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 TechieWelcome! Mark ShawConsulting ManagerPresentermark@mnaonline.orgAndy WolberExecutive Directorandy@mnaonline.orgAdam KingTechnical Manageradam@mnaonline.orgZakia BesharaCustomer Relations Associatezakia@mnaonline.org1Introductions 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-techie3

4. On the Menu Today!NP Tech Support & Roles

5. The Basics

6. Maintenance

7. Tips & Tricks

8. Buy or Upgrade

9. Tech Resources & Training4

10. Nonprofit Tech SupportAnd Roles5

11. How Many IT Staff Per 100 Employees?HMOGovernmentFor profitNonprofitSource: U.S. Bureau of Labor Statistics, Mass. Department of Education, 1998.

12. Time Spent on IT FunctionsThat’s 75%!Source: NTEN 2006 Nonprofit IT Staffing Survey Report.

13. IT Service EvolutionChaotic – Reactive – Proactive – Managed – UtilityFull 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 clientDegree of Virtualization and Efficiency for ClientManaged 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 reducedBreak/Fix: Totally reactive

21. Client pays for downtime

22. Low investment/low returnDegree of Virtualization and EfficiencySource: NPower DC, slide modified to present generic picture of services.

23. Volunteers availableVolunteers!

24. Volunteers are best for:Short term projectsProjects that have an easily definable endProjects that aren’t time sensitiveProjects that aren’t critical

25. Staff

26. Staff are best for:Simple troubleshootingTriaging issues before escalating externallyProjects that require immediate assistanceMaintaining critical documentationDirection for others implementing long-term projects

27. Contractors

28. Contractors are best for:Issues that require significant, rarely needed expertiseOne-time projectsServer configuration / upgrade / migrationDatabase developmentMulti-site integrationPhone system setup

29. The Basics15

30. The BasicsData Ownership IssuesMake staff aware that the organization owns the data IncludingEmail

31. Financials

32. Documentation

33. Databases

34. Websites

35. Other16

36. DocumentationZiplock baggiesCreate a Network BinderUsernames, passwords, licensing, network diagram etc.17The Basics

37. The BasicsNetwork Binder Starting Pointwww.webjunction.org/do/DisplayContent?id=12489

38. Create an InventoryWhy? InsuranceAuditsEasy to identify hardware needsInventory ToolsBelarc Advisor Download.comBest for small Org’s fewer systemsSpiceworksFor Larger client/serverNot freeIncludes Helpdesk Trouble TicketCan be enabled/disabled to help server/network performance issue19The Basics

39. 20

40. Others..Label Managed DevicesPrinters Fixed IP# on the cover

41. Router IP#, User & Pwd labeled to bottomVelcro or Tape the Driver CD to printers/copiersKeep “key” files close easy to get toDrivers, Ccleaner, Malwarebytes, Adobe9, Java, etc.

42. Tech Flash Drive

43. Tech Server or NAS shareCarry an Info txt File (secure it!)Accounts

44. URL’s user/pwd

45. Support Phone numbers

46. Contact Names21The Basics

47. Use a single Data Repository for StaffEasy to backup, recover, find, etcRedirected My Documents (to server)

48. NAS or Server Drive Share

49. Helps to define data ownership22The Basics

50. Maintenance23

51. New or Rebuilt System SetupDefine 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 Ccleaner24Maintenance

64. MaintenancePC DecrapifierIdentifies and Removes “Bloatware”

65. Setup Clients for “Microsoft Update”Combines Microsoft Product UpdatesCan be Automated26Maintenance

66. Updates and Service PatchesCheck Your Service PackRgtclk My ComputerPropertiesGeneral TabSystemXP Service Pack 3 + UpdatesVISTA Service Pack 1 + UpdatesWin7 Just a few nowService Packs and UpdatesFirst Update?: Repeat until there are no more27Maintenance

67. MaintenanceCaution Staff for “Gotchya’s”“Gotchya”28

68. MaintenancePrintersGet rid of your InkjetsTroubleshooting Printer ProblemsLook for the obviousCk Cabling Network switches for Workgroup unitsCorrect Printer Selected? Driver? Port?For jams remove toner(s) and trays and carefully remove paper piecesFrequent Jamming?Printer Maintenance KitGive new Life to PrintersEasy to install (pickup roller, transfer roller, takeup pad, etc.)Google “HP Printer Maintenance Kit” etc.Label Jams / Black Streaks / MarksReplace toner cartridgeClean with ONLY Alcohol and Qtip swabsSmall Shop Vac to clean up toner deposits

69. BackupsGoodUSB Flash DrivesFull or Mini USB Hard DrivesNAS Network DriveServer ShareDLT Tapes?Not so GoodZip drivesCD/DVD burningChips (SD, Compaq..)4mm or 8mm Tape30Maintenance

70. AntivirusInexpensive from Techsoup.orgCorporate Versions (for server networks) Symantec Corporate Symantec End PointClient only Versions Norton Antivirus 201031Maintenance

71. Maintenancehttp://j.mp/MicrosoftSecurity

72. Maintenance

73. Spyware / Malware New Antivirus handles SpywareRemoval ApplicationsAdaware or Spybot (Downloads.com) Malwarebytes.com34Maintenance

74. MaintenanceVulnerability Scanhttp://secunia.com/vulnerability_scanning/online/

75. 36MaintenanceSecurity IssuesAuto logoffSetup: 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 passwords6 to 8 characters

76. Number or Symbol

77. Case change (cap/nocap)No WEP for wirelessUser BreechesUse a “Double NAT” to secure open “pubic” wirelessInternal LANWAP is secure192.168.0.###PublicWAP is open192.168.1.###Network wire

78. MaintenanceSystem CleanupCCleaner.comDownload & InstallONECleaner TabAnalyzeRun Cleaner37

79. TWORegistry TabScan for IssuesFix Selected issues38Maintenance

80. Disk DefragXP in System ToolsRun 4 or 5 passesAuslogics Disk Defrag a must for VISTASSD Drives DO NOT need Disk DefragWin7 is improved! Runs repeated passes until optimized! 39Maintenancewww.auslogics.com/disk-defrag

81. MaintenanceEncourage.. “Email Maintenance”Review and delete items in “Junk Email” folderEmpty deleted mailUse the “File -> Archive” function to move old information to an archive fileCompress your Outlook file (varies by program and account)

82. Troubleshooting TipsCheck 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!41Maintenance

86. MaintenanceSafe ModeLoads 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!MaintenanceSystem 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 RestoreMaintenanceCleaning a systemUninstall unused programsUninstall toolbarsInstall all Microsoft updatesUpdate anti-virus & run a full sys scan in Safe ModeRun a scan using housecall.trendmicro.comUpdate Spyware Malware and scan in Safe ModeTurn on system firewallInstall CCleaner (cleaner and Registry tabs)Remove undesired start-up itemsCk Startup GroupReview Startup in CCleanerDefrag the driveMinor optimizations: Turn sounds off, Modify boot time, Optimize visuals for best performance, Make desktop single color

94. Bad Virus or Just “Messed Up”Destructive RebuildShould be “hardware worthy” New?Great time to add more RAM, blowout dust, etcAbout 3 to 4 hrs for rebuild, updates and data migration.1st! Backup Data, Email files, FavoritesRemove HDAccess as 2ndary on another systemPlace HD in an External USB HD CaseReload OSSave the Diagnostic PartitionDelete (L) the Data Partition and reformat/installReload drivers from Mfg website and build to Boilerplate45Maintenance

95. MaintenanceFree Disk Imaginghttp://tinyurl.com/25gnnx

96. MaintenanceComputer Lab?http://tinyurl.com/ytknan

97. MaintenanceSchedule Maintenance Tasks

98. Define what you expect Users to doWeeklyCheck backupCheck anti-virusCheck anti-spyware softwareCcleaner “Cleaner Tab”Browser CleanMonthlyManual check for Microsoft updates

99. Manual update security software:

100. Anti-virus

101. Anti-spyware

102. Run a full system scan:

103. Anti-virus

104. Spyware Malware

105. Defragment diskYearlyCleankeyboard & 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 monthsTips and Tricks49

110. Tips and TricksOffice 2003 Compatibility Pack50.doc .ppt.xls.docx.pptx.xlsxhttp://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 AppsWork from ANY computer anywhereNo backups, no server, no maintenanceNo client installationsSecureMore about Cloud Apps Still needs to be “managed” Might want to bump your bandwidth up51Tips and Tricks

114. Server AlternativesSimplify local file sharing and backups52Tips and Tricks$150 to $700Easy setup and maintenanceReliable, secureMicrosoft Home Server10 user limit

115. Excellent Backup and Restore

116. Reliable

117. Up to 4 TbNetwork Storage Device (NAS)Unlimited Users

118. Good Backup & File Sharing

119. Reliable

120. Size based on model & HD’sTips and TricksXobni.comOutlook Search Tool

121. Tips and TricksLogMeIn.comFree access to your computer at the officeWork on files, email, etc.

122. Tips and TricksZolvedFree remote accessTwo sides 1) Support Person 2) User in need

123. Tips and Trickshttp://j.mpAllows you to shorten, share, and track links

124. Tips and TricksPdf File CreationGenerate 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 Upgrade58

129. Buy or UpgradeHardware Reality Check3 to 5 years Old ?Match RAM to OS If needed usually worth a Rebuild Not worth extensive upgradesOlder than 5 years ?Replace Issue with your “Boiler Plate”59

130. UpgradeMemorySystem is 3 to 5 years old98% of the time..Only HW upgrade worth doing “Bang for Buck”OS Guideline XP = 1-2Gb Vista Win7 = 3-4GbUSE A MEMORY CONFIGURATION TOOL!!!Example: Crucial.com, newegg.com, etc..

131. BuyBuy “Business Grade” “Consumer Grade” too much “Bloatware”Home and Home OfficeSmall & Medium BusinessEnterpriseDell ExamplesDell Vostro

132. Dell OptiplexBuyProcessor ComponentsPerformance variables between Series ModelsNumber of Cores (Single, Duo, Quad..)Cache (2Mb, 6Mb, 12Mb)Speed (2.3Ghz)FSB (1333 mhz, 1066 mhz)Today Intel is kingGood Core2 or CentrinoBetter Quad CoreBest Core i7 and Extreme VersionsWhich is a better?

133. Buy?Intel Integrated X4500Hd NvidiaGforce 9800 512mb

134. Network UpgradesUpgrade to Gigabit Switch“Quick Win” for network performance Great for Server / NAS and Clients less than 3yrsCablingCat5 Up to 100bt (250ft) Cat5e Up to 1000bt (200ft) Cat6 Better for GbFirewall as a bottleneck?Newer Units can “Open up” available bandwidth

135. Network UpgradesContent FilteringAs a..Firewall SubscriptionHosted Service www.opendns.com

136. Tech ResourcesTraining66

137. Tech ResourcesSearching

138. Tips and TricksSearch by:Hardware make / model numberError numberProgram name / version numberError descriptionOperating system versionKey phrase

139. Tech Resourceshttp://NPTechguide.pbwiki.com/

140. Tech Resources

141. Tech Resources

142. Tech ResourcesBy Sue Bennett

143. Tech ResourcesTechSoup.org Software AND NPO InformationMicrosoft Office 2007 Professional - $20

144. PeachTree Premium Accounting 2009 - $65

145. Quickbooks Premier 2008 - $45Online TrainingOffice.Microsoft.comFree training and demos for Office 2003 & 2007

146. Online TrainingHP.com/go/learningcenterBasic computer, email, Office suite training

147. Online TrainingNonprofit Technology Webinars and Info SourceChoosing a database

148. Blogging

149. Web Redesign

150. Online Donations

151. Social MediaNTEN.orgIdealware.org