24PinTech Wiki - User contributions [en]

Procedures

2019-05-02T20:21:40Z

Sidepanel: added detail

==Work Order Procedure (Technician)==
This procedure is to used by technicians that have a work order. This is the correct way to handle the work order, and this procedure must be followed every single time.
[[File:Spiceworks login.PNG|200px|thumb|right|Spiceworks' Login Page]]

#Log into Spiceworks, which is located [http://odin/pro_users/login here]. This link only works on the CISCOACA network. Spiceworks needs to be checked DAILY.
#If you have a new work order, immediately comment "Work Order Received" or something similar to alert the manager that you have seen the work order.
#If you are working with another tech on the work order, talk to them before doing anything and come to a consensus on what should be done.
#For every new work order, print a work order checklist, which is located in your Google Drive in "Shared With Me\24PinTech Documents" and it is the Docs file name "Work Order Checklist."
#Email any customers that are assigned on your work order (see [[Email Templates]]).
#Set up a time for them to drop your device off where you meet the customer. You may have to go to a teacher's classroom in order to service them, rather than asking them to drop off their device.
#Ensure that a waiver form is signed by the person that is dropping off their device. Devices serviced in a teacher's classroom do not need a waiver. Waivers are located on the paper rack on the receiving desk, or may be printed out in "Google Drive\Shared With Me\24PinTech Documents\SLAs\Contracts". Ensure that customers get their receipt (cut off the bottom) and stress the "DO NOT LOSE" portion.
#After picking up any devices, please email your customer and ask for permission to disassemble, if it applies. Written permission is required before opening any devices.
#Update customers every 2 days at most via email.
#Email a customer when their device(s) is/are ready for pickup.
#Set up a time for them to pick up a device or drop the device off when it is done, depending on the device and customer. Every case will be different.
#Once the device is no longer in the hands of 24PinTech, notify the manager that the work order is completed. One week after the the device has left 24PinTech, a follow-up email (see [[Email Templates]]) needs to be sent. Complete the work order closing procedure in the next section.

==Work Order Closing Procedure==
This procedure is to be used following the completion of the work order.

#After the customer has picked up their device, immediately send a Customer Satisfaction Survey (see [[Email Templates]]) to the customer.
#Once that has been sent, update your work order.
#Close the work order in Spiceworks.
#Turn in your work order checklist.

24PinKiosk

2019-04-18T15:27:36Z

Sidepanel: Added lockdown information for the kiosk including regedits, openkiosk, etc.

==What are the Kiosks?==
The kiosks allow 24PinTech customers to submit a work order form via Google Docs on campus in either the library or the front office.

The kiosks allow customers to put in work orders from various locations on campus, rather than having to find a computer on their own. Currently, we have two kiosks. The first kiosk is located in the library, and the second kiosk is in the office.

==How to Replicate==
The kiosks are now very easy to set up. There has been a complete image made when creating the first kiosk, so it's almost as simple as image a computer and drop it in. Use the image called "24PinKiosk". Simply, just plug in the power to the computer, the light, and the display. Connect the display's VGA cable, and the USB that controls the keyboard and mouse. That's it. Turn on the computer and connect it to the Internet (via Ethernet), and double check that it works. Pull out any unused cables and cable manage the kiosk, and you are done.

== Lockdown ==
The kiosk was locked down via several methods to ensure that it is secure and so no one can access it. The first thing done was a program installed called [http://openkiosk.mozdevgroup.com OpenKiosk], which is a Mozilla Firefox based web browser that has various options for locking the browser. With it, it was locked to only allow the Google Forms page and the [https://24pin.tech/ 24Pin.tech] website. In addition, the only way to exit OpenKiosk is to plug a keyboard into the computer (which requires a key to the back), and to use the key combination "Shift+F1". This will allow you to input a password, which is "ATX$2000" (case-sensitive, no quotes). This grants you access outside of OpenKiosk and to its settings. OpenKiosk was placed in the Startup folder in the Start Menu in order to ensure that it opens

In addition to using OpenKiosk to lock everything down, there were registry edits to make sure OpenKiosk could not be escaped at all.

The first of the registry edits was to get rid of all of the options on the Control-Alt-Delete screen in Windows 7. The registry edits are in the following key:
HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Policies\System
After navigating to this key, find the values '''DisableLockWorkstation, HideFastUserSwitching, NoLogoff, DisableChangePassword,''' and '''DisableTaskMgr''' and set the value data to '''1'''. If any of the values do not exist, they can be created within the key. This disables all options on the Control-Alt-Delete menu.

The final edits made were deleting some programs that Windows uses for some of the functions, such as accessibility options. To delete those, you must navigate to the following folder:
C:\Windows\System32
After navigating to this folder, delete '''Magnify.exe, Narrator.exe,''' and '''Osk.exe'''. Those remove all Ease of Access/Accessibility options, and those also do nothing in the Control-Alt-Delete menu or via keyboard shortcuts.

Training

2019-02-25T20:05:35Z

Sidepanel: /* 5) Feedback Submissions */ wrong link oops

==Procedure==
All trainings are to follow this basic procedure:

===1) Training Request Form===
All trainings must be submitted through [https://docs.google.com/forms/d/1XrV3bVwW9GiWPNG8d6H0p5ThXtupOK3r0eTRbMVBLak/edit?usp=drive_web this form]. This form will not be checked daily, so you must also inform a manager or Mr. Chamberlain about having submitted the form. All responses are logged in a spreadsheet.

===2) Approval from a manager===
All trainings must be approved by a manager or Mr. Chamberlain. All trainings must also be demonstrated to a manager or Chamberlain prior to the actual training take place to ensure that they go well. To get a training approved, after submitting the form, talk to a manager and ask them to look at [https://docs.google.com/spreadsheets/d/1-3GW-dGs6gWkQ7P2NbwjqbdxzgWkIU3zxxR0vjq5Ul8/edit?usp=drive_web&ouid=100992440843392806718 this spreadsheet]. Approval will be based almost entirely off of this spreadsheet.

===3) Training Write-Up===
Each training must be written up as a notes document to have during the training. These notes must cover all of the basics and information that needs to be addressed.

===4) Post Training Quiz===
The person that is performing the training may choose to write up a quiz , for which guidelines may be found [https://docs.google.com/document/d/1IoyozQqfro3Pj1Nn-4kkBPphwdCvsWD7rymiDyS9yIQ/edit?usp=drive_web&ouid=100992440843392806718 here]. A quiz is not required for a training. Quizzes may be used for the more important trainings that have valuable information which you cannot mess up. A quiz template is also provided at [https://docs.google.com/document/d/1FnnvbTMephAMaLPkLgr_C-Z-qAnUXlDLMEW52aKzupk/edit this link]. The template is a suggestion for what types of questions are on the quiz, but the template may not be used based on the training. Google Forms is the recommended way to make these quizzes.

===5) Feedback Submissions===
After each training, all technicians trained must submit a feedback form, found at [https://docs.google.com/forms/d/e/1FAIpQLSfI6QqgxUytVutcrv3b7iKjfr5Be64VJYEwtyrNZXaAH2MEkg/viewform this link]. All feedback should be submitted within 24 hours of completion of the training.

===6) Feedback Review===
All feedback is to be reviewed by the person that administered the training within 24 hours of submission of the feedback forms, or a total 48 hours after completion of the training. Feedback is logged in [https://docs.google.com/spreadsheets/d/1tCuJ4mKVgeTYSqeH7ZGcf4wzE0vG439LF2J3PF_AqkU/edit?usp=drive_web&ouid=100992440843392806718 this spreadsheet].

TAKE THE QUIZ AT [https://docs.google.com/forms/d/e/1FAIpQLSdoJg6rxE6SuWNUDh3oZS8pvptUQKWvb65p-zkGqWzgVyVzYQ/viewform THIS LINK].

Training

2019-02-25T19:44:58Z

Sidepanel: /* 6) Feedback Review */ minor word change

==Procedure==
All trainings are to follow this basic procedure:

===1) Training Request Form===
All trainings must be submitted through [https://docs.google.com/forms/d/1XrV3bVwW9GiWPNG8d6H0p5ThXtupOK3r0eTRbMVBLak/edit?usp=drive_web this form]. This form will not be checked daily, so you must also inform a manager or Mr. Chamberlain about having submitted the form. All responses are logged in a spreadsheet.

===2) Approval from a manager===
All trainings must be approved by a manager or Mr. Chamberlain. All trainings must also be demonstrated to a manager or Chamberlain prior to the actual training take place to ensure that they go well. To get a training approved, after submitting the form, talk to a manager and ask them to look at [https://docs.google.com/spreadsheets/d/1-3GW-dGs6gWkQ7P2NbwjqbdxzgWkIU3zxxR0vjq5Ul8/edit?usp=drive_web&ouid=100992440843392806718 this spreadsheet]. Approval will be based almost entirely off of this spreadsheet.

===3) Training Write-Up===
Each training must be written up as a notes document to have during the training. These notes must cover all of the basics and information that needs to be addressed.

===4) Post Training Quiz===
The person that is performing the training may choose to write up a quiz , for which guidelines may be found [https://docs.google.com/document/d/1IoyozQqfro3Pj1Nn-4kkBPphwdCvsWD7rymiDyS9yIQ/edit?usp=drive_web&ouid=100992440843392806718 here]. A quiz is not required for a training. Quizzes may be used for the more important trainings that have valuable information which you cannot mess up. A quiz template is also provided at [https://docs.google.com/document/d/1FnnvbTMephAMaLPkLgr_C-Z-qAnUXlDLMEW52aKzupk/edit this link]. The template is a suggestion for what types of questions are on the quiz, but the template may not be used based on the training. Google Forms is the recommended way to make these quizzes.

===5) Feedback Submissions===
After each training, all technicians trained must submit a feedback form, found at [https://docs.google.com/forms/d/1O1Nr171ZQaFidcdkFyNU_p7zO9MaR-Dd9Am4_8QSwPg/edit?usp=drive_web this link]. All feedback should be submitted within 24 hours of completion of the training.

===6) Feedback Review===
All feedback is to be reviewed by the person that administered the training within 24 hours of submission of the feedback forms, or a total 48 hours after completion of the training. Feedback is logged in [https://docs.google.com/spreadsheets/d/1tCuJ4mKVgeTYSqeH7ZGcf4wzE0vG439LF2J3PF_AqkU/edit?usp=drive_web&ouid=100992440843392806718 this spreadsheet].

TAKE THE QUIZ AT [https://docs.google.com/forms/d/e/1FAIpQLSdoJg6rxE6SuWNUDh3oZS8pvptUQKWvb65p-zkGqWzgVyVzYQ/viewform THIS LINK].

Training

2019-02-25T16:24:05Z

Sidepanel: /* Procedure */ format change

==Procedure==
All trainings are to follow this basic procedure:

===1) Training Request Form===
All trainings must be submitted through [https://docs.google.com/forms/d/1XrV3bVwW9GiWPNG8d6H0p5ThXtupOK3r0eTRbMVBLak/edit?usp=drive_web this form]. This form will not be checked daily, so you must also inform a manager or Mr. Chamberlain about having submitted the form. All responses are logged in a spreadsheet.

===2) Approval from a manager===
All trainings must be approved by a manager or Mr. Chamberlain. All trainings must also be demonstrated to a manager or Chamberlain prior to the actual training take place to ensure that they go well. To get a training approved, after submitting the form, talk to a manager and ask them to look at [https://docs.google.com/spreadsheets/d/1-3GW-dGs6gWkQ7P2NbwjqbdxzgWkIU3zxxR0vjq5Ul8/edit?usp=drive_web&ouid=100992440843392806718 this spreadsheet]. Approval will be based almost entirely off of this spreadsheet.

===3) Training Write-Up===
Each training must be written up as a notes document to have during the training. These notes must cover all of the basics and information that needs to be addressed.

===4) Optional Quiz===
The person that is performing the training may choose to write up a quiz , for which guidelines may be found [https://docs.google.com/document/d/1IoyozQqfro3Pj1Nn-4kkBPphwdCvsWD7rymiDyS9yIQ/edit?usp=drive_web&ouid=100992440843392806718 here]. A quiz is not required for a training. Quizzes may be used for the more important trainings that have valuable information which you cannot mess up. A quiz template is also provided at [https://docs.google.com/document/d/1FnnvbTMephAMaLPkLgr_C-Z-qAnUXlDLMEW52aKzupk/edit this link]. The template is a suggestion for what types of questions are on the quiz, but the template may not be used based on the training. Google Forms is the recommended way to make these quizzes.

===5) Feedback Submissions===
After each training, all technicians trained must submit a feedback form, found at [https://docs.google.com/forms/d/1O1Nr171ZQaFidcdkFyNU_p7zO9MaR-Dd9Am4_8QSwPg/edit?usp=drive_web this link]. All feedback should be submitted within 24 hours of completion of the training.

===6) Feedback Review===
All feedback is to be reviewed by the person that administered the training within 24 hours of submission of the feedback forms, or a total 48 hours after completion of the training. Feedback is logged in [https://docs.google.com/spreadsheets/d/1tCuJ4mKVgeTYSqeH7ZGcf4wzE0vG439LF2J3PF_AqkU/edit?usp=drive_web&ouid=100992440843392806718 this spreadsheet].

For the training on this Wikipedia page, there is a quiz. Please take it at [https://docs.google.com/forms/d/e/1FAIpQLSdoJg6rxE6SuWNUDh3oZS8pvptUQKWvb65p-zkGqWzgVyVzYQ/viewform this link].

Training

2019-02-25T16:23:33Z

Sidepanel: /* Procedure */ finished adding content, including the quiz

==Procedure==
All trainings are to follow this basic procedure:

===1) Training Request Form===
All trainings must be submitted through [https://docs.google.com/forms/d/1XrV3bVwW9GiWPNG8d6H0p5ThXtupOK3r0eTRbMVBLak/edit?usp=drive_web this form]. This form will not be checked daily, so you must also inform a manager or Mr. Chamberlain about having submitted the form. All responses are logged in a spreadsheet.

===2) Approval from a manager===
All trainings must be approved by a manager or Mr. Chamberlain. All trainings must also be demonstrated to a manager or Chamberlain prior to the actual training take place to ensure that they go well. To get a training approved, after submitting the form, talk to a manager and ask them to look at [https://docs.google.com/spreadsheets/d/1-3GW-dGs6gWkQ7P2NbwjqbdxzgWkIU3zxxR0vjq5Ul8/edit?usp=drive_web&ouid=100992440843392806718 this spreadsheet]. Approval will be based almost entirely off of this spreadsheet.

===3) Training Write-Up===
Each training must be written up as a notes document to have during the training. These notes must cover all of the basics and information that needs to be addressed.

===4) Optional Quiz===
The person that is performing the training may choose to write up a quiz , for which guidelines may be found [https://docs.google.com/document/d/1IoyozQqfro3Pj1Nn-4kkBPphwdCvsWD7rymiDyS9yIQ/edit?usp=drive_web&ouid=100992440843392806718 here]. A quiz is not required for a training. Quizzes may be used for the more important trainings that have valuable information which you cannot mess up. A quiz template is also provided at [https://docs.google.com/document/d/1FnnvbTMephAMaLPkLgr_C-Z-qAnUXlDLMEW52aKzupk/edit this link]. The template is a suggestion for what types of questions are on the quiz, but the template may not be used based on the training. Google Forms is the recommended way to make these quizzes.

======5) Feedback Submissions======
After each training, all technicians trained must submit a feedback form, found at [https://docs.google.com/forms/d/1O1Nr171ZQaFidcdkFyNU_p7zO9MaR-Dd9Am4_8QSwPg/edit?usp=drive_web this link]. All feedback should be submitted within 24 hours of completion of the training.

======6) Feedback Review======
All feedback is to be reviewed by the person that administered the training within 24 hours of submission of the feedback forms, or a total 48 hours after completion of the training. Feedback is logged in [https://docs.google.com/spreadsheets/d/1tCuJ4mKVgeTYSqeH7ZGcf4wzE0vG439LF2J3PF_AqkU/edit?usp=drive_web&ouid=100992440843392806718 this spreadsheet].

For the training on this Wikipedia page, there is a quiz. Please take it at [https://docs.google.com/forms/d/e/1FAIpQLSdoJg6rxE6SuWNUDh3oZS8pvptUQKWvb65p-zkGqWzgVyVzYQ/viewform this link].

Training

2019-02-25T14:23:13Z

Sidepanel: /* Procedure */ added more content

Training

2019-02-21T19:29:20Z

Sidepanel: added some more content

==Procedure==
All trainings are to follow this basic procedure:

===1) Training Request Form===
All trainings must be submitted through this form. This form will not be checked daily, so you must also inform a manager or Mr. Chamberlain about having submitted the form. The form can be found linked here.

===2) Approval from a manager===

===3) Training Write-Up===

======4) Optional Quiz======
The person that is performing the training may choose to write up a quiz , for which guidelines may be found here. Quizzes may be used for the more important trainings that have valuable information which you cannot mess up.

======5) Feedback Submissions======

======6) Feedback Review======

==Procedure==
This is the basic procedure that all trainings are to follow, with details about each step coming

#Training Request form
#*This form must be filled out prior to performing a training, detailing everything about the training.
#Approval from a manager
#*You MUST get a approval from a manager or Mr. Chamberlain before conducting a training, and it will be based near solely off of the form you filled out in step 1.
#Training Notes Write-Up
#*
#Quiz (Optional)
#*
#Feedback Submissions
#*
#Feedback Review
#*

Training

2019-02-20T19:30:30Z

Sidepanel: /* Procedure */ started working on it

==Procedure==
All trainings are to follow this basic procedure:

===1) Training Request Form===
All trainings

======2) Approval from a manager======

======3) Training Write-Up======

======4) Optional Quiz======

======5) Feedback Submissions======

======6) Feedback Review======

==Procedure==
This is the basic procedure that all trainings are to follow, with details about each step coming

#Training Request form
#*This form must be filled out prior to performing a training, detailing everything about the training.
#Approval from a manager
#*You MUST get a approval from a manager or Mr. Chamberlain before conducting a training, and it will be based near solely off of the form you filled out in step 1.
#Training Notes Write-Up
#*
#Quiz (Optional)
#*
#Feedback Submissions
#*
#Feedback Review
#*

Training

2019-02-20T18:54:33Z

Sidepanel: /* Procedure */ formatting

==Procedure==
All trainings are to follow this basic procedure:

======1) Training Request Form======

======2) Approval from a manager======

======3) Training Write-Up======

======4) Optional Quiz======

======5) Feedback Submissions======

======6) Feedback Review======

==Procedure==
This is the basic procedure that all trainings are to follow, with details about each step coming

#Training Request form
#*This form must be filled out prior to performing a training, detailing everything about the training.
#Approval from a manager
#*You MUST get a approval from a manager or Mr. Chamberlain before conducting a training, and it will be based near solely off of the form you filled out in step 1.
#Training Notes Write-Up
#*
#Quiz (Optional)
#*
#Feedback Submissions
#*
#Feedback Review
#*

Training

2019-02-20T18:53:35Z

Sidepanel:

== Procedure ==
All trainings are to follow this basic procedure:

====== 1) Training Request Form ======

==== 2) Approval from a manager ====

====== 3) Training Write-Up ======

====== 4) Optional Quiz ======

====== 5) Feedback Submissions ======

====== 6) Feedback Review ======

== Procedure ==
This is the basic procedure that all trainings are to follow, with details about each step coming

# Training Request form
#* This form must be filled out prior to performing a training, detailing everything about the training.
# Approval from a manager
#* You MUST get a approval from a manager or Mr. Chamberlain before conducting a training, and it will be based near solely off of the form you filled out in step 1.
# Training Notes Write-Up
#*
# Quiz (Optional)
#*
# Feedback Submissions
#*
# Feedback Review
#*

Training

2019-02-20T18:25:07Z

Sidepanel: page created, visual editor does not work during page creation

Training

Email Templates

2019-02-11T19:34:48Z

Sidepanel: /* Things To Keep in Mind */ changed manager email, because it's not me anymore

==Things To Keep in Mind==
Please remember to send a courtesy copy of every email '''(CC) to Mr. Chamberlain (bchamberlain@musd20.org) and in addition to your manager's email (currently braydonsanders2001@gmail.com).'''
Remember to remain professional in every email you send, no matter how difficult the customer.

.

'''Note:''' Always get permission in written form (usually by email) to take apart a device.

==Initial Email==
Opening email sent to the client after their w/o has been processed:<pre>
Hello [client name]!

I am [your name] from 24PinTech. I am contacting you on behalf of [short description of issue].

We are ready to diagnose your device. You may drop your device off during your lunch or sixth hour in room 120.

If possible, please provide a description of your issue and also a description of your device. [optional line]

Respectfully,
[your name]
</pre>

==Reminder Email==
Reminder email sent to the client after not getting a response for at least 3 business days:
<pre>
Hello [client name]!

I just wanted to follow up with you about your [insert device here]. If you are still interested in doing business with us, please email me back as soon as possible. If I don’t hear back from you within 2 business days, your work order will be closed.

Respectfully,
[your name]
</pre>

==Repair Permission Request==
Email sent to the client once you’re ready to start working on their device:
<pre>
Hello [client name]!

I’m ready to start working on your device. Do I have your permission to disassemble your [insert device here] to [insert action here]?

Respectfully,
[your name]
</pre>

==Closing a Work Order Due to No Responses==
Sent after 3 business days with no response:
<pre>
Hello [client name]!

Thank you for choosing 24PinTech for your technology needs. We have made several attempts to contact you but did not receive a response. Since we have yet to hear back from you, we must close your work order. If you would like to reopen it, please revisit our website and fill out the support form again. Thank you!

Respectfully,
[your name]
</pre>

==Customer Satisfaction Survey==
Sent after a successfully closed and completed work order:
<pre>
Hello [client name]!

Thank you for choosing 24PinTech to resolve your issue! We greatly appreciate your business and invite you to take a short customer satisfaction survey to evaluate your recent interaction with our team. Our main priority is customer satisfaction, so we would appreciate your input. We use the survey data to evaluate our technicians and improve all future interactions with 24PinTech.

Your assigned technician was [technician name]. We hope to work with you again!

OR

Your assigned technicians were [technician names]. We hope to work with you again!

The survey can be found here: http://24pin.tech/survey

Respectfully,
The 24PinTech Team
</pre>

==Follow-Up==
Sent following 1 week after the work order has been closed:
<pre>
Hello [client name]!

Thank you for choosing 24PinTech! We wanted to check in and see how your device is doing. If it isn’t too much trouble, we have two questions for you:

Have you found our work satisfactory?
Are there any other issues that have come up?

Again, everyone at 24PinTech graciously thanks you and appreciates your business and time!

Respectfully,
[your name]
</pre>

==When Temporarily Closed==
Used when we’re temporarily closed for any reason(s):
<pre>
Hello [client name]!

24PinTech is currently on a temporary hiatus because of [reason], so we are currently unable to process your request. I will get back to you as soon as we have reopened!

Respectfully,
[your name]
</pre>

Procedures

2018-10-18T20:24:50Z

Sidepanel: Added closing procedure

==Work Order Procedure (Technician)==
This procedure is to used by technicians that have a work order. This is the correct way to handle the work order, and this procedure must be followed every single time.
[[File:Spiceworks login.PNG|200px|thumb|right|Spiceworks' Login Page]]

#Log into Spiceworks, which is located [http://odin/pro_users/login here].
#Check Spiceworks DAILY.
#If you have a new work order, immediately comment "Work Order Received" or something similar to alert the manager that you have seen the work order.
#If you are working with another tech on the work order, talk to them before doing anything and come to a consensus on what should be done.
#For every new work order, print a work order checklist, which is located in your Google Drive in Shared With Me\24PinTech Documents and it is the Docs file name "Work Order Checklist."
#Email any customers that are assigned on your work order.
#Set up a time for them to drop your device off, or pick it up for them. Whatever suits the customer is what suits you.
#After picking up any devices, please email your customer and ask for permission to disassemble, if it applies. Written permission is required.
#Update customers every 2 days at most via email.
#Email a customer when their device(s) is/are ready for pickup.
#Set up a time for them to pick up a device or drop the device off when it is done, depending on the device and customer. Every case will be different.
#Once the device is no longer in the hands of 24PinTech, notify the manager that the work order is completed. One week after the the device has left 24PinTech, a follow-up email (see [[Email Templates]]) needs to be sent. Complete the work order closing procedure in the next section.

== Work Order Closing Procedure ==
This procedure is to be used following the completion of the work order.

# After the customer has picked up their device, immediately send a Customer Satisfaction Survey (see [[Email Templates]]) to the customer.
# Once that has been sent, update your work order.
# Close the work order in Spiceworks.
# Turn in your work order checklist.

24PinKiosk

2018-10-18T00:50:51Z

Sidepanel: added a little information

==What are the Kiosks?==
The kiosks allow customers to put in work orders from various locations on campus, rather than having to . Currently, we have two kiosks. The first kiosk is located in the library, and the second kiosk is in the office.

==How to Replicate==
The kiosks are now very easy to set up. There has been a complete image made when creating the first kiosk, so it's almost as simple as image a computer and drop it in. Use the image called "24PinKiosk". Simply, just plug in the power to the computer, the light, and the display. Connect the display's VGA cable, and the USB that controls the keyboard and mouse. That's it. Turn on the computer and connect it to the Internet (via Ethernet), and double check that it works. Pull out any unused cables and cable manage the kiosk, and you are done.

24PinKiosk

2018-09-06T00:02:28Z

Sidepanel: made some progress part 1

== What are the Kiosks? ==
The kiosks allow customers to put in work orders from various locations on campus. The first kiosk is located in the library, and the second kiosk is in the office.

== How to make a new one ==
The kiosks are now very easy to set up. There has been a complete image made when creating the first kiosk, so it's almost as simple as image a computer and drop it in. Use the image called "24PinKiosk". Simply, just plug in the power to the computer, the light, and the display. Connect the display's VGA cable, and the USB that controls the keyboard and mouse. That's it. Turn on the computer and connect it to the Internet (via Ethernet), and double check that it works. Pull out any unused cables and cable manage the kiosk, and you are done.

24PinKiosk

2018-09-05T18:45:53Z

Sidepanel:

== What are the Kiosks? ==
The kiosks are

24PinKiosk

2018-09-05T18:23:36Z

Sidepanel: created page // will finish this evening (sep 5)

placeholder text

Procedures

2018-08-14T20:25:38Z

Sidepanel: added picture

File:Spiceworks login.PNG

2018-08-14T19:43:24Z

Sidepanel: the login page for spiceworks

the login page for spiceworks

Procedures

2018-08-13T20:09:20Z

Sidepanel: started reworking the page

== Work Order Procedure (Technician) ==
This procedure is to used by technicians that have a work order. This is the correct way to handle the work order, and this procedure must be followed every single time.

# Log into Spiceworks, which is located [http://odin/pro_users/login here].
# Check Spiceworks DAILY.
# If you have a new work order, immediately comment "Work Order Received" or something similar to alert the manager that you have seen the work order.
# If you are working with another tech on the work order, talk to them before doing anything and come to a consensus on what should be done.
# Email any customers that are assigned on your work order.
# Set up a time for them to drop your device off, or pick it up for them. Whatever suits the customer is what suits you.
# After picking up any devices, please email your customer and ask for permission to disassemble, if it applies. Written permission is required.
# Update customers every 2 days at most via email.
# Email a customer when their device(s) is/are ready for pickup.
# Set up a time for them to pick up a device or drop the device off when it is done, depending on the device and customer. Every case will be different.
# Once the device is no longer in the hands of 24PinTech, notify the manager that the work order is completed. One week after the the device has left 24PinTech, a follow-up email (see [[Email Templates]]) needs to be sent.

Email Templates

2018-08-03T20:12:21Z

Sidepanel: /* Initial Email */

== Things To Keep in Mind ==
Please remember to send a courtesy copy of every email '''(CC) to Mr. Chamberlain (bchamberlain@musd20.org) and in addition to your manager's email (currently lucascdial@gmail.com).'''
Remember to remain professional in every email you send, no matter how difficult the customer.
Always get permission in written form (usually by email) to take apart a device if you must.

== Initial Email ==
<pre>
Hello [insert client name],

I am [insert name here] from 24PinTech, I am contacting you about your [short description of issue].

We are ready to diagnose your device. You may drop your device off during your lunch or sixth hour in room 120.

If possible, please provide a description of your issue, and also a description of your device, if you have yet to. [Optional Line]

Respectfully,
The 24PinTech Team
</pre>

== Reminder Email ==
This reminder email is to be sent after two business days with no response from the customer. Send this email twice before closing their work order.
<pre>
Hello [insert name here],

I just wanted to follow up with you about your [insert device here]. If you are still interested in doing business with us, please email me back as soon as possible. If we do not hear back from you within 2 business days, we will close your work order.

Respectfully,
The 24PinTech Team
</pre>

== Closing a Work Order Due to No Responses ==
This is to be sent after sending the reminder email twice and there is still no response. The mentioned work order must be closed afterward.
<pre>
Hello [insert name here],

Thank you for choosing 24PinTech for your technology needs. We have made several attempts to contact you, and you did not respond. Since we have yet to hear back from you, we must close your work order. If you would like to reopen it, please revisit our website and fill out the support form. Thanks!

Respectfully,
The 24PinTech Team
</pre>

== Customer Satisfaction Survey ==
After a work order is successfully completed, send this when the work order is closed.
<pre>
Hello [insert name here],

Thank you for choosing 24PinTech to resolve your issue. We greatly appreciate your business and invite you to take a short customer satisfaction survey to evaluate your recent interaction with our team. We want to put customer satisfaction first, and we would appreciate your input. We use the survey to evaluate our technicians, and will use your data to improve all future interactions with 24PinTech. Your assigned technician(s) was/were [enter name here]. We hope to work with you again!

The survey can be found here: https://docs.google.com/forms/d/1qctPvELG0U_VkK9zzBuWbRJ66RHETHMxhx6SIAsMpMg

Respectfully,
The 24PinTech Team
</pre>

== Follow-Up ==
One week after a work order is completed, send this to see how their device is doing.
<pre>
Hello [insert name here],
Thank you for choosing 24PinTech! We wanted to check in and see how your device is doing. If you would not mind, we have some questions for you.
Have you found our work satisfactory?
Are there any other issues that have come up?
We appreciate your business and your time.

Respectfully,
The 24PinTech Team
</pre>

== When Temporarily Closed ==
This template is to be used when we are temporarily closed for one reason or another.
<pre>
Hello [insert name here],

We are currently closed because [insert reason here]. We are currently unable to process your request, but we will get back to you as soon as we are re-opened!

Sincerely,
The 24PinTech Team
</pre>

Procedures

2018-07-30T20:47:22Z

Sidepanel: /* Work Order Procedure (Technician) */ finished the list

== Work Order Procedure ==

'''Start from here if the customer has NOT entered a service/work form'''

1. Take the information that you got from the call (using the phone script) to input into the work order form. The google form from our site. Such as name phone number, etc.

'''Start from here if the customer has already entered a work form.'''

2. Double check information is correct in the Google spreadsheet. Does it make sense?

3. Send an email that confirms that we have received the equipment and will begin working on the system (must respond within 24 hours).

4. Fill in columns M, N, P, and T. Those columns are Technician assigned, Initial Customer Contact, Date assigned, and Equipment given. All must be filled in before moving to Spiceworks.

5. Log into SpiceWorks, click on new ticket, and fill out the following categories: Summary, description, assigned to, and priority. Make sure the technician assigned in SpiceWorks is the same as the one on the google sheet.

6. After the ticket is created, contact the team member about it, either telling them face to face, or email, to inform them about their new ticket.

7. Let the assigned team member/s work on the issue.

8. Team members working on the issue will send an email update to assigned customer if needed (if there is a big change in functionality, or possible date of delivery). Assigned members should leave notes on a daily basis on spiceworks. After leaving notes in spiceworks, copy a shortened version into the google sheets.

9. After the issue is resolved and the equipment is DELIVERED, the team members can close the ticket.

10.After the ticket is closed and the equipment is delivered back to the customer in full functionality, the job assigner (same person that assigns jobs in spiceworks) sends an email with the satisfaction survey. Use customer satisfaction survey template.

11. Update the date completed, customer update, resolved, and recept # in the google sheet.

12. After customer has given feedback, give out compliments or constructive criticism if needed.

== Work Order Procedure (Technician) ==
This procedure is to used by technicians that have a work order. This is the correct way to handle the work order, and this procedure must be followed every single time.

# Check Spiceworks DAILY.
# If you have a new work order, immediately comment "Work Order Received" or something similar to alert the manager that you have seen the work order.
# If you are working with someone, talk to them before doing anything.
# Email any customers that are assigned on your work order.
# Set up a time for them to drop your device off, or pick it up for them. Whatever suits the customer is what suits you.
# After picking up any devices, please email your customer and ask for permission to disassemble, if it applies. Written permission is required.
# Update customers every 2 days at most via email.
# Email a customer when their device(s) is/are ready for pickup.
# Set up a time for them to pick up a device or drop the device off when it is done, depending on the device and customer. Every case will be different.
# Once the device is no longer in the hands of 24PinTech, notify the manager that the work order is completed. One week after the the device has left 24PinTech, a follow-up email (see [[Email Templates]]) needs to be sent.

Procedures

2018-07-30T20:29:05Z

Sidepanel: /* Work Order Procedure */

Email Templates

2018-07-24T21:09:12Z

Sidepanel: more email format stuff

== Things To Keep in Mind ==
Please remember to send a courtesy copy of every email '''(CC) to Mr. Chamberlain (bchamberlain@musd20.org) and in addition to your manager's email (currently lucascdial@gmail.com).'''
Remember to remain professional in every email you send, no matter how difficult the customer.
Always get permission in written form (usually by email) to take apart a device if you must.

== Initial Email ==
<pre>
Hello [insert client name],

I am [insert name here] from 24PinTech, I am contacting you about your [short description of issue].

We are ready to diagnose your device. You may drop your device off during your lunch or seventh hour in room 118.

If possible, please provide a description of your issue, and also a description of your device, if you have yet to. [Optional Line]

Respectfully,
The 24PinTech Team
</pre>

== Reminder Email ==
This reminder email is to be sent after two business days with no response from the customer. Send this email twice before closing their work order.
<pre>
Hello [insert name here],

I just wanted to follow up with you about your [insert device here]. If you are still interested in doing business with us, please email me back as soon as possible. If we do not hear back from you within 2 business days, we will close your work order.

Respectfully,
The 24PinTech Team
</pre>

== Closing a Work Order Due to No Responses ==
This is to be sent after sending the reminder email twice and there is still no response. The mentioned work order must be closed afterward.
<pre>
Hello [insert name here],

Thank you for choosing 24PinTech for your technology needs. We have made several attempts to contact you, and you did not respond. Since we have yet to hear back from you, we must close your work order. If you would like to reopen it, please revisit our website and fill out the support form. Thanks!

Respectfully,
The 24PinTech Team
</pre>

== Customer Satisfaction Survey ==
After a work order is successfully completed, send this when the work order is closed.
<pre>
Hello [insert name here],

Thank you for choosing 24PinTech to resolve your issue. We greatly appreciate your business and invite you to take a short customer satisfaction survey to evaluate your recent interaction with our team. We want to put customer satisfaction first, and we would appreciate your input. We use the survey to evaluate our technicians, and will use your data to improve all future interactions with 24PinTech. Your assigned technician(s) was/were [enter name here]. We hope to work with you again!

The survey can be found here: https://docs.google.com/forms/d/1qctPvELG0U_VkK9zzBuWbRJ66RHETHMxhx6SIAsMpMg

Respectfully,
The 24PinTech Team
</pre>

== Follow-Up ==
One week after a work order is completed, send this to see how their device is doing.
<pre>
Hello [insert name here],
Thank you for choosing 24PinTech! We wanted to check in and see how your device is doing. If you would not mind, we have some questions for you.
Have you found our work satisfactory?
Are there any other issues that have come up?
We appreciate your business and your time.

Respectfully,
The 24PinTech Team
</pre>

== When Temporarily Closed ==
This template is to be used when we are temporarily closed for one reason or another.
<pre>
Hello [insert name here],

We are currently closed because [insert reason here]. We are currently unable to process your request, but we will get back to you as soon as we are re-opened!

Sincerely,
The 24PinTech Team
</pre>

Email Templates

2018-07-24T21:07:21Z

Sidepanel: changed manager email >:)

== Things To Keep in Mind ==
Please remember to send a courtesy copy of every email '''(CC) to Mr. Chamberlain (bchamberlain@musd20.org) and in addition to your manager's email (currently lucascdial@gmail.com).'''
Remember to remain professional in every email you send, no matter how difficult the customer.
Always get permission in written form (usually by email) to take apart a device if you must.

== Initial Email ==
<pre>
Hello [insert client name],

I am [insert name here] from 24PinTech, I am contacting you about your [short description of issue].

We are ready to diagnose your device. You may drop your device off during your lunch or seventh hour in room 118.

If possible, please provide a description of your issue, and also a description of your device, if you have yet to. [Optional Line]

Respectfully,
24PinTech Team
</pre>

== Reminder Email ==
This reminder email is to be sent after two business days with no response from the customer. Send this email twice before closing their work order.
<pre>
Hello [insert name here],

I just wanted to follow up with you about your [insert device here]. If you are still interested in doing business with us, please email me back as soon as possible. If we do not hear back from you within 2 business days, we will close your work order.

Respectfully,
24PinTech Team
</pre>

== Closing a Work Order Due to No Responses ==
This is to be sent after sending the reminder email twice and there is still no response. The mentioned work order must be closed afterward.
<pre>
Hello [insert name here],

Thank you for choosing 24PinTech for your technology needs. We have made several attempts to contact you, and you did not respond. Since we have yet to hear back from you, we must close your work order. If you would like to reopen it, please revisit our website and fill out the support form. Thanks!

Respectfully,
24PinTech Team
</pre>

== Customer Satisfaction Survey ==
After a work order is successfully completed, send this when the work order is closed.
<pre>
Hello [insert name here],

Thank you for choosing 24PinTech to resolve your issue. We greatly appreciate your business and invite you to take a short customer satisfaction survey to evaluate your recent interaction with our team. We want to put customer satisfaction first, and we would appreciate your input. We use the survey to evaluate our technicians, and will use your data to improve all future interactions with 24PinTech. Your assigned technician(s) was/were [enter name here]. We hope to work with you again!

The survey can be found here: https://docs.google.com/forms/d/1qctPvELG0U_VkK9zzBuWbRJ66RHETHMxhx6SIAsMpMg

Respectfully,
24PinTech Team
</pre>

== Follow-Up ==
One week after a work order is completed, send this to see how their device is doing.
<pre>
Hello [insert name here],
Thank you for choosing 24PinTech! We wanted to check in and see how your device is doing. If you would not mind, we have some questions for you.
Have you found our work satisfactory?
Are there any other issues that have come up?
We appreciate your business and your time.

Respectfully,
24PinTech Team
</pre>

== When Temporarily Closed ==
This template is to be used when we are temporarily closed for one reason or another.
<pre>
Hello [insert name here],

We are currently closed because [insert reason here]. We are currently unable to process your request, but we will get back to you as soon as we are re-opened!

Sincerely,
The 24PinTech Team
</pre>

User:Sidepanel

2018-05-11T20:18:23Z

Sidepanel: /* End-of-Year Summary */ started writing

temperedglasseyepanel+redvine = new name

== '''End-of-Year Summary''' ==
During the year, I completed 25 work orders, according to Spiceworks. Only 14 of the work orders actually involved a device being brought in and diagnose. 2 of those 14 work orders, however, left customers' devices in a non-working state as I could not fix them, including an iPad and a Samsung Galaxy Tab 4. The 12 work orders that had a fixed device include, but are not limited to, an iPad screen replacement, an overheating PC, and the Raiden Surface Cart being re-imaged. I have also created a laptop cart checkout system for teachers that need laptop carts.

Through TestOut, I have earned 2 certifications so far, and I plan to earn 1 more. The certifications that I have earned are PC Pro and Network Pro. The final one to earn this year is going to be Security Pro. Eventually, I plan on earning Server Pro and Routing and Switching Pro certs within the next year.

User:Sidepanel

2018-05-09T19:24:44Z

Sidepanel: /* End-of-Year Summary */

== End-of-Year Summary ==
I did some stuff

Laptop Carts

2018-05-08T20:10:28Z

Sidepanel: some info

There are seven laptop carts that belong to 24PinTech. There are 4 Microsoft Surface carts (Hedgehog, Snake, Duke Nukem, and Raiden), 1 Lenovo Yoga cart (MHSGaston), 1 HP Stream Cart (MHSStream) and another Lenovo laptop cart (MHSAuto).

== Receiving a Laptop Cart ==
When you receive any laptop cart that is to be worked on, document where the laptop cart is from, how many laptops there are, and what the name of the cart is. All of this information is important to take note of so we can track every laptop. Use a template such as the following to ensure all of the information is documented.
<pre>
Original Cart Location:
Amount of Laptops:
Blank Spaces (if applicable):
Name of Cart:
Type of Laptop:
All of the Names of Each Laptop:
</pre>

== Working on a Cart and Tracking the Laptops ==
Whenever a laptop cart is not being worked on, no laptops are to be left out. Every laptop must be put away in its slot in the cart, unless it is imaging. All other times, laptop carts must be put away in their spots so they may be found again. After all of the laptops are in their cart, lock the cart if possible. Take note of every laptop imaging as well, since they are to be left out. Double check at the beginning and end of each day that every laptop is still there.

== Handing Out Laptop Carts ==
When a laptop cart is to leave the classroom and go to a teacher, a form '''MUST''' be filled out. The form is linked [https://docs.google.com/forms/d/e/1FAIpQLScgo8v18cVuReLqQ6Jx1Mpv0hS5U4XYV5UwEjsbjaV9ksKzHw/viewform?usp=sf_link here]. Fill out the form with all of the information, and it will be logged in a spreadsheet to ensure that every cart is where it is supposed to be.

User:Sidepanel

2018-05-08T19:44:23Z

Sidepanel: i am not your dad

== End-of-Year Summary ==

Laptop Carts

2018-05-08T19:36:19Z

Sidepanel: made a section

== Receiving a Laptop Cart ==
When you receive any laptop cart that is to be worked on, document where the laptop cart is from, how many laptops there are, and what the name of the cart is. All of this information is important to take note of so we can track every laptop. Use a template such as the following to ensure all of the information is documented.
<pre>
Original Cart Location:
Amount of Laptops:
Blank Spaces (if applicable):
Name of Cart:
Type of Laptop:
All of the Names of Each Laptop:
</pre>

== Working on a Cart and Tracking the Laptops ==
Whenever a laptop cart is not being worked on, no laptops are to be left out. Every laptop must be put away in its slot in the cart, unless it is imaging. All other times, laptop carts must be put away in their spots so they may be found again. After all of the laptops are in their cart, lock the cart if possible. Take note of every laptop imaging as well, since they are to be left out. Double check at the beginning and end of each day that every laptop is still there.

== Handing Out Laptop Carts ==

Mac Configuration

2018-03-08T19:50:41Z

Sidepanel: /* Imaging iMacs */ formatting

== Imaging iMacs ==
'''El Capitan iMacs'''
* Ensure the iMac is connected to the network with the Mac imaging server running.
* Power on the iMac and hold Alt-N during boot. You should see a solid globe instead of the Apple logo. If it's flashing, check the network cable or make sure the server is on.
* AFter a minute or so, the globe will shrink and start spinning a little under an Apple logo. It's booting the software.
* When Deploy Studio Runtime appears, click on the Utilities drop-down up at the top. Select Disk Utility.
* Partition the disk with one partition (entire drive) named Mac HD or Macintosh HD.
* Exit Disk Utility.
* Deploy Studio Runtime should reappear. Select the "Restore Master on a Volume" option. Click play.
* At the right, where you see the image of the hard drive, select the Macintosh HD partition you created earlier via the drop-down menu.
* At the bottom, where you see a list of images, you will want to select the one with the file name: "All_Macs_AdobeCC_prep_090616_ElCapitan.i386.hfs.dmg"
* Click play one final time, and it should be imaging.
* Let Deploy Studio Runtime run for a little while, until it finishes. Congratulations, you have just imaged an iMac.

Mac Configuration

2018-03-03T19:55:08Z

Sidepanel: /* Imaging iMacs */ formatting

== Imaging iMacs ==
'''El Capitan iMacs'''
# Ensure the iMac is connected to the network with the Mac imaging server running.
# Power on the iMac and hold Alt-N during boot. You should see a solid globe instead of the Apple logo. If it's flashing, check the network cable or make sure the server is on.
# AFter a minute or so, the globe will shrink and start spinning a little under an Apple logo. It's booting the software.
# When Deploy Studio Runtime appears, click on the Utilities drop-down up at the top. Select Disk Utility.
# Partition the disk with one partition (entire drive) named Mac HD or Macintosh HD.
# Exit Disk Utility.
# Deploy Studio Runtime should reappear. Select the "Restore Master on a Volume" option. Click play.
# At the right, where you see the image of the hard drive, select the Macintosh HD partition you created earlier via the drop-down menu.
# At the bottom, where you see a list of images, you will want to select the one with the file name: "All_Macs_AdobeCC_prep_090616_ElCapitan.i386.hfs.dmg"
# Click play one final time, and it should be imaging.
# Let Deploy Studio Runtime run for a little while, until it finishes. Congratulations, you have just imaged an iMac.

Mac Configuration

2018-03-03T19:53:31Z

Sidepanel: Formatting

== Imaging iMacs ==
This section details imaging an iMac with Mac OSX El Capitan (10.11).
# Ensure the iMac is connected to the network with the Mac imaging server running.
# Power on the iMac and hold Alt-N during boot. You should see a solid globe instead of the Apple logo. If it's flashing, check the network cable or make sure the server is on.
# AFter a minute or so, the globe will shrink and start spinning a little under an Apple logo. It's booting the software.
# When Deploy Studio Runtime appears, click on the Utilities drop-down up at the top. Select Disk Utility.
# Partition the disk with one partition (entire drive) named Mac HD or Macintosh HD.
# Exit Disk Utility.
# Deploy Studio Runtime should reappear. Select the "Restore Master on a Volume" option. Click play.
# At the right, where you see the image of the hard drive, select the Macintosh HD partition you created earlier via the drop-down menu.
# At the bottom, where you see a list of images, you will want to select the one with the file name: "All_Macs_AdobeCC_prep_090616_ElCapitan.i386.hfs.dmg"
# Click play one final time, and it should be imaging.
# Let Deploy Studio Runtime run for a little while, until it finishes. Congratulations, you have just imaged an iMac.

Spiceworks (Retired)

2018-03-03T19:50:27Z

Sidepanel: Grammar, capitalization

== Accessing and Using Spiceworks ==

'''What is Spiceworks?'''

Spiceworks is the site at which 24PinTech can access all work orders that have been assigned to a technician. Once a technician is logged in, they can view, edit, and comment about their work order as well as complete any documentation that is affiliated with the work order.

'''Accessing Spiceworks'''

Any computer in the 24PinTech classroom can access the Spiceworks service. To access the 24PinTech's reserved section in Spiceworks type the upcoming URL into the address bar and it will take you to the login screen for Spiceworks.
<pre>
http://odin/pro_users/login/
</pre>

'''Assigning Work Orders (Manager)'''

# Log into Spiceworks using your email and password.
# Towards the top left of the screen you will see a drop down box with “Inventory," click to drop down other options and navigate to the tab that is labeled “Help Desk."
# To enter a work order process into Spiceworks click on “New Ticket” found towards the top middle of the screen.
# Using information found in the Google work order spreadsheet, give the ticket a name that is related to the customer. In the description text field, include the customer's name, email address and brief breakdown of the issue. Then assign the ticket to a technician (make sure the assigned technician is the same as the one assigned in the google sheets).
# Inform the technician that they have a new ticket.

'''Adding a New User to Spiceworks'''

# Log into Spiceworks using your email and password.
# Near the top left corner of the web page you will see “Settings” with a drop down box, click the drop down box and select “Help Desk."
# On the left side of the web page under help desk, you will see “User Accounts." Click on it and it will take you to all the users available on Spiceworks.
# Towards the left side of the screen you will see “Add Users," click on it.
# Fill out the invitation with first and last names and the email the technician uses most often. Assign them a proper role in Spiceworks. (Put billing rate as $0.00)
# Send invitation

'''Checking Tickets'''

# Log into Spiceworks
# Towards the top of the screen you will see a drop down box with “Inventory," click to drop down other options and navigate to the tab that is labeled “Help Desk."
# Next to “Tickets” there is a gray drop down box. The default is labeled “Unassigned Tickets." Click the drop down box and navigate to “My Tickets."

Technician Workspace

2018-03-03T06:59:09Z

Sidepanel: Grammar correction

Each technician in 24 Pin Technologies has an array of tools and supplies at their workstation to help diagnose problems with devices that come in.

== Workstation Supplies ==
Each workstation contains the following;
* A desktop with access to the internet
* An iFixIt Pro Tech Toolkit 70 pcs
* An iFixiI Smartphone Repair Kit
All items in each workstation are inventoried every day by technicians during room management and cleaning at the end of the day.

== Other Supplies ==
* Power Cables
* Charging Cables and Adapters
* An Array of Spare Hand Tools
* Other Miscellaneous Tools

Common Cisco IOS Issues

2018-03-03T06:56:10Z

Sidepanel: Created page with "==File Deletion== Sometimes, files just don't want to go. They cling on to dear life. Generally, you would use the following command to delete files: <pre> erase [filename] </..."

==File Deletion==
Sometimes, files just don't want to go. They cling on to dear life. Generally, you would use the following command to delete files:
<pre>
erase [filename]
</pre>
However, sometimes Cisco IOS will spit back an error if it doesn't want to delete said file, for whatever reason. If you run into an issue, use the following command:
<pre>
delete [filename]
</pre>
If that doesn't work, usually with the "Is a directory" error, use the following command to force the deletion:
<pre>
delete /force /recursive [filename]
</pre>

Mac Configuration

2018-03-03T06:45:30Z

Sidepanel:

== Imaging iMacs ==
This section details imaging an iMac with Mac OSX El Capitan (10.11).
<pre>
1) Ensure the iMac is connected to the network with the Mac imaging server running.
2) Power on the iMac and hold Alt-N during boot. You should see a solid globe instead of the Apple logo. If it's flashing, check the network cable or make sure the server is on.
3) AFter a minute or so, the globe will shrink and start spinning a little under an Apple logo. It's booting the software.
4) When Deploy Studio Runtime appears, click on the Utilities drop-down up at the top. Select Disk Utility.
5) Partition the disk with one partition (entire drive) named Mac HD or Macintosh HD.
6) Exit Disk Utility.
7) Deploy Studio Runtime should reappear. Select the "Restore Master on a Volume" option. Click play.
8) At the right, where you see the image of the hard drive, select the Macintosh HD partition you created earlier via the drop-down menu.
9) At the bottom, where you see a list of images, you will want to select the one with the file name: "All_Macs_AdobeCC_prep_090616_ElCapitan.i386.hfs.dmg"
10) Click play one final time, and it should be imaging.
11) Let Deploy Studio Runtime run for a little while, until it finishes. Congratulations, you have just imaged an iMac.
</pre>

TestOut

2018-03-01T16:13:39Z

Sidepanel: /* What is TestOut? */

== What is TestOut? ==
baby don't hurt me, don't hurt me, no mo

Email Templates

2018-02-20T19:47:46Z

Sidepanel: /* When Temporarily Closed */

== Things To Keep in Mind ==
Please remember to send a courtesy copy of every email (CC) to Mr. Chamberlain at bchamberlain@musd20.org.
Remember to remain professional in every email you send, no matter how difficult the customer.
Always get permission in written form (usually by email) to take apart a device if you must.

== Initial Email ==
<pre>
Hello [insert client name],

I am [insert name here] from 24 Pin Technologies, I am contacting you about your [short description of issue].

We are ready to diagnose your device. Please respond to me with a time during which you may drop off your device. You may drop your device off during either lunch or seventh hour.

If possible, please provide a description of your issue, and also a description of your device, if you have yet to. [Optional Line]

Respectfully,
24 Pin Technologies Team
</pre>

== Reminder Email ==
This reminder email is to be sent after two business days with no response from the customer. Send this email twice before closing their work order.
<pre>
Hello [insert name here],

I just wanted to follow up with you about your [insert device here]. If you are still interested in doing business with us, please email me back as soon as possible. If we do not hear back from you within 2 business days, we will close your work order.

Respectfully,
24 Pin Technologies Team
</pre>

== Closing a Work Order Due to No Responses ==
This is to be sent after sending the reminder email twice and there is still no response. The mentioned work order must be closed afterward.
<pre>
Hello [insert name here],

Thank you for choosing 24 Pin Technologies for your technology needs. We have made several attempts to contact you, and you did not respond. Since we have yet to hear back from you, we must close your work order. If you would like to reopen it, please revisit our website and fill out the support form. Thanks!

Respectfully,
24 Pin Technologies Team
</pre>

== Customer Satisfaction Survey ==
After a work order is successfully completed, send this when the work order is closed.
<pre>
Hello [insert name here],

Thank you for choosing 24 Pin Technologies to resolve your issue. We greatly appreciate your business and invite you to take a short [https://docs.google.com/forms/d/1qctPvELG0U_VkK9zzBuWbRJ66RHETHMxhx6SIAsMpMg/edit Customer Satisfaction Survey] to evaluate your recent interaction with our team. We want to put customer satisfaction first, and we would appreciate your input. We use the survey to evaluate our technicians, and will use your data to improve all future interactions with 24 Pin Technologies. Your assigned technician(s) was/were [enter name here]. We hope to work with you again!

Respectfully,
24 Pin Technologies Team
</pre>

== Follow-Up ==
One week after a work order is completed, send this to see how their device is doing.
<pre>
Hello [insert name here],
Thank you for choosing 24 Pin Technologies! We wanted to check in and see how your device is doing. If you would not mind, we have some questions for you.
Have you found our work satisfactory?
Are there any other issues that have come up?
We appreciate your business and your time.
Respectfully,
24 Pin Technologies Team
</pre>

== When Temporarily Closed ==
This template is to be used when we are temporarily closed for one reason or another.
<pre>
Hello [insert name here],

We are currently closed because [insert reason here]. We are currently unable to process your request, but we will get back to you as soon as we are reponed!

Sincerely,
The 24 Pin Technologies Team
</pre>

Email Templates

2018-02-20T19:47:32Z

Sidepanel: /* When Temporarily Closed */

== Things To Keep in Mind ==
Please remember to send a courtesy copy of every email (CC) to Mr. Chamberlain at bchamberlain@musd20.org.
Remember to remain professional in every email you send, no matter how difficult the customer.
Always get permission in written form (usually by email) to take apart a device if you must.

== Initial Email ==
<pre>
Hello [insert client name],

I am [insert name here] from 24 Pin Technologies, I am contacting you about your [short description of issue].

We are ready to diagnose your device. Please respond to me with a time during which you may drop off your device. You may drop your device off during either lunch or seventh hour.

If possible, please provide a description of your issue, and also a description of your device, if you have yet to. [Optional Line]

Respectfully,
24 Pin Technologies Team
</pre>

== Reminder Email ==
This reminder email is to be sent after two business days with no response from the customer. Send this email twice before closing their work order.
<pre>
Hello [insert name here],

I just wanted to follow up with you about your [insert device here]. If you are still interested in doing business with us, please email me back as soon as possible. If we do not hear back from you within 2 business days, we will close your work order.

Respectfully,
24 Pin Technologies Team
</pre>

== Closing a Work Order Due to No Responses ==
This is to be sent after sending the reminder email twice and there is still no response. The mentioned work order must be closed afterward.
<pre>
Hello [insert name here],

Thank you for choosing 24 Pin Technologies for your technology needs. We have made several attempts to contact you, and you did not respond. Since we have yet to hear back from you, we must close your work order. If you would like to reopen it, please revisit our website and fill out the support form. Thanks!

Respectfully,
24 Pin Technologies Team
</pre>

== Customer Satisfaction Survey ==
After a work order is successfully completed, send this when the work order is closed.
<pre>
Hello [insert name here],

Thank you for choosing 24 Pin Technologies to resolve your issue. We greatly appreciate your business and invite you to take a short [https://docs.google.com/forms/d/1qctPvELG0U_VkK9zzBuWbRJ66RHETHMxhx6SIAsMpMg/edit Customer Satisfaction Survey] to evaluate your recent interaction with our team. We want to put customer satisfaction first, and we would appreciate your input. We use the survey to evaluate our technicians, and will use your data to improve all future interactions with 24 Pin Technologies. Your assigned technician(s) was/were [enter name here]. We hope to work with you again!

Respectfully,
24 Pin Technologies Team
</pre>

== Follow-Up ==
One week after a work order is completed, send this to see how their device is doing.
<pre>
Hello [insert name here],
Thank you for choosing 24 Pin Technologies! We wanted to check in and see how your device is doing. If you would not mind, we have some questions for you.
Have you found our work satisfactory?
Are there any other issues that have come up?
We appreciate your business and your time.
Respectfully,
24 Pin Technologies Team
</pre>

== When Temporarily Closed ==
This template is to be used when we are temporarily closed for one reason or another.
<pre>
Hello [insert name here],

We are currently closed because [insert reason here]. We are currently unable to process your request, but we will get back to as soon as we are reponed!

Sincerely,
The 24 Pin Technologies Team
</pre>

Email Templates

2018-02-20T19:47:19Z

Sidepanel:

== Things To Keep in Mind ==
Please remember to send a courtesy copy of every email (CC) to Mr. Chamberlain at bchamberlain@musd20.org.
Remember to remain professional in every email you send, no matter how difficult the customer.
Always get permission in written form (usually by email) to take apart a device if you must.

== Initial Email ==
<pre>
Hello [insert client name],

I am [insert name here] from 24 Pin Technologies, I am contacting you about your [short description of issue].

We are ready to diagnose your device. Please respond to me with a time during which you may drop off your device. You may drop your device off during either lunch or seventh hour.

If possible, please provide a description of your issue, and also a description of your device, if you have yet to. [Optional Line]

Respectfully,
24 Pin Technologies Team
</pre>

== Reminder Email ==
This reminder email is to be sent after two business days with no response from the customer. Send this email twice before closing their work order.
<pre>
Hello [insert name here],

I just wanted to follow up with you about your [insert device here]. If you are still interested in doing business with us, please email me back as soon as possible. If we do not hear back from you within 2 business days, we will close your work order.

Respectfully,
24 Pin Technologies Team
</pre>

== Closing a Work Order Due to No Responses ==
This is to be sent after sending the reminder email twice and there is still no response. The mentioned work order must be closed afterward.
<pre>
Hello [insert name here],

Thank you for choosing 24 Pin Technologies for your technology needs. We have made several attempts to contact you, and you did not respond. Since we have yet to hear back from you, we must close your work order. If you would like to reopen it, please revisit our website and fill out the support form. Thanks!

Respectfully,
24 Pin Technologies Team
</pre>

== Customer Satisfaction Survey ==
After a work order is successfully completed, send this when the work order is closed.
<pre>
Hello [insert name here],

Thank you for choosing 24 Pin Technologies to resolve your issue. We greatly appreciate your business and invite you to take a short [https://docs.google.com/forms/d/1qctPvELG0U_VkK9zzBuWbRJ66RHETHMxhx6SIAsMpMg/edit Customer Satisfaction Survey] to evaluate your recent interaction with our team. We want to put customer satisfaction first, and we would appreciate your input. We use the survey to evaluate our technicians, and will use your data to improve all future interactions with 24 Pin Technologies. Your assigned technician(s) was/were [enter name here]. We hope to work with you again!

Respectfully,
24 Pin Technologies Team
</pre>

== Follow-Up ==
One week after a work order is completed, send this to see how their device is doing.
<pre>
Hello [insert name here],
Thank you for choosing 24 Pin Technologies! We wanted to check in and see how your device is doing. If you would not mind, we have some questions for you.
Have you found our work satisfactory?
Are there any other issues that have come up?
We appreciate your business and your time.
Respectfully,
24 Pin Technologies Team
</pre>

== When Temporarily Closed ==
This template is to be used when we are temporarily closed for one reason or another.
<pre>
Hello [insert name here],

We are currently closed becasue [insert reason here]. We are currently unable to process your request, but we will get back to as soon as we are reponed!

Sincerely,
The 24 Pin Technologies Team
</pre>

Mac Configuration

2018-02-15T19:54:09Z

Sidepanel: Created page with "daddy loves his imacs"

daddy loves his imacs

Laptop Carts

2018-02-14T20:09:14Z

Sidepanel: /* Receiving a Laptop Cart */

Laptop Carts

2018-02-14T20:08:55Z

Sidepanel: /* Working on a Cart and Tracking the Laptops */

== Receiving a Laptop Cart ==
When you receive any laptop cart that is to be worked on, document where the laptop cart is from, how many laptops there are, and what the name of the cart is. All of this information is important to take note of so we can track every laptop. Use a template such as the following to ensure all of the information is documented.
<pre>
Original Cart Location:
Amount of Laptops:
Blank Spaces (if applicable):
Name of Cart:
Type of Laptop:
</pre>

== Working on a Cart and Tracking the Laptops ==
Whenever a laptop cart is not being worked on, no laptops are to be left out. Every laptop must be put away in its slot in the cart, unless it is imaging. All other times, laptop carts must be put away in their spots so they may be found again. After all of the laptops are in their cart, lock the cart if possible. Take note of every laptop imaging as well, since they are to be left out. Double check at the beginning and end of each day that every laptop is still there.

Laptop Carts

2018-02-14T20:06:15Z

Sidepanel: /* Working on a Cart and Tracking the Laptops */

== Receiving a Laptop Cart ==
When you receive any laptop cart that is to be worked on, document where the laptop cart is from, how many laptops there are, and what the name of the cart is. All of this information is important to take note of so we can track every laptop. Use a template such as the following to ensure all of the information is documented.
<pre>
Original Cart Location:
Amount of Laptops:
Blank Spaces (if applicable):
Name of Cart:
Type of Laptop:
</pre>

== Working on a Cart and Tracking the Laptops ==
Whenever a laptop cart is not being worked on, no laptops are to be left out. Every laptop must be put away in its slot in the cart, unless it is imaging. All other times, laptop carts must be put away in their spots so they may be found again.

Laptop Carts

2018-02-14T20:06:00Z

Sidepanel: Created page with "== Receiving a Laptop Cart == When you receive any laptop cart that is to be worked on, document where the laptop cart is from, how many laptops there are, and what the name o..."

== Receiving a Laptop Cart ==
When you receive any laptop cart that is to be worked on, document where the laptop cart is from, how many laptops there are, and what the name of the cart is. All of this information is important to take note of so we can track every laptop. Use a template such as the following to ensure all of the information is documented.
<pre>
Original Cart Location:
Amount of Laptops:
Blank Spaces (if applicable):
Name of Cart:
Type of Laptop:
</pre>

== Working on a Cart and Tracking the Laptops ==
Whenever a laptop cart is not being worked on, no laptops are to be left out. Every laptop must be put away in its slot in the cart, unless it is dabberoni pepperoni imaging. All other times, laptop carts must be put away in their spots so they may be found again.

Email Templates

2018-02-14T19:39:58Z

Sidepanel: /* Things To Keep in Mind */

Email Templates

2018-02-14T19:39:27Z

Sidepanel: /* Things To Keep in Mind */

== Things To Keep in Mind ==
<pre>
Please remember to send a courtesy copy of every email (CC) to Mr. Chamberlain at bchamberlain@musd20.org.
Remember to remain professional in every email you send, no matter how difficult the customer.
Always get permission in written form (usually by email) to take apart a device if you must.
</pre>

== Initial Email ==
<pre>
Hello [insert client name],

I am [insert name here] from 24 Pin Technologies, I am contacting you about your [short description of issue].

We are ready to diagnose your device. Please respond to me with a time during which you may drop off your device. You may drop your device off during either lunch or seventh hour.

If possible, please provide a description of your issue, and also a description of your device, if you have yet to. [Optional Line]

Respectfully,
24 Pin Technologies Team
</pre>

== Reminder Email ==
This reminder email is to be sent after two business days with no response from the customer. Send this email twice before closing their work order.
<pre>
Hello [insert name here],

I just wanted to follow up with you about your [insert device here]. If you are still interested in doing business with us, please email me back as soon as possible. If we do not hear back from you within 2 business days, we will close your work order.

Respectfully,
24 Pin Technologies Team
</pre>

== Closing a Work Order Due to No Responses ==
This is to be sent after sending the reminder email twice and there is still no response. The mentioned work order must be closed afterward.
<pre>
Hello [insert name here],

Thank you for choosing 24 Pin Technologies for your technology needs. We have made several attempts to contact you, and you did not respond. Since we have yet to hear back from you, we must close your work order. If you would like to reopen it, please revisit our website and fill out the support form. Thanks!

Respectfully,
24 Pin Technologies Team
</pre>

== Customer Satisfaction Survey ==
After a work order is successfully completed, send this when the work order is closed.
<pre>
Hello [insert name here],

Thank you for choosing 24 Pin Technologies to resolve your issue. We greatly appreciate your business and invite you to take a short [https://docs.google.com/forms/d/1qctPvELG0U_VkK9zzBuWbRJ66RHETHMxhx6SIAsMpMg/edit Customer Satisfaction Survey] to evaluate your recent interaction with our team. We want to put customer satisfaction first, and we would appreciate your input. We use the survey to evaluate our technicians, and will use your data to improve all future interactions with 24 Pin Technologies. Your assigned technician(s) was/were [enter name here]. We hope to work with you again!

Respectfully,
24 Pin Technologies Team
</pre>

== Follow-Up ==
One week after a work order is completed, send this to see how their device is doing.
<pre>
Hello [insert name here],
Thank you for choosing 24 Pin Technologies! We wanted to check in and see how your device is doing. If you would not mind, we have some questions for you.
Have you found our work satisfactory?
Are there any other issues that have come up?
We appreciate your business and your time.
Respectfully,
24 Pin Technologies Team
</pre>

Email Templates

2018-02-14T19:37:53Z

Sidepanel: /* Things To Keep in Mind */