Please enable JavaScript.

Coggle requires JavaScript to display documents.

Technical Support Fundamentals by Google, use the right tools, keep parts…

- - - - Support Specialist
      - Devan Sri-Tharan
        
        Corporate Operation Engineer
        
        Hardwere
        
        Build Computer
        
        System Administration and IT infrastructure and analysis
        
        Marti Clark
        
        Manager , Google IT Support Program
        
        Trouble Shooting
        
        Customer Service
        
        Documentation
        
        Rob Clifton
        
        Program Manager
        
        Tips succesfull interview
        
        Interview throughout this program
      - support specialist for platforms building DoubleClick at Google
    - - Corporate Operation Engineer
      - Technical Support Fundamental
        
        The Bits and Bytes of Networking
        
        Filter
        
        Give an app
      - Cindy Quach
        
        Site Reliability Engineer
        
        Operating System
        
        OS and you
        
        Becoming a power user
        
        Phelan Vendeville
        
        System Engineer
        
        Gian Spicuzza
        
        Program Manager , Android Security
        
        History and Impact of internet
        
        IT security, Defence against digital dark arts
        
        Former Navy
        
        Very Resourceful
        
        Technology Momment
- - - - Puzzle is interesting
        
        Problem solving aspect
        
        So many different skills
        
        Failure as a feedback
      - Managing
      - Installing
      - Maintaining
      - Trouble Shooting
      - Configuring
      - Office
        
        Computing Equipment
        
        Fix problems
        
        Communicate with users
        
        Implement security
    - - BuildComputer
        
        OS control andinteect withardwe
        
        Computer talk with each other
        
        interacting with others in IT
    - - Cryptography
        
        Secure Communication
      - Eniac
        
        Massive Electronic compenent and wires
      - Prevelence
      - Computer Language
        
        Computing Power
        
        More Access
        
        Binary System
        
        Bit
        
        Binary digit
        
        8 bit industy standard
        
        Each byte can store one character, and we can have 256 possible values, thanks to the base-2 system, 2 to the 8th.
        
        Character Encoding
        
        Dictionary
        
        which human characters should be represented by a given binary value
        
        ASCII
        
        It represents the English alphabet, digits, and punctuation marks. The first character in ASCII to binary table, a lowercase a, maps to 0 1 1 0 0 0 0 1 in binary. This is done for all the characters you can find in the English alphabet
        
        1 more item...
        
        Special Symbol
        
        Binary
        
        How to Count A binary
        
        Aspect in computer networking
        
        How computer count binary
        
        The binary system is how our computers count using ones and zeros, but humans don't count like that. When you were a child, you may have counted using ten fingers on your hand. That innate counting system is called the decimal form or base-10 system.
        
        1 more item...
        
        Computer Architecture Layer
        
        2 more items...
        
        on/off
        
        Tranlating 1 or 0
        
        Electrical signal 1
        
        1 more item...
        
        how we're able to turn human-readable instructions into zeros and ones that are computer understands through a compilers. That's one of the very basic building blocks of programming that's led to the creation of our favorite social media sites, video games, and just about everything else.
        
        Suppementary Reading
        
        https://simple.wikipedia.org/wiki/Logic_gate
    - - Tri NGO
        
        Code
        
        TroubleShooting
  - - - Analytical engine
        
        Abacus
    - - Series of steps to solve problems
    - - Eigma Machine
- - - - It is our pocket
    - - Desktop
        
        Monitor
        
        Keyboard
        
        Power Outlet
        
        Port
        
        Keyboard
        
        Mouse
        
        Similiar in Laptop
        
        Ethernet
        
        Input
        
        Open Desktop
        
        CPU
        
        Brain
        
        Data Proccessing
        
        RAM
        
        Short Term Memmory
        
        Harddrive
        
        Motherboard
        
        Connect all of the Pisces together
    - - Our Computer speak in machine language
        
        Binary
      - Programs
        
        Programs are basic instructions that tell the computer what to do
        
        Analogy
        
        Recipe
        
        Program
        
        Cheff
        
        CPU
        
        Entire Recipe BOOK
        
        Execute
        
        Register
        
        2 more items...
        
        MCC
        
        3 more items...
        
        Address Bus
        
        Order
        
        RAM
        
        3 more items...
        
        Code
        
        One code at a time
        
        EDB
        
        External Data Bus
        
        Interconnect Part in computer
        
        Vein
        
        bit
        
        8 bit
        
        32bit
        
        64 Bit
        
        MCC
        
        Memory Controler Chip
        
        CPU
        
        Cache
        
        Stuff stored as data
        
        L1
        
        L2
        
        L3
        
        Internal Clock
        
        Clock Wire
        
        3 more items...
        
        RAM
    - - CPU
        
        Proccess Binary
        
        Brain
        
        Practical
        
        Translate
        
        Instruction
        
        Hardcode
        
        Different Set of Instruction
        
        Aware
        
        Replacing failed hard disk
        
        Upgrading Ram Module
        
        Installing Video Card
        
        As a IT specialist
        
        Intel
        
        AMD
        
        Qualcom
        
        CPU
        
        That Comply with motherboard
        
        Socket
        
        2 more items...
        
        Compatible With Mother board
        
        Heat Sink
        
        32 bit
        
        Binary
        
        64 Bit
      - RAM
        
        Computer Short term memmory
        
        Quickly Access Data
        
        Isnt Permanent
        
        Program
        
        Copy to ram
        
        So CPU proccess it
        
        DRAM (Dynamic Random Access Memory
        
        DIMM (Dual Inline Memory Module)
        
        Different Pins
        
        SDRAM
        
        Syncronize DRAM
        
        DDR
        
        Doubel DAta Rate
        
        DDR1
        
        DDR2
        
        DDR3
        
        DDR4
        
        Program Run Faster
      - Motherboards
        
        The foundation of the Computer
        
        Chip set
        
        Component Talk to each other
        
        Northchip
        
        RAM
        
        Video Card
        
        INtegrated to the CPU
        
        Peripherals
        
        Mouse
        
        Keyboard
        
        Southchip
        
        USB drive
        
        INput or Output data
        
        Expansion Slot
        
        PCI express
        
        Form Factor
        
        Form Factor
        
        ATX (Advance Technology Extended)
        
        Mini ITX
        
        NANo ITX
        
        Pico ITX
      - Storage
        
        Data Sizes
        
        One Binary Digits
        
        8 bits
        
        1 Byte
        
        1024 bytes
        
        1 Kilobyte
        
        Hard Drive
        
        Backup
        
        HDD
        
        RPM (Revolution Per Minuite)
        
        SSD
        
        Similliar on USB
        
        Microchip
        
        Expensive
        
        Hybrid HDD/SDD
        
        SATA
        
        SATA Drive
        
        Cable
        
        Interface
        
        NVM express
        
        Expansion Slot
        
        Efficiency
      - Power Supplies
        
        Volt
        
        AC
        
        DC
        
        Convert
        
        Voltage DC usage
        
        Power your Component need
        
        Analogy
        
        Water Supply
        
        Presure
        
        Voltage
        
        Outlet
        
        2 more items...
        
        Bigger task
        
        Bigger Power Supply
        
        Issue
        
        Burn out
        
        Need to know how to diagnose
        
        EEvery Tech support specialist need
        
        Lightning strike
      - Mobile Device
        
        Also A Computer
        
        Mobile
        
        Power by Battery
        
        Specific Task
        
        Very Integrated
        
        Directly to motherboard
        
        SoC (System on A Chip)
        
        CPU RAM ETC in a single chip
        
        Peripheral
        
        Or be peripheral
        
        Custom USB
        
        Water Ressistant
        
        OS
        
        Specifically design for their performance
        
        his might include setup, troubleshooting, repairing, and replacing mobile devices.
        
        Battery and Charging System
        
        Charge Cycle
        
        Cycle Count
        
        Right Charger for the right Device
        
        Safe operating temperature range
      - Peripherals
        
        anything that you connect to your computer externally that adds functionality.
        
        Monitor
        
        Keyboard
        
        USB
        
        1/8
        
        Transfer Rate
        
        Connector
        
        Type C
        
        Data Tranfer and power
        
        HDMI
        
        Display port
        
        Display peripherals
      - BIOS
        
        Drivers
        
        To understand external drivers
        
        Operating Sistem up and running
        
        Basic Input Output Services
        
        Hardware
        
        Operating system up and running
        
        ROM Chip
        
        Wont delete the data
        
        UEFI
        
        Unified Extensible Firmware Interface
        
        Most already Builtin
        
        POST
        
        Power on Self test
        
        Beep code
        
        one beep
        
        Two beep
        
        Post Error
        
        Built in speaker
        
        CMOS Chip
        
        Saving data/It stores basic data about booting your computer like the date, time and how you wanted to start up.
        
        Check
        
        Change
        
        Bios Menu
        
        Usually F5
        
        In the IT role
        
        interreact with bios often
        
        Bios settingg which device to boot
        
        The term refers to a disk image which is a copy of an operating system. So the process of reimaging involves wiping and reinstalling an operating system. This procedure is typically performed using a program that's stored on some external device like a USB memory stick, or a CD ROM, or even a server accessible through the network. To access these programs and perform the reimage, you'll need to use the BIOS to tell the computer to boot up from that external device.
        
        Reimage
        
        use bios
        
        USB
        
        CD
- - - - Application
      - System Programs
      - User Interface
      - Interact With
    - - Procces Manager
        
        Order come in programs
        
        Multi Tasking Possible
      - Memory Manager
        
        Optimize
      - File Manager
        
        Folder
        
        Directory
      - I/O Manager
        
        Input/Output
        
        Data
      - Hardware
        
        System Resource
    - - PC
        
        Linux
        
        Under The Hood
    - - Consumer Space
        
        Linux
        
        Under The Hood
    - - Open Source
        
        Business Infrastructure
        
        Package Different Version
    - - https://en.wikipedia.org/wiki/Chrome_OS
      - Base On linux
        
        to be a secure and simple way for the user to interact with the web.
        
        Communicate Through Email
        
        Create and Share Document
        
        Edit Photos
        
        Connect Remotely to another Computer
      - Web Browser
        
        Operating System
        
        Run Android and Linux
        
        Most Data store in the cloud
      - Pre Installed
      - Very Hard for user to maddle with
        
        Defense against threat
  - - - Account
        
        Host name
        
        Ip address
        
        Password
    - - A protocol implemented by other programs to securely access one computer from another
      - SSH Client
        
        SSH server
        
        Putty
      - Connect using Password
        
        Authentication Key
        
        Public
        
        Private key
    - - Putty
        
        Putty.com
        
        Download
        
        Host name
        
        IP Address
        
        Plink
        
        Puttylink
        
        Powershell
        
        putty.exe
        
        RDP Remote Desktop Protocol
        
        Microsoft terminal connection
        
        mstsc.exe
      - https://devblogs.microsoft.com/powershell/looking-forward-microsoft-support-for-secure-shell-ssh/
      - https://en.wikipedia.org/wiki/Comparison_of_SSH_clients
      - https://www.chiark.greenend.org.uk/~sgtatham/putty/latest.html
        
        More Information
  - - - File Data
      - Meta Dara
      - File System
      - Kernel Handle The File Storage
    - - File system
        
        Large Amount
        
        Small Amount
        
        Different Speed
        
        Ressilient on Data Corruption
        
        Unique File System
        
        Windows
        
        NTFS
        
        Encryption
        
        Faster Access Speed
        
        Security
        
        ReFS
        
        https://en.wikipedia.org/wiki/ReFS
        
        Not Ready for Customer Use
        
        Mac OS
        
        HFS +
        
        Better Job Saving Disk State
        
        Video making
        
        Linux
        
        ext4
        
        Difficult to transfer between File System Type
        
        Use recommendation The OS Recommend
      - Read and write Data
    - - Write Data
        
        Form
        
        Data Blocks
        
        Block Storages
        
        Block storage improves faster handling of data
        
        Meta Data
        
        File Owner
        
        Permissions
        
        File Size
        
        Date Modified
        
        Date Created
        
        File Type
        
        File Extension
        
        Type of File
        
        Certain Operating System
        
        Different type
        
        Different Operating Systme
        
        2 more items...
        
        Hard Disk
        
        Data
        
        Many kind of Pisces
        
        Written to Different part of the disk
  - - - Schedule TIme
        
        Time Slice
        
        A time slice is a very short interval of time that gets allocated to a process for CPU execution
        
        Excecute
        
        Programs
        
        simultaneous
      - The kernel creates processes, efficiently schedules them, and manages how processes are terminated.
    - - RAM
      - CPU
      - Allocated
  - - - Virtual Memory
        
        is a combination of hard drive space and RAM that acts like memory that our processes can use.
        
        Run Programs
        
        Pages
        
        Swaping virtual and phisycal memory
        
        Pages
        
        Store in Visual Memories
        
        Phisycal Memories
        
        Load it
        
        For Programs we selected
        
        Swap Space
        
        Pages
  - - - Manage
        
        Kernel
        
        Intercommunication
        
        Between Device
        
        Most Efficient Method
      - To much
        
        Blocked
        
        Data
        
        Transfer
        
        Recieve
    - - Common Problem
        
        It support Role
      - Cause of the latency
      - Resolve Bottleneck
  - - - Create file
      - Shell
        
        Graphical User Interface
        
        Command Line Interface
        
        Text Command
        
        basically a program that interprets text commands and sends them to the OS to execute.
        
        Bash
        
        Bourne Again
        
        Power Shell
        
        In IT world
        
        Mostly In Shell
      - Graphical User Interface
        
        Playing with User Interface
        
        Icons
        
        Click
        
        Drag
      - System Application
        
        System Settings
        
        Application
        
        In OS
  - - - How Computer Talk to us
      - System Diary
  - - - Bios/UEFI
        
        POST
        
        Boot Device
        
        Boot Loader
        
        Small program to boot Operating System OS
        
        Load Kernel
        
        System Process
        
        User Space
  - - - Linux
    - - Mac OS
  - - - Memory
      - CPU
      - Storage
      - Added Benefit
        
        Multiple Operating System At once
  - - - Somewhere Else
        
        Physical
- - - - Internet
        
        is the physical connection of computers and wires around the world.
        
        Web
        
        Information on the internet
        
        To access
        
        Through a link
        
        Impact
        
        Globalization
        
        Globalization is the movement that lets governments, businesses, and organizations communicate and integrate together on an international scale.
        
        Transform
        
        And as an IT support specialist you'll have to stay on your toes to keep up with this dynamic shifting landscape.
        
        Information Technology
        
        And as an IT support specialist you'll have to stay on your toes to keep up with this dynamic shifting landscape.
        
        Privacy and security
        
        Harder
        
        Anonimity
        
        Information you post publicly
        
        Information fall on wrong hands
        
        Government
        
        Europe
        
        1 more item...
        
        Regulation Privacy
        
        Opyright
        
        Computer Security
        
        Cyber Security
        
        Everyones responsibility
        
        Keeping the hackers out
        
        Hacking
        
        3 more items...
        
        Understanding how hackers work
        
        1 more item...
        
        Celular
        
        Satelite
        
        Cable
        
        Server
        
        Client
        
        Request
        
        Network
        
        Internet Service Provider
        
        1 more item...
        
        Laptop
        
        Console
        
        Directly
        
        Server Logs
        
        Giant Network of Computer
        
        IP address
        
        Client
        
        Mac Address
        
        MAC addresses are generally permanent and hard-coded onto a device.
        
        08-00-27-72-86-BB
        
        Both needed to surf the internet
        
        Future of the internet
        
        Internet of Things
        
        More and more Device Connected to the internet
        
        Thermostats
        
        Toaster
        
        Manual
        
        Automotion
        
        Large Part
        
        Limitation of Internet
        
        Cuurrent Protocol (2020)
        
        Internet protocol 4 IP/4
        
        256 values from 0 to 255. So IPv4 addresses, can be something like 73.55.242.3.
        
        Reserve Special purpose
        
        IPv6
        
        2 more items...
        
        Remember 32 bits is 4 bytes
        
        1 bits + 8 Bytes
        
        Litigation Tools
        
        Network Address Translation
        
        NAT
        
        IT support specialist
        
        1 more item...
        
        one public IP address and many private IP addresses within the network
        
        Recepcionist
        
        1960
        
        Network Could not talk to each other
  - - - Network Protocols
        
        Set of rules
        
        How we transfered Data
        
        Routed Efficiently
        
        Aren't Corrupted
        
        Right Machine
        
        Named Appropriately
        
        Secure
        
        Transmition Protocol
        
        One network to another
        
        Internet Protocol
        
        Help routes Information
        
        TCP/IP
        
        Transmission Control Protocol/Internet Protocol
        
        Primary infrastructure of the Internet
  - - - Packets
  - - - Ether Port
    - - Wireless
        
        Radia
        
        Anthena
    - - Fiber Optic
        
        Beam of Light
    - - connects lots of different devices together and helps route network traffic
      - Figure Out where to send our Data
      - Figure out Where IP
        
        Swithes
        
        Mail rooom analogy
        
        Hub
        
        Send it to everyone
      - Configure NAT
    - - networks stack is all the components that makes up computer networking. You might need to investigate the networks stack and your job.
      - Making sure
        
        End User
  - - - HTML
      - Pages
        
        Multimedia Content
      - URL
        
        Uniform Resource Locator
        
        World Wide Web WWW.
        
        Domain
        
        ICANN
        
        the Internet Corporation for Assigned Names and Numbers.
        
        Endings
        
        Type of website
        
        172.217.6.46
        
        Maps to google home page
        
        Directory
        
        DNS look up
        
        Ip address
        
        DNS
        
        Domain Name System
        
        Critical Web Protocol
        
        Map ip address
        
        .com
- - - - Managing Software
        
        Synonymus
        
        Program
        
        Softwere
        
        Type
        
        Spesific
        
        Drivers
        
        2 more items...
        
        Application
        
        Software Bug
        
        A software bug is an error in software that causes unexpected results
        
        Cyber Security
        
        Threat
        
        Software Management
        
        All the software required for their job
        
        Remove
        
        Melicious
        
        Administrator Approval
  - - - which interprets the code into CPU instructions just in time to run them
  - - - Programming languages are special languages that software developers use to write instructions for computers to execute
      - A program
        
        a program that was written for a specific CPU, could only be run on that CPU or family of CPUs.
  - - - Pay for license
    - - Open Spurce
        
        Share
        
        Developed
        
        Modify
      - Linux Kernel
        
        Firefox
      - Community of volunteer
    - - Application Softwere
        
        Text Editor
        
        Web Browser
        
        Graphic Editor
      - System Software
        
        Operating System Tools
        
        Utilities
      - Firmware
        
        Bios
        
        Permanent Location
  - - - Computer Scientist
  - - - Bits
    - - Grab some input data from this location in memory
      - using the input data
      - do some math, then put some output data into this location in memory
      - Computer Scientist Find a better way to send instructions
        
        How
        
        Assembly language
        
        that allowed computer scientists to use human readable instructions, assembled into code that the machines could understand.
        
        Thin Vail
        
        Machine Code
      - Instead Generating Binary code
        
        Use integer
        
        take integer from register one
        
        take integer from register two
        
        add integer from register one and register two and output to register four
      - Complied Programming Languages
        
        A compiled programming language uses human readable instructions, then sends them through a compiler.
        
        Machine Instruction
        
        HTML
  - - - Git is a version control system that helps keep track of changes made to files and directories
    - - A file extension found in Windows for an executable file
  - - - Because of Distribution
        
        Like a Powershell
      - Sudo
        
        SuperUser DO
        
        Password
      - ~app install
    - - To remove
  - - - Work automatically
- - - - Resolve
  - - - Tech make
        
        User
        
        Silly
  - - - Potential issue
        
        narrow the problem
        
        Root Cause
        
        is the main factor that's causing a range of issues
  - - - Check
  - - - Reinstalling
      - Reinstall
  - - - Brand loyalty
    - - Talk to your employer
        
        About the approach
        
        Freedom
        
        Restriction
      - Exhibiting Empathy
        
        Symphaty
        
        Say sorry
        
        Emphaty
        
        Feeling Sorry
        
        Expressing, understanding
        
        Action looking their prespective
        
        Most important
        
        Women things
      - Being Conscius of your tone
        
        expanded
        
        Write
        
        Punctuate
        
        Spell
        
        Friendly, curious
        
        Email with open to conversation
        
        Different Region
        
        Country
        
        Fammiliar with local style
        
        Dont make the user an awkward silence
      - Acknowledging the person
        
        Dont forgot to asking question about condition and situation
        
        Talk with knowing
        
        Developing Trust
      - Developing trust
        
        Empathy and acknowledgement are a big part of building trust. Without these, you'll find it difficult to connect with the user.
    - - Incorporate Interaction
        
        Positive Tone
      - Spelling and grammar on point
        
        Recheck Grammer
      - Exageration
        
        First Impression
        
        A lifetime
      - Just be professional, acknowledge the user, and show them some respect
      - Acknowledge Theyre Feeling
        
        Priority
      - Respond to the user question
        
        Integrate Information
        
        Hi Rhori, I hope you're having a good day, despite your computer randomly turning off. Let's see what we can do to fix your issue.
        
        Pause
        
        I'd be happy to answer all of your questions but I want to look up this one first. I've written them all down though.
      - Ask about cats
      - It seems simple to clarify the problem space, but it's often overlooked.
      - Even though you aren't expected to know the answer off the top of your head, you should know where to start looking to find it. People are coming to you because they have a problem they can't fix themselves.
      - Context
        
        Saying something simple like, in order for me to figure out what' really going on, I need to ask you some question, can make all the difference.
        
        f you're supporting a user remotely and need them to run some commands, don't forget to tell them why you need them to execute the commands.
      - The last five minutes of the interaction will set the tone for how the user feels walking away from the interaction.
        
        good final impression? Simple, reiterate the resolution. State the next steps. Then, ask the user if they have any questions.
      - Example of text interaction
        
        Based on the screenshot you provided, it looks like you received the reboot prompt because a new program was installed. In order for the program to start working, you’ll need to reboot your machine. Is it possible to save your commands beforehand, so that you can get to them again?
    - - Your palms might be sweating, your hands might shake, or your mouth goes dry, tunnel vision might kick in. These are all normal physiological reactions that happen in response to a perceived threat. This is part of our biological make up dating back to the time when people hunted for their food.
        
        I make sure to look around and focus on people who are more engaged in the lesson, and make eye contact with them.
      - Almost becoming a teacher
      - StressBall
      - Take a momment
      - Every Situation is different
        
        Experience
        
        Pure Feedback
        
        Practice
        
        Redirect the conversation
        
        Reframe the question
        
        ALLCAPS
        
        Clear sign of irritated
        
        Everyone wants to talk
      - Really Listen
        
        Findout what missing
      - If you sent them an article that they didn't finish reading, ask where specifically in the documentation they're having issues.
        
        Sometimes you'll come across someone wanting to bend a policy or push back on an established process. Take this as a sign to look deeper into the situation.
        
        Is it really a company policy, or just a common way of doing things? If it is the policy, is there documentation of it? You can reference that to the user. If not, offer to follow up to get a definitive answer.
      - Other people point of view
    - - Ticketing and documenting your work
        
        Tickets are a common way of documenting an issue.
        
        Bugs
        
        Bugs are issues with the system that weren't caused by external source.
        
        Utilize System
        
        Jira
        
        Redmine
        
        Bugzilla
        
        The first, is that it keeps the user in the loop.
        
        The second, is that it helps you audit your steps in case you need to go back and see what you did.
        
        Reffering
        
        Dont need to get creative
      - Process Documentation
        
        Every Ticket you handle
      - Example
        
        Good documentation Problem:
        WidgetMaker software version 4.2.1 incompatible with FuzzyMaker software version 1.3.4.
        WidgetMaker pushed out an update to their software in July 2017 and it contains a new feature that breaks compatibility with the latest FuzzyMaker software version 1.3.4. Don't install WidgetMaker version 4.2.1 or higher. To go back to an older version, take the following steps:
        In Windows 10: 1. In "Add or Remove Programs," uninstall WidgetMaker version 4.2.1 2. Get WidgetMaker version 4.1.0 from their website at www.widgetmaker.com/software/v/4.1.0. 3. Install the software, then restart the computer.
        
        Problem
        
        Background Information
        
        Exact instruction how to fix the issues
        
        including which settings to navigate to and where
      - Ticketing System
        
        Audit trail
        
        What work
        
        What didn't
        
        Example
        
        User entry: Hi, I have an issue with my computer, can someone help me?
        IT Support Specialist entry: Customer had error message when installing MagicSoftware
        version 8.0. The message said: "Unable to install software, please make sure you're using the latest version of the FuzzyMake software." Issue was caused because MagicSoftware version 8.0 requires the latest version of FuzzyMaker software, so I downloaded and installed the latest version from their website: www.fuzzymaker.com/software/version-latest.
- - - - Strategy
      - Tools