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ResNet Training Manual 2011-2012

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Table of Contents

Important Phone Numbers ...................................................................................................................................... 3

Common terms ...................................................................................................................................................... 22

Daily Routine @ ResNet......................................................................................................................................... 4

Office Etiquette ....................................................................................................................................................... 4

Phones ................................................................................................................................................................. 4

Computers ........................................................................................................................................................... 4

Customers ........................................................................................................................................................... 5

Cleanliness .......................................................................................................................................................... 5

Reporting your time in Maine Street ...................................................................................................................... 6

Request Tracker - Ticket Protocol .......................................................................................................................... 7

Billing Procedures ................................................................................................................................................... 8

Using Findout.......................................................................................................................................................... 8

Room Calls............................................................................................................................................................ 10

Five rules that MUST be followed .................................................................................................................... 10

Things to remember .......................................................................................................................................... 10

Software ................................................................................................................................................................ 11

Symantec Anti-Virus ........................................................................................................................................ 11

Microsoft Security Essentials ........................................................................................................................... 11

Malwarebytes .................................................................................................................................................... 12

CCleaner ........................................................................................................................................................... 14

System updates.................................................................................................................................................. 15

ResNet Training Guide to Network Fiber. ............................................................................................................ 16

Jack Configuration ................................................................................................................................................ 20

Category 3 wiring configuration ....................................................................................................................... 20

Category 5/Category 6 wiring configuration .................................................................................................... 20

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Important Phone Numbers

ResNet Office 5650

Chad Casey 4089

838-3121 (cell)

Jim Cyr 4456

Help Desk 4029

Police and Safety 5211

Telecom 5034

Software Services 4611

Portland Computer Lab 4335

Gorham Computer Lab 5368

Campus Computer Store 4164

Office of Community Standards 5242

Resident Director on-call 5004

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Daily Routine @ ResNet

Before opening the door for customers, make sure the office is cleaned and the RT computer is

turned on and ready to go.

Log into one office workstation and log into RT. Be ready to add tickets as customers come in.

Check the voicemail if the red light is shining on the office phones. (See Office Etiquette for

voicemail instructions)

If there are computers on the work bench, look up the ticket numbers in RT and keep working on the

project.

Check the room call schedule next to Chad's office to see if there are any scheduled room calls for

that day.

If there is nothing on the bench, check in with Chad to see if there are any special projects that need

to get done.

Office Etiquette

Phones

More often than not, students will call the ResNet trouble line to contact us. Every call is important to us

and we must remember to be the prompt and courteous service they are looking for. Something to

remember-not all students have the experience we do and may not understand the same lingo so we must

be aware of this fact when asking questions about the problems they are having.

When a student calls, answering the phone is easy. It is as simple as, "Thank you for calling ResNet,

what can I help you with today?" After getting some details about the problem the student is having, try

to ask questions to narrow down the possibilities. Some questions may be: have you tried your

roommate's jack? Have you restarted your computer? Have you had this issue before? Another thing to

check is if the student has been disabled. You can find out by using Findout (this will be discussed

later).

If you do not feel comfortable with diagnosing the problem, you can have a higher level ResTech talk

with the student or ask the student to bring their computer to our office. In every situation, try to have

the student bring their machine to us rather than making an appointment for a roomcall.

In the beginning of each day, there may be voicemail from the time nobody was in the office. You can

tell by the red lights on the office phones. If these lights are on, make sure you take the message so we

can help the residents in need. To check the voicemail, pick up the receiver and press the "Message"

button. You will then be prompted for the mailbox number. You will type in "5650#" and the password

is "2423#". Make sure to return all calls!

Computers

The computers in the office for employees are free to use during office hours. To logon, use your Novell

ID and password. There is to be NO gaming on the office computers!

The biggest thing to remember about these computers is to treat them like they are your personal

computer.

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Customers

Customers are a big thing in our work. We are here to serve them. We are to be kind and courteous as

we would like to be treated if we were in their spot. At ResNet, we try to serve as many students as we

can and in order to do that, we must be prompt and efficient in our daily work habits. When a student

walks into the office, kindly greet them and try to assist them with their problem. If a student brings in a

computer to be worked on, whether they just walked in or called ahead, they must fill out an electronic

RT ticket to print, which you will add to our RT database after. This is a record that we keep to know

how many people we are serving and what has happened. Any work that you do must be recorded as it

happens for liability reasons.

When providing service, ensure the comfort of the student. Please avoid patronizing them about what

kind of computer they have, or how slow it is because that will only make them feel more nervous about

what you’re doing.

Cleanliness

Our office is something we like to keep clean. Not only is it easier to find things but it is kinder to the

eye when glancing at it. When you are finished working on something, just make sure that you are

cleaning up your mess so it is not in the way of the next person to work in that space. Also, the last

person to leave the office is to make sure all of the equipment is shutdown (fans, AC units, computers)

and that the office is neat for the next workers to come in.

Chad's Rules

1. Show up on time

a. Do not leave early

b. Lunch breaks longer than 10 minutes need to be logged in MaineStreet

2. No groupies in the office

3. No going into Chad's office

4. No "free" printing

5. No hanging out in ResNet while on scheduled

6. Customers first

7. No loud noises – Music is allowed but low enough to hear the phone ring

8. Sauna restrictions - if you have access, don't abuse it

9. No wasting paper

10. Web access will be limited to work and homework related items ONLY!

a. NO GAMING, WEB SURFING (Facebook, Google anything, crazythingsmycatdoes, etc.)

11. Take mobile devices outside of the office during breaks for personal use.

12. No loitering in the office – this is not a D&D room, personal office, or gathering location for video

game tournaments.

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Reporting your time in Maine Street

The first step to report your time, you must login to Maine Street. (http://mainestreet.maine.edu/)

When you login, you will see a screen with different boxes. The thing you will look for is on the left hand side

of your screen. This box will have a menu that looks similar to the one displayed below. You will start by

clicking on "Employee Self-Service

You will follow up by clicking on "Time Reporting." This will bring you to a

screen with the box that is displayed below. You will then click on "Time Sheet."

If you have more than one job on campus, you will have to choose the correct

job to report your time accurately.

Now you should be looking at a table that shows a week's calendar. You will now

enter the appropriate hours you have worked. When you do this, you must

remember to add an "a" for A.M. and a "p" for P.M. Once your time is added correctly, press submit to move to

the next screen

Once you hit submit you will get a confirmation screen like shown below. After this step, you are all set in

Maine Street and may log out. Make sure that you punch your time before you leave every day so Chad

can approve your hours and you can get paid on time.

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Request Tracker - Ticket Protocol

Receiving the Computer:

Be sure that ALL customers fill out a paper ticket when they drop off their computer in our office. It needs

to be filled out completely with:

Name, Date, Residence/Room # (or Commuter), Phone #, PC Model, and Operating System. If the customer

cannot provide this information, it is your job to find out.

This ticket belongs to us, and must be printed and kept with the computer in ResNet.

Creating an RT Ticket:

After the printed ticket, you must create an online version of this ticket in RT.

(http://webapp.usm.maine.edu/rt/)

Select “ResNet” from the Dropdown Menu on the Top, then click “New Ticket”

Fill out all the open areas, the subject line will be as follows:

“[Customer Name] – [Customer Address] – [Problem]”

a. The customer name is the same as the Owner drop-down menu.

b. The customer address is their residence hall and room number. If they are a commuter, write

“commuter”.

c. The “problem” should be one or two words long (Virus, Spyware, Reformat, etc.)

When created, it will give you a ticket number. Write this number on the paper ticket.

Always Maintain Professionalism in RT

Other Departments and the Customer See This

Maintaining the Ticket:

You may not be the only person working on this computer and, for that reason, you must always keep both

the paper ticket and the online RT Ticket updated.

On the Paper Ticket, keep a log of what tools you use and how many problems they fix. (ex: MBAM

– 21 Viruses). You will use this information to report back to the customer.

On the RT Ticket, update for major changes – reformatting, problems that can’t be fixed, etc. This is

the way we keep the customer updated. Note: Reformats Require Customer Permission.

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Closing the Ticket:

When the computer has been fixed, comment on the online RT ticket that the computer is fixed and is ready

to be picked up. Place the computer with its paper ticket on the “Finished” desk. Be sure to check whether

or not the customer has to pay. Once the computer has been picked up, go into RT and resolve the ticket

that was made and place the paper ticket in the proper bin – be sure it’s properly checked and dated.

Billing Procedures

When a student comes into the ResNet office, you will start by having them fill out the paper ticket as

mentioned above. After the student signs the ticket, check the list of names on the clipboard for the student’s

name. If their name is on this list, inform the student that they will be charged for the services provided. The

price range is $15-$35.

Once the student has been informed, you may start working on the computer. When the work is completed, you

will call the student. When the student comes in to pick up the computer, you will hand them the paper ticket

and they will bring that to ResLife to pay their balance. ResLife will provide a receipt saying they’ve paid. Only

when the student brings in the receipt may you return their laptop.

Using Findout

The first step to using Findout is you must login to Findout. (https://shepherd.uct.usm.maine.edu/findout/)

Login by using your Novell ID and password.

Once you login to the system, you will be brought to a page similar to the one shown below. The main screen

includes a search bar where you can search by name or MAC address. You may also type "disabled" to see all

of the disabled machines on the network.

Findout is useful if a student comes into the office or calls asking why they can't connect to the Internet. Using

Findout, it is possible to see what machines or MAC addresses they have registered. If a student is disabled,

there is usually more information available in RT.

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Below - search by last name "williams".

Below - search by term "disabled".

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Room Calls

Five rules that MUST be followed

ResTechs must always carry a picture ID when responding to a trouble call.

The ResTech must have the student’s permission to enter a room.

The student must be present at all times in the room.

The only way a ResTech can do in-room service without the student present is to be accompanied by a

dorm representative (RA or RD) or a roommate and student permission.

ResTechs must keep the student door open at all times while providing in- room services.

o To maintain professionalism keep the door open while doing in-room services to let others know

of your presence and make the in-room service more visible to the rest of the hall for the user’s

protection and your own.

You may leave the room anytime you feel uncomfortable.

Things to remember

Call the student before visiting their room to ensure they are there and to tell them which ResTechs will

be responding to the call.

Be professional and prompt - Promptness will exhibit the professionalism of ResNet

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Software

Symantec Anti-Virus

(Downloaded from http://usm.maine.edu/computing/downloads)

This is a program that is provided to all USM students for free for their duration at the university. This is

primarily a background program. Once you install it, by default, it will setup a startup scan for every

time the computer is restarted, it updates automatically, and it remains active in the background to find

infected files as you browse.

If you need to scan using this program, just click on the “Scan for threats” tab and choose full scan. This

will run for a little while and let you know the results upon completion.

Microsoft Security Essentials

(Downloaded from http://www.microsoft.com/security/pc-security/mse.aspx)

Microsoft has finally come out with anti-virus software. This program is very easy to use and runs in the

background, similar to Symantec Auto-Protect.

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The user interface is very straight forward. Pictured above, you will see your scan options. We

recommend doing a full scan when a computer comes through our office.

Updating this software is also easy to figure out. Just click on the update tab and press update. If you

forget to update manually, the update will appear in your Windows Updates.

Malwarebytes

(Downloaded from http://malwarebytes.org)

Malwarebytes is a very strong program. This is a program that we use for a majority of virus removals.

It is very important to keep this program updated to the latest definitions and to run a full scan every

time you use it.

When you first start up the program, if the definitions haven’t been updated in the past 7 days (default),

the program will ask you if you want to update. As previously mentioned, you want to keep this program

up to day to be as effective as possible. The update tab (pictured below), is very easy to use. Just press

“Check for updates” and you’ll be on your way.

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Once the program is updated to the newest definitions, you will want to run a full scan. Click on the

Scanner tab, make sure Full Scan is selected, then press scan. This process will take some time but the

results are worth the wait.

When the scan is complete, a text file will appear with the results of the scan that is used as a log. In

order to remove any files that are flagged as infected, you must press the “Show Results” button on the

bottom right-hand corner of the user interface. This will bring you to a complete list of infected files.

From here, you will make sure that all files are checked and press the “Remove Selected” button to

remove the bad files. You will then be prompted to restart the computer.

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CCleaner

(Downloaded from http://ccleaner.com/)

After you’ve installed the program, it is really easy to use. The first screen that you see is the cleaner

tab. This is where you can remove all of the temporary files, internet history, cookies, and cache. Just hit

run cleaner and it will analyze and remove said files.

The other tool through this software is the registry cleaner. This will search through your registry and

find errors that it can fix. Just hit Scan for Issues and let it go. Then hit Fix selected issues. Then you

will be able to hit Fix all. This tool should be run several times because it won’t pick everything up on

the first try.

If an update becomes available for this program, it will prompt you upon scanning your computer. You

will be brought to the download screen and install the newest version.

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System updates

In order for a system to function properly, the system must be updated to all of the newest things

available to the user. When working with a student, make sure you tell them of the importance of these

updates.

On a Windows machine, automatic updates are usually a default. However, these updates are sometimes

forgotten. To update manually, click the Start menu button, go to all programs, and find Windows

Updates. This will open a window to search to find if there are any updates. If so, download and install

all updates.

On a Mac machine, Software Update automatically searches for new updates but will not install them

unless the user confirms them. If you haven’t seen the Mac search for updates, you can manually search

by clicking on the apple icon in the top left hand corner of the screen and by clicking Software Update.

When updating a Mac, the computer will prompt you if you are not plugged into a power source. It is

recommended that you plug the computer in at this point if you haven’t done so already.

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ResNet Training Guide to Network Fiber.

Types of fiber

SC – stands for “square connector”, standard for older switches and found in fiber boxes.

ST – refers to “straight tip” common, found in fiber boxes.

LC – sometimes called “little connectors” replacing SC as most common switch connector.

MT-RJ – found only in the Catalyst 2950 series switch.

Single mode or LX/LH

Multi mode or SX

62.5 microns – is Orange in color. Is an older, but most common standard.

50 microns – Blue in color. A newer standard we have started to use, but not that common yet.

You can patch a 62.5 micron run through a 50 micron cable ONLY ONCE. The differentness in size makes the

signal loose strength and anymore than once is bad. Always check with Jim before using the two different sizes

together.

Types of Modules

Common:

1000Base-SX 850nm 500m: Stands for the Speed: 1000Base, the mode: SX is Multi Mode, the Wave Length

size: 850nm, and Run length: 500m.

Uncommon:

1000Base-LX/LH 1300nm: Stands for the Speed: 1000Base, the LX or LH for: Single Mode, the Wave Length

size: 1300nm, and Run length can be up to 5km on single mode on 10micron fiber. They are often colored with

blue connector sockets to help ID them.

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SC modules

LC modules

Fiber Patch: SC to ST

Fiber Patch: MT-RJ to ST

Fiber Patch: SC to LC

Fiber Patch: ST to ST

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Fiber Patch: SC to MT-RJ

Fiber Patch: SC to SC

Fiber Patch: LC to ST

Fiber Patch: LC to SC

Fiber Patch: ST to MT-RJ

Fiber Patch: LC to LC

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MT-RJ connector and switch

SC connector and switch

SC connector and switch module

LC connector and switch module

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Jack Configuration

Category 3 wiring configuration

Every room in the Gorham residence halls should have a Category 5 (RJ-45) jacks. The speed of the

jacks vary depending on the location. The older buildings: Dickey Wood, Anderson Woodward, Upton

Hastings, and Robie Andrews, have physically new Cat5 jacks but the cabling behind the call is still

Cat3. The newer buildings: Philippi and Upperclass Hall are both Cat6 with newer switches and patch

panels as opposed to the Bix blocks in older buildings.

The wiring configuration is different for each of the standards. The older buildings use two pairs of the

cabling, whereas, the newer buildings use all four pairs.

The picture on the left is a sample data box in one of the older

buildings. Notice it has two green Ethernet jacks and two phone jacks.

Some of these data boxes will have an integrated coaxial television

plug in the same box.

Pictured below is the wiring schematic for the Cat3 wiring in a Cat5

jack.

There is a color scheme printed on the jack to help the technician.

However, where we are using Cat3 wiring, the schematic will be

different.

White-Brown will be punched to white-green

Brown will be punched to green

White-Green will be punched to white-orange

Green will be punched to orange

Category 5/Category 6 wiring configuration

The picture on the left is the exterior of a Category

6 data jack. This is the standard for Philippi and

Upperclass Hall.

The picture on the right is a view of the inside of the

panel. You can also see the wiring schematic for the

Cat6 jacks. You can see here that it uses all four

pairs of the Ethernet cabling.

Cat5 and Cat6 cabling requires that the pairs be

twisted at a certain point unlike the Cat3 wiring.

Sometimes the jack may be wired properly but the

pairs aren't twisted enough. Ensure that any jack you

work on has twisted pairs.

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BIX Frame

BIX Frame is an older standard of networking that connects individual jacks to a switch. BIX frame is

connected via a series of small wires called “cross connect”. All the wires are housed in individual “frames”

that mark where each connection is coming from.

On the BIX, there are at least two “frames”, or tall clusters of connections. The frame farthest to the left

is always referred to as the “A” frame; the next to the right is “B” and so on.

In each frame there are tiers of connections called “blocks”. Each of these holds twelve individual

connections. From the top, the first block is labeled “1”, next down is “2” and so on.

In each block the first individual connection to the left is labeled “1”, next to the right is “2” and so on.

Remember: Each individual connection holds four single wires.

For example: A room in question has connectivity problems, in the database you see that the room “terminates”

at Tel Block “B5-4”. Find the second frame from the left, the fifth block down, and the fourth group of four

wires in from the left.

We will look at this connection in steps, starting from the jack and ending at the switch.

1. From the jack, wires are run to the BACK of the A Frame.

2. From the A-Frame, cross-connect runs the connection to a neighboring frame (i.e.: the B or C Frame).

The location the cross-connect runs to is known as the “TEL BLOCK” in the database.

3. The Tel Block then sends the connection to the SWITCH via the TAIL.

|JACK| |A FRAME| |TEL BLOCK| |TAIL| |SWITCH|

Common Solutions:

Tracing the Connection in the Comm Room

When using these solutions, you are looking for a break in the connection.

1. Use the “tone” function of the LinkRunner on the Jack in question, then use the wand to find the tone on

the A-Frame. Trace to the switch.

2. Look in the UCT Database to find the “Tel Block” entry for the jack in question. Find this location and

trace both to the switch and to the A-Frame.

3. In UCT Database, find which port the jack is on. Unplug the tail from that port on the switch and plug

the LinkRunner into the same tail. Use the tone function and trace backward towards the jack.

If none of these solutions work, your problem may be within the cross-connect running between the jack and

the A-Frame. This problem is uncommon, but can only be fixed by Telecom.

Be sure to have a higher ranking ResTech advise you on the situation if no solutions work.

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Common terms

Term Definition

Comm. Room (network closet) Area in the building where the networking equipment is kept

To get a view of all the residence hall comm. rooms, go to http://usm.maine.edu/resnet/restech/closets.html

BIX block – BIX frame A panel used to connect data lines to each other

From the image on the left, you can see the BIX

Block, cross connect (colored wires), and tails

coming into the frames (thick gray cords on top).

Cross connect Wiring used to connect BIX panels to another

See the picture above.

Patch panel Similar to a BIX block but it uses jacks instead of cross

connect

In the picture on the left, the patch cables run from

the left frame to the right frame – similar to BIX

block.

Punch down tool – Punch tool Used to secure the cross connect to a BIX block

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Link runner Digital device used to test network jacks; among other

functions

Toner – The wand Tool used to ‘trace’ a wire to or from the jack or terminated

origin

The database – NM This refers to the UCTDB on the USM NM page

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Tail 13 or 25 pair connector for a BIX block; it basically acts like

13 or 25 Cat3/5 cables in one.