Mark Shaw
Consulting Manager
Adam King
Technology [email protected]
Tips for the Accidental TechieWelcome!
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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?
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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
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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?
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?
Intel Integrated X4500Hd Nvidia Gforce 9800 512mb
Buy
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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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