finalTraineeReport

lbdula
J U B A I L I N D U ST R I A L CO L L E G E
M A N A G E M E N T & I N F O R M AT I O N T E C H N O L O G Y
F I NA L R E P O RT O N
Cooperative Training
In Royal Commission of Jubail
S T U D E N T NA 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,isthegoverningbodyresponsi
bleforthedevelopmentandinvestmentgenerationincoreindustrialsectorswithinYanbu,J
ubailand 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

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.

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 LinuxAndroid 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

Recommended

Recommended

More Related Content

Viewers also liked

Viewers also liked (20)

Similar to finalTraineeReport

Similar to finalTraineeReport (16)

More from Abdulaziz Almass

More from Abdulaziz Almass (20)

finalTraineeReport