Hi there! My name is***** am a computer professional with over 15 years of experience with both Mac and Windows computers, phones, tablets, and printers. It would be my pleasure to assist you with this. Can you tell me please what Operating System you have?
If you're not sure, you should be able to use one of these links to find out. Or, if you prefer I can connect to you remotely and work on this while you watch.
Can you click this link and tell me what you see please?
From the Apple menu, choose About This Mac. Your version of OS X appears directly below “OS X