Computer Design and Troubleshooting Review Chapter 12

This presentation covers: Dealing with Irate Customers The Learning Process Design Overview

Qualities of a Good Technician “Soft skills” as they are known across many industries are essential

Dealing with Irate Customers Common issue for those who come to help or try to troubleshoot a problem over the phone Dealing with irate customers is a skill that you can fine-tune Listening to peer technicians tell how they have successfully (or unsuccessfully) dealt with a difficult customer can also help Realize that not only do customers want their computer problems fixed, but they sometimes just need to vent and be heard

Dealing with Irate Customers Avoid aggressive behavior in your demeanor: Aggression involves dominating a conversation or situation by threatening, bullying, being sarcastic, or showing belittling behavior and/or actions Avoid passive behavior in your demeanor: Passive behavior involves letting others dominate you and expressing yourself apologetically Practice assertive behavior: being respectful of another person but not allowing him or her to take advantage or dominate the situation Stay calm and maintain your professionalism Consider customers’ points of view and never forget that they are the ones who must use the devices that you repair

The Learning Process

Bloom’s Taxonomy Benjamin Bloom chaired a committee that created a classification of learning objectives that was named Bloom’s Taxonomy The figure shows the learning process from the bottom to the top Notice that creating is at the top Employers want people who can design…those are the folks who know all the things that it takes to be able to design Bloom’s Taxonomy

Design Overview

CAD/CAM and Graphics Design Workstations Computer-aided design (CAD) and computer-aided manufacturing (CAM) systems are used in manufacturing plants by engineers or design engineers to create things A graphics/CAD/CAM design workstation would need the following key components: Powerful multi-core processor(s) Maximum system RAM

CAD/CAM and Graphics Design Workstations High-end video card(s) with maximum video RAM and graphics processing unit (GPU) Large display or dual displays Large-capacity hard drive(s) and an SSD Possible peripherals include digital tablets, scanners, plotters, and 3D printers Quality mouse or input device

Gaming PCs A gaming PC tends to have the following key components: Powerful multi-core processor(s) High-end video cards (with maximum video RAM and specialized GPU) High-definition sound card and speakers High-end system cooling Large amount of RAM

Gaming PCs Large display or dual displays Quality mouse Possible gaming console Headphones with microphone Possible 3D glasses (if supported by the video card and monitor)

Audio/Video Editing Workstations An audio/video editing workstation requires a lot of hard drive space and RAM. The most common configuration elements for such a computer are: Specialized video card with maximum video RAM and GPU Specialized audio (sound) card and speakers Very fast and large-capacity hard drive

Audio/Video Editing Workstations Dual monitors Powerful multi-core processor(s) Large amount of system RAM Quality mouse Possible digital tablet or scanner

Virtualization Workstations A virtualization workstation can mean two things: (1) a workstation that has at least one operating system, in its own virtual machine that is separate from the host operating system (2) a workstation that uses hardware and software virtualization techniques to provide an end user with a controlled workstation environment

Virtualization Workstations A virtualization workstation would have the following components: Maximum CPU cores Maximum RAM Multiple, fast, large-capacity hard drives Possible SSDs Possible network-attached storage (NAS) for increased storage space that can be shared with other devices

Thin Client Workstations A thin client workstation is a desktop or laptop that has a display, mouse, keyboard, and network connectivity and runs applications from a server Characteristics to look for in a thin client computer include the following: Meets minimum requirements for selected operating system 1Gb/s preferred network connectivity Basic applications Optional display privacy screen

Thick Client Workstations In contrast to a thin client workstation, a thick client computer is the most common type of desktop or laptop in the work environment A standard thick client computer has the following characteristics: Meets recommended hardware requirements for selected operating system Meets recommended hardware and software requirements for running desktop applications Optional display privacy screen Optional dual displays

Other common workstations Home Theater PCs Home Servers Industrial Computers Mobile Computers

Motherboard and Associated Component Design The motherboard, chipset, and CPU are all directly related to one another and should be designed in conjunction with one another When comparing processors, consider the nanotechnology used Processor technology length is measured in nanometers A nanometer is 0.000000001 in length (1 × 10-9)

Motherboard and Associated Component Design When dealing with the motherboard, consider the following: Motherboard form factor Chipset Whether the CPU is included or needs to be purchased separately CPU size Motherboard socket size

Motherboard and Associated Component Design Nanotechnology used with the processor and/or chipset (14nm, 22nm, 32nm, 45nm, and so on) CPU cooling RAM Number and type of input/output (I/O) ports Traditional BIOS or UEFI (replacement for traditional BIOS)

Power Supply and Case Design When replacing, upgrading, or purchasing a power supply, consider the following: Enough power cables for video cards Number and type of power cables (SATA, Molex, PCIe, and fan) Form factor Wattage for the 12-volt line

Power Supply and Case Design Total wattage—use an online power-use calculator Quietness Mean time between failures (MTBF) Overvoltage, overcurrent, undervoltage, and short-circuit protection Warranty

Storage Subsystem Design The storage subsystem consists of magnetic or flash technologies for internal or external hard drives, flash storage (including SSDs), or optical drives When adding, replacing, or building a storage subsystem, you must take into account the customer needs, how long the customer plans on storing the data, and how long the customer thinks the storage subsystem will be in use before being upgraded or replaced

Other Subsystem Design Audio Subsystem Design: Consists of the audio ports and speakers. When upgrading or building, let the customer listen to the speakers, if possible. Display Subsystem Design: With respect to replacing, upgrading, and installing displays, design specifications are important.

Other Subsystem Design Mobility Design: Mobile devices are critical to a design solution. Mobile devices will most likely be in addition to more stationary devices such as work-stations, printers, and scanners. Laptops and ultrabooks frequently have external peripherals, and few internal parts except for the memory and the SSD can be upgraded. Tablets and smartphones have few or no internal upgradable components.

Computer Terms Refer to the glossary terms at the end of the textbook chapter. Review Chapter 12 and become familiar with the terms.

The Complete CompTIA A+ Guide to IT Hardware and Software 7th Ed. This PPT deck was developed to support instruction of The Complete CompTIA A+ Guide to IT Hardware and Software 7th Ed. All text and images are © 2016 Pearson Education Inc. Fotolia Image Credits Chapter 12: corepics, Micko1986, Stocked House Studio, Kittichai, fkdkondmi, Tyler Olson, Devyatkin, amorphis, Galyna Andrushko, cartoonresource, Sashkin, pathdoc