Mark Shaw
Consulting Manager
Presenter
mark@highwayt.org
Adam King
Technology Manager
adam@highwayt.org
1
Reminder to Mute...
Slides Available from…
http://www.slideshare.net/highwayt
These Slides are Numbered in case you need to follow that way
2
 Tech Support & Roles
 The Basics
 Maintenance
 Tips & Tricks
 Upgrades and New Purchases
 Tech Resources & Training...
NonprofitTech Support
And Roles
4
How Many IT Staff Per 100 Employees?
HMO
Government
For profit
Nonprofit
Source: U.S. Bureau of Labor Statistics, Mass. De...
29% Contract on an as-needed basis
25% In-house MIS staff
22% Tech support w/1 or more
providers
13% No formal approach to...
Time Spent on IT Functions
Desktop
Support
41%
Infrastructure
20%
Management
13%
Knowledge
Management
10%
Application
Deve...
Staff
8
Staff are best for:
• Initial troubleshooting
• Triaging issues before escalating
externally
• Projects that require immed...
Contractors 10
Contractors are best for:
• Issues that require significant, rarely
needed expertise
• One-time projects
Server configurat...
Volunteers available
Volunteers!12
Volunteers are best for:
• Short term projects
• Projects that have an easily definable end
• Projects that aren’t time se...
The Basics
14
Data Ownership Issues
Tell staff that the organization owns the data
Including
Email
Financials
Documentation
Database...
${#}
Keep documentation "in the bag"
http://www.flickr.com/photos/srharris/3643864625/
${#}
One binder to ring them all.
http://www.flickr.com/photos/span112/3503394977/
${#}
http://hwyt.me/NPNotebook
Create an Inventory
Why?
• Insurance
• Audits
• Easy to identify upgrades
Inventory Tools
• Belarc Advisor
– Download.com
...
20
One Data Area
• Easy to backup, recover, find, etc
Redirected My Documents (to server)
NAS or Server Drive Share 21
The ...
${#}
Label printers, routers
http://www.flickr.com/photos/jenniewoo/27698222/
${#}
Flashdrives: programs, drivers & text files
http://www.flickr.com/photos/m-s-y/3895688671/
Maintenance
24
New or Rebuilt System Setup
Define your “Boilerplate”
 Uninstall unwanted Apps
 XP or Win7 – Patched and updated
 Lates...
Setup Clients for “Microsoft Update”
• Combines Microsoft Product Updates
• Can be Automated
26
Maintenance
Updates and Service Patches
Check Your Service Pack
1. Rgt clk My Computer
2. Properties
3. General Tab
4. System
XP Servi...
Don’t be “Duped”
28
Maintenance
Printers
Get rid of your Inkjets
Troubleshooting Printer Problems
• Look for the obvious
– Ck Cabling
– Network switches f...
Backups
Good
• USB Flash Drives
• Full or Mini USB Hard Drives
• NAS Network Drive
• Server Share
Not so Good
• Zip drives...
Antivirus
Inexpensive from Techsoup.org
Corporate Versions (for server networks)
Symantec Corporate
Symantec End Point
Cli...
Maintenance
http://j.mp/MicrosoftSecurity
32
Maintenance
33
Online Scanning
Spyware / Malware
New Antivirus handles Spyware
Removal Applications
Spybot
Malwarebytes.com
34
Maintenance
Vulnerability Scan
http://secunia.com/vulnerability_scanning/online/
Maintenance
35
${#}
Passwords: Alpha/Numeric/Case Mix
Largest Security Problem?
Security
Browser Cleanup
Internet Explorer 6
Tools, Internet Options
» Delete files (check box)
» Delete Cookies
» Clear History
In...
${#}
www.ccleaner.com
System Cleanup
CCleaner.com
Download & Install
ONE
Cleaner Tab
1) Analyze
2) Run Cleaner
39
Maintenance
TWO
Registry Tab
1) Scan for Issues
2) Fix Selected issues
40
Maintenance
Disk Defrag
1. XP in System Tools
2. Run 4 or 5 passes
3. VISTA defrag tool is No Good!
4. SSD Drives DO NOT need Disk Def...
• Review and delete items
in “Junk Email” folder
• Empty deleted mail
• Use the “File -> Archive”
function to move old
inf...
Troubleshooting Tips
 Check the obvious FIRST
Cables, power cords, network devices, are other systems OK?, etc..
 Wait !...
Safe Mode
Loads bare-bones Windows
Safe Mode
Safe Mode with Networking
Maintenance
44
Cleaning a system
• Uninstall unused
programs
• Uninstall toolbars
• Install all Microsoft
updates
• Update anti-virus & r...
Destructive Rebuild
• Should be worth the rebuild
• Great time to add more RAM, blowout dust, etc
• About 3 to 4 hrs for r...
Maintenance
Free Disk Imaging
http://tinyurl.com/25gnnx
47
Computer Lab?
Maintenance
48
SteadyState Deep Freeze
Maintenance
Weekly
• Check backup
• Check anti-virus
• Check anti-spyware
software
• Ccleaner “Cleaner
Tab”
Monthly
• Manu...
Maintenance
50
Lets Break!
Questions?
51
Tips andTricks
52
Office 2003 Compatibility Pack
Tips andTricks
53
.doc
.ppt
.xls
.docx
.pptx
.xlsx
http://office.microsoft.com/en-us/produc...
Migrate Server Apps to the “Cloud”
Exchange, Database, Financials,
Cost effective over Internal Server & App
Advantages...
Server Alternatives
Simplify local file sharing and backups
55
$150 to $700
Easy setup and maintenance
Reliable, secure
1....
${#}
Tips andTricks
Online Offsite Backups
${#}
www.LogMeIn.com
Remote Access
Zolved Join.me
– Free remote access
– Two sides 1) Support Person 2) User in need
Tips and Tricks
58
Adobe Acrobat 9 - $299
retail
Pdf File Creation
1. Generate from a “pdf printer”
2. Generate from a “Save as”
 PDF Creato...
http://chrome.google.com
60
${#}
http://hwyt.me/optimizewindows
${#}
www.microsoft.com/atwork/
Upgrades and New
Purchases
63
Hardware Reality Check
3 to 5 years Old ?
Older than 5 years ?
64
Buy or Upgrade
Memory
90% Only Hardware upgrade worth doing
Most Bang for Buck
• USE A MEMORY CONFIGURATION TOOL!!!
Upgrade
65
${#}
www.crucial.com
${#}
Suggest
1 - 2 Gb
Suggest
2 - 4+ Gb
Also know that Windows versions have varying maximum RAM limits.
${#}
$800+
1-year
warranty
5-year life
$1,300+
3-year
warranty
3-year life
www.toshibadirect.com: NB305 (left); www.dell.c...
${#}
Standardize on Corporate Make, Models
${#}
Avoid Bloatware
Buy “Business Grade” NOT “Consumer Grade”
Buy
Home and Home Office
Small & Medium Business
Enterprise
Dell...
${#}
www.pcdecrapifier.com
Processor Components
• Performance variables between Series Models
– Number of Cores (Single, Duo, Quad..)
– Cache (2Mb, 6...
?
Intel Integrated X4500Hd Nvidia Gforce 9800 512mb
Buy
74
Upgrade to Gigabit Switch
“Quick Win” for network performance
Great for Server / NAS and Clients less than 3yrs
Cabling
Ca...
Content Filtering
Network Upgrades
As a..
1) Firewall Subscription
2) Hosted Service
www.opendns.com
76
${#}
http://home.cisco.com/en-us/wireless/linksys/
Tech Resources
Training
78
By Sue
Bennett
79
${#}
techguide.npowermichigan.org
Office.Microsoft.com
Free training and demos for Office and More!
81
${#}
http://hp.com/go/learningcenter
www.nten.org
83
www.idealware.org
84
Search by:
• Hardware make / model number
• Error number
• Program name / version number
• Error description
• Operating s...
www.webjunction.org/do/DisplayContent?id=12489
Tech Resources
86
Tech Resources
87
${#}
${#}
Tech Resources
90
Great Tool to reach Staff
91
${#}
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Accidental Techie 11 16-2010

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Tips For The Accidental Techie

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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
  • Accidental Techie 11 16-2010

    1. 1. Mark Shaw Consulting Manager Presenter mark@highwayt.org Adam King Technology Manager adam@highwayt.org 1 Reminder to Mute Mute *6 on your phone
    2. 2. Slides Available from… http://www.slideshare.net/highwayt These Slides are Numbered in case you need to follow that way 2
    3. 3.  Tech Support & Roles  The Basics  Maintenance  Tips & Tricks  Upgrades and New Purchases  Tech Resources & Training 3
    4. 4. NonprofitTech Support And Roles 4
    5. 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. 5
    6. 6. 29% Contract on an as-needed basis 25% In-house MIS staff 22% Tech support w/1 or more providers 13% No formal approach to IT support 9% Volunteers to our agency 2% Friends and family of staff Source: Bayer Center for Nonprofit Management Study, 2008. Survey of 330 nonprofit organizations. 6 For NPO’s .. How is the work getting done?
    7. 7. Time Spent on IT Functions Desktop Support 41% Infrastructure 20% Management 13% Knowledge Management 10% Application Development 8% Training 8% Source: NTEN 2006 Nonprofit IT Staffing Survey Report. 7
    8. 8. Staff 8
    9. 9. Staff are best for: • Initial troubleshooting • Triaging issues before escalating externally • Projects that require immediate assistance • Maintaining critical documentation • Direction for others implementing long- term projects 9
    10. 10. Contractors 10
    11. 11. 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 11
    12. 12. Volunteers available Volunteers!12
    13. 13. 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 13
    14. 14. The Basics 14
    15. 15. Data Ownership Issues Tell staff that the organization owns the data Including Email Financials Documentation Databases Websites Other The Basics 15
    16. 16. ${#} Keep documentation "in the bag" http://www.flickr.com/photos/srharris/3643864625/
    17. 17. ${#} One binder to ring them all. http://www.flickr.com/photos/span112/3503394977/
    18. 18. ${#} http://hwyt.me/NPNotebook
    19. 19. Create an Inventory Why? • Insurance • Audits • Easy to identify upgrades Inventory Tools • Belarc Advisor – Download.com – Best for small Org’s fewer systems • Spiceworks – For Larger client/server – Have to purchase – Includes Helpdesk Trouble Ticket – Can be enabled/disabled to help server/network performance issue 19 The Basics
    20. 20. 20
    21. 21. One Data Area • Easy to backup, recover, find, etc Redirected My Documents (to server) NAS or Server Drive Share 21 The Basics
    22. 22. ${#} Label printers, routers http://www.flickr.com/photos/jenniewoo/27698222/
    23. 23. ${#} Flashdrives: programs, drivers & text files http://www.flickr.com/photos/m-s-y/3895688671/
    24. 24. Maintenance 24
    25. 25. New or Rebuilt System Setup Define your “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 25 Maintenance
    26. 26. Setup Clients for “Microsoft Update” • Combines Microsoft Product Updates • Can be Automated 26 Maintenance
    27. 27. Updates and Service Patches Check Your Service Pack 1. Rgt clk My Computer 2. Properties 3. General Tab 4. System XP Service Pack 3 + Updates VISTA Service Pack 2 + Updates Win7 Updates, No Service Pack yet Keep running “Check for Updates” until there are no more! 27 Maintenance
    28. 28. Don’t be “Duped” 28 Maintenance
    29. 29. 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 Maintenance 29
    30. 30. Backups Good • USB Flash Drives • Full or Mini USB Hard Drives • NAS Network Drive • Server Share Not so Good • Zip drives • CD/DVD burning • Chips (SD, Compaq..) • Tape 30 Maintenance
    31. 31. Antivirus Inexpensive from Techsoup.org Corporate Versions (for server networks) Symantec Corporate Symantec End Point Client only Versions Norton Antivirus 2011 31 Maintenance
    32. 32. Maintenance http://j.mp/MicrosoftSecurity 32
    33. 33. Maintenance 33 Online Scanning
    34. 34. Spyware / Malware New Antivirus handles Spyware Removal Applications Spybot Malwarebytes.com 34 Maintenance
    35. 35. Vulnerability Scan http://secunia.com/vulnerability_scanning/online/ Maintenance 35
    36. 36. ${#} Passwords: Alpha/Numeric/Case Mix Largest Security Problem? Security
    37. 37. Browser Cleanup Internet Explorer 6 Tools, Internet Options » Delete files (check box) » Delete Cookies » Clear History Internet Explorer 7 or 8 Tools, Internet Options » Delete » Delete All (check box) 37 Maintenance
    38. 38. ${#} www.ccleaner.com
    39. 39. System Cleanup CCleaner.com Download & Install ONE Cleaner Tab 1) Analyze 2) Run Cleaner 39 Maintenance
    40. 40. TWO Registry Tab 1) Scan for Issues 2) Fix Selected issues 40 Maintenance
    41. 41. Disk Defrag 1. XP in System Tools 2. Run 4 or 5 passes 3. VISTA defrag tool is No Good! 4. SSD Drives DO NOT need Disk Defrag 41 Maintenance
    42. 42. • Review and delete items in “Junk Email” folder • Empty deleted mail • Use the “File -> Archive” function to move old information to an archive file • Once or Twice a year Email Maintenance Maintenance 42
    43. 43. 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  Be specific and clear  Be prepared  Serial Numbers, Make and Model, Account Info, Service Tag, Express Service Code, … all before you pick up the phone! 43 Maintenance
    44. 44. Safe Mode Loads bare-bones Windows Safe Mode Safe Mode with Networking Maintenance 44
    45. 45. 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 group 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 Maintenance 45
    46. 46. Destructive Rebuild • Should be worth the rebuild • 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 » Vantec NexStar Hard Drive Dock • Reload OS – Save the Diagnostic Partition – Delete (L) the Data Partition and reformat/install • Reload drivers from Mfg website and build to Boilerplate 46 Maintenance
    47. 47. Maintenance Free Disk Imaging http://tinyurl.com/25gnnx 47
    48. 48. Computer Lab? Maintenance 48 SteadyState Deep Freeze
    49. 49. Maintenance Weekly • Check backup • Check anti-virus • Check anti-spyware software • Ccleaner “Cleaner Tab” Monthly • Manual check for Microsoft updates • Manual update security software: – Anti-virus – Anti-spyware • Run a full system scan: – Anti-virus – Spyware Malware • Defragment disk Yearly • Clean keyboard & mouse • Check all software updates and versions • Optional: image your system • Optional: reformat and clean reinstall • Archive email every 6 to 12 months •Schedule Maintenance Tasks •Define what you expect Users to do 49
    50. 50. Maintenance 50
    51. 51. Lets Break! Questions? 51
    52. 52. Tips andTricks 52
    53. 53. Office 2003 Compatibility Pack Tips andTricks 53 .doc .ppt .xls .docx .pptx .xlsx http://office.microsoft.com/en-us/products/ha101686761033.aspx?WT.mc_id=42
    54. 54. Migrate Server Apps to the “Cloud” Exchange, Database, Financials, Cost effective over Internal Server & App 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 54 Tips andTricks
    55. 55. Server Alternatives Simplify local file sharing and backups 55 $150 to $700 Easy setup and maintenance Reliable, secure 1. Microsoft Home Server  10 user limit  Excellent Backup and Restore  Reliable  Up to 4 Tb 2. Network Storage Device (NAS)  Unlimited Users  Good Backup & File Sharing  Reliable  Size based on model & HD’s Tips andTricks
    56. 56. ${#} Tips andTricks Online Offsite Backups
    57. 57. ${#} www.LogMeIn.com Remote Access
    58. 58. Zolved Join.me – Free remote access – Two sides 1) Support Person 2) User in need Tips and Tricks 58
    59. 59. Adobe Acrobat 9 - $299 retail Pdf File Creation 1. Generate from a “pdf printer” 2. 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  All Free! Tips andTricks 59
    60. 60. http://chrome.google.com 60
    61. 61. ${#} http://hwyt.me/optimizewindows
    62. 62. ${#} www.microsoft.com/atwork/
    63. 63. Upgrades and New Purchases 63
    64. 64. Hardware Reality Check 3 to 5 years Old ? Older than 5 years ? 64 Buy or Upgrade
    65. 65. Memory 90% Only Hardware upgrade worth doing Most Bang for Buck • USE A MEMORY CONFIGURATION TOOL!!! Upgrade 65
    66. 66. ${#} www.crucial.com
    67. 67. ${#} Suggest 1 - 2 Gb Suggest 2 - 4+ Gb Also know that Windows versions have varying maximum RAM limits.
    68. 68. ${#} $800+ 1-year warranty 5-year life $1,300+ 3-year warranty 3-year life www.toshibadirect.com: NB305 (left); www.dell.com: Vostro (middle), Dell Latitude E6410 (right) $400+ 1-year warranty 3-year life
    69. 69. ${#} Standardize on Corporate Make, Models
    70. 70. ${#}
    71. 71. Avoid Bloatware Buy “Business Grade” NOT “Consumer Grade” Buy Home and Home Office Small & Medium Business Enterprise Dell Examples •Dell Vostro •Dell Optiplex 71
    72. 72. ${#} www.pcdecrapifier.com
    73. 73. 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 i3, i5, i7 Buy Which is a better? 73
    74. 74. ? Intel Integrated X4500Hd Nvidia Gforce 9800 512mb Buy 74
    75. 75. 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 Use a “Double NAT” to secure open “pubic” wireless Network Upgrades Internal LAN WAP is secure 192.168.0.### Public WAP is open 192.168.1.### 75
    76. 76. Content Filtering Network Upgrades As a.. 1) Firewall Subscription 2) Hosted Service www.opendns.com 76
    77. 77. ${#} http://home.cisco.com/en-us/wireless/linksys/
    78. 78. Tech Resources Training 78
    79. 79. By Sue Bennett 79
    80. 80. ${#} techguide.npowermichigan.org
    81. 81. Office.Microsoft.com Free training and demos for Office and More! 81
    82. 82. ${#} http://hp.com/go/learningcenter
    83. 83. www.nten.org 83
    84. 84. www.idealware.org 84
    85. 85. Search by: • Hardware make / model number • Error number • Program name / version number • Error description • Operating system version • Key phrase Tips andTricks 85
    86. 86. www.webjunction.org/do/DisplayContent?id=12489 Tech Resources 86
    87. 87. Tech Resources 87
    88. 88. ${#}
    89. 89. ${#}
    90. 90. Tech Resources 90
    91. 91. Great Tool to reach Staff 91
    92. 92. ${#}

    ×