finalTraineeReport

lbdula

J U B A I L I N D U S T R I A L C O L L E G E

M A N A G E M E N T & I N F O R M A T I O N T E C H N O L O G Y

F I N A L R E P O R T O N

Cooperative Training

In Royal Commission of Jubail

S T U D E N T N A M E

R O O M N U M B E R

3010363

Information Technology Systems Support

(ITSS)

Prepared By:

Abdulaziz Al-Mass

Submitted to:

Mr. Ahmed Mousa

Chairman of

(Management and Information Technology Department)

Abdulaziz Almass ID:3010363 Major: Information Technology System Page 2

SUMMARY This report is an account of student’s on-the-job training experience gained in 15 weeks

WithRoyal Commission for Jubail and Yanbu (RCJY).

Department of Information Technology: Desktop Support Unit, Development Services, Help

desk and Technical support .

Company brief Profile:Royal Commission for Jubail and Yanbu (RCJY) is the best choice for

investors in petrochemical and energy-intensive industries and the leading contributor to the

Kingdom’s growth.

Abdulaziz A. Al-Mass Date

(College Advisor) Date

Dr. Khidir M. Ali

(Company Supervisor) Date

Mr. Ali Mohammed Albaheli

(College Department Chairman) Date

Mr. Ahmed Mousa


Table of Contents

[1” Introduction] P.4

[1.5” Company Profile] P.5-7

[2” Details of Work Experience]: P.8 Skill1: Remedy IT help desk software

Skill2: VMware IT help desk software Skill3: Projects using: Apple, Android , Microsoft and Linux

[3” Details of Work Experience]: P.13

[Other Skills]:P.15 Wireless Network Configuration and Troubleshooting.

Upgrading, Formatting, and Imaging.

Applying Security Measures.

Computer installation & types.

Installing Specialized Applications.

Network Printers Configuration.

Cabling System Concept Remote access

[3” Weekly reports] P.21 [4” Conclusion] P.36

Section 1

Section 1.5

Section 2

Section 3

Section 4


Introduction

Section 1

This report will demonstrate how IT cooperative work experience in Royal Commission

is happening to a trainee. Mostly it was not easy to get along with new things and to

get out from class and studying environment to a whole different cooperative work new

environment. This report will show you 15weeks of how I dealt with:

the tasks, requests, cases and incidents in help desk “ software and hardware support”

, HP web jet admin, remote desktop connection, outlook, Symantec antivirus, Microsoft

office, adobe packages, internet explorer, Java and with co-workers and employees. It

was a fantastic experience to know how this organization is working with computer

technology from the input to the output and getting knowledge from this kind of

workplace did benefits me a lot.

So many things I have learned and quoted especially how to deal with user/client and

with the ticket itself in a short time.


Company Profile CEO OF RCJ&Y

TheRoyalCommission,establishedin1975byaRoyalDecree,isthegoverningbodyresponsibleforthedevelopmentandinvestmentgenerationincoreindustrialsectorswithinYanbu,Jubailand Ras Alkhier.

These responsibilities include the provision of land, utilities, education, health care, social policy and

infrastructure supporting both industrial and social integration and development. The overall

development of Jubail and Yanbu as world-class industrial cities in petrochemical and energy-

intensive industries accomplished with an investment of over $20 billion, has witnessed the creation

of over 200 industries that have invested over $42 billion, providing employment for over 85,000

workers. The 157,000 residents of the two cities enjoy world class amenities and security.

The Royal Commission are the official hosts of Saudi Downstream.

You can find out more about The Royal Commission by visiting their website: www.rcjy.gov.sa/en-US

Section 1.5

http://www.rcjy.gov.sa/en-US


CEO of RC in Jubail

Section 3

CEO Message

Jubail Industrial City and the Sustainable Development of Youth

For more than 35 years, the Royal Commission in Jubail has been adopting a pioneering policy for youth development; the group that the Government depends upon in the process of sustainable development and improvement of the community. Youth are the pillars of the future, challenge of the present and backbone of the nation. They are the axis and vocal point in the process of development. The Royal Commission in Jubail has many organized strategies, ambitious visions and frameworks aiming to take care of young people.

This care for the welfare and teaching of Saudi youth is derived from the insightful vision of the Custodian of the Two Holy Mosques, King Abdullah bin Abdulaziz - may Allah protect him - to build the Saudi citizen and engrave in his mind the love to develop and build the future of country based on knowledge.

The Royal Commission in Jubail has early realized the importance of human resources and their crucial role in the development of society, and so it has supported and provided them with science and knowledge and developed its educational outputs to enable young people (male and female) to overcome encountered present and future challenges.

The Royal Commission has devoted all its capabilities, headquarters and future plans for young people by adopting their ideas and suggestions that have contributed actively in the development and construction of many large investment projects in Jubail Industrial City, where a healthy environment suitable for young thinking was created by the Royal Commission.

The Royal Commission gives also the young people the opportunity to build their future businesses within the Business Incubators Project, and provides them with support by giving them private places for work and holding training sessions for feasibility studies, etc. to facilitate the development of small industrial facilities.

Socially, the Royal Commission gives young people the opportunity to participate in Jubail Volunteer Club. It has also provided a beach park for them to carry out their hobbies in a relaxed atmosphere with substantial level of privacy and comfort. Dr.MoslehH.Al-Otaibi

Chief Executive Officer of the Royal Commission in Jubail


DataCenter cabling, Servers,

system and network

Applciation Developmet

IT administrative

support

Technical Support Help Desk Support

Deve Servcies IT Operation

IT Department

1st Qtr

2nd Qtr

3rd Qtr

4th Qtr

In RC, there are lots of departments. Each department is in a neat well organized floor. RC has 5 floors.

Each floor has 4 cores. Each core has an elevator and a toilet on each corner and that just shows how well

organized the RC architecture of its main building. The IT Department section I worked with is IT

Operation. It is a support section divided into two parts, onsite group and offsite group. For the last two

months I’ve been working with the onsite group support. The work environment is not the same as the

offsite. Onsite group they work in the RC main building and the Offsite group work is out of the main

building borders like in camp9 and in the industrial support. Both of these two groups have their own

building and assets including the storage room. The offsite and onsite groups make the one ream called

Desktop Team. Their target is to solve and troubleshoot PCs, Printers, Hardware Parts, and Software

configuration including the installation and from 7 am to 4 pm Support remotely or personally. Each new

employee is given a set of papers about RC rules, work plan and schedule.Many responsibilities given to

three teams. IT service Desk, Technical Support and Service Development. My main focus was on the

Technical support team that *provide second line support service. * Distribute hardware and installing

software according to approved plans. *Coordinate with service development to define user’s

requirements. *provide progress report as needed.


Details of Work Experience

Section 2 Remedy

Remedy is help desk software that uses the tasks and cases and it is very Friendly interface with simple feature.Assets

and RC tags In RCJ&Y the RC tags are the process the management has arranged using remedy and other software before

for verifying the ownership of the assets. Which means any asset that has an RC tag on like a PC belongs to the RCJ&J by

using developed software for to input this RC tag code into the PC. Remedy is very reliable and easy to use for tracking

the request. Each employee is given a new account that is created but the system group. After he receives his account as

an SMS message, He will log in.

This request is made by the first Support service “Help Desk”.

The employee will view it and then see if he can resolve it.

Requests are divided into two parts: Case “incident” – Task

Case is mostly a software problem and the IT op doesn’t need to go to the user.

Task is a hardware problem the need the IT Op to go to the user and resolve it.

The IT operating will check the basket in remedy available for unassigned request.

To open a request

Call help desk at

03341-4403

Technical study

Recommendation

Approving

Receive request in

Remedy basket

Then resolve


The user will view the

request and then read

the description

carefully including the

attachments after that

he will decide wither

to assign this request

to him or not.

Based on the request

information, the IT Op

can call the user and

double check on the

problem and location

details if it is clear or

not.

In here the user will

choose his name to

implement a resolution for

this request. If the user did

not know how to resolve

the case or the task he

may search online and if

there is no support to this

problem or it took long

time, he will call his

colleges about this

problem. If it did not get

solve he will escalate the

problem till this request is

resolved. The user may

not look happy especially

when you don’t know

about the problem

downtime.


VMware

This is help desk software for incidents. Recently, Royal commission has purchased this

softwarelicense for resolving incidents “cases” Professionally using its advanced features in a

short time reducing effort and increasing efficiency by simply accessing this software using any browser on any device but the IT user should

have a valid account to access.

VMware is help desk software that shows you the incidents professionally and let the manager and the

supervisor monitor the incident by showing a red and green light on the incident just to show how

delayed this incident got “time spent”. VMware is more powerful. You can run it on mac, on cloud and

on server database. To access you need an account then on the web just go to

http://rcjvvsm/production/ServiceManager.aspx. Then viewing the incident under my group name

onsite support.

http://rcjvvsm/production/ServiceManager.aspx


In here the take action button means you choose to take this incident under your

name. Call information will count the downtime and the time spent after taking

action and red and green light will be shown just to indicate the delay and the

progress of your resolution. Under object there is a place to open, upload and

download attachments. Many IT departments use this software and it is very easy,

handy, quick and reliable. You can search, track, monitor incident and create a chart

form the dash board to see the progress of a group. It is a well done written

software.


Projects

USB Multi-boot Apple, Android,

Microsoft and Linux

In Apple there was a project about converting an IPAD into a Mouse and key board using app

from app store and then installing it in the IPAD and in the PC for Visitors Center. After

submitting this idea to the head section, I got the agreement. Requirements

Hardware and Software : I pad + PC. /\ Cost = free. /\Top, brand usage?

Section 3


| USB Multi-boot

Benefit:

-Save time and effort.

-Easy to setup and portable.

-small and fit in the pocket and easy to carry.

Usage:

Offsite and onsite Desktop group. Service

development.

Network team and any IT Dept need it.

Cost: ?

Linux and Microsoft

Were needed for this project

| USB Multi-boot

PROJECT1

It is a multi-bootable 8 Gb USB flash contains/ Win7 Enterprise Edition RC license + Ghost from Norton + Password changer >> in the future any handy software IT department need and WE can Implement other software

This project was acquiring Linux to install the Mulisystem Program on the

USB and Yumi on the Microsoft In order to put any isofile to be bootable

software on this small USB Flash to work in the DOS environment.


Apple, Android, Microsoft and Linux Android on PC

Andiord

Android is a huge project and a big change especially for VMware IT Users.

This project is about Android On PC.

It requires HDMI port in the monitor to run this small Android PC. It is plug and play device and

IT user can use mouse and keyboard to control it and access VMware. It costs around $90 USD

after the tax and the charges. It is made in china and programmed by developers. This is the

best model yet UG802 Android on PC. Can Work anywhere where there is electricity. It is

Portable and easy to carry because it is small and not heavy. And this is under work project.


Wireless Network Configuration and Troubleshooting. In Royal Commission main building there is network access point for guest and for RC

Staff. The RC Staff network is specialized for RC employee. It requires the employee

valid account username and password to connect to this network. But outside the RC

Main building there is some department they don’t have the RJ4f5 cable LAN local

connection and instead they are using the RC Staff. Many problems come from this

method. Wireless connection sometimes gets disconnected from the network due to

these reasons:

The employee’s password is expired

The employee is using expired account

The PC did not detect the driver of the wireless card

User’s mistakes:

User forgot his password

User enter his credentials repeatedly and this lead to account locked

So IT operation implements his name on the request and takes action by checking the

driver user’s credentials and that his account is not locked.Sometimes the whole issue

is form the wireless slot is not installed physically in the system unite with the proper

way.


The development service group decided what kind of image and software

should be included in this image. By using Ghost Norton, IT operation can

easily clone disk to disk instead of formatting the HDD. As it will be shown

now in pictures.


By booting from ghost you select disk to disk cloning and then you should

be careful selecting the source and the destination between hard disks.



Royal commission is planning on upgrading all the RC PCs to win7.

Upgrading is done through a specialized program it is called System center

configuration manager. It is a zero touch upgrade. That means there is no

physical touch the destination “the pc we want to upgrade”. Royal

commission did purchase the license from Microsoft and this project is

under the development services. But there is a conflict. Since windows 7 is

conditioned with this hardware requirement that states the ram should be

4 GB and above. In RC there are some old PCs they are below 4 GB and this

upgrade project will not work on them. So the IT operation decided to do

replace these old PCs with 4 GB PCs. Both of these two projects are under

progress.

Applying Security Measures.

Royal commission is a much secured Enterprise organization. Especially in IT. They are using the most advanced technology. Firewalls, blue coast and so many others. From the antivirus side, it is secured but despite the incident RCJ&Y had it is so not good news.The IT department faced a virus problem regarding the antivirus, Symantec:

This Problem occurred when a member of the network team was working on policies. The employee accidently applied block USB policies on a group of the active directory. The Antivirus was reacting to this because after he enabled it he disabled it at the same time from the antivirus server and so many PCs were infected. The Symantec in settings files changed so the integrity is violated and problems happened like: mouse and keyboard are not working, no networking connection what so ever and user permission is restricted so he cannot run exe files, search or even trying to remove the antivirus from the programs and features or Norton tools. We got our hopes up when we used the safe mode but it did not remove the Symantec completely.

The second issue there were facing is to get along with the new software VMware with this issue.


PCs and Printers’ installation & types.

I did install and repair this list of devices

The PCs types I had experience with

Dell OptiPlex 745 - Dell OptiPlex 755 - Dell OptiPlex 760 - Dell OptiPlex 780 - Dell

OptiPlex 790

HP Compaq 500B - HP Compaq 7900 - HP Compaq 8100 - HP Compaq 8200 – HP

workstation

The printer types I had experience with

HP LaserJet 4240 - HP LaserJet 4250 - HP LaserJet 4350 - HP LaserJet 4700 - HP

LaserJet 5500 - HP LaserJet 5550 - HP LaserJet P4014 - HP LaserJet P4015 - HP

LaserJet P4515

HP color LaserJet CP3505- CP3800 –

Digital Sender

HP all in one e-series office Jet pro 8500 and Mobile

IBM Lenovo Think center

Installed specialized application

Software RC has so many contracts in software license based on its needs.

Royal commission is using windows as an operating system for its PCs

Including Enterprise Professional editions, Microsoft Office full package and

tools including Professional edition 2003, 2007 and 2010 version. System

center configuration manager software for controlling the pc by only using

the computer name and it should be joined to the domain. RC have a big

project with this software, which is upgrading the old system from win up to

win 7 all of the RC PCs and that is why actually RC purchased this license.

Adobe packages containing adobe Photoshop and the rest of the package.

AutoCAD, 3D max and so many licensed software.


Cabling and System Concept.

Based on the floor, the system admin give them a range of IP address to link

the printers, scanners to their own PCs. This link needs to be activated. The

activation process of linking or assigning IP address to a PC in the RC building

is going through this following process. For example, a printer is not

connected or linked to the domain, The IT department goes and make a

technical study to check what the problem is and try to resolve it. They will

check network card if it is connected and then print a configuration paper

from the printer to know the range of the printer IP and to be more sure if

the printer is connected to the server domain or not. If the IP is different

than the range of the department on their floor, ITSS network will type in the

range of the nearest IP and the RC tag of the printer and its IP to give this

information to the ITSS system group and then they will assign the IP proper

address. We go back and do the configuration of the new manually. Finally it

is done connected and linked to the domain server.

Remote Access.

I used Remote desktop, Team viewer and Dameware.

These programs only work when a pc is connected to the same domain.

The IT OP should take the user name and call the user to investigate the

specifcness of the problem. Later on the user will ask the user to close any

opened application just in case of any accidents. Then he will resolve the

problem. Mostly it is all about installing a software and drivers. So This is all

should be done under admin account due to permission and frequent user

access control window prompt and the last thing is never ask a user about

his password because many of them put their credit card password and it is

just private.



Conclusion:

I experienced how to be an IT operation. I have gained the knowledge how

to resolve problems in short time and escalate them to the proper group and

how IT system is working in RCJ&Y. I know now how to deal with power

users and normal users and not to say no to anyone. I have gained many

purposes I life and know what kind of IT fields are there. In royal commission

a work neat organized environment is well built. RC is in development era

and it will be better than before after finishing the new project RAS ALKHIER.

In these 3 months I have learned about PCs, Printers, installing software and

seeing what I have learned in real. This program have helped me and

improved my practical and theoretical knowledge. And I have met so many

knowledgeable users and IT employees. At the end it is these Softwares who

resolve and transfer the requests through PCs, VMware and Remedy. A very

big success outputting the efficiency and the effectiveness

finalTraineeReport

Documents

e r o o

e n t i n f o r

i o n t e c h n o

computer technology

i n d u st r

abdulaziz almass id

o g y f i na

cooperative work experience