1. Computer Design and Troubleshooting Review
Chapter 12

2. This presentation covers:
Dealing with Irate Customers
The Learning Process
Design Overview

3. Qualities of a Good Technician
“Soft skills” as they are known across many industries are essential

4. Dealing with Irate Customers
Common issue for those who come to help or try to troubleshoot a problem over the phone
Dealing with irate customers is a skill that you can fine-tune
Listening to peer technicians tell how they have successfully (or unsuccessfully) dealt with a difficult customer can also help
Realize that not only do customers want their computer problems fixed, but they sometimes just need to vent and be heard

5. Dealing with Irate Customers
Avoid aggressive behavior in your demeanor: Aggression involves dominating a conversation or situation by threatening, bullying, being sarcastic, or showing belittling behavior and/or actions
Avoid passive behavior in your demeanor: Passive behavior involves letting others dominate you and expressing yourself apologetically
Practice assertive behavior: being respectful of another person but not allowing him or her to take advantage or dominate the situation
Stay calm and maintain your professionalism
Consider customers’ points of view and never forget that they are the ones who must use the devices that you repair

6. The Learning Process

7. Bloom’s Taxonomy
Benjamin Bloom chaired a committee that created a classification of learning objectives that was named Bloom’s Taxonomy
The figure shows the learning process from the bottom to the top
Notice that creating is at the top
Employers want people who can design…those are the folks who know all the things that it takes to be able to design
Bloom’s Taxonomy

8. Design Overview

9. CAD/CAM and Graphics Design Workstations
Computer-aided design (CAD) and computer-aided manufacturing (CAM) systems are used in manufacturing plants by engineers or design engineers to create things
A graphics/CAD/CAM design workstation would need the following key components:
Powerful multi-core processor(s)
Maximum system RAM

10. CAD/CAM and Graphics Design Workstations
High-end video card(s) with maximum video RAM and graphics processing unit (GPU)
Large display or dual displays
Large-capacity hard drive(s) and an SSD
Possible peripherals include digital tablets, scanners, plotters, and 3D printers
Quality mouse or input device

11. Gaming PCs A gaming PC tends to have the following key components:
Powerful multi-core processor(s)
High-end video cards (with maximum video RAM and specialized GPU)
High-definition sound card and speakers
High-end system cooling
Large amount of RAM

12. Gaming PCs Large display or dual displays Quality mouse
Possible gaming console
Headphones with microphone
Possible 3D glasses (if supported by the video card and monitor)

13. Audio/Video Editing Workstations
An audio/video editing workstation requires a lot of hard drive space and RAM.
The most common configuration elements for such a computer are:
Specialized video card with maximum video RAM and GPU
Specialized audio (sound) card and speakers
Very fast and large-capacity hard drive

14. Audio/Video Editing Workstations
Dual monitors
Powerful multi-core processor(s)
Large amount of system RAM
Quality mouse
Possible digital tablet or scanner

15. Virtualization Workstations
A virtualization workstation can mean two things:
(1) a workstation that has at least one operating system, in its own virtual machine that is separate from the host operating system
(2) a workstation that uses hardware and software virtualization techniques to provide an end user with a controlled workstation environment

16. Virtualization Workstations
A virtualization workstation would have the following components:
Maximum CPU cores
Maximum RAM
Multiple, fast, large-capacity hard drives
Possible SSDs
Possible network-attached storage (NAS) for increased storage space that can be shared with other devices

17. Thin Client Workstations
A thin client workstation is a desktop or laptop that has a display, mouse, keyboard, and network connectivity and runs applications from a server
Characteristics to look for in a thin client computer include the following:
Meets minimum requirements for selected operating system
1Gb/s preferred network connectivity
Basic applications
Optional display privacy screen

18. Thick Client Workstations
In contrast to a thin client workstation, a thick client computer is the most common type of desktop or laptop in the work environment
A standard thick client computer has the following characteristics:
Meets recommended hardware requirements for selected operating system
Meets recommended hardware and software requirements for running desktop applications
Optional display privacy screen
Optional dual displays

19. Other common workstations
Home Theater PCs
Home Servers
Industrial Computers
Mobile Computers

20. Motherboard and Associated Component Design
The motherboard, chipset, and CPU are all directly related to one another and should be designed in conjunction with one another
When comparing processors, consider the nanotechnology used
Processor technology length is measured in nanometers
A nanometer is in length (1 × 10-9)

21. Motherboard and Associated Component Design
When dealing with the motherboard, consider the following:
Motherboard form factor
Chipset
Whether the CPU is included or needs to be purchased separately
CPU size
Motherboard socket size

22. Motherboard and Associated Component Design
Nanotechnology used with the processor and/or chipset (14nm, 22nm, 32nm, 45nm, and so on)
CPU cooling
RAM
Number and type of input/output (I/O) ports
Traditional BIOS or UEFI (replacement for traditional BIOS)

23. Power Supply and Case Design
When replacing, upgrading, or purchasing a power supply, consider the following:
Enough power cables for video cards
Number and type of power cables (SATA, Molex, PCIe, and fan)
Form factor
Wattage for the 12-volt line

24. Power Supply and Case Design
Total wattage—use an online power-use calculator
Quietness
Mean time between failures (MTBF)
Overvoltage, overcurrent, undervoltage, and short-circuit protection
Warranty

25. Storage Subsystem Design
The storage subsystem consists of magnetic or flash technologies for internal or external hard drives, flash storage (including SSDs), or optical drives
When adding, replacing, or building a storage subsystem, you must take into account the customer needs, how long the customer plans on storing the data, and how long the customer thinks the storage subsystem will be in use before being upgraded or replaced

26. Other Subsystem Design
Audio Subsystem Design: Consists of the audio ports and speakers. When upgrading or building, let the customer listen to the speakers, if possible.
Display Subsystem Design: With respect to replacing, upgrading, and installing displays, design specifications are important.

27. Other Subsystem Design
Mobility Design: Mobile devices are critical to a design solution. Mobile devices will most likely be in addition to more stationary devices such as work-stations, printers, and scanners.
Laptops and ultrabooks frequently have external peripherals, and few internal parts except for the memory and the SSD can be upgraded.
Tablets and smartphones have few or no internal upgradable components.

28. Computer Terms
Refer to the glossary terms at the end of the textbook chapter. Review Chapter 12 and become familiar with the terms.

29. The Complete CompTIA A+ Guide to IT Hardware and Software 7th Ed.
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The Complete CompTIA A+ Guide to IT Hardware and Software 7th Ed.
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