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Accidental Techie 11 16-2010
This document provides information about nonprofit technology support and roles. It discusses how nonprofits typically handle IT functions such as through in-house staff, contractors, volunteers, or a combination. It also summarizes data from surveys on typical IT staffing levels at nonprofits and how nonprofits spend their time on various IT functions like desktop support and infrastructure. The rest of the document covers topics like the roles of staff, contractors, and volunteers for technology support and various tips and best practices for areas like maintenance, upgrades, and technology resources.
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Accidental Techie 11 16-2010
- 1. Mark Shaw Consulting Manager Presenter mark@highwayt.org AdamKing Technology Manager adam@highwayt.org 1 Reminder to Mute Mute *6 on your phone
- 2. Slides Available from… http://www.slideshare.net/highwayt TheseSlides are Numbered in case you need to follow that way 2
- 3. Tech Support& Roles The Basics Maintenance Tips & Tricks Upgrades and New Purchases Tech Resources & Training 3
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- 5. How Many ITStaff Per 100 Employees? HMO Government For profit Nonprofit Source: U.S. Bureau of Labor Statistics, Mass. Department of Education, 1998. 5
- 6. 29% Contract onan 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. Time Spent onIT 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
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- 9. Staff are bestfor: • Initial troubleshooting • Triaging issues before escalating externally • Projects that require immediate assistance • Maintaining critical documentation • Direction for others implementing long- term projects 9
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- 11. Contractors are bestfor: • Issues that require significant, rarely needed expertise • One-time projects Server configuration / upgrade / migration Database development Multi-site integration Phone system setup 11
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- 13. Volunteers are bestfor: • Short term projects • Projects that have an easily definable end • Projects that aren’t time sensitive • Projects that aren’t critical 13
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- 15. Data Ownership Issues Tellstaff that the organization owns the data Including Email Financials Documentation Databases Websites Other The Basics 15
- 16. ${#} Keep documentation "inthe bag" http://www.flickr.com/photos/srharris/3643864625/
- 17. ${#} One binder toring them all. http://www.flickr.com/photos/span112/3503394977/
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- 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
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- 21. One Data Area •Easy to backup, recover, find, etc Redirected My Documents (to server) NAS or Server Drive Share 21 The Basics
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- 23. ${#} Flashdrives: programs, drivers& text files http://www.flickr.com/photos/m-s-y/3895688671/
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- 25. New or RebuiltSystem 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. Setup Clients for“Microsoft Update” • Combines Microsoft Product Updates • Can be Automated 26 Maintenance
- 27. Updates and ServicePatches 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
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- 29. Printers Get rid ofyour 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. Backups Good • USB FlashDrives • 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. Antivirus Inexpensive from Techsoup.org CorporateVersions (for server networks) Symantec Corporate Symantec End Point Client only Versions Norton Antivirus 2011 31 Maintenance
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- 34. Spyware / Malware NewAntivirus handles Spyware Removal Applications Spybot Malwarebytes.com 34 Maintenance
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- 36. ${#} Passwords: Alpha/Numeric/Case Mix LargestSecurity Problem? Security
- 37. Browser Cleanup Internet Explorer6 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
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- 39. System Cleanup CCleaner.com Download &Install ONE Cleaner Tab 1) Analyze 2) Run Cleaner 39 Maintenance
- 40. TWO Registry Tab 1) Scanfor Issues 2) Fix Selected issues 40 Maintenance
- 41. Disk Defrag 1. XPin 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. • Review anddelete 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. Troubleshooting Tips Checkthe 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. Safe Mode Loads bare-bonesWindows Safe Mode Safe Mode with Networking Maintenance 44
- 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. Destructive Rebuild • Shouldbe 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
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- 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
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- 53. Office 2003 CompatibilityPack Tips andTricks 53 .doc .ppt .xls .docx .pptx .xlsx http://office.microsoft.com/en-us/products/ha101686761033.aspx?WT.mc_id=42
- 54. Migrate Server Appsto 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. Server Alternatives Simplify localfile 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
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- 58. Zolved Join.me – Freeremote access – Two sides 1) Support Person 2) User in need Tips and Tricks 58
- 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
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- 64. Hardware Reality Check 3to 5 years Old ? Older than 5 years ? 64 Buy or Upgrade
- 65. Memory 90% Only Hardwareupgrade worth doing Most Bang for Buck • USE A MEMORY CONFIGURATION TOOL!!! Upgrade 65
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- 67. ${#} Suggest 1 - 2Gb Suggest 2 - 4+ Gb Also know that Windows versions have varying maximum RAM limits.
- 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. ${#} Standardize on CorporateMake, Models
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- 71. Avoid Bloatware Buy “BusinessGrade” NOT “Consumer Grade” Buy Home and Home Office Small & Medium Business Enterprise Dell Examples •Dell Vostro •Dell Optiplex 71
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- 73. Processor Components • Performancevariables 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. ? Intel Integrated X4500HdNvidia Gforce 9800 512mb Buy 74
- 75. Upgrade to GigabitSwitch “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. Content Filtering Network Upgrades Asa.. 1) Firewall Subscription 2) Hosted Service www.opendns.com 76
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- 81. Office.Microsoft.com Free training anddemos for Office and More! 81
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- 85. Search by: • Hardwaremake / model number • Error number • Program name / version number • Error description • Operating system version • Key phrase Tips andTricks 85
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- 91. Great Tool toreach Staff 91
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