System Outage Update 5/15/23

May 15, 2023 by Leave a Comment

Good evening, 

I hope that you all had a wonderful weekend and got to enjoy the sunshine…and hopefully stayed cool! 

As promised in the e-mail that was sent out on Friday, we wanted to respond to a question that was posed about SharePoint/OneDrive, as well as give you an update about how to make website requests. 

What are SharePoint/OneDrive, and how do I use them correctly? 

SharePoint is a place to build internal communication sites and effectively manage documents within an organization. TSS is currently working on building out the foundation for the Shoreline SharePoint system to have a fully connected platform for all departments and divisions to store their shared drives and documents. (Structure similar to the previous “S:\” drive).   

OneDrive is a cloud-based storage solution to back up files online and is suitable for an individual’s business use (similar to the previous “H:\” drive). You can upload and save your documents to OneDrive and share them with specific people you choose or anyone with a Shoreline address for view only or editing access (you cannot use the “anyone” option).  Please note that any links to documents shared outside of Shoreline with editing access will expire after 14 days. 

TSS recommends that you begin rebuilding your documents and storage on your OneDrive platform in preparation for the organizational wide readiness of the new Shoreline SharePoint platform.  Once the process is complete, TSS will supply instructions on how to migrate any information from your OneDrive platform to the new SharePoint platform.  Please stay tuned for more information. 

You can currently access your OneDrive platform by navigating to https://shorelineccwa-my.sharepoint.com/ and logging in with your @shoreline.edu account. 

Extra resources for using OneDrive can be found at the following Microsoft link.

Website Requests- Updated Instructions 

Many of you have asked me recently if we still have a web administrator on staff.  For the past several months we have been working with Grant Hubbell who is a contractor from 25th Hour Communications.  He has been instrumental in helping us maintain and update the main site for the college.  However, his role is contractual until the end of June, and he is not 100% full-time with us. As a result, we have been conducting a search for a full-time Web Administrator and will begin interviewing very soon.   

As we transition to a full-time staff member, we thank you for your patience. While we do have a lot of our main site up, the ransomware incident did impact some of our information, and we will need to rebuild some sections of the site which takes considerable time and effort. 

If you have a request to add or need to update something on the www.shoreline.edu site, you may submit a request using the new link that TSS created for us on the Support site.  Thanks, TSS!  I have included an image below (nobody is allowed to laugh at my subpar screenshot drawing skills 😉) and you can get to the link here. 

If you have any questions, please don’t hesitate to ask. 

Have a good night! 

Cat 

This is a screen shot of the employee request page on the support site. It shows a lot of different icons and requests that can be made through the ticketing system.
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Important System Outage Update 5/12/23

May 12, 2023 by Leave a Comment

Good afternoon,

Yesterday we shared some important ransomware updates in our campus forum that we also want to share with you here, in case you were unable to attend. 

Positive Progress 

We have made some really great progress with our recovery and restoration efforts. A huge thank you to TSS for their dedication and round-the-clock work during this time. 

  • Campuswide wireless has been restored. TSS has mounted 100 access points, which took approximately three weeks. Most every working area has full coverage; however, we are aware of a few outstanding areas. We are putting in an order for 20 additional access points to resolve those issues. 
  • Sixty-two new teaching computers were installed in classrooms for spring courses. These computers connect to Wi-Fi. TSS is currently working to ensure that all summer and fall classrooms will be ready and anticipate having the wired network restored for all classrooms and instructional areas that will be in use by Fall quarter.
    • The College has worked to get the student classroom labs operational for Spring quarter and that restoration effort is 97% complete. 
  • 55 laptops have been deployed by TSS and 250 desktops have been ordered and will be deployed during the Summer quarter. 
  • TSS is currently working on implementing several improved security protocols across the entire Shoreline infrastructure, which we will provide additional updates on. 
  • We now have a temporary solution for our intranet and are working to repopulate the documents and information. 

Important Data Restoration Update 

We have been working with the Dell EMC team for the past six weeks to reestablish the connection to the back-up data in the cloud. Unfortunately, we were made aware that despite their best efforts, Dell was unable to recover the data stored in the cloud. Data stored locally on desktop computers can be unencrypted and returned to the user. We have consulted other engineers for a second opinion, and unfortunately, they have also concluded the same as Dell. 

As a result, we will need to recover data in other ways and rebuild. Here are some steps we are currently taking: 

  • Data Identification
    • We have created a data identification spreadsheet to help us navigate the platform and service needs for every department across campus. This spreadsheet was shared with ET this morning. Meetings are being set up with department heads across campus to work with their teams and populate the document for review.
      • Once we receive the information back from the departments, we will have a clearer picture of the data and rebuild needs for the campus 
  • File Restoration Efforts
    • TSS has begun working through the submitted requests for local desktop file restoration, and thus far efforts have proven successful. To be added to the queue for local file restoration, please submit a ticket via this form. 

On Monday we will be sharing out some other helpful information about website requests and OneDrive/SharePoint, so stay tuned for more updates. 

We thank you for your continued patience and flexibility as we truly appreciate your efforts. Thank you for being a wonderful campus community. 

Cat 

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System Outage Update 4/28/23

April 28, 2023 by Leave a Comment

Happy Friday! 

I hope you have been able to take a little time out of your day today to enjoy the sunshine. It is certainly beautiful around campus. If you haven’t stepped outside today, take a look at the latest post on Shoreline’s Instagram page to see the campus in full bloom.

Today I have a couple of updates for you from Technology Support Services (TSS) and on accreditation. 

First, I want to thank you all for your patience and flexibility during this time. We are making great progress getting things back online, but we know that everyone has had to work very hard to make adjustments to instruction, and operations.  We truly appreciate your efforts. 

TSS 

As TSS continues to forge ahead with restoration efforts they would like to remind you to continue to fill out the file recovery request form which can be found here. They are in the final testing stage and hope to begin working with individual computers as early as the end of next week. Please remember this request form is not to ask for files on the network drives (e.g. S, X etc.) but instead for things you might have saved on your individual computer. 

Accreditation 

Due to the effect of the ransomware incident on accreditation work, the following deadlines have been extended and timelines adjusted: 

  • All Area Reviews are now due Friday, June 16, 2023 – the last day of spring quarter. The April 24th deadline for Area Reviews was extended. 
  • Next year’s (2023-24) budget now will be developed two months later, as approved by the Board of Trustees at their April 26, 2023 meeting. A draft budget will be reviewed by the Board in August; it will be shared with the Strategic Planning & Budget Council during Opening Week, when faculty are back on contract. A final budget will be presented to the Board for approval in September. 
  • Since Area Reviews will inform resource allocation (budget development), that timeline has been updated.  
  • The Fall 2023 (October 5-6) Accreditation Mid-Cycle visit has been approved by the Northwest Commission on Colleges & Universities (NWCCU) to be delayed to spring 2024.  

Enjoy your weekend! 

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Introducing Jason Brandon- New Executive Director of TSS

April 20, 2023 by Leave a Comment
This is a headshot of Jason wearing a blue button down shirt against a grey background.

We are excited to announce that we have hired Jason Brandon to be the new Executive Director of Technology Support Services (TSS). His first day will be Monday April 24, 2023. 

Originally from Cincinnati, OH, Jason attended the University of Louisville where he played collegiate baseball and earned a bachelor’s degree in computer information systems. He began his IT career as a Systems Engineer for Brown and Williamson, and later relocated to Miami, FL where he earned a master’s degree in computer science from Nova Southeastern University.  

Previously, Jason was the Chief Information Officer for Sunrise Community Inc, supporting individuals with developmental disabilities across eight states on the East Coast. With over 20+ years of experience, his expertise lies in leading IT teams to implement scalable, reliable, and complex systems to support the organizations’ needs, while maintaining a focus on superior customer service.  

In his spare time, he is an avid sports fan, and a runner who has completed two half marathons.

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System Outage Update 4/17/23

April 17, 2023 by Leave a Comment

Good afternoon, 

Today I want to send a huge thank you out to the entire TSS team for their continued work on the restoration process.  We appreciate you all so much! 

I have several important updates to share with you, so please make sure you read carefully.

Wi-Fi 

TSS is in the middle of restoration efforts which include Wi-Fi access on campus. When wireless is operational in your area you will see a network called Shoreline-Guest-WiFi.  Please use the password  #ShorelineWiFi when you login. As full restoration efforts will take quite some time, TSS has brought on Shoreline’s brand-new guest network as a temporary solution to allow the campus to have internet access again.  

Barring any unforeseen issues TSS is hoping to have the network Wi-Fi online across campus by the end of the week. Currently wireless connectivity can be found in the following buildings, with more coming online soon. 

  • 800, 1000, 1100, 1200, 1300, 1400, 1500  

TSS will be removing the hotspots once your area’s wireless is online later this week. 

Broken Links 

If you are on the Shoreline website and you encounter a broken link, please fill out this form. 

File Restoration 

As the restoration efforts continue, one way that TSS is hoping to help support you is by inspecting computers to see what files can be recovered. Please be aware that due to current ongoing efforts, this process is still a few weeks out. To help identify systems for file review, TSS has created a form that must be filled out so that the college can prioritize those review requests. 

TSS Offie Closed Periodically 

To help with restoration efforts, the TSS office will need to be closed periodically throughout the next few weeks. A sign will be on their door, and a notification sent out to campus when that occurs. If you need to pick up equipment and the office is closed, please contact TSS to set up an appointment. 

The TSS office will be closed tomorrow, Tuesday, April 18, 2023. 

I mentioned in the Zoom forum today that we have provided a robust FAQ list for our external call center. Here are some questions and answers from that list that you might find helpful.  Thank you for your time and have a great night! 

Cat 

Call Center FAQs 

What happened? 

  • On March 20, 2023, Shoreline Community College experienced a ransomware incident that impacted several on-campus operations. Shoreline immediately transitioned to a virtual environment to ensure continuity of classes with minimal disruptions. Students and faculty maintained access to several necessary resources to continue the educational experience. The investigation is ongoing, but to date we learned that some data was accessed by an unauthorized third party. 

When did this happen? 

  • The unauthorized person obtained certain files from our systems between February 27 and March 20, 2023. 

Why didn’t you tell affected individuals about the loss of the data sooner? 

  • With any such event, it takes time to investigate the event and identify individuals whose information may be involved. Shoreline worked hard to notify you as quickly as possible. 

What information about me may have been involved? 

  • The investigation is ongoing, but to date we learned that some data was accessed by an unauthorized third party between February 27 and March 20, 2023. On April 5, 2023 we confirmed that the documents involved contained certain information relating to some of our students, staff, and faculty, including their names and one or more of the following data elements: Social Security numbers, passport numbers, driver’s license numbers, dates of birth, financial account numbers, and/or attestations regarding COVID-19 test results. To date, we have received no reports of identity theft as a result of this incident. 

Was any data impacted or compromised? 

  • The investigation is ongoing, but to date we learned that some data was accessed by an unauthorized third party between February 27 and March 20, 2023. On April 5, 2023 we confirmed that the documents involved contained certain information relating to some of our students, staff, and faculty, including their names and one or more of the following data elements: Social Security numbers, passport numbers, driver’s license numbers, dates of birth, financial account numbers, and/or attestations regarding COVID-19 test results. To date, we have received no reports of identity theft as a result of this incident. 

Has the affected information been misused? 

  • At this time, there is no evidence that there has been any misuse of the information involved in this event. 

What monitoring resources are available to me? 

  • Shoreline is offering a complimentary membership in Experian® IdentityWorksSM Credit 3B to anyone whose information Social Security number or driver’s license number may have been 

involved in the incident. This product helps detect possible misuse of your personal information and provides you with identity protection services focused on immediate identification and resolution of identity theft. IdentityWorks Credit 3B is completely free to you and enrolling in this program will not hurt your credit score. You may also call the toll-free number of Experian, Equifax, or TransUnion to place a fraud alert on your credit report and/or order your free credit report. Additional resources regarding identity theft protection may be found at the Federal Trade Commission (FTC) identity theft website, IdentityTheft.gov, which includes information regarding identity theft recovery steps and how to file an identity theft complaint if you discover your information has been compromised. 

How can I sign up for the credit monitoring? 

  • Information about how to sign up for these services is contained in the notice that was emailed to you. However, I’m happy to help you. 

How long will my credit monitoring last? 

  • Shoreline is providing individuals with [one year] of complimentary credit monitoring services.  

What steps are you taking to protect my information? 

  • We are continuing to take taking several steps to ensure increased security including: enabling multifactor authentication, moving to a cloud-based file solution, enforcing a mandatory password reset every 90 or 180 days, mandating complex passwords, reviewing and revising email forwarding rules to ensure privacy of sensitive information, updating hardware and ensuring compliance with best practice security standards, and implementing additional security measures on all Shoreline controlled machines. 

What other steps should I take to protect my information? 

  • We advise individuals to remain vigilant for signs of unauthorized activity by reviewing their credit reports and financial account statements. If you see charges or activity they did not authorize, Shoreline suggests they contact their financial institution immediately. Shoreline is in the process of providing notice of this incident to individuals whoseinformation may have been involved and is offering them a complimentary membership to Experian® IdentityWorksSM Credit 3B credit monitoring service. 

How can I get a copy of my credit report? 

  • You can contact one of the three major credit reporting agencies to obtain free credit reports and/or place fraud alerts and security freezes on your credit files.
    • Experian PO Box 9554 Allen, TX 75013 1-888-397-3742 
    • TransUnion P.O. Box 2000 Chester, PA 19016 1-888-395-6938 
    • Equifax PO Box 105069 Atlanta, GA 30348-5788 1-888-298-0045 
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