
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1.3 Industrial Training Location
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1.4 Position Attached
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CHAPTER II 2.1 Company Profile
3-4
2.2 Mission and Vision
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2.3 Company Logo & Organization Chart
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2.4 Service Provided
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CHAPTER III 3.1 Broadband Support
7-8
3.2 Troubleshooting
8-9
3.3 Solution Internet Protocol (SIP)
10-11
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3.4 Finding MAC Address
12-14
3.5 Troubleshoot Email Problem for Microsoft Outlook
14-15
3.6 Conclusion
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CHAPTER 14 4.1 Conclusion
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4.2 Recommendation
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REFERENCE
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APPENDIX A
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APPENDIX B
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APPENDIX C
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APPENDIX D
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LIST OF FIGURE
FIGURE NO.
TITLE
2.1
HTE Logo
2.2
Huacomm Organization Chart
3.1
Flow chart for general problem solving
3.2
Solution Internet Protocol
3.3
SIP PMS info
3.4
SIP Traffic
3.5
SIP Guest Control
3.6 Manually Enable MAC Address 3.7 MAC Address on LINUX 3.8 MAC Address on IPhone 3.9 MAC Address on WINDOWS 3.10 Solution for email problem on Microsoft outlook
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LIST OF APPENDICES
APPENDIX
TITLE
A
Daily Report
B
Riser Room
C D
Huacomm Email Hotel
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CHAPTER I
INTRODUCTION
1.1 Industrial Training Industrial training (INTRA) was part of the syllabus for bachelor degree programme in Universiti Kuala Lumpur – British Malaysian Institute (UniKL-BMI). It was compulsor y for ever y student undergo the training at any registered company for minimum duration of 16 weeks. After the training period, students will be evaluated by the company supervisor and assessor from university. Hence the performance of students on working environment can be determined.
1.2 Objectives The objective of INTRA was to give students real working environment exposure before they graduated. Since the obvious problem among the graduated students nowadays was lack of confident and soft skill, INTRA seems to be the best solution to overcome the problem. Aside from that, listed below were the other objectives or benefits of INTRA. Train students on work responsibility Train students on discipline, work punctuality Train students to work with people from different level and study background Give student the environment which college or university unable to provide
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1.3 Industrial Training Location The 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 full address as below: 127 Jalan Imbi,Pudu, 55100 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur.
1.4 Position Attached During the internship period,
Trainee has been assigned by Huacomm
Telecommunication Engineering as a broadband support. The main task for broadband support is to guide the hotel guest and troubleshoot network if network is down. In first week, trainee has been given training by supervisor and senior trainee about the role as broadband support.
The position as broadband support is like guest service where trainee has to deal with customer which is a hotel guest. Broadband support must have good communication skills because to deal with customer that is from different countries. Also, basic networking and computing is needed for troubleshooting. The supervisor in charge for monitoring the student progress was Madam Norayunie Binti Hazman, Support Engineer.
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CHAPTER II
COMPANY BACKGROUND
2.1 Company Profile
Huacomm, a leading IT and network system integrator, was founded in Hong Kong SAR since 1996 and later expanded its services to China and other APAC countries. Our company has always been at the forefront of future-ready Information and Communication Technologies, dedicating our effort in perfecting the IT platform, 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 with our customer-oriented approach, our service delivers the utmost level of utility with efficient price over performance benefits of the digital supply chain. In a nutshell, Huacomm provides simple, efficient and reliable integration service to meet the requirements of converging, mission critical e-business applications from the resources of our business partners. Business firms and service providers are always on the lookout for better ways to improve their competitive edges and in shortening their Return on Investment (ROI) cycle. They achieve that through implementing cost saving strategies and intensif ying risk management policies. Huacomm delivers by keeping
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constant interactions with these dynamic concerns. Not only do we provide generic system consultancy, deliver y and support services to our clients, we also take into account of what our business partners may overlook, helping them leverage resources from a variety of commercial, technical and operational factors.
2.2 Mission and Vision
Mission Connect - Build a scalable and cost-effective IP infrastructure to carry your applications and services to and from anywhere Optimize - Effectively leverage your network and server operation resources Protect - Secure your applications and businesses from end-to-end Vision To be a differentiated IT service provider in the market.
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2.3 Company Logo & Organization Chart
Figure 2.1: HTE Logo
HTE is a short form of Huacomm Telecommunication Engineering. Huacomm Technology Solutions meanwhile is its new alias.
Figure 2.2: Huacomm Organization Chart
The position as broadband support that has been assigned by the company is under Mdm. Ayunie which is a support engineer. She is the one who is responsible with broadband support team and she will guide and assist when needed.
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2.4 Service Provided
Huacomm Telecommunication Engineering provides internet connection to the hotel. Below is the list of hotel that Huacomm Telecommunication Engineering provides 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)
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CHAPTER III
REPORT ON THE JOB
3.1 Broadband Support For every hotel, the support service is almost same. The broadband support will stay at the office or server room in the hotel that supervisor had assign to them and wait for the call from hotel reception. The main responsibility is to make sure the guests 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 once done the setup and record the generated Function Codes, used equipments on the form. Keep the forms in the appropriate file. 3. After setup a function, make sure Function Setup Report is generate and send to the personnel in-charged. 4. Make sure to collect back the equipment that used for function setup. Standby before 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 email once shift is finish. 7. Monitor the hotel bandwidth usage frequently, do not allow guest to leach on the hotel bandwidth. If they download more than 512kbps for more than 15minutes,
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use QoS to limit their speed (not applicable to Westin KL support), and report it to 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 Troubleshooting
Figure 3.1: Flow chart for general problem solving
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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 installed and enabled. 4. Disable the guest Wireless Connection. The guest should be able to get the redirect page. If the guest still unable to get the redirect page, try with a new cable. If cables have changed and it still cannot work, try it with the support laptop. If it still does not work on the support laptop, check on the Site Document and 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 the browser should have go to the redirect page. If you can get the redirect page from the 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 Department will arrange contractor to come over to fix the problem. Incident reports need to fill up and send to everyone who are involved via email. Once the contractor has fixed the problem, MIS Department will inform to do a testing. Once the problem is fixed, send an email to everyone who are involved and stated that the problem is fixed.
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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 and so on.
Figure 3.2: Solution Internet Protocol
To check the hotel guest info, click on the PMS info at the top of the bar of the system interface and then insert the room number.
Figure 3.3: SIP PMS info 10
To check bandwidth usage, click on traffic at the top of the bar of the system interface.
Figure 3.4: SIP Traffic
To view end-users and network devices currently in the system click on guest control at the top of the bar of the system interface.
Figure 3.5: SIP Guest Control
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3.4 Finding MAC Address
To connect internet, first guest hotel need to open any web browser such as internet explorer or google chrome. Then they will automatically go to the hotel landing page. From there, they need to insert room number and confirmation code. After they insert it, they will be able to access internet. If after they insert it but they still unable to connect, the support have to manually enable the devices MAC address in SIP Guest Control. A Media Access Control address (MAC address) is a unique identifier assigned to network interfaces for communications on the physical network segment. MAC addresses are used for numerous network technologies and most IEEE 802 network technologies, including Ethernet. Logically, MAC addresses are 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 interface card (NIC) and are stored in its hardware, the card's read-only memory, or some other firmware mechanism. If assigned by the manufacturer, a MAC address usually encodes the manufacturer's registered identification number and may be referred to as the burned-in address.
Figure 3.6: Manually Enable MAC Address
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There is different way to finding MAC address of the device depend on the device itself such as IPhone, LINUX and WINDOWS.
Figure 3.7: MAC Address on LINUX
Figure 3.8: MAC Address on IPhone
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Figure 3.9: MAC Address on WINDOWS
3.5 Troubleshoot Email Problem f or Microsoft Outlook Hotel guest sometimes unable to receive and send message using Microsoft outlook. This happen because the guest use a different outgoing server than the hotel currently used. So broadband support have been given a guideline about how to solve this problem.
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Figure 3.10: Solution for email problem on Microsoft outlook
3.6 Conclusion
Everything that had been discussed in this chapter is about the task or the job as a broadband support. Also, the problem and solution that broadband supports face during the industrial training.
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CHAPTER IV
CONCLUSION AND RECOMMENDATION
4.1 Conclusion Industrial training at Huacomm Telecommunication Engineering was very exciting and lots of knowledge was gained throughout the training programme. The training not only consists of technical knowledge but also improve the trainee communication skills since broadband support have to deal with customer that from different culture and nation. The entire problem that student face so far as a broadband support will improve their knowledge more about networking since broadband support have to do troubleshooting when guest unable to access internet. The industrial training also gave the student experienced on real working environment that could not be gain from classroom. For overall conclusion, the industrial training fulfils the expectation of student as a telecommunication based background. 4.2 Recommendation The industrial training was great and some recommendation may consider in order making it even better. More hands-on knowledge session can be arranged assuming an available resource was available. As overall conclusion, it was the student’s initiative that will determine how much knowledge that the student will gain.
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REFERENCE
1.
http://en.wikipedia.org/wiki/MAC_address
2.
http://www.huacomm.com/html/
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APPENDIX A – DAILY REPORT
Daily report for Grand Dorsett Subang Hotel
Daily report for Westin Kuala Lumpur Hotel
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APPENDIX B – RISER ROOM
Riser room at Grand Dorsett Subang Hotel
Riser room at Westin Kuala Lumpur Hotel
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APPENDIX C – HUACOMM EMAIL
Huacomm email that is used to send daily report
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APPENDIX D – HOTEL
Grand Dorsett Subang Hotel
Westin Kuala Lumpur Hotel 21
