Four Tools to help Automate End User Support

When working on a helpdesk there are different tools that can make life easier.  The following four help desk tools help  automate the process of user support.  They include… team inbox, knowledge base, chat,  phone, and mobile support. What is team inbox?  It’s a centralized location where helpdesk team members can log in and view all the different messages to the helpdesk. It keeps track of all the previous messages so it’s easy to find out where the issues left off.  Also, it has the ability to escalate problems to other departments.  Lastly,  the software includes different features like auto responses, keyboard shortcuts and other tools to improve responding time.    Knowledge Base includes different types of documentation that are stored on a website or other type of database.  Here users can access answers to frequently ask questions, common problems, pricing and other services.  All the information is searchable by the customer so they can find what they are looking for.  If they can’t find an answer, the phone number to a technician will be listed in the knowledge base.  Having a knowledge base helps customers answer their own questions without contacting the helpdesk.  This frees up the helpdesk team to work on more critical problems. Using forms is a great way to have your customers help each other out by answering questions for one another.  For example, I bought a Futon on Amazon and when I received it I didn’t know how to assemble it.  Then I posted a question on the user forms and asked “Has anyone put this futon together?”  Low and behold, another person commented and helped me...

Best Ways to Seek Out IT Computer Support Jobs

              When starting to seek out employment as an IT Support specialist, please consider the following four topics to help you find the right best employment opportunity.  The topics include your Professional Online Persona, Networking, Job Posts and Interviewing. What is a professional online persona?  This is what defines who you are online as a professional.  When employers find potential candidates to fill positions one step that is taken is seeking out different information by searching online. How to represent yourself online as a professional.  First of all, lock down all personal accounts that may be open to the public that employers could see as a weakness.  These accounts include Instagram, Facebook and Twitter.  The next step to represent yourself online is to create a new Google account just for professional use.  For example, using your first initial and last name is a good way to go. (jsmith@gmail.com).  After creating the email you want to sign up for a Linkedin account.  This account will help  show potential employers your skills and accomplishments.  Also, Linkedin is a good way to connect with many professionals in your field.  Lastley, making a twitter account can show employers that you stay active in the IT field.  Twitter is an easy social networking tool to use to post articles, videos and connect with people.  When creating a Twitter account add a link to your Linkedin account, this will make it easier for employers to find you. Networking is all about building relationships and the easiest way to expand your network is to build on the relationships you have...

Using “Google Drive” and Some Essential Tools

What do most people have in common when owning a computer?  The answer is… an email address. The most popular email service is Gmail from Google.  Gmail can be accessed by using Google's web application or different client based software on computers and mobile devices.  When signing up for a Gmail account it comes with fifteen gigabytes of storage.  If you upgrade to one hundred gigabytes, it costs two dollars per month.   After signing in click on the box in the upper right hand corner displaying the nine dots.  This will show the various tools that google gives you access to at no cost.  The four tools I will discuss are drive, docs, sheets and slides.    To start any of these applications all you have to do is click on the one you wish to access.   This is what Google drive looks like when you first open it.  If you have just created an account, this will be blank.  I use Gmail for school and as you can see I have a folder for each class.  This helps me  stay organized and keeps everything in one place.    To start, click the “new button” and it will give you different options for creating different files and folders that you can use with Google Drive. These are the different options that will come up when “new” is clicked.  Now click on the “Google Docs” button and create a new document.   Google Docs is a cloud based word processor.  This will give a lot of the same options as Microsoft Word.  One of the benefits of Google...

5 new features in Android Oreo 8.0

The first new feature in Oreo is that Google has changed the way settings is displayed.  When going into settings Google has consolidated a lot of different options to make it easier to navigate and find what you're looking for.  For example, when you go into display setting it’s going to give the options to click brightness, night light, adaptive brightness and wallpaper.  These are the options a basic user would look for. On the other hand, if you need more options you can always go into advanced options.   Also, when swiping down from the top of the phone to get the quick settings, this is where  you find different toggle switches that can be rearranged.  At the bottom of the quick settings menu you have access to the settings menu icon, quick settings edit button and profile button.   Another interesting fact about Oreos UI is that when receiving notifications a dot will appear on different application icons.  To preview the content of message, you long press that icon.  If the message is of interest you can go into the app, if not you can dismiss it. Picture and Picture The second feature of Oreo is called picture and picture. This is a great multitasking feature that lets you do more than one task at the same time. For example, say you want to watch a Youtube video as you’re going through your emails, this will allow you to do it.  To launch PIP all you have to do is tap the home button while your watching a video.  Just to let you know, not all applications...

How to create backups in Windows 10

Windows 10 Backup I think we are all at a point in our computing lives that we understand that everything we do on a computer should be backed up in a secondary location. Right? If not, you should start doing this now, if not sooner… I am going to show you a quick & easy (and cheap) way to backup your files on a Windows 10 operating system. First, you will need an External Hard Drive. It looks like this… The model pictured here is less than $100. It has 4TB of storage and is just larger than a deck of cards. This drive will store a tremendous amount of data (every picture you have ever taken won’t even scratch the surface of this drive), and it is very user friendly. There are cheaper hard drives out there, but please don’t skimp on quality/size to save a few bucks. This is your backup for everything. My family pictures are on this drive, in my case. You now have the external Hard Drive- Let’s go… From your windows desktop, click on the Start button… Select Settings. Scroll down to “Update & Security” … Click on that You will now be at this screen… Click on Backup… This is the final product of the backup. You have many options at this point. You can choose where the data is backed up to, how often the files are backed up, and how long to keep them. After all is said and done, you can change the settings if you wish. You can exclude folders that you don’t want to save. If you...

New Features of IPhone X

The iPhone X is Apple's latest creation.  This amazing device connects people with their technology like never before.  This new iPhone has an OLED 5.8 super retina screen that has has a 1,000,000 to one contrast ratio.  The phone will be brighter, crisper and look more amazing then ever before.  The iPhone is made of stainless steel and glass that is so durable it can withstand  drops from a height of four feet.  Other great features make this iPhone water resistant, dust resistant, and it has wireless charging.Apple's new iPhone X has a whole different look.  For years when looking at an iPhone it featured the standard home button.  Now, apple has designed it so with a movement of your finger or your voice you can navigate your phone with ease.  This gives the Iphone an advantage.  Now, with fewer moving parts  it is less likely to have mechanical problems.   Apple has also added the option of wireless phone charging.  This great feature works by purchasing a wireless charging mat.  This mat will also charge the Bluetooth earbuds that connect you to your phone.  If you travel, some airports and hotels may have these mats available.  Don’t worry the new iPhone still has a lightning port to charge from the wall. Apple introduces Face ID in their new iPhone.  This technology will let you lock, unlock and pay using facial recognition.  This feature works by having the True Depth camera create a map of your face by scanning it and using it as a key.  The software will change your face over time so that it continues to...

Guide to installing Windows 10 using VMware Workstation

Lets get started! To start this tutorial make sure you have the right software and compatible hardware to complete the task. What you need is a 64 Bit processor, 4GB of memory,1.3 GHz or faster and 1GB of free hard drive space. Also you will need the Windows 10 ISO file. Step one:  Start up VMware and click on new virtual machine.  When this screen comes up click on typical and hit next.  The custom option lets you change different settings for compatibility options. Step Two:  This is where you click browse and find your ISO file or Windows 10 disk location.  After finding the file select it and click open and then click next. Step Three:  This box lets your enter in the Windows product key before you install it (This is optional).  The next box lets you select the Windows version and choose a username and password. When selecting a password, it’s good to have at least eight characters, upper and lowercase letters and a number.  When you’re ready, click next. Step Four:  This box lets you assign a name to the virtual machine and where it’s going to be stored on your computer.  VMware has a default folder named virtual machines in which it stores the files. When you’re ready, click next to move on. Step Five:  This is where you select the size of hard disk space you want on the VM.  It recommended 60GB however, just make sure there is enough free space for the operating system.   The next section has different options explaining how to group the hard drive space.  Selecting “store...

Video Tutorials to Learn Microsoft Office Tools to Get Ready for Your Next Presentations

Have you ever wondered how to deliver your message is fascinating way? Making your delivery stunning will make your message to be better accepted by your audience, will make you look professional and will give you opportunity to stand out from the crowd. There is a stereotype about presentation as one person delivering a lecture to the large group of people. Reality of today’s business is very different. Most of the business presentations are done either 1-1 or to the small group of decision makers Due to high travel costs most of the presentations are done using conference calls and screen sharing software Some of the advice I was getting, when searching for answers on how to improve my presentation skills was not relevant to presentation delivery channels I was using. In today’s world people work remote and get connected through technology. Some of the advice that was good for presentations done in person for large audiences . But presenting on stage is just one of the channels where you communicate your message, since lot of time you work with people you never see (i.e. offshore teams) and you are being asked to deliver a presentation to reach everyone There are multiple channels I use to deliver my message: Presenting to the large audience in the lecture hall Presenting 1-1 to decision maker Presenting in the conference room to small group of people Presenting on the phone with screen sharing Presenting to the people I never met on the phone (i.e. offshore team, global projects etc) There are so many needs in the life of business professionals to create...

Dealing with Negative Thoughts and Emotions

Many of us spend a lot of time in our own heads. Our own emotions can often feel like a roller coaster ride at times. We replay bad events from our past, worry about the future and often focus to much on the negatives in our lives. To many negative thoughts can lead to things like anxiety and depression. It can also drain all your energy from you. Getting drawn into this cycle of negative creates a prison in your own mind.   The good news is if you are struggling or  find yourself stuck in a cycle of negativity you can turn it around. With some effort, understanding, and some practice you can completely transform your life and turn your negative mind into a more positive one. Here are some tips on how to overcome negative thinking.   Understand and recognize your negative thoughts and patterns Many of these patterns are brought on by something. What is important to understand is that much of these negative thoughts serve no real person or function. They are unproductive thoughts that do nothing but drain you of your energy and directly cause you to feel negative emotions. By analyzing and recognizing the patterns you can then start to make a conscious choice as to how you feel. It is not an easy task but with practice and effort it can be overcome. One type of negative thinking is being too critical and hard on yourself. Many of us are our own worst critics. We think way more negatively of ourselves than anyone else around us. It is important to understand your...