Training Manual (2014 July) v2

8/11/2019 Training Manual (2014 July) v2

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APU Technical AssistantSupport Team

Attachment Program Training Manual

Name: ___________________________________

MentorsNames: _________________________

Godparents Names:______________________

Group No.:_______________________________


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APU Technical Assistant Support Team Attachment Programme Training Manual

APU Technology Services Department Page 2 of 63

Table of Contents

1.0 Introduction ........................................................ ....................................................... ......................... 4

1.1 Technology Services Functional Organization Chart ........................................ 4

1.2

APU Technical Assistant Support Team Organization Chart ......................... 5

2.0 Code of Conduct .......................................................... ....................................................... ................ 6

2.1 Purpose of Code of Conduct .......................................................... ............................. 6

2.2 General Principles ........................................ ........................................................ .......... 6

2.3 Professional Dress Code .................................... .......................................................... 6

3.0 Job Scope of the Board Members ..................................................... ........................................... 7

3.1 Lab Chief & Assistant Lab Chief .................................................... ............................. 7

3.2

Secretary ............................................................................ ................................................ 7

3.3 Admin Department ............................ ......................................................... ................... 7

3.4 Hardware Department ............................... ......................................................... ......... 7

3.5 Software Department .................................................... ................................................ 7

3.6 Corporate Training Department .................................................. ............................. 7

3.7 Human Resource Department ...................................................... ............................. 7

4.0 Daily Operation Routines ................................................. ........................................................ ...... 8

4.1 Computer Labs Startup and Shutdown Operation ............................................ 8

4.2 Printing Counter Facilities ........................................................................................ .. 8

4.3 Inventories Management ...................................................... ....................................... 8

4.4 Lab Reservation System ........................................................ ....................................... 9

4.5 Lab PC Login, BYOD, Webmail & Webspace Management ............................. 9

4.6 Lab PC Login Troubleshooting ..................................................... ............................. 9

4.7 Quality Control (QC) ............................................................................................. ......... 9

4.8 Student ID and Formal Attire ........................................................ .......................... 10

4.9 Telephone System ........................................................... ............................................ 10

4.10 Cloudmail System .................................................................... .................................... 10

4.10.1 E-mail Signature ................................................. ........................................................ ... 10

4.10.2 Duty Request ..................................................................................................... ............. 11

4.10.3 TPM P-Counter Update ....................................................... ........................................ 12

4.10.4 TPM P-Counter Projector Loaning Update ......................................................... 13

4.10.5 P-Counter A4 Paper Stock Request ................................................... .................... 14

4.10.6

MINES P-Counter Update .................................................................... ...................... 15


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4.10.7 Rounding Update ........................................................ .................................................. 16

4.10.8 QC Update .................................................... ....................................................... ............. 17

4.10.9 QC Softcopy Update ............................................................................... ...................... 18

5.0 Summary of TA Duties ............................................................................................. .................... 21

5.1 P-Counter (TPM & Mines) .................................................... .................................... 21

5.2 Rounding (TPM & MINES)......................... ......................................................... ...... 21

5.3 QC (TPM, ENT3, MINES & SCP) .......................................... .................................... 22

5.4 Rounding & QC (SCP) ................................................................................................. 22

6.0 Appendix ........................................................................................................................................... 23

6.1 Duty Released and Replaced Form ....................................................... ................ 23

6.2 General Meeting Absent Form ...................................................... .......................... 24

6.3

Duty Quota Letter .................................................. ...................................................... 25

6.4 Personal Claim Form ..................................................... ............................................. 26

6.5 Special Task Claim Form (White Form) ........................................................ ...... 27

7.0 Notes ................................................................................................................................................... 28

7.1 Problem Solving ....................................................................... .................................... 29

7.2 Daily Operation Routines ............................................ ............................................. 30

7.3 Administrative Skills .............................................................. .................................... 34

7.4

Hardware Skills .................................................................................. .......................... 39

7.5 Quality Control (QC) Skills ....................................................................................... 42

7.6 Software Skills ........................................................ ...................................................... 44

7.7 Corporate Training .............................................. ....................................................... 47

7.8 Practical Training Session Attendance .......................................................... ...... 49

7.9 Communication Skills ......................................... ....................................................... 50

7.9.1 Technical Assistants ........................................................................................................ 50

7.9.2

Technology ServicesStaff ............................................................................................... 53

7.10 Learning Logs ................................................................................................ ................ 54


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1.0

Introduction

APU Technical Assistant Support Team is grouped by APUs students andlead by Technology Services (TS) Department. As a Technical Assistant

(TA), the person has been trained to assist in supporting the daily operational activities of the computer labs, the areas of the end user support,

software and hardware installation, lab maintenance and student lab enquiry services which are provided by APU.

1.1

Technology Services Functional Organization Chart


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1.2

APU Technical Assistant Support Team Organization Chart


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2.0 Code of Conduct

2.1 Purpose of Code of Conduct

The purpose of code of conduct is to provide Technical Assistants with guidance on thestandards of behavior expected of them in performing their duties of employment and in their

dealings with other Technical Assistants, students, staffs and any other member of APU.

2.2

General Principles

All general and academic employees have a responsibility to:

Respect and uphold the good name of the University.

Treat other employees and students with fairness, courtesy, respect and without

discrimination.

Act honestly, avoiding situations which may give rise to a conflict of interest or the

perception of such a conflict.

Carry out their duties in a professional, responsibilities and diligent manner.

2.3

Professional Dress Code

We are looking forward to see our Technical Assistants with professional dressing all

time in APU. Following are some guidance of what kind of dressing code we expect from

Technical Assistant:-

Required Mens Clothing

- Shirt (tucked-in) (if long sleeve shirt, do not fold up the sleeves)

- Necktie

- Formal belt

- Long pants

- Slacks

- Black formal shoes

Required Ladies Clothing

-

Blouse

- Skirt

- Long pants

- Slacks

- Sandals

- High heels


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3.0Job Scope of the Board Members

The Board Members consist of the Lab Chief, Assistant Lab Chief, Secretary and the five main

departments. Each department consists of a head who leads the department with the help of

assistant(s). The following are the job scopes of the Board Members.

3.1 Lab Chief & Assistant Lab Chief

The Lab Chief and Assistant Lab Chief are the top positions in the Hierarchy of Technical

Assistant Team that act as the intermediary between Technology Services (TS) and Technical

Assistants (TAs) in terms of communication channel. According to the flow of hierarchy, TS

will distribute the job task to the Lab Chief or Assistant Lab Chief, and then they will manage

it and distribute the task to the TAs. They will report to TS once the task is done.

3.2

SecretaryThe Secretary has the responsibility to assist the Lab Chief and Assistant Lab Chief. However,

the Secretary concentrates more on documentation and monitoring the Admin Department.

3.3 Admin Department

Admin Department is responsible for all the documentation in the TA team, which are under

the supervision of the Secretary.

3.4 Hardware Department

Hardware Department is responsible for all the computer equipment within APU.

3.5 Software Department

Software Department is responsible for all the copyright issues of software and maintaining

the software in the computer labs of APU.

3.6 Corporate Training Department

Corporate Training Department is responsible for preparing classes that will be used for

training purposes. The conducted classrooms will be located in Mines and also some specific

labs in TPM based on the requirements.

3.7 Human Resource Department

Human Resource Department is responsible for the process of acquiring and appraising

Technical Assistants.


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4.0Daily Operation Routines

4.1 Computer Labs Startup and Shutdown Operation

One of the main responsibilities of TAs is the opening and closing of the computer labs. Thistask is usually done by the Shift 1 and Shift 6 rounder on duty. All labs have to be opened

before the morning classes at 8:30am, therefore requiring the TAs to be present and on duty at

8:15am to open the labs.

The closing of the labs, however, must follow their own specific operational hours. In TPM,

all labs have to be closed at 7:00pm with the exception to Lab 3 and 4 which are closed at

9:30pm as well as Corporate Training classes being held in the lab itself. In MINES, the closing

time is 7:45pm and in SCP, it is 5:00pm.

If the lab itself is empty and it is approaching the end of operational hours, the rounder can goahead and begin turning off the lab early.

4.2 Printing Counter Facilities

Another responsibility of TAs is managing printing and scanning services at the Resource Lab

as known as P-Counter. This task is done by the TA on P-Counter duty.

All printers are able to print both colour as well as black & white documents. The students

need to only change theprintersproperties of their document to grayscale if they want it to be

in black & white document, because by default the printers will print out in colour.

Additionally, scanning services are free and available by using the printer/scanner located next

to the Resource Lab PC.

The TA must ensure that all print jobs are done smoothly, at the same time providing free

scanning services to the student. The TA must also readily help those students who have

printing problems. If there are faulty pages and/or lab documents which are unpaid, it has to

be keyed into the Faulty Pages Log which can be found in the Resource Lab PC.

4.3 Inventories Management

All inventories such as projectors, speakers, QC laptops, printer toners, CDs, tools and

equipment have to be listed in the loaning log that is available in Helpdesk. The TA on P-

Counter duty is responsible for verifying any inventories loaned and returned. This is an

important step to keep track of the inventories and preventing loss of items.

Projectors are available to loan out to students and lecturers for the events held in the TPM

foyer or other purposes IF AND ONLY IF they acquired permission from the Technology

Services staff. For loaning projectors, the TA on P-Counter duty has to send two e-mails to

inform all TAsone when it is loaned out and another when it is returned.


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On the other hand, whenever a TA changes toner for a printer in the P-Counter, he/she must

send an e-mail to update everyone about the remaining stock of printer toners, drums, fusers

and belts. The same goes to the P-Counter person when the vendor delivers additional stocks.

4.4 Lab Reservation System

Preparing lab reservation schedules for all labs is done by Shift 6 TA on P-Counter duty in

TPM and MINES. The purpose of this task is to let students and lecturers check the lab status

on a particular time slot whether there is a class going on or it is available for students. After

the lab schedules are printed, the rounder on duty have to change the lab schedules shown at

the front of the lab doors.

4.5 Lab PC Login, BYOD, Webmail & Webspace Management

Lab PC login, BYOD and Student Webmail are under one account. If a student is unable to

login to the lab PC, the TA can check by logging in to the Webmail. Similarly, if a student isunable to login to his/her Webmail, the TA can check by logging in to the lab PC. If the result

shows that both accounts are unable to login, the TA should go to the Active Directory via the

P-Counter PC, search for the student ID and reset the password.

For Webspace account however, a student is able to reset his/her password by clicking on the

Forgot password link on the Webspace login screen. The new password is then sent to the

students Webmail. Another alternative solution is to send a Webspace Issue email along

with the students details to CTI Department. If the students Webspace account is locked, the

student currently has some outstanding payment with the Administration and should be

instructed to go to the Administration Office at the Ground Floor for further clarification.

4.6

Lab PC Login Troubleshooting

Being unable to login to the lab PC is one of the main problems faced by students. This can

occur due to many reasons, such as account problem, PC problem, and network problem. For

account problems, the TA needs to check if the student is keying in the correct student ID and

password, whether the account exists or is disabled. For PC problems, the PC needs to be

checked to see if it is in working condition. Lastly for network problems, the TA needs to

check if the PC has a stable internet connection and if the PC is connected to the Techlab

domain.

4.7 Quality Control (QC)

There is QC duty in TPM, ENT3, MINES as well as SCP. The TA who is on QC duty has to

bring a QC laptop to check the IT equipment in every classroom in the building. The TA should

also note down the QC results in a QC sheet. If there is any problem, the TA should solve it

immediately. In the event that the problem cannot be solved, the TA must inform the next QC

person and also send an e-mail to inform every TA and Hardware Department.


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4.8 Student ID and Formal Attire

Checking the student ID of students in the lab area is every TAsresponsibility. The purpose

is to make sure that the users of APU IT facilities are students of the university. Moreover, as

long as it is before 6pm, students must also wear formal attire when they are in the lab premise.

If a student fails to display his/her Student ID, or fails to wear formal attire, the TAs have the

right to ask them, in a polite and professional manner, to leave the lab premise.

4.9 Telephone System

A list of the extension numbers of all APU staff is available in the P-Counter. The TAs can

refer to the list to know all the important extension numbers such as the Technology Services

staff, Logistics, Accounts & Finance, Helpdesk, P-Counter and so on.

The TA on P-Counter duty should always pick up and transfer calls in a polite and professional

manner. The TA should also record the call details in the Call Log.

4.10Cloudmail System

TAs use the office365 (https://login.microsoftonline.com) as their main media of

communication to send important updates regarding the problems in the lab area and

classrooms, often after they finish their duty on every Shift. The following are the guidelines

one should observe while sending emails across the APU Technical Support Team. It is very

IMPORTANT to follow the guidelines strictly as it may affect how others receive the e-mails.

4.10.1

E-mail Signature

Your email signature MUST contain your name, mobile number and intake code as shown

below.

However, if you are on semester break please indicate that in your signature too as shown

below. Always remember to update your latest intake status at your signature.

Best regards,

Wei Siao Ping

012-345 6789

UC2F1305IT

Best regards,

Wei Siao Ping

012-345 6789*Semester Break*
https://login.microsoftonline.com/https://login.microsoftonline.com/https://login.microsoftonline.com/https://login.microsoftonline.com/


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4.10.2Duty Request

This is sent every week where TAs request duty for the following week. Duty Requests should

be sent to Admin and Cc to HR and the Lab Chief. The time to send duty request is from

Friday 8:00pm to Saturday 2:00pm. Duty Requests sent outside this time period will be

ignored, unless a reason is stated. Duties are assigned on a first-come-first-serve basis. In the

event when the Cloudmail server is down, TAs will have to send their duty request to the TA

Backup Gmail ([email protected])instead.

Send to:[email protected]

Cc:[email protected];[email protected]

Subject:[TA] Duty Request for the Week of 02062014

Dear Admin,

I would like to request duty for the week of 2ndJune 2014 as follows:

Monday (02062014) : S2

Tuesday (03062014) : S1 & S6

Wednesday (04062014) : S2 S5

Thursday (05062014) : S3 & S5-S6

Thank you.

Best regards,

Wei Siao Ping012-345 6789

UC2F1305IT
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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4.10.3TPM P-Counter Update

TPM P-Counter updates in relation to the P-Counter (any issues regarding printers and A4

paper) are to be addressed in the format as follows. The e-mail should be sent to every TA and

Cc [email protected] a toner is changed in a printer, the TA on duty should

print the Print Configuration Report of the printer, scan it and attach it to the e-mail updates.

If a printer is having printing problems, attach an example of bad print job too if there is any.

TPM P-Counter email updates should be sent only when there are updates.


Cc:[email protected]

Subject: [LAB] P-Counter Update S2 02062014

Dear all,

20 reams of A4 paper have been collected during Shift 1 today.

Current A4 stock is: 25 reams.

The black tonerwas changed in PS1during Shift 2 today. Attached above is the printer

configuration report for PS1.

The remaining stock of:

Toner

Black - 3

Cyan - 2Magenta - 2

Yellow - 2

Drum

Black - 0

Cyan - 1

Magenta - 1

Yellow - 1

Belt

Stock - 1

Fuser

Stock - 0

PS3 is currently switched off due to having printing problems. Attached above is the print

job done by PS3.

Best regards,

Wei Siao Ping

012-345 6789

UC2F1305IT
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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4.10.4TPM P-Counter Projector Loaning Update

Any issues regarding projectors and loaning of equipment are to be send by TA on TPM P-

Counter duty in the format as follows. The e-mail should be sent to every TA and Cc to the

Technology Services staff that is in charge of the computer labs.



Subject: [LAB] P-Counter Update S2 03062014

Dear all,

ProjectorAPU-INF-001was loaned out by a student named Yap Yong Yao for

Wushu Club event at foyer. Kindly retrieve the projector back at S5 today.

ProjectorAPU-INF-002and one projector screen have been retrieved to the

Helpdesk from the Yemeni Cultural Night event at the foyer.

Best regards,

Wei Siao Ping

012-345 6789UC2F1305IT
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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4.10.5P-Counter A4 Paper Stock Request

If there are less than 10 A4 paper reams in TPM or MINES P-Counter, the TA on P-Counter

duty must send an email in the format as follows. The e-mail should be sent to Admin

Department only.


Subject: (TPM P-Counter)[LAB] P-Counter Update S3 03062014

(MINES P-Counter)[MINES] P-Counter Update S3 03062014

Dear Admin,

Please request for more A4 paper as there are only 5 reamsleft in TPM P-Counter.

Best regards,

Wei Siao Ping

012-345 6789

UC2F1305IT
mailto:[email protected]:[email protected]:[email protected]:[email protected]


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4.10.6MINES P-Counter Update

Unlike TPM P-Counter Update, MINES P-Counter Update includes updates from Rounding

and QC as well, and is sent every Shift 6 only. The email should be in the format as follows.



Subject: [MINES] P-Counter Update S1-S603062014

Dear all,

P-Counter Updates

Current A4 stock is: 25 reams.

The black tonerwas changed in PS1during Shift 3 today. Attached above is the printer

configuration report for PS1.

The remaining stock of:

Toner

Black - 3

Cyan - 2

Magenta - 2

Yellow - 2

DrumBlack - 0

Cyan - 1

Magenta - 1

Yellow - 1

Belt

Stock - 1

Fuser

Stock - 0

Rounding Updates

QC Updates

Best regards,

Wei Siao Ping

012-345 6789

UC2F1305IT
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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4.10.7Rounding Update

Rounding updates in relation to the Labs and Presentation Rooms (any issues regarding

machines and chairs) are to be addressed in the format as follows. Case numbers are given to

problems that need the assistance of Hardware Department. Only Hardware Department can

create the case numbers. If a case number is given to a pending problem by Hardware

Department, the case number must be included in the next email until the problem is solved.

Rounding email updates must be sent after every Shift.

Send to: [email protected];

[email protected] (if there is software related issues);

[email protected] (if there is hardware or network related

issues)

Cc: [email protected]

Subject:[LAB] Rounding Update S4 04062014

Dear all,

This is the rounding update for Shift 4 today.

PC Name [PENDING] S4 04062014

Problem:

Troubleshoot:

Case Number:

PC Name [SOLVED]

Problem: Troubleshoot:

Best regards,

Wei Siao Ping

012-345 6789

UC2F1305IT
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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4.10.8QC Update

QC updates in relation to the Classrooms Quality Controlling (any issues concerning

projectors, VGA cable, LAN cable, Wi-Fi, drawers, etc.) are to be addressed in the format as

follows. If there is any problem with the projection that cannot be solved during the shift, TA

must take photo of the projection and attached it to the email. Case numbers are given to

problems that need the assistance of Hardware Department. Only Hardware Department can

create the case numbers. If a case number is given to a pending problem by Hardware

Department, the case number must be included in the next email until the problem is solved.

QC email updates must be sent after every Shift.

Send to: [email protected];

[email protected]

Cc: [email protected](TPM & ENT3 QC & MINES) OR

[email protected],.edu.my(SCP QC)

Subject: (TPM QC)[TPM] QC Update S5 05062014

(ENT3 QC)[ENT3] QC Update S5 05062014

(SCP QC)[SCP] QC Update S1-S5 05062014

Dear all,

This is the QC update for Shift 5 today.

Classroom Name [PENDING] 05062014Problem:

Troubleshoot:

Case Number:

Classroom Name [SOLVED]

Problem:

Troubleshoot:

Best regards,

Wei Siao Ping

012-345 6789

UC2F1305IT
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected],.edu.mymailto:[email protected],.edu.mymailto:[email protected],.edu.mymailto:[email protected]:[email protected]:[email protected]


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4.10.9QC Softcopy Update

TA on Shift 6 P-Counter dutymust download the QC softcopy as PDF format from the

Google Drive, attach it to the email and send an email to be addressed in the format as follows.

Send to: [email protected]

Subject: (TPM P-Counter)[HARDWARE] TPM / ENT3 QC Softcopy 27052013

(MINES P-Counter)[HARDWARE] MINES QC Softcopy 27052013

Attachment: QC Softcopy in PDF format

Dear Hardware Department,

Attached above is the softcopy for TPM and ENT3 QC Checklists for today (27/05/2013).

Best regards,

Wei Siao Ping

012-345 6789

UC2F1205IT
mailto:[email protected]:[email protected]:[email protected]


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Important Notes:

1. SCP QC Update should includeall updates in SCP and is sent at the end of each

working day. The subject of the e-mail should be: [SCP] QC Update S1-S5 06062014

The body of the e-mail should be divided into 2 parts:

a. Classroom QC(any issues in classrooms, e.g. speakers, projectors)

b. Lab QC(any issues in labs, e.g. PCs, headsets)

2. MINES P-Counter Update should include ALL updates in MINES and is sent at the

end of each working day by the TA on P-Counter duty ONLY. Which means only one

email is to be sent for all of the updates in Mines at the end of S6. The subject of the e-mail should be: [M INES] P-Counter Update S1-S6 03062014

The body of the e-mail should be divided into 3 parts:

a. P-Counter(any issues in P-Counter, e.g. A4 paper, printer toners)

b. Rounding(any issues in labs)

c. QC(any issues in classrooms)

3. If the remaining number of A4 paper reams left in the P-Counter is 10 or less, the TA

on duty should send an e-mail to the Admin ONLY and request for more A4 paper

reams. The e-mail subject still remains the same.

4. For the following forms (please refer to 6.0 Appendix), TAs are required to get the

signatures first before scanning and sending an e-mail with respective e-mail subjects

to HR Department. After that, the form should be kept in respective folders in P-

Counter.

a. Duty Release and Replacement Form (maximum 3 shifts per week)

Subject[HR] Du ty Release S6 04062014

b. General Meeting Absent Form (maximum 1 submission per month)

Subject[H R] GM 03062014


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c. Duty Quota Letter (maximum 3 submissions per year)

Subject[HR] Du ty Quota Letter June

5. If a TA is present for duty but is unable to perform the duty due to being assigned by

Board Members or Technology Services staff to do other tasks, the TA must send an

e-mail to HR and state the reason. If a TA is not coming for duty at all, he/she should

release the duty instead.

a. Subject[H R] Unable to Perform Duty S6 05062014

6. If a TA is late for duty, the TA must send an e-mail to HR and state the reason for being

late.

a. Subject[H R] L ate for Duty S1 05062014

7. If a TA came on time for duty but missed the time to sign-in into his/her shift due to

he/she had to prioritize other tasks, the TA must send an e-mail to Lab Chief, Assistant

Lab Chief, Secretary and Cc to HR and state the reason.

a. Subject[PAYROLL ] Sign I n L ate S1 06062014

8.

If a TA is unable to sign-in into his/her shift at all due to the payroll system is having

problem, the TA must send an e-mail to Lab Chief, Assistant Lab Chief, Secretary and

Cc to HR and inform them.

a. Subject[PAYROLL ] Unable to Sign In S1 06062014

9. If a TA forgot to sign-out his/her shift before leaving the campus, the TA must send an

e-mail to Lab Chief, Assistant Lab Chief, Secretary and Cc to HR and state the reason.

The TA must also make sure to sign-out the next working day. Failure to do so may

affect the TAs claim for that particular shift.

a. Subject[PAYROLL ] Forgot to Sign Out S6 06062014

10.A TA should fully understand the difference between Duty Releaseand Unable to

Perform Duty, as well as the difference between Late for Duty and Sign in

Late.


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5.0Summary of TA Duties

5.1 P-Counter (TPM & Mines)

Ensure all printers are up and running Ensure all printers have sufficient amount of papers for printing

Keep track of A4 paper stock in the Tracking Sheet for Lab Stationery

Provide free scanning services for students and staff

Pick up and transfer calls in a polite and professional manner

Provide assistance to students and lecturers

Reset students password when they are unable to login to the lab PCs

Verify the inventory loaning logs

Update Toner Stock in both email and Helpdesk Tracking Log once a toner is changed

Keep track of Duty Log and Call Log

Print out the new duty rosters (Monday Shift 1)

Prepare lab schedules (Shift 6)

Check projectors, tools and CDs stock and fill in the respective Inventory Checking

Log (Shift 6)

Print out TPM and ENT3 QC Checklists and get them verified by Technology Services

staff (Shift 6)

Send TPM and ENT3 QC Checklists softcopy to Hardware Department with correct

email subject (Shift 6)

Send Faulty Pages Log to the Manager, and Cc to Lab Chief, Assistant Lab Chief andSecretary (Shift 6)

5.2 Rounding (TPM & MINES)

Open and close the computer labs (Shift 1 & 6)

Keep the lab area clean

Ensure all lab PCs are in working condition, including PCs in Presentation Rooms

Arrange the labs PC and chair neatly, including PCs in Presentation Rooms

Change the lab schedules on the lab doors (Shift 6)

Deploy projectors or laptops when needed

Provide assistance to students, lecturers, and Technology Services staff

Fill in the Daily Activity Checklist which is in the P-Counter

Get the Daily Activity Checklist verified by Technology Services staff


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5.3 QC (TPM, ENT3, MINES & SCP)

Fill in the Duty Log when loaning out the QC laptop (TPM & ENT3)

Check if the LAN cable, VGA cable and projector are in working condition

Check if the internet LAN connection and Wi-Fi connection are available

Conduct speedtest on the Wi-Fi connection

Check the projector lamp hours

Check the projector screen and drawers condition

Take photo of the projection if it is having problem (colour, sharpness, etc.)

Ensure all auditoriumswireless microphone battery is fully charged (Shift 1)

Ensure L1-9s wireless microphone battery is fully charged (Shift 1 & Shift 5)

Replace Auditorium 1, 2, and 3s wireless microphone battery with fully charged

battery (Shift 6)

5.4

Rounding & QC (SCP)

Only ONE TA is assigned to SCP for the entire day. The TA is responsible for performing

rounding and QC of the computer labs and classrooms in the Asia Pacific Learning Centre

(APLC).


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6.0Appendix

6.1 Duty Released and Replaced Form


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6.2 General Meeting Absent Form


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6.3 Duty Quota Letter


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6.4

Personal Claim Form


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6.5 Special Task Claim Form (White Form)


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7.0Notes

We would like to remind you on a few things:

Please refer to your mentors before referring to the Board Members if there are anyquestions or doubts on this training manual.

Please make full use of the learning logs area given at the end of this training manual

as it will be taken into account in the final evaluation.

Try to keep your training manual as neat as possible. The tidiness of your training

manual will reflect your personality which is also taken into account in the final

evaluation.


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7.1 Problem Solving

The figure below shows the procedure of solving a problem encountered:-


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7.2

Daily Operation Routines

Subject Query Response Signature & Date

Shift 1 Operations - Specify the detailed procedures to

open the labs.

- Specify the time to open the labs.

- Specify who should change the

wireless microphone batteries.

Shift 6 Operations - Specify the detailed procedures to

close the labs.

- Specify the time to close the labs.

- List the things to be careful of when

closing the labs.

- Specify who should change the

wireless microphone batteries.

APU Resource Lab

Management- Specify the types of facilities that

APU provides in the APU Resource

Lab.

- Specify the procedures for a student

to print documents in APU Resource

Lab.


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- Specify the responsibility of a TA

when he/she is managing the

Resource Lab.

- List some common printer problemsand specify the troubleshooting

steps.

- Specify the importance of Duty Log

Sheet.

- Specify the importance of Call Log

Sheet.

Inventory

Management

- List the inventory in Helpdesk that

TAs need to keep track.

- Specify the folder name used to

keep track of the inventory.

- Specify when to check the inventory

stock.

- Specify the procedures of changingprinter toners.

Loan Equipment

Management

- List all the equipment in Helpdesk

that can be loaned out to students.

- Specify the procedures to loan

equipment to a student.

- Specify what the purpose of the log

is and specify how to fill in the log.


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Computer Lab

Reservation System- Specify how to access the lab

reservation system.

- Specify the procedures of preparing

lab schedules.

Student Webmail

and Webspace

Management

- Specify how to help students who

have problems accessing their

student Webmail.

-Specify how to help students whoneed to reset their Webspace

account password.

- Specify what needs to be done if theTA is unable to reset Students

Webspace account password.

PC Login

Troubleshooting

- Specify how to reset a studentspassword if he/she is unable to login

to the PC or BYOD.

- Specify how to troubleshoot the PC

if it is showing no logon server or

trust relationship errors.

Telephone System-

List the Technology ServicesDepartment telephone extension.

- List the Logistics telephone

extension.

- List the Accounts & Finance

telephone extension.


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- List the Resource Lab telephone

extension.

- Specify the steps to transfer a call.

Student ID and

Formal Attire

- Specify the reason why APU

stresses on students to display their

Student IDs at all times.

- Specify how to ask students to

display their Student ID when theyare in the lab premise.

- Specify how to ask students who arenot wearing formal attire to leave

the lab premise.

Godparents Name Signature


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7.3

Administrative Skills


Duty Request - Specify when and how to make duty

request as a TA.

- Specify to whom the duty request

should be sent.

Duty Release andReplace Form -

Specify the purpose of Duty Releaseand Replace Form.

- Specify how to fill in the DutyRelease and Replace Form.

- Specify who should sign and

approve the Duty Release and

Replace Form.

General Meeting

Absent Letter

- Specify the purpose of the General

Meeting Absent Letter.


approve the General Meeting Absent

Letter.

-Specify when and to whom theGeneral Meeting Absent Letter

should be submitted.


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Duty Quota Letter - Specify the purpose of Duty Quota

Letter.


approve the Duty Quota Letter.

- Specify when and to whom the Duty

Quota Letter should be submitted.

Technical Assistant

Payroll System

- Specify the purpose of Technical

Assistant Payroll System.

- Specify when and how to use the

payroll system.

- Specify who manages the payroll

system.

Form Folder - Specify the purpose of Form Folder.

- List all the forms available in the

Form Folder.

Lab Operation Daily

Activity Checklist

- Specify the purpose of Daily

Activity Checklist.

- Specify how to fill in the Daily

Activity Checklist.

- Specify who to verify after finishingthe tasks in Daily Activity Checklist.


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Presentation Room

Checklist- Specify the purpose of Presentation

Room Checklist.

- Specify how to fill in the

Presentation Room Checklist.

- Specify who to verify after finishing

the tasks Presentation Room

Checklist.

Quality Control(QC) Checklist -

Specify the purpose of QCChecklist.

- Specify how to fill in the QC

Checklist.

- Specify who to verify after finishing

the tasks in Quality Control

Checklist.

Tracking Sheet for

Lab Stationery- Specify the purpose of Tracking

Sheet for Lab Stationery.

- Specify how to fill in the Tracking

Sheet for Lab Stationery.

A4 Paper

Requisition

- Specify the minimum stock of A4paper reams before making

requisition.

- Specify who makes A4 paper

requisition.


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- Specify how to fill in the Faulty

Pages Log and where to save it.

- Specify what the naming/format of

Faulty Pages Log to save is.

- Specify when and to whom the

Faulty Pages Log should be sent.



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7.4

Hardware Skills


Procedure in

Changing PCs-Specify what to be aware of when

taking off PCs from a lab.

-Specify the person to inform if there

is any movement of PCs.

-

List the steps when deploying PCsinto labs.

Procedure in

Handling Hardware-Explain the proper way to handle a

RAM.

-Explain the proper way to handle a

hard disk drive.

-Explain the proper way to remove ahardware component inside of a PC

casing.

Replacement

Hardware and Tools-Specify where to find a replacement

for each particular hardware

component.

-Specify the purpose of case numbergiven by Hardware department.

-Specify the procedure after changing

a hardware component in a lab.


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System Unit -List the components or devices in a

system unit.

-List the minimum components ordevices that are needed in order to

boot up the PC.

Power Supply Unit -Explain the importance of a Power

Supply Unit.

-Explain how to start and test a PowerSupply Unit without plugging in to

the motherboard.

Storage Device and

Storage Media-Explain the difference between HDD

and SSD storage method.

-Explain how to remove a CD from a

malfunctioning CD-ROM.

Components in

system unit

(Processor, RAM,

Motherboard)

-Explain how to install a processor

and RAMs onmotherboard.

-State the common problems that

might cause the BIOS to produce a

beep sound.

-Explain how to clean the pins a

RAM or other peripheral devices

(e.g.: graphic card, sound card).


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Printer -List the steps of changing a toner for

a printer in Resource lab.

-Specify who are allowed to change

drum and fuser of a printer.



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7.5

Quality Control (QC) Skills


QC Laptop - Specify where and how to get a QC

laptop to perform classroom QC.

QC Procedure - List out the equipments and its

minimum quantity that are supposed

to be in the QC bag

- Specify what to do if the listed

equipments are not in the QC bag

- List the steps for troubleshooting an

Internet connection in a classroom.

- Explain how to get gateway for

classroom WLAN connection.

QC Procedure

(Projector)

- Specify the correct way to turn on

and off a projector.

- Explain how to check whether the

remote control is functioning.

- Explain how to check the lamp hour

for different models of a projector.

- List the projector models available in

TPM, ENT3,Mines and SCP.

- Explain what to do after changing a

lamp of a projector.


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Troubleshooting - List the steps of troubleshooting a

projector with distorted color

projection.

- Explain the difference betweenExtended and Duplicate display

settings and how to do it in

Windows OS and Mac OS.



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7.6

Software Skills


General - Name 5 examples of Microsoft

products used in the lab.

- Name the antivirus software used in

lab PCs, staff PCs, and laptops.

-Explain what mapping networkdrive is. Specify the procedures to

map a network drive.

- What is the software used to change

the wallpaper in the lab PCs.

Mass Deployment - Name the software that is used for

mass deployment.

- State one advantage and onedisadvantage for this method of

deployment.

- Name and explain the one most

frequently used techniques for massdeployment.


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Joining Domain - State the full domain address used in

the lab PCs.

- Explain the situation where rejoining

the domain is necessary.

- List out the steps for rejoining

domain.

Windows Disk

Protection

- Specify the types of software used to

rollback changes on a hard disk in.

- State the reason of deploying this

software in the lab.

- Choose only one software

mentioned above and specify the

steps how to use the software.

Tempest Server - Explain the usage of the server.

- Specify the way to find the IP

address of the server.

- Explain how to access Tempest.

Startup Folder - Explain the functionality of the

startup folder.

- State the location containing thestartup folder.


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- Specify the steps to access the

startup folder by using shell

commands.

Miscellaneous - Elaborate the steps to enable or

disable auto login via the registry

editing in Windows.

- Elaborate the steps to enable

pressing Ctrl + Alt + Delete before

logging on.

- List all the shared software hostedon a server which can be run by the

PCs in the lab over the network.

- Explain what MSTSC stands for and

its function.



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Image Deployment - List the things needed to be done

during installation.

- Explain what Microsoft Virtual

Server is.

After Installation - Name the software needed to be run

on every PC after image

deployment.

- Specify what to check and QC after

every installation.

Extra Information - List the problems and solutions that

might be faced during a Corporate

Training session.

- Explain what Microsoft Virtual PC

is.



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Functional Unit: Technology Services Page 51 of 63Program Name: APU Technical Assistant Support TeamLast Updated: 4thJuly 2014

Name Personal Information Notes Acknowledgement

Igor Ryaskov

Indraneel Dutta

Jacky Lai Choon

Huey

Jaemy Ho Seng Han

Jessie Lim Punn Eng

Josef Wijaya

Hartjieto

Kavier Koo

Khereeshan Jhugroo

Lai Zai Jun

Lee Win Neng

Lim Chun Feng

Melina Rampersand

Mohsin Ali

Muhammad Anees

Ahmed Khan

Ong Wei Chun


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Name Personal Information Notes Acknowledgement

Pang Qi Cong

Peh Sher Li

Rajini Mohan A/L

Elanjselvan

Shaher Jamal Eddin

Shu Yee Xen

Shucona Akter Dola

Shum Mei Leng

Sree Prakash A/L

Baskaran

Syed Maaz Ali

Tan Kok Hui

Tan Li Teen

Wei Siao Ping

William Nyabuti

Momanyi

Zhadyra Babalieyva


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7.9.2 Technology ServicesStaff

You are required to meet with the staffs of the Technology Services as listed below and

introduce yourself as a new Technical Assistant trainee. Their signatures are required as a proof

that you have met them.

Name Personal InformationAcknowledgement

& Advice

Belvinder Singh A/L

Gurchan Singh

Buntaran Lawrence

Faisal Hasan

Kogulabalan A/L

Samadar

Mohd. Faizul bin

Md. Isa

Mohd. Nubairi bin

Abdul Mutalib

Muhammad Hasan

Rasodin bin

Ramuddin Hamzah

Reza Najafzadeh

Siavash Kazemi

Vijayendran A/L

Kunja Raman

Vivegan Kalidas

Zagros Soltanian


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7.10Learning Logs

Date Learning Notes Acknowledgement


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Learning Logs



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Learning Logs



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Learning Logs



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Learning Logs



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Learning Logs



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Learning Logs



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Learning Logs



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Learning Logs



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Learning Logs


Documents

Training Manual (2014 July) v2