Remote Support Demo

1
Remote Support Demo

• For NTC Conference
• 2007

2
Introducing

• EngenderHealth Technical Support Specialists
• Andrew Mare.
• Hector Matos.

3
International Offices

• Based on connectivity
• Offices with high-speed broadband
• At least 256K DSL/Cable or leased line.
• These offices get a VPN, AD and Exchange.
• Some have a local Tech Staff Member.
• VNC, GotoAssist, RDCs are all viable here.
• Offices with unreliable connections or dialup.
• Slower leased lines or dialup.
• IMAP for email, no AD, no VPN and no Exchange.
• No local Tech staff on site.
• Only GotoAssist is viable in these offices. But
  not always.

4
NY-to-Field Layout
VPN/FW
NY Router
NY Servers / Clients
Internet
Field Office Modem
VPN/FW
Field Servers / Clients
5
Telecommuting

• Connectivity
• High-Speed Internet.
• Phone / VOIP.
• VPN.
• Common Tasks
• Active Directory Management.
• Exchange Management.
• Server and end-user support.

6
Tools of the Trade

• Communications
• VPN PIX.
• VOIP Multitech.
• Remote Support
• Remote Desktop Connection.
• Remote Desktops (console).
• MSN Messenger Remote Support.
• UltraVNC.
• GotoAssist.
• Phone Local Re-enactment.
• Telnet/SSH and Web GUIs for Cisco products.

7
Typical RemoteSupport Demo

• Server
• Recover a file from backup.
• End-User
• Configure Outlook for new Staff member.

8
Other Considerations

• Windows Vista?
• Will Vistas additional security hinder our
  work?
• A smarter Messenger?
• Will we ever get a Messenger client that can do
  NAT Traversal?
• More secure VNC?
• Cheaper alternatives to GotoAssist?