1. Complete Technician
The Human Side

2. Troubleshooting
Need to look at computer as a cohesive whole – lots of parts working together
Basic question: What can be causing this problem?
No printout; connectivity? Drivers? Paper jam? Slow network connection? Out of paper?

3. Four parts of Computing Process
Input
Processing
Storage
Output
Running a program goes through the steps

4. The Computing Process
Most of the time, a computer will wait for you to do something
Mouse, or keyboard actions, are interpreted by OS routines and the CPU
The CPU checks with the application to determine the response
CPU/Program responds with video update or hard drive activity or sound

5. The Boot Process Power on the system
CPU waits for power good signal from power supply
CPU goes to BIOS for Power On Self Test (POST)
POST checks CPU, RAM and Video card (also keyboard and floppy drive)
POST hands control to Master Boot Record (MBR) on (hard) disk drive
The Boot Sector from active partition is loaded into memory

6. Boot Process, cont.
Ntldr is loaded and initialized from the boot area.
Change the processor from real mode to 32-bit flat memory mode
Ntldr starts the appropriate minifile system drivers (built into Ntldr and can read FAT and NTFS
Ntldr reads the Boot.INI file

7. Boot Process, cont.
Ntdetect.com is loaded and run; scans the computer hardware and sends list to Ntldr for inclusion in HKEY_LOCAL_MACHINE\ HARDWARE
Ntldr then loads Ntoskrnl.exe, Hal.dll and the system hive (from Registry)
Ntldr scans the System hive and loads the device drivers configured to start at boot time
Ntldr passes control to Ntskrnl.exe at which point the boot process ends and the load phase starts.

8. Typical Process Press a key on the keyboard
Signal gets sent to keyboard controller; CPU understands thanks to small program in BIOS loaded into RAM
All of the TSRs check to see if they need to respond to key press
CPU and application determine what should happen

9. More
CPU sends message to hard disk drive, video card/circuitry, NIC or sound card
Device responds to CPU and produces output to which the user responds

10. Troubleshooting Theory
Identify the problem
Establish a theory of probable cause
Test the theory to determine cause
Establish a plan of action to resolve the problem and implement the solution
Verify full system functionality
Document findings, actions and outcomes

11. Identify the Problem This can be the hardest step of the process!
Talk to the user to determine if something new has occurred
CompTIA wants you to backup data before you start – although that rarely happens

12. Establish a theory
Analyze the issue and come up with a theory as to what is wrong
Keep things as simple as you can
Is the case too hot?
Are components cooked?
When you find something, take a moment for an “Are you sure?”

13. Test the Theory Try the fix to see what happens
The theory and the fix are often together
Sometimes you need to escalate the problem
Sometimes all you can do is step back for a moment to re-think what is going on

14. Verify and Prevent
Make sure the problem is fixed – does the client think so?
Is there anything you can do to prevent the problem from coming back?

15. Document Findings, actions and outcomes
Might be highly formalized in your company, might just be notes on work order
Helps when the next problem occurs

16. Customers/Clients
You will see them at their worst: angry, frustrated or worried/guilty
Important to communicate clearly and effectively
Pick a side: you and the client against the computer
Let the client help you find the problem if they insist on being there

17. Getting Answers Remember that the client is not a tech
“What did you do?” usually won’t help
Ask questions to clarify the situation: “What were you doing when…”
Listen, all the way through, to the client’s answer
Did it ever work? When did it last work? Any software/hardware changes?

18. Answers, part 2
Keep questions friendly and factual; don’t use jargon to impress client
Don’t correct the user as they explain what they know – do your own translation
Can you go to a working PC and have the client repeat the steps?

19. Active Listening
Pay attention to client; don’t think about your response just yet
Plan on restating what client has told you
You don’t have to agree with the client; ask gentle questions to steer in better direction

20. In the Middle
Most clients want a sense of what you are doing (or going to do)
Again, no jargon
If you have to draw a map, you are too technical
Compliment the client-tech but don’t try to teach him A+

21. Integrity Anything said to you, or around you, is confidential
Stuff on/around the desk is not yours – it’s theirs and you need permission to use any of it
Have users enter passwords, don’t ask if possible.
Don’t allow a user to put you in a dangerous or illegal situation
Get supervisor’s (and client’s) approval for any work outside scope of duties

22. Respect, part 1
Need to respect client and job they are trying to do – even online poker
Treat them as you want to be treated
You are a service function; you are there at client’s convenience
Be on time; don’t interrupt client to start your work

23. Respect, part 2
Cell phone (does anyone still have a pager) should probably be off – unless you are expecting an urgent call. Voic works.
Tough to deal with: Client caused the problem. Try to explain what they did right.
Repeat clients are far cheaper than new clients – don’t burn the bridge

24. Assertiveness Don’t be a bully; don’t be a doormat
Don’t create anger or conflict; show that you understand client’s situation
Make sure you understand the problem you are to fix
If it’s the client’s error, use “I” and “me” statements to point to solution

25. Toolkit A phillips-head screwdriver and Dr. Phil in your pocket
Bring along appropriate spare parts; often this is dictated by your employer
Field Replaceable Units (FRUs) – stuff you can swap out looking for problem. Most of this happens on your bench

26. Backup
CompTIA presumes you will do a backup of client’s data before you start work
Let the client know that you are not responsible for lost data or lost access to applications
“…You can always boot to a copy of Windows and go to the Recovery console, you should never lose essential data…”