# Volume

Document Sample

					HRS & RP
CAL POLY POMONA

Desktop Support Tech -
Training Guide

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Security ........................................................................ 1-1
Account Usage .................................................................. 1-2
Chapter 1 – Quiz ............................................................... 1-5
Information Gathering .................................................. 2-1
Direct Training ................................................................... 2-1
Research ........................................................................... 2-1
Subscriptions ..................................................................... 2-1
Chapter 2 – Quiz ............................................................... 2-4
Basic Concepts ............................................................ 3-1
Concepts ........................................................................... 3-1
Storage vs. Memory .......................................................... 3-1
Windows Share Access ..................................................... 3-3
Windows Share Level Security .......................................... 3-4
Creating Users & Groups in Active Directory .................... 3-4
Creating Shares ................................................................ 3-7
Networking (Connectivity) ................................................. 3-8
Internet Protocol ................................................................ 3-9
Troubleshooting Connectivity ............................................ 3-9
Chapter 3 – Quiz ............................................................. 3-11
Reducing the Stress ..................................................... 4-1
Miscellaneous Stuff ...................................................... 5-1
Backing Up Files ............................................................... 5-1
Corrupted Files .................................................................. 5-1
Periodic Maintenance ........................................................ 5-2
HRS & RP Intranet ............................................................ 5-2
Setting Up Printers ............................................................ 5-2
Resource Management ..................................................... 5-2
Shared Drives.................................................................... 5-3
Servers .............................................................................. 5-4
Spam Filtering ................................................................... 5-5
Worms/Viruses .................................................................. 5-5
Glossary ....................................................................... 6-1
Appendix ......................................................................... 1

Training Schedule:

2 hours scheduled between 5/24 – 5/28.

Chapters 2 & 3 – Self Administered Training.
Deliverables are due 6/4

Chapters 4 & 5 – Self Administered Training.
Deliverables are due 6/11
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Chapter

Chapter 1 Security

Security

Desktop Support Tech security is more important to implement
data.

As a desktop support tech, it’s your responsibility to use strong passwords.

S
trong passwords are the key to a secure system. Always use strong passwords (9
passwords (9 digits, alphanumeric with special characters like _). Use different
different passwords for different access, including different websites. (So if a
a password is detected, everything isn’t vulnerable). Use Whisper OR Outlook
Outlook to keep track of passwords.

passwords. (Leave a reminder in Outlook to change the password every 90 to 120
days.)

Note –  In this guide we’ll use icons to highlight special
sections. See the Icon Key.                                           I C O N   K E Y

 Valuable information
 Hand’s On

1-1
 Hand’s On Activity # 1

In Internet Explorer, access http://www.csupomona.edu/~intranet/services/.
is used to access most of the resources on campus.)

take 15 minutes for all of your accounts to be synchronized to the new password.
So wait a few minutes before trying your new password. You’ll also need to
Windows NT Services link at http://www.as.csupomona.edu/ to sync you

If you have problems synchronizing your password, you’ll need to contact the
help desk.

If you don’t synchronize, you’ll need to enter a password for shares that are in
the CPP domain.

Deliverable: Screen Print the Internet Explorer page that confirms your
password has been changed. (Ask Burt if you don’t know how to screen print.)

Account Usage

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Use at least two accounts to access your PC. One account should have administrative
Account Usage &
resources. It’s up to you to determine the best way to do this.
By combining strong          For Example, I use my bmcasey in the Win domain as my main
passwords with use of mixed account. When I need to do risky work, like web researching, I
account types, you’ll ensure
that shares are secure.      use a local machine account, which has no access to shares on
our network. (This excludes Microsoft website research.)

(I agree that this procedure is an annoyance, but it’s required to protect the network
data.)

STUDENT NOTES:

   Make sure you have a password protected screensaver enabled. (Create a shortcut
so you can access it whenever you walk away from your desk.)

   Maintain your PC at a higher level than end-user PCs. Monitor for patches, and
install them immediately.

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To reduce the possibility of accessing confidential & sensitive information please:

1. Provide desktop support via NetOp, as much a possible. (You’ll need to call
the person before you logon with NetOp.)

a. Minimize all applications on the user’s PC, except the one you need to
work on.

2. If you need to work at the physical location, let the person know in advance,
when possible.

3. Documents in the person’s work area that are in your line of view should be
turned over.

4. If you should see something confidential or sensitive, of course it’s not
appropriate to discuss it with anyone.

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Chapter 1 – Quiz

1. What types of things can happen if there’s a security breach using an

2. Briefly tell me, in your own words, what MBSA is. (MBSA is from
Microsoft)

3. In Chapter 1, there’s a line that says to install patches immediately.
What are patches for (in your own words)?

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Chapter

Chapter 2 Information Gathering

Information Gathering
Your success as Desktop Support Tech is partially based on your ability to obtain and
apply technical information. There are three primary ways of obtaining technical
information: 1) Direct Training, 2) Research, 3) Subscriptions.

Direct Training
We’ll require that you participate in some of the free seminars and trainings that are
offered on campus.

Research
As issues arise, you’ll be required to research the issue, which is a great way of
learning. It’s important that we meet often, and that research results are documented
so that everyone can share the information gathered.

Subscriptions
You’re required to subscribe to the following :

   Cal Poly Pomona – Techgroup

    Send an email message to: postmaster@mail.class.csupomona.edu. In the
*BODY* of the message, type one line: SUBSCRIBE techgroup
Your_FirstName Your_LastName

    Remember to Use List Serve Etiquette:

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    When replying to the list, determine if everyone in the list needs

    http://www.microsoft.com/technet/security/bulletin/notify.mspx

    Microsoft:

    Technet – Mark as Favorite ->
http://www.microsoft.com/technet/default.mspx

    Newsgroup                                                   -
http://www.microsoft.com/technet/community/newsgroups/deskto
pos/winxp.mspx

    CERT:

    http://www.cert.org – Mark as Favorite

    Join mailing US-CERT - http://www.us-cert.gov/cas/signup.html#ta

 Hand’s On Activity # 2

Join all of the list serves, mailing lists, and subscriptions.

Deliverables: Print all of the confirmation messages.

STUDENT NOTES:

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Chapter 2 – Quiz

1. You’ve just received a message from CERT informing you of a Yahoo
Instant Messaging vulnerability. What do you do now?

2. Jane wants for all Payroll techs to have a browser called Mozilla Firefox
installed on their PCs. (1st step is to see the minimum requirements, and
confirm that Payroll PCs meet the minimum requirements.) Would you
be able to install Mozilla Firefox on Payroll PCs? Explain your answer.

3. Ann also wants Firefox installed on the extra PC at the CSC. (This PC
has 2 drives, C & D) Drive C: has 40 mb free, Drive D: has 1 gb free.
Would you be able to install Firefox on the CSC PC?

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Chapter

Chapter 3 Basic Concepts

Basic Concepts
There are basic Concepts that you must be able to master and basic habits you’ll
need to adopt to ‘Reduce the Stess’ of providing desktop support. This chapter will
cover the Basic Concepts. Chapter 4 will cover basic habits for Reducing Stress.

Concepts
The four most important tech concepts you’ll need to master are:

1. Storage vs. Memory (RAM vs. ROM)

4. Networking (Connectivity)

Storage vs. Memory
Data is stored on storage media like hard drives, floppy disks, CDs, tapes. You can’t
work with the data until its accessed from the storage media and moved into memory.

The bigger applications get, the more applications you need to run simultaneously, and
the more graphics you need to display, the more memory you’ll need. Windows can
only work with a finite amount of memory, so no matter how much memory you
have, you’ll eventually run out of resources. ‘Run out of resources’ refers to memory,
not storage.

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Windows (and some applications) uses temporary files that are added to your hard
drive. Your hard drive needs enough space for these temporary files to be created.

Additionally, Windows ‘mimics’ RAM using a physical file on your harddrive, called the
pagefile. Performance can be improved by increasing the size of this file to the
maximum size suggested by Windows.

Change the pagefile size by navigating to:

1. Right Clicking ‘My Computer’, Select Properties

3. Select the ‘Settings’ button under Performance

5. Select the ‘Change’ button for Virtual Memory

6. Make the initial size = the maximum size.

The size of the pagefile is dependent on the amount of free space on the harddrive, so
it’s important that harddrives aren’t maxed out. We use ePO to monitor harddrive
usage. While at the person’s PC, you can right click the drive and select properties to
see the free space.

Windows uses a hierarchical structure to manage folders and files. Files are created in
folders. (Files should never be added to the root, c:, d: …, and when possible
applications should never be installed in the root.)

You cannot have more than one file with the same name. The name is the full name,
which includes the path. So you cannot have two files named c:\temp\text.txt. You
can however have a file name c:\temp\text.txt,                 and one named
c:\temp\temp\text.txt.

DOS limited file names to 8 characters, which included digits, but limited some special
characters like ‘\’ (because ‘\’ denotes a folder), and ‘ ‘.

Windows allows for more descriptive file names, which can include ‘ ‘. It’s a good idea
to not use ‘ ‘ however because some files are published to the web, and some web
browsers don’t deal well with ‘ ‘. ALSO, there’s a limit of 256 characters to denote a
file name, so the longer the name the more likely you’ll have problems accessing and
saving the file. ‘\’ is still limited in the filename because it denotes a sub-folder.

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The best way to setup your folder structure is to not have a structure that’s too flat or
too steep. Too many files in a folder adds to file retrieval time. Too many sub-folders
adds to the full path name and may cause problems.

I try to limit my paths to four or five levels.

For example:

C:\Documents & Settings\bmcasey\tech\training\DesktopTechTraining.doc is the
name of this document. This document is four levels deep. If I get more than about
50 documents in a folder, I’ll re-organize the folder.

When looking at performance issues, check out how users are organizing their files.

Special Note: The Temp Folder is a special folder. Windows doesn’t create a temp
folder by default. Our practice will be to create a Temp Folder, and to re-direct the
Operating System default temp folder to c:\temp. (If we get to the point were we add
drives because we need more space, you can create a temp folder on any drive, and
identify the default as that temp folder.) (Periodically we should clean out the temp
folder. When it gets too big, performance is impacted.. Also one of my goals is to
create a batch file to clean out the temp folder on maintenance night.)

 Hand’s On Activity # 3

Change your Temp Folder location by:

1. Right Clicking ‘My Computer’, Select Properties

3. Select the ‘Environment Variables’ button

4. Change the variables for TEMP & TMP to c:\temp

resources. ‘Resources’ includes but is not limited to: Server file shares, Intranet shares,
Printers, & Database access.

Windows Share Access
Access is given in any of two ways:

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1)        Share Level Security Only

2)        Share Level Security & NTFS Security (the security tab)

Windows Share Level Security
The most important piece of security is creation and maintenance of user groups.
Never assign access to a user (The only exception is user Home Directories), UNLESS
Windows requires it. Occasionally you may need to add a user directly to the access
list, even if the user is in the assigned group.

 The primary reasons for using groups to give access is maintenance efficiency &
decreased risk of security breaches caused by not removing users from shares.
When a user separates employment, for example, you’ll only need to remove the
user from the group(s), rather than trying to go in on all the shares and remove the
user from the shares. Even if you only have one user to assign access to a share,
it’s necessary to create a group, and assign the group access to the share.

Our approach to security is to keep it simple. We have the option to create higher level
shares, and to give overall access at that level, then to give different level access to
sub-folders under the share using NTFS security. Since we’ve implemented Windows
2003, this schema isn’t the most stable, so our policy will be to use NTFS security
ONLY when there’s no other solution.

Eventually the only share which will have NTFS security in it, is the all_share folder.

The HRIS coordinator is responsible for the design of our share structure, however in
troubleshooting access problems, it’s necessary for the desktop support tech to
understand how security flows.

Creating Users & Groups in Active Directory
Users are created in one of two ways:

1)        Employees are added automatically by I&IT soon after receiving an
account request form.

2)        Our Organization Unit (OU) Administrator (the HRIS Coordinator), can
create custom users for certain applications. I&IT requires that all
HRS&RP objects created in Active Directory begin with hrsrp_. An
example is our custom Document Imaging system user named

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hrsrp_scanopr_1. This user is a generic account that eases the
management of the imaging system. Creation of new users is limited to
the HRIS Coordinator.

Both the Desktop Support Tech & the HRIS coordinator may create groups for

Create groups by:

1)        Opening the ‘Active Directory Users & Computers’ management console.

2)        Navigate to the tree ‘resource\adm_affairs\hrs_rp\’

3)        Right Click on hrs_rp.

4)        Select New \ Group

5)        Give the group a descriptive name.

a. If the group is used for distribution purposes (e-mail), use the
convention hrsrp_unitinitials. (e.g. hrsrp_hr). If the group is used for
security only use the convention hrsrp_s_unitinitials. (You may use
distribution groups for security, but pay attention to the members.)

i. If a group is created for distribution purposes, you’ll also need
to e-mail I&IT helpdesk and request that the group be mail
enabled.

6)        Keep the default for all other check boxes.

7)        Select OK.

8)        After creating the group, open it up, and add members to it.

9)        Remove the following default users/groups from the security tab.

a. Account Operators

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FIGURE 3.1 Left panel shows navigation to hrs_rp. Don’t forget to remove Account Operator & Domain

 Hand’s On Activity # 4

Add a group to Active Directory:

Create a group. Give it the name hrsrp_yourinitials_test.

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Creating Shares
Please note that our policy is to only create shares on Servers which are designated as
file servers. No shares should be created on user’s PCs.

Create shares by:

1)        Right clicking the folder you’d like to share.

2)        Select Properties.

4)        You may accept the default name, or give the share a more user friendly
name. The more user friendly name isn’t as important since we’re using
give, the more you temp folks to try to access your resources.

5)        Select the ‘Permissions’ button

a. Always add the following groups, with full permissions:

ii. hrsrp_stdts_tech

8)        Remove the Everyone group.

9)        Once the groups are added, assign the appropriate access (Full Control,

10)       Click ‘OK’

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 Hand’s On Activity # 5

Create a share on your PC, to the Office10 or Office11 folder.

Give access to the standard groups and the group you created in Activity #
4.

Test the access by accessing your PC from another station. (Use Netop)

Extra Credit - You can go one step further by giving access via the ‘Security’ tab
and assigning NTFS access. Try removing your custom group, giving read access

Networking (Connectivity)
Networking & Connectivity aren’t technically the same, however for our purpose we’ll
treat them the same. Connectivity involves connecting to resources across a network.
We’ve got LANS and WANS included in our network. We don’t distinguish between
the two, we refer to everything as the LAN.

Our network Infrastructure is supported by I&IT. We need to do some
troubleshooting before escalating a network issue to the helpdesk.

HRIS supports three types of connectivity which are:

   Local Network

       e.g. Shared drives (files), local database systems, shared printers.

   Campus Network

       e.g. Banner, Internet connection, Internet Mail, PeopleSoft, Outlook (and
Microsoft Exchange Mail).

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   State Controller’s Office (SCO)

       e.g. PIMS, CIRS, PIP, …

Infrastructure consists of routers, hubs, ports, switches, cabling, modems… We’re
using the campus Network to support our local network. The SCO infrastructure is
supported by Teale Data Center and partially supported by Telecommunications.

Internet Protocol
IP addresses are used to identify devices across an IP network, using the TCP/IP
protocol. TCP/IP isn’t the only protocol, but it’s currently the most popular.
Another commonly used protocol is IPX/SPX which is used by Novell networks.

The IP Addresses can be fixed or DHCP assigned (DHCP is the Dynamic Host
Configuration Protocol).

When setting up networking on PCs, confirm that the IP settings are correct:

       Campus DNS server IPs 134.71.4.100, 134.71.5.100

       Campus WINS server IPs 134.71.204.107, 134.71.204.111

Refer to the HRS & RP IP spreadsheet on the Intranet for IP address detail.

Troubleshooting Connectivity
If a user complains of not being able to access network resources proceed as follows:

1. Determine the scope. Determine if users on both physical networks are
having problems, or just one network. If more than one user, in more than
one area are having problems, escalate issue to the HRIS coordinator.

2. If only users on one network are having problems, inform the helpdesk, and
the HRIS coordinator, stating specifically which users are having problems (e.g.
HR & RMT, or Payroll & EH&S).

3. If only 1 user is having a problem:

a. Check the extent of the connectivity issue locally. Is all connectivity
lost on the PC?

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b. If there is no connectivity, check the cables to see that nothing has
been disconnected.

c. Once the cable connections have been checked, check the PC for
network setup problems by:

i. Opening the command prompt on the problem PC, and
issueing the following ipconfig command. Type ‘ipconfig’
initially. If this is a DHCP client, you should get the
complete IP assignment information. If any of the lines are
empty, issue the command ‘ipconfig /release’. Then ‘ipconfig
/renew’. Type ‘ipconfig’ again, to see if you have a full
information.

ii. In the middle of # i above you may issue a couple of ‘ping’s to
see if you can even communicate with other machines. A
good place to ping is the DNS server which assigns your
type the command ‘ping 134.71.4.100’.

iii. If you can’t connect, you’ll need to systematically rule out the
person’s jack, OR cable, OR NIC (Network Interface Card)
as the problem.

1. For the NIC, confirm that it’s not disabled by going
to properties on ‘Local Area Connection’.

d. Also use the nbtstat command to help troubleshoot.

e. For the network troubleshooting commands, remember the flags are
case sensitive. /? to see help, including flags (eg. ipconfig /?)

 Hand’s On Activity # 6

Execute the network troubleshooting commands above.

Use IP addresses 134.71.4.100 & 134.71.204.107. Use names hrsrp_granville
& hrsrp_janeway.

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STUDENT NOTES:

Chapter 3 – Quiz

(http://www.microsoft.com/windowsxp/home/using/
productdoc/en/default.asp?url=/WINDOWSXP/home/using/
productdoc/en/SAG_MPmonperf_15.asp) . Give me a brief 2 or 3
sentense summary.

2. Identify 2 different ways to rename a folder? What could be a negative
consequence to an end user of renaming a folder?

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3. What’s a brief definition of Active Directory?

4. New HRS & RP objects that are added to the WIN domain must

5. Who can create users in the WIN domain Active Directory?

6. Who can create groups in the WIN domain Active Directory?

7. What’s the primary way HRS & RP will deliver security access, Share
Level or NTFS Security? Can you give me a brief difference between
the 2?

8. What do you believe would happen if you deleted or changed the DNS
server entries for your IP settings (just state 1 result):

(Submit the Chapter 3 Quiz results to Burt by 6/11)

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Chapter

Chapter 4 Reducing The Stress

Reducing the Stress
Basic methods of Reducing the Stress while administering desktop support:

   Remember to provide good customer service to minimize support issues.

o Additionally, it’s good to remember everyone doesn’t think or learn
the same way.

o Even though you’re rushed, it’s better to finish the job, and where
possible extend a training opportunity to minimize support in the
future.

   Remember that working more than 40 hour weeks can backfire by decreasing
productivity & increasing errors.

   Use your supervisor to help prioritize tasks when you have emergencies competing

   ‘Documentation’ is your friend. It’s a headache to maintain, but is frequently a
lifesaver. Save e-mail. Document everything in the helpdesk public folder.

o When delivering tech support, it’s important to document well.

o We’ll decide as a team the best method for documenting.

o Currently we’re using Public Folders in Outlook to keep track of

   You’ll be more effective at desktop support if you feel responsible for the
information. Form a habit of gathering information at every opportunity. Read
tech magazines on your break, for example… You can share what you’ve read at
weekly tech meetings.

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   You MUST NEVER perform tech support tasks if you’re mentally tired. Better to
wait, even with an emergency, than to try to fix a problem while exhausted. The
damage you can do may not be recoverable.

STUDENT NOTES:

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Chapter

Chapter 5 Miscellaneous Stuff

Miscellaneous Stuff

Backing Up Files
The Desktop Support Tech is responsible for assuring that backups are performed
regularly on their end-user’s data. We’re using Retrospect. You’ll need to leave your
PC on nightly to ensure that backups happen.

You’ll also need to periodically test backups.

Corrupted Files
(Straight from Microsoft’s website)

 Reboot the machine and try to open the file again. Simple, I know, but how
often have you seen a reboot clear up a problem?

 Run Scandisk.

 Open the file on a different machine.

 Copy the file locally if you're on a network; do the reverse if the file is local. In
my experience, some files that for one reason or another failed to open on
network drives opened fine after I copied them locally.

 Turn off antiviral software as well as any non-system applications running in
the background. I've found that this technique works more often on the
Macintosh platform (through disabling extensions), but it's still worth trying in
Windows.

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Periodic Maintenance
The following should be performed periodically to ensure trouble free computing:

 Schedule scandisk & defrag to run periodically.

 Un-Install software that’s not on the list of approved software.
(http://www.csupomona.edu/~hrsrp/intranet/common/softwareinstallation.
html) Inform the user’s supervisor when this happens.

 Clean out the temp folder (delete files older than 1 month) (If the temp folder
has an excessive amount of files, make sure the user knows how to properly
turn the PC off.) (You can also use the Windows Disk Cleanup utility.)

HRS & RP Intranet
Use the HRS&RP Intranet for accessing & posting cheatsheets, and internal tech
policies & procedures.
\\hrsrp_granville\all_share\sites\hrsrp_web\intranet\intranet.html

Setting Up Printers
See the instructions on the HRS & RP Intranet for setting up printers.

 Hand’s On Activity # 7

Setup the Printer for the Payroll Printer.

Print the configuration page from the Payroll 8150 printer to determine it’s
DELIVERABLE: Payroll 8150 configuration page.

Resource Management
HRS&RP users access many different applications which causes Windows to run low
on resources (memory).

When users complain of poor performance do the following:

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    Check the event logs to see if there are any application or system errors
that may be causing performance issues.

    Run SpyBot & AdAware to make sure spyware isn’t running in the
background. (Make sure both have been updated with new ‘definitions’.

    Check pagefile size, and increase it if needed.

    Scan disk(s) with updated Anti-Virus software to make sure there’s no
virus/worm. (Always check for date of dats.)

    Some applications, such as Word & Excel, don’t release all memory after
they are closed. So it’s necessary to restart Windows to free up memory.

    Check the number of files in the system temp folder and clean out old files
as needed.

    Run the Defrag Utility.

    Run TaskMgr, to allow the user to observe when resources are being

    Use the Netstat command to check IP ports that are being used.

Although you may resolve the issue before completing all the above tasks, it’s
beneficial to do as much maintenance on the machine as possible, while you have

Shared Drives
Some programs need networked resources to emulate DOS drives. So it’s necessary to
‘MAP’ those networked resources to a drive letter.

Review the batch files at \\hrsrp_granville\dailybatch to view drive mappings. (These
batch files are executed on each PC in HRS & RP, at startup, via the PC run
command. They are added to the run command using Policy Editor (poledit).

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Also open the DFS console to review DFS settings.

 Hand’s On Activity # 8

Add your shared resource to DFS. Search the Microsoft Site or look at
Windows help to determine how to do this.

Check the DFS drive on your PC to see that your Share is available.

Deliverable: Screen Print of your K: Drive. (topmost)

Remove the share from DFS (using the management console).

Remove the share from your PC.

Servers
The HRIS Coordinator is the Server Administrator, however Desktop Support Techs
must be proficient at share administration & server roles.

Current HRS & RP Servers:

 hrsrp_granville – File Server

 hrsrp_janeway – Oracle Database Server

 hrsrp_voltron – Distribution Server

 hrsrp_maint – FileMaker Pro Database

 hrsrp_sus – Software Update Services

 hrsrp_scanstn_1 – Document Imaging Station

Current HRS & RP Maintenance PCs:

 hrsrp_calamityj – OU Maintenance PC & user backup PC

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HRS & RP – Cal Poly Pomona

 hrsrp_bmc – Burt’s PC, and Server Backup PC

Spam Filtering
Our users frequently request that Spam Filtering be setup.

Please refer to the Cal Poly Pomona eHelp guide at
http://www.csupomona.edu/~ehelp/spam/spam_instruction_guide_outlook2k3.htm
l for instructions on configuring Outlook for SPAM.

Worms/Viruses
Viruses are removed by updating the anti-virus software. Then scanning your PC with

Worm removal is slightly more problematic. Worms are removed by:

 Applying the applicable security patches.

 Running worm removal files (created specifically to remove the current worm),
or running anti-virus software with the worm removal definitions installed,
depending on the worm. You may also user the most current McAfee Stinger
Tool, if it’s up to date.

 Some worms require you to: 1) create patch CDs, 2) disconnect the infected
PC from the network and, 3) to clean up the PC with the newly created CD.

 Get tools and information directly from McAfee and Norton (even though
we’re not using Norton Anti-Virus, we can continue to use their information).
McAfee          (http://www.nai.com/us/index.asp).                   Norton
(http://www.symantec.com/avcenter/).

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STUDENT NOTES:

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G L O S S A R Y

6
HRS & RP – Cal Poly Pomona
Chapter

Chapter 6 Glossary

Glossary

Client – Requests services

DFS – Distributed File Services – Combines shares from multiple servers to appear as
if they are one share.

DLL – Dynamic Link Libraries – Software that contains common functions. One
DLL may be used by several applications. Sometimes vendors change these common
DLLs and may ‘break’ the other applications that use them.

Driver – Software that enables Operating Systems to control devices (like mice,
keyboards, printers, harddisks…) Faulty Drivers are a big cause of performance
problems and PC crashes. (Especially faulty video drivers.)

Firewall – Blocks ports that aren’t being used to prevent hackers from accessing your
PC.

Format Drive – Writes files to the drive that establishes how files are allocated (NTFS
or FAT32)

google.com – One of the better search engines. Can be used to get definitions for
terms not covered here.

NTFS – Microsoft’s System for accessing files. Is more secure than the FAT or
FAT32 (File Allocation Table system). Only share files on drives that have been
formatted as NTFS.

Partition Drive – Create logical units on a Hard Drive. (Erases all data on it.)

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HRS & RP – Cal Poly Pomona

Server – Provides services (like file, print, web, communications)

Share – A folder that’s being shared for users to access across the network.

VLAN – Virtual Local Area Network (combines two or more physical networks to
appear as if they are one) (is used to ease firewall maintenance).

STUDENT NOTES:

6-2
7
Chapter

Chapter 7 Appendix

Appendix
Tech Support on the HRS&RP Intranet

Cal Poly Pomona eHelp

CNET

McAfee

Microsoft TechNet

Symantec

ZDNet


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