Tips For The At Web
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This document provides an overview of tips for nonprofit technology support and roles. It discusses how to determine appropriate staffing levels for IT, common IT functions in nonprofits, and the evolution of IT service models from reactive to proactive managed services. It also provides many tips across various technology topics like the basics of data ownership and documentation, hardware maintenance, troubleshooting, purchasing and upgrades, and resources for online training.
Tips For The At Web
- 1. Tips for the Accidental TechieWelcome! Mark ShawConsulting ManagerPresentermark@mnaonline.orgAndy WolberExecutive Directorandy@mnaonline.orgAdam KingTechnical Manageradam@mnaonline.orgZakia BesharaCustomer Relations Associatezakia@mnaonline.org1Introductions Name What Org are you with What are you here to learn? For our Webinar today As your Tech Outreach Tool? Mute *6 on your phone
- 2. Great Tool to reach Staff 2
- 3. Slides and Attachment Available from…http://www.slideshare.net/npowermichiganAll slides are Numbered in case you need to follow that wayAttachmenthttp://checkvist.com/checklists/20348-tips-for-the-accidental-techie3
- 4. On the Menu Today!NP Tech Support & Roles
- 5. The Basics
- 6. Maintenance
- 9. Tech Resources & Training4
- 10. Nonprofit Tech SupportAnd Roles5
- 11. How Many IT Staff Per 100 Employees?HMOGovernmentFor profitNonprofitSource: U.S. Bureau of Labor Statistics, Mass. Department of Education, 1998.
- 12. Time Spent on IT FunctionsThat’s 75%!Source: NTEN 2006 Nonprofit IT Staffing Survey Report.
- 13. IT Service EvolutionChaotic – Reactive – Proactive – Managed – UtilityFull Managed Services: Service Level Agreement with fixed monthly cost
- 14. HW as a Service (Hosting)
- 15. SW as a Service (Hosting)Partial Managed Services: Proactive
- 17. Allows detailed understanding of clientDegree of Virtualization and Efficiency for ClientManaged Services are recurring services provided either on site or remotely on a contractual basis.IT as Investment: Scheduled Support
- 18. Client understands value of IT
- 20. Downtime reducedBreak/Fix: Totally reactive
- 21. Client pays for downtime
- 22. Low investment/low returnDegree of Virtualization and EfficiencySource: NPower DC, slide modified to present generic picture of services.
- 24. Volunteers are best for:Short term projectsProjects that have an easily definable endProjects that aren’t time sensitiveProjects that aren’t critical
- 25. Staff
- 26. Staff are best for:Simple troubleshootingTriaging issues before escalating externallyProjects that require immediate assistanceMaintaining critical documentationDirection for others implementing long-term projects
- 27. Contractors
- 28. Contractors are best for:Issues that require significant, rarely needed expertiseOne-time projectsServer configuration / upgrade / migrationDatabase developmentMulti-site integrationPhone system setup
- 29. The Basics15
- 30. The BasicsData Ownership IssuesMake staff aware that the organization owns the data IncludingEmail
- 31. Financials
- 32. Documentation
- 33. Databases
- 34. Websites
- 35. Other16
- 36. DocumentationZiplock baggiesCreate a Network BinderUsernames, passwords, licensing, network diagram etc.17The Basics
- 37. The BasicsNetwork Binder Starting Pointwww.webjunction.org/do/DisplayContent?id=12489
- 38. Create an InventoryWhy? InsuranceAuditsEasy to identify hardware needsInventory ToolsBelarc Advisor Download.comBest for small Org’s fewer systemsSpiceworksFor Larger client/serverNot freeIncludes Helpdesk Trouble TicketCan be enabled/disabled to help server/network performance issue19The Basics
- 39. 20
- 40. Others..Label Managed DevicesPrinters Fixed IP# on the cover
- 41. Router IP#, User & Pwd labeled to bottomVelcro or Tape the Driver CD to printers/copiersKeep “key” files close easy to get toDrivers, Ccleaner, Malwarebytes, Adobe9, Java, etc.
- 42. Tech Flash Drive
- 43. Tech Server or NAS shareCarry an Info txt File (secure it!)Accounts
- 44. URL’s user/pwd
- 47. Use a single Data Repository for StaffEasy to backup, recover, find, etcRedirected My Documents (to server)
- 48. NAS or Server Drive Share
- 49. Helps to define data ownership22The Basics
- 50. Maintenance23
- 51. New or Rebuilt System SetupDefine your Setup “Boilerplate”Uninstall unwanted Apps
- 52. XP or Win7 – Patched and updated
- 53. Latest hardware drivers etc.
- 54. Office 2007 – Patched and Updated
- 57. Install/update Java, Adobe Reader, Adobe Flash, pdf creator
- 58. Org specific Apps (Database shortcut etc)
- 59. Setup the Users profile, email account
- 60. Here’s your chance to standardize the desktop!
- 61. Install Printers and other peripherals
- 62. Add your tools: Ccleaner, Managed Care, Remote Access, etc.
- 63. Defrag Disk, Run Ccleaner24Maintenance
- 64. MaintenancePC DecrapifierIdentifies and Removes “Bloatware”
- 65. Setup Clients for “Microsoft Update”Combines Microsoft Product UpdatesCan be Automated26Maintenance
- 66. Updates and Service PatchesCheck Your Service PackRgtclk My ComputerPropertiesGeneral TabSystemXP Service Pack 3 + UpdatesVISTA Service Pack 1 + UpdatesWin7 Just a few nowService Packs and UpdatesFirst Update?: Repeat until there are no more27Maintenance
- 67. MaintenanceCaution Staff for “Gotchya’s”“Gotchya”28
- 68. MaintenancePrintersGet rid of your InkjetsTroubleshooting Printer ProblemsLook for the obviousCk Cabling Network switches for Workgroup unitsCorrect Printer Selected? Driver? Port?For jams remove toner(s) and trays and carefully remove paper piecesFrequent Jamming?Printer Maintenance KitGive new Life to PrintersEasy to install (pickup roller, transfer roller, takeup pad, etc.)Google “HP Printer Maintenance Kit” etc.Label Jams / Black Streaks / MarksReplace toner cartridgeClean with ONLY Alcohol and Qtip swabsSmall Shop Vac to clean up toner deposits
- 69. BackupsGoodUSB Flash DrivesFull or Mini USB Hard DrivesNAS Network DriveServer ShareDLT Tapes?Not so GoodZip drivesCD/DVD burningChips (SD, Compaq..)4mm or 8mm Tape30Maintenance
- 70. AntivirusInexpensive from Techsoup.orgCorporate Versions (for server networks) Symantec Corporate Symantec End PointClient only Versions Norton Antivirus 201031Maintenance
- 72. Maintenance
- 73. Spyware / Malware New Antivirus handles SpywareRemoval ApplicationsAdaware or Spybot (Downloads.com) Malwarebytes.com34Maintenance
- 75. 36MaintenanceSecurity 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 passwords6 to 8 characters
- 76. Number or Symbol
- 77. Case change (cap/nocap)No WEP for wirelessUser BreechesUse a “Double NAT” to secure open “pubic” wirelessInternal LANWAP is secure192.168.0.###PublicWAP is open192.168.1.###Network wire
- 78. MaintenanceSystem CleanupCCleaner.comDownload & InstallONECleaner TabAnalyzeRun Cleaner37
- 79. TWORegistry TabScan for IssuesFix Selected issues38Maintenance
- 80. Disk DefragXP in System ToolsRun 4 or 5 passesAuslogics Disk Defrag a must for VISTASSD Drives DO NOT need Disk DefragWin7 is improved! Runs repeated passes until optimized! 39Maintenancewww.auslogics.com/disk-defrag
- 81. MaintenanceEncourage.. “Email Maintenance”Review and delete items in “Junk Email” folderEmpty deleted mailUse the “File -> Archive” function to move old information to an archive fileCompress your Outlook file (varies by program and account)
- 82. Troubleshooting TipsCheck the obvious FIRST Cables, power cords, network devices, are other systems OK?, etc..Wait !! Don’t Change the settings If 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
- 83. Be specific and clear
- 84. Be prepared
- 85. Serial Numbers, Make and Model, Account Info, Service Tag, Express Service Code, … all before you pick up the phone!41Maintenance
- 86. MaintenanceSafe ModeLoads bare-bones Windows
- 87. Safe Mode
- 88. Safe Mode with Network
- 89. If error does not occur in Safe Mode, probably an error with a recently installed program
- 90. Uninstall recent programs, run virus scan, run spyware scan…. Cross Fingers!MaintenanceSystem Restore Restores Windows to a point in the past before problems occurred
- 91. Will not lose files or emails
- 92. Can help with bad spyware and virus infections
- 93. Start All Programs Accessories System Tools System RestoreMaintenanceCleaning a systemUninstall unused programsUninstall toolbarsInstall all Microsoft updatesUpdate anti-virus & run a full sys scan in Safe ModeRun a scan using housecall.trendmicro.comUpdate Spyware Malware and scan in Safe ModeTurn on system firewallInstall CCleaner (cleaner and Registry tabs)Remove undesired start-up itemsCk Startup GroupReview Startup in CCleanerDefrag the driveMinor optimizations: Turn sounds off, Modify boot time, Optimize visuals for best performance, Make desktop single color
- 94. Bad Virus or Just “Messed Up”Destructive RebuildShould be “hardware worthy” New?Great time to add more RAM, blowout dust, etcAbout 3 to 4 hrs for rebuild, updates and data migration.1st! Backup Data, Email files, FavoritesRemove HDAccess as 2ndary on another systemPlace HD in an External USB HD CaseReload OSSave the Diagnostic PartitionDelete (L) the Data Partition and reformat/installReload drivers from Mfg website and build to Boilerplate45Maintenance
- 98. Define what you expect Users to doWeeklyCheck backupCheck anti-virusCheck anti-spyware softwareCcleaner “Cleaner Tab”Browser CleanMonthlyManual check for Microsoft updates
- 99. Manual update security software:
- 100. Anti-virus
- 101. Anti-spyware
- 102. Run a full system scan:
- 103. Anti-virus
- 104. Spyware Malware
- 105. Defragment diskYearlyCleankeyboard & mouse
- 106. Check all software updates and versions
- 107. Optional: image your system
- 108. Optional: reformat and clean reinstall
- 109. Archive email every 6 to 12 monthsTips and Tricks49
- 110. Tips and TricksOffice 2003 Compatibility Pack50.doc .ppt.xls.docx.pptx.xlsxhttp://office.microsoft.com/en-us/products/ha101686761033.aspx?WT.mc_id=42
- 111. Migrate Server Apps to the “Cloud”Exchange, Database, Financials,
- 112. Cost effective over Internal Server & App
- 113. Advantages of Cloud AppsWork from ANY computer anywhereNo backups, no server, no maintenanceNo client installationsSecureMore about Cloud Apps Still needs to be “managed” Might want to bump your bandwidth up51Tips and Tricks
- 114. Server AlternativesSimplify local file sharing and backups52Tips and Tricks$150 to $700Easy setup and maintenanceReliable, secureMicrosoft Home Server10 user limit
- 115. Excellent Backup and Restore
- 116. Reliable
- 117. Up to 4 TbNetwork Storage Device (NAS)Unlimited Users
- 118. Good Backup & File Sharing
- 119. Reliable
- 120. Size based on model & HD’sTips and TricksXobni.comOutlook Search Tool
- 121. Tips and TricksLogMeIn.comFree access to your computer at the officeWork on files, email, etc.
- 122. Tips and TricksZolvedFree remote accessTwo sides 1) Support Person 2) User in need
- 123. Tips and Trickshttp://j.mpAllows you to shorten, share, and track links
- 124. Tips and TricksPdf File CreationGenerate from a “pdf printer”Generate from a “Save as”PDF Creator - http://sourceforge.net/projects/pdfcreator/
- 125. PDF 995 – http://www.pdf995.com
- 126. SaveAsPDF for Office 2007 -- http://tinyurl.com/6lpoyd
- 127. All Free!Adobe Acrobat 9 - $299 retail
- 128. Buy or Upgrade58
- 129. Buy or UpgradeHardware Reality Check3 to 5 years Old ?Match RAM to OS If needed usually worth a Rebuild Not worth extensive upgradesOlder than 5 years ?Replace Issue with your “Boiler Plate”59
- 130. UpgradeMemorySystem is 3 to 5 years old98% of the time..Only HW upgrade worth doing “Bang for Buck”OS Guideline XP = 1-2Gb Vista Win7 = 3-4GbUSE A MEMORY CONFIGURATION TOOL!!!Example: Crucial.com, newegg.com, etc..
- 131. BuyBuy “Business Grade” “Consumer Grade” too much “Bloatware”Home and Home OfficeSmall & Medium BusinessEnterpriseDell ExamplesDell Vostro
- 132. Dell OptiplexBuyProcessor ComponentsPerformance variables between Series ModelsNumber of Cores (Single, Duo, Quad..)Cache (2Mb, 6Mb, 12Mb)Speed (2.3Ghz)FSB (1333 mhz, 1066 mhz)Today Intel is kingGood Core2 or CentrinoBetter Quad CoreBest Core i7 and Extreme VersionsWhich is a better?
- 133. Buy?Intel Integrated X4500Hd NvidiaGforce 9800 512mb
- 134. Network UpgradesUpgrade to Gigabit Switch“Quick Win” for network performance Great for Server / NAS and Clients less than 3yrsCablingCat5 Up to 100bt (250ft) Cat5e Up to 1000bt (200ft) Cat6 Better for GbFirewall as a bottleneck?Newer Units can “Open up” available bandwidth
- 135. Network UpgradesContent FilteringAs a..Firewall SubscriptionHosted Service www.opendns.com
- 138. Tips and TricksSearch by:Hardware make / model numberError numberProgram name / version numberError descriptionOperating system versionKey phrase
- 140. Tech Resources
- 141. Tech Resources
- 142. Tech ResourcesBy Sue Bennett
- 143. Tech ResourcesTechSoup.org Software AND NPO InformationMicrosoft Office 2007 Professional - $20
- 144. PeachTree Premium Accounting 2009 - $65
- 145. Quickbooks Premier 2008 - $45Online TrainingOffice.Microsoft.comFree training and demos for Office 2003 & 2007
- 146. Online TrainingHP.com/go/learningcenterBasic computer, email, Office suite training
- 147. Online TrainingNonprofit Technology Webinars and Info SourceChoosing a database
- 148. Blogging
- 149. Web Redesign
- 150. Online Donations