Published on November 9, 2009
Tips for the Accidental Techie
Customer Relations Associate
What Org are you with
What are you here to learn?
For our Webinar today
As your Tech Outreach Tool?
Mute *6 on your phone
Great Tool to reach Staff 2
Slides and Attachment Available from…http://www.slideshare.net/npowermichiganAll slides are Numbered in case you need to follow that wayAttachmenthttp://checkvist.com/checklists/20348-tips-for-the-accidental-techie 3
On the Menu Today! NP Tech Support & RolesThe BasicsMaintenanceTips & TricksBuy or UpgradeTech Resources & Training4
NP Tech Support & Roles
Tips & Tricks
Buy or Upgrade
Tech Resources & Training
Nonprofit Tech Support And Roles 5
How Many IT Staff Per 100 Employees? HMO Government For profit Nonprofit Source: U.S. Bureau of Labor Statistics, Mass. Department of Education, 1998.
Time Spent on IT Functions That’s 75%! Source: NTEN 2006 Nonprofit IT Staffing Survey Report.
IT Service Evolution Chaotic – Reactive – Proactive – Managed – Utility Full Managed Services: Service Level Agreement with fixed monthly cost HW as a Service (Hosting) SW as a Service (Hosting)Partial Managed Services: Proactive Remote management Allows detailed understanding of clientDegree of Virtualization and Efficiency for Client Managed Services are recurring services provided either on site or remotely on a contractual basis. IT as Investment: Scheduled Support Client understands value of IT Somewhat proactive Downtime reducedBreak/Fix: Totally reactive Client pays for downtime Low investment/low returnDegree of Virtualization and Efficiency Source: NPower DC, slide modified to present generic picture of services.
Service Level Agreement with fixed monthly cost
HW as a Service (Hosting)
SW as a Service (Hosting)
Allows detailed understanding of client
Client understands value of IT
Client pays for downtime
Low investment/low return
Volunteers available Volunteers!
Volunteers are best for: Short term projects Projects that have an easily definable end Projects that aren’t time sensitive Projects that aren’t critical
Staff are best for: Simple troubleshooting Triaging issues before escalating externally Projects that require immediate assistance Maintaining critical documentation Direction for others implementing long-term projects
Contractors are best for: Issues that require significant, rarely needed expertise One-time projects Server configuration / upgrade / migration Database development Multi-site integration Phone system setup
The Basics 15
The Basics Data Ownership Issues Make staff aware that the organization owns the data Including EmailFinancialsDocumentationDatabasesWebsitesOther16
Documentation Ziplock baggies Create a Network Binder Usernames, passwords, licensing, network diagram etc. 17 The Basics
The Basics Network Binder Starting Point www.webjunction.org/do/DisplayContent?id=12489
Create an Inventory Why? Insurance Audits Easy to identify hardware needs Inventory Tools Belarc Advisor Download.com Best for small Org’s fewer systems Spiceworks For Larger client/server Not free Includes Helpdesk Trouble Ticket Can be enabled/disabled to help server/network performance issue 19 The Basics
Others.. Label Managed Devices Printers Fixed IP# on the coverRouter IP#, User & Pwd labeled to bottomVelcro or Tape the Driver CD to printers/copiers Keep “key” files close easy to get to Drivers, Ccleaner, Malwarebytes, Adobe9, Java, etc.Tech Flash DriveTech Server or NAS shareCarry an Info txt File (secure it!) AccountsURL’s user/pwdSupport Phone numbersContact Names21 The Basics
Printers Fixed IP# on the cover
Router IP#, User & Pwd labeled to bottom
Drivers, Ccleaner, Malwarebytes, Adobe9, Java, etc.
Tech Flash Drive
Tech Server or NAS share
Support Phone numbers
Use a single Data Repository for Staff Easy to backup, recover, find, etc Redirected My Documents (to server)NAS or Server Drive ShareHelps to define data ownership22 The Basics
Redirected My Documents (to server)
NAS or Server Drive Share
Helps to define data ownership
New or Rebuilt System Setup Define your Setup “Boilerplate” Uninstall unwanted AppsXP or Win7 – Patched and updatedLatest hardware drivers etc.Office 2007 – Patched and UpdatedAntivirus – UpdatedSetup Microsoft UpdateInstall/update Java, Adobe Reader, Adobe Flash, pdf creatorOrg specific Apps (Database shortcut etc)Setup the Users profile, email accountHere’s your chance to standardize the desktop!Install Printers and other peripheralsAdd your tools: Ccleaner, Managed Care, Remote Access, etc.Defrag Disk, Run Ccleaner24 Maintenance
Uninstall unwanted Apps
XP or Win7 – Patched and updated
Latest hardware drivers etc.
Office 2007 – Patched and Updated
Antivirus – Updated
Setup Microsoft Update
Install/update Java, Adobe Reader, Adobe Flash, pdf creator
Org specific Apps (Database shortcut etc)
Setup the Users profile, email account
Here’s your chance to standardize the desktop!
Install Printers and other peripherals
Add your tools: Ccleaner, Managed Care, Remote Access, etc.
Defrag Disk, Run Ccleaner
Maintenance PC Decrapifier Identifies and Removes “Bloatware”
Setup Clients for “Microsoft Update” Combines Microsoft Product Updates Can be Automated 26 Maintenance
Updates and Service Patches Check Your Service Pack Rgtclk My Computer Properties General Tab System XP Service Pack 3 + Updates VISTA Service Pack 1 + Updates Win7 Just a few now Service Packs and Updates First Update?: Repeat until there are no more 27 Maintenance
Maintenance Caution Staff for “Gotchya’s” “Gotchya” 28
Maintenance Printers Get rid of your Inkjets Troubleshooting Printer Problems Look for the obvious Ck Cabling Network switches for Workgroup units Correct Printer Selected? Driver? Port? For jams remove toner(s) and trays and carefully remove paper pieces Frequent Jamming? Printer Maintenance Kit Give new Life to Printers Easy to install (pickup roller, transfer roller, takeup pad, etc.) Google “HP Printer Maintenance Kit” etc. Label Jams / Black Streaks / Marks Replace toner cartridge Clean with ONLY Alcohol and Qtip swabs Small Shop Vac to clean up toner deposits
Backups Good USB Flash Drives Full or Mini USB Hard Drives NAS Network Drive Server Share DLT Tapes? Not so Good Zip drives CD/DVD burning Chips (SD, Compaq..) 4mm or 8mm Tape 30 Maintenance
Antivirus Inexpensive from Techsoup.org Corporate Versions (for server networks) Symantec Corporate Symantec End Point Client only Versions Norton Antivirus 2010 31 Maintenance
Spyware / Malware New Antivirus handles Spyware Removal Applications Adaware or Spybot (Downloads.com) Malwarebytes.com 34 Maintenance
Maintenance Vulnerability Scanhttp://secunia.com/vulnerability_scanning/online/
36 Maintenance Security Issues Auto logoff Setup: Enable the screen saver, and set a password for it. Right click the desktop, choose properties, then screen saver. Enable it with the flavor of your choice, then click in the password box. Choose a time value in minutes for the screensaver to kick in, and you're done. Strong passwords 6 to 8 charactersNumber or SymbolCase change (cap/nocap)No WEP for wireless User Breeches Use a “Double NAT” to secure open “pubic” wireless Internal LAN WAP is secure 192.168.0.### Public WAP is open 192.168.1.### Network wire
6 to 8 characters
Number or Symbol
Case change (cap/nocap)
Maintenance System Cleanup CCleaner.com Download & Install ONE Cleaner Tab Analyze Run Cleaner 37
TWO Registry Tab Scan for Issues Fix Selected issues 38 Maintenance
Disk Defrag XP in System Tools Run 4 or 5 passes Auslogics Disk Defrag a must for VISTA SSD Drives DO NOT need Disk Defrag Win7 is improved! Runs repeated passes until optimized! 39 Maintenance www.auslogics.com/disk-defrag
Maintenance Encourage.. “Email Maintenance” Review and delete items in “Junk Email” folder Empty deleted mail Use the “File -> Archive” function to move old information to an archive file Compress your Outlook file (varies by program and account)
Troubleshooting Tips Check the obvious FIRST Cables, power cords, network devices, are other systems OK?, etc.. Wait !! Don’t Change the settings If it worked before it’s not probable it was changed “magically” Know your “Technical limits”Make the Call.. Tech Support is standing by! Tech Support callsBe specific and clearBe preparedSerial Numbers, Make and Model, Account Info, Service Tag, Express Service Code, … all before you pick up the phone!41 Maintenance
Check the obvious FIRST
Wait !! Don’t Change the settings
Know your “Technical limits”
Tech Support calls
Be specific and clear
Serial Numbers, Make and Model, Account Info, Service Tag, Express Service Code, … all before you pick up the phone!
Maintenance Safe Mode Loads bare-bones WindowsSafe ModeSafe Mode with NetworkIf error does not occur in Safe Mode, probably an error with a recently installed programUninstall recent programs, run virus scan, run spyware scan…. Cross Fingers!
Loads bare-bones Windows
Safe Mode with Network
If error does not occur in Safe Mode, probably an error with a recently installed program
Uninstall recent programs, run virus scan, run spyware scan…. Cross Fingers!
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