Julie Cottin
EDT 645
Service Center Management -Repair Policy
District Description:
Digital School District (fictitious school with similarities to Sturgis School District) includes eight buildings that accommodate approximately 3200 students, 190 instructors, 45 administrators and staff that regularly access the network infrastructure. Digital School District passed a bond two years ago which provided the funds to upgrade most of the network and purchase new equipment, which is still under warranty.
A general overview of the network infrastructure consist of a wide area network between seven buildings, a local area network within each building, voice over IP (VOIP) telephone system, Internet access, and wireless network in each connected buildings. All instructors have been provided a PC tablet with built-in wireless connectivity. Each classroom has a VOIP telephone. There are 10 computer labs equipped with 25 computers, one printer, LCD projector, and scanner. There are 7 media centers/libraries that are equipped with 20 lap-tops (securely locked), 2 printers, LCD Projector, and 3 scanners. The High School and Middle School each have a mobile lab consisting of 25 laptop notebooks with wireless connectivity, LCD projector and can print to the media centers network printers. The administrative offices are equipped with desktops and 1 network printer per 3 people. Twenty Administrators also have PC tablets.
Repair Policy
This policy may be updated as needed.
- All equipment under warranty must be sent in to appropriate warranty center. Do not try to repair anything under warranty; this may void additional warranty work.
- Non-warranty machines will be looked at to determine problem. Once problem is determined, the total cost of the repair (parts and labor) will be considered. If the cost of the repair is 75% of the replacement cost, equipment should be replaced.
- Repairs will be preformed by Tech Department as time permits, a replacement computer will be provided. If no replacement computer is available, repair will take priority. Major repairs (less than 75% of the replacement cost) that are beyond the scope of the Tech Department will be outsourced to local repair shops.
- Computers have been cloned, if they exhibit software problems the system will be restored to the original clone.
- Teachers, students and administration must keep all data on the network server or external drive ( USB Drive). If the Tech Department needs to clone a machine, all local hard drive information will be lost. PC Tablets should be synced daily with network server to avoid loss of data.
- Cloning also limits unauthorized software from being installed on a machine. Although it does not prevent the practice, the information may be lost. The Tech Department is not responsible for re-installing unauthorized software.
Equipment: Below is a list of equipment used by Digital School District, the list includes replacement and total cost. Replacement cost should be updated regularly and reviewed before making major decisions on system repair. Included in this list are External Floppy and DVD/CD Drives, the standard systems do not have Floppy Disk or DVD burners and this media maybe needed at some point by students, instructors and/or staff. For details of the equipment see attached spreadsheet: Cottin-assignIIIC-details.xls
Digital School District Hardware Inventory |
|
Detail Information is included in spreadsheet: Cottin-assignIIIC-details.xls |
|
Quantity |
Instances |
Total # |
Location |
Description |
Cost |
Total Cost |
|
Computers |
|
|
|
|
|
|
|
20 |
1 |
20 |
Administrative Staff |
PC Tablets |
$964.52 |
$19,290.40 |
|
190 |
1 |
190 |
Instructors |
PC Tablets |
$964.52 |
$183,258.80 |
|
40 |
1 |
40 |
Administrative Staff |
Desktop Workstation-Admin |
$1,020.60 |
$40,824.00 |
|
25 |
10 |
250 |
Computer/CRT Labs |
Desktop Workstation-Lab |
$774.45 |
$193,612.50 |
|
25 |
3 |
75 |
Mobile Labs |
Notebook PC |
$1,110.66 |
$83,299.50 |
|
Sub-Total Computers |
575 |
|
|
|
$520,285.20 |
|
Telephone |
|
|
|
|
|
|
|
190 |
1 |
190 |
Classroom |
VOIP telephone |
$84.95 |
$16,140.50 |
|
60 |
1 |
60 |
Offices and other |
VOIP telephone |
$84.95 |
$5,097.00 |
|
10 |
1 |
10 |
Administrative Office |
VOIP switchboard telephone |
$403.20 |
$4,032.00 |
|
Sub-Total Telephones |
260 |
|
|
|
$25,269.50 |
|
Equipment |
|
|
|
|
|
|
|
13 |
1 |
13 |
Administrative Offices |
Printer- HP LaserJet 4250- B/W - laser |
$828.74 |
$11,049.87 |
|
17 |
1 |
17 |
Media Centers & Labs |
Printer- HP LaserJet 4250- B/W - laser |
$828.74 |
$14,088.58 |
|
7 |
1 |
7 |
Media Centers |
Printer- HP Color |
$244.33 |
$1,710.31 |
|
17 |
1 |
17 |
Media Centers & Labs |
Scanner- HP |
$99.99 |
$1,699.83 |
|
17 |
1 |
17 |
Media Centers & Labs |
LCD Projector-Dell 3300MP |
$1,439.10 |
$24,464.70 |
|
3 |
1 |
3 |
Mobile Cart |
LCD Projector-Dell 3300MP |
$1,439.10 |
$4,317.30 |
|
10 |
1 |
10 |
Media Centers |
External Floppy Drives |
$29.99 |
$299.90 |
|
10 |
1 |
10 |
Media Centers |
External DVD/CD Burner |
$199.99 |
$1,999.90 |
|
100 |
1 |
100 |
Classrooms (Mentor/homerooms), Media Centers and other |
27 inch Television |
$349.99 |
$34,999.00 |
|
7 |
2 |
14 |
Building/Media Centers |
Digital Cameras |
$179.00 |
$2,506.00 |
|
7 |
2 |
14 |
Building/Media Centers |
DVD/VCR combo |
$149.00 |
$2,086.00 |
|
Sub-Total Equipment |
|
|
|
$97,161.57 |
|
Servers |
|
|
|
|
|
|
|
3 |
1 |
3 |
Tech Department |
Servers- Network, Storage & Power School |
$3,287.40 |
$9,862.20 |
|
Sub-Total Servers |
|
|
|
|
$9,862.20 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Total Cost of Equipment |
|
|
$652,578.47 |
|
Not including wiring, access points, routers and other network hardware |
|
|
|
Replacement Parts: The following list contains the cost of individual parts that may need replacing during a repair. The Technical Department tries to keep parts on hand for minor repair situations. These minor repairs will usually take less then an hour. Determining the problem may take longer. Cost of the items will be billed to appropriate department and may need prior approval. Prices do not include quantity discounts or educational pricing. For details of the equipment see attached spreadsheet: Cottin-assignIIIC-details.xls, Parts Tab.
|
|
Parts |
|
|
|
|
Supply Item |
Description |
In-Stock |
Retail Cost Each |
Source |
|
CPU Fan |
Antec LED Fan Blue - fan unit-3 Blue LEDs; Size 80 x 80 x 25.4 mm; Weight 71.5 gm; Fan Speed 2,600 rpm (avg.); Volumetric Airflow 34 CFM. |
4 |
$8.00 |
CDW |
|
Case Fan |
80mm DBB Double Ball Bearing Clear Case Fan |
4 |
$11.46 |
CDW |
|
Maxtor Internal Hard Drive |
80GB, 7200 rpm, EIDE Ultra ATA/133 3.5" low profile internal hard drive for PCs and Macs |
4 |
$74.74 |
CDW |
|
DELL internal CD-ROM Drive |
48x CD-ROM |
2 |
$44.10 |
DELL |
|
300W Power Supply |
300 Watt Long-Life ATX PC Power Supply for Pentium/AMD |
2 |
$35.51 |
CDW |
|
350W Power Supply |
Reliable 350 Watt ATX12V PC Power Supply |
2 |
$44.97 |
CDW |
|
Supply Item |
Description |
In-Stock |
Retail Cost Each |
Source |
|
Video Card |
Graphics adapter; RADEON X300 SE; PCI Express x16; 128 MB DDR; TV out |
2 |
$166.79 |
CDW |
|
Intel PRO/100 M
Network Card-Desktop |
Network adapter; PCI; EN; Fast EN; 10Base-T; 100Base-TX;remote wakeup |
2 |
$40.23 |
CDW |
|
Wheel Mouse-Student |
PS/2 and USB connectivity; Step and scroll technology; center button is customizable |
5 |
$4.99 |
J&R |
|
Optical Mouse- Staff |
Step and Scroll Technology / Rubberized Sides / No Mousepad Required / USB and PS2 Connectivity |
5 |
$14.99 |
J&R |
|
Parallel Printer Cable |
|
5 |
$9.99 |
J&R |
|
Printer Toner Cartridge |
LASERJET 42A SMART BLACK PRINT CARTRIDGE |
14 |
149.95 |
TriState Camera |
|
Screw Kit |
80-PIECE PORT Includes screws, standoffs, and jumpers essential to PC building or repair |
1 |
5.99 |
Cables to Go |
|
PC Tablets |
Instructors System |
2 |
$964.52 |
ACER |
|
Administrative Staff |
Desktop Workstation-Admin |
2 |
$1,020.60 |
DELL |
|
Computer/CRT Labs |
Desktop Workstation-Lab |
2 |
$774.45 |
DELL |
|
Mobile Labs |
Notebook PC |
2 |
$1,110.66 |
DELL |
|
Classroom and offices |
VOIP telephone |
2 |
$84.95 |
|
Note: CDW and Dell offer educational and quantity discounts, to take advantage of the discounts we try to order keep enough supply on hand so that we can accumulate enough orders before ordering. Additional cables, power cords, and parts are available from surplus computers.
Tools: The Technical Department has 3 Workstation Tool Kits, one for keeping in the Technical Department Room and two for traveling to other buildings. Additional tools are borrowed from the Machine/Wood Shop or purchased if necessary. A helpful website for computer tools is: http://www.pctechbytes.com/pcworkbench.htm I did not include anti static wrist straps because I do not know anyone who actually uses them.
Tools |
|
|
Quantity |
HT-2020 Workstation Tool Kit |
|
|
2 |
The HT-2020, with its wide assortment of quality basic tools, is our most popular tool kit. These tools will allow the technician to perform all of the basic repairs on computers and workstations. |
64.99 |
|
6" Wire stripper pliers |
|
|
3-pc Soldering aid set |
|
|
Heat sink |
|
|
3 x 38 Magnifier glass |
|
|
Stainless steel tweezers |
|
|
6-pc Precision screwdriver set |
|
|
4 1/2" Stainless steel side cutter pliers |
|
|
5" Stainless steel long nose pliers |
|
|
Screwdrivers: |
|
|
|
Phillips: 3.2 x 75 mm, 5 x 75 mm |
|
|
|
Slotted: 3.2 x 75 mm, 5 x 75 mm |
|
|
|
Parts box |
|
|
|
8-pc Mini electronic combination wrench set: 5, 5.5, 6, 7, 8, 9, 10, 11 mm |
|
|
|
Soldering stand |
|
|
|
Solder core |
|
|
|
3-Prong holder |
|
|
|
Utility knife |
|
|
|
De-soldering pump |
|
|
|
Soldering iron |
|
|
|
PU carrying case (315x240x93 mm) |
|
|
|
|
|
|
4 |
Anti Static Floor Mats
A vital fixture for any ESD-safe work area. Perfect for people standing up to assemble or repair computers. Provides a comfortable, cushioned work surface to help increase productivity. Closed cell vinyl withstands industrial compounds such as grease and liquids for cleanliness and easy upkeep. Comes in Gray, Brown, and Black. 3/8" thick anti-static. |
24.95 |
|
2 |
Anti Static Desk Mats w Ground Cord 18x18
One touch and your system is protected instantly. Created exclusively to sit beneath desktop computers, the mat prevents harmful static charges before they can damage your data. Cushions the computer to eradicate irritating noise and vibrations. To eliminate and dissipate static electricity, simply touch the mat before starting your computer and while you are working. |
16.95 |
|
15 |
Safety Glasses ERB, Inc. Clear
Comfortable, lightweight specs with clear lenses are free of distortion. Wear over prescription glasses or by themselves. Wraparound side shields provide maximum protection. |
2.16 |
Space: Digital School has designated area (14 x 25) for the Technical Department which is securely locked at all times. Environmental controls have been installed to maintain adequate temperature and air ventilation. Each building also has a locked storage closet in the Media Center to secure items that are not securely mounted to prevent lost and theft. All items taken from the Media Closet must be signed out by the Media Specialist or approved staff member. The Tech Department has a permanent workbench installed for working on computers along one wall with cabinets above. The facilities are equipped with the following amenities:
Space |
|
Quantity |
Item |
Description |
Cost |
Source |
|
4 |
Storage Cabinets |
Two welded shelves and two shelves that adjust on 2" centers.Full suspension locking lateral file drawer accommodates letter or legal hanging folders. Full-length, recessed and easy-to-reach handle design. All welded steel construction with concealed hinges. One lock. Magnetic catches. |
459.99 |
Staples |
|
2 |
Tables |
Studio RTA® Adjustable-Height Utility Table, 48"W x 24"D, Dove Gray. Large knobs allow easy height adjustments from 21 1/2" to 30 1/2" ; Large 24" x 48" |
114.99 |
Staples |
|
2 |
Desk |
HON® Metro Classic Double-Pedestal Desk, 60" x 30", Walnut/Black |
369.99 |
Staples |
|
3 |
Chairs |
Global Sprint Armless Custom Fabric Task ChairsPneumatic seat height adjustment; Seat-depth and back height adjustment; Twin wheel carpet casters; 36”H x 20 ½”W x 23”D; Mfr Limited Lifetime Warranty |
159.99 |
Staples |
|
Quantity |
Item |
Description |
Cost |
Source |
|
2 |
Stools |
Do it Best Black Stool. (special order) This contractor stool stands 29-1/2" high. It can be used at any service or contractor counter. It is black with the Do it Best logo in warm red and yellow. |
89.99 |
Cottin's Hardware |
|
8 |
Racks |
Heavy Duty Industrial Rack Shelves adjust at 1-1/2" intervals. Gray baked enamel finish. 1200 lb. per unit. 36" x 18" x 72", 5 shelf unit. |
67.59 |
Cottin's Hardware |
|
2 |
Filing Cabinets |
4-Drawer; 50 3/8"H x 18 1/4"W x 26 1/2"D, Black; Legal Files Each file features an installed lock, high drawer sides and a wire follower with a loop handle. |
129.99 |
Office Depot |
Staffing:
The Michigan Board of Education developed the Michigan Technology Staffing Guidelines- determining how many technical support staff is neededin a school district, which can help in the decision process. The reality of staffing a Technical Department will be determined by budget and commitment to technology.
Resources:
Acer Computers http://www.acer.com
Best Buy http://www.bestbuy.com
Cottin’s Hardware http://cottins.doitbest.com
Dell Computers http://dell.com
J & R Electronics Inc. http://jr.com
Lets Go Digital http://www.letsgodigital.org/
Office Depot http://www.officedepot.com/
Page Computers http://www.pagecomputers.com
Price Arrow http://www.pricearrow.com
Projector Central http://www.projectorcentral.com/
Tiger Direct http://tigerdirect.com
Triangle Camera http://www.trianglecables.com/
Tri-State Camera http://tristatecamera.com
Staff Resources:
Predicting Staffing Sizes for Maintaining Computer-Networking Infrastructure, Gowen, Lon, 2000, http://lstech.org/resource_lib/tech_manage/hiring_consult/Predicting_ITstaffing_levels.pdf
Michigan Technology Staffing Guidelines- determining how many technical support staff are needed, based conditions in their district. 1998, http://techguide.merit.edu/
Tech Site| Glossary | Troubleshooting Checklist | Sample Documents | Windows & Software | Certifications | Tech Resources |