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Workshop created by Mark Shaw for webinar 11/13/2009.
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Mark Shaw
Consulting Manager
Andy Wolber
Executive Director
Adam King
Technical [email protected]
Zakia Beshara
Customer Relations [email protected]
Tips for the Accidental TechieWelcome!
1
Introductions1. Name
2. What Org are you with
3. What are you here to learn?
For our Webinar today
As your Tech Outreach Tool?
Mute *6 on your phone
Great Tool to reach Staff 2
Slides and Attachment Available from…http://www.slideshare.net/npowermichigan
All slides are Numbered in case you need to follow that wayAttachment
http://checkvist.com/checklists/20348-tips-for-the-accidental-techie
3
NP Tech Support & Roles The Basics Maintenance Tips & Tricks Buy or Upgrade Tech Resources & Training
On the Menu Today!
4
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.
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. That’s 75%!
IT Service Evolution
Break/Fix:• Totally reactive• Client pays for downtime• Low investment/low return
IT as Investment:• Scheduled Support • Client understands value of IT• Somewhat proactive• Downtime reduced
Partial Managed Services:• Proactive• Remote management• Allows detailed understanding of client
Full Managed Services: • Service Level Agreement with fixed
monthly cost• HW as a Service (Hosting)• SW as a Service (Hosting)
Chaotic – Reactive – Proactive – Managed – Utility
Degree of Virtualization and Efficiency
Deg
ree
of
Vir
tual
izat
ion
an
d E
ffic
ien
cy f
or
Clie
nt
Source: NPower DC, slide modified to present generic picture of services.
Managed Services are recurring services provided either on site or remotely on a contractual basis.
Volunteers availableVolunteers!
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
Staff
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
Contractors
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
The Basics
15
Data Ownership Issues
Make staff aware that the organization owns the data
Including
EmailFinancialsDocumentationDatabasesWebsitesOther
The Basics
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Documentation
Ziplock baggies
Create a Network Binder• Usernames, passwords, licensing, network
diagram etc.
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The Basics
Network Binder Starting Pointwww.webjunction.org/do/DisplayContent?id=12489
The Basics
Create an InventoryWhy?
• Insurance• Audits• Easy to identify hardware needs
Inventory Tools• Belarc Advisor
– Download.com– Best for small Org’s fewer systems
• Spiceworks– For Larger client/server– Not free– Includes Helpdesk Trouble Ticket– Can be enabled/disabled to help server/network performance issue
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The Basics
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Others..Label Managed Devices Printers Fixed IP# on the cover Router IP#, User & Pwd labeled to bottom
Velcro or Tape the Driver CD to printers/copiers
Keep “key” files close easy to get to Drivers, Ccleaner, Malwarebytes, Adobe9, Java, etc. Tech Flash Drive Tech Server or NAS share
Carry an Info txt File (secure it!) Accounts URL’s user/pwd Support Phone numbers Contact Names
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The Basics
Use a single Data Repository for Staff• Easy to backup, recover, find, etc
Redirected My Documents (to server)NAS or Server Drive ShareHelps to define data ownership
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The Basics
Maintenance
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New or Rebuilt System Setup
Define your Setup “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
PC Decrapifier Identifies and Removes “Bloatware”
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 1 + Updates
Win7 Just a few now
Service Packs and Updates• First Update?: Repeat until there are no more
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Maintenance
“Got
chya
”
Caution Staff for “Gotchya’s”
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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
BackupsGood
• 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
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Maintenance
AntivirusInexpensive from Techsoup.org
Corporate Versions (for server networks)
Symantec Corporate
Symantec End Point
Client only Versions
Norton Antivirus 2010
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Maintenance
Maintenancehttp://j.mp/MicrosoftSecurity
Maintenance
Spyware / Malware New Antivirus handles Spyware
Removal ApplicationsAdaware or Spybot
(Downloads.com)
Malwarebytes.com
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Maintenance
Vulnerability Scanhttp://secunia.com/vulnerability_scanning/online/
Maintenance
Security 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 passwords 6 to 8 characters Number or Symbol Case change (cap/nocap)
No WEP for wireless
User Breeches
Use a “Double NAT” to secure open “pubic” wireless
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Maintenance
Internal LANWAP is secure192.168.0.###
PublicWAP is open192.168.1.###Network wire
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. Auslogics Disk Defrag a must for VISTA
4. SSD Drives DO NOT need Disk Defrag
Win7 is improved! Runs repeated passes until optimized!
39
Maintenance
www.auslogics.com/disk-defrag
• 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)
Encourage.. “Email Maintenance”
Maintenance
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 Network
If error does not occur in Safe Mode, probably an error with a recently installed program
Uninstall recent programs, run virus scan, run spyware scan…. Cross Fingers!
Maintenance
System Restore
Restores Windows to a point in the past before problems occurred
Will not lose files or emailsCan help with bad spyware and virus
infectionsStart All Programs Accessories System
Tools System Restore
Maintenance
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 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
Bad Virus or Just “Messed Up”Destructive Rebuild
• Should be “hardware worthy” New?• 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» Place HD in an External USB HD Case
• 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
Computer Lab?http://tinyurl.com/ytknan
Maintenance
Maintenance
Weekly• Check backup• Check anti-virus• Check anti-spyware
software• Ccleaner “Cleaner
Tab”• Browser Clean
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
Tips and Tricks
49
Office 2003 Compatibility Pack
Tips and Tricks
50
.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
51
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
• LogMeIn.com– Free access to your computer at the office– Work on files, email, etc.
Tips and Tricks
Zolved– Free remote access– Two sides 1) Support Person 2) User in need
Tips and Tricks
Tips and Trickshttp://j.mp
Allows you to shorten, share, and track links
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
Buy or Upgrade
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Hardware Reality Check
3 to 5 years Old ?Match RAM to OSIf needed usually worth a RebuildNot worth extensive upgrades
Older than 5 years ?ReplaceIssue with your “Boiler Plate”
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Buy or Upgrade
MemorySystem is 3 to 5 years old98% of the time..Only HW upgrade worth doing
“Bang for Buck”
OS GuidelineXP = 1-2Gb Vista Win7 = 3-4Gb
• USE A MEMORY CONFIGURATION TOOL!!!• Example: Crucial.com, newegg.com, etc..
Upgrade
Buy “Business Grade” “Consumer Grade” too much “Bloatware”
Buy
Home and Home OfficeSmall & Medium BusinessEnterprise
Dell Examples• Dell Vostro • Dell Optiplex
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 i7 and Extreme Versions
Buy
Which is a better?
?
Intel Integrated X4500Hd Nvidia Gforce 9800 512mb
Buy
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
Firewall as a bottleneck?Newer Units can “Open up” available bandwidth
Network Upgrades
Content Filtering
Network Upgrades
As a..1) Firewall Subscription2) Hosted Service
www.opendns.com
Tech Resources
Training
66
Tech Resources
Searching
Search by:• Hardware make / model number• Error number• Program name / version number• Error description• Operating system version• Key phrase
Tips and Tricks
http://NPTechguide.pbwiki.com/
Tech Resources
Tech Resources
Tech Resources
By Sue Bennett
Tech Resources
TechSoup.org Software AND NPO Information– Microsoft Office 2007 Professional - $20– PeachTree Premium Accounting 2009 - $65– Quickbooks Premier 2008 - $45
Tech Resources
• Office.Microsoft.com– Free training and demos for Office 2003 & 2007
Online Training
• HP.com/go/learningcenter– Basic computer, email, Office suite training
Online Training
Nonprofit Technology Webinars and Info Source Choosing a database Blogging Web Redesign Online Donations Social Media
Online Training
NTEN.orgIdealware.org
