THE HELP DESK

SUBMITTED BY: LEYTON HERMINSON MOGOLLON

SUBMITTED TO: EDWARD GUTIERREZ ANDRES APONTE SYSTEMS ENGINEER
National Apprenticeship Service (SENA VIRTUAL) BACKGROUND OF ASSEMBLY AND MAINTE
NANCE OF COMPUTERS FOR 2009 TECHNICAL SUPPORT PROCESSES
SUPPORT FOR TEACHERS AND STUDENTS MICROSOFT
You get to a company and met this challenge: 1.) This company has many hardware
and software problems without serious problems that are caused by viruses and Tr
ojans on your network, it is obvious they need organization and you were hired t
o determine a sustainable solution, which can measure both the amount and type o
f problems generated as well as the solution given and the degree of user satisf
action.
researcher who is 70-305 and 70-306 exams to earn degrees are offered by Micro
soft for their products, each of these certifications may even have specialties
and each is composed certification have passed a series of tests. Which can matc
h a different certification. Exams 70-305 and 70-306 correspond to the MCAD Micr
osoft Certified Application Developer (Application Developer certificate) but fo
r example also part of Microsoft Certified Solution Developer MCSD (Solution Dev
eloper).
The 70-305 is use Microsoft Visual Basic. NET and Microsoft Visual Studio. NET d
evelopment and implementation of Web applications (for web-based programming. Ne
t), and is 70-306 Using Microsoft Visual Basic. and Microsoft Visual Studio. NET
development and implementation of Windows applications.
WHAT I would recommend this company?, SEND IN A
ALL ZIP FILES INVOLVING YOUR SOLUTION, DO NOT FORGET THE PLAN OF WORK. They woul
d report on the great need in the Enterprise Help Desk or working group in order
to keep their computers operating efficiently and will present the following wo
rk plan:
WORK PLAN
Institution Name
: COMERCIALIZADORA "THE BEST"
Representative
: PEDRO Turriaga
Members of the Help Desk
: Leyton Herminson Laura Gomez Ana Milena Abello Camilo Andres Mendoza Armando R
ojas Jennifer Rojas
Period
: Understood from February 1, 2009 to August 1, 2009.
Coverage
: Total Sectors.
TABLE OF CONTENTS
pp.
1. Introduction ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ...
.... 3 2. Current Situation ... ... ... ... ... ... ... ... ... ... ... ... ...
... ... ... 4 3. Work Plan ... ... ... ... ... ... ... ... ... ... ... ... ... .
.. ... ... 5 4. Strategies and obstacles ... ... ... ... ... ... ... ... ... ...
... ... 10 5. Resources ... ... ... ... ... ... ... ... ... ... ... ... ... ...
... ... ... ... ... 11 5.1 Human Resources ... ... ... ... ... ... ... ... ...
... ... ... ... .. 11 5.2 Infrastructure ... ... ... ... ... ... ... ... ... ...
... ... ... ... ... 11 5.3 Marketing Materials ... ... ... ... ... ... ... ...
... ... ... ... ... ... ... ... ... 11 6. budget and finance ... ... ... ... ...
... ... ... ... ... 12
1. INTRODUCTION
The need to obtain positive results in the Company is one of the reasons why mus
t be included in the same team as the Help Desk as we are every day demonstratin
g the technology necessary to be updated in terms of equipment protection comput
ing review given that the hardware and if it is necessary to renew or upgrade eq
uipment will be unveiled that concept. Therefore we offer not only protection, i
ncluding prevention and training for users of our services.
At the end of the period of work will result in a company of the best teams in t
erms of software and hardware concerns to prevent attacks or difficulties of any
kind, plus countermeasures trained personnel and a team working for the good fu
nctioning of the Company.
2. CURRENT SITUATION
The current status of equipment and equipment of information technology in marke
ting is:
a. Sector Sales: there are seven (7) COMPAQ computers with Windows XP and a Comp
aq server with Windows 2000 server, these were installed four years ago. The net
worked computers are fitted with a working group to share resources like Interne
t access, printers, scanners. b. Sector Management: has four (4) computers insta
lled six years ago and a server located in the manager's office, with Internet c
onnection independent of the others. Equipment in this sector have Windows serve
r. c. These teams have a weak software and hardware that does not provide enough
features for an efficient computer performance;€also many of the programs used
by the Company require better properties in terms of RAM and processor refers to
comply with normal functioning and performance. Much of the company's computer
system and network, have continuous problems with improper wiring which must be
replaced. The maintenance of the network in recent months is poor, as well as so
me of the outdated computers have antivirus installed that may have been violate
d by viruses or by persons outside the Company that may alter the same informati
on.
3. PLAN OF WORK This section sets out the role as a help desk team and the actio
ns that have been announced throughout the period of work:
WORK PLAN
OBJECTIVE
ACTIVITIES
RESPONSIBLE
SCHEDULE (months) Feb. March April May June July
Develop a Backup.
It asked users to Ana Gomez teams to guide us to Laura Milena Abello save file
s that they consider Herminson M. Leyton important for the company and thus save
those files.
X
Uninstalling Networks
The networks should be Andres Camilo Rojas Jennifer Rojas disconnected from th
e equipment in its entirety.
x
should be changed and installation of hardware for the installation of equipme
nt to comply with pieces of hardware. the requirements for normal operation.
Armando Mendoza Camilo Andres Rojas Jennifer Rojas M Leyton Herminson
x
Ana Gomez Teams Herminson M. Leyton format and will proceed to the Jennifer Ro
jas Windows XP installation. Armando Rojas Camilo Andres Mendoza
Installation of Windows XP
x
Installation
Installing applications
applications required for the normal functioning and performance. Installation
of programs. Installing antivirus and update them.
Ana Gomez. M. Leyton Herminson Armando Rojas Camilo Andres Mendoza
x
Reinstalling networking.
It will be held on Andres Camilo Rojas change Leyton M Herminson wiring that n
eeds it. This shall be the reinstatement of the Jennifer Rojas networks. Org
anize workshops for training all members of the team's Help Desk staff. work in
the company for teams to have better performance.
Training of the Company.
x
4. STRATEGIES AND OBSTACLES
The work to be done is carried out from February to July, taking into account th
e schedules of the Company have a strict regimen on weekdays; the Help Desk team
took the decision to work weekends for this how not to intervene in the daily f
unctions of the Company. We have divided the work to achieve positive results an
d, while some take care to review teams as to the other we are revising the soft
ware and installing the necessary hardware in any of the two fields.
Some of the obstacles we could present the list below:
That the hours of training can not be agreed with the respective employees.
5. RESOURCES:
5.1 Human Resources: Ana Milena Abello Daza Laura M. Leyton Herminson Camilo And
res Mendoza Armando Rojas Jennifer Rojas
INFRASTRUCTURE 5.2 Sector Sales of the Company. Management Sector of the Company
.
5.3 Marketing Materials After analyzing all the Company's equipment materials we
require to successfully fulfill our duty is as follows: 6 250 GB hard d
rives five dual core processors Intel brand. July 1 GB RAM maintenance equipment
.
6. BUDGET AND FINANCE
QTY. 6 July 5
DESCRIPTION
250 GB HARD DISK FOR EACH BRAND PROCESSORS INTEL DUAL CORE
130 000 280 000 120 000 Unit Value
TOTAL VALUE 390,000 1,400,000 840,000 4,500,000 7,130,000
1 GB RAM MEMORIES OF EACH TEAM AND MAINTENANCE COSTS
TOTAL NOTE: All costs are borne by the Company.