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

A.P.U. Technical Assistant Support Team of 57

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



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



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



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



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



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.



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.



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.



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.

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 UC2F1205IT

Best regards, Wei Siao Ping 016-343 5598 *Semester Break*

https://login.microsoftonline.com/



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 (10062013): S2

Tuesday (11062013): S1 & S6

Wednesday (12062013): S2 – S5

Thursday (13062013): S3 & S5-S6

Thank you.

Best regards,

Wei Siao Ping

016-343 5598

UC2F1205IT

mailto:[email protected]



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



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



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.

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: [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)

Cc: [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: …

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

Cc: [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: …



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




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



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




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).



6.0 Appendix

6.1 General Meeting Absent Letter



6.2 Duty Release and Replacement Form



6.3 Duty Quota Letter



6.4 Personal Claim Form



6.5 Special Task Claim Form (White Form)



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.



7.1 Problem Solving

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



7.2 Daily Operation Routines

Subject Query Response Signature & Date

Computer Labs

Startup Operation

(1st Shift)

- Know the detailed procedures to

open the labs.

- Know the time to open the labs.

Computer Labs

Shutdown Operation

(6th Shift)

- Know the detailed procedures to

close 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.



- 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.



Lab PC Login,

Student Webmail

and Webspace

Management

- Specify how to help students who

have problems accessing the system.

- Know who to approach if the

lecturers 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.

- List the Logistics telephone

extensions.

- List the Accounts & Finance


- List the Resource Lab and Helpdesk


- Specify the steps to answer a phone

call politely and in a professional

manner.

- Specify the steps to transfer a call.



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


Procedure in

Changing PCs - 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.



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.



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


QC Laptop - Know where and how to get a QC

laptop to perform classroom QC.



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.



- Specify the signal source settings in

a projector.

7.5 Software skills


General - 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.



- 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.



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.



7.6 Administrative Skills


Duty Request - Know when and how to make duty

request.

- 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.


the General Meeting Absent Letter.

- Know when and whom to submit the

General Meeting Absent Letter to.



Duty Quota Letter - Know the purpose of Duty Quota

Letter.


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.



- 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.


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.


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.



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.



- 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


General - Know where the corporate training

rooms are located.

- 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.



- 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.



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.


Functional Unit: Technology & Innovation of 57 Document Name: A.P.U. Technical Support Team Last Updated: 31st May 2013

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




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




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




The Hock Keong

Wei Siao Ping

Wong Hui Chee

Wong Tze Yiin

Wong Wan Cin



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 Personal Information 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



7.10 Learning Logs

Date Learning Notes Acknowledgement



Learning Logs

Date Learning Notes Acknowledgement

apu ta training manual (june 2013)

Documents

lab chief assistant

corporate training department

admin department

hardware department

software department

lab pc login troubleshooting

code of conduct

lab reservation system