ITS 218 Chapter2 GroupWork CaseProjects - 1730 Words

Hawai`i Community College Information Technology (ITS) ITS 218 Help Desk Support Memo From: Ralph Aquino, Henry Cogo, Timothy Mederios, Steven Roysten To: Marjorie Hale-Fishman Date: 11/17/14 Re: Chapter 2 - Group Work: Case Projects - Due Sept 17, 2014 1) Case Project 1 2) Case Project 2 3) Case Project 4 4) Case Project 5 Case Project 1 1. An Email Reply for Bug- Free Software Limited You are a support agent for Bug-Free Software Limited, which develops customized software for businesses on a contract basis. You receive the following email message from a large client: We received the custom Visual Basic programs from your new programmer and installed them on our system last week. It was obvious from the first time we ran the programs†¦show more content†¦A logical and well-organized IT worker would be more effective for help desk, which requires a lot of problem solving. Although a worker may be of a certain personality type, that doesn’t mean they are not capable of doing things just as well as someone with a different type of personality. Case Project 4 4. Evaluate Vendor Support Web Sites Select three or more support Web sites from among the following hardware vendors: Apple (www.apple.com/support/hardware) Dell (support.dell.com) Gateway (support.gateway.com/support/default.asp) Hewlett-Packard (www8.hp.com/us/en/support-drivers.html) Lenovo (consumersupport.lenovo.com) Sony (esupport.sony.com/perl/select-system.pl) Toshiba (www.csd.toshiba.com/cgi-bin/tais/su/su_sc_home.jsp) You may substitute other hardware manufacturers you are familiar with if you wish. Compare and evaluate each vendor’s support Web site using the customer support criteria discussed in this chapter. Limit your evaluation to the support home page and perhaps one level below the home page. Address questions such as: 1. How easy or difficult is it to find information about a specific model? Dell – Very easy. All dells come with a service tag , 6 letters and numbers that you input into their support site to find ALL information about that model. Apple - similar to dell. Input your serial number on their support site and it brings you