Mark Shaw

Consulting Manager

Presentermark@highwayt.org

Adam King

Technology Manageradam@highwayt.org

Tips for the Accidental TechieWelcome!

1

Reminder to MuteMute *6 on your phone

Slides Available from…http://www.slideshare.net/highwayt

These Slides are Numbered in case you need to follow that way

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Tech Support & Roles The Basics Maintenance Tips & Tricks Upgrades and New Purchases Tech Resources & Training

Accidental Techie

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Nonprofit Tech Support

And Roles

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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

29% Contract on an as-needed basis25% In-house MIS staff22% Tech support w/1 or more

providers

13% No formal approach to IT support9% Volunteers to our agency2% 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 on IT Functions

Desktop Support

41%

Infrastructure20%

Management13%

Knowledge Management

10%

Application Development

8%

Training8%

Source: NTEN 2006 Nonprofit IT Staffing Survey Report.

75%!

Staff

8

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

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Contractors10

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

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Volunteers availableVolunteers!

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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

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The Basics

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Data Ownership Issues

Tell staff that the organization owns the data

Including

EmailFinancialsDocumentationDatabasesWebsitesOther

The Basics

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Keep documentation "in the bag"

http://www.flickr.com/photos/srharris/3643864625/

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One binder to ring them all.

http://www.flickr.com/photos/span112/3503394977/

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http://hwyt.me/NPNotebook

Create an InventoryWhy?

• 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

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The Basics

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One Data Area• Easy to backup, recover, find, etc

Redirected My Documents (to server)NAS or Server Drive Share

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The Basics

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Label printers, routers

http://www.flickr.com/photos/jenniewoo/27698222/

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Flashdrives: programs, drivers & text files

http://www.flickr.com/photos/m-s-y/3895688671/

Maintenance

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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

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Maintenance

Setup Clients for “Microsoft Update”• Combines Microsoft Product Updates• Can be Automated

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Maintenance

Updates and Service Patches

Check Your Service Pack1. 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!

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Maintenance

Unchec

k!

Don’t be “Duped”

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Maintenance

PrintersGet rid of your InkjetsTroubleshooting 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

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BackupsGood

• 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

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Maintenance

AntivirusInexpensive from Techsoup.org

Corporate Versions (for server networks)

Symantec Corporate

Symantec End Point

Client only Versions

Norton Antivirus 2011

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Maintenance

Maintenancehttp://j.mp/MicrosoftSecurity

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Maintenance

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Online Scanning

Spyware / Malware New Antivirus handles Spyware

Removal ApplicationsSpybot

Malwarebytes.com

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Maintenance

Vulnerability Scanhttp://secunia.com/vulnerability_scanning/online/

Maintenance

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Passwords: Alpha/Numeric/Case Mix

Largest Security Problem?

Security

Browser Cleanup

Internet Explorer 6Tools, Internet Options

» Delete files (check box)» Delete Cookies» Clear History

Internet Explorer 7 or 8Tools, Internet Options

» Delete» Delete All (check box)

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Maintenance

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www.ccleaner.com

System CleanupCCleaner.comDownload & Install

ONECleaner Tab1) Analyze2) Run Cleaner

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Maintenance

TWORegistry Tab1) Scan for Issues2) Fix Selected issues

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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 Defrag

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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

• Once or Twice a year

Email Maintenance

Maintenance

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Troubleshooting Tips Check the obvious FIRST

Cables, power cords, network devices, are other systems OK?, etc..

Wait !! Don’t Change the settingsIf 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!

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Maintenance

Safe Mode

Loads bare-bones WindowsSafe ModeSafe Mode with Networking

Maintenance

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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

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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

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Maintenance

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

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Computer Lab?

Maintenance

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SteadyState Deep Freeze

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

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Maintenance

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Lets Break!

Questions?

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Tips and Tricks

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Office 2003 Compatibility Pack

Tips and Tricks

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.doc

.ppt

.xls

.docx

.pptx

.xlsx

http://office.microsoft.com/en-us/products/ha101686761033.aspx?WT.mc_id=42

Migrate Server Apps to the “Cloud”Exchange, Database, Financials, Cost effective over Internal Server & AppAdvantages of Cloud Apps

Work from ANY computer anywhere

No backups, no server, no maintenance

No client installations

Secure

More about Cloud AppsStill needs to be “managed”

Might want to bump your bandwidth up

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Tips and Tricks

Server AlternativesSimplify local file sharing and backups

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$150 to $700Easy setup and maintenanceReliable, 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 and Tricks

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Tips and TricksOnline Offsite Backups

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www.LogMeIn.com

Remote Access

Zolved Join.me– Free remote access– Two sides 1) Support Person 2) User in need

Tips and Tricks

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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 and Tricks

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http://chrome.google.com

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http://hwyt.me/optimizewindows

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www.microsoft.com/atwork/

Upgrades and New Purchases

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Hardware Reality Check

3 to 5 years Old ?

Older than 5 years ?

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Buy or Upgrade

Memory90% Only Hardware upgrade worth doingMost Bang for Buck

• USE A MEMORY CONFIGURATION TOOL!!!

Upgrade

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www.crucial.com

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Suggest1 - 2 Gb

Suggest2 - 4+ Gb

Also know that Windows versions have varying maximum RAM limits.

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$800+1-year warranty5-year life

$1,300+3-year warranty3-year life

www.toshibadirect.com: NB305 (left); www.dell.com: Vostro (middle), Dell Latitude E6410 (right)

$400+1-year warranty3-year life

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Standardize on Corporate Make, Models

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Avoid BloatwareBuy “Business Grade” NOT “Consumer Grade”

Buy

Home and Home OfficeSmall & Medium BusinessEnterprise

Dell Examples• Dell Vostro • Dell Optiplex

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www.pcdecrapifier.com

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

?

Intel Integrated X4500Hd Nvidia Gforce 9800 512mb

Buy

74

Upgrade to Gigabit Switch“Quick Win” for network performanceGreat for Server / NAS and Clients less than 3yrs

CablingCat5 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 LANWAP is secure192.168.0.### Public

WAP is open192.168.1.###Network wire

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Content Filtering

Network Upgrades

As a..1) Firewall Subscription2) Hosted Service

www.opendns.com

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http://home.cisco.com/en-us/wireless/linksys/

Tech Resources

Training

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By Sue Bennett

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techguide.npowermichigan.org

Office.Microsoft.comFree training and demos for Office and More!

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http://hp.com/go/learningcenter

www.nten.org

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www.idealware.org

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Search by:• Hardware make / model number• Error number• Program name / version number• Error description• Operating system version• Key phrase

Tips and Tricks

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www.webjunction.org/do/DisplayContent?id=12489

Tech Resources

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Tech Resources

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Tech Resources

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Great Tool to reach Staff 91

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