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Tips for the Accidental Techie …

Tips for the Accidental Techie
Webinar 11/9/09

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  • A lot of people are asking me about XP and Vista and a lot of people confuse Vista and the new version of Office
  • A lot of people are asking me about XP and Vista and a lot of people confuse Vista and the new version of Office
  • Transcript

    • 1. Tips for the Accidental Techie
      Welcome!
      Mark Shaw
      Consulting Manager
      Presenter
      mark@mnaonline.org
      Andy Wolber
      Executive Director
      andy@mnaonline.org
      Adam King
      Technical Manager
      adam@mnaonline.org
      Zakia Beshara
      Customer Relations Associate
      zakia@mnaonline.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
    • 2. Great Tool to reach Staff
      2
    • 3. 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
    • 4. On the Menu Today!
      • NP Tech Support & Roles
      • 5. The Basics
      • 6. Maintenance
      • 7. Tips & Tricks
      • 8. Buy or Upgrade
      • 9. Tech Resources & Training
      4
    • 10. Nonprofit Tech Support
      And Roles
      5
    • 11. How Many IT Staff Per 100 Employees?
      HMO
      Government
      For profit
      Nonprofit
      Source: U.S. Bureau of Labor Statistics, Mass. Department of Education, 1998.
    • 12. Time Spent on IT Functions
      That’s 75%!
      Source: NTEN 2006 Nonprofit IT Staffing Survey Report.
    • 13. IT Service Evolution
      Chaotic – Reactive – Proactive – Managed – Utility
      Full Managed Services:
      • Service Level Agreement with fixed monthly cost
      • 14. HW as a Service (Hosting)‏
      • 15. SW as a Service (Hosting)‏
      Partial Managed Services:
      • Proactive
      • 16. Remote management
      • 17. 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:
      • Scheduled Support
      • 18. Client understands value of IT
      • 19. Somewhat proactive
      • 20. Downtime reduced
      Break/Fix:
      • Totally reactive
      • 21. Client pays for downtime
      • 22. Low investment/low return
      Degree of Virtualization and Efficiency
      Source: NPower DC, slide modified to present generic picture of services.
    • 23. Volunteers available
      Volunteers!
    • 24. 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
    • 25. Staff
    • 26. 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
    • 27. Contractors
    • 28. 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
    • 29. The Basics
      15
    • 30. The Basics
      Data Ownership Issues
      Make staff aware that the organization owns the data
      Including
      16
    • 36. Documentation
      Ziplock baggies
      Create a Network Binder
      Usernames, passwords, licensing, network diagram etc.
      17
      The Basics
    • 37. The Basics
      Network Binder Starting Point
      www.webjunction.org/do/DisplayContent?id=12489
    • 38. 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
    • 39. 20
    • 40. Others..
      Label Managed Devices
      • Printers Fixed IP# on the cover
      • 41. 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.
      • 42. Tech Flash Drive
      • 43. Tech Server or NAS share
      Carry an Info txt File (secure it!)
      21
      The Basics
    • 47. Use a single Data Repository for Staff
      Easy to backup, recover, find, etc
      • Redirected My Documents (to server)
      • 48. NAS or Server Drive Share
      • 49. Helps to define data ownership
      22
      The Basics
    • 50. Maintenance
      23
    • 51. New or Rebuilt System Setup
      Define your Setup “Boilerplate”
      • Uninstall unwanted Apps
      • 52. XP or Win7 – Patched and updated
      • 53. Latest hardware drivers etc.
      • 54. Office 2007 – Patched and Updated
      • 55. Antivirus – Updated
      • 56. Setup Microsoft Update
      • 57. Install/update Java, Adobe Reader, Adobe Flash, pdf creator
      • 58. Org specific Apps (Database shortcut etc)
      • 59. Setup the Users profile, email account
      • 60. Here’s your chance to standardize the desktop!
      • 61. Install Printers and other peripherals
      • 62. Add your tools: Ccleaner, Managed Care, Remote Access, etc.
      • 63. Defrag Disk, Run Ccleaner
      24
      Maintenance
    • 64. Maintenance
      PC Decrapifier
      Identifies and Removes “Bloatware”
    • 65. Setup Clients for “Microsoft Update”
      Combines Microsoft Product Updates
      Can be Automated
      26
      Maintenance
    • 66. 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
    • 67. Maintenance
      Caution Staff for “Gotchya’s”
      “Gotchya”
      28
    • 68. 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
    • 69. 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
    • 70. Antivirus
      Inexpensive from Techsoup.org
      Corporate Versions (for server networks)
      Symantec Corporate
      Symantec End Point
      Client only Versions
      Norton Antivirus 2010
      31
      Maintenance
    • 71. Maintenance
      http://j.mp/MicrosoftSecurity
    • 72. Maintenance
    • 73. Spyware / Malware
      New Antivirus handles Spyware
      Removal Applications
      Adaware or Spybot
      (Downloads.com)
      Malwarebytes.com
      34
      Maintenance
    • 74. Maintenance
      Vulnerability Scanhttp://secunia.com/vulnerability_scanning/online/
    • 75. 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
      • 76. Number or Symbol
      • 77. 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
    • 78. Maintenance
      System Cleanup
      CCleaner.com
      Download & Install
      ONE
      Cleaner Tab
      Analyze
      Run Cleaner
      37
    • 79. TWO
      Registry Tab
      Scan for Issues
      Fix Selected issues
      38
      Maintenance
    • 80. 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
    • 81. 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)
    • 82. 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 calls
      • 83. Be specific and clear
      • 84. Be prepared
      • 85. Serial Numbers, Make and Model, Account Info, Service Tag, Express Service Code, … all before you pick up the phone!
      41
      Maintenance
    • 86. Maintenance
      Safe Mode
      • Loads bare-bones Windows
      • 87. Safe Mode
      • 88. Safe Mode with Network
      • 89. If error does not occur in Safe Mode, probably an error with a recently installed program
      • 90. 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
      • 91. Will not lose files or emails
      • 92. Can help with bad spyware and virus infections
      • 93. 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
    • 94. 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
    • 95. Maintenance
      Free Disk Imaging
      http://tinyurl.com/25gnnx
    • 96. Maintenance
      Computer Lab?http://tinyurl.com/ytknan
    • 97. Maintenance
      • Schedule Maintenance Tasks
      • 98. Define what you expect Users to do
      Weekly
      Check backup
      Check anti-virus
      Check anti-spyware software
      Ccleaner “Cleaner Tab”
      Browser Clean
      Monthly
      Yearly
      • Cleankeyboard & mouse
      • 106. Check all software updates and versions
      • 107. Optional: image your system
      • 108. Optional: reformat and clean reinstall
      • 109. Archive email every 6 to 12 months
    • Tips and Tricks
      49
    • 110. Tips and Tricks
      Office 2003 Compatibility Pack
      50
      .doc
      .ppt
      .xls
      .docx
      .pptx
      .xlsx
      http://office.microsoft.com/en-us/products/ha101686761033.aspx?WT.mc_id=42
    • 111. Migrate Server Apps to the “Cloud”
      • Exchange, Database, Financials,
      • 112. Cost effective over Internal Server & App
      • 113. Advantages of Cloud Apps
      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
    • 114. Server Alternatives
      Simplify local file sharing and backups
      52
      Tips and Tricks
      $150 to $700
      Easy setup and maintenance
      Reliable, secure
      Microsoft Home Server
      Network Storage Device (NAS)
      • Unlimited Users
      • 118. Good Backup & File Sharing
      • 119. Reliable
      • 120. Size based on model & HD’s
    • Tips and Tricks
      Xobni.com
      Outlook Search Tool
    • 121. Tips and Tricks
      LogMeIn.com
      Free access to your computer at the office
      Work on files, email, etc.
    • 122. Tips and Tricks
      Zolved
      Free remote access
      Two sides 1) Support Person 2) User in need
    • 123. Tips and Tricks
      http://j.mp
      Allows you to shorten, share, and track links
    • 124. Tips and Tricks
      Pdf File Creation
      Generate from a “pdf printer”
      Generate from a “Save as”
      • PDF Creator - http://sourceforge.net/projects/pdfcreator/
      • 125. PDF 995 – http://www.pdf995.com
      • 126. SaveAsPDF for Office 2007 -- http://tinyurl.com/6lpoyd
      • 127. All Free!
      Adobe Acrobat 9 - $299 retail
    • 128. Buy or Upgrade
      58
    • 129. 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
    • 130. 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..
    • 131. Buy
      Buy “Business Grade”
      “Consumer Grade” too much “Bloatware”
      Home and Home Office
      Small & Medium Business
      Enterprise
      Dell Examples
      • Dell Vostro
      • 132. Dell Optiplex
    • 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?
    • 133. Buy
      ?
      Intel Integrated X4500Hd NvidiaGforce 9800 512mb
    • 134. 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
    • 135. Network Upgrades
      Content Filtering
      As a..
      Firewall Subscription
      Hosted Service
      www.opendns.com
    • 136. Tech Resources
      Training
      66
    • 137. Tech Resources
      Searching
    • 138. Tips and Tricks
      Search by:
      Hardware make / model number
      Error number
      Program name / version number
      Error description
      Operating system version
      Key phrase
    • 139. Tech Resources
      http://NPTechguide.pbwiki.com/
    • 140. Tech Resources
    • 141. Tech Resources
    • 142. Tech Resources
      By Sue Bennett
    • 143. Tech Resources
      TechSoup.org Software AND NPO Information
      • Microsoft Office 2007 Professional - $20
      • 144. PeachTree Premium Accounting 2009 - $65
      • 145. Quickbooks Premier 2008 - $45
    • Online Training
      Office.Microsoft.com
      Free training and demos for Office 2003 & 2007
    • 146. Online Training
      HP.com/go/learningcenter
      Basic computer, email, Office suite training
    • 147. Online Training
      Nonprofit Technology Webinars and Info Source
      NTEN.org
      Idealware.org

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