easy discussion replies 15

Must be a minimum of 100 words each

1) Chapter 2: Tinted or Clear

In the chapter, Windows 8 is listed as the prime example of windows editions that can be picked from. 8.1, for example, is the premier edition of windows that laptop and desktop computers use for home and at a setting like a small office, supporting homegroups but lacking BitLocker Encryption methods. This would obviously be good for someone to just needs the PC for its prime functions at home and surfing the web. One that should be familiar to some is 8.1 for students! A perfect example of a great value choice if you are already spending money to go to school, you can get this version of windows for far cheaper than you usually would without soul crushing student loan debt!

2) Chapter 2: Windows 7 Clean Install

Not that I have ever experienced this, but I would be pretty freaked out if I started my computer to see just he BIOS/UEFI and no real type of Interface. A clean install is necessary if no operating system is installed on the PC. During the clean installation, when using a upgrade license of Windows 7, setup will verify that a Windows OS is present, which then qualifies the use of the upgrade license. Sidenote: If installing 64-bit or 32-bit OS, begin the installation by booting from the DVD.

3) Chapter 2: The Importance of Steps

These steps are useful for us who may want to use a 64-bit version of Windows and UEFI firmware mode, which then requires us to use the GPT partitioning system. The reason why this important/useful is because prior to switching to the 64 bit, our hard drive is already partitioned with the MBR system. Which then brings us to the realization that the error won;t reveal itself until we reach the step in the installation where we select the partition or unallocated space on the hard drive to hold the windows installation.

4) Chapter 5: Trait for Success

Working as a technician, please keep in mind that you work in a support capacity. Do your best to be helpful, resolved the issue the first time, and deliver as promise. One of the most important ways to achieve customer satisfaction is to do your best by being prepared, both technically and personally.

In the role of desk-side support to users, what do you think is your strongest social skill that would help you succeed in this role? What is likely to be your greatest interpersonal weakness that might present a challenge to you in this role? What is one change you might consider making that will help you to improve on this weakness?

5) Chapter 5: Be Human

What I mean by that is that there are plenty of places to get information and most computer issues can be resolved by someone who feels comfortable searching Google and following some instructions. However, there are things that even when I can find information and read the instructions, I know I’m out of my depth. Fortunately, I work with a very patient developer who helps me understand what parts I need and what I don’t. Most people don’t have a developer and so Google search can be overwhelming. They want a person to talk to. To explain their needs and to custom a response just for them. My biggest pet peeve in support is the “first response” Macro. People don’t contact support to get a generic message. Now I get that volume can make a macro maybe useful at times but most of the time, just asking a few questions in a response email rather than giving something automated can by you that extra time without losing goodwill.

6) Chapter 5: Supporting Customers and Troubleshooting Windows:

Chapter 5 discusses customer service. Andrews opens by listing 10 traits that distinguish a competent and helpful technician from an incompetent person. Most important among these traits in my opinion are reliability and positive attitude, first impressions set the tone for the rest of the encounter(s). The text goes on to talk about planning for good service, the IT professional should be aware of internal and external customers and work to address that person at the appropriate technical level. In other words, if the customer is technically competent it is appropriate to use technical terms that the customer can relate to, however, if the customer is a technical neophyte, then the attending professional must talk to the customer in terms that he or she can understand without condescending.

Andrews also goes on describe how to deal with customers in person, over the phone and provides insight into dealing with difficult customers. In all the previously mentioned situations the common thread is professionalism. The professional is always calm and in control.


Bryant and Rodrick cover a ton of information in these two sections. Seven 30 plus minute presentations tend to be pretty intense, well as far as technical information is concerned. They emphasis that there are multiple ways to access the various tools available and this allows the servicing technician access to the necessary utilities even when the short cuts or GUI are not working. Bryant cover several tools starting with the Computer Management Window in the Windows 7 operating system. He states that the tech or end user can access shared files, disk management or task scheduler from this utility. Rodrick goes on to describe how the scheduler utility can be used to turn the computer on automatically to perform a virus scan or a disk defragmentation when the machine in not in use. Upon completion of the task the computer will shut down automatically. This feature allows these housekeeping functions to be conducted outside of normal working hours eliminating delays in productivity.

Rodrick and Bryant also discuss in great detail the various features that can be found in the Control Panel. Much the time is talking about the options available under the Internet Explorer tab. This environment allows the tech or end user to determine how the internet is accessed, what the pages look like, how pop ups are managed and the amount of information collected by cookies if cookies are allowed at all. A student could write a 30-page term paper on all of these features. (That is just an observation NOT a request, recommendation or suggestion!) Please forget I mentioned it.

8) Week 2 Electronic Reserve Readings: Linux Distributions:

The most antagonizing part of Linux is the initial installation, especially for terminal versions. You have to download the image or Linux distribution, you have to figure out the driver needed and save to a media to transport to the device you want to install the software on. There are so many distributions types and drivers available that it can be overwhelming except for those that are used to the process. Luckily in most circumstances there is always that one person who knows their way around Linux to the extent where they are experts.

Are you familiar with any of the distributions for Linux? If so, which distributions do you favor?

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