This was my final week of the internship and there was a lot of things to catch up on before I left. There were some helpdesk tickets I had to try to finish and there was that PC from the week before which I tried to fix.
The PC was giving a lot of issues because since I had to try to install the OS from the beginning there were different settings that had to be changed in the BIOS. After doing these the installation would always fail. I called up Dell, followed some troubleshooting steps they mentioned and still it would not work. I was always getting an error saying that there was no bootable device after installing the OS. They said they would send out a tech to come and look at it because there could be a problem with the Hard drive since it is not detecting any boot device. Unfortunately I waited 2 full days for the tech to show up but he never did. There was nothing more I could do with that PC.
The next thing I did to finish up my helpdesk tickets were that I had to finish up Asset Tagging the different Virtual Machines and PC's that were in the Arts & History Office. There were multiple 2 Macbooks which were unable to be asset tagged since they were locked up and one HP Elitebooks was taken home by an employee. I was able to successfully Asset tag the other machines which were available.
I was also answering helpdesk calls and other various tickets with Outlook troubles which I was able to resolve without any issues. Other than these tasks there was not much else to do. Everything was just catching up and trying to finish my work before leaving. This was a really nice experience and it was fun going back this summer.
Saturday, August 31, 2019
Monday, August 26, 2019
Internship Week 11 Update 8/19/19
This is my second to last week for the internship, and there were a lot of things that happened.
There was a user who was unable to open up any PDF's in their Virtual Machine. In order to fix this issue, I restarted the users VM. This fixed the issue and allowed the user to open up PDF files.
There was another issue where s user in the Finance department was trying to access a TD Bank etreasury site. This was an odd case because there was another user who would be able to access it with no issues. When the main user of the ticket tried to use it she would get an error message saying that they could not connect to the page. This screen would go away if the working user emails her the link, and she opens it up from the link it works. With the help of the net admins we saw that there is no actual problem on the firewall. I am keeping my eye on this to see if it does come again.
Another user put in a helpdesk ticket stating that her email is not working. After performing a GoToAssist I saw that Outlook kept asking for the password. When going to put the password the box disappeared after a split second. I removed the outlook profile and tried to add it again but Outlook could not add the profile at all. After talking to the net admins and the helpdesk manager after hours of troubleshooting we could not find an answer to this issue. Only thing we can try now is to reinstall the Windows 10 Operating system to see if this fixes the issue. I will be going out there to try to install OS and see if it works.
Another user submitted a helpdesk ticket where they stated that their fax machine is not working and keeps on saying please wait. After looking at the settings online I cant figure out what could be causing this to happen. I am still looking into this.
There were a few other people who were unable to access their outlook emails and when a GoToAssist with them it would ask for the password. After the users put in the password, the emails were all syncing. Everything was working.
There was a user who was unable to open up any PDF's in their Virtual Machine. In order to fix this issue, I restarted the users VM. This fixed the issue and allowed the user to open up PDF files.
There was another issue where s user in the Finance department was trying to access a TD Bank etreasury site. This was an odd case because there was another user who would be able to access it with no issues. When the main user of the ticket tried to use it she would get an error message saying that they could not connect to the page. This screen would go away if the working user emails her the link, and she opens it up from the link it works. With the help of the net admins we saw that there is no actual problem on the firewall. I am keeping my eye on this to see if it does come again.
Another user put in a helpdesk ticket stating that her email is not working. After performing a GoToAssist I saw that Outlook kept asking for the password. When going to put the password the box disappeared after a split second. I removed the outlook profile and tried to add it again but Outlook could not add the profile at all. After talking to the net admins and the helpdesk manager after hours of troubleshooting we could not find an answer to this issue. Only thing we can try now is to reinstall the Windows 10 Operating system to see if this fixes the issue. I will be going out there to try to install OS and see if it works.
Another user submitted a helpdesk ticket where they stated that their fax machine is not working and keeps on saying please wait. After looking at the settings online I cant figure out what could be causing this to happen. I am still looking into this.
There were a few other people who were unable to access their outlook emails and when a GoToAssist with them it would ask for the password. After the users put in the password, the emails were all syncing. Everything was working.
Monday, August 19, 2019
Internship Week 10 Update 8/12/19
This week, there were many different things that were done in assisting users with any issues that they may have had.
I had to restart a users Virtual Machine because they were not able to open up any PDF, documents which is within a specific program. After doing this everything was fixed.
There were two users who recently changed their password. After doing this when opening outlook it prompts the user to enter the new password that they just created. After entering the new password they were able to access their emails and everything was updating without any issues.
A user was having trouble accessing their VM. When with the help of the Net Admin, we were able to unassign the user and add them to a new VM. After doing this they were able to log in without any issues.
There was a user who is temporarily sitting in the Purchasing office. I installed a docking station for them to use so they don't have to keep using a small laptop screen.
There was a new helpdesk ticket where users who register a new account for Property Alerts, it would give them an error even when all of the information entered is correct. We contacted the people who set up the site. The net admins noticed that there was a change in the Firewall which was preventing users to create an account. This was changed and users were able to create an account.
This was everything that was done this week.
I had to restart a users Virtual Machine because they were not able to open up any PDF, documents which is within a specific program. After doing this everything was fixed.
There were two users who recently changed their password. After doing this when opening outlook it prompts the user to enter the new password that they just created. After entering the new password they were able to access their emails and everything was updating without any issues.
A user was having trouble accessing their VM. When with the help of the Net Admin, we were able to unassign the user and add them to a new VM. After doing this they were able to log in without any issues.
There was a user who is temporarily sitting in the Purchasing office. I installed a docking station for them to use so they don't have to keep using a small laptop screen.
There was a new helpdesk ticket where users who register a new account for Property Alerts, it would give them an error even when all of the information entered is correct. We contacted the people who set up the site. The net admins noticed that there was a change in the Firewall which was preventing users to create an account. This was changed and users were able to create an account.
This was everything that was done this week.
Monday, August 12, 2019
Internship Week 9 Update 8/5/19
This week there were different things that I was assigned. Ranging from helpdesk tickets to the phone calls on the help desk line.
There was a user in the Finance department who needed user credentials for a program called Cognos. She was able to login with the same credentials she used for a previous software called HTE.
A user in the registry office was having issues with his email where, after a while Outlook would not sync his messages and he would not get anything sent to him. In order to fix this, when the user opened outlook he was given a box to enter his password. This usually comes up if the user changed their password recently. In this case the user has not changed his password in a long time. After the user entered his password he was able to get current emails. Everything was syncing fine.
Another ticket was assigned to me which correlated to a ticket from the week before where a user from Reprographics was trying to get the same software as someone who just retired. With the help of the application support in the office, we were able to perform a GoToAssist and add the host network to that program.
Another user was unable to access his laptop and not log on at all. I changed his password to the default password, when he tried to log in the next time, it would prompt him to change his password. After changing his password he was able to get into both his Virtual Machine and his laptop.
Another two tickets came in where I have to go around to the Arts and History office, and the Economic & Business development office and asset tag every device connected to the network. I am currently still in the process of doing this.
This was everything I did for the whole week.
There was a user in the Finance department who needed user credentials for a program called Cognos. She was able to login with the same credentials she used for a previous software called HTE.
A user in the registry office was having issues with his email where, after a while Outlook would not sync his messages and he would not get anything sent to him. In order to fix this, when the user opened outlook he was given a box to enter his password. This usually comes up if the user changed their password recently. In this case the user has not changed his password in a long time. After the user entered his password he was able to get current emails. Everything was syncing fine.
Another ticket was assigned to me which correlated to a ticket from the week before where a user from Reprographics was trying to get the same software as someone who just retired. With the help of the application support in the office, we were able to perform a GoToAssist and add the host network to that program.
Another user was unable to access his laptop and not log on at all. I changed his password to the default password, when he tried to log in the next time, it would prompt him to change his password. After changing his password he was able to get into both his Virtual Machine and his laptop.
Another two tickets came in where I have to go around to the Arts and History office, and the Economic & Business development office and asset tag every device connected to the network. I am currently still in the process of doing this.
This was everything I did for the whole week.
Monday, August 5, 2019
Internship Week 8 Update 7/29/19
This week, I had to follow up on some open helpdesk tickets I had where the user was unavailable and unable to work on the ticket. I also had some new tickets which I worked on.
I tried to follow up with the user who was using Outlook on the internet, and they kept on having ads pop up at random times. I looked into the issue more so that when I go back to help them, the issue will be resolved.
There was a user where they weren't able to use the printer. The user kept on getting an access denied error when checking the print queue. We noticed that it was a shared printer. I removed the printer and tried to add it again but that did not help. With the help of the manager of the helpdesk, we were able to add the shared network printer back from the server. After printing some test pages and documents everything was working fine.
Next, there was a new user who needed a login credentials and VM access. After receiving the information about the new user from HR, we were able to assign a new VM and setting up the default password. The new account was created for the new user.
There were two tickets which were the same in which I had to go around the two offices assigned to me and place an Asset tag on all of the network devices. I went in and changed the name of the device and placed an Asset tag on it. There was a user who had a Surface Pro, I made sure that an Asset tag was placed on the device, I changed the name of the device. I added the device to the correct security group and then downloaded the new security software on it.
Another user was unable to open up any PDF files, so i restarted their VM and everything was working fine.
There was a technical support staff meeting where all of the technical support members and the net admins talked about all of the different things going on with the new security software and adding the Asset tags to all of the county devices.
I had another ticket where a user at the Reprographics Office needed the same software on his account which someone else had before they retired. We were able to add two of the software on it. When the user entered one of the software there was no records or information on it when usually there is. I advised the user to ask someone over at his location who also uses that same software to see if he is doing something incorrectly.
I tried to follow up with the user who was using Outlook on the internet, and they kept on having ads pop up at random times. I looked into the issue more so that when I go back to help them, the issue will be resolved.
There was a user where they weren't able to use the printer. The user kept on getting an access denied error when checking the print queue. We noticed that it was a shared printer. I removed the printer and tried to add it again but that did not help. With the help of the manager of the helpdesk, we were able to add the shared network printer back from the server. After printing some test pages and documents everything was working fine.
Next, there was a new user who needed a login credentials and VM access. After receiving the information about the new user from HR, we were able to assign a new VM and setting up the default password. The new account was created for the new user.
There were two tickets which were the same in which I had to go around the two offices assigned to me and place an Asset tag on all of the network devices. I went in and changed the name of the device and placed an Asset tag on it. There was a user who had a Surface Pro, I made sure that an Asset tag was placed on the device, I changed the name of the device. I added the device to the correct security group and then downloaded the new security software on it.
Another user was unable to open up any PDF files, so i restarted their VM and everything was working fine.
There was a technical support staff meeting where all of the technical support members and the net admins talked about all of the different things going on with the new security software and adding the Asset tags to all of the county devices.
I had another ticket where a user at the Reprographics Office needed the same software on his account which someone else had before they retired. We were able to add two of the software on it. When the user entered one of the software there was no records or information on it when usually there is. I advised the user to ask someone over at his location who also uses that same software to see if he is doing something incorrectly.
Monday, July 29, 2019
Internship Week 7 Update 7/22/19
This week was a little slow, but there was a few different things that were done.
There was a user who could not connect to the printer. I performed a GoToAssist with the end user to see what could be the issue. I printed a test page to see if anything would print at all, this printed fine. After this, I restarted the virtual machine of the user and every document was printing fine after this.
A different ticket I received was where the planning department is working with Rutgers on a project. They need the Rutgers employees to be able to access the shared library to view and add documents onto OneDrive. The owner of the shared library tried to add the other users who were outside of the county, but that still didn't work. She needs to put in a separate helpdesk ticket for further assistance.
There was a user who kept on getting ads at random times when opening up her email. I performed a GoToAssist and saw that the user was using Outlook on chrome and not on the outlook application. I set up the email on the outlook app to see if it would work. It took hours for the app to update and populate with all of the emails. I believe I was able to disable the ads in the emails on chrome. Need to reach out to see if the ads still are coming up.
There was a user who could not connect to the printer. I performed a GoToAssist with the end user to see what could be the issue. I printed a test page to see if anything would print at all, this printed fine. After this, I restarted the virtual machine of the user and every document was printing fine after this.
A different ticket I received was where the planning department is working with Rutgers on a project. They need the Rutgers employees to be able to access the shared library to view and add documents onto OneDrive. The owner of the shared library tried to add the other users who were outside of the county, but that still didn't work. She needs to put in a separate helpdesk ticket for further assistance.
There was a user who kept on getting ads at random times when opening up her email. I performed a GoToAssist and saw that the user was using Outlook on chrome and not on the outlook application. I set up the email on the outlook app to see if it would work. It took hours for the app to update and populate with all of the emails. I believe I was able to disable the ads in the emails on chrome. Need to reach out to see if the ads still are coming up.
Monday, July 22, 2019
Internship Week 6 Update 7/15/19
This week there were different helpdesk tickets which I was working on as well as different helpdesk calls.
There was a user who was receiving the blue screen of death screen on their laptop. Since there was no specific error code which was provided, I advised the user to provide a picture if it ever does come again. After a few days without the blue screen of death, the user advised that I just close the ticket.
Another user was working with a macbook pro which was freezing a lot when the user was working on it. There was enough memory available so I ruled that out as a potential issue. However, the user had multiple windows open which I believed was the cause of this freezing. I force shut down the laptop, turned it back on and it was working fine.
Another user was having a problem where the color printer they use was showing that the brand new ink cartridge they used was showing that there was less than 10% available after sitting not being used over the weekend. After different troubleshooting steps, we tried to see if the cartridge itself was defective by putting a different cartridge which was brand new to see if we can replicate the issue. After doing this and waiting a few days, the ink still showed 100% so the issue was resolved.
I finished setting up the laptop for the Freeholder. I made sure that all the software they needed was installed and every document they had on the old laptop was transferred over. Everything was finished correctly without any problems throughout the way.
This was a lot of the things I did throughout the week.
There was a user who was receiving the blue screen of death screen on their laptop. Since there was no specific error code which was provided, I advised the user to provide a picture if it ever does come again. After a few days without the blue screen of death, the user advised that I just close the ticket.
Another user was working with a macbook pro which was freezing a lot when the user was working on it. There was enough memory available so I ruled that out as a potential issue. However, the user had multiple windows open which I believed was the cause of this freezing. I force shut down the laptop, turned it back on and it was working fine.
Another user was having a problem where the color printer they use was showing that the brand new ink cartridge they used was showing that there was less than 10% available after sitting not being used over the weekend. After different troubleshooting steps, we tried to see if the cartridge itself was defective by putting a different cartridge which was brand new to see if we can replicate the issue. After doing this and waiting a few days, the ink still showed 100% so the issue was resolved.
I finished setting up the laptop for the Freeholder. I made sure that all the software they needed was installed and every document they had on the old laptop was transferred over. Everything was finished correctly without any problems throughout the way.
This was a lot of the things I did throughout the week.
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