Download Key Contacts

CLIENT & NETWORKING SERVICES
Computer Services: Standard Operating Procedures
CREST, Inc. Information
Technology Standard
OperatingProcedures
Version 5.0
October 22, 2015
Table of Contents
Purpose ............................................................................................................................... 3
Scope ................................................................................................................................... 3
Introduction ........................................................................................................................ 3
Key Contacts........................................................................................................................ 3
Responsibilities ................................................................................................................... 4
1. Crest Administration - Executive ............................................................................. 4
2. Crest Administrative Staff @ Crest Main site .......................................................... 4
3. Crest Staff @ Crest Main site ................................................................................... 4
4. Crest Homes ............................................................................................................. 4
5. ComputerAide.net ................................................................................................... 4
6. GoDaddy.com .......................................................................................................... 5
Main Server ......................................................................................................................... 5
Network Services ................................................................................................................ 5
Email Services...................................................................................................................... 5
Electronic Images……………………………………………………………………………………………………………5
Website…………………………………………………………………………………………….……………………………5
Group Home One ................................................................................................................ 6
Group Home Two ................................................................................................................ 7
Group Home Three ............................................................................................................. 8
Group Home Four ............................................................................................................... 9
Group Home Five .............................................................................................................. 10
Mian Office Network Devices ........................................................................................... 12
Software………………………………………………………………………………………………………………………14
2
Computeraide.net
Purpose
The purpose of these procedures is to establish a standard set of processes to
troubleshoot and remediate computer and network incidents on CREST supported
desktops, laptops, primary server, email server and networks.
Scope
These procedures will apply to all staff all CREST sites. Current and future CREST staff
can reference and follow these procedures.
Introduction
The goal of this document is to establish a standard procedure model that enables Staff,
ComputerAide, and Other vendors to provide a consistent level of technology services
for CREST, Inc. and its various locations.
1. CREST Inc.
241 Tillinghast Street
Fayetteville, NC 28301
www.crestnc.org
2. ComputerAide.net
919.522.7075
3562 Cornwallis Road
Garner, NC 27529
www.computeraide.net
Key Contacts
Agency/Contact
CREST
Dwayne Patterson
Marcia Lancaster
Title
Phone
Internet Address
Executive Director
Executive Staff
919.210.0919
919.215.5443
[email protected]
[email protected]
ComputerAide.net
Virgil Moffett
Senior Systems Engineer
919.522.7075
[email protected]
Alpha / Mediware
Lori Cummings
Customer Support
910-791-6724
X132
[email protected]
Consumer Info. System
Tam Nguyen
Developer
919.946.1162
[email protected]
3
Computeraide.net
Responsibilities
The following is a list of responsibilities for each identified participant as it relates to
Computer Support.
1. Executive Director/administrative staff
a. Approves all hardware, software, network and services.
b. In consultation with ComputerAide procures all hardware, software, network
and services.
c. Designates staff to triage all computer related incidents.
d. Manages, with administrative staff, all email passwords and consumer
information system passwords to ensure confidentiality of consumer and
employee data.
e. All requests for assistive are approved and implemented by the Executive
Director when needed.
2. Crest Administrative Staff (Executive Director, the Director of Operations and
staff) @ Crest Main site
a. Identifies what software, hardware or network anomaly is occurring and
extent.
b. Communicates the issue to the Administrative Staff
c. Communicates the issue to ComputerAide via phone.
3. Crest Staff @ Crest Main site
a. Identifies what software, hardware or network anomaly is occurring and
extent.
b. Communicates the issue to CREST administration.
4. Crest Homes
a. Identifies when a software, hardware or network anomaly is occurring and
the extent.
b. Communicates the issue to CREST administrative staff via phone to resolve.
5. ComputerAide.net
a. Identifies what software, hardware or network anomaly is occurring and
extent.
b. Communicates diagnosis to the Executive and / or Administrative staff at
Crest.
c. Schedules a remote repair or onsite.
d. Communicates the solution to the Administrative and Executive staff.
e. Periodically examines all hardware to ensure all virus protection and
malware is active and up to date.
f. Periodically reviews and updates this manual in consultation with CREST.
4
Computeraide.net
6. GoDaddy.com
a. Provides website hosting services for CREST.
b. Provides Email hosting services for CREST.
c. Provides comprehensive customer support for all services offered.
d. CREST Administrative staff identifies what email or website anomaly is
occurring and extent and works with Godaddy to resolve is necessary. If
needed the Executive Director will contract with consultant to resolve if
needed.
Main Server
The CREST’s Main Server (CMS) is a Windows 2012 Essentials based server. CMS resides
at the Crest administrative offices at 241 Tillinghast Street, Fayetteville, NC. CMS stores
supplementary accounting data and the network stored user data for all staff. All data
on the server is remotely backed up to the Carbonite backup servers daily using the
installed Carbonite software. The CMS server is remotely accessible by Executive staff
and ComputerAide technical support via LogMeIn software. Operational administration
is performed by the administrative staff.
Network Services
The CREST network consists of hardware and wireless connectivity. All PCs internal to
CREST are either hardwired (most) and several are wireless (mostly laptops). The
Wireless network is secured with WEP encryption thru the network router provided by
the internet provider. The WEP key is distributed via the Executive staff.
Email Services
CREST’s email and website are hosted and managed via Godaddy. All email data resides
on the Godaddy servers. All emails can be accessed via a local email client such as
Outlook or remotely via www.login.secureserver.net. Email and website use secure
passwords for confidentiality. The creation and deletion of CREST Email accounts is
performed by the Executive staff. Executive Staff troubleshoots problems with the email
and website and contacts Godaddy support if necessary.
Electronic Images
As part of the intake process consumer agree to a blanket agreement allowing the use
of electronic images in publications etc. (see attachment 9).
Website
The website www.crestnc.org provides the general public with contact information,
services descriptions, and updated news about CREST. A second website
www.crestdd.org provided staff with access to the Computer information System used
5
Computeraide.net
by CREST until November 2015 Tam Nyguen provides programming services for this site.
The website offered secure access to consumer information and which is managed by
the administrative staff. The website is available 24/7.
Group Home One
Address: 1533 Mintz Drive
Phone: 910-476-9423
Fayetteville NC
Operating System:
Windows 7 Professional (x64) Service Pack 1 (build 7601) Install Language: English
(United States) System Locale: English (United States) Installed: 7/9/2013 1:07:35 AM
Processor:
2.33 gigahertz Intel Core2 Duo 64 kilobyte primary memory cache 4096 kilobyte
secondary memory cache 64-bit ready Multi-core (2 total) Not hyper-threaded
Drives:
159.93 Gigabytes Usable Hard Drive Capacity 102.57 Gigabytes Hard Drive Free Space
HL-DT-ST DVD-ROM GDRH20N ATA Device
[Optical drive]
ST3160215SCE
[Hard drive]
(160.04 GB) -- Drive 0, s/n 5RX9MJCD, rev 3.ACF, SMART Status: Healthy
System Model:
Dell Inc. OptiPlex 755 System Service Tag: 7GB KMG1 (support for this PC)
Chassis Serial Number:
7GBKMG1 Enclosure Type: Desktop
Main Circuit Board b Board:
Dell Inc. 0DR845 Serial Number: ..CN1374083M07WR.
Bus Clock:
1333 megahertz BIOS: Dell Inc. A17 04/06/2010
Memory Modules:
3046 Megabytes Usable Installed Memory Slot 'DIMM_1' has 1024 MB (serial number
5530D676) Slot 'DIMM_3' has 1024 MB (serial number 350E24AE) Slot 'DIMM_2' has
1024 MB (serial number D8166B54) Slot 'DIMM_4' is Empty
Local Drive Volumes:
159.93102.57 c: (NTFS on drive 0) GBGB free
Communications:
↑ Intel(R) 82566DM-2 Gigabit Network Connection
Primary Auto IP Address:
192.168.1.16 / 24
Gateway:
192.168.1.1 Dhcp Server: 192.168.1.1
Physical Address:
00:1E:4F:DB:B4:2D Connection1 Gbps
6
Computeraide.net
Speed:
Microsoft ISATAP Adapter
Teredo Tunneling Pseudo-Interface Networking
DNS Servers:
209.18.47.61 209.18.47.62
IP Device Type Device Details Device Roles
192.168.1.1 Router Ubee / DDW3611DHCP Server, Gateway 192.168.1.16 Windows 7
WorkstationLabpc1 (in WORKGROUP), Dell
Group Home Two
Address: 323 Sinclair Street Fayetteville NC
Phone: 910- 488-1007
Operating System:
Windows 7 Professional Service Pack 1 (build 7601) Install Language: English (United
States) System Locale: English (United States) Installed: 5/22/2015 10:49:09
PM Boot Mode: Legacy BIOS in UEFI (Secure Boot not supported)
Processor:
3.10 gigahertz Intel Core i5-2400 256 kilobyte primary memory cache 1024 kilobyte
secondary memory cache 6144 kilobyte tertiary memory cache 64-bit ready Multi-core
(4 total) Not hyper-threaded
Drives:
233.54 Gigabytes Usable Hard Drive Capacity
149.02 Gigabytes Hard Drive Free Space
_NEC DVD+-RW ND-3650A ATA Device
[Optical drive]
WD2502ABYS-23B7A0 39M4511 42C0463IBM
[Hard drive]
(250.06 GB) -- drive 0, s/n WD-WCAT1J458317, rev 02.03B07, SMART Status: Healthy
System Model
Hewlett-Packard HP Compaq 8200 Elite SFF PC System Serial Number: 2UA140164S
Chassis Serial Number: 2UA140164S Enclosure Type: Mini-Tower
Main Circuit Board:
Hewlett-Packard 1495 Serial Number: 2UA140164S Bus Clock: 100 megahertz UEFI:
Hewlett-Packard J01 v02.06 06/09/2011
Memory Modules
3244 Megabytes Usable Installed Memory
Slot 'DIMM1' is Empty Slot 'DIMM2' is Empty Slot 'DIMM3' has 4096 MB (serial number
963AA393) Slot 'DIMM4' is Empty
Local Drive Volumes c:
(NTFS on drive 233.54 149.02 0)GBGB free
Communications:
7
Computeraide.net
↓ Intel(R) 82579LM Gigabit Network Connection Status: Cable unplugged
Dhcp Server: none responded
Physical Address:
2C:41:38:8C:84:C3
Microsoft ISATAP Adapter Microsoft Teredo Tunneling Adapter ↓ Microsoft Virtual WiFi
Miniport Adapter Status: Not connected to a network Dhcp Server: none responded
Physical Address:
80:37:73:A1:B8:21
↑ NETGEAR WNA3100 N300 Wireless USB Adapter
Primary Auto IP Address:
10.10.10.2 / 24
Gateway:
10.10.10.1
Dhcp Server:
10.10.10.1
Physical Address:
80:37:73:A1:B8:21 Connection 52 Mbps Speed:
Networking DNS Servers:
209.18.47.61 209.18.47.62 192.168.2.1
Group Home Three
Address: 635 Dashland Drive - Fayetteville NC
Phone: 910-8686208
Operating System:
Windows 7 Home Premium Service Pack 1 (build 7601) Install Language: English (United
States) System Locale: English (United States) Installed: 3/29/2013 11:24:02 AM
Processor:
2.33 gigahertz Intel Core2 Duo 64 kilobyte primary memory cache 4096 kilobyte
secondary memory cache 64-bit ready Multi-core (2 total) Not hyper-threaded
Drives:
749.99 Gigabytes Usable Hard Drive Capacity 458.14 Gigabytes Hard Drive Free Space
hp DVD-RAM GH40L ATA Device
[Optical drive]
HP Officejet Pro 86 USB Device
[Hard drive]
drive 1 ST3750640NS [Hard drive] (750.16 GB) -- drive 0, s/n 5QD3X6FY, rev 3BKS,
SMART Status: Healthy
System Model:
Hewlett-Packard Compaq dc7800
System Serial Number:
MXL8490RCX Asset Tag: MXL8490RCX
Chassis Serial Number:
8
Computeraide.net
MXL8490RCX Enclosure Type: Low Profile Desktop
Main Circuit Board b Board:
Hewlett-Packard 0AA8h Serial Number: MXL8490RCX Bus Clock: 1333 megahertz BIOS:
Hewlett-Packard 786F1 v01.28 02/26/2009
Memory Modules c, d:
2004 Megabytes Usable Installed Memory
Slot 'XMM1' has 1024 MB (serial number 92400004) Slot 'XMM2' is Empty Slot 'XMM3'
has 1024 MB (serial number 2457133C) Slot 'XMM4' is Empty Local Drive Volumes c:
(NTFS on drive 749.99 458.14 0)GBGB free
Communications:
↑ Intel(R) 82566DM-2 Gigabit Network Connection
Primary Auto IP Address:
65.191.1.231 / 21
Gateway:
65.191.0.1 Dhcp
Server:
142.254.198.193
Physical Address:
00:23:7D:47:E1:E8
Connection 1 Gbps Speed:
Microsoft 6to4 Adapter Microsoft ISATAP Adapter Teredo Tunneling Pseudo-Interface
Networking DNS Servers: 209.18.47.61 209.18.47.62
Group Home Four
Address: 224 Randolph Ave. Fayetteville NC
Phone: 910-246-4475
Operating System:
Windows 7 Home Premium (x64) Service Pack 1 (build 7601) Install Language: English
(United States) System Locale: English (United States)
Processor:
2.20 gigahertz Intel Celeron 900 64 kilobyte primary memory cache 1024 kilobyte
secondary memory cache 64-bit ready Not hyper-threaded
Drives:
249.85 Gigabytes Usable Hard Drive Capacity
152.25 Gigabytes Hard Drive Free Space hp DVD RW AD-7581S ATA Device
[Optical drive]: Hitachi HTS725025A9A364
[Hard drive]:
(250.06 GB) -- drive 0, s/n 100114PCK200VJG4JSXK, rev PC2OC70E, SMART Status:
Healthy HP Officejet Pro 86 USB Device [Hard drive] -- drive 1
Communications:
HDAUDIO Soft Data Fax Modem with SmartCP
Atheros AR9285 802.11b/g/n WiFi Adapter
9
Computeraide.net
Primary Auto IP Address:
192.168.0.4 / 24
Gateway:
192.168.0.1
Dhcp Server:
192.168.0.1
Physical Address:
C4:17:FE:3A:A1:5D
Microsoft 6to4 Adapter:
Microsoft ISATAP Adapter Microsoft Virtual WiFi Miniport Adapter APIPA Address:
169.254.123.73 / 32 Dhcp Server: none responded
Physical Address:
C2:17:FE:3A:A1:5D Realtek PCIe FE Family Controller
Auto IP Address:
192.168.0.3 / 24
Gateway:
192.168.0.1 Dhcp Server: 192.168.0.1
Physical Address:
00:26:2D:B7:D8:B4 Teredo Tunneling Pseudo-Interface
Networking DNS Servers:
IP 209.18.47.61 209.18.47.62
Device Type Device Details Device Roles:
192.168.0.1 Router Ubee / DDW3611DHCP Server, Gateway 192.168.0.3 Windows 7
Cresthome4 (in Samba Server Workstation WORKGROUP) 192.168.0.4 Windows 7
Cresthome4 (in Samba Server Workstation WORKGROUP) 192.168.0.6
Physical Address:
34:36:3B:34:FE:9E 192.168.0.9
Group Home Five
Address: 250 Prince Charles Drive - Fayetteville NC
Phone: 910-476.8026
Operating System:
Windows 7 Home Premium (x64) Service Pack 1 (build 7601) Install Language: English
(United States) System Locale: English (United States) Installed: 4/9/2011 12:04:31 AM
Boot Mode: BIOS (Secure Boot not supported
Processor:
2.13 gigahertz Intel Pentium 64 kilobyte primary memory cache 256 kilobyte secondary
memory cache 3072 kilobyte tertiary memory cache 64-bit ready Multi-core (2 total)
Not hyper-threaded
System Model:
TOSHIBA Satellite L655 PSK2CU-0K101S System Serial Number: 3B120434W
10
Computeraide.net
Drives:
305.91 Gigabytes Usable Hard Drive Capacity 225.89 Gigabytes Hard Drive Free Space
TSST corp CDDVDW TS-L633Y
[Optical drive]:
Hitachi HTS545032B9A300 [Hard drive] (320.07 GB) -- drive 0, s/n
110216PBPC00FYFV8AKJ, rev PB3OC64G, SMART Status: Healthy
Memory Modules:
3894 Megabytes Usable Installed Memory; Slot 'DIMM0' has 2048 MB (serial number
0025123B) Slot 'DIMM1' is Empty Slot 'DIMM1' has 2048 MB (serial number 0055123C)
Slot 'DIMM3' is Empty
Communications:
Atheros AR8152 PCI-E Fast Ethernet Controller Auto IP Address:192.168.0.5 / 24
Gateway:
192.168.0.1 Dhcp Server:192.168.0.1 Physical Address:60:EB:69:E6:4D:C9
Connection Speed:
100 Mbps Microsoft 6to4 Adapter Microsoft ISATAP Adapter ↑ Realtek RTL8188CE
Wireless LAN 802.11n PCI-E NIC
Primary Auto IP Address:
192.168.0.6 / 24
Gateway:
192.168.0.1 Dhcp
Server:
192.168.0.1
Physical Address:
68:A3:C4:32:A5:F4
Connection Speed:
65 Mbps Teredo Tunneling Pseudo-Interface
Networking DNS Servers:
209.18.47.61 209.18.47.62
11
Computeraide.net
Main Office Network Devices
Operating System
Windows Server 2012 Essentials
(build 9200)
Primary Domain Controller
Install Language: English
(United States)
System Locale: English (United States)
Installed: 10/16/2015 11:58:53 PM
System Model
Hewlett-Packard HP Compaq dc5850
Microtower
System Serial Number: 2UA9030XZ9
Asset Tag: 2UA9030XZ9
Chassis Serial Number: 2UA9030XZ9
Enclosure Type: Mini-Tower
Server Roles:
Application Server
Web Server (IIS)
Print and Document Services
Active Directory Lightweight
Directory Services
Active Directory Domain Services
DNS Server
Network Policy and Access Services
Active Directory Certificate Services
Remote Desktop Services
Windows Deployment Services
Remote Access
File And Storage Services
Processor a
2.30 gigahertz AMD Phenom 9600B
Quad-Core
512 kilobyte primary memory cache
2048 kilobyte secondary memory
cache
2048 kilobyte tertiary memory cache
64-bit ready
Multi-core (4 total)
Not hyper-threaded
Drives
659.78 Gigabytes Usable Hard Drive
Capacity
579.14 Gigabytes Hard Drive Free
Space
12
Computeraide.net
Main Circuit Board b
Board: Hewlett-Packard 3029h
Serial Number: 2UA9030XZ9
Bus Clock: 1800 megahertz
BIOS: Hewlett-Packard 786F6 v01.09
04/09/2008
Memory Modules c,d
7920 Megabytes Usable Installed Memory
Slot 'XMM1' has 2048 MB
Slot 'XMM2' has 2048 MB (serial number
0DFAA143)
Slot 'XMM3' has 2048 MB (serial number
272E2A4A)
Slot 'XMM4' has 2048 MB (serial number
Hitachi HDS721050CLA660 [Hard drive] 771B193D)
(500.11 GB) -- drive 1, s/n
Local Drive Volumes
JP1592FM1K2GVE, rev JP2OA41A,
c: (NTFS on drive 0) 160.04 99.69 GB
SMART Status: Healthy
*
GB
free
WDC WD1600AAJS-60M0A0 [Hard
499.74 479.45 GB
d: (NTFS on drive 1)
drive] (160.04 GB) -- drive 0, s/n WDGB
free
WCAV30470392, rev 02.03E02, SMART
Status: Healthy
TSSTcorp CDDVDW TS-H653N ATA
Device [Optical drive]
IP Address
Device Name
192.168.1.1
192.168.1.2
192.168.1.3
192.168.1.5
192.168.1.6
192.168.1.7
192.168.1.9
192.168.1.10
192.168.1.11
192.168.1.12
192.168.1.14
192.168.1.15
192.168.1.16
192.168.1.17
192.168.1.21
192.168.1.24
192.168.1.28
192.168.1.30
192.168.1.99
192.168.1.100
192.168.1.149
192.168.1.150
192.168.1.153
192.168.1.175
192.168.1.176
192.168.1.182
192.168.1.186
192.168.1.188
192.168.1.200
192.168.1.254
Arris
AC-B3-13-8F-3B-67
ALEXPC
00-23-24-23-71-EC
DeniseDesktop
00-1E-0B-81-23-E9
MARCIA-PC
00-1A-6B-48-37-B0
PENNY-PC
00-26-18-19-AC-18
Admin PC
00-21-5A-20-9D-52
ANGELA-PC
00-24-21-A4-31-D3
Router ???
A0-02-DC-8A-61-9A
Princess-PC
00-1E-4F-AB-69-40
OFFICE-PC6
00-1C-C0-73-D6-04
CrestMain.CRESTNC.local
00-21-85-CC-43-93
TSWANNER-PC
00-1F-29-34-B8-75
TAMIDUNCAN-PC 00-23-24-24-13-27
Mr. Patterson
00-E8-20-00-1C-D9
CREST03
00-25-64-A9-67-36
TONDRA-PC
00-1E-4F-9C-27-E6
CREST01
C8-3A-35-CF-6C-53
CREST02
C8-3A-35-CF-6B-ED
Hallway Konica
00-0D-02-83-C8-65
Ms Kim - Linksys 68-7F-74-E2-ED-3E
HPB499BA2BC4F5 B4-99-BA-2B-C4-F5
Konica in Admin 2C-9E-FC-42-C4-B0
KIMBASSPC
00-24-E8-A2-D6-70
Mia Desktop
00-1F-29-51-06-DD
Linksys Xtender
58-6D-8F-DD-A7-73
HPE7AF26
64-51-06-E7-AF-26
ALEXPC
00-23-24-23-71-EC
TONDRA-PC
C8-D3-A3-A6-27-EE
CISCO06523
48-F8-B3-AB-3F-55
Security System 00-40-84-0A-DD-64
13
Computeraide.net
MAC Address
Network Adapter Company
Device Information
Time Warner Router ( ISP )
G-PRO COMPUTER
Hewlett-Packard Company
Arris
Teacher
Administration
Administration
Teacher
Staff
Administration
Router ???
Teacher
Teacher
Site Server
Teacher
Teacher
Executive
FTCC - Lab
Administration
FTCC - Lab
FTCC - Lab
Printer
Router
Printer
Printer
Teacher
Administration
Linksys Xtender
Printer
Teacher
Administration
FTCC - Lab Router
Security System
Universal Global Scientific Industrial Co., Ltd.
ASUSTek COMPUTER INC.
Hewlett-Packard Company
MICRO-STAR INT'L CO., LTD.
Dell Inc.
Intel Corporate
MICRO-STAR INT'L CO.,LTD.
Hewlett-Packard Company
G-PRO COMPUTER
LENOVO-PC
Dell Inc.
Dell Inc.
Tenda Technology Co., Ltd.
Tenda Technology Co., Ltd.
NEC AccessTechnica, Ltd.
Cisco-Linksys, LLC
Hewlett-Packard Company
CANON INC.
Dell Inc.
Hewlett-Packard Company
Cisco-Linksys, LLC
G-PRO COMPUTER
D-Link International
Cisco-Linksys, LLC
HONEYWELL ACS
Software
The contract with Mediware requires that the consumer processing software meet all
industry standards for confidentiality, security, backup, program service delivery and
business functions. The contract includes set-up, training, maintenance, customer
support, disaster recovery and other requirements that ensure functionality of the
system. (See attachment 8).
ComputerAide handles all software related issues regarding non program software such
as virus software, malware and the Microsoft Office Suite of programs.
14
Computeraide.net