APU TA Training Manual (JUNE 2013)

A.P.U. Technical Assistant Support Team Attachment Program Training Manual Name: ___________________________________ Mentors’ Names: _________________________ Godfather/mother’s Names: ______________ Group No.: _______________________________

A.P.U. Technical Assistant Support Team Attachment Programme Training Manual

Table of Contents 1.0

Introduction............................................................................................................................................... 4

1.1

Technology Services Functional Organization Chart ......................................... 4

1.2

A.P.U. Technical Assistant Support Team Organization Chart ....................... 5

2.0

Code of Conduct ....................................................................................................................................... 6

2.1

Purpose of Code of Conduct ........................................................................................... 6

2.2

General Principles ............................................................................................................... 6

2.3

Professional Dress Code ................................................................................................... 6

3.0

Job Scope of the Board Members..................................................................................................... 7

3.1

Lab Chief & Assistant Lab Chief .................................................................................... 7

3.2

Secretary .................................................................................................................................. 7

3.3

Admin Department ............................................................................................................. 7

3.4

Hardware Department ...................................................................................................... 7

3.5

Software Department ........................................................................................................ 7

3.6

Corporate Training Department .................................................................................. 7

3.7

Human Resource Department ....................................................................................... 7

4.0

Daily Operation Routines .................................................................................................................... 8

4.1

Computer Labs Startup and Shutdown Operation .............................................. 8

4.2

Printing Counter Facilities .............................................................................................. 8

4.3

Inventories Management ................................................................................................. 8

4.4

Lab Reservation System ................................................................................................... 9

4.5

Lab PC Login, Webmail & Webspace Management ............................................. 9

4.6

Lab PC Login Troubleshooting ...................................................................................... 9

4.7

Quality Control (QC) ........................................................................................................... 9

4.8

Student ID and Formal Attire...................................................................................... 10

4.9

Telephone System ............................................................................................................ 10

4.10 Cloudmail System ............................................................................................................. 10 4.10.1

E-mail Signature ................................................................................................................. 10

4.10.2

Duty Request ........................................................................................................................ 11

4.10.3

Helpdesk Update ................................................................................................................ 12

4.10.4

P-Counter Update .............................................................................................................. 13

4.10.5

Rounding Update ............................................................................................................... 14

4.10.6

QC Update .............................................................................................................................. 14

A.P.U. Technical Assistant Support Team

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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual 5.0

Summary of TA Duties ....................................................................................................................... 17

5.1

P-Counter (TPM & Mines) ............................................................................................ 17

5.2

Rounding (TPM & MINES)............................................................................................ 17

5.3

Helpdesk (TPM) ................................................................................................................ 17

5.4

QC (TPM, ENT3, MINES & SCP) .................................................................................. 18

5.5

Rounding & QC (SCP) ...................................................................................................... 18

6.0

Appendix .................................................................................................................................................. 19

6.1

General Meeting Absent Letter .................................................................................. 19

6.2

Duty Release and Replacement Form ..................................................................... 20

6.3

Duty Quota Letter ............................................................................................................. 21

6.4

Personal Claim Form....................................................................................................... 22

6.5

Special Task Claim Form (White Form) ................................................................ 23

7.0

Notes .......................................................................................................................................................... 24

7.1

Problem Solving ................................................................................................................ 25

7.2

Daily Operation Routines.............................................................................................. 26

7.3

Hardware Skills ................................................................................................................. 29

7.4

Quality Control (QC) Skills ........................................................................................... 31

7.5

Software skills .................................................................................................................... 33

7.6

Administrative Skills ....................................................................................................... 36

7.7

Corporate Training .......................................................................................................... 40

7.8

Corporate Training Sessions Attended .................................................................. 42

7.9

Communication Skills ..................................................................................................... 43

7.8.1

Technical Assistants .............................................................................................................. 43

7.8.2

Technology Services Staff .................................................................................................... 47

7.10 Learning Logs ..................................................................................................................... 48


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1.0 Introduction A.P.U. Technical Assistant Support Team is grouped by A.P.U.’s students and lead by Technology Services (TS) Department. As a Technical Assistant (TA), the person has been trained to assist in supporting the daily operational activities of the computer labs, the areas of the end user support, software and hardware installation, lab maintenance and student lab enquiry services which are provided by A.P.U..

1.1 Technology Services Functional Organization Chart


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1.2 A.P.U. Technical Assistant Support Team Organization Chart


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2.0 Code of Conduct 2.1 Purpose of Code of Conduct The purpose of code of conduct is to provide Technical Assistants with guidance on the standards of behavior expected of them in performing their duties of employment and in their dealings with other Technical Assistants, students, staffs and any other member of A.P.U

2.2 General Principles All general and academic employees have a responsibility to:    

Respect and uphold the good name of the University. Treat other employees and students with fairness, courtesy, respect and without discrimination. Act honestly, avoiding situations which may give rise to a conflict of interest or the perception of such a conflict. Carry out their duties in a professional, responsibilities and diligent manner.

2.3 Professional Dress Code We are looking forward to see our Technical Assistants with professional dressing all time in A.P.U. Following are some guidance of what kind of dressing code we expect from Technical Assistant:Required Men’s Clothing -

Shirt (tucked-in) (if long sleeve shirt, do not fold up the sleeves) Necktie Formal belt Long pants Slacks Black formal shoes

Required Ladies’ Clothing -

Blouse Skirt Long pants Slacks Sandals High heels


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3.0 Job Scope of the Board Members The Board Members consist of the Lab Chief, Assistant Lab Chief, Secretary and the five main departments. Each department consists of a head who leads the department with the help of assistant(s). The following are the job scopes of the Board Members.

3.1 Lab Chief & Assistant Lab Chief The Lab Chief and Assistant Lab Chief are the top positions in the Hierarchy of Technical Assistant Team that act as the intermediary between Technology Services (TS) and Technical Assistants (TAs) in terms of communication channel. According to the flow of hierarchy, TS will distribute the job task to the Lab Chief or Assistant Lab Chief, and then they will manage it and distribute the task to the TAs. They will report to TS once the task is done.

3.2 Secretary The Secretary has the responsibility to assist the Lab Chief and Assistant Lab Chief. However, the Secretary concentrates more on documentation and monitoring the Admin Department.

3.3 Admin Department Admin Department is responsible for all the documentation in the TA team, which are under the supervision of the Secretary.

3.4 Hardware Department Hardware Department is responsible for all the computer equipment within A.P.U.

3.5 Software Department Software Department is responsible for all the copyright issues of software and maintaining the software in the computer labs of A.P.U.

3.6 Corporate Training Department Corporate Training Department is responsible for preparing classes that will be used for training purposes. The conducted classrooms will be located in Mines and also some specific labs in TPM based on the requirements.

3.7 Human Resource Department Human Resource Department is responsible for the process of acquiring and appraising Technical Assistants.


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4.0 Daily Operation Routines 4.1 Computer Labs Startup and Shutdown Operation One of the main responsibilities of TAs is the opening and closing of the computer labs. This task is usually done by the Shift 1 and Shift 6 rounders on duty. All labs have to be opened before the morning classes at 8:30am, therefore requiring the TAs to be present and on duty at 8:15am to open the labs. The closing of the labs however, must follow their own specific operational hours. In TPM, all labs have to be closed at 7:00pm with the exception to Lab 3 and 4 which are closed at 9:30pm as well as Corporate Training classes being held in the lab itself. In MINES, the closing time is 8:00pm and in SCP, it is 5:00pm. If the lab itself is empty and it is approaching the end of operational hours, rounders can go ahead and begin turning off the lab early.

4.2 Printing Counter Facilities Another responsibility of TAs is managing printing and scanning services at the Resource Lab a.k.a. P-Counter. This task is done by the TA on P-Counter duty. All printers are able to print both coloured documents as well as black and white documents. The students need only to change the printer’s properties of their document to grayscale if they want it to be in black & white document, because by default the printers will print out in colour. Additionally, scanning services are free and available by using the printer/scanner located next to the Resource Lab PC. The TA must ensure that all print jobs are done smoothly, at the same time providing free scanning services to the student. The TA must also readily help those students who have printing problems. If there are faulty pages and/or lab documents which are unpaid, it has to be keyed in under the Faulty Pages Log which can be found in the Resource Lab PC.

4.3 Inventories Management All inventories such as projectors, speakers, QC laptops, printer toners, CDs, tools and equipment have to be listed in the loaning log that is available in Helpdesk. The TA on Helpdesk duty is responsible for verifying any inventories loaned and returned. This is an important step to keep track of the inventories and preventing lost of items. Projectors are available to loan out to students and lecturers for the events held in the TPM foyer or other purposes IF AND ONLY IF they acquired permission from the Technology Services staff. For loaning projectors, the TA on Helpdesk duty has to send two e-mails to inform all TAs – one when it is loaned out and another when it is returned.


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual On the other hand, whenever a TA changes toner for a printer in the P-Counter, he/she must send an e-mail to update everyone about the remaining stock of printer toners, drums, fusers and belts. The same goes to the Helpdesk person when the vendor delivers additional stocks.

4.4 Lab Reservation System Preparing lab reservation schedules for all labs is done by Shift 6 TA on Helpdesk duty in TPM and TA on P-Counter duty in MINES. The purpose of this task is to let students and lecturers check the lab status on a particular time slot whether there is a class going on or it is available for students. After the lab schedules are printed, the rounders on duty change the lab schedules shown at the front of the lab doors.

4.5 Lab PC Login, Webmail & Webspace Management Lab PC login and Student Webmail are under one account. If a student is unable to login to the lab PC, the TA can check by logging in to the Webmail. Similarly, if a student is unable to login to his/her Webmail, the TA can check by logging in to the lab PC. If the result shows that both accounts are unable to login, the TA should go to the Active Directory via the Helpdesk PC, search for the student ID and reset the password. For Webspace account however, a student is able to reset his/her password by clicking on the “Forgot password” link on the Webspace login screen. The new password is then sent to the student’s Webmail. Another alternative solution is by asking one of the Technology Services staff to resent the Webspace password. If the student’s Webspace account is locked, the student currently has some outstanding payment with the Administration and should be instructed to go to the Administration Office at the Ground Floor for further clarification.

4.6 Lab PC Login Troubleshooting Unable to login to the lab PC is one of the main problems faced by students. This can occur due to many reasons, such as the PC problem, account problem, and network problem. For PC problems, the PC needs to be checked to see if it is in working condition. For account problems, the TA needs to check if the student is keying in the correct student ID and password, whether the account exists or is disabled. Lastly for network problems, the TA needs to check if the PC has a stable internet connection and if the PC is connected to the Techlab domain.

4.7 Quality Control (QC) There is QC duty in TPM, ENT3, MINES as well as SCP. The TA who is on QC duty has to bring a QC laptop to check the IT equipment in every classroom in the building. The TA should also note down the QC results in a QC sheet. If there is any problem, the TA should solve it immediately. In the event that the problem cannot be solved, the TA must inform the next QC person and also send an e-mail to inform every TA.


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4.8 Student ID and Formal Attire Checking the student ID of students in the lab area is every TA’s responsibility. The purpose is to make sure that the users of A.P.U. IT facilities are students of the university. Moreover, as long as it is before 6pm, students must also wear formal attire when they are in the lab area. If a student fails to display his/her Student ID, or fails to wear formal attire, the TAs have the right to ask them, in a polite and professional manner, to leave the lab area.

4.9 Telephone System A list of the extension numbers of all A.P.U. staff is available in the P-Counter and Helpdesk. The TAs can refer to the list to know all the important extension numbers such as the Technology Services staff, Logistics, Accounts & Finance, Helpdesk, P-Counter and so on. The TA on P-Counter or Helpdesk duty should always pick up and transfer calls in a polite and professional manner.

4.10 Cloudmail System TAs uses the Cloudmail (https://login.microsoftonline.com) to send important updates regarding the problems in the lab area and classrooms, often after they finish their duty on every Shift. The following are the guidelines one should observe while sending emails across the A.P.U. Technical Support Team. It is very IMPORTANT to follow the guidelines strictly as it may affect how others receive the e-mails. 4.10.1 E-mail Signature Your email signature MUST contain your name, mobile number and intake code as shown below. Best regards, Wei Siao Ping 016-343 5598 UC2F1205IT

However, if you are on semester break please indicate that in your signature too as shown below. Always remember to update your latest intake status at your signature. Best regards, Wei Siao Ping 016-343 5598 *Semester Break*


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual 4.10.2 Duty Request This is sent every week where TAs request duty for the following week. Duty Requests should be sent to Admin and Cc to HR and the Lab Chief. The time to send duty request is from Friday 8:00pm to Saturday 2:00pm. Duty Requests sent outside this time period will be ignored, unless a reason is stated. Duties are assigned on a first-come-first-serve basis. In the event when the Cloudmail server is down, TAs will have to send their duty request to the TA Backup Gmail ([email protected]) instead.

Send to: [email protected] Cc: [email protected] ; [email protected]

Subject:

(for TAs)  [TA] Duty Request for the Week of 10062013 (for Trainees)  [TRAINEE] Duty Request for the Week of 10062013

Dear Admin,

I would like to request duty for the week 10th June 2013 as follows: Monday Tuesday Wednesday Thursday

(10062013): S2 (11062013): S1 & S6 (12062013): S2 – S5 (13062013): S3 & S5-S6

Thank you. Best regards, Wei Siao Ping 016-343 5598 UC2F1205IT


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual 4.10.3 Helpdesk Update Helpdesk updates in relation to the Helpdesk (any issues regarding projectors and loaning of equipment) are to be addressed in the format as follows. The e-mail should be sent to every TA and Cc to the TS staff that is in charge of the computer labs.

Send to: [email protected] Cc: [email protected] Subject: [LAB] Helpdesk Update S2 22052013

Dear all, Projector APU-INFOCUS-001 was loaned out by a student named Yap Yong Yao for Wushu Club event at foyer. Kindly retrieve the projector back at S5 today. Projector APU-INFOCUS-002 and one projector screen have been retrieved to the Helpdesk from the “Yemeni Cultural Night” event at the foyer. Best regards, Wei Siao Ping 016-343 5598 UC2F1205IT


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual 4.10.4 P-Counter Update P-Counter updates in relation to the P-Counter (any issues regarding printers and A4 paper) are to be addressed in the format as follows. The e-mail should be sent to every TA and Cc to the TS staff who is in charge of printers. If a toner is changed in a printer, the TA on duty should print the Print Configuration Report of the printer, scan it and attach it to the e-mail updates. If a printer is having printing problems, attach an example of bad print job too if there is any. Send to: [email protected] Cc: [email protected] (if there is printer related issues such as: Changed of Toner, Drum, Belt and printer’s faulty) Subject: [LAB] P-Counter Update S2 22052013 Dear all, 20 reams of A4 paper have been collected during S1 today. Current A4 stock is: 25 reams. The black toner was changed in PS1 during Shift 2 today (22/05/2013). Attached above is the printer configuration report for PS1. The remaining stock of: Toner Black - 3 Cyan - 2 Magenta - 2 Yellow - 2 Drum Black - 0 Cyan - 1 Magenta - 1 Yellow - 1 Belt Stock - 1 Fuser Stock - 0 PS3 is currently switched off due to having printing problems. Attached above is the print job done by PS3. Best regards, Wei Siao Ping 016-343 5598 UC2F1205IT


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual 4.10.5 Rounding Update Rounding updates in relation to the Labs and Presentation Rooms (any issues regarding machines and chairs) are to be addressed in the format as follows. Send to:

Cc:

[email protected]; software@ cloudmails.apu.edu.my (if there is software related issues); hardware@ cloudmails.apu.edu.my (if there is hardware or network related issues)

[email protected] (TPM Rounding) OR [email protected] (MINES rounding)

Subject:

(TPM Rounding)  [LAB] Rounding Update S2 24052013 (MINES Rounding)  [MINES] Rounding Update S2 24052013

Dear all, This is the rounding update for Shift 3 today (24/05/2013). PC Name [pending / solved] Problem: … Troubleshoot: …

4.10.6 QC Update QC updates in relation to the Classrooms Quality Controlling (any issues concerning projectors, VGA cable, LAN cable, Wi-Fi, drawers, etc.) are to be addressed in the format as follows. Send to: Cc:

[email protected] ; [email protected]

[email protected] (TPM & ENT3 QC) OR [email protected] (MINES QC) OR [email protected],.edu.my (SCP QC)

Subject:

(TPM QC)  [TPM] QC Update S5 25052013 (ENT3 QC)  [ENT3] QC Update S5 25052013 (MINES QC)  [MINES] QC Update S5 25052013 (SCP QC)  [SCP] QC Update S1-S5 25052013

Dear all, This is the QC update for Shift 5 today (25/05/2013). Classroom Name [pending / solved] Problem: … Troubleshoot: …


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual Note: 1. “SCP QC Update” should include all updates in SCP and is sent at the end of each working day. The subject of the e-mail should be: [SCP] QC Update S1-S5 22052013

The body of the e-mail should be divided into 2 parts: a. Classroom QC (any issues in classrooms, e.g. speakers, projectors) b. Lab QC (any issues in labs, e.g. PCs, headsets) 2. “MINES P-Counter Update” should include ALL updates in MINES and is sent at the end of each working day by the TA on P-Counter duty ONLY. Which means only one email is to be sent for all of the updates in Mines at the end of S6. The subject of the e-mail should be: [MINES] P-Counter Update S1-S6 23052012

The body of the e-mail should be divided into 3 parts: a. P-Counter (any issues in P-Counter, e.g. A4 paper, printer toners) b. Rounding (any issues in labs) c. QC (any issues is classrooms)

3. If the remaining number of A4 paper reams left in the P-Counter is 10 or less, the TA on duty should send an e-mail to the Admin ONLY and request for more A4 paper reams. The e-mail subject still remains the same.

4. For the following forms (please refer to 6.0 Appendix), TAs are required to get the signatures first before scanning and sending an e-mail with respective e-mail subjects to HR at [email protected] a. General Meeting Absent Letter Subject  [HR] GM 25052013

b. Duty Release and Replacement Form Subject  [HR] Duty Release S5 25052013

c. Duty Quota Letter Subject  [HR] Duty Quota Letter August


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5. If a TA is late for duty, the TA must send an e-mail to HR and state the reason for being late. a. Subject  [HR] Late for Duty S1 25052013

6. If a TA is on duty but is unable to perform the duty due to an emergency case, the TA must send an e-mail to HR and state the reason. a. Subject  [HR] Unable to Perform Duty S6 25052013

7. If a TA on duty miss the time to sign-in into his/her shift due to he/she was helping out with some stuff, the TA must send an e-mail to lab chief, assistant lab chief, secretary and cc to HR with the following subject and state the appropriate reason. a. Subject  [PAYROLL] Sign In Late S1 25052013


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5.0 Summary of TA Duties 5.1 P-Counter (TPM & Mines)          

Ensure all printers are up and running Ensure all printers have sufficient amount of papers for printing Keep track of A4 paper stock in the Tracking Sheet for Lab Stationery Provide free scanning services for students and staff Pick up and transfer calls in a polite and professional manner Update Toner Stock in both email and Helpdesk Tracking Log once a toner is changed. Print out QC templates and send to [email protected] with correct email subject. (Shift 6) TA on duty get signature from TS staff for Daily Activity Checklist of previous day S6 and TPM and ENT 3 QC form. (Shift 1) Keep track of all the equipment and verifies the inventories loaning logs (MINES) Prepare lab schedules (MINES)

5.2 Rounding (TPM & MINES)         

Open and close the computer labs (Shift 1 & 6) Keep the lab area clean Ensure all lab PCs are in working condition Arrange the lab’s PC and chair neatly Change the lab schedules on the lab doors (Shift 6) Deploy projectors or laptops when needed Provide assistance to students, lecturers, and Technology Services staff Fill in the Daily Activity Checklist which is in the P-Counter Get the Daily Activity Checklist verified by TS staff

5.3 Helpdesk (TPM)        

Provide assistance to students and lecturers Pick up and transfer calls in a polite and professional manner Reset student’s password when they are unable to login to the lab PC’s Keep track of all the equipment and verifies the inventories loaning logs Keep track of Helpdesk Duty Log and Helpdesk Call Log Check if all the tools and CDs are returned (Shift 6) Prepare lab schedules (Shift 6) Keep the Helpdesk clean


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5.4 QC (TPM, ENT3, MINES & SCP)        

Check if the LAN cable, VGA cable and projector are in working condition Check if the internet LAN connection and Wi-Fi connection are available Conduct speedtest on the Wi-Fi connection Check the projector lamp hours Check the projector screen and drawer’s condition Ensure all auditorium’s battery is fully charged (Shift 1) Ensure L1-9’s battery is fully charged (Shift 1 / Shift 5) Replace Auditorium 1, 2, and 3’s microphone battery with fully charged battery. (Shift 6)

5.5 Rounding & QC (SCP) Only ONE TA is assigned to SCP for the entire day. The TA is responsible for performing rounding and QC of the computer labs and classrooms in the APU Learning Centre (ALC).


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6.0 Appendix 6.1 General Meeting Absent Letter


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6.2 Duty Release and Replacement Form


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6.3 Duty Quota Letter


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6.4 Personal Claim Form


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6.5 Special Task Claim Form (White Form)


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7.0 Notes We would like to remind you on a few things: 

Please refer to your mentors before referring to the Board Members if there are any questions or doubts on this training manual.



Please make full use of the learning logs area given at the end of this training manual as it will be taken into account in the final evaluation.



Try to keep your training manual as neat as possible. The tidiness of your training manual will reflect your personality which is also taken into account in the final evaluation.


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7.1 Problem Solving The figure below shows the procedure of solving a problem encountered:-


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7.2 Daily Operation Routines Subject Computer Labs Startup Operation (1st Shift)

Query - Know the detailed procedures to open the labs.

Computer Labs Shutdown Operation (6th Shift)

- Know the detailed procedures to close the labs.

Response

Signature & Date

- Know the time to open the labs.

- Know the time to close the labs. - Things to be careful of when closing the labs.

A.P.U. IT Resource Lab Management

- Specify the types of facilities that A.P.U. provides in the A.P.U. IT Resource Lab. - Specify the procedures for a student to print in A.P.U. IT Resource Lab. - Specify the procedures in handling the printing using Express-Counter and when is it used. - Specify the responsibility of a TA when he/she is managing the Resource Lab.


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual - List some common area of problems and specify the troubleshooting steps. Inventory Management

- Specify the name and use for the folders regarding inventory management. - Specify the procedure to acquire replacement toners.

Loan Equipment Management

- List the equipment that A.P.U. loans out to students. - Specify the procedures for a student to loan equipment. - Specify what log will be use when student want to borrow the equipment. Know what the purpose of the log and specify how to fill in the log.

Computer Lab Reservation System

- Know how to use the reservation system. - Specify the steps to prepare a lab for class session.


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual Lab PC Login, Student Webmail and Webspace Management

- Specify how to help students who have problems accessing the system.

PC Login Troubleshooting

- Know how to reset a student’s password if he/she is unable to login to the PC.

Telephone System

- List the Technology Services staff telephone extensions.

- Know who to approach if the lecturers have problems accessing the system.

- List the Logistics telephone extensions. - List the Accounts & Finance telephone extensions. - List the Resource Lab and Helpdesk telephone extensions. - Specify the steps to answer a phone call politely and in a professional manner. - Specify the steps to transfer a call.


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual Student ID and Formal Attire

- Specify the reason A.P.U. stresses on students to display their Student ID at all times. - Specify how to ask students to display their Student ID when they are in the lab area. - Specify how to ask students who are not wearing formal attire to leave the lab area.

Helpdesk

- Specify the importance of Helpdesk Duty Log - Specify the importance of Helpdesk Call Log

7.3 Hardware Skills Subject Procedure in Changing PCs

Query

Response

Signature & Date

- Know what to be aware of when taking off PCs from the lab. - Know the person to inform if there is any movement of PCs. - Know the procedure when deploying PCs into labs.


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual Procedure in Handling Hardware

- Know the proper way to handle a RAM. - Know the proper way to handle a hard disk drive. - Know the proper way to remove the hardware inside of a PC casing.

Replacement Hardware and Tools

- Know where to find replacement for each particular hardware. - Know what kind of tools is required to remove the hardware.

Lab PCs

- Name and differentiate the PC models in every lab.

System Unit

- List the components or devices in a system unit. - List the minimum components or devices that are needed in order to boot up the PC.

Power Supply Unit

- Explain the importance of a Power Supply Unit. - Know how to start and test a Power Supply Unit without plugging in to the motherboard.


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual Storage Device and Storage Media

- Differences between HDD and SSD - Know how to connect 2 HDD in one cable. - Know how to remove a CD from a malfunctioning CD-ROM.

Components in system unit (Processor, RAM, Motherboard)

- Know how to install various types of processors and RAMs on the motherboard. - State the common problems that might cause the BIOS to produce “beep” sound. - Know how to clean the pins of RAM or other extended devices (e.g.: graphic card, sound card).

7.4 Quality Control (QC) Skills Subject QC Laptop

Query - Know where and how to get a QC laptop to perform classroom QC.


Response

Signature & Date

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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual QC Procedure (Internet)

- Specify the procedure for doing QC on the internet connection in a classroom. - State the gateway for classroom LAN connection.

QC Procedure (Projector)

- Know the correct way to turn on and off a projector. - Know how to check whether the remote control is functioning.

- Know how to check the lamp hour for different models of projectors. - List the maximum lamp hour for different models of projector. - List the projector model available in TPM and Mines

Troubleshooting

- State the commonly faced problem in classrooms and how to troubleshoot each of them. - Explain the difference between “Extended” and “Duplex” display settings.


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual - Specify the signal source settings in a projector.

7.5 Software skills Subject General

Query

Response

Signature & Date

- Name 5 examples of Microsoft products used in the labs. - Name the antivirus software that the lab PCs are using. - List some commonly used software in the lab PCs and its functions. - What is labview?

Mass Deployment

- Name the software that is used for mass deployment. - State one advantage and one disadvantage for this method of deployment. - Name the two most frequently used techniques for mass deployment.

Joining Domain

- State the full domain address used in the lab PCs.


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual - Explain the situation where rejoining the domain is necessary. - List out the steps for rejoining the domain. Windows Disk Protection

- Specify the types of software used to rollback changes on a hard disk. - State the reason of deploying this software in the lab. - Specify how to use the software mentioned above.

Active Directory

- Explain the need to access the active directory. - Specify the procedure to reset a student’s password.

Install Server

- Name the install server and state its IP address. - Explain the usage of the server. - Explain how to access install server.

Mapping Network Drive

- Explain what mapping network drive is. Specify the procedures to map a network drive. - Give an example of a network drive used in the labs.


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual Startup Folder

- Explain the functionality of the startup folder. - State the location containing the startup folder. - List the batch files located in the startup folder and specify their functions.

MSTSC

- Explain what MSTSC stands for and its usage.

Miscellaneous

- Elaborate the steps to enable or disable auto login via the registry editing in Windows. - Elaborate the steps to enable pressing Ctrl + Alt + Delete before logging on. - List all the shared software hosted on a server which can be run by the PCs in the lab over the network.


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7.6 Administrative Skills Subject Duty Request

Query - Know when and how to make duty request.

Response

Signature & Date

- Specify whom to send the duty request to. Duty Release and Replace Form

- Know the purpose of Duty Release and Replace Form and how to use it. - Know how to fill in the Duty Release and Replace Form. - Know who should sign and approve the Duty Release and Replace Form.

TA General Meeting Absent Letter

- Know the purpose of the General Meeting Absent Letter. - Know who should sign and approve the General Meeting Absent Letter. - Know when and whom to submit the General Meeting Absent Letter to.


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual Duty Quota Letter

- Know the purpose of Duty Quota Letter. - Know who should sign and approve the Duty Quota Letter. - Know when and whom to submit Duty Quota Letter to.

Technical Assistant Payroll System

- Know the purpose of Technical Assistant Payroll System. - Know when and how to use the payroll system. - Know the person in-charge of the TA payroll system.

Form Folder

- Know the purpose of Form Folder. - List all the forms available in the Form Folder.

Lab Operation Daily Activity Checklist

- Know the purpose of Daily Activity Checklist. - Know how to fill in the Daily Activity Checklist. - Know who to verify after finishing the tasks in Quality Control Checklist.


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual - Know what extra tasks to be carried out on respective duties at different shifts. Presentation Room Checklist

- Know the purpose of Presentation Room Checklist. - Know how to fill in the Presentation Room Checklist. - Know who to verify after finishing the tasks Presentation Room Checklist.

Quality Control (QC) Checklist

- List how many QC Checklists that we have. - List out the items found in each of the QC Checklist. - Know the purpose of QC Checklist. - Know how to fill in the QC Checklist. - Know who to verify after finishing the tasks in Quality Control Checklist.

Tracking Sheet for Lab Stationery

- Know the purpose of Tracking Sheet for Lab Stationery. - Know how to fill in the Tracking Sheet for Lab Stationery.


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual Stock Requisition

- Know the minimum stock to make stock requisition. - Know how to make stock requisition. - Specify the time for retrieving stock from the Accounts and Finance department. - Specify the procedure after collecting stock.

Lost & Found Items Form

- Know the purpose of the Lost & Found Items Form. - Know how to fill in the Lost & Found Items Form.

Printer Usage Log Folder

- Know the purpose of Printer Usage Log folder. - Know when and how to print out the Printer Configuration Report.

Printing Authorization Form

- Know the purpose of Printing Authorization Form. - Know who should fill in the Printing Authorization Form.

Faulty Pages Log

- Know where the softcopy of the Printer Faulty Pages Log is.


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual - List the 3 sheets available in Faulty Pages Log and when to use it. - Know how to fill in the Faulty Pages Log and where to save it. - Specify what the naming/format of Faulty Pages Log to save is.

7.7 Corporate Training Subject General

Query - Know where the corporate training rooms are located.

Response

Signature & Date

- Know about the duties and responsibilities of the Corporate Training Department. - Know the responsibilities of the room leader during a Corporate Training session. Creating Images

- Know who to collect the software requirements from. - Know where to get the software needed for creating image. - Know about the three main rules to follow when creating an image.


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- Know how to create image using the ghost server console. Image Deployment

- Know the proper steps to restore image created in the ghost server. - Know how to perform simple troubleshooting during ghosting.

After Installation

- Name the software needed to be run on every PC after image deployment. - Know what to check and QC after every installation.

Extra Information

- Know how to use a KVM switch. - Know the difference between straight and crossed cable. - Know how to crimp cable. - Know the difference between a hub and a switch. - List the problem and solutions that might be faced during a Corporate Training session.


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7.8 Corporate Training Sessions Attended This table is for you to keep track of the Corporate Training sessions that you have participated in. Please fill in the information of the Corporate Training sessions that you have completed. The signature column can only be signed by Technology Services, Head or Assistant of Corporate Training Department. No.

Session

Description

Acknowledged Date

Signature by Verifier

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.


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7.9 Communication Skills 7.8.1 Technical Assistants You are required to meet with all your colleagues individually, have a short chat and find out more about him/her. Their signatures are required as a proof that you have met with them. Name

Personal Information

Notes

Acknowledgement

Abdullahi Suleiman Abbas Aisuluu Kasymova

Alfredo Putra Damari

Ali Awais Angeline Chew Mun Yoke Arumia Hartanti Prameswary Belvinder Singh A/L Gurchan Singh Catherine Liong Siwe Tiu Chan Xin Wei

Chan Xiong Yan

Cheong Gze Xie

Chin Wai Keng

Choo Jun Hoong

Functional Unit: Technology & Innovation Document Name: A.P.U. Technical Support Team Last Updated: 31st May 2013

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Name


Notes

Acknowledgement

Chuah Cheng Jun Daniel Nderingo Pallangyo Deneshweren S/O Mohanadas Frenando Ansari Gunaseelan Ramachandran Hans Tjipto Febrianto

Hassan Nasri

Ian Coushanga

Igor Ryaskov Jacky Lai Choon Huey Kavier Koo

Kishan Pradip Doshi

Ku Wei Xiong

Kisnain Haneol

Lau Cong Yi


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Name


Notes

Acknowledgement

Lee Chun Tat

Lee Hen Yi

Liew Jun Tung

Lim Chun Feng

Lim Jun Hong

Lim Kok Yong

Mukti Supradi Rajini Mohan A/L Elanjselvan Rudy Irawan

Shum Mei Leng

Siew Kitt Yeang

Sultan Idrees Toor

Tan Jun Ooi

Tan Li Teen

Tanaka Matizha


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Name


Notes

Acknowledgement

The Hock Keong

Wei Siao Ping

Wong Hui Chee

Wong Tze Yiin

Wong Wan Cin


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A.P.U. Technical Assistant Support Team Attachment Programme Training Manual 7.8.2 Technology Services Staff You are required to meet with the staffs of the Technology & Innovation stated below and introduce yourself as a new Technical Assistant trainee. Their signatures are required as a proof that you have met with them. Name


Acknowledgement & Advice

Buntaran Lawrence Darryl Kok Wei Jun Faisal Hasan Khairul Anam Sabarudin Kogulabalan A/L Samadar Mohd. Faizul bin Md. Isa Mohd. Nubairi bin Abdul Mutalib Muhammad Hasan Rasodin B. Ramudin Siavash Kazemi Usman Hashmi Vivegan Kalidas


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7.10 Learning Logs Date


Learning Notes

Acknowledgement

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Learning Logs Date


Learning Notes

Acknowledgement

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Learning Logs Date


Learning Notes

Acknowledgement

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Learning Logs Date


Learning Notes

Acknowledgement

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Learning Logs Date


Learning Notes

Acknowledgement

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Learning Logs Date


Learning Notes

Acknowledgement

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Learning Logs Date


Learning Notes

Acknowledgement

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Learning Logs Date


Learning Notes

Acknowledgement

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Learning Logs Date


Learning Notes

Acknowledgement

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Learning Logs Date


Learning Notes

Acknowledgement

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APU TA Training Manual (JUNE 2013)

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