Training W3D3

06/25/14 11am
List 2 ways a customer can change an Active Directory password.
Ctrl Alt Del > Change Password ______________________________________
Psynch__________________________________________________________

How does a Bell customer get access to a shared drive?

_My Eric Service Request____________________________________________

Can we reset Voicemail passwords for Bell employees?

Yes
List 2 ways we can rest a users LDAP password.
AD_____________________________________________________________
Psynch__________________________________________________________

Can we activate a Blackberry?

Yes
How does a Cessna user get Remote access?
_Service Request __________________________________________________

Does a file restore get posted to Noticeboard?

Yes
List the 2 ways a user can reset an SAP password.
_Through SAP ____________________________________________________
_Psynch__________________________________________________________

How do you raise the priority on a ticket?

Training W3D3
06/25/14 11am
Depends on BU___________________________________________________
________________________________________________________________
________________________________________________________________

If a VIP calls in because their email is not giving them alarms about upcoming meetings, what severity is
this ticket?
Sev 1
What are the 2 ways we can reset a Mainframe Password for a Bell user?
Psynch__________________________________________________________
__________________________________________________________

What are the 4 things needed in every Printer ticket?

_Asset_________________________
_Print Server____________________
_Port__________________________
_Location_______________________

What is iTunes needed for when setting up an iPad?

_To Activate/Connect to app store _________________________________
_To Backup____________________________________________________

SSL aka CiscoAnyconnect is linked directly to which type of user account:

1) LDAP
2) PSYNCH
3) AD
4) RSA

Which of these incidents are posted to the Noticeboard?

a.) Blackberry activation for a GOLD VIP

Training W3D3
06/25/14 11am
b.) Status check on a printer
c.) Unable to Hot hand off an external user to level 2
d.) Email not working for one building
e.) Power outage killed the computers.
f.) Unable to Hot hand off a VIP to level 2
g.) Only printer in bldg 36 at plant one has an error code
h.) Power outage flicked the breaker on a server
i.) TNG alert for a pre production server that does not ping

List how as we can verify a user to reset their password:

__Password Reset Tool Sec Questions_________________________________
__Psynch Sec Questions____________________________________________
__Email Password to listed account___________________________________
__Call phone with their name on the voicemail msg and leave pw___________
__Have coworker verified to verify user____ ___________________________
__Email password to listed manager__________________________________
_______________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________