Unit I: Lets discuss the Troubleshooting Methodology! Rajeev Gupta (Mr. RAJ)

Mr. RAJ’s Computer Repair I & II: A+ ESSENTIALS (701) & Computer Repair III & IV Practical Applications (702)Contact: 301.802.9066 Email: Rajeev8989@live.com Online Exams: www.Classmarker.com Wiki & Notes: http://mrgupta.wikispaces.com/Designed and prepared for Mr. Raj Students Only at Career Technical Institute [Confidential] Note: Do not copy or distribute without Mr. Raj’s Authorization!

Unit I: Lets discuss the Troubleshooting Methodology!

Rajeev Gupta (Mr. RAJ)15 Years of IT & Training Experience in Hardware and Networking. Training is my Passion. I am really excited about brining this information to you. I will do my best to give you a perfect place to launch an IT career and I promise it will help you tremendously in knowing how the PC works. You will be building on the foundation no matter where you go. 1

Troubleshooting methodology

• Describe troubleshooting models and problem tracking systems

• Interact professionally with users and achieve customer satisfaction

Four Models:• CompTIA A+• CompTIA

Network+• Novell• ASID

Basic troubleshooting stages1. Back up data 2. Divide and analyze 3. Verify 4. Research 5. Document

CompTIA’s A+ model1. Identify the problem 2. Establish a theory of probable cause 3. Test the theory to determine actual cause 4. Create a plan of action 5. Verify the results 6. Document the resolution

CompTIA’s Network+ model1. Identify the exact issue 2. Re-create the problem 3. Isolate the cause 4. Formulate a correction 5. Implement the correction 6. Test the solution 7. Document the problem and solution8. Provide feedback

Repeat stages 4–6 until problem is resolved

Novell’s model 1. Try some quick, obvious fixes 2. Gather basic information 3. Develop a plan 4. Execute your plan 5. Verify user satisfaction 6. Document the problem and solution

The ASID model Four-stage process:• Acquire • Simplify• Implement• Document

Gathering information from the user• Methods:

– Simple: clipboard with paper and pencil– More complex: portable computing device for

recording data; or networked application • Identify and capture:

– Customer’s environment– Symptoms and error codes– Circumstances in which the problem occurred

Identifying hardware or software problem • Analyze information gathered from user to form hypothesis• Check

– Documentation– Web site for hardware or software– Computer settings

• POST (hardware problem) • PC boot:

– Hardware or software problem– Configuration issue or failed hardware

Information resources • Documentation

– Provided by others:• Product manuals• Manufacturer Web sites• Technology-related knowledge bases

– Your own creation• Notes for customer’s specific environments• Paper or software• Organization scheme• Level of detail

continued

Information resources, continued• Forums

– Online discussion groups – General or specific– Monitored or unmonitored

• Other sources– Trade magazines– Web sites– Fellow employees– Newsgroups– Trade shows– Vendor group meetings– Independent consultants

Microsoft Help and Support• Problem and solution references for

– Microsoft client operating systems – Microsoft server operating systems– Microsoft applications

• Download patches and new releases • Microsoft Knowledge Base

– Search for specific error codes

Problem and resolution tracking • Tracking options

– Simple • Pen-and-paper-based system in 3-ring binder

– Complex• Off-the-shelf problem tracking and resolution database• Custom-built application

– Choice depends on size of user base– Maintain backup in secure location

continued

Problem tracking, continued• Information to record:

– User name and location– Operating system and hardware platform– Date call was received– Date user was visited– Time spent on problem– Date problem was resolved– Detailed description of problem– Detailed description of steps used to resolve the problem– Summary of problem– Summary of resolution

Help desk software • Large-scale commercial solutions from companies

such as:– IBM– Computer Associates

• Smaller or targeted solutions also available• Research choices at:

– www.helpdesk.com/software-helpdesk.htm– http://linas.org/linux/pm.html

Professional service• Characteristics of a professional communicator:

– Consider the total message you’re sending– Stay focused– Consider the customer’s competence– Speak professionally– Respect the customer– Be culturally sensitive– Match the delivery channel to the customer

Professional communication guidelines

• Speak clearly • Avoid jargon• Keep messages concise • Be specific• Make sure the message is understood • Listen actively• Paraphrase messages

Pitfalls of communication• Jumping to conclusions • Becoming distracted • Exaggerating• Using negative words • Sending conflicting messages

Effective communication • Involves both verbal and nonverbal techniques • Clients use your vocal characteristics to form opinions

about:– Your sincerity– Enthusiasm– Your knowledge of the topic being discussed

• Clients use nonverbal clues to form opinions about:– Your personality – Your character

Verbal communication• Three vocal characteristics you can control to

become a more effective speaker: – Volume– Rate– Pitch

• Rate and volume also affect your pitch

Verbal guidelines• Use positive language• Use non-inflammatory language• Use powerful language• Remember names

Nonverbal communication• Six types with the most impact:

– Handshakes – Expression and eye contact – Proximity – Touch – Gestures and posture – Physical appearance

Customer satisfaction• Problem isn’t resolved until both the technician

and the user agree• Keep customer satisfied during long

troubleshooting process• People skills are important

Service-level agreement• Should contain:

– How to contact tech support – How soon the user can expect a response – How soon the user can expect a tech to try to fix the

problem – What happens if the tech can’t initially fix the problem – What were the services provided – Escalation of the problem

Unit summary• Described troubleshooting models and problem

tracking systems • Learned how to interact professionally with users

and achieve customer satisfaction

Unit I: Lets discuss the Troubleshooting Methodology! Rajeev Gupta (Mr. RAJ)

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