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1. IT 284 Help Education Expert/ it284helpdotcom FOR MORE CLASSES VISIT www.it284help.com

2. IT 284 Entire Course • IT 284 Week 1 CheckPoint 1 The Customer Service Model • IT 284 Week 1 CheckPoint 2 Computer Support Dependencies • IT 284 Week 1 Assignment Defining Computer Support • IT 284 Week 2 CheckPoint Communication Techniques • IT 284 Week 2 DQs • IT 284 Week 3 Assignment How to Communicate • IT 284 Week 3 CheckPoint Using an ARS

3. IT 284 Week 1 Assignment Defining Computer Support (UOP) • Research, using at least 3 references, and Write, in APA format, a 700-word paper in response to the following: •  You are a support technician manager building a help desk team. Your primary operation is to service customers with both hardware and software issues from a variety of PC platforms. Explain the position of a help desk worker to your newly-hired employees. Your paper must include the following:

4. IT 284 Week 1 CheckPoint 1 The Customer Service Model (UOP) • Write a 200- to 300-word response to the following: As a customer support technician, there are many tools that facilitate prominent communication between the employee and the consumer. Include the components of the customer service model identified within your text. How would you use them to develop a customer experience strategy?

5. IT 284 Week 1 CheckPoint 2 Computer Support Dependencies (UOP) • Write a 200- to 300-word response to the following: Computer support plays a vital role in an organization’s operations. Include how computer support interrelates with various departments such as HR, finance, marketing, and operations. What affect does this support have on the functionality of these departments? Identify possible consequences that an organization may endure if its computer support lacks development.

6. IT 284 Week 2 CheckPoint Communication Techniques (UOP) • Write a 200- to 300-word response to the following: Building rapport with your customer is an inevitable component of computer support. Include the different techniques used to acquire and uphold the trust of your customer. How might the different communication skills, referred to in the text, facilitate rapport? Provide an example, during your current or past employment, of a time when you were required to use communication skills to build the trust of your customer. Were you successful? Explain your answer.

7. IT 284 Week 2 DQs (UOP) • What are some trends that computer support has witnessed over the past 10 years? How does the cost benefit of operating a help desk affect the utility of service support? What computer support trends have you witnessed in your work experience? How has this helped productivity within your organization? Explain your answer.

8. IT 284 Week 3 Assignment How to Communicate (UOP) • Consider the following scenario: • Note that communication is a key component to professional customer service. Bill, a project manager from a financial firm, calls the computer support hotline and expresses his frustrations with the software he has just purchased from your company. He is a new customer and has little experience with how to use the software. • Research, using at least 3 references, and Write, in APA format, a 700- to 1,050-word description of an approach, without solving the issue, which might be used to build a relationship with Bill. The paper must define and address any messaging technologies that would be applicable as well as the following:

9. IT 282 Week 3 Assignment Troubleshooting Installation (UOP) • Resource: Appendix C • Read Scenario One in Appendix C. • Prepare a list of steps you would take to fix the problem, including steps involved in reinstalling Windows XP and recovering the data Ben needs. • Read Scenario Two in Appendix C. • Create a list of questions you would need to ask Craig to correctly diagnose the problem.

10. IT 282 Week 3 CheckPoint Monitoring Resources and Performance in Windows XP Toolwire® Lab and Response (UOP) • Log in to your student Web page at https://axiaecampus.phoenix.edu/. Click Week Three, then click the link to the Toolwire® lab. A new window with a description of the lab appears. Scroll to the bottom of the page and click Lab Access to begin the lab. • Complete Toolwire® Lab: Monitoring Resources and Performance in Windows XP as indicated.

11. IT 282 Week 3 CheckPoint Monitoring Resources and Performance in Windows XP Toolwire® Lab and Response (UOP) • Log in to your student Web page at https://axiaecampus.phoenix.edu/. Click Week Three, then click the link to the Toolwire® lab. A new window with a description of the lab appears. Scroll to the bottom of the page and click Lab Access to begin the lab. • Complete Toolwire® Lab: Monitoring Resources and Performance in Windows XP as indicated.

12. IT 282 Week 4 CheckPoint Installing and Configuring Windows Vista® Device Drivers (UOP) • Toolwire® Lab and Response • Log in to your student Web page at https://axiaecampus.phoenix.edu/.Click Week Four, then click the link to the Toolwire® lab. A new window with a description of the lab appears. Scroll to the bottom of the page and click Lab Access to begin the lab.

13. IT 282 Week 4 DQs (UOP) • What special challenges that do not occur with other operating systems are faced when installing Windows Vista®? • How is Windows Vista® supported in a company? What are some common problems with supporting Windows Vista®?

14. IT 282 Week 4 Exercise Final Project Feedback (UOP) • Resource: Appendix A • Submit the work you completed in Weeks One, Two, and Three of your final project to your instructor for feedback. • Post your completed assignments as an attachment.

15. IT 282 Week 5 Assignment Installation of Operating Systems (UOP) • Resources: Appendix D and Ch. 11 of A+ Guide to Managing & Maintaining Your PC • Complete Appendix D by comparing an upgrade of an operating system to a clean installation, and provide scenarios of when each task must be performed. • Post Appendix D as an attachment.

16. IT 282 Week 5 CheckPoint Troubleshooting Techniques (UOP) • Resource: Ch. 12 of A+ Guide to Managing & Maintaining Your PC • Write your response to the following: Based on Ch. 12 of A+ Guide to Managing & Maintaining Your PC, prepare a 10-item list of troubleshooting techniques you must do to speed up a sluggish Windows XP startup. • Post your list as an attachment.

17. IT 282 Week 6 CheckPoint Networking in Operating Systems (UOP) • Resource: Ch. 17 of A+ Guide to Managing & Maintaining Your PC • Write a 200- to 300-word response to the following question: Explain how networking functions in an operating system. In your explanation, describe steps you would take to enable networking on a workstation. • Post your response as an attachment.

18. IT 282 Week 6 DQs (UOP) • What kind of networking in Windows® is best for a small company, a midsized company, and a large company? Why? Support your answer with solid reasoning. • Identify three common problems when networking with an operating system. Provide the best solution for each problem.

19. IT 282 Week 7 Assignment Personal Computers on the Internet (UOP) • Resource: Ch. 18 of A+ Guide to Managing & Maintaining Your PC • Write a 700- to 1,050-word paper, in APA format, in which you address the following: • The differences between Internet and network connections • Steps to connect a workstation to the Internet • Potential problems and solutions when connecting an operating system to the Internet

20. IT 282 Week 8 CheckPoint Identifying Threats to Network Security Toolwire® Lab and Response (UOP) • Log in to your student Web page at https://axiaecampus.phoenix.edu/. Click Week Eight, then click the link to the Tool wire® lab. A new window with a description of the lab appears. Scroll to the bottom of the page and click Lab Access to begin the lab. • Complete Tool wire® Lab: Identifying Threats to Network Security as indicated.

21. IT 282 Week 8 DQs (UOP) • Describe three important security features in modern Windows® operating systems and the purpose behind these features. • What are the essential steps one must take to secure an operating system?

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