Tips For The At Web


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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
  • Tips For The At Web

    1. 1. Tips for the Accidental Techie<br />Welcome! <br />Mark Shaw<br />Consulting Manager<br />Presenter<br /><br />Andy Wolber<br />Executive Director<br /><br />Adam King<br />Technical Manager<br /><br />Zakia Beshara<br />Customer Relations Associate<br /><br />1<br />Introductions<br /> Name<br /> What Org are you with<br /> What are you here to learn?<br /> For our Webinar today<br /> As your Tech Outreach Tool?<br /> Mute *6 on your phone<br />
    2. 2. Great Tool to reach Staff <br />2<br />
    3. 3. Slides and Attachment Available from… slides are Numbered in case you need to follow that wayAttachment<br />3<br />
    4. 4. On the Menu Today!<br /><ul><li>NP Tech Support & Roles
    5. 5. The Basics
    6. 6. Maintenance
    7. 7. Tips & Tricks
    8. 8. Buy or Upgrade
    9. 9. Tech Resources & Training</li></ul>4<br />
    10. 10. Nonprofit Tech Support<br />And Roles<br />5<br />
    11. 11. How Many IT Staff Per 100 Employees?<br />HMO<br />Government<br />For profit<br />Nonprofit<br />Source: U.S. Bureau of Labor Statistics, Mass. Department of Education, 1998.<br />
    12. 12. Time Spent on IT Functions<br />That’s 75%!<br />Source: NTEN 2006 Nonprofit IT Staffing Survey Report.<br />
    13. 13. IT Service Evolution<br />Chaotic – Reactive – Proactive – Managed – Utility<br />Full Managed Services: <br /><ul><li> Service Level Agreement with fixed monthly cost
    14. 14. HW as a Service (Hosting)‏
    15. 15. SW as a Service (Hosting)‏</li></ul>Partial Managed Services:<br /><ul><li> Proactive
    16. 16. Remote management
    17. 17. Allows detailed understanding of client</li></ul>Degree of Virtualization and Efficiency for Client<br />Managed Services are recurring services provided either on site or remotely on a contractual basis.<br />IT as Investment:<br /><ul><li> Scheduled Support
    18. 18. Client understands value of IT
    19. 19. Somewhat proactive
    20. 20. Downtime reduced</li></ul>Break/Fix:<br /><ul><li> Totally reactive
    21. 21. Client pays for downtime
    22. 22. Low investment/low return</li></ul>Degree of Virtualization and Efficiency<br />Source: NPower DC, slide modified to present generic picture of services.<br />
    23. 23. Volunteers available<br />Volunteers!<br />
    24. 24. Volunteers are best for:<br />Short term projects<br />Projects that have an easily definable end<br />Projects that aren’t time sensitive<br />Projects that aren’t critical<br />
    25. 25. Staff<br />
    26. 26. Staff are best for:<br />Simple troubleshooting<br />Triaging issues before escalating externally<br />Projects that require immediate assistance<br />Maintaining critical documentation<br />Direction for others implementing long-term projects<br />
    27. 27. Contractors<br />
    28. 28. Contractors are best for:<br />Issues that require significant, rarely needed expertise<br />One-time projects<br />Server configuration / upgrade / migration<br />Database development<br />Multi-site integration<br />Phone system setup<br />
    29. 29. The Basics<br />15<br />
    30. 30. The Basics<br />Data Ownership Issues<br />Make staff aware that the organization owns the data<br /> Including<br /><ul><li>Email
    31. 31. Financials
    32. 32. Documentation
    33. 33. Databases
    34. 34. Websites
    35. 35. Other</li></ul>16<br />
    36. 36. Documentation<br />Ziplock baggies<br />Create a Network Binder<br />Usernames, passwords, licensing, network diagram etc.<br />17<br />The Basics<br />
    37. 37. The Basics<br />Network Binder Starting Point<br /><br />
    38. 38. Create an Inventory<br />Why? <br />Insurance<br />Audits<br />Easy to identify hardware needs<br />Inventory Tools<br />Belarc Advisor <br /><br />Best for small Org’s fewer systems<br />Spiceworks<br />For Larger client/server<br />Not free<br />Includes Helpdesk Trouble Ticket<br />Can be enabled/disabled to help server/network performance issue<br />19<br />The Basics<br />
    39. 39. 20<br />
    40. 40. Others..<br />Label Managed Devices<br /><ul><li>Printers Fixed IP# on the cover
    41. 41. Router IP#, User & Pwd labeled to bottom</li></ul>Velcro or Tape the Driver CD to printers/copiers<br />Keep “key” files close easy to get to<br /><ul><li>Drivers, Ccleaner, Malwarebytes, Adobe9, Java, etc.
    42. 42. Tech Flash Drive
    43. 43. Tech Server or NAS share</li></ul>Carry an Info txt File (secure it!)<br /><ul><li>Accounts
    44. 44. URL’s user/pwd
    45. 45. Support Phone numbers
    46. 46. Contact Names</li></ul>21<br />The Basics<br />
    47. 47. Use a single Data Repository for Staff<br />Easy to backup, recover, find, etc<br /><ul><li>Redirected My Documents (to server)
    48. 48. NAS or Server Drive Share
    49. 49. Helps to define data ownership</li></ul>22<br />The Basics<br />
    50. 50. Maintenance<br />23<br />
    51. 51. New or Rebuilt System Setup<br />Define your Setup “Boilerplate”<br /><ul><li>Uninstall unwanted Apps
    52. 52. XP or Win7 – Patched and updated
    53. 53. Latest hardware drivers etc.
    54. 54. Office 2007 – Patched and Updated
    55. 55. Antivirus – Updated
    56. 56. Setup Microsoft Update
    57. 57. Install/update Java, Adobe Reader, Adobe Flash, pdf creator
    58. 58. Org specific Apps (Database shortcut etc)
    59. 59. Setup the Users profile, email account
    60. 60. Here’s your chance to standardize the desktop!
    61. 61. Install Printers and other peripherals
    62. 62. Add your tools: Ccleaner, Managed Care, Remote Access, etc.
    63. 63. Defrag Disk, Run Ccleaner</li></ul>24<br />Maintenance<br />
    64. 64. Maintenance<br />PC Decrapifier<br />Identifies and Removes “Bloatware”<br />
    65. 65. Setup Clients for “Microsoft Update”<br />Combines Microsoft Product Updates<br />Can be Automated<br />26<br />Maintenance<br />
    66. 66. Updates and Service Patches<br />Check Your Service Pack<br />Rgtclk My Computer<br />Properties<br />General Tab<br />System<br />XP Service Pack 3 + Updates<br />VISTA Service Pack 1 + Updates<br />Win7 Just a few now<br />Service Packs and Updates<br />First Update?: Repeat until there are no more<br />27<br />Maintenance<br />
    67. 67. Maintenance<br />Caution Staff for “Gotchya’s”<br />“Gotchya”<br />28<br />
    68. 68. Maintenance<br />Printers<br />Get rid of your Inkjets<br />Troubleshooting Printer Problems<br />Look for the obvious<br />Ck Cabling <br />Network switches for Workgroup units<br />Correct Printer Selected? Driver? Port?<br />For jams remove toner(s) and trays and carefully remove paper pieces<br />Frequent Jamming?<br />Printer Maintenance Kit<br />Give new Life to Printers<br />Easy to install (pickup roller, transfer roller, takeup pad, etc.)<br />Google “HP Printer Maintenance Kit” etc.<br />Label Jams / Black Streaks / Marks<br />Replace toner cartridge<br />Clean with ONLY Alcohol and Qtip swabs<br />Small Shop Vac to clean up toner deposits<br />
    69. 69. Backups<br />Good<br />USB Flash Drives<br />Full or Mini USB Hard Drives<br />NAS Network Drive<br />Server Share<br />DLT Tapes?<br />Not so Good<br />Zip drives<br />CD/DVD burning<br />Chips (SD, Compaq..)<br />4mm or 8mm Tape<br />30<br />Maintenance<br />
    70. 70. Antivirus<br />Inexpensive from<br />Corporate Versions (for server networks)<br /> Symantec Corporate<br /> Symantec End Point<br />Client only Versions<br /> Norton Antivirus 2010<br />31<br />Maintenance<br />
    71. 71. Maintenance<br /><br />
    72. 72. Maintenance<br />
    73. 73. Spyware / Malware <br />New Antivirus handles Spyware<br />Removal Applications<br />Adaware or Spybot<br /> ( <br /><br />34<br />Maintenance<br />
    74. 74. Maintenance<br />Vulnerability Scan<br />
    75. 75. 36<br />Maintenance<br />Security Issues<br />Auto logoff<br />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&apos;re done. <br />Strong passwords<br /><ul><li>6 to 8 characters
    76. 76. Number or Symbol
    77. 77. Case change (cap/nocap)</li></ul>No WEP for wireless<br />User Breeches<br />Use a “Double NAT” to secure open “pubic” wireless<br />Internal LAN<br />WAP is secure<br />192.168.0.###<br />Public<br />WAP is open<br />192.168.1.###<br />Network wire<br />
    78. 78. Maintenance<br />System Cleanup<br /><br />Download & Install<br />ONE<br />Cleaner Tab<br />Analyze<br />Run Cleaner<br />37<br />
    79. 79. TWO<br />Registry Tab<br />Scan for Issues<br />Fix Selected issues<br />38<br />Maintenance<br />
    80. 80. Disk Defrag<br />XP in System Tools<br />Run 4 or 5 passes<br />Auslogics Disk Defrag a must for VISTA<br />SSD Drives DO NOT need Disk Defrag<br />Win7 is improved! <br />Runs repeated passes until optimized! <br />39<br />Maintenance<br /><br />
    81. 81. Maintenance<br />Encourage.. “Email Maintenance”<br />Review and delete items in “Junk Email” folder<br />Empty deleted mail<br />Use the “File -&gt; Archive” function to move old information to an archive file<br />Compress your Outlook file (varies by program and account)<br />
    82. 82. Troubleshooting Tips<br /><ul><li>Check the obvious FIRST</li></ul> Cables, power cords, network devices, are other systems OK?, etc..<br /><ul><li>Wait !! Don’t Change the settings</li></ul> If it worked before it’s not probable it was changed “magically”<br /><ul><li>Know your “Technical limits”</li></ul>Make the Call.. Tech Support is standing by!<br /><ul><li>Tech Support calls
    83. 83. Be specific and clear
    84. 84. Be prepared
    85. 85. Serial Numbers, Make and Model, Account Info, Service Tag, Express Service Code, … all before you pick up the phone!</li></ul>41<br />Maintenance<br />
    86. 86. Maintenance<br />Safe Mode<br /><ul><li>Loads bare-bones Windows
    87. 87. Safe Mode
    88. 88. Safe Mode with Network
    89. 89. If error does not occur in Safe Mode, probably an error with a recently installed program
    90. 90. Uninstall recent programs, run virus scan, run spyware scan…. Cross Fingers!</li></li></ul><li>Maintenance<br />System Restore <br /><ul><li>Restores Windows to a point in the past before problems occurred
    91. 91. Will not lose files or emails
    92. 92. Can help with bad spyware and virus infections
    93. 93. Start  All Programs  Accessories  System Tools  System Restore</li></li></ul><li>Maintenance<br />Cleaning a system<br />Uninstall unused programs<br />Uninstall toolbars<br />Install all Microsoft updates<br />Update anti-virus & run a full sys scan in Safe Mode<br />Run a scan using<br />Update Spyware Malware and scan in Safe Mode<br />Turn on system firewall<br />Install CCleaner (cleaner and Registry tabs)<br />Remove undesired start-up items<br />Ck Startup Group<br />Review Startup in CCleaner<br />Defrag the drive<br />Minor optimizations: Turn sounds off, Modify boot time, Optimize visuals for best performance, Make desktop single color<br />
    94. 94. Bad Virus or Just “Messed Up”<br />Destructive Rebuild<br />Should be “hardware worthy” New?<br />Great time to add more RAM, blowout dust, etc<br />About 3 to 4 hrs for rebuild, updates and data migration.<br />1st! Backup Data, Email files, Favorites<br />Remove HD<br />Access as 2ndary on another system<br />Place HD in an External USB HD Case<br />Reload OS<br />Save the Diagnostic Partition<br />Delete (L) the Data Partition and reformat/install<br />Reload drivers from Mfg website and build to Boilerplate<br />45<br />Maintenance<br />
    95. 95. Maintenance<br />Free Disk Imaging<br /><br />
    96. 96. Maintenance<br />Computer Lab?<br />
    97. 97. Maintenance<br /><ul><li>Schedule Maintenance Tasks
    98. 98. Define what you expect Users to do</li></ul>Weekly<br />Check backup<br />Check anti-virus<br />Check anti-spyware software<br />Ccleaner “Cleaner Tab”<br />Browser Clean<br />Monthly<br /><ul><li>Manual check for Microsoft updates
    99. 99. Manual update security software:
    100. 100. Anti-virus
    101. 101. Anti-spyware
    102. 102. Run a full system scan:
    103. 103. Anti-virus
    104. 104. Spyware Malware
    105. 105. Defragment disk</li></ul>Yearly<br /><ul><li>Cleankeyboard & mouse
    106. 106. Check all software updates and versions
    107. 107. Optional: image your system
    108. 108. Optional: reformat and clean reinstall
    109. 109. Archive email every 6 to 12 months</li></li></ul><li>Tips and Tricks<br />49<br />
    110. 110. Tips and Tricks<br />Office 2003 Compatibility Pack<br />50<br />.doc <br />.ppt<br />.xls<br />.docx<br />.pptx<br />.xlsx<br /><br />
    111. 111. Migrate Server Apps to the “Cloud”<br /><ul><li>Exchange, Database, Financials,
    112. 112. Cost effective over Internal Server & App
    113. 113. Advantages of Cloud Apps</li></ul>Work from ANY computer anywhere<br />No backups, no server, no maintenance<br />No client installations<br />Secure<br /><ul><li>More about Cloud Apps</li></ul> Still needs to be “managed”<br /> Might want to bump your bandwidth up<br />51<br />Tips and Tricks<br />
    114. 114. Server Alternatives<br />Simplify local file sharing and backups<br />52<br />Tips and Tricks<br />$150 to $700<br />Easy setup and maintenance<br />Reliable, secure<br />Microsoft Home Server<br /><ul><li>10 user limit
    115. 115. Excellent Backup and Restore
    116. 116. Reliable
    117. 117. Up to 4 Tb</li></ul>Network Storage Device (NAS)<br /><ul><li>Unlimited Users
    118. 118. Good Backup & File Sharing
    119. 119. Reliable
    120. 120. Size based on model & HD’s</li></li></ul><li>Tips and Tricks<br /><br />Outlook Search Tool<br />
    121. 121. Tips and Tricks<br /><br />Free access to your computer at the office<br />Work on files, email, etc.<br />
    122. 122. Tips and Tricks<br />Zolved<br />Free remote access<br />Two sides 1) Support Person 2) User in need<br />
    123. 123. Tips and Tricks<br /><br />Allows you to shorten, share, and track links<br />
    124. 124. Tips and Tricks<br />Pdf File Creation<br />Generate from a “pdf printer”<br />Generate from a “Save as”<br /><ul><li>PDF Creator -
    125. 125. PDF 995 –
    126. 126. SaveAsPDF for Office 2007 --
    127. 127. All Free!</li></ul>Adobe Acrobat 9 - $299 retail<br />
    128. 128. Buy or Upgrade<br />58<br />
    129. 129. Buy or Upgrade<br />Hardware Reality Check<br />3 to 5 years Old ?<br />Match RAM to OS<br /> If needed usually worth a Rebuild<br /> Not worth extensive upgrades<br />Older than 5 years ?<br />Replace<br /> Issue with your “Boiler Plate”<br />59<br />
    130. 130. Upgrade<br />Memory<br />System is 3 to 5 years old<br />98% of the time..Only HW upgrade worth doing<br /> “Bang for Buck”<br />OS Guideline<br /> XP = 1-2Gb <br /> Vista Win7 = 3-4Gb<br />USE A MEMORY CONFIGURATION TOOL!!!<br />Example:,, etc..<br />
    131. 131. Buy<br />Buy “Business Grade” <br />“Consumer Grade” too much “Bloatware”<br />Home and Home Office<br />Small & Medium Business<br />Enterprise<br />Dell Examples<br /><ul><li>Dell Vostro
    132. 132. Dell Optiplex</li></li></ul><li>Buy<br />Processor Components<br />Performance variables between Series Models<br />Number of Cores (Single, Duo, Quad..)<br />Cache (2Mb, 6Mb, 12Mb)<br />Speed (2.3Ghz)<br />FSB (1333 mhz, 1066 mhz)<br />Today Intel is king<br />Good Core2 or Centrino<br />Better Quad Core<br />Best Core i7 and Extreme Versions<br />Which is a better?<br />
    133. 133. Buy<br />?<br />Intel Integrated X4500Hd NvidiaGforce 9800 512mb<br />
    134. 134. Network Upgrades<br />Upgrade to Gigabit Switch<br />“Quick Win” for network performance<br /> Great for Server / NAS and Clients less than 3yrs<br />Cabling<br />Cat5 Up to 100bt (250ft)<br /> Cat5e Up to 1000bt (200ft)<br /> Cat6 Better for Gb<br />Firewall as a bottleneck?<br />Newer Units can “Open up” available bandwidth<br />
    135. 135. Network Upgrades<br />Content Filtering<br />As a..<br />Firewall Subscription<br />Hosted Service<br /><br />
    136. 136. Tech Resources<br />Training<br />66<br />
    137. 137. Tech Resources<br />Searching<br />
    138. 138. Tips and Tricks<br />Search by:<br />Hardware make / model number<br />Error number<br />Program name / version number<br />Error description<br />Operating system version<br />Key phrase<br />
    139. 139. Tech Resources<br /><br />
    140. 140. Tech Resources<br />
    141. 141. Tech Resources<br />
    142. 142. Tech Resources<br />By Sue Bennett<br />
    143. 143. Tech Resources<br /> Software AND NPO Information<br /><ul><li>Microsoft Office 2007 Professional - $20
    144. 144. PeachTree Premium Accounting 2009 - $65
    145. 145. Quickbooks Premier 2008 - $45</li></li></ul><li>Online Training<br /><br />Free training and demos for Office 2003 & 2007<br />
    146. 146. Online Training<br /><br />Basic computer, email, Office suite training<br />
    147. 147. Online Training<br />Nonprofit Technology Webinars and Info Source<br /><ul><li>Choosing a database
    148. 148. Blogging
    149. 149. Web Redesign
    150. 150. Online Donations
    151. 151. Social Media</li></ul><br /><br />