Tips for The Accidental Techie

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


<ul><li> 1. Tips for the Accidental Techie<br />Welcome! <br />Mark Shaw<br />Consulting Manager<br />Presenter<br /><br />Andy Wolber<br />Executive Director<br /><br />Adam King<br />Technical Manager<br /><br />Zakia Beshara<br />Customer Relations Associate<br /><br />1<br />Introductions<br />Name<br />What Org are you with<br />What are you here to learn?<br />For our Webinar today<br />As your Tech Outreach Tool?<br />Mute *6 on your phone<br /></li></ul> <p> 2. Great Tool to reach Staff <br />2<br /> 3. Slides and Attachment Available from slides are Numbered in case you need to follow that wayAttachment<br />3<br /> 4. On the Menu Today!<br /></p> <ul><li>NP Tech Support &amp; Roles </li></ul> <p> 5. The Basics 6. Maintenance 7. Tips &amp; Tricks 8. Buy or Upgrade 9. Tech Resources &amp; Training4<br /> 10. Nonprofit Tech Support<br />And Roles<br />5<br /> 11. How Many IT Staff Per 100 Employees?<br />HMO<br />Government<br />For profit<br />Nonprofit<br />Source: U.S. Bureau of Labor Statistics, Mass. Department of Education, 1998.<br /> 12. Time Spent on IT Functions<br />Thats 75%!<br />Source: NTEN 2006 Nonprofit IT Staffing Survey Report.<br /> 13. IT Service Evolution<br />Chaotic Reactive Proactive Managed Utility<br />Full Managed Services: <br /></p> <ul><li> Service Level Agreement with fixed monthly cost </li></ul> <p> 14. HW as a Service (Hosting) 15. SW as a Service (Hosting)Partial Managed Services:<br /></p> <ul><li> Proactive </li></ul> <p> 16. Remote management 17. Allows detailed understanding of clientDegree of Virtualization and Efficiency for Client<br />Managed Services are recurring services provided either on site or remotely on a contractual basis.<br />IT as Investment:<br /></p> <ul><li> Scheduled Support</li></ul> <p> 18. Client understands value of IT 19. Somewhat proactive 20. Downtime reducedBreak/Fix:<br /></p> <ul><li> Totally reactive </li></ul> <p> 21. Client pays for downtime 22. Low investment/low returnDegree of Virtualization and Efficiency<br />Source: NPower DC, slide modified to present generic picture of services.<br /> 23. Volunteers available<br />Volunteers!<br /> 24. Volunteers are best for:<br />Short term projects<br />Projects that have an easily definable end<br />Projects that arent time sensitive<br />Projects that arent critical<br /> 25. Staff<br /> 26. Staff are best for:<br />Simple troubleshooting<br />Triaging issues before escalating externally<br />Projects that require immediate assistance<br />Maintaining critical documentation<br />Direction for others implementing long-term projects<br /> 27. Contractors<br /> 28. Contractors are best for:<br />Issues that require significant, rarely needed expertise<br />One-time projects<br />Server configuration / upgrade / migration<br />Database development<br />Multi-site integration<br />Phone system setup<br /> 29. The Basics<br />15<br /> 30. The Basics<br />Data Ownership Issues<br />Make staff aware that the organization owns the data<br />Including<br /></p> <ul><li>Email </li></ul> <p> 31. Financials 32. Documentation 33. Databases 34. Websites 35. Other16<br /> 36. Documentation<br />Ziplock baggies<br />Create a Network Binder<br />Usernames, passwords, licensing, network diagram etc.<br />17<br />The Basics<br /> 37. The Basics<br />Network Binder Starting Point<br /><br /> 38. Create an Inventory<br />Why? <br />Insurance<br />Audits<br />Easy to identify hardware needs<br />Inventory Tools<br />Belarc Advisor <br /><br />Best for small Orgs fewer systems<br />Spiceworks<br />For Larger client/server<br />Not free<br />Includes Helpdesk Trouble Ticket<br />Can be enabled/disabled to help server/network performance issue<br />19<br />The Basics<br /> 39. 20<br /> 40. Others..<br />Label Managed Devices<br /></p> <ul><li>PrintersFixed IP# on the cover </li></ul> <p> 41. RouterIP#, User &amp; Pwd labeled to bottomVelcro or Tape the Driver CD to printers/copiers<br />Keep key files close easy to get to<br /></p> <ul><li>Drivers, Ccleaner, Malwarebytes, Adobe9, Java, etc. </li></ul> <p> 42. Tech Flash Drive 43. Tech Server or NAS shareCarry an Info txt File (secure it!)<br /></p> <ul><li>Accounts </li></ul> <p> 44. URLs user/pwd 45. Support Phone numbers 46. Contact Names21<br />The Basics<br /> 47. Use a single Data Repository for Staff<br />Easy to backup, recover, find, etc<br /></p> <ul><li>Redirected My Documents (to server) </li></ul> <p> 48. NAS or Server Drive Share 49. Helps to define data ownership22<br />The Basics<br /> 50. Maintenance<br />23<br /> 51. New or Rebuilt System Setup<br />Define your Setup Boilerplate<br /></p> <ul><li>Uninstall unwanted Apps </li></ul> <p> 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<br />Maintenance<br /> 64. Maintenance<br />PC Decrapifier<br />Identifies and Removes Bloatware<br /> 65. Setup Clients for Microsoft Update<br />Combines Microsoft Product Updates<br />Can be Automated<br />26<br />Maintenance<br /> 66. Updates and Service Patches<br />Check Your Service Pack<br />Rgtclk My Computer<br />Properties<br />General Tab<br />System<br />XPService Pack 3 + Updates<br />VISTAService Pack 1 + Updates<br />Win7Just a few now<br />Service Packs and Updates<br />First Update?: Repeat until there are no more<br />27<br />Maintenance<br /> 67. Maintenance<br />Caution Staff for Gotchyas<br />Gotchya<br />28<br /> 68. Maintenance<br />Printers<br />Get rid of your Inkjets<br />Troubleshooting Printer Problems<br />Look for the obvious<br />Ck Cabling <br />Network switches for Workgroup units<br />Correct Printer Selected?Driver? Port?<br />For jams remove toner(s) and trays and carefully remove paper pieces<br />Frequent Jamming?<br />Printer Maintenance Kit<br />Give new Life to Printers<br />Easy to install (pickup roller, transfer roller, takeup pad, etc.)<br />Google HP Printer Maintenance Kitetc.<br />Label Jams / Black Streaks / Marks<br />Replace toner cartridge<br />Clean with ONLY Alcohol and Qtip swabs<br />Small Shop Vac to clean up toner deposits<br /> 69. Backups<br />Good<br />USB Flash Drives<br />Full or Mini USB Hard Drives<br />NAS Network Drive<br />Server Share<br />DLT Tapes?<br />Not so Good<br />Zip drives<br />CD/DVD burning<br />Chips (SD, Compaq..)<br />4mm or 8mm Tape<br />30<br />Maintenance<br /> 70. Antivirus<br />Inexpensive from<br />Corporate Versions (for server networks)<br />Symantec Corporate<br />Symantec End Point<br />Client only Versions<br />Norton Antivirus 2010<br />31<br />Maintenance<br /> 71. Maintenance<br /><br /> 72. Maintenance<br /> 73. Spyware / Malware <br />New Antivirus handles Spyware<br />Removal Applications<br />Adaware or Spybot<br />( <br /><br />34<br />Maintenance<br /> 74. Maintenance<br />Vulnerability Scan<br /> 75. 36<br />Maintenance<br />Security Issues<br />Auto logoff<br />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. <br />Strong passwords<br /></p> <ul><li>6 to 8 characters </li></ul> <p> 76. Number or Symbol 77. Case change (cap/nocap)No WEP for wireless<br />User Breeches<br />Use a Double NAT to secure open pubic wireless<br />Internal LAN<br />WAP is secure<br />192.168.0.###<br />Public<br />WAP is open<br />192.168.1.###<br />Network wire<br /> 78. Maintenance<br />System Cleanup<br /><br />Download &amp; Install<br />ONE<br />Cleaner Tab<br />Analyze<br />Run Cleaner<br />37<br /> 79. TWO<br />Registry Tab<br />Scan for Issues<br />Fix Selected issues<br />38<br />Maintenance<br /> 80. Disk Defrag<br />XP in System Tools<br />Run 4 or 5 passes<br />Auslogics Disk Defrag a must for VISTA<br />SSD Drives DO NOT need Disk Defrag<br />Win7 is improved!<br />Runs repeated passes until optimized! <br />39<br />Maintenance<br /><br /> 81. Maintenance<br />Encourage.. Email Maintenance<br />Review and delete items in Junk Email folder<br />Empty deleted mail<br />Use the File -&gt; Archive function to move old information to an archive file<br />Compress your Outlook file (varies by program and account)<br /> 82. Troubleshooting Tips<br /></p> <ul><li>Check the obvious FIRST</li></ul> <p>Cables, power cords, network devices, are other systems OK?, etc..<br /></p> <ul><li>Wait !!Dont Change the settings</li></ul> <p>If it worked before its not probable it was changed magically<br /></p> <ul><li>Know your Technical limits</li></ul> <p>Make the Call.. Tech Support is standing by!<br /></p> <ul><li>Tech Support calls </li></ul> <p> 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<br />Maintenance<br /> 86. Maintenance<br />Safe Mode<br /></p> <ul><li>Loads bare-bones Windows </li></ul> <p> 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!</p>