by Felicien | Jan 24, 2019 | Education
January 24th is Macintosh Computer Day. On this day we celebrate the innovation, skill and can-do spirit that shaped the future of computing. We recognize the history of Apple. Back in 1984, its creators with Steve Jobs at the helm introduced the first Macintosh computer, now known as Apple or Mac to the world would never be the same.
A Proper Introduction
The first Macintosh made an epic entrance during the Superbowl, with an iconic commercial directed by Ridley Scott, of Alien and Bladerunner fame. It depicted a gray dystopian world in which everyone was controlled by the state, a direct homage to George Orwell’s beloved novel 1984.
Macintosh was there to free humanity from the mind control and usher in a new age of freedom and creativity. Looking back it may not seem like much with two programs, MacWrite and MacPaint. But this was the beginning of a company that defined and has continued to redefine not just technology but culture itself.
The First Personal Computers
As with any technology, innovations build on what has come before. But every once in a while we take a great leap forward. In the late ’70s, early ’80s, we’d already been introduced to the Apple II and IBM’s PC, which had begun to shape how we do business.
In the late ’70s, Apple became the fastest growing company in U.S. history, reaching a 300 million valuation (over $1B in today’s money) almost overnight. With over 50 companies trying to get in on the action, one company stood above them, IBM and so began one of the most brutal rivalries in history as many would-be competitors fell by the wayside to be largely forgotten by history.
Upon its release, the Macintosh became the first commercially successful personal computer that included a mouse and a graphical user interface (instead of lines of command), two very unpopular features at the time, because — you know — change is hard.
A Bitter Rivalry: Apple Vs. IBM
In 1983, before the arrival of the Macintosh, IBM stood poised to take over the world of personal computers, making deals with other companies to solidify its stronghold in the industry. And within three short years, IBM had sold over 2 million computers. That’s a great feat in a time when a very basic personal computer cost over $2000 (~$7000 in today’s money).
The 1984 Macintosh release became humanity’s last hope to prevent IBM’s world domination as was reflected in their choice of commercials. Apple spared no expense, spending over $15 million on its Superbowl campaign, which actually ended up raising the price of the Macintosh by an additional $500.
That war would rage on for the next decade as IBM cemented deals with Intel and Microsoft that would shape how people perceived its products. Many 3rd party companies would be forced to choose between IBM and Mac compatibility.
“It’s How It Works”
Steve Jobs notably said, “Design is not just what it looks like and feels like. Design is how it works.” This quote exemplifies Macintosh from the beginning. While IBM continued to create systems that were hard for the average person to use or understand, Apple was focused on creating intuitive hardware and software that took virtually no training to use because it just made sense. Did they always live up to this goal? No. But it drove them to continually improve their product.
The Macintosh project had actually been many years in the making. In the late ’70s, Apple employee Jef Raskin looked beyond what had gone before and into the future where computers were easy to use and so affordable that almost everyone could have one. He had initially wanted name the computer after his favorite apple, the McIntosh, but was forced to change the name for copyright reasons. Jef recruited a team of top minds like Bill Atkinson and Burrell Smith.
Smith designed the first Macintosh board that contained an astounding 64 Kb (Yes, Kb!) of RAM and used a Motorola 6809E microprocessor. This monster of a machine could support a 256×256 pixel B&W bitmap display. But through continued ingenuity, Smith persevered until the system could support a 384×256 pixel display. Smith’s design used less RAM than Apple predecessors, making it much more cost efficient.
The final design for 1984 release had a QuickDraw picture language with 64 Kb of ROM and 129 Kb of RAM. The system did not yet have memory slots to expand capacity, but it was designed to incorporate 256 Kb RAM through soldering for those willing to take that on. The monitor was 9 inches of 512×342 monochrome pixels.
At this time, Steve Jobs, co-founder of Apple, shifted his attention to the Macintosh project, foreseeing it becoming their crowning achievement. Raskin, who up until this point, had spearheaded the Macintosh project left the project when Jobs entered because of personality conflicts.
Upon its release, the Macintosh suffered a serious setback in the fact that 3rd party software manufacturers did not want to take on the time and expense to re-write software that had been designed for IBM.
Macintosh continued in an uphill battle to retake market share once taken from them by IBM. But it would be decades with before Apple would again take over the industry with the Advent of iPhones and iMacs in one of the biggest and longest in the making comebacks in the history of any industry.
And for this, we celebrate, January 24th, Macintosh Computer Day.
by Felicien | Jan 23, 2019 | Education
Ever since Microsoft incorporated as a company in April 1975, it has led the way in releasing innovative computing products for home and business users. From the release of its first operating system to the computer mouse to Microsoft Office, the company has always been one step ahead of the competition in changing the way people in the United States, Canada, Australia, and England manage their home lives. This year will be no exception. With 2019 being just days old, Microsoft has already indicated it will make three significant changes to the personal computing landscape.
Microsoft Edge to Become Chrome Engine
For as successful as Microsoft has been with its software programs and operating systems, the same cannot be said for each of the browsers it has released. It seems that every browser from Explorer 1.0 for Windows 95 to Microsoft Edge has struggled with spotty performance and security issues that did not win the confidence of users.
The introduction of Google Chrome and Mozilla Firefox gave consumers more options and caused a steep decline in the number of people who still used Microsoft Explorer, Edge, or other Microsoft browsers. To counteract its lost market share and inspire consumer confidence, Microsoft is rebuilding Edge using open-source software. It is the same software that currently allows Google Chrome to operate. Microsoft even plans to make the upgraded browser available to Mac users.
People who currently use Microsoft Edge will not have it disappear on them. Instead, they will notice greater consistency in website displays and overall improved performance. Current Chrome users will have a better experience while surfing the web on a Windows operating system. The goal is to improve the Internet for all who use it, not just those who choose to use a Microsoft product.
Skype for Business Changed to Microsoft Teams
Skype, the application that allows users to see and talk to one another through a video application, has long been a staple of the business world in developed nations around the globe. It has allowed companies to forgo expenses associated with sending people out of state or to another country to attend meetings and hold them remotely instead.
However, Microsoft recognized that the application required some tweaking to be more user-friendly for teams with people working remotely all across the world. This led to the creation of Microsoft Teams along with the announcement that Skype for Business would no longer be part of the Microsoft Office bundle for customers with fewer than 500 seats.
In development for several years, 2019 is the year that Microsoft Teams officially launches. Its designers considered the corporate and remote user and included several features that would make file sharing and team collaboration much easier.
The new communication system is a single platform that draws largely from cloud computing. This includes a chat application, inclusion of the popular cloud collaboration program Slack, and all features that users currently enjoy with Microsoft Office 365. Perhaps the biggest benefit of Microsoft Teams over Skype for Business is that it includes all features on a single platform.
The Introduction of Microsoft Office 2019
In the three decades since its 1989 launch, Microsoft Office has consistently been the productivity tool of choice for businesses and private users alike. People use programs such as Word, Excel, PowerPoint, Outlook, Publisher, Visio, and Project every day to create, manage, and communicate on the job and at home.
Its current version, Office 365, connects people to the cloud to make it easier than ever for collaborative teams to get their work done without sharing the same office space. Coupled with the increased ability to store files on the go, Office 365 shares much of the credit for making it possible for growing numbers of people to log in and work from anywhere.
The release of Microsoft Office 2019 is one of the three major changes the company will make this year. The new program shares many features with Office 365, including the availability of each of the seven productivity applications. It also has several key differences, including the following:
Developers planned Microsoft Office 2019 as a one-time release, which means it will not receive any future updates
More mobile application features that enable users to create a higher volume of content in less time
Zoom features on PowerPoint for an enhanced viewing experience
New Excel spreadsheet features that make it easier to create charts and analyze data
Outlook email program automatically sorts emails and pushes the most important ones to the top
The major decision facing Microsoft Office business users is whether to remain with the subscription-based 365 program or upgrade to the one-time 2019 release.
What Next?
It is too early in the year to determine how these changes will affect users and whether Microsoft will ultimately profit from them. The only thing any computer user or an IT department can say for sure is that change is constant. The most successful people accept that nothing stays the same in the world of personal computers. They welcome the opportunity to change and to reap the benefits of someone else’s innovation.
by Felicien | Jan 21, 2019 | Education
With organizations working increasingly advanced technology into most aspects of their daily operation, it only follows that employees and customers may occasionally need help using those technologies and fixing problems they encounter. Help desks have emerged as the primary method for giving IT users the support they require to work effectively with technology as they complete their tasks and contribute to their organization’s success.
What is a help desk?
Help desks, or managed operation centers, provide consistent, critical support services to the employees within an organization, and in some cases, their clients. Help desks are run by personnel with extensive technical knowledge who are well-versed in managing, troubleshooting, maintaining and upgrading the various technological tools used by companies across industries.
While some businesses have in-house IT support through designated staff members, that option is often not tenable for many smaller organizations with limited employees and resources. Outsourced technology support allows them to focus their energy on more integral aspects of their practice. Even mid-size and large businesses, however, benefit by partnering with third-party entities that offer expert help desk support and gaining access to an additional resource for their internal IT staff.
What are the benefits of outsourcing help desk support?
Outsourcing IT support provides a number of advantages, particularly for small- to medium-sized businesses (SMBs). Here is a quick look at 10 ways your operation can benefit through outsourcing IT:
1. Cost-savings
Maintaining an in-house help desk can factor as a hefty expense into an organization’s annual budget, especially when benefit packages and other perks are taken into consideration. By entering into a contract with an outsourced help desk, you can tailor the services to fit your specific needs and financial position.
2. Increased Flexibility
Working with an outside provider for your IT support gives your employees flexibility, allowing them to work a broader range of hours without having to worry about not having support should they encounter a problem. Even when working remotely or outside peak hours, they can access a live representative for support.
3. Immediate Response
Help desk specialists are only a phone call, email, or support ticket away. As third-party providers manage IT support for multiple organizations, they will have several technicians on-call to address issues on demand. With a consolidated pool of employees, their efforts can be spread more effectively across the businesses they serve. If the technicians cannot fix the issue remotely, they will respond in person to fix the issue on-site.
4. Diverting Management Responsibilities
Working with a third-party service provider means they will handle their own IT team, relieving you and your human resources department of that responsibility. The firm will oversee the management of their own employees—from recruitment and hiring to training and retention—and take care of tracking their hours and performance, as well as addressing any personnel issues.
5. Access to More Resources
Most companies do not have the financial freedom to acquire the latest IT equipment or jump on emerging technological solutions. Providers whose sole purpose is managing technology, however, will have not only the most current but also a wider variety of resources. This helps even the playing field, especially for small businesses, allowing them to take advantage of advanced technologies without bearing the entire financial burden of procuring them.
6. Support from Highly Trained Specialists
Much like with resources, third-party IT firms can offer a wealth of expertise. Their tech specialists come equipped with a wide range of credentials, training and prior experience with businesses similar to yours, which gives you a strategic advantage. When your organization encounters an IT issue, one of their team members likely will have specialized knowledge and skill-set to troubleshoot that problem.
7. A Preventative Mindset
Help desk engineers are generally in the business of providing maintenance, as well as incident management to prevent problems before they occur. They can offer advice on upgrading old systems and software and suggest other technical solutions to address the root cause of recurring problems. Help desks also track important performance indicators and metrics via remote software, to compile data on average time for technician to accept ticket, average time to resolve problem (or close ticket), average number of tickets per day/user, issues occurring after business hours, communication pertaining to a ticket, and other areas. This statistical reporting is then used for continuous quality improvement.
8. Priority on Partnership
Third-party firms are invested in fulfilling their contract and building a long-term relationship with the organizations they serve, so they will approach help desk support with a cooperative attitude. One of their goals will be to make communicating and collaborating on tasks with the employees, or end users, smoother and less frustrating. The tools they recommend will be designed to bolster this partnership and help employees feel empowered when it comes to using technology, which in turn augments company morale and productivity.
9. Increased Customer Satisfaction
Many companies use outsourced help desk services, such as call flow support, to take care of their clients’ needs or give them technical support when they are using the organization’s website, purchasing products online, or making inquiries into services. Sharing the burden of this task with an external provider frees up employees to focus on their core competencies and daily responsibilities. Additionally, customers benefit by having their problems immediately addressed, which increases customer satisfaction and helps the business both attract and retain clients.
10. Peace of Mind
For many organizations, experiencing excessive downtime because an IT system is experiencing issues can be detrimental. With a team of industry-leading experts in your corner, you can rest at ease that your IT is being taken care of. You won’t have to use your internal employees and their valuable time to fix a problem that resides outside their area of expertise. Your trusty help desk will have the issue under control.
Help desks are aimed at helping the relationship between your business and its technology flourish. They understand the importance of keeping your systems functioning and available to the employees who rely on them to do their job. External providers can provide effective IT management and support at an affordable cost.
by Felicien | Jan 21, 2019 | Education
Remembered mostly for his “I Have a Dream” speech, Martin Luther King Jr. was a man who fought to end segregation in this country. On this day, we remember someone who devoted their life to achieving racial equality.
Martin Luther King Jr. was born in Georgia in 1929. He graduated from high school at the young age of 15. From there, he earned his B.A. degree from Morehouse College and after studying theology for 3 years, he earned his B.D. and was president of his senior class at the Crozer Theological Seminary in Pennsylvania. Soon after, King won a fellowship at Crozer. He completed his residency in 1953 and earned his doctorate degree in 1955. Martin Luther King Jr. was a pastor, following the path of his father and grandfather.
Martin Luther King Jr. began to preach at a church in Montgomery, Alabama. He followed Gandhi’s philosophy, believing in nonviolence and equality. In 1955, King led the first large, nonviolent protest against racial segregation on buses. Though he conducted this without violence, people who opposed his beliefs responded with violence. Fortunately, this led to the Supreme Court declaring bus segregation as unconstitutional in December of 1956.
It wasn’t until 1963 that King directed the march in which he gave his famous “I Have a Dream” speech. There were hundreds of thousands of people there to witness the historic event. A year after this march, racial discrimination was completely prohibited, meaning that nothing could be legally segregated for years to come.
Over the course of his life, Martin Luther King Jr. made a great difference in the lives of thousands of Americans. His actions and accomplishments made over 50 years ago impact the daily lives of many and will continue to do so as time progresses.
by Felicien | Jan 18, 2019 | Education
As much as people hope their business can run like a well-oiled machine, the truth is issues are inevitable. With businesses using an increasing number of technologically advanced tools, many issues experienced in the workplace have to do with the technology itself.
If a system or tool fails or becomes inoperable, or an employee lacks knowledge on how to use technology effectively, the organization is unable to optimize its IT in the most useful, profitable way. In short, technology should be working for you, not against you. Enterprise help desks—often a component of the remote monitoring provided by Managed Service Providers (MSPs)—are a vital part of helping a company, large or small, run smoothly by providing a single point of contact for users to get assistance. From there, help desk technicians work to keep organizations’ technologies up-to-date and running smoothly.
What is a professional help desk team?
In business, and particularly the IT area, there are two main concepts when it comes to help desks, which are responsible for addressing, answering or troubleshooting the technical issues experienced by users. The first type of IT help desk has to do with the services, software or other options a company sets up to handle customer queries and issues. If a user (or customer) is experiencing trouble using a company’s website or some other technical difficulty, they often will interact with the company’s help desk by messaging with a representative online or on the phone, emailing, or filling out a ticket.
Businesses themselves also benefit by being taken care of by a professional help desk team, staffed by professional, certified experts who can support the organization and its IT systems. These internal help desks are set up to offer a similar type of help, except aimed at the employees within the organization, rather than the customers.
Where does help desk support come from?
Some major companies maintain an in-house help desk to support their IT and offer preventative maintenance, network monitoring, and other solutions that decrease the downtime of IT services and functions. Other companies use remote, outsourced help desk services, generally offered by Managed Service Providers (MSPs), and access the same support from technicians via phone, online and occasional site visits.
Help desk technicians are trained to quickly address and resolve technical issues relating to:
User administration
Desktop performance
Hardware and networks
Printer installation and support
Microsoft and Apple Desktop operating systems
Microsoft Office and leading third-party applications
Email applications and web browsers
Mobile phones and tablets
Help desks often use desk software or an issue-tracking system to keep track of user requests, which allows them to prioritize cases, efficiently locate solutions to common questions and concerns, and maintain records of issues.
Some help desks utilize a tiered approach to manage a variety of queries and conveniently categorize problems. For instance, the first level is designed to provide answers to frequently asked questions and the like. Those problems that are a bit more complex or cannot be solved at the first level are passed on to the next level, where technicians who are better trained or have special areas of expertise can take care of them.
How do businesses benefit from help desk support?
Having proper technical support from a professional help desk helps prevent IT problems from halting your business, leading to enhanced efficiency, a seamless work environment, and boosted productivity. When employees are able to accomplish tasks and do their jobs without hitting technical snags or experiencing system downtime, the entire organization profits. End users experiencing trouble with their computer hardware and software or other technologies can rely on help technicians to provide support and troubleshooting services.
Equally important, however, is the proactive and preventative maintenance provided by help desks for optimal network stability. Many times, the goal is to detect small issues before they become larger, crippling problems that can lead to system failure.
Help desks are often an extension of a more robust remote monitoring platform that allows an MSP to take care of its clients. By taking a proactive approach to network monitoring and engaging in regular maintenance, help desk technicians help you stay ahead of the game. They can detect problems early on and then actively work to resolve them—sometimes even before they have been reported.
What should you look for in a help desk team?
A professional help desk team should include technicians who possess technical knowledge, effective communication skills, and the ability to identify and prioritize technology solutions. Skilled technicians will have a deep understanding of computer software and hardware, operating systems, smart devices, and other types of technology. They also should be receiving regular training, coaching and quality review to sharpen their skills as technology continuously evolves. Additionally, your professional help desk team will be backed by professional managers and supervisors who can provide cohesion and consistency, ensuring you receive the best service delivery.
