APU TA Training Manual (JUNE 2013)

A.P.U.
Technical Assistant
Support Team
Attachment Program Training Manual

Name: ___________________________________

Mentors Names: _________________________

Godfather/mothers Names: ______________

Group No.: _______________________________
A.P.U. Technical Assistant Support Team Attachment Programme Training Manual
A.P.U. Technical Assistant Support Team Page 2 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 Mens 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 printers 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
students Webmail. Another alternative solution is by asking one of the Technology Services
staff to resent the Webspace password. If the students 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 TAs 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*

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 (tatechlab@gmail.com) instead.

Send to: admin@cloudmails.apu.edu.my

Cc: hr@cloudmails.apu.edu.my ; belvinder@cloudmails.apu.edu.my

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 10
th
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

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: techlab@cloudmails.apu.edu.my

Cc: hasan@apu.edu.my

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: techlab@cloudmails.apu.edu.my

Cc: printer@cloudmails.apu.edu.my (if there is printer related issues such as: Changed of
Toner, Drum, Belt and printers 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: techlab@cloudmails.apu.edu.my;
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: hasan@apu.edu.my (TPM Rounding) OR
khairul_anam@office365.apu.edu.my (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: techlab@cloudmails.apu.edu.my ;
hardware@cloudmails.apu.edu.my

Cc: hasan@apu.edu.my (TPM & ENT3 QC) OR
khairul_anam@office365.apu.edu.my (MINES QC) OR
bairie@office365.apu,.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 hr@cloudmails.apu.edu.my
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 hardware@cloudmails.apu.edu.my 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 labs 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 students password when they are unable to login to the lab PCs
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 drawers condition
Ensure all auditoriums battery is fully charged (Shift 1)
Ensure L1-9s battery is fully charged (Shift 1 / Shift 5)
Replace Auditorium 1, 2, and 3s 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
(1
st
Shift)
- Know the detailed procedures to
open the labs.
- Know the time to open the labs.

Computer Labs
Shutdown Operation
(6
th
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 students
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
students 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 Page 43 of 57
Document Name: A.P.U. Technical Support Team
Last Updated: 31
st
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
Last Updated: 31
st
May 2013
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
Last Updated: 31
st
May 2013
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
Last Updated: 31
st
May 2013
The Hock Keong
Wei Siao Ping
Wong Hui Chee
Wong Tze Yiin
Wong Wan Cin

Last Updated: 31
st
May 2013
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

Last Updated: 31
st
May 2013
7.10 Learning Logs
Date Learning Notes Acknowledgement

Last Updated: 31
st
May 2013
Learning Logs

Last Updated: 31
st
May 2013
Learning Logs

Last Updated: 31
st
May 2013
Learning Logs

Last Updated: 31
st
May 2013
Learning Logs

Last Updated: 31
st
May 2013
Learning Logs

Last Updated: 31
st
May 2013
Learning Logs

Last Updated: 31
st
May 2013
Learning Logs

Last Updated: 31
st
May 2013
Learning Logs

Last Updated: 31
st
May 2013
Learning Logs

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