Industrial Report - Ndlovu Kevin Mehluli

Swaziland College of Technology

Sept 13

Industrial Attachment

Report Diploma in Computer Science

Ndlovu Kevin Mehluli

Industrial Attachment Report 2013

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Table of Contents

Acknowledgements ....................................................................................................................................... 2

Chapter 1 – Introduction ............................................................................................................................... 3

Chapter 2 – General Outline ......................................................................................................................... 4

Chapter 3 – Work Areas ................................................................................................................................ 5

3.1 – Customer Care.................................................................................................................................. 5

3.2 – Testing .............................................................................................................................................. 6

3.2.1 – Troubleshooting ........................................................................................................................ 6

3.2.2 – Configuration ............................................................................................................................ 7

3.3 – Networking ....................................................................................................................................... 8

3.4 – Other Duties ..................................................................................................................................... 8

Chapter 4 – Major Tasks ............................................................................................................................... 9

4.1 – Network ............................................................................................................................................ 9

4.2 – Testing .............................................................................................................................................. 9

4.3 – Server Technology .......................................................................................................................... 10

Appendix ..................................................................................................................................................... 11


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Acknowledgements

This is to recognize a group of selected few without which this academic journey would not have been a success. First and foremost is the Lord Almighty who provided the opportunities and gave me the ability to utilize them as I did. Second, comes my parents who have supported me financially, emotionally and otherwise; my qualified and determined lecturers who spent years preparing me for the twelve weeks that were a manageable challenge; Informatics Africa which gave me the opportunity to work, learn and practice which took their time and effort thus slowing down production with the hope that I will benefit from the experience; and not to mention my supervisor and all colleagues I had the pleasure of working with.


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Chapter 1 – Introduction

After two long years of being fed a monumental but steady diet of data, the time for having a feel of the industry’s manner of operations arose. A lot that was dished during the twelve weeks provided a learning experience. The following pages aim to explain what technical knowledge gains were made and further reveal the exposure to new technology.


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Chapter 2 – General Outline

Informatics Africa T/A PC Systems (PTY) LTD is a computer supplier and repair company which started in late 2005 as PC Soft. It later evolved into PC Systems as it is commonly known today. It has four co-owners, namely, Mr. P. Nkambule, Mrs. D. Manyatsi, Mr. K. M. Zulu and Mrs. N. Ndzimandze. They all head in different departments; Mr. Nkambule in sales, Mrs. Manyatsi in the accounts department, Mr. Zulu in the workshop and Mrs. Ndzimandze is the Human Resource Manager.

In as much as PC Systems is a computer company, it sells much more than just computers and computer accessories. It sells technology such as smartphones, tablets, digital voice recording pens, LCDs, plasma screens and so on. The company provides services such as repairs on computers of all sorts, UPSs, projectors, printers among other devices. PC Systems also provides services such as building networks, troubleshooting computer related issues on-sight and attending to special orders from customers. This means that the aim of the company goes way beyond simply supplying technology but also entails ensuring that that technology is suitable for the customer’s needs thus leaving the client satisfied.


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Chapter 3 – Work Areas

There are a number of work areas that provided exposure to the technology that is used on a daily basis in some organizations which is rarely used, if used at all in others. The areas are listed as follows:

Customer care

Testing o Troubleshooting o Configuring/ Setting Up

Research Installation Upgrades

Networking

Other duties

3.1 – Customer Care

The number one priority was to provide good service to customers which meant that products such as computers, tablets, printers, UPSs, and smartphones were on warranty. If issues arise, device’s warranty status should be checked so that warranty is maintained valid until the warranty period elapses. If the device is no longer on warranty troubleshooting can begin. Most customers are not well versed with the laws of warranty so it is the duty of the technician to advise the customer in such cases.

It is also the duty of a technician to advise a customer on what is best at producing the customer’s desired result. For instance, a customer may be an architect working the company E. D. Simelane and Consultants and may be looking for a laptop that can handle the programs used in that field. As a technician, it is a duty owed to oneself and the company, to advise a suitable model because an entry-level laptop or notebook will not run the softwares used in the field smoothly. This is because they have averagely performing processors and most support only 2GB Random Access Memory (RAM) and at most, 4, in general.

Computers, Printers, UPSs, and keyboards were attended during service. These electronics were serviced differently. Computers, for instance, specifically desktop computers, were opened up and cleaned thoroughly on the inside using a blower and a foam cleaner and cloth were used to wipe off on the outside. The keyboard would then be turned upside down and the keys patted lightly which releases small particles of dust and breadcrumbs which accumulates under the keys. The mouse, monitor, printer and UPS on that day are simply wiped up using a cloth and foam cleaner but the screen of the monitor is cleaned using a screen cleaner instead of the foam cleaner. Otherwise printers and UPSs are cleaned on the inside when they are brought in for repairs.


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If a computer, for any reason requires a new Hard Disk Drive (HDD) – say because of performance issues or bad sectors that cannot be repaired – data stored on the old Hard Disk Drive should be copied – to the new Hard Disk Drive – using the account “administrator” (not an administrative account) to the very folders they were stored in. This is so that the files are easily located on the new drive and so that all the files are copied, if possible.

Service such as making the working environment as hassle free as possible for the customer is imperative. This includes installing the ‘Start’ button in Windows 8 for novice users and suggesting accessories such as mouse pads, screen filters and UPSs for customers the require such in their line of work.

Orders made by customers are delivered. If a customer brought a product in for repairs, that product is either delivered or fetched by the customer.

3.2 – Testing

Testing is the first step for setting up or troubleshooting any device. If a computer, for instance, is new it is tested before delivered or given to a customer. If the computer is new, this is carried out by configuring it (giving it a PC name, creating a user, configuring date, time, geographical location, Windows update settings and license agreements). If the factory installed software is working fine, the final phase of the Operating System’s installation will take place and the desktop will appear in all Windows Operating Systems except Windows 8 which shows the new ‘Start’ menu. Fortunately none but one computer all the industrial attachment weeks failed the last stages of installation. Since it was a new computer, it was sent back to HP.

Testing old computers has to do with checking whether or not the computer really does have the problem stated by the customer. For example, a customer may not have plugged in the Ethernet cable into the Ethernet port on the computer and yet says the computer does not connect to the company network. Or the UPS keeps making a loud noise yet it is plugged into the electricity socket in the wall only to find that the plug’s switch in the main switch tripped.

Printers were tested and configured. Some, during testing, required date, time, location settings, ePrint capabilities weren’t a must to configure unless the printer was malfunctioning and thus could no longer print other than using ePrint.

3.2.1 – Troubleshooting

Troubleshooting has to do with finding the source of an abnormality which comes with understanding the problem itself. It is a procedural way of thinking based on the current reaction of the malfunctioning device. For example, if a dot-matrix printer which prints invoices has a printing irregularity such as pushing the paper too far up on the second page resulting on it printing not from the first line as it is supposed to but on the following lines. In this case it may be the computer, the printer (formatter board), or the software used on the computer that is failing to communicate with the printer as it should. Paper size corresponding with the


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invoice paper can be created but if that fails, repairing or re-installing printer drivers is the next viable option.

3.2.2 – Configuration

Configuration has to do with making a device work in the way it is expected. It could be a server, computer or access point. If it does not provide the service it was purchased for, it is useless in the business world. If a cloud server is being configured, for example, to prevent misuse of storage space by one person, users can be created and have users authenticated when accessing the server and also given a limit in terms of the highest amount of storage that can be used. If after configuration, the cloud server cannot be accessed from anywhere, then it has not met its prime requirements.

Research

Technology differs because manufacturers differ. Each manufacturer solves the same problem in different ways with the only guideline being that technology’s standards. An example could be a server. Different servers are built for different purposes which is why they support different RAID (Redundant Arrays of Independent Disks) levels. Some are built for storage, some for hosting one or more websites or databases, some for gaming purposes and some servers are multifunctional. The amount of processing power required by the servers varies. Different file systems will be used and hot spares will, in some cases be a must. This is also why some servers support up to sixteen Hard Disk Drives when some only support eight or four – also in varying capacities. This, therefore, implies that configuring these servers will be carried out differently which urges a technician to do some research both on the technology and the Operating System.

Even with Operating Systems and application software, error codes differ. Those codes need to be looked into during installation.

Installation

Installation exists in two forms being software and hardware. Though software requirements differ, generally the requirements are with regard to processing speed, memory capacity and its speed, graphics memory speed and capacity, some need specific hardware such are Blu-ray disk burning software such as Nero 12 Platinum (it will not work if the DVD drive is not Blu-ray compatible). Minimum requirements mean that the software will work but not with optimal performance. Recommended requirements, on-the-other-hand, are the requirements that will provide the best performance.

Hardware, on-the-other-hand, is checked against the main board. The main board regulates which group of processors, memory modules, graphics and network cards that it can operate. With these, one can visit the mother board manufacturer’s website for the complete list of hardware installation and upgrades that can be carried out.


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In most cases, upgrades that were dealt with were hardware based. Things like replacing a 250GB Hard Drive with a 500GB, moving from Windows Server 2008 R2 to Windows Server 2012, replacing an Intel Celeron processor with an Intel Core i3 or i5 processor, adding more RAM to a server (most servers dealt with during the twelve weeks were delivered with 12 or 16GB Random Access Memory among other things.

3.3 – Networking

In the area of networking, networks would be built from scratch or simply have more network points, creating network cables using the T568A/ B standard, setting up an access point or simply troubleshooting a networking device on the company network.

When building a network using Ethernet cable; the network points to which devices connect; are extensions of the patch panel. This means that network point 16 is connected on patch 16 of the patch panel and further to port 16 of the switch. Patch lead runs from the patch panel through the brush panel to the switch. And a fly lead connects a device to the wall box which is otherwise known as a network point. This then becomes a star network because all the devices will be connected to the central device which is the switch. In order for all the devices to gain access to the internet, a configured access point has to be connected to the switch. Furthermore, the network and internet capable devices have to be allowed on the network and have to be given the right to gain access to the internet.

In such an environment, straight-through network cables should be used since devices are not directly connected to each other. The switch ensures that packets are forwarded to the desired destination.

3.4 – Other Duties

Other duties entailed leading office meetings where updates would be made as to how far one has gone with the tasks to which one was assigned, brief colleagues that will be delivering new technology on how to set it up for the client, cleaning up the storeroom and joining in team building activities on weekends.


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Chapter 4 – Major Tasks

From the large number of work areas that provided exposure, an even greater amount of tasks, knowledge and experience rises. Of those tasks, three will be explained in depth and will be the heart of this section.

4.1 – Network

Before building the network itself, it is imperative to go on sight to survey the environment. This ensures that the network plan that will be drawn up, will suit the area. This also helps when trying to make a list of equipment to gather for the job. For example, Fiber-optic cable may need to run from one building to another through a linked ceiling, if any, or on the roof of the buildings. Being on-sight makes estimating the total amount of cable to be used possible and accurate. This also makes keeping a good cable length easier to do since a length of 100m causes a loss of packets.

The next step is ordering and gathering the tools needed for the job and of course the supplies as per the need of the network. The tools could be a driller, drills, wall plugs, screws, screw drivers, mounting bracket, ladder, Ethernet crimping tool, cable stripper, side cutter, long nose, measuring tape, RJ-45s, and boots, punch down tool, among other things or if it is a fiber-optic network, instead of the Ethernet crimping tool, punch down tool, RJ-45s and boots, the following would be required, clean wipes, a universal fiber crimping tool, laser safety glasses, pigtails, splicing tool, and fiber-optic continuity tester.

Supplies could be a cabinet (if a server will be housed within the cabinet, its size should be no less than a floor-mount 25U), cable trunks, and patch panel, brush panel, switch, and access point. When all equipment and supplies are available, the network building can begin.

4.2 – Testing

Since Informatics Africa is, at the end of the day, a computer, peripherals and accessories sales company, testing was a big part of the job. Testing computers was the easiest because all computers that were sold ran Windows operating systems. In that area, there was none to learn. The challenge came about when it was printers that should be tested. This is because printers work differently and the bigger the printer is, the more complex it is to work with.

I had the pleasure of testing a printer so big it weighed 124kg. That is an HP LaserJet Enterprise 500 colour MFP M575f. It is a multifunction printer but because testing is done in the company workshop, the scanner was never tested. Only the printing and copying was. Testing entailed setting the date, time, and location, installing supplies (paper and toner cartridges), calibrating, aligning and printing a test page.

*Images of the steps are found in the appendices.


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4.3 – Server Technology

Servers attend to requests made by users on other machines. The requests come to the server and it is the server that ensures that there is a response even if there are multiple users submitting requests simultaneously. This is why servers have so much computing power, have two slots for feeding in power (one power supply, if both are plugged in, acts as a backup if for some reason the power supply in slot one fails), large memory and storage capacity (allows four or more server Hard Drives to be installed; RAIDing the drives merges them logically).

The servers configured on the course of the twelve weeks were for storage. RAID level 5 was the best choice (in general) between RAID levels 0, 1, 5, and 10. This is because it provides high performance (due to random access), higher capacity and storage efficiency (which RAID 1 and 10 fail at providing), and since it allows a hot spare to exist it decreases the risk of data loss because as soon as a drive fails it is replaced by the spare – having that array immediately rebuilt on failure.

RAID 50 existed was a viable option on the HP ProLiant 380 G8 server which had eight 300GB Hard Disk Drives installed. Though RAID 50 provides high fault tolerance, it was not used in the setup due to the fact that it does not handle storage capacity as efficiently as RAID 5.

Windows Server Standard 2012 GUI is the version that was used in all server configurations. The HP ProLiant 380 G8 server was for use in the FSRA department to be a domain controller which in Windows Server 2012 requires promotion which is done after installing Active Directory Domain Services in ‘Roles and Features’.

It is important to select the correct server from the server pool because the selected server will be the domain controller and will have those selected services installed in it. The link at the end of the installation will present options, namely, “Add a domain controller to an existing domain”, “Add a new domain to an existing forest”, and “Add a new forest”. The first option is the correct one to select. The root domain name serves will be part of the full computer name after the reboot at the end of the installation.

The forest functional level and domain functional level are best kept on Windows Server 2012 because the Operating System supports all the previous Windows Server version’s functions. Having a password is mandatory and it should not be the default ‘P@ssw0rd’ because this compromises security. After installing and rebooting, the server will be a domain controller. The NetBIOS name becomes the username that should be used when logging in.


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Appendix

Figure 1: Toner Cartridge for Brother Laser Printer


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Figure 2: HP Multifunctional Laser Printer


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Figure 3: D-Link Cloud Storage Server

Figure 4: UPSes at Pamalat in Matsapha


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Figure 5: Extending Network at Pamalat in Matsapha

Figure 6: Setting up HP ProLiant Server for FSRA


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Figure 7: Changing HP Compaq's Screen

Figure 8: FSRA's UPS


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Figure 9: Installing the HP ProLiant Server at SRA's Cabinet


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Figure 10: HP Proliant Server installed

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