Chapter 24The Complete PC Tech

MELJUN CORTESMELJUN CORTES

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OverviewIn this chapter, you will learn to

Describe how computers work

Explain the nuances of dealing with customers

Implement a troubleshooting methodology

CompTIA A+Essentials

Essentials

Getting the Right Sound Card

How Computers Work

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Computing ProcessThree key components

Input

Processing

Output

Storagealso needed

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Computing Process—Game Example

Same process in a gameInput with keyboard or mouseProcessed by CPU and serversOutput by sound and video cards

CPU, the w key was just pressed.

I want to go over there.

Okay controller!Taking care of it.

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Computing Process—Game Example

Processing involves many components

Okay boss, I’m sending the files

now!

Joe wants to go to the island. Hard drive, get the files to RAM; NIC, grab the new data from the server.

Okay CPU, grabbing those packets now.

I’m getting those files from the hard drive.

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Computing Process—Game Example

Output can be multiple componentsSound and video

Video and Sound, here’s the new data.

Okay CPU, got your changes.

Okay CPU, got the new sound.

Sound cardVideo card

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Sound card

Video card

Computing Process—Game Example

Monitor, update NOW!

Wow, another command from the video card. It

just never stops

And the music plays on.

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Computing Process—Game Example

Communicating withservers

Second Life servers

Internet

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TroubleshootingGood techs understand the components

used for different processesInputProcessingOutputStorage

Knowing which device is used for which process makes troubleshooting easierSound problem: look at sound componentsVideo problem: look at video components

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Dealing with CustomersEliciting answers

Listen to the customerUse nonaccusatory communicationsNOT, “What did you do?”Instead, “When did it last work?”

IntegrityRespect privacy and property of userAvoid learning other’s passwordsEthic of reciprocity (or the Golden Rule)Never do work outside the scope of your duties

without approval from your supervisor

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Dealing with CustomersRespect

Communicate with users the way you want them to communicate with you

Act and speak professionallyRemain 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 workDon’t take personal calls

Remember, without the user needing a tech, you wouldn’t have a job

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Dealing with Customers Assertive Communication

1. Show understanding and empathy– “I understand how frustrating it feels to lose data.”

2. State the problem clearly– “Help me understand how the network cable keeps

getting unplugged during your lunch hour.”

3. State what’s needed– “I can’t promise the keyboard will work well if it

gets dirty.”

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Troubleshooting Methodology

Be prepared with thetools for the jobTech Toolkit (discussed

in Chapter 2)Also bring FRUs

(spare parts)

BackupEnsure the user’s data is backed up before

taking action that could compromise the data

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Troubleshooting Methodology

StepsAnalyze the problem

Identify possible solutionsFor example, consider power, connectivity, CMOS, OS

TestTest your possible solutionsTest only one solution at a time If an action doesn’t solve the problem, return the system

to its previous state

CompleteEvaluate—check all results of your actionsEscalate—ask for help if necessaryClean up the work environmentDocument—follow your company’s policies

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