tips for the accidental techie

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Workshop created by Mark Shaw for webinar 11/13/2009.

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  • 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 fromhttp://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
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 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
Thats 75%!
Source: NTEN 2006 Nonprofit IT Staffing Survey Report.
13. IT Service Evolution
Chaotic Reactive Proactive Managed Utility
Full 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 Client
Managed 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 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 arent time sensitive
Projects that arent 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
30. The Basics
Data Ownership Issues
Make staff aware that the organization owns the data
Including

  • Email

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 Orgs 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
40. Others..
Label Managed Devices

  • PrintersFixed IP# on the cover

41. RouterIP#, User & Pwd labeled to bottomVelcro or Tape the Driver CD to printers/copiers
Keep key files close easy to get to

  • Drivers, Ccleaner, Malwarebytes, Adobe9, Java, etc.

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

  • Accounts

44. URLs user/pwd 45. Support Phone numbers 46. Contact Names21
The Basics
47. Use a single Data Repository for Staff
Easy to backup, recover, find, etc

  • Redirected My Documents (to server)

48. NAS or Server Drive Share 49. Helps to define data ownership22
The Basics
50. Maintenance
23
51. New or Rebuilt System Setup
Define 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. Heres 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
XPService Pack 3 + Updates
VISTAService Pack 1 + Updates
Win7Just a few now
Service Packs and Updates
First Update?: Repeat until there are no more
27
Maintenance
67. Maintenance
Caution Staff for Gotchyas
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 Kitetc.
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/
75. 36
Maintenance
Security Issues
Auto logoff
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're done.
Strong passwords

  • 6 to 8 characters

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)
82. Troubleshooting Tips

  • Check the obvious FIRST

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

  • Wait !!Dont Change the settings

If it worked before its 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!41
Maintenance
86. Maintenance
Safe Mode

  • Loads bare-bones Windows

87. Safe Mode 88. Safe Mode with