tips for the accidental techie

Mark Shaw

Consulting Manager

Presentermark@mnaonline.org

Andy Wolber

Executive Director

andy@mnaonline.org

Adam King

Technical Manageradam@mnaonline.org

Zakia Beshara

Customer Relations Associatezakia@mnaonline.org

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

5

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

16

Documentation

Ziplock baggies

Create a Network Binder• Usernames, passwords, licensing, network

diagram etc.

17

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

19

The Basics

20

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

21

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

22

The Basics

Maintenance

23

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

24

Maintenance

PC Decrapifier Identifies and Removes “Bloatware”

Maintenance

Setup Clients for “Microsoft Update”• Combines Microsoft Product Updates• Can be Automated

26

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

27

Maintenance

“Got

chya

”

Caution Staff for “Gotchya’s”

28

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

30

Maintenance

AntivirusInexpensive from Techsoup.org

Corporate Versions (for server networks)

Symantec Corporate

Symantec End Point

Client only Versions

Norton Antivirus 2010

31

Maintenance

Maintenancehttp://j.mp/MicrosoftSecurity

Maintenance

Spyware / Malware New Antivirus handles Spyware

Removal ApplicationsAdaware or Spybot

(Downloads.com)

Malwarebytes.com

34

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

36

Maintenance

Internal LANWAP is secure192.168.0.###

PublicWAP is open192.168.1.###Network wire

System CleanupCCleaner.comDownload & Install

ONECleaner Tab1) Analyze2) Run Cleaner

37

Maintenance

TWORegistry Tab1) Scan for Issues2) Fix Selected issues

38

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!

41

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

45

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

52

$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

• Xobni.comOutlook Search Tool

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

58

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”

59

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