IT Support Advice Needed

[geebee76]

Hi Guys,

As part of my continuing PC studies, I have just aquired two IT Support positions. One is for a home worker, who works for a City based company and involves looking after a laptop and a desktop computer. The other is for a voluntary organisation and involves one desktop computer.
The laptop is software support only (under warranty), whilst the two desktops are hardware and software support.

I have discussed my relative inexperience with both parties and we are all comfortable with the situation.

My question is: I would like to know what are the first things I should do, when I get access to these machines. I've thought about data security (AV program and Firewall), taking details of system CMOS, taking an image of the C: drive and either storing it on its own partition or burning it to a CD.

Although this is a small step in my career, I would like to start out as I mean to continue. Any advice, suggestions, ideas etc. would be appreciated.
http://www.PCGuide.com/ubb/smile.gif

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You are making progress if each mistake is a new one!

Sig from Here (http://www.oneliners-and-proverbs.com/)

geebee76@hotmail.com

[iisbob]

Congrats! or should i say; Bummers! http://www.PCGuide.com/ubb/smile.gif Welcome to the rewarding/frustrating world of PC maintanence and problem solving for money! :P

My suggestion to this is, Use either W2k or NT on these systems for security make sure you keep excellant communications between your workers and clients, Continously keep a regiman of backups! Continue to learn with your co-workers about PC's hardware & software/networking, Be Patient!! If you aren't already, get A+ cert/good for your moral and ease of mind for your clients ( net+ and other certs wouldn't hurt ) Be Patient!! Don't be afraid to admit it if you don't know/or understand something, Get in touch with some local IT professionals and see if you can solicit ther advice/help/teachings Finally-learn to speak professionally!; for instance-USER is a cuss word in the IT world! http://www.PCGuide.com/ubb/biggrin.gif, use it only when absolutely necessary! http://www.PCGuide.com/ubb/smile.gif

Maybe Ghost or some of the other IT professionals will stop in and throw you some more tidbits.

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iisbob
"Bachelors should be heavily taxed. It's not fair that some men should be happier than others."
-- Oscar Wilde

[This message has been edited by iisbob (edited 11-24-2001).]

[geebee76]

Hi, iisbob thanks for the advice.

I think you just about covered everything. Got a few ideas and a couple of nice little programs on IRC last night as well. I have a number of basic certificates but I am also working towards A+ and another UK certificate and agree that once I get them, that my confidence will be boosted. I will also continue gaining certificates and as you mentioned, Network+ is a likely contenter.

I think that backing up seems to be the order of the day....software and hardware can be replaced, data can't.

I think I will also take an inventory of sorts for the hardware and software on each machine, so that if I get a call, I know what's involved with any machine...I could imagine that being important when dealing with numerous machines.

If there is any more advice or good little diagnostics programs that I shouldn't be without, I'm all ears.

BTW I wouldn't have been nearly confident enough to take this on without knowing that I can rely on support from the good people of this Forum. http://www.PCGuide.com/ubb/tongue.gif

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You are making progress if each mistake is a new one!

Sig from Here (http://www.oneliners-and-proverbs.com/)

geebee76@hotmail.com

[Ghost_Hacker]

It's hard to add to what iisbob has already mentioned, but I'll try http://www.PCGuide.com/ubb/smile.gif

You should not forget to work on your "soft" skills. Your abilty to communicate and present technical knowledge and problems without falling back on "techno-speak". This is really true if you get into networking jobs where there are alot of "3-letter" words that mean nothing to most people.

Never do anything that you can't undo. Always make sure that the worst case for you is that you return the computer in the state it was given to you.


I would also recommend that you keep a log of your workday. Record the time and date of conversations, phone calls , tasks completed and tasks undone. Sometimes it not important what you did, but when you did it.


Don't try to reinvent the wheel. If you have never seen a problem before, research it before you begin to fix it. It's unlikly you are the first to have a certain problem and somewhere, someplace, somebody has already documented the problem and the solution.


Good luck http://www.PCGuide.com/ubb/smile.gif



[This message has been edited by Ghost_Hacker (edited 11-25-2001).]

[ranchdog]

iisbob and Ghost_ Hacker

Wish I could sit both of you guys down and plug a CD-RW into your ear. Open a 50 pack of CD's and download your PC knowledge. http://www.PCGuide.com/ubb/biggrin.gif

You guys ever consider being the CEO of a Geeks-R-Us enterprise? You Freeze 'em We Fix 'em.

Kudo's.













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......Indecision may or may not be my problem......
...... Kickin' A Rock....

[sea69]

what OS do these machines currently have ??



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sea1_69@hotmail.com

homepage (http://www.seanweb1.homestead.com/3.html)


;)~

[bassman]

Aloha Gee, and congrats,
Get a sturdy notebook (composition style) and make a detailed log of each computer. CPU, RAM (and settings&specs),HDDs, BIOS settings, add on cards, all peripherals, all software, any custom modifications, any idiosyncrasies of the machine(I call them machines to remind myself thats what they are, but I swear they have minds of their own http://www.PCGuide.com/ubb/eek.gif ).
Spend the effort to workout a "Chart" to fill in for this. If you have any Database software, do it on the computer. Nothing inspires confidence more then organization and clearity.

Never consider your clients to be idiots. Never give them the benefit of the doubt that they know what you are talking about http://www.PCGuide.com/ubb/wink.gif

Here is the hard one for me. Some people just don't want to get rid of their old stuff, even if you show them it is cheaper to go new. Just explain that you take tradeins and donate them to local schools (and do it).

Build a barn http://www.PCGuide.com/ubb/biggrin.gif http://www.PCGuide.com/ubb/biggrin.gif

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Please go HERE (http://www.pcguide.com/ubb/Forum10/HTML/000225.html)

[geebee76]

Sea I only know that Win98 is on one of the desktops. Don't know the other desktop but I would guess at Win98 again. The laptop was on order before I came on the scene and I pray that it has Win2000 but will have to see.
This has happened quite quickly and to a certain extent caught me off guards.

What happened was, I heard that this woman in the neighbourhood had been having problems with her computer for a fortnight, so I decided to give her a call. She said that she was having problems with MS Office and insufficient memory errors. Well you could have knocked me over with a feather, I was able to answer her questions with a reasonable degree of certainty.Here's Why (http://www.pcguide.com/ubb/Forum16/HTML/000414.html)

Anyway, a couple of hours later with her computer cleaned out of Nimda Worm infected files and up and running with no data loss she asked me if I wanted to be her IT support for her desktop and soon ariving laptop.

The desktop for the voluntary organisation was a contact of hers who she knew was needing support.

So although this has been offered, I haven't started for real yet. Just want be as best prepared as I can be. Don't want to wipe out a computer on my first day http://www.PCGuide.com/ubb/eek.gif http://www.PCGuide.com/ubb/biggrin.gif

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You are making progress if each mistake is a new one!

Sig from Here (http://www.oneliners-and-proverbs.com/)

geebee76@hotmail.com

[andyswork@beci.net]

Gee you done got my advice. Bass love it will build barn real soon. I aready have one but wife claims it, and will not let me use it.

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One day I will be a pro, Thanks Andy

[sea69]

ok, besides all the other very good suggestions:

Since we are dealing with a win98 OS........

get everything working as you like it (trouble free)>> then get and install Test Run (http://www.envy.nu/testrun/)

This will set a back up registry that you can go back to in case of almost any catastophic event. (even nimbda or code red)

If anything occurs.. user error or mistake...... just get the machine to a command prompt and type @switch and the machine will auto boot to the saved good registry that is unaffected by anything you or the client has done to the machine since you created your "Master" backup!!!!!!! ( and you can re-create your Master copy at any point!)


I cannot stress enough how usefull this app has been to me.

**mark my words- if you don't get it, you will be sorry one day**


additionally: this is still currently free- (we know how long good free software stays free..... http://www.PCGuide.com/ubb/eek.gif


http://www.PCGuide.com/ubb/wink.gif


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sea1_69@hotmail.com

homepage (http://www.seanweb1.homestead.com/3.html)

[This message has been edited by sea69 (edited 11-25-2001).]

[geebee76]

Thanks Guys, You have all given me so much good advice that I've had to download the whole thread to my desktop. I will read through it again and make a plan. Thanks to others who have helped on IRC and by E-mail.

I will be back for more advice if I hit problems. http://www.PCGuide.com/ubb/tongue.gif

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You are making progress if each mistake is a new one!

Sig from Here (http://www.oneliners-and-proverbs.com/)

geebee76@hotmail.com

[iisbob]

Excellant suggestion sea! i use it myself-and in the case of W9x PC's i also ge the install to the way i like it-then just rip copies of the system.dat user.dat files to a CD, this backs up your entire registry just incase of any mishaps.

You can use the same principal in NT/2000 ( and i'm sure XP ) just type in RDSIK /S to make a backup of your system& registry files.

Did i mention in my advice to be patient? http://www.PCGuide.com/ubb/smile.gif



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iisbob
"Bachelors should be heavily taxed. It's not fair that some men should be happier than others."
-- Oscar Wilde

[RKBA]

iisbob,

"RDSIK" isn't anything that the command prompt of Win2000 knows anything about (nor is RDISK, I thought maybe it was a typo). In fact, there is no command listed in the DOS prompt "Help" commands that can be used to back up the registry. The only convenient way I know of doing that is to back up the entire WinNT directory. Is RDSIK a utility that can be downloaded from somewhere? I did a google search for it but came up empty.

-- Ron

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Centerfire (http://home.pacbell.net/rsdotson/) ‘‘The natural progress of things is for liberty to yield and government to gain ground.’’ -- Thomas Jefferson

[YODA74]

Rdisk.exe Is Not Included with Windows (Q216337)
In Windows 2000 and Windows XP, you'll need special backup software to make an effective and complete Registry backup.
you can go here and get a free utility http://download.cnet.com/downloads/0,10151,0-10094-106-0-1-3,00.html
--------------------------------------------------------------------------------
The information in this article applies to:


Microsoft Windows 2000 , Advanced Server
Microsoft Windows 2000 , Datacenter Server
Microsoft Windows 2000 , Professional
Microsoft Windows 2000 , Server


--------------------------------------------------------------------------------


SUMMARY
Windows does not include the Rdisk.exe program that was used in Microsoft Windows NT 4.0 and earlier versions to create an Emergency Repair Disk (ERD). To create an ERD in Windows:

Click Start , point to Programs , point to Accessories , point to System Tools , and then click Backup .


On the Tools menu, click Create an Emergency Repair Disk .


Insert a blank, formatted disk in drive A, and then click OK .

MORE INFORMATION
The registry in Windows is too large to fit on one disk. Therefore, the registry hives are no longer included on the ERD. With the ERD in Windows, you can only:

Inspect the startup environment
Verify the Windows system files
Inspect the boot sector
NOTE : To back up the registry in Windows, use Windows Backup and perform a full system backup including the system state.

For additional information on how to perform a proper backup of the system registry, click the article number below to view the article in the Microsoft Knowledge Base:
Q240363 How to Back Up and Restore the System State
__________________________________________________ ___________________________

This article describes how you can optionally back up the system state in the Windows 2000 Backup program to back up up and restore critical system data. When you choose to back up the system state on a domain controller, the following items are included:

Active Directory (NTDS)
The boot files
The COM+ class registration database
The registry
The system volume (SYSVOL)
When you back up the system state on a non-domain controller, the following items are included:
The Boot file
The COM+ class registration database
The registry
When you back up a member server or domain controller with Certificate Server installed, the following additional item is also included:
Certificate Server
Windows 2000 Backup can back up and restore Active Directory on Windows 2000 domain controllers. You can perform a backup operation while the domain controller is online. You can perform a restore operation only when the domain controller is booted into Directory Services Restore mode (by pressing the F8 key when the server is booting).

back to the top


Back Up System State On Domain Controller
Click Start , point to Programs , point to Accessories , point to System Tools , and then click Backup .


Click the Backup tab.


Click to select the System State check box. (All of the components to be backed up are listed in the right pane. You cannot individually select each item.)

NOTE : During the system state backup, you must select to back up the Winnt\Sysvol folder. You must also select this option during the restore operation to have a working sysvol after the recovery.


The following information applies only to domain controllers. You can restore member servers the same way, but in normal mode.

If any of the following conditions are not met, the system state is not restored. Backup attempts to restore the system state, but does not succeed.
The drive letter on which the %SystemRoot% folder is located must be the same as when it was backed up.


The %SystemRoot% folder must be the same folder as when it was backed up.


If sysvol or other Active Directory databases were located on another volume, they must exist and have the same drive letters also. The size of the volume does not matter.


back to the top


Restore System State On Domain Controller
To restore the system state on a domain controller, first start the computer in Directory Services Restore Mode. To do so, restart the computer and press the F8 key when you see the Boot menu.


Choose Directory Services Restore Mode .


Choose the Windows 2000 installation you are going to recover, and then press ENTER.


At the logon prompt, supply the Directory Services Restore mode credentials you supplied during the Dcpromo.exe process.


Click OK to acknowledge that you are using Safe mode.


Click Start , point to Programs , point to Accessories , point to System Tools , and then click Backup .


Click the Restore tab.


Click the appropriate backup media and the system state to restore.

NOTE : During the restore operation, the Winnt\Sysvol folder must also be selected to be restored to have a working sysvol after the recovery process. Be sure that the advanced option to restore "junction points and data" is also selected prior to the restore. This ensures that sysvol junction points are re-created.


In the Restore Files to box, click Original Location .

NOTE : When you choose to restore a file to an alternative location or to a single file, not all system state data is restored. These options are used mostly for boot files or registry keys.


Click Start Restore .


After the restore process is finished, restart the computer.


REFERENCES
For additional information, click the article number below to view the article in the Microsoft Knowledge Base:
Q235478 Recovering from Failed System Drive with Non-Default %SystemRoot% Folder


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Treading,Troden,Trails
HERE (http://www.davematthewsband.com)




[This message has been edited by YODA74 (edited 12-09-2001).]

[RKBA]

Thanks Yoda, but they want money ($$$) for the backup programs that save the Win2000 registry files. http://www.PCGuide.com/ubb/frown.gif I think I'll see if I can just restore RDISK.EXE from one of my old WinNT 4.0 CDROMS.

BTW, did you notice how WinXP gives its version as Windows NT version 5.1 in the registry, just as Windows2000 listed it's version as 5.0?

In the registry path: [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion]
are the following keys/data:

"ProductName"="Microsoft Windows XP"
"SoftwareType"="SYSTEM"
"CurrentVersion"="5.1"


-- Ron http://www.PCGuide.com/ubb/smile.gif

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Centerfire (http://home.pacbell.net/rsdotson/) ‘‘The natural progress of things is for liberty to yield and government to gain ground.’’ -- Thomas Jefferson

[Ass3mbler]

Acutally might be easier for you to add a Unix type OS to one of the computers and control things from there. Although I am up at 306 am adding another UBR card and reconfiguring another routers so I might be kinda loopy right now. Is worth a shot, you can also schedule regualar processes with this such as back up, etc.


Originally posted by RKBA:
Thanks Yoda, but they want money ($$$) for the backup programs that save the Win2000 registry files. http://www.PCGuide.com/ubb/frown.gif I think I'll see if I can just restore RDISK.EXE from one of my old WinNT 4.0 CDROMS.

BTW, did you notice how WinXP gives its version as Windows NT version 5.1 in the registry, just as Windows2000 listed it's version as 5.0?

In the registry path: [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion]
are the following keys/data:

"ProductName"="Microsoft Windows XP"
"SoftwareType"="SYSTEM"
"CurrentVersion"="5.1"


-- Ron http://www.PCGuide.com/ubb/smile.gif





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Assembler,

Bow before me for I am r00t