This document provides an overview of tips for nonprofit technology support and roles. It discusses how to determine appropriate staffing levels for IT, common IT functions in nonprofits, and the evolution of IT service models from reactive to proactive managed services. It also provides many tips across various technology topics like the basics of data ownership and documentation, hardware maintenance, troubleshooting, purchasing and upgrades, and resources for online training.

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

5. The Basics

6. Maintenance

7. Tips & Tricks

8. Buy or Upgrade

9. Tech Resources & Training4

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.

14. HW as a Service (Hosting)‏

16. Remote management

18. Client understands value of IT

19. Somewhat proactive

21. Client pays for downtime

22. Low investment/low returnDegree 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

31. Financials

32. Documentation

33. Databases

34. Websites

35. Other16

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

42. Tech Flash Drive

44. URL’s user/pwd

45. Support Phone numbers

46. Contact Names21 The Basics

48. NAS or Server Drive Share

49. Helps to define data ownership22 The Basics

50. Maintenance 23

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 Ccleaner24 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/

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)

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

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

91. Will not lose files or emails

92. Can help with bad spyware and virus infections

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

99. Manual update security software:

100. Anti-virus

101. Anti-spyware

102. Run a full system scan:

103. Anti-virus

104. Spyware Malware

106. Check all software updates and versions

107. Optional: image your system

108. Optional: reformat and clean reinstall

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

112. Cost effective over Internal Server & App

115. Excellent Backup and Restore

116. Reliable

118. Good Backup & File Sharing

119. Reliable

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

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..

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

144. PeachTree Premium Accounting 2009 - $65

146. Online Training HP.com/go/learningcenter Basic computer, email, Office suite training

148. Blogging

149. Web Redesign

150. Online Donations

151. Social MediaNTEN.org Idealware.org