I think technical support fits in with every IT job. It will definitely fit in with mine. It is always necessary to assist customers, or users within a company, with their technical issues. Knowing how to talk with people, using help desk software, and making sure the customer or user is happy with your service is just as important as the ability to fix technical problems. People use computers and people fix computers. It will always be important to know how to communicate with people about technical issues whether they are a novice end user or your supervisor in the Networking department.

My own personal support skills are strong. I used to work as a Service Technician at a heating and cooling company. I would enter into customers’ homes and maintain or fix critical equipment. I learned very quickly my own style of customer service and received many compliments about the way I handled easy and difficult situations. I was able to simplify highly technical issues so that customers’ could understand why they needed to spend money to have me fix a problem or even replace entire heating or cooling units. Because of my background in heating and cooling I believe that it is not a very big transition into a different technical field such as Networking or Support. My Support skills have only improved and I look forward to aiding people with any issue that I’m able to help with.

Support is crucial to becoming an IT professional because no matter what people are involved. Peoples’ skills can range from beginners to experts and it is important to be a part of that team. It is important that you know your role in the IT team so you are able to aid and assist the beginners that need help with technical issues and assist and learn from those who are experts. Technology is an ever growing and ever changing world and I know I have what it takes to grow and adapt quickly to whatever comes my way.

The 4 P’s of Training

Training Evaluation Form

Technical Writing Document

Technical Reflection

Final Portfolio Reflection

Three links that may interest IT professionals

Tech News

Begin Your Own Education

Don’t Burn Out at Your Desk

My initial technical writing document was effective but it seemed like there was too much information. I did a lot of editing. I tried to only use words that were necessary. Also I had to go back and make sure to use active voice. I actually spent most of my editing time changing from passive voice to active voice. After editing the document, the students in class were able to follow the instructions successfully. A person with minimum computer experience should be able to easily follow the instructions. Performing a mail merge is made easy and clear with the instructions I laid out.

If I did not have the limitation of one page I would have gone more in depth with the tasks that Mail Merge can do. I would have told the reader the reader the different types of documents they could create with Mail Merge. I would have given a step by step document on how to complete each one. That way a complete tutorial on all the tasks mail merge can perform would be created.

While writing a technical document I learned that you can eliminate a lot of things to make the make the document as simple as possible. Using verbs and staying away from lengthy explanations is best practice. I also learned that different people have different ways of writing technical documents. One technical document can be written in a different format or style than others. No one way is best because people learn differently. Also I learned about the skills the other students in my class have and variety of skills that are out there. This reflects on the IT industry because in the real world no one person knows everything. It is good to have those “experts” out there to write these technical documents to make work and life easier for the people that are not as skilled as the “experts.”

I see myself creating a range of technical documents. I would write documents on computer hardware and networking for technicians. These documents would be in the form of web documents and web tutorials that employees within my company would use. Also, I would create documents for novice users that are looking to be more productive with the software they are using every day. That means I would be writing simple operational documents and simple troubleshooting guides so users can become more self reliant. I imagine I will be creating documents for training purposes as well.

Writing technical documents is a necessary part of the business world. There is no shortage of technical documents on the web and within any company you or I might work for. I look forward to creating wonderful technical documents in the future.

One thing Microsoft Word can do is create multiple envelopes at once for the purpose of customer mailings. This document will guide you through the steps of creating the envelopes. In order to begin you need two things.

1. Microsoft Word
2. Microsoft Excel or other data organizer with headings for data i.e. first name, last name, street address, state, and zip code.

Step 1: Open Microsoft Word

• Left Click on “Start”, in the bottom left with mouse
• Left Click “All Programs” with mouse
• Move mouse to “Microsoft Office” and left click mouse
• Left click on “Microsoft Word”

Step 2: Left click the “Mailings” tab with mouse

• “Mailings” tab is located at top of “Word” document

Step 3: Left click “Start Mail Merge” and a drop down menu will pop up

Step 4: Left click “Step by Step Mail Merge Wizard”

Step 5: The “Mail Merge Wizard” pops up on the right. Follow steps in the wizard to complete envelope merge

• The following assignments are in Portfolio 2. 

1. Help Desk Comparison Assignment
2. Help Desk Reflection
3. Cyberography of Certifications Assignment
4. User Needs Analysis Assignment
5. User Needs Reflection

There are some steps that I think can be left out of the analysis process. One of those steps is to develop an understanding of the existing system. This step can be omitted not because it isn’t important, but because if you are working in the analysis process you most likely already have the necessary skills and understanding of the existing system. You are already knowledgeable about the current status of the existing system, therefore, it is not necessary to develop that understanding. I would also leave out step five in the preparation phase; identify sources of information. Just about every tech has the same source of information; the internet. Also sources of information can come and go very erratically. It is good to have a couple sources of information but if the sources turn out to be deceitful or misleading you could find yourself in trouble. I would always leave information open. There is a ton of information out there and it would be in the best interest of the project to be flexible on the scope of information that can be provided, found, or advised.

There are some important steps in the process and in my opinion should never be overlooked. The first one is to understand the end user’s and the organization’s goals. This is usually a pretty easy step to follow in an analysis but it is a very important one. It is necessary to make the goals of the organization and the goals of the end users your own goals. Without understanding these goal there is no project. You want to make sure these goals are aligned so that the best interest of the organization is always in mind. It would be a catastrophe to miss this point and say, install the best video software ever created on a financial planner’s computer. This step must be understood, especially for those out there without common sense. This leads me to the second step that should always be followed. Define the problem clearly. If the problem is not defined clearly than there can be no solution to the problem. It’s as simple as that. The third step that I think should be utilized every time is to identify the roles of the stakeholders. If somebody who should not have stake in the project is in on the work it could have a negative effect. They could try to profit from or even sabotage a project. It is important to know who has vested interest in your work.

There are risk factors involved in every project. People are always a risk factor. A team member could get sick during a task, or even not have the required skills to complete a task on time. Poor estimating of time and cost are also risk factor. Also unexpected thing like a supply shortage can happen unexpected and throw off the projects timeline. These risk factors should be taken into consideration in the assessment process and project managers need to be aware that their schedule is not always going to be followed as planned because of these risk factors. A project manager should also be able to look ahead and foresee some risks happening and prevent them. Making sure that the people assigned to tasks have the skills to complete the task is one way to prevent unskilled workers from upsetting the timeline is one good way to prevent some aspects of risk.

Scope creep can be harmful to a project and should be taken into consideration during the assessment process. Scope creep means that unexpected changes, costs, and occurrences accumulate to throw the project off course whether it is with the timeline or the cost of the project. During the assessment process it is important to be aware of scope creep and make considerations for it. More importantly limitations should be set so that scope creep does not overtake and doom a project. This is accomplished by well defined goals and tasks.

It is important during the assessment process to look at the steps of the analysis process and omit and execute steps based on the goals of the specific project. Every step does not work for every project and a subjective look should be taken at each of them.

The devices themselves do not have many differences. They are both Blackberry’s and have the wide array of features that would aid the ABC company’s executives with their needs. The main difference is the touch screen compared to the QWERTY key board. The touch screen has a few glitches in it, mainly the virtual keyboard. We would not want the executives having trouble with the use of their devices as it would cut down on productivity. Since the executives have no previous experience with mobile technology it is important to have training sessions with each executive which will make the executives knowledgeable about the device but it would also cost money in lost time and sales for the executives to be on down time.  Both devices and service providers provide all the necessary applications such as e-mail, messaging, international calls and data, and security. A very big difference in the providers is the ability to have the devices multi task on the network. Verizon does not provide multitasking and AT&T does. This means that on AT&T’s network the executives will be able to be on a call with a client while accessing the company’s database for information about the customer or the customer’s needs. While looking at the price Verizon is more cost effective in the short term but the ability to multi task on AT&T’s network could increase productivity.

I recommend the Blackberry Curve 8520 for the device. This device has a full QWERTY keyboard and has an easy to use interface. It supports international calls and provides applications like E-mail, messaging, and many other productivity applications that are available. I also recommend implementing AT&T as the service provider. They may be a little more expensive but the convenience of multi tasking, in my opinion, is going to help the executives be more productive.

The A+ exam tests you on your working knowledge of computer hardware and troubleshooting skills of the following: PC components, laptop and portable devices, operating systems, printers and scanners, networks, security, safety and environmental issues, and even a little on communication and professionalism.

The A+ exam has recently undergone a change in its structure. Let’s look at the 2006 edition first as it is still relevant today. There are four parts to this exam. You are required to pass two of the four parts in order to attain the certification. The first part is the “Essentials” exam that includes one hundred questions. These tests will not always ask you all one hundred questions and the questions vary depending on correct or incorrect answers. There is a second required test to take to attain this certification. You have a choice to choose one of three other exams; IT Technician, Help Desk Technician, and Depot Technician. The 2009 version of the exam has recently been put into effect and has simplified the exam structure. The “Essentials” exam is still in place but now there are now only two tests to take. Choice has been eliminated and the tests have been compressed into two tests. The other test is the “Practical Application” test and both require to be passed if you wish to attain the certificate.

Certifications In the IT field show that you have working knowledge of general applications or specific skills in the industry. It is important that an IT professional continue their education and keep up to date with the latest certifications to ensure growth in skills along with the growing and ever changing computer industry.

www.comptia.org

https://www.surveymonkey.com/s/DDL25Q3