Our Vision

To give customers the most compelling IT Support experience possible.

Our Mission

Our mission is simple: make technology an asset for your business not a problem.

Our Values

We strive to make technology integrate seamlessly with your business so your business can grow. As your technology partner, when your business grows ours will grow with you, therefore, we will work hand in hand with you to support your growth.

Our Values

We develop relationship that makes a positive difference in our customers Business.

Our Values

We exibit a strong will to win in the marketplace and in every aspect of our Business

Tuesday, May 29, 2012

Helpdesk/ IT Support Know inside out Part 2

What Type of Education/real life skill needed for Help desk/ IT Support job ?


Get some hands on experience. Build your own PCs, buy some cheap ones from the local second hand seller and shuffle the parts around. Install drivers. Network them all together.

Nothing beats real experience. Ask a local company if you can work for them for free for a bit to gain experience and help them out.            

Certification *alone* will not get you anywhere. Your doubt and insecurity will be shared by any prospective employer.

The skill you required are:
      1-The ability to troubleshoot real-life PC problems (AV/Malware infections, printer problems, and when to cut your losses and know when an OS reload is the best use of time)
      2-The desire to help others. Patience without feeling the need to teach the user how to use their computer. They just need to get their job done.
       3-Being creative. This will get you far. Only after years of experience will you know close to have the answers to your problems before you do research. In the meantime, being resourceful and creative will make up for it.
  • Effective listening and communication skills
  • Effective telephone techniques
  • Working in a team Environment
  • How to manage those difficult people
  • Managing stress in a job that demands “helping” people all the time
  • Maintaining motivation in demanding times
Certification: You could always start with a Comptia A+ Certification training course but ITIL v3 is must have, I would say. The certificate ensures that you have the skills needed for a basic IT environment
The Information Technology Infrastructure Library (ITIL), is a set of good practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITILv3 and ITIL 2011 edition), ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage. ITILv3 underpins ISO/IEC 20000 (previously BS15000), the International Service Management Standard for IT service management, although differences between the two frameworks do exist.
ITIL describes procedures, tasks and checklists that are not organization-specific, used by an organization for establishing a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.
The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom's Office of Government Commerce (OGC) – now part of the Cabinet Office. Following this move, the ownership is now listed as being with HM Government rather than OGC.
In addition you can do MCTS on Windows 7 Configuration; The Microsoft Certified Technology Specialist (MCTS) credential enables professionals to target specific technologies, and are generally the first step toward the Professional-level certifications. 
You should be able to install, deploy, and upgrade to Windows 7, including ensuring hardware and software compatibility. Additionally, you should be able to configure pre-installation and post-installation system settings, Windows security features, network connectivity applications included with Windows 7, and mobile computing. You also be able to maintain systems, including monitoring for and resolving performance and reliability issues. You should have a basic understanding of Windows PowerShell syntax.
CCNA will make you strong candidate and highly valued certification: CCNA (Cisco Certified Network Associate) is a certification from Cisco. CCNA certification is a second-level Cisco Career certification. CCNA certification validates the ability to install, configure, operate, and troubleshoot medium-size routed and switched networks, including implementation and verification of connections to remote sites in a WAN.
To achieve CCNA certification, one must earn a passing score on Cisco exam #640-802, or combined passing scores on both the ICND1 #640-822 and ICND2 #640-816 exams. Passing the ICND1 grants one the Cisco Certified Entry Networking Technician (CCENT) certification. Passing scores are set by using statistical analysis and are subject to change. At the completion of the exam, candidates receive a score report along with a score breakout by exam section and the passing score for the given exam
Who other terms of Help desk: You may have a title such as Help Desk Operator, Help Desk Analyst, Relationship Co-ordinator. Service Desk, Desktop Support etc.
What you can expect to learn/bring in Help Desk Environment:
Customer service in perspective
  • What is a customer service attitude
  • Adopting a customer service focus
  • Common customer service problems
Problem reporting
  • Central logging
  • Clarifying, prioritising and allocating problems
  • Problem ownership
  • Effective problem solving steps
  • Monitoring and escalating problems
  • Maintaining positive user satisfaction
Communication skills
  • The art of communication
  • Understanding customer expectations
  • Building rapport
  • Common misunderstandings
  • Handling complaints and difficult customers
  • Productivity and good human relations
  • Hold onto your positive attitude
  • Telephone commandments
  • Communicating using the telephone
  • Good and bad phone techniques
Task management
  • The six-step improvement model
Stress management
  • How stress affects your performance
  • Detecting and responding
  • Managing the stress warning signs

 



Helpdesk/ IT Support Know inside out Part 1


Help Desks are at the nerve centre of many organisations customer service focus. A help desk is an information and assistance resource that troubleshoots problems with computers or similar products. Corporations often provide help desk support to their customers via a toll-free number, website and e-mail. There are also in-house help desks geared toward providing the same kind of help for employees only.

Functions:  A typical help desk has many/several functions. It provides the users a single point of contact, to receive help on various computer issues. The help desk typically manages its requests via help desk software, such as an issue tracking system, that allows them to track user requests with a unique number. This can also be called a "Local Bug Tracker" or LBT. There are many software applications to support the help desk function. Some are targeting enterprise level help desk (rather large) and some are targeting departmental needs.

In the mid 1990s, Middleton at Robert Gordon University found through his research that many organizations had begun to recognize that the real value of their help desk(s) derives not solely from their reactive response to users' issues but from the help desk's unique position where it communicates daily with numerous customers or employees. This gives the help desk the ability to monitor the user environment for issues from technical problems to user preferences and satisfaction. Such information gathered at the help desk can be valuable for use in planning and preparation for other units in information technology. It changes company to company..

Level 1 is generally phone support, although some see it as phone/desktop support.
Level 2 is generally desktop support (that is, your standing at the PC helping), although some see it as an escalation from Level 1 if its not the basics.
Level 3 is generally an escalation point from level 1/2, although some companies have them as product support, each member in level 3 does support for a specific application, generally they are industry or company specific custom programs.

Organization: Large help desk have different levels to handle different types of questions. The first-level help desk is prepared to answer the most commonly asked questions, or provide resolutions that often belong in an FAQ or knowledge base. Typically, an issue tracking system has been implemented that allows a logging process to take place at the onset of a call. If the issue isn't resolved at the first level, the issue is escalated to a second, higher level that has the necessary resources to handle more difficult calls. Organizations may have a third, higher level, line of support which often deals with software-specific needs, such as updates and bug fixes that affect the client directly.

Larger help desks have a person or team responsible for managing the issues and are commonly called queue managers or queue supervisors. The queue manager is responsible for the issue queues, which can be set up in various ways depending on the help desk size or structure. Typically, larger help desks have several teams that are experienced in working on different issues. The queue manager will assign an issue to one of the specialized teams based on the type of issue. Some help desks may have phone systems with ACD splits that ensure that calls about specific topics are put through to analysts with experience or knowledge on that topic.
Many help desks are also strictly rostered. Time is set aside for analysts to perform tasks such as following up problems, returning phone calls, and answering questions via e-mail. The roster system ensures that all analysts get time to follow up on calls, and also ensures that analysts are always available to take incoming phone calls. As the incoming phone calls are random in nature, help desk agent schedules are often maintained using an Erlang C calculation.
Desktop support/Desk side team:  The deskside team (sometimes known as "desktop support") is responsible for the desktops, laptops, and peripherals, such as PDAs. The help desk will assign the desktop team the second-level deskside issues that the first level was not able to solve. They set up and configure computers for new users and are typically responsible for any physical work relating to the computers such as repairing software or computer hardware issues and moving workstations to another location.
Network team:The network team is responsible for the network software, hardware and infrastructure such as servers, switches, backup systems and firewalls. They are responsible for the network services such as email, file, and security. The help desk will assign the network team issues that are in their field of responsibility.
Server Team/ Network Team:The server team is responsible for most, if not all, of the servers within the organization. This includes, but is not limited to, DNS or Domain Name System Servers, Network Authentication, Network Shares, Network Resources, Email accounts, and all aspects of server software. It also includes more advanced services such as databases, Storage or Content Management Systems, specialized proprietary services, and other industry-specific server-based applications.


Friday, April 27, 2012

Make YouTube Videos for Business

Online video is now one of the best ways to communicate with your audience and build relationships. In terms of both the number of videos uploaded and the number of overall video views, YouTube is by far the most popular online video publishing and sharing site.
You can create a free YouTube channel for your business, and within minutes publish your original video content to the world. Even if you don’t have a budget for video creation, you can become a YouTube video publisher. Check out the following free or affordable services and apps that can help you get started making YouTube videos for your business.

Creating Videos

There are a variety of tools to help you make YouTube videos that are unique, professional, and interesting. Rather than simply recording your own video using your video camera, you can use one of the following tools to create a more customized video.

1. Animoto: Just upload your images, and Animoto creates video slideshows with music.
2. Xtranormal: With Xtranormal, you can choose an animated actor or character and a background for your video. When you enter your video text, the actor lip-syncs the text in an animated video.
3. Stupeflix: Use Stupeflix to upload images, text, maps, video clips, and audio. Once everything is uploaded, you can create a video that you can share on YouTube without leaving your Stupeflix account.
4. GoAnimate: With GoAnimate, you can create animated videos by choosing a theme, dragging and dropping characters, and recording lines for the characters to say.
5. Website Talking Heads: Need a video with a professional spokesperson to deliver the lines? It’s easy and affordable with Website Talking Heads.
6. Camtasia: To create screencast video content to publish on YouTube, try Camtasia Studios (available for Mac or Windows). For a free open source version, try CamStudio.
7. Call Recorder for Skype: Want to conduct video interviews and upload them to your YouTube channel? It’s easy with Call Recorder for Skype. You can download a free demo and upgrade to a paid version when you’re ready.

Editing Videos


Once you’ve recorded a video on an external device such as your smartphone or video camera, you need a tool to edit it. An unedited video looks cheap, and that’s probably not how you want people to view your brand and business. Check out the video editors below to cut and move content within your videos, and to add sound, transitions, images, text, and more.

8. iMovie: Unless you’re a video editing expert, you’ll probably be quite happy with the features offered in iMovie, which is the free video editing program that comes pre-installed on all Macs.
9. Windows Movie Maker: For Windows users, the free Windows Movie Maker software that comes on new PCs is a great video editing choice.

Enhancing Videos

You can easily enhance your videos by adding music, images, and even video content published by other people. For example, to create a highly professional business video, you should have an introduction and closing clip with music, text, and an image that provides your business name, website URL, and other important brand identity information. The following services provide royalty-free music, images, and video that you can legally use in your video content.

10. RoyaltyFreeMusic.com: You can find affordable music tracks and clips on RoyaltyFreeMusic.com. Individual tracks can be licensed for under 10 dollars.
11. Freeplay Music: Another great option for finding affordable music for your videos is Freeplay Music. This service offers a wide variety of music at various price points and licensing options.
12. Audacity: If you need to record and edit sounds for your videos, then the free open source Audacity audio editor and recorder is an excellent option.
13. iStockPhoto: You can find affordable and professional images, photos, animated clips, illustrations, and video clips on iStockPhoto.

Converting Videos


What if your video is saved in a format that your video editing program or YouTube doesn’t accept? Fortunately, there are a variety of free and affordable video conversion tools that enable you to convert your video to the format you need in seconds.
14. iSkySoft: iSkySoft offers affordable video conversion and video download software for Mac and Windows users.
15. HandBrake: For a free open source video conversion tool, try HandBrake for Mac or Windows.

What tools do you use to make YouTube videos for your business? Let us know in the comments below.

Monday, April 2, 2012

Bangladeshi Prime Minister's Email-id Hacked By Teamgreyhat

Bangladeshi Prime Minister's Email-id Hacked By Teamgreyhat 
বাংলাদেশের প্রধান মন্ত্রির ইমেইল একাউন্ট হ্যাক


After remaining silent for a certain time hacktivist group Teamgreyhat strikes again. The past records says this hacker group is know for hacking large number of sites but this time they did some thing different. Here the target was Sheikh Hasina, Prime Minister of Bangladesh. Teamgreyhat took responsibility for hacking into the official Email-id of Bangladesh PM (pm@pmo.gov.bd). Also they have claimed to have access to rest of other 73 email-id's of Bangladesh Prime Minister Office. Teamgreyhat have submitted the following screen shots- 






The above screen shots ware taken during the hack (submitted by TGH), which is clearly indicating that the hacker group has successfully breached the Web-mail of Bangladesh Prime Minister office and exported all the emails from the pm@pmo.gov.bd. Due to security issue we are not publishing the password of that above mail id. Earlier this group has taken a major role in the past cyber-war between India & Bangladesh while hacking into Bangladeshi Stock Market, Islami Bank Ltd Bangladesh and few other high profile website of BD. We want to give you reminder that in the time of Islami Bank hacking TGH claimed that they have breached the BD Prime Minister Office(PMO) & BD Parliament Network and gained more than 40 GB sensitive data of BD govt. So it can be expected that time they have stolen the passwords of BD PM. Though Teamgreyhat did not specify the reason of this hack. .

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