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  • #1

    IT Security Shite-storm.. about to brew..

    I work overnights helpdesk at a famous Fortune 500 company..

    The message when they call in during afterhours is to press # key if it's a business critical issue.. as in pertaining to stopping the production of company's product. Otherwise, leave message on voicemail. Anyone who presses the # key rings right to me.

    I get this gem tonight around 11:20pm CDT:

    Me: (company) this is (name).
    SC: I need my login fixed.
    Me: Okay, can I have your userID?
    SC: (gives it)

    My company has a strict IT Security policy. Everyone who requests access or needs help accessing needs to be authenticated (last 4 SSN or DOB).

    All my sources for her userID and name showed no valid SSN or DOB.

    Me: I have nothing shown in my system to authenticate you with. Per IT Security policy, I'm not able to fix your login problem. Due to IT restructuring after (company events that happened) I am unable to page an IT Security on-call person to get this issue resolved.
    SC: But I have to login tonight!
    Me: If I fix your login access without proper authentication, I will be terminated.
    SC: So do I have to call up (name of CIO/Head of IT for entire company) in order to get you dealt with?
    Me: No. I was going to insist that you called this helpdesk back during normal business hours as we could have contacted IT Security, however, if you're going to threaten me like that, here's the ticket number.
    SC: Okay.
    Me: (gives ticket number) As you are going to contact (name of CIO/Head of IT for entire company) I will be sending a note up to my management so they're aware of what you're going to do. Good bye. <click>

    We'll see what happens today... I'll be checking my email box tonight when I get back and see what damage was done.

    As far as I'm concerned, that was a social engineering attack with a name drop bomb threat.
    Fixing problems... one broken customer at a time.
    Tags: None
  • #2
    Most likely the CIO will tell her to GET BENT and ask her WHY THE HECK she bugged him/ her with that.

    Or if the CIO is spineless, will tell her that you will be reprimanded when you really won't be.
    "Hi, this is Silver. How may I lose my self respect in order to cater to your over- inflated ego today?" --- Silverrb

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    • #3
      Here I am.. one night later from said incident..

      No email response from management..

      I assume everything's in the clear.... or impending doom looms near..


      I'll keep ya all posted.
      Fixing problems... one broken customer at a time.

      Comment

      • #4
        yes please do....i hope justice is served hard and fast to that ass....

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        • #5
          Quoth Blade_Raver View Post
          As far as I'm concerned, that was a social engineering attack with a name drop bomb threat.
          I fully agree but you did the right thing for two reasons:

          1) You're covering your rear in case they DO contact those people.
          2) You are showing that person that you don't put up with any $h!t.

          In IT we need to cover our rears as much as we can. Companies LOVE to cut back their IT departments since they think we only spend money (I guess they don't realize that if the IT equipment doesn't work, they don't make as much money??).

          I've done the same a few times and my boss has backed me 100% each time - no matter how far up the chain the caller claims that they'll go, or how far up they actually did go (yes, I had someone once call a VP on me).
          Quote Dalesys:
          ... as in "Ifn thet dawg comes at me, Ima gonna shutz ma panz!"

          Comment

          • #6
            Quoth draggar View Post
            I fully agree but you did the right thing for two reasons:

            1) You're covering your rear in case they DO contact those people.
            2) You are showing that person that you don't put up with any $h!t.

            In IT we need to cover our rears as much as we can. Companies LOVE to cut back their IT departments since they think we only spend money (I guess they don't realize that if the IT equipment doesn't work, they don't make as much money??).

            I've done the same a few times and my boss has backed me 100% each time - no matter how far up the chain the caller claims that they'll go, or how far up they actually did go (yes, I had someone once call a VP on me).
            Yep, I'm completely familiar with CYA protocol.
            You're absolutely right.

            By the way - still nothing has come of this yet. I'm assuming either management is either dropping the issue entirely as they read my notes and may have also played the call... or they're silently looking for a reason to punish me.
            Fixing problems... one broken customer at a time.

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            • #7
              Or they're rolling their eyes at the caller.
              Quote Dalesys:
              ... as in "Ifn thet dawg comes at me, Ima gonna shutz ma panz!"

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              • #8
                and flipping them the bird...

                i'd love a boss like that.

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                • #9
                  Still nothing.. I think the issue has been resolved on their end..

                  That or they're ignoring it and was just a bunch of smoke the caller was blowing over the phone.
                  Fixing problems... one broken customer at a time.

                  Comment

                  • #10
                    Talking about CYA, whenever our VP of Admissions has a tech problem, he goes straight to the CFO (my big boss's boss), rather than to us lowly peons, and thus, has to wait for his request/problem to filter down the chain of command.
                    SC: “Yeah, Bob’s Company. I'm Bob. It's my company.” - GK
                    SuperHotelWorker made my Avi!!

                    Comment

                    • #11
                      Yeah... the bigwigs here follow similar protocol.
                      Fixing problems... one broken customer at a time.

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