Power supply

1.​ Takes AC (110v) power from wall and transforms it in DC currents; filtered
2.​ Can be modular

NIC
1.​ network interface card
2.​ Where ethernet cable connects or wifi adapters
3.​ Great at specialized data

GPU
1.​ Has cpu and memory on it
2.​ Mini computer

Input vs output
1.​ Input = signals received form system
2.​ Output = signals sent from system

USB
1.​ Universal serial bus
2.​ C is best
3.​ B common in office
4.​ A common

Display connectors
1.​ Type C
2.​ Display port
3.​ HDMI
4.​ DVI (Old)

OS
1.​ File systems
a.​ windows
i.​ NTFS (NEW)
ii.​ FAT32 (OLD)
b.​ Apple
i.​ APFS
ii.​ MAC OS Extended
iii.​ EXFAT
c.​ Linux
i.​ Ext4
ii.​ Ext3 (old)
Networking
-​ Define
-​ A PC system that connects many PCs to share data and resources
 -​ Why do they exist?
-​ Transfer data at light speeds
-​ Allows us to transfer data
-​ Routers
-​ Sends traffic between different networks as opposed to sending traffic between
computers on the same network.
-​ Computer with software that routes traffic
-​ Switches
-​ Sends traffic to different hosts on the same network as opposed to sending traffic
between different NETWORKS
-​ WAP (wireless access points)
-​ Wifi router

IPv4 Addressing and network basics

-​ What is a IP address
-​ All devices have a unique ID when connecting to a network = IP address
-​ IP address components
-​ 4 sections, each section called octet
-​ Octet means group of eights, in binary, and has 8 bits.
-​ Ipv4 addresses have a total length of 32 bits
-​ 192.168.100.101 = 11000000.10101000.01100100.01100101
-​ 64+128 = 192
-​ 8+32+128 =168
-​ 4+32+64=100
-​ 1+4+32+64=101
-​ Binary
-​ 4253 = based tens = similar to binary
-​ Only use 0 or 1 to count = on vs off

-​
Subnet mask
1.​ Ip address have two parts
a.​ Network ID and Host ID
2.​ Subnet mask identifies which portion of the IP address is the network ID, the remainder
is the Host ID
3.​ To separate network vs host is to line them up vis binary code and whenever a #1
crosses with the IP address from the subnet, cross it out. What’s left is the host ID
4.​ Example 2: numbers doesn't always have to be 255 max

-​ unique Host All PCS on the same subnet (network) will share the
same network ID but each PC will have their ownID
-​ Different network and host ID; traffic will go through router to
communicate with other PCs
-​ CIDR Notation
-​ Short way of representing any IP with its subnet mask
-​ Ip address number/subnet number
-​ Subnet number = how many bits inside the subnet number
-​ Example = 24 bits or 1’s in the subnet number
 -​

-​ Automatic Private IP Addressing (APIPA)

-​ DHCP fail mechanism used by Windows OS
-​ When PC connects to network but fails to locate DHCP server (which
means fails to get assign a IPV4 address) APIPA takes over
-​ Way of PC assigning an IP for itself.
-​ Address range = 169.254.0.0/16
-​ Allows host on same network to be able to communicate with each
other despite not being assigned an address by a DHCP server
-​ Can’t use internet

-​

-​ Loopback addresses
-​ All PCs use address space 127.0.0.0/8 to identify themself
-​ Use 127.0.0.1
-​ Allows a PC to confirm that it can use TCP/IP and allows for different
programs running on the same machine to communicate with each
other using IP
-​ Checks of network stack/hardware is working = a test
 -​

-​ Private IP addresses
-​ Assigned by IANA
-​ Memorize these

-​
-​ On personal devices. IPv4 Address
-​ Ipconfig
-​ Public address space
-​ The rest of the IP rangers are public
-​ Assigned to devices/servers/endpoints on the internet
-​ What’s my IP

Ports and protocols

-​ Ports?
-​ Endpoints where networks connections can start and end, very specific
-​ Going to PC but where exactly in the computer/application
-​ Protocols
-​ Set of rules that determine how data is transmitted between different
devices in the same network.
-​ Browser will automatically do this
 -​ Important for trouble shooting
-​ TCP vs UDP
-​ TCP is connection oriented = needs ALL data
-​ UDP SOME data loss like a phone call
-​ Protocols
-​ HTTP (TCP 80) / HTTPS (TCP 443)
-​ Browsing
-​ DHCP (UDP 67 and 68)
-​ PC/devices connects to internet and gets assign a IP address
-​ DNS (TCP and UDP 53)
-​ Domain Name System
-​ Convert human domain names to IP addresses which PC can
read
-​ Remote Desktop Protocol (TCP 3389)
-​ Virtual remote control connection
-​ ICMP (NO Port)
-​ Ping; testing network connection
-​ Secure Shell, SSH (TCP 22)
-​ Similar to RDP but text only/command lines

Mac Address
-​ Identifier: unique hardware ID on the network interface cards (NICS)
-​ 48 bit address; 6 pairs of characters
-​ Manufactures assign 1st 24 bit of MAC address; rest random
-​ Called Organizationally Unique Identifier, OUI = manufacture

-​
-​ Layer 2 communication (data Link) that allows communication between devices
on the same local network.
-​ Static = MAC address never changes vs a IP address (dynamic)
The OSI model (framework on how communication with PCs happens over a network)
-​ The OSI Model is like a set of rules that helps computers communicate with each other
over a network.
-​ Imagine sending a letter to a friend far away. You have to write the letter, put it in
an envelope, address it, and then the mailman delivers it house by house until it
reaches your friend.
-​ Similarly, the OSI Model has seven steps (or layers) to ensure data from your
computer reaches another computer. These layers ensure data is properly
packaged, sent, and understood, like putting your letter through the right process
to reach your friend safely.

Layers

-​ Acronym “All People Seem To Need Data Processing.”

7. Application = layer 7
-​ This is like writing or reading the letter itself. It's the programs and
apps you use to send and receive network services, like web
browsers or email.
6. Presentation = layer 6
-​ This layer is like a translator. It converts messages from any
language into one the receiving computer can understand,
ensuring everyone gets the message clearly.
5.​ Session = layer 5
-​ Helps manage and maintain individual connections between a
web browser's multiple tabs and their respective web servers,
ensuring reliable and efficient communication during data
exchange.
4. Transport = layer 4
-​ TCP (all data or UDP (some data)Ports assigned. Picture a
special bubble wrap for your letter. It ensures your message is
split correctly, like breaking a story into chapters, and it helps
make sure every part is received and understood.
3. Network = layer 3
-​ This layer is like the mail sorter at the post office. It decides the
best route for your letter to take using addresses like IP
addresses.
2. Data Link = layer 2
-​ Like an address on an envelope, it helps deliver your letter to the
right apartment in a building. It uses MAC addresses to find
devices on the same network.
1.​ Physical = layer 1
-​ Medium of communication = ie a fiber cable
Cyber security
-​ Protection from bad stuff happening on their PCs or data
-​ CIA Triad
-​ Confieditaly
-​ Prevent wrong people seeing your sensitive information
-​ Integrity
-​ Maintaining accuracy of data
-​ Availability
-​ Making sure systems are available and accessible; redundancy

Cloud computing
-​ Delivery of computing services over the internet.
-​ You can rent servers, power, data databases from big companies via the cloud. Cost
effective for small businesses.
-​ Netflix for example is hosted on amazon cloud services

Day to day: working Tickets

-​ What are tickets?
-​ Working on trouble tickets inside of any given ticket tracking software.
-​ When there is an issue, customers will report and get sent to a ticket software.
You will now try to resolve the issue.
-​ Who creates the tickets?
-​ End to end users
-​ Service desks
-​ Mangers
-​ Yourself for direct calls and emails
-​ Ticket prioritization
-​ 1. Direct order from manager
-​ 2. Organization define policies / SLA
-​ 3. Perceived business impact
-​ 4. Ticket age = oldest to newest
-​ Service level agreement (SLA)
-​ A target you have to meet for doing certain tasks.
-​ How quickly you assign a ticket to person/department
-​ How quickly you initially reach out to the user
-​ How often you communicate with the user until the issue is solved.
-​ How quickly the issue is solved.
-​ Ticket severity / classification
-​ Defined by organization but usually related to business impact. Aka tags
-​ Based on SLA
-​ SEV-A = high impact (1 hour, 24/7)
-​ SEV-B = medium impact (4 hours, 24/7)
 -​ SEV-C = minimal impact (8 hours, bus. hours)

Common help desk issues

-​ Every org is different
-​ Solutions may be different for the same problem; just be fluid and figure things out.
1.​ Password
a.​ Can't login
b.​ You will reset or unlock
2.​ Access provisioning
a.​ You will assign people on access groups/ give access
3.​ Equipment processing
a.​ Issue new hardware, coordination with other department, etc
4.​ Something stopped working or broke
a.​ Very ambiguous; ask for picture or screenshot
5.​ Software install or upgrades
a.​ Pretty easy
6.​ Missing or deleted document or email
a.​ Corruption, accidental deletion.
b.​ We use cloud based things now like google suite
7.​ Computer or internet slow
a.​ Computer may be slow or network may be slow
b.​ Best bet is to use PC
8.​ Cannot print or printer setup
a.​ Every org is different
9.​ VPN connectivity issues
a.​ A Lot of orgs use VPN client
b.​ Software that is used where users must connect to work
c.​ You must reconfigure or walk through user; easy
10.​Clicked a bad link
a.​ Malware
b.​ Can send off to IT or scan with antivirus or depends on who did it; user hierarchy.
c.​ All depends on policy

Common tools or commands in IT help desk

1.​ Active directory (AD)
a.​ Orgs use it to keep track of and provide access to their users. AD is absolutely
everywhere.
i.​ Uses
1.​ Account creation
2.​ PW resets
3.​ Access provisioning
2.​ Remote desktop connection
 a.​ Take control of users PC
i.​ Install software
ii.​ Or work on a PC
3.​ Ping
a.​ To check connectivity
i.​ Seeing if PC can reach “google.com” for example
b.​ Ping fails looks like

4.​ Nslookup
a.​ Used to figure out what a machine’s IP address is if you know the name, or what
the name is if you know the IP address. (many reasons for this)
i.​ Ipconfig (ifconfig on mac/linux)
ii.​ Ipconfig / all
1.​ Shows even more adapter information including DNS info
iii.​ Ipconfig / displaydns
1.​ Shows DNS cache (lists of names to IP mapping that your PC is
keeping track of). Stored;
a.​ User cant connect to a website, you flush the DNS

Customer service and Soft skills

1.​ Very important
2.​ If you can't fix the problem don't worry
a.​ Be empathetic
i.​ When customers are mad, they are not mad at you; they are made
because they feel like they are not being heard.
b.​ Be honest
i.​ You won't be able to solve everything and that's OK
1.​ “I honestly don't know, but i’ll do some digging.
2.​ “ don't know but we have a smart team”
3.​ “This one is going to require some research”
c.​ Follow up
 i.​ They want to be heard and make them feel like they are being heard,
taken care of, and understood.
3.​ Follow up
a.​ Usually take time, not bc its hard but usually bc you are waiting on logistics
(waiting for hardware; or access for teammates)
b.​ Following up goes a long way!

Azure
1.​ The cloud
a.​ Just a platform that will let you rent space in order to stor or process your own
data
i.​ Examples
1.​ Gmail
2.​ Docs
3.​ Drive
4.​ Icloud
5.​ Dropbox
b.​ Paid cloud providers
i.​ Offers more ways to store and process your data
1.​ Examples
a.​ Azure
b.​ Amazon webs service (AWS)
c.​ Google Cloud Provider (GCP)
d.​ Oracle Cloud Infrastructure
e.​ IDM Cloud
c.​ What can you do on the cloud
i.​ Pretty much anything you can do on your PC
ii.​ There's a lot of overlap between different providers
1.​ Not everybody knows how to use all the different services in these
cloud services. Even the people who work there.
a.​ Example: azure has more than 600 services
d.​ How does it work
i.​ It is pretty much resources on demand
1.​ Example
a.​ I need a virtual machine and a database
b.​ Azure says yes and charges for that service
c.​ And you can now use a VM
Azure hands on!
1.​ Create account
2.​ Tenant gets created = org
3.​ Can make a subscription within the tenant
a.​ Attached different billing cards for various uses
4.​ Within the subscription you can gace resource groups
5.​ In the resource groups you can use processes