February 2

This morning I was informed by Mike that the missing hardware has been ordered for our OIT Loaner machines. Since Azhar and myself were unfamiliar with Symantec Ghost, Mike asked us to observe Jason Hart work on some support tickets. Jason is the tech for Rendleman Hall.

While observing Jason, we first went to inspect a machine on the third floor that had some spyware on it. Jason began some scans on the machine using programs called Malwarebytes and Superantispyware. While the scans were running, the end user happened to have a laptop that there were unable to access because of a password issue. It turned out that the laptop was not set up in the campus domain, therefore her login and password were not working. Jason logged in using an ITS account and got the laptop set up on the campus domain. During this, he noticed the machine was running unusually slow so he checked what processes were running. A few processes were running that he did not recognize so he decided to scan the laptop as well for malware.

Leaving the scans to run in the background, we went back downstairs to the first floor to help someone sync their new smartphone with Outlook. This was the first HTC Hero Jason had worked on syncing. He read some instructions from the phone's website and began working on the issue. Surprisingly, Sprint's website did not have the latest version of software posted for syncing the phone. After trying for half an hour to get the phone to connect with the software, Jason got the idea to check the software for upgrades and noticed it wasn't the latest version. Finally, after downloading the new version the software recognized that the phone was connected to the PC and Jason was able to sync outlook successfully. Azhar and myself returned to the library and clocked out for the day.