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

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>

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.

   

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.