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32Scenario #1Client You are an independent salesperson for a mu

32Scenario #1Client You are an independent salesperson for a mu

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Scenario #1

Client: You are an independent salesperson for a multiline

musical instrument dealer and spend about 20 days a

month on the road. You use the laptop to keep all of your

customer data and product information up to date. You

were finishing up a particularly busy week when you fell

asleep with the laptop on your lap. You placed the laptop

next to your bed in the hotel only to step on it in the middle

of the evening. Your entire business relies on the

information contained in the computer, and having it down,

even for a short time, is going to create problems. Along

with the time-critical issues, you are also an independent

salesperson and self-employed—you pay your own travel

and lodging expenses, health benefits, and life insurance.

A costly repair or replace- ment was not in your planned

budget. PC teCh: As the technician, you are going to

analyze the laptop and quickly recommend that the hard

drive be backed up immediately. Using a laptop IDE

harness and duplicating the hard drive to a volume on the

shop data server, you can alleviate the customer’s concern

that all his data will be lost. You know that the machine is

over 10 years old, and that the replacement screen and

labor to install it are probably going to cost a fair amount.

You use the Internet to research replacement LCD screens

and try to estimate the overall cost of the repair. Not only

is it expensive, the availability of the screen is backlogged

over three weeks. It is also a good bet that other

components in the machine will begin to age and fail even

if the screen repair is warranted. Your job is laid out before

you. You need to discuss the options of repairing the

current machine, warts and all, or having the client

upgrade to a more modern laptop.

1. Write a short essay summarizing the problem,

discussion, and solution of the smashed laptop

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screen from Scenario #1.

Scenario #2

One of the marketing analysts in your company calls the

help desk and complains that he’s unable to get his

monitor to work. He arrived this morning and the computer

just never booted. There’s a mission- critical presentation

on this system that is due to be presented today at 2:00

p.m. It’s now 1:00 p.m. and nobody has returned his call,

even to say that his initial request was received! The

analyst storms into the IT department and demands some

assistance. You look up from your screen just in time to

see your supervisor and the analyst barreling toward your

cubicle. Your supervisor asks if you will accompany the

analyst to his department and see if you can figure this

out. In cases such as this, the tech’s job is not only to

troubleshoot the problem and provide a solution, but also

to provide customer service and present a good image of

the IT department to other employ- ees. As the expert in

this situation, you not only have to solve the issue—you

must also make your best effort to diffuse the agitation of

the anxious analyst.

2. Write a short essay summarizing the problem,

discussion, and solution of the nonfunctioning

monitor from Scenario #2. Be sure to include details on

handling the analyst’s stress level and

frustration with the IT department.

Scenario #3

You’re just finishing up lunch when one of your neighbors

walks into your shop with her family com- puter under her

arm. She knows you from the neighborhood, and has heard

that you know a fair amount about computer systems (I

hope so, since you are working in a computer shop!). She

asks if you can take a look at her system. You ask what

seems to be the problem, to which she responds, “It seem s

to be running really slow. We can’t find some of the

documents and pictures we used to have, and every time

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32 Scenario #1 Client: You are an independent salesperson for a multiline musical instrument dealer and spend about 20 days a month on the road. You use the laptop to keep all of your customer data and product information up to date. You were finishing up a particularly busy week when you fell asleep with the laptop on your lap. You placed the laptop next to your bed in the hotel only to step on it in the middle of the evening. Your entire business relies on the information contained in the computer, and having it down, even for a short time, is going to create problems. Along with the time-critical issues, you are also an independent salesperson and self-employed—you pay your own travel and lodging expenses, health benefits, and life insurance. A costly repair or replace- ment was not in your planned budget. PC teCh: As the technician, you are going to analyze the laptop and quickly recommend that the hard drive be backed up immediately. Using a laptop IDE harness and duplicating the hard drive to a volume on the shop data server, you can alleviate the customer’s concern that all his data will be lost. You know that the machine is over 10 years old, and that the replacement screen and labor to install it are probably going to cost a fair amount. You use the Internet to research replacement LCD screens and try to estimate the overall cost of the repair. Not only is it expensive, the availability of the screen is backlogged over three weeks. It is also a good bet that othe ...
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