1. © 2007 The McGraw-Hill Companies, Inc. All rights reserved The Complete PC Tech Chapter 24

2. © 2007 The McGraw-Hill Companies, Inc. All rights reserved Overview In this chapter, you will learn to –Describe how computers work –Explain the nuances of dealing with customers –Implement a troubleshooting methodology

3. © 2007 The McGraw-Hill Companies, Inc. All rights reserved CompTIA A+ Essentials Essentials Getting the Right Sound Card How Computers Work

4. © 2007 The McGraw-Hill Companies, Inc. All rights reserved Three key components –Input –Processing –Output Storage also needed Computing Process

5. © 2007 The McGraw-Hill Companies, Inc. All rights reserved Computing Process— Game Example Same process in a game –Input with keyboard or mouse –Processed by CPU and servers –Output by sound and video cards CPU, the w key was just pressed. I want to go over there. Okay controller! Taking care of it.

6. © 2007 The McGraw-Hill Companies, Inc. All rights reserved Computing Process— Game Example Processing involves many components Okay boss, I’m sending the files now! Joe wants to go to the island. Hard drive, get the files to RAM; NIC, grab the new data from the server. Okay CPU, grabbing those packets now. I’m getting those files from the hard drive.

7. © 2007 The McGraw-Hill Companies, Inc. All rights reserved Computing Process— Game Example Output can be multiple components –Sound and video Video and Sound, here’s the new data. Okay CPU, got your changes. Okay CPU, got the new sound. Sound card Video card

8. © 2007 The McGraw-Hill Companies, Inc. All rights reserved Sound card Video card Computing Process— Game Example Monitor, update NOW! Wow, another command from the video card. It just never stops And the music plays on.

9. © 2007 The McGraw-Hill Companies, Inc. All rights reserved Computing Process— Game Example Communicating with servers Second Life servers Internet

10. © 2007 The McGraw-Hill Companies, Inc. All rights reserved Good techs understand the components used for different processes –Input –Processing –Output –Storage Knowing which device is used for which process makes troubleshooting easier –Sound problem: look at sound components –Video problem: look at video components Troubleshooting

11. © 2007 The McGraw-Hill Companies, Inc. All rights reserved Dealing with Customers Eliciting answers –Listen to the customer –Use nonaccusatory communications –NOT, “What did you do?” –Instead, “When did it last work?” Integrity –Respect privacy and property of user –Avoid learning other’s passwords –Ethic of reciprocity (or the Golden Rule) –Never do work outside the scope of your duties without approval from your supervisor

12. © 2007 The McGraw-Hill Companies, Inc. All rights reserved Dealing with Customers Respect –Communicate with users the way you want them to communicate with you –Act and speak professionally –Remain positive If the customer begins to get angry, remember they aren’t angry with you—they are frustrated with the situation –Don’t let outside interruptions affect your work Don’t take personal calls –Remember, without the user needing a tech, you wouldn’t have a job

13. © 2007 The McGraw-Hill Companies, Inc. All rights reserved Dealing with Customers Assertive Communication 1.Show understanding and empathy –“I understand how frustrating it feels to lose data.” 2.State the problem clearly –“Help me understand how the network cable keeps getting unplugged during your lunch hour.” 3.State what’s needed –“I can’t promise the keyboard will work well if it gets dirty.”

14. © 2007 The McGraw-Hill Companies, Inc. All rights reserved Be prepared with the tools for the job –Tech Toolkit (discussed in Chapter 2) –Also bring FRUs (spare parts) Backup –Ensure the user’s data is backed up before taking action that could compromise the data Troubleshooting Methodology

15. © 2007 The McGraw-Hill Companies, Inc. All rights reserved Troubleshooting Methodology Steps –Analyze the problem Identify possible solutions For example, consider power, connectivity, CMOS, OS –Test Test your possible solutions Test only one solution at a time If an action doesn’t solve the problem, return the system to its previous state –Complete Evaluate—check all results of your actions Escalate—ask for help if necessary Clean up the work environment Document—follow your company’s policies

16. © 2007 The McGraw-Hill Companies, Inc. All rights reserved