Company Name

 

Employee Names

 

Team Lead

 

Module Name

Your Job as a Technician

Certification Test

 

Vendor

 

Objectives covered

 

Time allotted

5 days + 2 for presentations

Time Taken

 

Date Started

 

Date Completed

 

 

Turn in              

Labs

Complete

Lab Report

Questions

Lab 9-1

 

 

 

Lab 9-2

 

 

 

Lab 9-3

 

 

 

Lab 9-4

 

 

 

Lab 9-5

 

 

 

Lab 9-6

 

 

 

Lab 9-7

 

 

 

Portfolio Contents

Item

Complete

Incomplete

Points Awarded

Lab test Scores for each member

Score

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Completed solution to problem portfolio (see rubric for score)

Quiz

 

 

 

PowerPoint

 

 

 

Presentation

 

 

 

 

Lab Check off Sheet and Report

 

Certification Tests and Objectives Covered in Labs

A+ Operating System

A+ Hardware

Network+

Windows 2000 Professional 70-210

Windows 2003 Server 70-290

CISCO 640-801

X

1.0 OS Fundamentals

 

1.0 Installation, Configuration, and Upgrading

 

1.0 Media and Topologies

 

Installation

 

Managing and Maintaining Physical and Logical Devices

 

Planning and Designing

X

2.0 Installation, Configuration and Upgrading

X

2.0 Diagnosing and Troubleshooting

 

2.0 Protocols and Standards

 

Implementing and Conducting Administration of Resources

 

Managing Users, Computers, and Groups

 

Implementation and Operations

X

3.0 Diagnosing and Troubleshooting

 

3.0 Preventative Maintenance

 

3.0 Network Implementation

 

Implementing, Managing, and Troubleshooting Hardware Devices and Drivers

 

Managing and Maintaining Accesses to Resources

 

Troubleshooting

 

4.0 Networks

X

4.0 Motherboards, Processors, and Memory

X

4.0 Network Support

 

Monitoring and Optimizing System Performance and Reliability

 

Managing and Maintaining a Server Environment

 

Technology

 

 

X

5.0 Printers

 

 

 

Configuring and Troubleshooting the Desktop Environment

 

Managing and Implementing Disaster Recovery

 

 

 

 

 

6.0 Basic Networking

 

 

 

Implementing, Managing, and Troubleshooting Network Protocols and Services

 

 

 

 

 

 

 

 

 

 

 

Implementing, Monitoring, and  Troubleshooting Security

 

 

 

 

 

Check off each of the labs as you complete them below. Turn this in with your lab reports.

 

Requirement

Completed

Filled Out Lab Sheet

Not Attempted (0 on labs for unit)

Lab 9-1 Developing Help Desk Skills

 

 

 

Lab 9-2 Adjusting a Monitor

 

 

 

Lab 9-3 Hard Drive and Floppy Drive Troubleshooting

 

 

 

Lab 9-4 Creating Troubleshooting Tools

 

 

 

Lab 9-5 Creating a Troubleshooting Form

 

 

 

Lab 9-6 Creating a Customer Communication Form

 

 

 

Lab 9-7 Proper disposal of toxic materials

 

 

 

 

Lab 9-1 Developing Help-Desk Skills

Work with a partner who will play the role of the user. Sit with your back to the user, who is in front of the PC. Troubleshoot the problem and talk the user through to a solution. Abide by these rules:

 

  1. A third person has previously created an error on the PC so that the PC does not boot successfully. Neither you nor your partner knows what the third person did.
  2. The user pretends not to have technical insight but to be good at following directions and willing to answer any non-technical questions.
  3. Don’t turn around to look at the screen.
  4. Practice professional mannerisms and speech.
  5. As you work, keep a log of the “phone call to the help desk,” recording in the log the major steps toward diagnosing and correcting the problem. Use Excel to create your phone log.
  6. When the problem is resolved, have the third person create a different problem that causes the PC not to boot correctly, and exchange roles with your partner.
  7. When you are finished, each of you should write a one to two paragraph synopsis on what the problem was, what steps were taken to solve the problem, and what issues you had trying to solve a problem over the phone. Attach your paragraphs to this sheet and turn in.

 

 

Lab 9-2 Adjusting a Monitor

Using the documentation that accompanies a monitor, learn to adjust the monitor using the buttons on the monitor.

 

Have a partner move to another part of the room. Mess up his monitor using only the buttons. Have him/her return and fix the monitor.

 

Review Questions:

 

  1. What monitor do you have?

 

 

  1. What are some features of this monitor?

 

 

Now access the display properties of the monitor using the installed video card driver (not only the display properties on the computer itself). Mess things up for your partner again, writing down everything you did in case you need to undo it.

 

What I did

Symptom

Did he/she figure it out?

How?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Yes, you have to fill out every line.

 

Lab 9-3 Floppy Drive and Hard Drive Troubleshooting

 

Get together with one other person for this lab. Each of you get a printout from me for what you’ll do on this lab.

 

Lab 9-4 Creating a Library of Troubleshooting Tools

 

You are going to create a library of tools you can take with you for troubleshooting operating systems and items on the computer.

 

When you have created this library, we will burn a CD.

 

This CD will be used as you work as a PC technician next semester.

 

Complete the following

 

Done

Object

 

Create a DOS boot floppy with all of the files needed for DOS troubleshooting (look back at lecture in the unit 6)

 

Create a Windows 98 boot disk

 

Create a Windows XP recovery disk

 

Download a program to recover hard drive and floppy drive files

 

Download a program for troubleshooting processor and motherboard problems

 

Download a program for spyware and malware detection

 

Download a program for virus identification and protection

 

Download a program for diagnosing and testing video and sound issues

 

Other:

 

Other:

 

Other:

Yes, you must find some other programs.

 

The floppy disks must be labeled and work. The other programs should be put into a folder in your Z: drive and when you are ready, I will burn them to a CD.

 

Lab 9-5 Creating a Troubleshooting Form

 

We are going to be doing computer repair soon for the teachers on campus. Before we do this, we must establish procedures for troubleshooting. Using a form will help everyone follow standard troubleshooting procedures and will ensure that if someone doesn’t finish a job and it must be passed onto the next person, it is clear what the first technician has completed and where they left off.

 

You are going to create a one-page form we can use for the program. The student whose form is adopted will earn extra credit points.

 

The form should include the following:

  1. An area to write down who and where the problem is, as well as a complete inventory of the machine (model, operating system, RAM, tag number, etc.)
  2. A list of basic steps for troubleshooting with an area to mark them off and make notes.
  3. An area to make notes of symptoms and what the teacher/student said when interviewed.
  4. An area to make note of where the technician left off.
  5. An area to make note of what steps to take next.

 

You should probably include more than this as well. Be sure to leave plenty of room to write! Include a logo as well.

 

Lab 9-6 Creating a Customer Communication Form

 

Sometimes our customers are going to be busy, going to be gone, or just need to have something written out for them.

 

You are going to create a form that we can leave with teachers that will give them information about what you did, who you were, what the next step is, etc. The less you have to write and more you can just circle, the better.

 

On this form, you will also include a place for evaluation. Consider the things a professional technician should do. Include those with an area to grade or evaluate your job.

 

Be sure your form has:

7  A place for teacher name

7  A place for technician’s name(s)

7  A place for technician to write out what he/she did.

7  A place to mark in case the teacher wasn’t in, with an area to indicate when the technician will return.

7  A list of things a professional technician should do with an area for evaluating.

7  A signature line

7  A logo

7  Our email address for PC repair snorepair@gmail.com

 

 

The form should be no more than one page, easy to fill out, but complete. These forms will be used for grading you when you’re sent out on Tech Support jobs, so make sure they are complete and include everything you feel you should be graded on.

 

Lab 9-7 Safe Disposal of Toxic Items

 

As a technician it will be your responsibility to dispose of materials in your organization properly. Go online and find local sites where you can dispose of the following items properly.

 

Item

Type of required disposal

Location

Cost?

Batteries

 

 

 

Old cell phones

 

 

 

CRT monitors

 

 

 

Old computer cases (with components inside)

 

 

 

Waste solvent

 

 

 

 

Unit Project

 

You are going to create a presentation to give to the rest of the class on troubleshooting a specific part of the computer system. You will work with one other person to complete this project (no teams).

 

Choose one of the following topics:

n       Troubleshooting Operating Systems

n       Troubleshooting hard and floppy drives

n       Troubleshooting printers

n       Troubleshooting expansion cards

n       Troubleshooting monitors and sound

n       Troubleshooting power problems

n       Troubleshooting motherboards and processor problems

n       Virus, spyware, and malware protection

 

You will create the following items for this activity:

 

  1. A 10 question quiz, typed up.
    1. No true false, all multiple choice and fill in the blank questions.
    2. All questions must be answered in your presentation.
    3. This quiz will be the test for the unit.
  2. A PowerPoint presentation that covers the following:
    1. A basic description of how your object works.
    2. Common symptoms related to your object.
    3. Steps to take to isolate the problem.
    4. Fixes for common problems.
    5. Tools used in troubleshooting this problem.
    6. List of websites (no less than ten) for helping to isolate problems related.