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Information Technology

Helpdesk/Desktop Support

Year Up's Helpdesk/Desktop Support curriculum provides students with hands-on learning in hardware and software support. Training includes diagnosis and troubleshooting of common hardware and software problems in a personal computer, types and functions of operating systems, OS installation (physical and virtual), and an introduction to basic functions using the command line interface in Windows and Linux environments. Students are also introduced to network protocols, ports, and topologies, as well as customer service concepts like problem-solving, active listening and de-escalation.

Skills Development at a Glance: What Students Learn

  • Assemble and disassemble a personal computer; install, configure, update, and troubleshoot hardware and operating systems
  • Diagnose and troubleshoot common hardware and software issues  
  • Identify and apply appropriate customer service strategies that foster customer satisfaction
  • Navigate an industry-standard ticketing system (i.e. Zendesk, Remedy, Helpdesk Pro)
  • Set-up a functioning peer-to-peer LAN and troubleshoot LAN operations
  • Design a workable set of IP addresses for a given set of networks
  • Identify and explain common TCP and UDP ports, network protocols, and their purpose
  • Distinguish between number bits, format, and addressing capability of IPv4 vs. IPv6    

Specialty Training Focus Areas:

  • Operating Systems
  • Computer Hardware
  • Computer Networking Support
  • Customer Service
  • Year Up’s Standard Training  

Training at Work: Typical Job Tasks

  • Provide first level contact and communicate resolutions to customer issues
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources
  • Support the maintenance and upgrade of network devices
  • Support users with issues involving network connectivity such as internet connection and printer problems

Path to a Career: Training-Enabled Role Pathways

  • Helpdesk Support
  • Desktop Support
  • Application Support
  • Telecommunications Specialist
  • Network Support

Example Roles Filled By Graduates:

  • Helpdesk Support Analyst
  • Application Support Analyst
  • Desktop Support Analyst
  • Network Analyst

Hands-on Experience: Example Internship Companies

Hands-on Experience: Example Internship Companies

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Information Technology

Cyber Security

Year Up's Cyber Security curriculum provides students with an overview of computing systems and an understanding of the need and impact of cyber security for identifying threats and securing computer and network systems. Training includes background on the components of a personal computer, types and functions of operating systems, a fundamental introduction to network protocols, ports, and topologies, information security basics, techniques to assess security risks and secure computer and network systems, and tools to monitor and respond to security threats.

Skills Development at a Glance: What Students Learn

  • Monitor internal systems according to established protocols to identify security incidents
  • Document and escalate incidents into organizations ticketing system
  • Triage potential security incidents and direct them to appropriate teams
  • Features and techniques needed to secure network communications
  • Understand risk management and the network monitoring tools that support it
  • Understand Intrusion Detection System (IDS) and Intrusion Prevention Systems (IPS); vulnerability scanning and penetration testing
  • Identify threats to network services, devices, traffic, and data
  • Common causes for company vulnerabilities
  • Identify and explain common TCP and UDP ports, network protocols, and their purpose

Specialty Training Focus Areas:

  • Cyber Security
  • Computer Hardware
  • Computer Networking Support
  • Year Up’s Standard Training  

Training at Work: Typical Job Tasks

  • Assist with developing security policies and procedures
  • Configure and support security tools such as firewalls and anti-virus software
  • Create training materials to inform users of secure practices
  • Perform security upgrades
  • Identify and report abnormalities in network activity

Path to a Career: Training-Enabled Role Pathways

  • Incident Monitoring & Response
  • Security Operations Center (SOC)
  • Security Compliance
  • Penetration Testing
  • Computer & Digital Forensics

Example Roles Filled By Graduates:

  • Incident Monitoring & Response Analyst
  • Security Operations Center (SOC) Analyst
  • Penetration Tester
  • Computer & Digital Forensic Analyst

Hands-on Experience: Example Internship Companies

Hands-on Experience: Example Internship Companies

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Financial Operations

Investment Operations

Year Up's Investment Operations specialty trains toward skills in financial management, data management, analysis, and reporting and investment operations. Training covers financial management topics such as financial statements, accounting, financial analysis, financial forecasting, working capital, asset management and financial ethics; using Excel, PowerPoint and Tableau/Power BI to load, prepare, analyze and report data; and investment operations terminology and concepts such as types of markets, regulators, products and exchanges, the different participant players within this ecosystem, and the role and importance of business ethics.

Skills Development at a Glance: What Students Learn

  • Roles of participants in the investments/securities arena and how they interact with each other
  • Understand what it means to own and sell equity/fixed income in a company from the perspective of investors/issuers
  • Understand key terms of a security and a securities sale as well as the different types of investment funds
  • Apply principles of accounting, financial analysis, financial forecasting, working capital, and asset management
  • Analyze business processes to understand issues and how to implement possible solutions
  • Utilize strategies for interpreting and making business-related inferences about data
  • Using data analysis tools, in Excel (i.e. Sorting, Filtering, Conditional Formatting, Charts, Tables, PivotTable, Vlookup)
  • Recognize effective storytelling with data and when to use different tables and charts to drive business decisions
  • Utilize Excel, PowerPoint and data visualization tools (i.e. Tableau or Power BI), to develop and present reports 

Specialty Training Focus Areas:

  • Investment Operations
  • Financial Management
  • Intro to Data Management, Analysis, and Reporting
  • Year Up’s Standard Training  

Training at Work: Typical Job Tasks

  • Update daily fund pricing
  • Monitor fund cash and custody activity and prepare fund reports
  • Take in and execute operational requests from clients
  • Process wires and trades
  • Monitor to identify causes of breaks between systems
  • Analyze data relating to business processes
  • Communicate business process improvement requirements to a technology team
  • Assist wealth managers with trust operations

Path to a Career: Training-Enabled Role Pathways

  • Fund/Portfolio Accounting/Administration
  • Client Services Support
  • Reconciliation Analyst
  • Transaction Processing 
  • Wealth/Portfolio Management Operations
  • Business/Process Analyst 

Example Roles Filled by Graduates:

  • Fund Accounting Representative
  • Portfolio Administrator
  • Trade Processing Specialist
  • Trust Operations Specialist

Locations Currently Offering This Training Specialty:

Hands-on Experience: Example Internship Companies

Hands-on Experience: Example Internship Companies

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Sales & Customer Support

Client Services & Sales Support

Year Up's Client Services & Sales Support specialty prepares students for job functions in customer service, Customer Relationship Management (CRM) system use, professional written and verbal communications, and introductory sales with practical skills in communication, customer service and sales. Training is geared toward concepts and practical application of customer service constructs such as problem-solving, active listening, de-escalation, and professional communications; use of CRM systems to enter, update, query and report on customer and sales data and take a customer record through the stages of an engagement cycle; utilizing Outlook to engage clients and manage customer interactions; sales basics including concepts such as the sales cycle, sales roles, products, relationship management, and sales tools and techniques along with practical application in a sales or personal banking work context.

Skills Development at a Glance: What Students Learn

  • Articulate a product’s value proposition and tailor a sales pitch to customer needs/concerns
  • Strategies for building credibility and rapport with customers during sales interactions and building relationships with customers over time
  • Identify and close on opportunities for upselling and cross-selling during a customer interaction
  • Utilize active listening, problem solving, negotiation, effective inquiry, researching company resources, and leveraging insights to meet and maintain goals and KPIs
  • Leverage a Customer Relationship Management (CRM) system to input and change customer information, build and export reports, take notes on customer interactions, and move a customer record through a complete engagement cycle
  • Use market, client, and sales performance data to identify areas for growth or improvement in the sales function
  • Identify and qualify leads; conduct research through social media and other channels to identify leads and gather data about prospective accounts
  • Utilize strategies, like empathy, for handling objections and responding to challenging customer behaviors, with resilience to bounce back and ensure high quality customer experience
  • Email communication skills and how to manage an email thread/conversation to demonstrate responsiveness and follow-through

Specialty Training Focus Areas:

  • Sales & Client Services
  • Sales Practicum
  • Customer Service for Sales, Customer Support, & Business
  • CRM Systems
  • Email Communication
  • Consumer Banking*
  • Year Up’s Standard Training  

*Consumer Banking Supplemental Training course is available in lieu of Sales Practicum in support of role pathways like Personal Banking, Financial Products Servicing, and Financial Advisory/Other Licensed Sales Support.

Training at Work: Typical Job Tasks

  • Handle inbound customer inquiries and generate sales through renewals, upselling, and cross-selling opportunities
  • Support sales staff by opening/updating client accounts, processing documentation, analyzing reports and data, scheduling communications, and creating client contracts
  • Identify, research, & qualify new account opportunities
  • Utilize customer relationship management (CRM) systems to record and access information about clients and sales leads
  • Communicate through inbound calls or as 2nd point of contact with clients initially, with increased outbound customer interaction over time as skills are mastered

Path to a Career: Training-Enabled Role Pathways

  • Personal Banking
  • Financial Advisory/Other Licensed Sales Support
  • Inside/Outside Sales Support
  • Inbound Sales/Inbound Sales Support
  • Sales Operations & Analytics
  • Client Services

Example Roles Filled by Graduates:

  • Personal / Relationship Banker
  • Sales & Support Representative
  • Sales Development Representative
  • Inbound Sales Representative
  • Sales Support Representative
  • Contract Support Representative

Locations Currently Offering This Training Specialty:

Hands-on Experience: Example Internship Companies

Hands-on Experience: Example Internship Companies

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Sales & Customer Support

Customer Service

Year Up's Customer Service specialty addresses training requirements in customer service, Customer Relationship Management (CRM) system use, and professional written and verbal communications with practical skills in communication and customer service. Training includes concepts and practical application of customer service constructs such as problem-solving, active listening, de-escalation, and professional communications; use of CRM systems to enter, update, query, and report on customer and sales data and take a customer record through the stages of an engagement cycle; and utilizing Outlook to engage clients, communicate with them, and manage customer interactions.

Skills Development at a Glance: What Students Learn

  • Communicate effectively and build rapport during phone, in-person, & written customer interactions
  • Handle objections and respond to challenging customer behaviors, with resilience to bounce back & ensure high quality customer experience
  • Leverage call scripts and common call-handling techniques
  • How to multitask during in-person or call center customer interactions to interact with a customer, take effective notes, and perform transactions at the same time
  • Problem solving, effective inquiry and research to understand a customer’s needs, motivations, and challenges and translate customer needs into possible solutions
  • Identify and effectively communicate solutions to satisfy customer requests, including educating customers on self-serve platforms like websites, mobile apps, and other customer-facing resources
  • Identify situations requiring escalation and refer customers to appropriately trained personnel in a timely manner, using judgement and escalation protocols
  • Leverage Customer Relationship Management (CRM) system to input and update customer information
  • Utilize strategies to meet and maintain customer service team goals and KPI’s, including managing the pressure of a metrics-driven work environment

Specialty Training Focus Areas:

  • Customer Service
  • Customer Service Practicum
  • CRM Systems
  • Email Communication
  • Year Up’s Standard Training  

Training at Work: Typical Job Tasks

  • Update daily fund pricing
  • Monitor fund cash and custody activity and prepare fund reports
  • Take in and execute operational requests from clients
  • Process wires and trades
  • Monitor to identify causes of breaks between systems
  • Analyze data relating to business processes
  • Communicate business process improvement requirements to a technology team
  • Assist wealth managers with trust operations

Path to a Career: Training-Enabled Role Pathways

  • Loan/Financial Products Servicing
  • Insurance Customer Service/Claims Support
  • Patient Services
  • Product Support
  • Consumer Fraud Support

Example Roles Filled by Graduates:

  • Customer Support Specialist
  • Patient Services Representative
  • Insurance Claims Support Representative
  • Consumer Fraud Support Representative
  • Loan Servicing Specialist

Locations Currently Offering This Training Specialty:

Hands-on Experience: Example Internship Companies

Hands-on Experience: Example Internship Companies

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Business Operations

Project Management Support

Year Up's Project Management Support specialty trains towards foundational skills in business and project management. Students learn the basics of business including business functions, tools and processes; project management concepts, techniques and roles, and the use of frameworks and processes including building project charters, work breakdown structures, project scheduling, project budgeting, building marketing plans, HR management plans, risk management plans, and doing stakeholder analysis, competitor analysis, and projected revenue analysis with the help of tools such as Microsoft Project and Excel.

Skills Development at a Glance: What Students Learn

  • Key tools (Gantt charts, Microsoft Project) and methodologies (Agile, Scrum)
  • Basic concepts and common methods of project management: the ten project knowledge areas and the five phases of the project management lifecycle
  • The interplay between the triple constraint (scope, time, cost) in the Project Management Plan
  • Project selection criteria and project evaluation methods (cost-benefit analysis, feasibility study)
  • Strategies for planning a project: developing a work breakdown structure (WBS) and timeline, calculating task estimates, managing task dependencies, tracking progress, identifying/managing risks, and defining/measuring goals
  • Common communication artifacts and tools for executing a project: project plan, statement of work (SOW), status reports, & meeting notes
  • Define and measure the goals of the project relative to the intended project outcomes

Specialty Training Focus Areas:

  • Project Management Support
  • Business Fundamentals
  • Business Operations
  • Year Up’s Standard Training  

Training at Work: Typical Job Tasks

  • Help prepare project proposals, time-frames, schedule, and budget
  • Act as key contact and communicate project status to participants
  • Support Project Manager in the successful planning and execution of a project

Path to a Career: Training-Enabled Role Pathways

  • Project Support

Example Roles Filled by Graduates:

  • Project Support Analyst
  • Junior Project Analyst
  • Business Controls Specialist
  • Project Coordinator
  • Administrative Associate
  • Administrative Coordinator

Hands-on Experience: Example Internship Companies

Hands-on Experience: Example Internship Companies

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Software Development & Support

Quality Assurance

Year Up's Quality Assurance curriculum provides students with basic skills in programming, databases, software development fundamentals and software testing and quality assurance. Students are exposed to problem solving techniques such as algorithms, flow-charts and decision trees; concepts and processes such as version control, Agile development, software development roles and environments, introductory programming, object oriented concepts, development of simple real-world applications, relational database terminology, and database design tools; techniques to create, update and query databases and quality assurance and software testing processes.

Skills Development at a Glance: What Students Learn

  • Validate business requirements gathered with a focus on completeness and testability  
  • Analyze, devise, and execute tests described by a list of test cases or a trace-ability matrix developed using project summaries, requirements, and Functional Specification Documents (FSD) 
  • Evaluate system or user interface design to validate fulfillment of customer requirements  
  • Verify software features and bug fixes against a functional specification, both manually and using automated testing tools
  • Write clear, approximated, and detailed bug reports 
  • Utilize software (such as JIRA) to track progress of software feature requests and bug fixes 
  • Define automated testing, identify its purpose, and write automated test scripts 
  • Understand operating systems, server and cloud infrastructure, frameworks, and libraries
  • Understand programming concepts and where and how to apply them to build a basic software program
  • Utilize an Integrated Development Environment (IDE) such as Eclipse, NetBeans or Visual Studio to write, build, execute and debug code
  • Identify and analyze similarities in structure, syntax, and semantics of different coding languages
  • Utilize software quality control processes such as peer code reviews, code refactoring and standards, code navigation in a debugger, and using comments for code documentation
  • Utilize SQL to build tables, specify constraints, and apply indexes
  • Utilize SQL to query tables using filters, calculated fields, sorting, aggregates, and joins

Specialty Training Focus Areas:

  • Software Testing & Quality Assurance
  • Programming
  • Databases
  • Software Development Fundamentals
  • Year Up’s Standard Training  

Training at Work: Typical Job Tasks

  • Use testing methods, tools, and techniques to verify and validate software releases
  • Analyze and understand business requirements to ensure quality and completeness
  • Develop automated test scripts to test software features and bug fixes

Path to a Career: Training-Enabled Role Pathways

  • Software Testing & Automation
  • Quality Assurance Analysis

Example Roles Filled by Graduates:

  • QA Analyst
  • Automation Tester

Locations Currently Offering This Training Specialty:

Hands-on Experience: Example Internship Companies

Hands-on Experience: Example Internship Companies

Fall 2020 Training

We focus our career training to meet the hiring needs of our local partners.  Below are the training specialties currently offered at this campus.

Information Technology

Learn how to support hardware, operating systems, and network devices, and provide first-level contact and service to customer issues. 

Learn how to identify and report threats to network services, devices, traffic, and data and techniques to secure network communications.

Financial Operations

Learn how to execute operational requests from clients and ensure that financial transactions are processed, settled, and reconciled.

Sales & Customer Support

Learn how to build relationships with customers, implement cross-selling and upselling opportunities, and identify and qualify leads. 

Learn how to effectively and confidently engage customers by phone, in-person, or in writing, assess customer needs, and provide solutions. 

Business Operations

Learn project management tools and concepts, and how to prepare project proposals, execute projects, and measure project outcomes.

Software Development & Support

Learn to evaluate system or user interface design, analyze, devise, and execute tests, and how to verify software features and bug fixes.  

Still curious?

Discover more about what you can gain
from each training specialty.

Our specialties

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These nearby Year Up campuses may offer training in a specialty that interests you even more.

2.69 mi.
9.24 mi.

Local leadership

Tyra Anderson-Montina

Site Director, Downtown Campus