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Tips for the Accidental Techie Welcome! Mark Shaw Consulting Manager Presenter email@example.com Andy Wolber Executive Director firstname.lastname@example.org Adam King Technical Manager email@example.com Zakia Beshara Customer Relations Associate firstname.lastname@example.org 1 Introductions Name 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
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
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:
Allows detailed understanding of client
Degree of Virtualization and Efficiency for Client Managed Services are recurring services provided either on site or remotely on a contractual basis. IT as Investment:
Client understands value of IT
Client pays for downtime
Low investment/low return
Degree of Virtualization and Efficiency Source: NPower DC, slide modified to present generic picture of services.
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
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 cover
Router IP#, User & Pwd labeled to bottom
Velcro or Tape the Driver CD to printers/copiers Keep “key” files close easy to get to
Drivers, Ccleaner, Malwarebytes, Adobe9, Java, etc.
Tech Flash Drive
Tech Server or NAS share
Carry an Info txt File (secure it!)
Support Phone numbers
21 The Basics
Use a single Data Repository for Staff Easy to backup, recover, find, etc
Redirected My Documents (to server)
NAS or Server Drive Share
Helps to define data ownership
22 The Basics
New or Rebuilt System Setup Define your Setup “Boilerplate”
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
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 characters
Number or Symbol
Case 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
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)
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 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 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!
Maintenance System Restore
Restores Windows to a point in the past before problems occurred
Will not lose files or emails
Can help with bad spyware and virus infections
Start All Programs Accessories System Tools System Restore
Maintenance Cleaning a system Uninstall unused programs Uninstall toolbars Install all Microsoft updates Update anti-virus & run a full sys scan in Safe Mode Run a scan using housecall.trendmicro.com Update Spyware Malware and scan in Safe Mode Turn on system firewall Install CCleaner (cleaner and Registry tabs) Remove undesired start-up items Ck Startup Group Review Startup in CCleaner Defrag the drive Minor optimizations: Turn sounds off, Modify boot time, Optimize visuals for best performance, Make desktop single color
Bad Virus or Just “Messed Up” Destructive Rebuild Should be “hardware worthy” New? Great time to add more RAM, blowout dust, etc About 3 to 4 hrs for rebuild, updates and data migration. 1st! Backup Data, Email files, Favorites Remove HD Access as 2ndary on another system Place HD in an External USB HD Case Reload OS Save the Diagnostic Partition Delete (L) the Data Partition and reformat/install Reload drivers from Mfg website and build to Boilerplate 45 Maintenance
Maintenance Free Disk Imaging http://tinyurl.com/25gnnx
Work from ANY computer anywhere No backups, no server, no maintenance No client installations Secure
More about Cloud Apps
Still needs to be “managed” Might want to bump your bandwidth up 51 Tips and Tricks
Server Alternatives Simplify local file sharing and backups 52 Tips and Tricks $150 to $700 Easy setup and maintenance Reliable, secure Microsoft Home Server
10 user limit
Excellent Backup and Restore
Up to 4 Tb
Network Storage Device (NAS)
Good Backup & File Sharing
Size based on model & HD’s
Tips and Tricks Xobni.com Outlook Search Tool
Tips and Tricks LogMeIn.com Free access to your computer at the office Work on files, email, etc.
Tips and Tricks Zolved Free remote access Two sides 1) Support Person 2) User in need
Tips and Tricks http://j.mp Allows you to shorten, share, and track links
Tips and Tricks Pdf File Creation Generate from a “pdf printer” Generate from a “Save as”
PDF Creator - http://sourceforge.net/projects/pdfcreator/
PDF 995 – http://www.pdf995.com
SaveAsPDF for Office 2007 -- http://tinyurl.com/6lpoyd
Adobe Acrobat 9 - $299 retail
Buy or Upgrade 58
Buy or Upgrade Hardware Reality Check 3 to 5 years Old ? Match RAM to OS If needed usually worth a Rebuild Not worth extensive upgrades Older than 5 years ? Replace Issue with your “Boiler Plate” 59
Upgrade Memory System is 3 to 5 years old 98% of the time..Only HW upgrade worth doing “Bang for Buck” OS Guideline XP = 1-2Gb Vista Win7 = 3-4Gb USE A MEMORY CONFIGURATION TOOL!!! Example: Crucial.com, newegg.com, etc..
Buy Buy “Business Grade” “Consumer Grade” too much “Bloatware” Home and Home Office Small & Medium Business Enterprise Dell Examples
Buy Processor Components Performance variables between Series Models Number of Cores (Single, Duo, Quad..) Cache (2Mb, 6Mb, 12Mb) Speed (2.3Ghz) FSB (1333 mhz, 1066 mhz) Today Intel is king Good Core2 or Centrino Better Quad Core Best Core i7 and Extreme Versions Which is a better?
Network Upgrades Upgrade to Gigabit Switch “Quick Win” for network performance Great for Server / NAS and Clients less than 3yrs Cabling Cat5 Up to 100bt (250ft) Cat5e Up to 1000bt (200ft) Cat6 Better for Gb Firewall as a bottleneck? Newer Units can “Open up” available bandwidth
Network Upgrades Content Filtering As a.. Firewall Subscription Hosted Service www.opendns.com
Tech Resources Training 66
Tech Resources Searching
Tips and Tricks Search by: Hardware make / model number Error number Program name / version number Error description Operating system version Key phrase