Sunday, April 17, 2016

Activity 8-9 Acceptable Use Policy

I compared the acceptable use policy for two Universities. The University of Oregon and the University of Brown in Providence, RI. At first glance I thought they were extremely outmatched. One policy seemed to be more robust and extensive than the other. This is not true. After taking a closer look, they both seem to provide the same amount of information with little differences here and there. They both are concerned about the limited capability of their network resources and they urge their students to be mindful of this fact. The Acceptable Use (AU) policy for the University of Oregon goes a little further in talking about how students who need to do research for a paper will get priority of using their system over a student that wants to send personal emails. Both AU’s mention State and Federal regulations when it comes to violations of the policy. They both seem to cover all angles.


            I found a few slight differences when comparing both AU’s. The AU for the University of Oregon gets a tad bit more specific in areas. Brown University tend to be direct and straight to the point but that have way more broad statements about acceptable use. Brown did get specific when they talked about some other inappropriate activities like things that may affect the school’s tax-exempt status, and using the computers for political purposes, and financial gain. Although they both basically state that the electronic property is subject to being searched, the university of Oregon does the best job in spelling this out in the AU Policy. I think both policies will do the job of protecting the students, faculty, and the school from malicious activity.

Monday, April 11, 2016

Ch7-9: Survey Monkey

Ch7-9: Survey Monkey


Jibre A. Fortenberry

I believe I misunderstood what needed to be done. My scenerio was a real world scenerio. When the Presidential CAC mandate came thru our office no one liked it. Most customers were able to power thru the change. A little troubleshooting had to be done by a few team members to get the administartors and new customers up and running. 

This is the first time making a scenerio and a survey. I found it difficult to choose the questions and how many to choose. I choose to keep it short and sweet. It`s really simple to me. Either the support was satisfactory or the support was not so satisfatory. I Asked how the customer felt the Technician did, and how they felt about the overall support of the team. I did these to gauge were the disconnect or weakest link maybe if there was one. I left the last question open for comments or questions. This is a good way to let the customer vemnt or provide kudos.

The screen shots of the Survey are located below:


Sunday, April 10, 2016

Activity 8-1

I chose to do a side by side comparison of two things I hold very dear to me. The Xbox One and the PS4. I chose to use the review found @ http://www.trustedreviews.com/opinions/xbox-one-vs-sony-ps4 since it was the most recent review I found out of the five that I read. The site used price, design, connectivity/ports, controllers, exclusive games, user interface, and dashboards to compare the two gaming consoles. They also provided both technical specifications, remote play, accessories and virtual and augmented reality if the reader was interested in comparing those items. They were very extensive with their research and findings. One thing that they could have covered and did not would be technical support for both consoles. No matter how good a technical device is, something always does and will go wrong.
The person comparing both consoles has had both consoles and in addition to playing with both, she has down research online about both consoles to evaluate them. The reviewer could not provide a solid winner since they both have their pros and cons. She did say that if she had a choice to buy a new console right now that the XBOX One would be the strongest candidate due to the Windows 10 gaming platform. I think the reviewer was subjective in her evaluation since it`s just her providing input even if  she does have both consoles.
 I agree with her in the since that the windows 10 gaming platform is pretty cool. My son plays tons of Xbox games on our all-in-one pc. I also have a PlayStation vita and enjoy playing PlayStation games on the small handheld. One of my favorite games is the “Devil May Cry” series. If Xbox didn`t have this game available now I would go with PlayStation all the way. Between the media content, the availability to connect my cable box to it, the customization, and the new backwards compatibility of the XBOX One, I am truly a convert. I started off with a PlayStation, then I got a PS2, then an XBOX 360, then a PS4, and then an XBOX ONE. The Xbox gets the most play in the house. Round one goes to XBOX.

Saturday, March 19, 2016

Ch7-3 Professional Growth

Activity 7-3

My growth plan will make me a better student and a better Information Technology Specialist (IT). I recognize that I am at the point where I may or may not be burnt out with school and work. The first thing I need to do is find a nice school, work, life balance. Dedicate an hour a day for school work and at least 30 minutes for IT training. I am the IT lead for a group of six highly skilled and motivated individuals. Since I only get the tickets that no one else can figure out, I have found that I do not come into contact with the customers as much. Thus, my empathy is almost gone for the customers. First step is to stop automatically assuming it is the customers fault and place myself in the customer’s shoes. Second step is to work on my communications skills via CBT`s and face to face communications workshops.  I am often the last line of saving grace to communicate to the customers what needs to be done to fix the issue. I often have the task of trying to diffuse more than hostile situations. Advanced communications technique can be very useful know and in the long run.
My immediate supervisor states I will eventually become a full-fledged IT Manager. GOD, I hope not. I choose to go into a more specific technical field. I have been toying with IT Security, Networking, Computer programming. I currently have my CompTIA A+, DOD NEC 2735 (Network Administrator), and ITILv4 certifications. I have three classes left to receive an AS in Cyber Security. After I graduate, I would like to get my CompTIA Network and Security + certificates and maybe a CCNA, or CISSP certification. I believe with my new found communications skills, my more than 18 years of IT experience, the new IT certifications, the AS in Cyber Security, and my Veteran status I will be a little more than appealing to most employers.

New Ideas


After reading everyone else’s blogs I believe it would be extremely beneficial if I continued my education at a four-year school and pursued a Bachelor’s Degree. It would definitely help me get a Government job as an IT, which is my ultimate goal. It would also help me in getting promoted from my current position. I have never gone to an IT conference before. I am sure I can create some great contacts at a meeting of the minds. I showed also get more familiar with MAC`s. I was just actually issued a MAC Pro at work because they are apparently going to be more of them around our site. These new skills should help me in all my endeavors. 

Sunday, February 28, 2016

Chapter 5 DQ: 7

7. A manager commented at a support staff meeting, “What you know about how to
solve technology problems is less important than the skills you have to locate

information. “Do you agree or disagree?

I totally disagree, I believe they are equally as important. I have been an IT for almost 20 years. I have almost seen it all. When I say almost, that is exactly what I mean. No matter how long I have been an IT, there is always a new problem popping up. I believe a good tech will know enough about the technology that is malfunctioning that they can troubleshoot or research the issue to find the answer or fix. A person can search all the info in the world. They will be searching a long time if they don`t have a ballpark idea of what they are looking for.

Sunday, February 21, 2016

Chapter 4 Case Study 5

1. What are the relative costs of OEM versus refilled cartridges for a typical printer? (Use a
printer you have experience with as an example.) We use a HP LJ Pro 400 Color printer and the OEM cartridges cost about four times more than the refilled cartridges.


2. What factors other than cost should be considered in making a decision about OEM
versus refilled cartridges? What are the pros and cons in this decision? Refilled cartridges are not very reliable and can be temperamental. OEM cartridges may be costly, but the quality and durability cannot be beat. Refilled is cheap and green, but it is more of a it may work or it may not work once you get the cartridge back.

3. Do some printer manufacturers discourage printer users from purchasing refilled
cartridges? How? Yes, They threatan that the customers will degrade the printer or even shorten the life of the printer by not using OEM products.


4. How might the purchase and use of refilled printer cartridges impact the work of the
support team? Are users in the Production Department likely to experience increased
problems with refilled cartridges that will result in more incidents for the user support
team? The use of refilled cartridges may increase the work load if these cartridges stop working all the time, Yes.

Monday, February 15, 2016

Activity 2-6: Evaluating my communication skills

Sometimes:
·          I give my full attention to others when they talk to me.
·         I maintain eye contact throughout a conversation.
·         I display empathy.
·         I deal with conflicts and differences appropriately.
·         I respect myself in my communications with others.
·         I minimize others' unwanted behaviors effectively.
·         I optimize others' suboptimal thoughts, feelings and behaviors.
·          I respond optimally even when I am ready to explode.
·         I deal optimally with those who complain, criticize, blame and make excuses.
·         I negotiate the best solutions with all personality types
·          I assert my needs appropriately.

Rarely:
·         I share my feelings and needs when appropriate.
·         I understand and optimize non-verbal communications.
·          I communicate my boundaries effectively to others.
·         I respect the dignity and rights of others.
·         I maximize communications with those who practice one-upmanship.
·         I respond appropriately when others are off track.


According to this communication skills assessment I walk the line of average communications.  I Rarely share my feelings and recognize anyone else’s feelings. It states I sometimes pay attention to others, display empathy and del with other people in an appropriate manner. This may be due to the nature of my current and past jobs. I have been dealing with end users for over 19 years. Frankly, I’m tired of dealing with customers and it`s getting harder and harder to empathize with them. The common themes or patterns seem to be not dealing with mine and others feelings well, and not communicating with others in an appropriate manner. I believe the best way to become a better communicator is to deal with the burnout factor first. I can possess the greatest commination skills in the world. They will count for nothing If I just don`t care. Some sites that have suggestions for dealing with burnout and having better communication skills are http://lifehacker.com/5674007/burnout-and-how-to-deal-with-it  and http://money.usnews.com/money/blogs/outside-voices-careers/2012/08/14/10-ways-to-communicate-better-at-work- .

Sunday, February 14, 2016

CH3-Compliant Script

                The IPhone 6 is an introduction to a bigger phone than iPhone users are used to. It is a 4.7-inch screen and comes with a front 2.2 megapixel and back 8-megapixel camera. It has a new sleek design compared to its predecessors. It has a great display due to the bigger LCD screen and the 326 PPI Pixel density. It has a fast computing performance as you would expect from an apple device and the sleek design gives the user a comfortable feel for the hardware and software use.

Script:

Good Morning/Evening/Afternoon Sir or Ma`am,

This call/e-mail is in reference to your complaint about your 16 GB IPhone 6.  As we understand it, your mobile device turns off during your routine runs sometimes. Due to the nature of your complaint we would like to gather some information from you to better assist you with your issue. Can you tell me your device has the most updated OS? When was the first time you noticed the issue? How hot or how cold was it outside during your run? What type of case do you have for your IPhone? Where do you put your device when you run? How is the battery life for your device and what is the battery percentage before your routine run? Please provide the above information at your convenience and we will contact you when we have a definitive solution for your issue.


V/R Apple IPhone Guru

Sunday, February 7, 2016

Activity 2-11: Poor Communications Skills

http://www.rinkworks.com/stupid/cs_stuptech.shtml

This link provides many stories of customers unsatisfied with there service. It seems that that the techs are unwilling to help or just don`t know what they are doing. Either way, it`s crazy to me that all this different companies have help desks with the same type of people. They just don`t care.

Ch3-Discussion Question/Reading Level


6.   “If a technical writer has a choice of reading levels for a document (as measured by a readability index), it is preferable to aim for a reading level that is a little too high, rather than a little too low, which might insult the intelligence of your readers.” Explain your position on this statement.

I believe the best thing a technical writer can do is consider his/her audience. If you are creating instructions for a more tech savvy audience, then there may be no need to explain typical technical words and procedures. If your audience is new to technology, then lots of graphics and explanations should be provided. I am a firm believer of K.I.S.S (keep it simple stupid), so the reading level should be as low as you can go without feeling like a children’s book. I think a 4th or 5th grade reading level is great starting point, so a little too high seems reasonable to me.


"Audience." Tech Writing Handbook. Dozuki. Web. 07 Feb. 2016. <http://www.dozuki.com/Tech_Writing/chapter/5>

Sunday, January 24, 2016

Activity 1-8

    Since I have worked as a help desk analyst in the past I chose to match my KSA`s against a field I have never worked in. I compared my KSA`s with the responsibilities, Qualifications, and Preferred Qualifications and was pleasantly surprised. I have been in the IT field for a while and I have done more than I thought I have.

Knowledge:

  • Working knowledge of What’s up GOLD (Network monitoring software)
  • Working knowledge of various Office suite applications 
  • Knowledge of basic computer components, hardware and cables
  • Knowledge of Networking basics
  • Knowledge of Information Security Basics
  • ITIL v4 Qualified
Skills:

  • Setup more than 1,500 cpu`s up on a network
  • Fixed more than 1,000 network related incidents
  • Fixed more than 2,000 software related issue
  • Troubleshoot a wide variety of PC`s, mobile devices, and hardware equipment
  • Researched and fixed countless unknown issues 

Abilities: 

  • Ability to troubleshoot almost anything 
  • Greatly refined analytical skills
  • Ability to use common words to explain issues to customers
  • Tenacious appetite for learning
  • Works well with others
  • Military Veteran - Ability to follow directions right the first time


I have compared the list above to the Network Support Technician job and after going threw it a couple of times I believe I could totally handle this kind of job. I have taken Network and security basics at HCC so I believe I have a basic and working knowledge of both. Researching fixes to problems is second nature to me, so I think that would help me a lot in that position. I am ITIL certified so that`s a plus. The only things I believe I am missing is the industry experience, Network + cert, and the ability to communicate in Spanish. I plan on getting Network + certified after I finish my AS for Cyber. I really think I would be a good fit for that type of position.

Activity 1-4

     Health is always a big concern in any field. The IT field is no different. I have three family members that use computers on a daily basis and they all have been for a while. Below is a list of them and what they are worried about when using their computers.

1. Debra Fortenberry

  • Burning/Tired eyes
  • Headaches
  • Dry eyes
  • Neck and shoulder pain
2. Kerri Fortenberry

  • Headaches
  • Carpel Tunnel Syndrome
  • Neck and shoulder pain
3. Sarah Fortenberry

  • Burning/Tired eyes
  • Headaches
  • Dry eyes
  • Neck and shoulder pain
  • Carpel Tunnel Syndrome

All three worry that the headaches and the neck and shoulder pain are caused by working on their computers. These concerns do not surprise me at all. The whole point of ergonomic was put in place because many medical issues were linked to working on a computer. I suggested that they all get nice ergo chairs and computer glasses. They are too stuck in their ways to go for the ergo keyboard and mouse, but I still suggested it. They all state that they couldn`t do their work without the computers, so they are all dependent on them. I suggest they all be safe will using them and I hope they listen.

link to Columbia Vision Center about CVS (Computer Vision Syndrome)
 CVS

Activity 1-2

     I think, as far as computer trends go, we are headed in the right direction. I believe that together, the inexpensive personal computers (PC`s) and reliable home internet connection will spark an already booming trend of teleworking. Also, I believe that as tablets and smart phones get more powerful that working on the go will be a regular occurrence in all forms of business. It is already standard for most home and work PC`s to come with built-in cameras. This is great for video teleconferencing. Some companies or even making it mandatory to use Voice Over IP (VOIP) in an attempt to better connect their employees together and with other more technologically progressive companies. As per the below link it also doesn`t hurt that you can video chat with unbelievable clarity, it is cost effective, and one hundred times better than a land line.
http://www.cornerstonetelephone.com/sites/default/files/resources/3_Reasons_Businesses_Use_VoIP.pdf .

   As the years pass on, the technology will get better and better. I predict that computers will get smaller and more powerfull. There will always be a less powerful less expensive model for the common consumer and there will always be a more powerful more expensive model for the power user. Business will continue to push the envelope to use technology for productivity, and consumers will continue to use it for both business and entertainment. The biggest downfall of being connected digitally is maybe becoming disconnected from human connections. I hope and pray we learn how to balance it all.

   

Sunday, January 17, 2016

Welcome to General IST 204 Help Desk Technologies

Welcome everyone,

My name is Jibre Fortenberry. I definitely stumbled into the IT world in 1997.  I joined the United States NAVY on Dec 15th. Before I went to boot camp, they said I get to choose my job. My choices were HM (basically a RN), GM (basically weapons specialist), or an RM (back then it was all telecommunications). I was going to choose GM because I was fascinated with guns, but my recruiter talked me into going into RM which would later merge with DP`s(basically IT`s). I have been working in the field ever since. I found my crazy read headed wife will I was in the Navy and we have been married for 15 years. We have 3 crazy kids, and 2 crazy cats. We enjoy going to the movies, going on bike rides, and playing Xbox together. We mainly play rock band 4 as a family.