1. Partners in Learning Student Help Desk Program Building 21 st Century Skills

2. Partners in Learning Commitment to Education: Microsoft is deeply committed to working closely with worldwide education communities to understand their needs and offer the right resources and solutions to help address education challenges while improving teaching and learning opportunities in the 21st Century. Commitment to Corporate Citizenship: Microsoft recognizes that as a responsible industry leader it needs to address critical social issues through programs and partnerships. Partners in Learning is a long-term commitment from Microsoft to partner with state governments, local schools, teachers and partners, to establish a sustainable foundation for continued advances in education and learning. Commitment to Sharing Organizational Resources Through Public Private Partnership: Partners in Learning helps create connections and dialogue among local teachers, educational experts and education policy- makers to help transform how organizational best practices and resources, not just technology, are applied in the teaching and learning process.

3. PiL Student Help Desk Program Objectives Help schools reduce computer maintenance cost Train students computer troubleshooting and help desk skills Help schools monitor computer maintenance activities

4. Program Outline 3-day training for teachers (2 nights, 2 teachers per school) –Teachers chosen must have minimum intermediate technical skills –Training content include Troubleshooting Computer Hardware Troubleshooting Windows Operating System How to Set Up A Student Help Desk in Schools Using Help Desk Ticketing Application Training of students by teachers –Students chosen must have capability to be help desk technician which skills include technical, responsible, self-directed and team player –Training is to be conducted by the teachers and managed within their respective schools, funds will not be provided by Microsoft Usage of Help Desk Ticketing Application to foster the culture of self-help –Application will be web-based and hosted by Microsoft partner –Training of application for teachers will be included in the 3-day training

5. Training Outline Chapter 1 - Planning Your School’s Help Desk –What Is a Helpdesk? –Roles of Help Desk Team Members –Determining Help Desk Goals –Defining the Scope of Your Help Desk –Remaining Open to Change Chapter 2 – Understanding Hardware –Staying Safe When You Work on Internal Components –Reading a Specification Sheet –Identifying Internal Hardware Components Chapter 3 – Installing Windows XP Professional –What is an Operating System? –Planning and Installation Chapter 4 – Introduction to Troubleshooting –Common Support Categories –Troubleshooting Methodology –Preventive Support –Using Remote Assistance

6. Training Outline Chapter 5 – Supporting Hardware –Solving Mechanical Problems –Solving Configuration Problems Chapter 6 – Supporting Windows XP Professional –The Most Common Operating System Problems –Starting the Operating System Using Special Tools –Restoring the Operating System Using System Restore –Increasing Virtual RAM Chapter 7 – Supporting Networked Computers –Introduction to TCP/IP –Solving Networking Problems Chapter 8 – Supporting Security Needs –Network Security –Securing Hardware and Software

7. Training Outline Chapter 9 – Performing Maintenance and Completing Special Projects –Performing Maintenance Tasks –Completing Special Tasks Appendix A – Microsoft Windows XP Professional Pre-Installation Checklist Apendix B – Sample Survey for Help Desk Customers Appendix C – Online Resources Copyright Microsoft Corporation Ticketing Application (Still in Development): http://www.maintenance360.com/s-helpdesk/index.aspx User ID - MS Password- MS01 School code- kea0069

8. Sponsorship Partners in Learning can provide a Grant of up to RM50,000 to implement this program for all conforming schools Sponsorship will include trainer fees, accommodation, travel allowance, meals

9. Program Sustainability Student Learning Trip –Objective: Exchange ideas, Community Service –Get a school to host –Microsoft can provide up to RM10,000 grant per year if learning trip includes PC maintenance or troubleshooting activities or computer skills / technical training for underprivileged community –Microsoft hosted Student Learning Trip Microsoft IT Youth Challenge –PC Assembly & PC Troubleshooting competition –Winning criteria will be based on usage of Help Desk Ticketing Application and troubleshooting skills

10. Next Step Request grant by Microsoft by writing to: En Abdul Rahman Abu Haniffa Director, Public Sector Strategic Engagement Microsoft Malaysia Sdn Bhd Level 29, Tower 2 Petronas Twin Towers 50088 Kuala Lumpur Tel: 03-21796838 Fax: 03-20268089 Interested schools to sign up by 15 Sept 2006 with the following details: –School full name –Principal name –Teachers name (2 per school) –Teachers Email contact, phone and fax If grant is approved, training can be scheduled for Nov & Dec 2006

11. THANK YOU If you have any enquiries. Please contact: Chin Tih-Tih Program Manager, Partners in Learning Microsoft Malaysia Sdn Bhd Level 29, Tower 2, Petronas Twin Towers 50088 Kuala Lumpur Tel: 012-3130 266 Email: tihchin@microsoft.comtihchin@microsoft.com