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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