The Complete PC Tech

1. The Complete PC Tech Chapter 24

2. Overview • In this chapter, you will learn to • Describe how computers work • Explain the nuances of dealing with customers • Implement a troubleshooting methodology

3. Essentials CompTIA A+Essentials Getting the Right Sound Card How Computers Work

4. Computing Process • Three key components • Input • Processing • Output • Storagealso needed

5. 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 I want to go over there. Okay controller!Taking care of it. CPU, the w key was just pressed.

6. Computing Process—Game Example • Processing involves many components Joe wants to go to the island. Hard drive, get the files to RAM; NIC, grab the new data from the server. I’m getting those files from the hard drive. Okay boss, I’m sending the files now! Okay CPU, grabbing those packets now.

7. Computing Process—Game Example • Output can be multiple components • Sound and video Video and Sound, here’s the new data. Okay CPU, got the new sound. Okay CPU, got your changes. Sound card Video card

8. Video card Sound card Computing Process—Game Example Monitor, update NOW! And the music plays on. Wow, another command from the video card. It just never stops

9. Computing Process—Game Example • Communicating withservers Internet Second Life servers

10. Troubleshooting • 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

11. 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. 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. Dealing with Customers • Assertive Communication • Show understanding and empathy • “I understand how frustrating it feels to lose data.” • State the problem clearly • “Help me understand how the network cable keeps getting unplugged during your lunch hour.” • State what’s needed • “I can’t promise the keyboard will work well if it gets dirty.”

14. Troubleshooting Methodology • Be prepared with thetools 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

15. 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