Schedule | ||
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Dates | Morning Class Topics | Afternoon Class Topics |
Week 1: Mon 6-21 - Fri 6-25 | Part 1: Setup, Startup, Tune-Up | Ch 1. Introduction to End-User Computing Ch 2. Introduction to Computer User Support Ch 3. Customer Service Skills for User Support |
Week 2: Mon 6-28 - Fri 7-2 | Mon: Quiz 1 on Ch 1-7 Part 2: Customizing Windows XP Part 3: Managing Files |
Mon: HW Due Ch 1-3 and Quiz 1 on Ch 1-3 Ch 4. Troubleshooting Computer Problems Ch 5. Common Support Problems Ch 6. Help Desk Operation |
Mon 7-5 | Holiday: No Class | |
Week 3: Tue 7-6 - Fri 7-9 | Tue: Quiz 2 on Ch 8-14 We will cover Chapters 15, 19, 20, 24, 25, and 26 Skip Chapters 16-18 and 21-23 |
Tue: HW Due Ch 4-6 and Quiz 2 on Ch 4-6 Ch 7. User Support Management Ch 8. Product Evaluation Strategies and Support Standards Fri: Help Desk Project 2 Due |
Week 4: Mon 7-12 - Fri 7-16 | Mon: Quiz 3 on Ch 15, 19, 20, 24, 25, and 26 We will cover Chapters 29-36 |
Mon: Quiz 3 on Ch 7-8 Ch 9. User Needs Analysis and Assessment Fri: Help Desk Projects 3 and 4 Due |
Week 5: Mon 7-19 - Fri 7-23 | Mon: Quiz 4 on Parts 6 - 8 Test Prep |
Mon: Field Trip: AT&T Network Disaster Recovery |
Homework for Help Desk Operations | ||
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Chapter 1: Pick 2 of these 10 projects and do them: Projects 1-3, 1-5, 1-6, 1-7, 1-8, or 1-9, or Case Projects 1, 2, 3, or 4. | ||
Chapter 2: Do these three things: Project 2-3 (find at least 3 jobs), Case Project 2 (write a couple of paragraphs), and Case Project 4 (write a couple of paragraphs). | ||
Chapter 3: Pick 2 of these 10 projects and do them: Projects 3-1, 3-2, 3-3, 3-5, 3-6, 3-7, 3-8, or Case Projects 1, 2, or 4. | ||
Chapter 4: Do any four of the items in Case Project 1. Write the solutions down briefly. Then do one of the remaining three Case Projects 2, 3, or 4 (another good example of diagnostic software is pcpitstop.com, and you don't have to download anything to use it). | ||
Help Desk Project 1: Discussion Board | ||
Chapter 5: Do any two of Hands-On Projects 5-1 through 5-10. Write the solutions down briefly. | ||
Chapter 6: Do Project 6-3 (seven answers). Just assign the priorities and briefly explain why you made those choices. You don't need to discuss your answers with your classmates. | ||
Help Desk Project 2: Job Announcement | ||
Help Desk Projects 3 and 4: Job Interviews | ||
Help Desk Projects 5: Using Microsoft Project |
MCDST |
Help Desk |
Fun |