Compromised Windows Machine Remediation

[Mike Wiseman <mike.wiseman () UTORONTO CA>]

Hello,

I am interested in hearing about experiences with 'cleaning' user-owned and managed
computers. When a student laptop/desktop has been blocked from the network due to
infection, what do they do? Do institutions provide a help desk environment where the work
is done? or do they provide resources for the student for 'self-help'? Is the student on
their own to resolve the problems? Is anyone using 'fee-for-service'? If so, what is the
user guaranteed to receive?

All of the above are used to some extent by departments here. This September, staff have
been overloaded with repairing laptops. Also, with the implementation of network
registration and patch status checking, sometimes the testing involved will fail on
machines that are badly infected and we want to direct the users appropriately.

Thanks,

Mike

Mike Wiseman
Manager - Computer Security Administration
Computing and Networking Services
University of Toronto

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