Today is my birthday. Somehow its was just as I expected.  Busy, busy, busy.  Normally I shy away from onsite tech work, but we had signed on a new client with…probably 100 computers to support and some IT cleanup work so there’s work to be done. So… here is what 2 hours out of a busy day looks like – and this is just for one computer user; an important one none-the-less.: 

Roland wants to access comproom 4050 printer from his desk.  General checkup, log computer assets.  remove spyware.

  

[12/17/2003 12:23 PM]  Mike Mu   
Ticket assigned to Mike Mu.

  

[12/17/2003 12:30 PM]  Mike Mu   
Service Notes

Service Category: On-Site
Performed Date: 12/17/2003 [Wednesday, December 17th, 2003]
Performed Hours: 11:15 AM to 12:40 PM [Total time is 1.3 hours]
Hourly Rate: $0.00 per hour [Total amount is $0.00]

 Roland provided a list of stuff for baywell to accomplish.  Mike is tackling the Roland’s issue with printer first.

After logging onto Roland’s system, it became evident that it was slowed down by lack of RAM while attempting to load a lot of startup items which Roland confirmed that he could use without.

Remove msn messenger, spyware startups, and AOL startup.  during the process I encountered a nasty popup which proved a little more difficult to remove.

Roland mentioned concerns regarding instant messaging capability after new firewall rollout.  I assured him that we will do everything we can to allow instant messaging as long as it won’t affect company security.

Mike installed Spybots 1.2, downloaded updates.  Explained to Roland what spybots was and why it was being installed to run.  It found a lot of advertising.com, adflow, gator, cydoor, doubleclick, fastclick, hitbox, onflow, onwebmedia spyware… (long list, well over 100 instances).   This is not unusual since Roland is Human Resources Manager with high exposure on the net.

These were removed.

Immunization was injected to his system.

Found a virus called:
Trojan.Download.Chekin

in 3 of his system files:
c:windowssystemSbSrch_V2.dll
c:windowssystemttps.exe
c:windowssystemsub2_1C.exe

All 3 were quarantined according to the Symantec…  however Mike will verify that they are erradicated later with a independent virus scan.

  

[12/17/2003 12:35 PM]  Mike Mu   
Service Notes

Service Category: On-Site
Performed Date: 12/17/2003 [Wednesday, December 17th, 2003]
Performed Hours: 12:40 PM to 12:12 AM [Total time is 0 hours]
Hourly Rate: $0.00 per hour [Total amount is $0.00]

 installed Lavasoft Adaware 6 personal 6.181, downloaded reference file 01R237 17.12.2003… running it now…

  

[12/17/2003 12:38 PM]  Mike Mu   
Service Notes

Service Category: On-Site
Performed Date: 12/17/2003 [Wednesday, December 17th, 2003]
Performed Hours: 12:45 PM to 12:12 AM [Total time is 0 hours]
Hourly Rate: $0.00 per hour [Total amount is $0.00]

 onto the printer issue:

Seems the printer Roland would like to print to (for his large documents…he has a personal printer next to him, and HP Deskjet 840C, AACI Asset Catalog no. 0196) is already setup on his computer.  But it won’t print…somehow lost connection.

His settings are:
Printer:
HP Laserjet 4050 Series PCL 6
xxxxxxxCompRoom4050

I deleted it, will add it again if it can browse and search for it.

  

[12/17/2003 12:41 PM]  Mike Mu   
Service Notes

Service Category: not available
Performed Date: 12/17/2003 [Wednesday, December 17th, 2003]
Performed Hours: not available [Total time is 0 hours]
Hourly Rate: $0.00 per hour [Total amount is $0.00]

 spybots completed… immunization injected for 506 ‘bad products’.  Also installed the blocker with ‘ask for blocking confirmation’

Installed Macromedia flash player to access baywell’s VIP site.

  

[12/17/2003 12:45 PM]  Mike Mu   
Service Notes

Service Category: On-Site
Performed Date: 12/17/2003 [Wednesday, December 17th, 2003]
Performed Hours: 12:55 PM to 1:00 PM [Total time is 0.1 hours]
Hourly Rate: $0.00 per hour [Total amount is $0.00]

 53 additional spyware instances found using adaware.  All removed.

  

[12/17/2003 12:53 PM]  Mike Mu   
Service Notes

Service Category: On-Site
Performed Date: 12/17/2003 [Wednesday, December 17th, 2003]
Performed Hours: 1:00 PM to 1:05 PM [Total time is 0.1 hours]
Hourly Rate: $0.00 per hour [Total amount is $0.00]

 downloaded latest win98 HP 4050N drivers, saved onto Rolands L: drive which points to ‘Agency on ‘Bismarck’ for now. 1.18 MB.

Extracted to default c:lj4050

Installed.  However, Mike will be using HP’s software to make it work…

  

[12/17/2003 1:01 PM]  Mike Mu   
Service Notes

Service Category: On-Site
Performed Date: 12/17/2003 [Wednesday, December 17th, 2003]
Performed Hours: not available [Total time is 0 hours]
Hourly Rate: $0.00 per hour [Total amount is $0.00]


 Reference Website URLs http://h20000.www2.hp.com/bizsupport/TechSupport/Driver……ypeId=18972&prodSeriesId=27908

 software used to install is called HP Install Network Printer Wizard.  Linked above, but also temporarily linked to http://tinurl.com/dllz

Jim had mentioned that he downloaded it on the server as well…  but where, he can’t say.

  

[12/17/2003 1:04 PM]  Mike Mu   
Service Notes

Service Category: On-Site
Performed Date: 12/17/2003 [Wednesday, December 17th, 2003]
Performed Hours: 1:05 PM to 1:25 PM [Total time is 0.3 hours]
Hourly Rate: $0.00 per hour [Total amount is $0.00]


 Reference Website URLs http://h20015.www2.hp.com/hub_search/document.jhtml;jse……a&cc=us&docName=bpj06765&lc=en

 The proper search page is to search for:  HP Jetadmin – Jetadmin Software Obsolescence and New Software Solutions

  

[12/17/2003 1:09 PM]  Mike Mu   
Service Notes

Service Category: On-Site
Performed Date: 12/17/2003 [Wednesday, December 17th, 2003]
Performed Hours: not available [Total time is 0 hours]
Hourly Rate: $0.00 per hour [Total amount is $0.00]

 for win98, download is 5.76 MB.  Saved a copy on the L: drive.  (Agency on Bismarck.)

  

[12/17/2003 1:13 PM]  Mike Mu   
Service Notes

Service Category: On-Site
Performed Date: 12/17/2003 [Wednesday, December 17th, 2003]
Performed Hours: not available [Total time is 0 hours]
Hourly Rate: $0.00 per hour [Total amount is $0.00]

 Found the IP address for the printer Roland wants to print to has been set to:

192.168.7.25;  pointed the software directly to that port.

Hardware address is 00:30:C1:2E:E6:D1
Subnet: 255.255.255.0
Gateway: 192.168.7.254

  

[12/17/2003 1:14 PM]  Mike Mu   
Service Notes

Service Category: On-Site
Performed Date: 12/17/2003 [Wednesday, December 17th, 2003]
Performed Hours: not available [Total time is 0 hours]
Hourly Rate: $0.00 per hour [Total amount is $0.00]

 test print completed succesfully.  Computer restart in progress to wipe out other remnants of spyware and perform a viruscan.

  

[12/17/2003 1:43 PM]  Mike Mu   
Service Notes

Service Category: On-Site
Performed Date: 12/17/2003 [Wednesday, December 17th, 2003]
Performed Hours: 1:25 PM to 1:50 PM [Total time is 0.4 hours]
Hourly Rate: $0.00 per hour [Total amount is $0.00]

 Virus scan clean so far… leaving to run.
Took pictures of the local box and office for baywell vip portal.

Added Roland’s contact information in VIP portal.

  

[12/17/2003 1:44 PM]  Mike Mu   
Ticket is resolved (feedback request email sent).

  

[12/17/2003 1:45 PM]  Mike Mu   
Ticket closed by Mike Mu.

Total Time = 2.2 hours.
Response Time = 0.12 hours.
Resolve Time = 1.36 hours.

 The above excerpt was taken directly from one of my on-site service logs (some information edited for security purposes) from our Baywell VIP portal – a tool supplied to our technicians and clients to use to submit and track service.  The tasks are simple, and not very challenging, but important to our clients.  FYI This is what $70,000 / year IT staffed members do all the time.Today… well what’s left of today I have a website proposal and design concept to finish for a client, so I’ll be working through the last hours of my birthday.Thanks for the cards and merry birthday wishes!  I’ll read them when I have the time!!!
  

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