Please explain what tools you would use in each case and how it would validate the customer complaint.

Exercise 3 of Chapter 1 on page 49:
Draw the route diagram (Something similar to Figure 1.2 on page 8) identifying each node for the following data that was obtained using a trace routing tool. What is the average time a packet takes to travel from noc2 host to netman host?
noc2% traceroute netman.cc.gatech.edu
traceroute to netman.cc.gatech.edu (130.207.8.31), 30 hops max, 40 byte packets
main-rtr.gcatt.gatech.edu (199.77.147.1) 1.045 ms 1.012 ms 0.971 ms.
130.207.251.2 (130.207.251.2) 2.198 ms 1.404 ms 1.837 ms.
netman.cc.gatech.edu (130.207.8.31) 3.528 ms 1.671 ms 1.602 ms.
Exercise 18 of Chapter 1 on page 51:
As a network engineer in a Network Operations Center, you are following up on two trouble tickets. You do not have a network management system and you have to use the basic network tools to validate the problem before you can resolve them. Please explain what tools you would use in each case and how it would validate the customer complaint
(a) Trouble Ticket 100: Customer says that when he receives messages, the message is periodically missing some characters.
(b) Trouble Ticket 101: Customer in Atlanta complains that when she tries to log into the system server.headquarters.com in New York, she gets disconnected with a time-out. However, her colleague in her New York office reports that he is able to access the system.