final report

3

Table of Content

Acknowledgments .............................................................................................. 2

Abstract............................................................................................................. 5

1. Introduction ................................................................................................... 7

1.2 Student's Tasks: ......................................................................................... 7

1.3 Training Objectives: ................................................................................... 7

2. Technical Section ............................................................................................ 8

2.1 Networks: ................................................................................................. 8

2.2 ITIL ......................................................................................................... 10

2.3 Help Desk System .................................................................................... 12

2.4 Linux &Ubuntu & Operating systems: ........................................................ 16

2.5 Enterprise Fingerprint System ................................................................... 18

2.6 Security Basics ......................................................................................... 21

2.7 Trend Micro ............................................................................................ 23

2.8 Transaction management System .............................................................. 26

2.9 System Applications and products (SAP)..................................................... 26

Conclusion: ...................................................................................................... 30

Reference ........................................................................................................ 30

4

Table of Figures:

Figure 1 summary of the history of network ......................................................... 8

Figure 2 TCP/IP VS IOS model ............................................................................. 8

Figure 3 ITIL Life Cycle ....................................................................................... 10

Figure 4: customer view .................................................................................... 13

Figure 5: home page ......................................................................................... 14

Figure 6: requests page ..................................................................................... 14

Figure 7: Dashboard page .................................................................................. 15

Figure 8: Admin page ........................................................................................ 15

Figure 9: report page ........................................................................................ 15

Figure 10: support page .................................................................................... 15

Figure 11: Ubuntu commands ............................................................................ 17

Figure 12 Fingeprint Machine ............................................................................ 18

Figure 13 HandNet , Fingerprint software ........................................................... 18

Figure 14 Finferprint Admin Scenario Step1 ........................................................ 19

Figure 15 Finferprint Admin Scenario Step2 ........................................................ 19

Figure 16 Finferprint Admin Scenario Step3 ........................................................ 20

Figure 17 Finferprint Admin Scenario Step4 ........................................................ 20

Figure 18: Kaspersky problem ............................................................................ 23

Figure 19: scanning all OS .................................................................................. 24

Figure 20: updating ........................................................................................... 24

Figure 21 step 1 ................................................................................................ 25

Figure 22 step 2 ................................................................................................ 25

Figure 23 Wordpress website 1 .......................................................................... 27

Figure 24 Wordpress website 2 .......................................................................... 27

Figure 25 Wordpress website 3 .......................................................................... 28

Figure 26 Wordpress website 4 .......................................................................... 28

Figure 27 Wordpress website 5 .......................................................................... 29

Figure 28 Wordpress website 6 .......................................................................... 29

5

Abbreviation

CCNA Cisco Certified Network Associate

ITIL Information Technology Infrastructure Library

DMSCO Dawa Medical Service Company

TCP/IP Transmission Control Protocol/Internet Protocol

6

Abstract

This report illustrates the cooperative training program at Al-Dawaa Medical Services

Company, and describing the technical skills and knowledge that have been taken

during the ten weeks of the training. Also it includes the detailed information about

the tasks that have been done and the skills that have been gained.

In this report I will go through the several topics that we took and learned about

which they are:

 CCNA Fundamentals & Networking tools and technologies.

 Unix – Linux – other support programs.

 Hardware support & analysis – Remote support & ITIL

 Enterprise finger print system & Security basics - Trend micro.

 Transaction management

 Wordpress

This report is divided into two sections:

 The First section includes: Description of the training provider and the task that

was assigned to each student, also the training objectives.

 The second section: Details of the work experience and the Training tasks.

Finally, the last section of the report is the conclusion including appendices and

References.

7

Introduction

1.1 Training Provider DMSCO:

Al-Dawaa Medical Services Company is one of the leading Companies of

pharmaceutical and customer service networks in Saudi Arabia, by following growth

strategy and propagate activities in the last twenty years , DMSCO has extended its

business to cover the nutrition and skin care products. Their missions are providing

the optimal services and products to the customers to be the only and first destination

through its main branches located in Dammam, Riyadh, Jeddah, Ahsaa, Tabuk, Sakaka

and Abha. Although, DMSCO has 500 branches in Saudi Arabia, one of its objectives is

to expand into the western and southern areas of the Kingdome.

DMSCO expansion strategy includes reaching the global , it has opened commercial

offices in UK and UAE and official sub-distributors for DMSCO’s products are available

in Egypt, Kuwait, Qatar, Bahrain, UAE, Lebanon, Oman, Jordan and Nigeria.

However, DMSCO has several departments one of them is the IT department which

concerns about the systems and hardware use in DMSCO branches. It includes

different sub-department such as networking, web development, maintenance and

system support.

1.2 Student's Tasks:

DMSCO assigned us to work with IT group to train us on different systems and

hardware that have been used in the company. Also they introduce us to new topics

and subjects that will benefit us as Information System Students. After that, they

assigned us to design webpages using Wordpress, upgrading software and writing

reports.

1.3 Training Objectives:

 Get knowledge about the real life environment and hot to deal with real coworkers.

 Gaining the knowledge and technical skills

 A real experience of dealing with time management, creates plans, set goals and

meet deadlines.

8

2. Technical Section

During the co-op program period, DMSCO IT department assigned me to complete

different tasks. The following section shows the details of each task that has been

done.

2.1 Networks:

The instructor covers all the important terms in networks. We took an overview of

network field and how important it is, also the work nature of computer networking.

Our instructor also introduces us to CISCO Certificates and what certificate to consider

when we want to continue our education in Network (CCNA, CCNP). Next we moved

to computer networks Features and Goals, history and topology.

History of network:

Figure 1 summary of the history of network

Figure 2 TCP/IP VS IOS model

Removable Media

Mainframes IBM Network TCP/IP Model OSI Model

9

Network topology:

1. Bus topology

2. Ring topology

3. Mesh topology

4. Hybrid topology

5. Tree Topology

Networking Media:

Figure 3: wired network media

Network and Internet technologies:

The instructor also talked about Network and Internet technologies:

 Internet of Things

 VOIP

OSI Layer Protocols:

Different protocols work in OSI layer, those protocols were explained:

 TELNET

 SSH

 FTTP vs TFTP

 RDP

 NTP

11

2.2 ITIL

Instructor explained ITIL in these points:

1. ITIL definition

2. Why use ITIL?

3. ITIL Related goals

4. ITIL Processes, Lifecycle

.

5. Deming Cycle and ITIL:

Dr. William Edwards Deming Cycle is responsible for much of Japan’s success is

manufacturing and business

Deming Cycle vs. ITIL Lifecycle:

Deming Cycle ITIL Lifecycle Stage

Plan Service Strategy & Design

Do (Implementing) Service Transition & Operation

Check (Auditing) Continual Service Improvement

Act (Improving) Continual Service Improvement

Table 1 :Deming Cycle vs. ITIL Lifecycle

Figure 3 ITIL Life Cycle

11

6. ITIL Highlights

 Lifecycle, Stages and Processes, CSI

 Service Desk (Help desk) functions

 Measuring and Metrics

 Asset Management

 Change Management

 Knowledge Management

 Communication

12

2.3 Help Desk System

Overview:

Successful companies pay a hug attention on their customers; Help Desk is a tool to

achieve that! Help Desk is a way of communication between Information Technology

(IT) Staff and their customer (the rest of company’s staff) regarding troubleshooting or

technical support. Al-Dawaa Pharmacy used this system to sustain the customer

intimacy. The Edition they are using is enterprise edition vended by Manage Engine.

There is two ways to use the system by customer: either requesting a service or

sending a problem.

Roles and Responsibilities:

User Privilege

Customer  Send a service request or problem.

 Check the request statues

Technician  Solves problem

Administrator

 Assign tasks to technician

 Customize the help desk view

 Grant privilege to other administrators with the specified

privilege.

Other

Administrators

 Preform responsibilities that a main administrator has given.

 Example of this type of user is: Site administrator for Dammam

branch.

Table 2: Roles and responsibilities

13

Users’ Privilege Explanation (Customer and Admin):

The customer is the requester for a service or solution. On the other hand, the admin

take control of everything to guarantees a pleasant service for the customer.

Customer:

This is the home page for customer (requester). As shown on figure , the Home page

contains five panels:

 Request Summary: shows the status of the request.

 Announcement: to see the recent notifications and updates.

 Submit your query: to send new service request or problem

 Popular Solutions: to take a look at some suggested solution that will saves time.

 Portal Usage: Steps to guide requester.

The rest of the tabs shown are:

 Request: previous requests that were sent.

 Solution: solutions sent by technician to read.

 My Details: information about requester like a profile page.

Admin:

The admin has the greatest privilege of all the users. Admin’s view of help desk

is different than other users in term of services shown and the capabilities. Admin can

schedule the monthly time table, define future tasks to work on, and manage the

overall processes. On the table below some actions that admin is authorized to do

along with screen shots of help desk:

Figure 4: customer view

14

The Tab features Figure

The home tab: 1- Main home: This page is dived into three section: announcement for recent notification, tasks, and summary. The tasks section enables the admin to define new tasks to work on such as opening new branch in Khobar; this tasks will result in different requests. The summary section shows the overdue requests, the completed ones, and much more. 2- Requests: All the request (problems and service requests) are shown in this page. The admin can assign these request to the suitable technician, delete if it’s not appropriate, and add supportive notes to the request if necessary. The admin is able to see the conservation between the technician and customer in case of the problem recurs and the customer wants to reopen the request session. Some requests need approval from the manger, therefor, admin must send the request to the manager to approve and mark the statues as waiting for approval to keep the customer informed.

Figure 5: home page

Figure 6: requests page

Dashboard page provide a detailed statistical view on different parameter such as (how many problems solved by a specific technician). This help in future improvement; it’s like taking these graphs and statistics as Key Performance Indicator(PKI) to see how much Al-Dawaa using this system effectively.

15

Figure 7: Dashboard page

The Tab features Figure

The admin page shows the exclusive features that admin is capable of doing. These features shown on the figure are:

 Customization: customize the edition like what are the features that users can use?

 Organizational details: provide the authentic organizational information for the vendor to make the edition valid to work.

 Users: define the users with their information and roles.

Figure 8: Admin page

This page reports help the admin in report directed to the manger to see how is the ongoing process. Admin can customize the report in term of different parameter selected as shown.

Figure 9: report page

This support page is a communication page between admin and the vendor. Admin can report problems encountered in help desk, ask for updated version, and request and access to the log files.

Figure 10: support page

Table 3: Admin part in help desk

16

2.4 Linux &Ubuntu & Operating systems:

Linux features:

 More secure

 More supportive

 More stable: most servers depend on open source

 More contributive

 Simple

Linux family tree

Operating Systems:

Operaiting system and languages:

 Most GUI runs on C langauge.

 Paython programming is a direct way to write the code to the machine.

Ubuntu:

 how to secure ubuntu server

Kubuntu:

 it’s the GUI version of Ubuntu

Kali Linux:

 Brief introduction about kali

 Follow the offensive approach which states that “you better hack yourself before

others hack you”.

17

Training and books:

 https://www.offensive-security.com/information-security-training/penetration-

testing-training-kali-linux/

downloading and installasion:

 Virtual box

 Black box

Sycruity types:

 Offensive

 Defenseve

Ubuntu

Ubuntu installation:

Installing Ubuntu require that your computer have the enough RAM and hard disk

memory.

Ubuntu partitions:

There are three partition must be defined during installation: root, swap memory and

home. The root partition (\) is the top directory where all files originate from. Swap

partition is virtual RAM where inactive processes are swapped with active ones for

more efficiency. A good practice is that your swap memory should be double the

RAM. For the home partition (/home), it is more secure if you moved all the document

into one filesystem.

Ubuntu commands:

The main commands were taking during the lecture is summarized in the figure

below:

Figure 11: Ubuntu commands

18

2.5 Enterprise Fingerprint System

The instructor explains Finger print system how it is used to authenticate user

attendance. DMSCO uses Schlage the HandPunch 3000 biometric hand reader for

that. Schlage vendor provide applications called Employee Attendance Software along

with the physical The HandPunch 3000.

User privilege

Admin  Define new employee fingerprint

 Verify new user

 drop employee fingerprint

Regular employee

 Uses Finger print system to mark present.

Every day, the admin chick the performance of HandPunch via Employee Attendance

Software, if there is problem it has to be reported to the IT department. There are

two methods to check the performance of HandPunch; explained in the table below:

Check method explanation

Manually Covers the regions that have an Ethernet connection

automatically Covers the regions that have a 3G connection each 48 hours

Figure 13 HandNet , Fingerprint software Figure 12 Fingeprint Machine

19

The HandPunch 3000 offers optional Ethernet connectivity and multiple memory

upgrades to grow with your company's needs. In addition to providing all the features

of the HandPunch 2000, it also includes:

 Optional Internal Ethernet or RS485 Network Communications

 Edit-at-the-Clock Functions

 Bell Schedules

 Door Control

Admin Role Scenario:

1- Extract the attendance information from the hand reader.

2- Wait for the connection to happen from all DMSCO branches in Saudi Arabia; if no

connection were established, the admin can simply retry or else report the problem to

the specialists.

Figure 14 Finferprint Admin Scenario Step1

Figure 15 Finferprint Admin Scenario Step2

21

3- Select a group or branch to view.

4- view employees’ information

Figure 16 Finferprint Admin Scenario Step3

Figure 17 Finferprint Admin Scenario Step4

21

2.6 Security Basics

Introduction to importance of security:

Shows how the social media integrated with business so it needs strong security

support to avoid loss of information.

Information security overview:

1- Malware trends

2- Essential terminology in security:

3- Element of information security:

4- The Security, functionality and usability triangle:

Define the level of security in any system.

Information security Threats and attacks vector:

1- Define the goals, motive and objectives of information security attacks.

2- Information security attacks vectors.

3- Information security threats categories.

4- Types of attacks.

5- Information warfare.

Hacking concepts, types, and phases:

1- What is hacking

2- Who is the hacker

3- Hacker classes

4- Hacking phases

Ethical hacking concepts and scope:

1- What is ethical hacking

2- Why ethical hacking is necessary

3- Ethical hacker skills

22

Information security controls:

1- Information Assurance.

2- Information security management program.

3- Threat modeling

4- Enterprise information security architecture (structure and behavior of organization's

information systems)

5- Network security zoning

6- Information security policies.

7- Types and examples of security policies.

8- Privacy policies at workplace.

9- Steps to create and implement security policies

10- Physical security and how to control it.

11- Incident management definition, process, and team responsibilities.

12- Vulnerability assessment and its types.

13- Network vulnerability assessment methodology.

14- Vulnerability research

15- Penetration testing.

16- Comparison of security audit, Vulnerability research and Penetration testing.

 Overview of EC-Council courses.

 Security aspects: To increase the security in any organization, the security aspects must be

implemented, and these are defensive, offensive and analysis.

1. Defensive

2. Offensive

3. Analysis

 Firewall

 Public/Private certificate:

 Trend micro Deep Discovery: Trend micro is a security software, founded in 1989.It provide a security

for servers, cloud computing environments, consumers, and small, medium and

enterprise businesses.

23

Figure 18: Kaspersky problem

2.7 Trend Micro

Install Trend micro office scan on all the section in DMSCO

Additional responsibilities:

The full responsibility lays on us when using employees’ computer If any problems

were encountered, we should search about it and solve it otherwise we shall contact

Mr. Ahmed

Full Details:

On the third part of Security basics series, we have finally got to see how valuable

trend micro company is by trying their office scan software. Office scan anti-virus is

used in DMSCO to ensure security and avoid threats. The task that were given is

mainly divided into three sub-tasks

Installation and configuration:

This sub tasks involves setting up the computer then install trend micro office scan

software. Refer to section C for installing steps.

Handling issues during installation:

There are some issues we’ve encountered during the installation; however, we

proudly solve them all. Example of these problems is:

o Programs that contradict office scan and disable it from working such as: Kaspersky.

The solution was to delete them.

o Windows defender needed permission to activate the

office scan. The solution was to disable it and give the

full administration to office scan.

o Kaspersky couldn’t be deleted. Problem was reported to

Mr. Ahmed

24

Figure 20: updating Figure 19: scanning all OS

 Updating and scanning:

Trend micro office scan should be updated to the latest version. After that, we can

scan all the operating system to find any bugs.

25

Installation Process

On the installation of trend micro, there are steps that should be followed:

1) Uninstall Kaspersky.

2) Uninstall Kaspersky endpoint.

3) Install trend micro office scan.

4) Restart your computer.

5) Update then scan office scan.

At the end our instructor introduce us to SANS institute policy template.

Figure 22 step 2

Figure 21 step 1

26

2.8 Transaction management System

MS Access:

the application helps to manage data. In DMSCO they have dig data of employee,

stores, etc. And we try to browse certain tables. We learned how to manipulate the

content without needs to code. One of the tasks required is to take come part of

records like 90 around 40000.

2.9 System Applications and products (SAP)

It is an enterprise resource planning that manages all the business process in a

certain company. SAP has two famous versions: small business edition and

enterprise edition.

Content management system:

Joomla: the instructor introduces us to Joomla and how can we get benefit from it.

Joomla is an open source content management system that allows user to create

websites.

WordPress:

It is a content management system that creates websites with plugins the desired

content. No coding is involved unless you an advanced user, you can easy edit the

source code. Recently, companies tend to create easy and simple tool.

27

Here is the website that we created using Wordpress:

Figure 33 Wordpress website 1

Figure 24 Wordpress website 2

28

Figure 25 Wordpress website 3

Figure 26 Wordpress website 4

29

Figure 27 Wordpress website 5

Figure 38 Wordpress website 6

31

Conclusion:

In conclusion I want to say that work experience is the best way to improve anyone

skills by get in touch with experienced workers who has the knowledge and

experience, so training in DMSCO Company was a great experience to achieve that

and also to apply the knowledge I gain from university. DMSCO Company. At the end,

this training program has achieved its objectives.

31

Reference:

DMSCO website, http://www.aldwaa.com

http://www.ubuntu.com/. Accessed: Jun. 22, 2016.

http://searchnetworking.techtarget.com/tutorial/Introduction-to-firewalls-Types-of-

firewalls

http://www.tldp.org/HOWTO/SSL-Certificates-HOWTO/x64.html

https://en.wikipedia.org/wiki/Trend_Micro