Glendale Community College
Desktop/Portable Computer Support Policy & Service Level Agreement
Between Employees and Information & Technology Services
Approved by CCCC, 6/19/02
Approved by Campus Executive, 8/20/02
This is the support policy and agreement
between Glendale Community College (GCC) employees and the Information
& Technology Services (ITS) regarding the services and support that
will be provided by ITS to user’s desktop/portable computers and
related technology. Violations
of this agreement will result in actions stated in Using
Information Technology Resources at Glendale Community College.
The purpose of this agreement is to clearly define the services
that ITS will be capable of supplying given current resources.
GCC provides computers to faculty and staff as a tool to help
them do their work. It is
the mission of ITS to maintain these computers, thus assisting faculty
and staff in performing their jobs.
Desktop Computer Configuration
- The
college will provide users with at least a computer, monitor, a
keyboard, and a pointing device (usually a mouse or a trackball), as
described in Appendix A.
- When
needed, access to a printer (either network or local) will be
provided.
- ITS
will set up equipment in a manner to reduce the amount of dust that
enters the device. Users
should never move equipment themselves and should call ITS to
arrange help with any location transfers.
Personally Owned Computers, Software, and Ancillary Equipment on
Campus
- Glendale
Community College cannot be responsible for the personal property of
employees. If users
choose to bring their own equipment and/or software, the college can
not support it and can not be responsible for it.
Help Desk / Level I Technical Support
- Users
who have technical problems should call or E-Mail the Help Desk.
- The
phone extension is H-E-L-P (4357) and the E-Mail address is helpdesk@glendale.edu
- The
Help Desk will be staffed during normal operating hours (8AM – 7PM
M-F, 8AM – 2PM Saturday). However,
there are times when calls cannot be answered and will be
automatically transferred to voice mail.
Users who leave voice mail during normal operating hours will
have their calls returned within one hour.
- Calls
placed to the Help Desk will be assigned to the next available
technician. Classroom
emergencies take precedence. Each
technician supports 300+ computers, and often more depending on who
is on duty. The goal of
the Help Desk is to respond onsite within 24 hours.
Backup & Recovery
- Users
are responsible for the backup of data files that they create and
store on the computer.
- ITS
staff are prohibited from touching or manipulating user’s data.
- ITS
will make a best effort to help users recover lost data, but is not
responsible for data lost due to equipment failure, user error,
viruses, or other cause.
- Users
are always responsible for backing up their own data.
Users who need assistance with data backup should call the
Help Desk.
- Computers
that are deemed mission critical by a department supervisor must be
properly equipped for backup.
- See
Appendix B for a list of possible backup strategies.
Dial-Up Internet Access
- The
college provides free Internet access for employees and retirees
through a dial-up (modem) connection.
- To
receive dialup access, users must be an employee or retiree of the
college, read, understand and sign Using
Information Technology Resources at Glendale Community College,
and have an email account issued by the college.
- Dial-up
instructions are provided on the GCC web page at http://www.glendale.edu/ns/dial-up.html
. Printed instructions
can be obtained at the Help Desk.
- The
dial-up name and password are the same as the E-Mail name and
password issued by ITS. Changes
made to either the dial-up or E-Mail password are immediately
reflected in the other.
- Users
are limited to one dial-up session at a time.
- Users
may be online for up to 4 hours at a time.
At the end of the 4-hour period users will be disconnected.
- During
a dial-up session, if a user’s computer is idle for 30 minutes,
the connection will be terminated.
E-Mail
- Glendale
College E-Mail addresses are available to all employees and
qualifying retirees, and they may apply at the Help Desk for an
E-Mail user ID and password.
- E-Mail
inboxes are limited in size. Warnings
will be issued if this limit is exceeded.
The system will not deliver new incoming mail to inboxes that
exceed the size limit. Instead,
the mail will be rejected and returned to the sender.
- Contact
the Help Desk to make special forwarding or E-Mail handling
requests.
- If
an E-Mail account is not used for six months, the account shall be
suspended. The user must call the Help Desk to restore the account.
Passwords
- Users
should choose passwords that can be remembered without the need to
write them down, but not easily guessed.
- Users
should change their passwords periodically.
- Users
whose computer has a BIOS password should record it with their
supervisor. Failure to
do so requires the user to be present during service, in order for
the technician to have access to the computer.
- With
the exception of a BIOS password, users should never share passwords
with anyone.
- Users
who forget their password to a campus-wide application (such as
E-Mail and Reflections) should request a new password by calling the
Help Desk.
- Users
who forget their password to an application not provided or
administered by ITS (e.g. a web-based E-Mail account) cannot be
helped by ITS.
Hacking
Virus Protection
- ITS
will install antivirus software on all college computers.
- ITS
will train users in the proper use of such software upon request,
including keeping the virus protection up-to-date.
- It
is the user’s responsibility to keep the antivirus program enabled
and not to turn it off. If
disabled, ITS can not guarantee the security of the computer.
- Users
who encounter a virus should call the Help Desk immediately upon
discovery.
- Since
most viruses use email attachments to propagate, ITS cautions users
against opening any attachment that they did not specifically
request or is from an unexpected source.
Users are advised to scan attachments for viruses before
opening them.
Supported Software
- The
categories for software are: supported,
unsupported, and unacceptable.
They are listed in Appendix C.
- Supported
software includes programs that are necessary for users to perform
their job duties, or needed for security functions (e.g. antivirus
software).
- Unsupported
software includes any software that is licensed by the individual
user but not owned or licensed by the college.
- Unacceptable
software includes unlicensed (pirated) software, since it places the
college at risk for litigation.
Downloaded screen savers (e.g. Webshots and Afterdark) are
also unacceptable.
- If
a technician finds and verifies that unacceptable software is being
used on a college computer, the technician will notify the ITS
supervisor and the user’s supervisor, and may be deployed to
remove the software from the computer.
- Sometimes
a software update might require a corresponding hardware upgrade
(increased memory, storage, or CPU speed) that may not be possible.
Users should check with the Help Desk before purchasing
software to make sure.
3rd Party Vendors
- GCC
is subject to all contractual obligations enforced by vendors for
all hardware and software purchased, licensed, or leased.
- When
considering hardware or software purchases from 3rd party
vendors, terms and conditions shall be reviewed and approved by ITS
administrative staff. Failure
to obtain approval prior to purchase will result in loss of support
from ITS.
- In
order to be supported by ITS, installations of 3rd party
software must be done by ITS, the vendor, or a hired contractor.
- When
3rd party vendor support is needed, users must contact
the vendor to facilitate fast and reliable service.
- Departments
that choose to have service contracts with 3rd party
vendors shall be responsible for maintaining those contracts.
Failure to do so may result in termination of service and
ultimately loss of data.
- Service
Level Agreements will be developed between the department and ITS
for all 3rd party software support.
- In
emergencies, ITS will make a best effort to support 3rd
party software, but may not be able to save data or make the
application work.
- If
training of ITS staff is required to support 3rd party
software, the department requesting support shall supply funding for
the training.
- Any
computer on which the operation of 3rd party software
adversely affects either the user’s computer or the campus network
will be disconnected from the network.
Privately Owned Computing Resources
- ITS
will NOT provide support for any personal computing
resources, even if such resources were purchased through the
college’s purchase programs.
Technicians are prohibited from working on privately owned
computers, even if these computers are being used for college
business.
- ITS recommends that the purchaser review the vendor
support policy and warranties that are provided by a commercial vendor BEFORE
making a purchase.
Copyrights
- Accepted
copyright standards will be adhered to at all times.
- Users
are specifically cautioned not to copy drawings, photos, or text
from any other web site for use on the college web site.
- Users
requesting specific software installations must provide proof of
proper software licensing to the Director of IT Operations.
Commercial Use
Computer Disposal
- A
user who has a technical equipment item that is deemed surplus will
need to contact the Director of ITS Operations.
- Depending
upon the status of the equipment, either ITS or facilities will pick
it up. The owner will
be notified prior to pickup.
- If
the item is inventoried, it is the responsibility of the TOPS
manager to provide proper notification of its transfer.
Forms for transfer are available from the Controller’s
office.
Equipment Cascading
- The
college has a policy of replacing desktop computers every 4 years.
- Exceptions
to this policy can be requested via a form available from the
Director of IT Operations. Requests
will be evaluated and approved by the appropriate Vice President.
- Cascaded
computers must be returned to ITS.
This includes any computers, printers, or technical equipment
which has been replaced.
Training
- Staff
Development provides user training.
- ITS
encourages users to attend training seminars.
Ergonomics
- Ergonomics
is concerned with such factors as the physical design and placement
of the keyboard, screens, desks, and chairs, and the manner in which
users interact with these hardware devices.
- Ergonomics
is extremely important to reduce the risk of Repetitive Stress
Injury (RSI).
- All
ergonomics issues are referred to and handled by the Associate Dean
of Health Services.
Moves, Adds, and Changes
- Users
should contact the Help Desk to arrange for the installation,
relocation, or reconfiguration of GCC owned computers, printers, and
other peripherals.
- The
cost of adding electrical and/or network connections should be
considered when making relocation decisions, and will be paid for by
the department requesting the change.
Running Applications Over the Network
- It
is not recommended to run programs on another computer over the
network, with the exception of the Citrix Applications Server.
- Running
programs over the network consumes limited bandwidth every time the
program is run.
- Programs
run more reliably when installed and run locally.
For example, if the connection to the other computer is lost,
users may not be able to save their data properly.
Peer-to-Peer (P2P) Networking
- Peer-to-Peer
networking, such as Microsoft Networking or Apple Share Networking,
is a way to share files and folders with other users on the campus
network. Some file
sharing can only be done within a LAN and not across campus.
- Contact
the Help Desk for assistance in setting up Peer-to-Peer networking.
Peer-to-Peer (P2P) Software
- P2P
software is NOT to be installed on college computers, except
with expressed written permission (when needed to perform job
duties). When allowed,
this software will not be supported.
- If
a technician discovers any unauthorized P2P software on a college
computer during a service call, the technician will notify the ITS
supervisor and the user’s supervisor, and may be deployed to
remove the software from the computer.
- If
it is determined that a computer running P2P software is causing
excessive network traffic, that computer will be disconnected from
the network.
The Goal of Anything – Anywhere
- The
college has the goal to achieve Anything – Anywhere, which is the
ability to run any program from any computer connected to the
network.
- GCC
has a Citrix Applications Server that allows users to run programs
from any computer that is connected to the network and has the
Citrix client software installed.
- Users
who require access to files or programs at multiple locations
throughout the campus should consider using the Citrix Applications
Server, when a portable computer is not available.
- In
some cases it may be possible to convert classroom material, such as
PowerPoint presentations, into HTML.
Once in HTML format, the material may be uploaded to WebCT
and then viewed on any computer with an Internet browser.
Video and Audio Streaming
- Real
Audio/Video and Microsoft multimedia streaming is supported on the
campus network.
- Due
to limited network bandwidth, only a few simultaneous streams can be
sustained.
- Full-scale
net broadcasts are not supported, as they would quickly consume all
available network capacity.
Internet Protocol (IP) Address Assignment
- Network
Services assigns and allocates IP addresses to devices attached to
the campus network.
- Users
who have IP conflicts or other IP problems should contact the Help
Desk.
- Unauthorized
assignment of IP addresses can be extremely disruptive to other
users of the network. Stations
with IP addresses not assigned by the Network Services office will
be removed from the network.
Host and Domain Names
- Network
Services operates the Primary Domain Name Server for the college.
- All
inquiries regarding host names or sub-domains should be directed to
the Network Services department.
Network Acceptable Use
- Users
are expected to know, understand, and conform to the guidelines in Using
Information Technology Resources at Glendale Community College.
- The
college is obligated to adhere to the Acceptable Use Policies of its
Internet providers: JPL and the 4CNet.
For example, the network is not to be used for commercial
purposes, nor used in the course of illegal activities.
- The
attachment of a device to the network that adversely affects network
performance, or disrupts service to other campus users, will be
removed from the network until the situation can be remedied.
- As
stated in Using Information
Technology Resources at Glendale Community College,
inappropriate (non-job related) and/or disruptive use of limited
campus bandwidth will result in termination of service.
Newsgroups
- ITS
operates a newsgroup server. A
limited number of newsgroups from the Internet are available, as
well as a number of GCC specific groups which support our
educational mission.
- Contact
the Helpdesk for more information on using or starting a newsgroup.
Chat
- Chat
and Instant Messaging (IM) software, such as IRC (Internet Relay
Chat), AOL Instant Messenger, Yahoo Messenger, and MSN Messenger
Service are discouraged and not supported.
- WebCT
based chat is permitted and supported.
Network Configurations and Protocols
The college will provide a campus computer network
with the following specifications:
- Computers
will have 10/100 network interface cards installed.
- Within
buildings, Category 5 network cable will connect the local network.
- Fiber
optic cable will connect buildings to each other.
- When
available, wireless networking will be provided.
- The
network will support protocols TCP/IP, AppleTalk, and IPX/SPX.
- IP
addresses will be assigned to computers to facilitate Internet
connectivity.
- Only
IP and IPX protocols will be routed through internal campus routers.
Laptop Support
- Laptop
computers will be serviced only to the extent of their original
setup, and will be sent out for repair when broken.
Users should be aware that when this happens, they could
experience significant downtime.
- Backup
strategies for laptops are contained in Appendix B.
Backups should be performed on laptop computers with the same
diligence as desktop computers.
Laptop Computer Check-outs
- ITS
has laptop computers which are available for checkout.
- Checkouts
must be authorized by the Director of IT Operations.
- A
24-hour advance notification is needed to make sure the laptop is
available and has the correct software installed.
- Returning
computers with non-ITS installed software will result in loss of
checkout privileges.
Personal Digital Assistants (PDA’s)
- ITS
will purchase and support (with VP/President approval) either Compaq
iPAQ or Visor by Handspring.
- ITS
encourages the purchase of extended warranty and services of a third
party vendor. When
assistance is needed, ITS will make a best attempt to help.
Americans with Disabilities Act (ADA) Compliance
- The
college will obtain hardware and software that is ADA compliant as
defined in section 508 of the ADA.
- ITS
will make every effort to accommodate any user who needs specialized
software to do their job, when such software is not on the supported
software list. The
appropriate VP and the Associate Dean of the Center for Students
with Disabilities must approve all requests.
Computer Disk Imaging
- Before
a computer is deployed for the first time, the entire contents of
its hard drive can be captured into what is called a disk image.
The process of re-imaging a computer consists of completely
erasing the computer’s hard drive, then restoring it with the
contents of the original disk image.
Thus, the re-imaging process restores the computer to its
original configuration.
- Under
normal circumstances, computers will need to be re-imaged
approximately every 3 years. This
is a normal artifact of using hardware, operating systems and
applications.
- If
a computer system has significant software problems caused by
installations of unsupported software, re-imaging may be used to
restore the computer to a working state.
(This is a very good reason for users to perform regular
backups of their data.)
- If
a computer is found to be in violation of the ITS Service Level
Agreement (SLA), the resource expenditure required to bring the
computer back into compliance will be billed to the department to
which the computer belongs.
Glossary
Application Password
– This is a username and password combination that is used to
get into a particular program or network resource, and is used in
programs such as E-Mail and Reflections.
BIOS (CMOS) Password – This is a startup
password that must be entered into the computer right after the computer
is turned on, before anything can be loaded.
Not all computers will have this option; for example, Macintosh
computers typically do not have a BIOS password.
Desktop – A computer that is confined to a
particular location, usually on top of a desk.
Hacking – the process of gaining access to
a computer, data files, or network without authorization.
Level 1 Tech Support – This is the primary
function of the Help Desk. If
the Help Desk operator is unable to solve the problem, the call will be
escalated to Level 2 Tech Support [a field technician will be sent out],
and so on.
Level 2 Tech Support – This is the primary
function of the field technicians.
Level 2 performs services related to the selection, installation
and maintenance of all desktop hardware and software.
Level 2 support also performs services related to the
installation and maintenance of local networks and their connections.
Level 3 Tech Support – This level performs
services related to the development of standards, the evaluation of new
technologies, and the introduction of new technology to end users.
Level 3 support also contributes to overall systems architecture,
assists in project activities, focuses on business alignment with
technology and assists with problems of high complexity or urgency.
Peer-to-Peer Software – A program that
turns the user’s computer into a file server for the purpose of
sharing data files over the Internet.
Examples include, but are not limited to:
Napster, Gnutella, Bearshare, Limewire, Morpheus, Kazaa, Imesh,
Soulseek, Aimster, and Wrapster.
Peer-to-Peer networking
– This is a type of networking which uses no central server.
Instead, each computer station on the network (called a peer) is
used to share files to other users.
This option is usually OK if the number of users is low and the
file size is small, but if they become large the user who is hosting the
files may notice poor computer performance.
Portable – A computer that is easily
transported from place to place. E.G.
a laptop computer.
Windows Login Password – This is a
username and password combination that is used to log into the operating
system. In the case of
Novell clients, this password is also used to log into a Novell server.
It is important to note that in Windows 95, 98, and ME
[Millennium Edition], these passwords can be bypassed very easily and
offer no effective security for access to the computer.
Appendix A
Appendix A is the current ITS spec
sheet.
Appendix B - Backup
Options Matrix for stand alone workstations
Note:
Users are allowed to choose from this list of alternatives as
long as the Dean of ITS does not deem the system “mission critical”.
|
1.
Solution
Name
|
2.
Brief
Description
|
3.
Backup
Method
|
4.
Backup Choices
|
5.
Backup Frequency
|
6.
Security
Issues
|
7.Admin.
By:
|
8.
Field
Tested?
|
9.
Cost Issues
|
10.
IT
Preferences
|
|
(A)
Automatic Backup in background to server
|
Comprehensive
networked solution
using Backup Exec, Novell and client software
|
Client
to server, located in a dept. to streaming rotated tapes
|
Full
image or selected data (folders)
|
Daily,
weekly, or monthly but
must be scheduled
|
Data
is sent to remote tape, which can be compromised
|
Dept.
technician or ITS
|
Yes,
in SG office suite
|
Relatively
expensive and costly for personnel to administer – requires a
system administrator
|
|
|
(B)
Removable Hard Drive (HD)
|
Data
stored on portable HD connected to PC via USB or SCSI
connection. Must be
connected manually before each backup.
|
MS
Backup or similar software used to transfer data to HD.
2.2 GB capacity.
|
Full
image or selected data (folders)
|
Weekly,
or monthly or on demand
|
User
can control backup disk if concerned about security.
|
Dept.
technician or individual user.
|
Being
used by some users now.
|
Cost
of removable hard drive and disks.
($250-300)
|
Preferable
Portable to another computer if needed.
|
|
(C)
Removable tape
|
Data
stored on a tape drive connected to PC via USB or SCSI.
Must be connected manually before each backup.
|
MS
Backup or similar software used to transfer data to HD.
Large capacity.
|
Full
image or selected data (folders)
|
Weekly,
or monthly or on demand
|
User
can control backup tape if concerned about security.
|
Dept.
technician or individual user.
|
Being
used by some users now..
|
Cost
of removable tape drive and disks.
($250-300)
|
Preferable
Portable to another computer if needed.
|
|
(D)
Peer-to-peer backup
|
Connection
made on peer-to-peer networking. Data stored on a designated
dept. large hard drive in user folders.
|
MS
Backup or similar software used to transfer key folders to user
specific location on another machine.
|
Selected
data (folders) only
|
Weekly,
or monthly or on demand
|
Data
protected by password only!
|
Individual
user, can be automated
|
Yes.
|
Extra
hard drive on designated backup machine.
($100-150)
|
Preferable
Easy to use and inexpensive.
|
|
(E)
Zip Drive/Disk
|
Backup
to Zip drives using drag and drop.
|
Drag
and drop to the zip disk.
|
Selected
folders of data only.
|
Anytime,
initiated by user.
|
User
can control backup disk if concerned about security.
|
Individual
user.
|
Yes.
|
All
new computers come with this type of drive.
Cost of disks.
|
Preferable
Easy to use and inexpensive.
|
|
(F)
Network backup
|
Selected
files stored on GCC servers and backed up using the campus
network.
|
Drag
and drop to protected area of server.
|
Selected
folders/files.
|
Anytime,
initiated by user.
|
Same
as network security
|
Individual
user.
|
Yes
|
Large
quantities of data impact network.
Additional server may be required with heavy use.
|
|
|
(G)
Citrix server
|
Central
server that is accessed using thin client software.
|
Personal
folders are established on server.
No action required by user, backup done daily by ITS.
|
Folders
set up in advance.
|
Daily
by ITS.
|
Same
as network security.
|
ITS
|
Yes.
|
Certain
high-end applications not supported by this server.
Additional server may be required with heavy use.
|
Preferable
for low-end high-usage applications only.
|
|
(H)
NO Backup
|
User
accepts consequences of lost data and setup with equipment or
software failure
|
N/A
Used
widely.
|
N/A
|
N/A
|
N/A
|
N/A
|
N/A
|
Priceless
when data is lost.
|
Unacceptable.
|
APPENDIX C:
SOFTWARE
Officially supported software: PC OS WIN'95,
WIN'98, WIN'2000 and MAC OS 6.0 - 10.X; Microsoft Office Suite, Internet
Explorer, Eudora, Advantage, Reflections, and WebCT.
We do "as best we can" with Word Perfect and Netscape.
Unacceptable software includes unlicensed (pirated)
software, downloaded screen savers (e.g. Webshots and Afterdark), and
unauthorized P2P (Peer-to-Peer) software.
Unsupported software:
The following list details people who may be able to assist users
who have problems with a particular program.
SOFTWARE NAME
|
PEOPLE WILLING TO ASSIST
|
Access
Adobe
Adobe Premiere
Assistive Technology
Astound
Basic
BusMath Tutor
BusinessWorks
C++
Canvas 8.0
MAC
CD burning
Citrix
Cobol
Cool Edit
Corel
Cortez-Peters
Deploy Center
Digital photography
Digital video and audio
DVD Studio Pro
DOS
Dragon
Dreamweaver
Eudora
Educo80
Ethertalk
Excel
Excel - MAC
Explorer
Fortran
FTP
GDP97
Grammar Tools
Graphing Calculator 3.1
Handspring Visor
HTML
Imovie - MAC
Internet Explorer
Iphoto - MAC
Itunes
JBuilder
Javascripts
Jaws
Linix
Mac OS X
Macromedia Director
MathQue
McAfee
McGraw Passkey
MS Explorer
MS FrontPage
NetG
Netscape Messenger
Netscape Navigator
Norton Utilities
Novell
ODE Architect
Office
Oracle
ORB drives
OSX
OS – MAC
Outlook
Palm Pilots
Pascal
PassKey Curricular
Peachtree
Photoshop
PKZIP/WinZip
Power Point
PowerQuest Pro
Quickbooks
Quicktime
RealProducer
SAM
Scanning
School Maestro
Scientific NoteBook
SQL
Telnet
Terminal Server
Unix
ViaVoice
Watson
WebCT
Win Batch
WinZip
WinZip SE
Windows
Windows Media Encoder
Word
WS FTP
Zip drives
ZoneAlarm |
Brett Miketta
John Miketta
Mike Petros
Lou Gagnon
Robert Holmes
John Miketta
John Miketta
John Miketta
John Miketta
John Gerz
Lou Gagnon
Lou Gagnon, John Miketta
John Miketta
Robert Holmes
John Miketta
John Miketta
John Miketta, Lou Gagnon
Dennis Doyle
Mike Petros
Mike Petros
Lou Gagnon
John Miketta, Lou Gagnon
John Miketta
Lou Gagnon, Kim Foong Chong,
Brett Miketta
John Miketta
John Miketta
Kim Foong Chong, Brett Miketta
John Gerz
Kim Foong Chong, Lou Gagnon
John Miketta
John Miketta
John Miketta
John Miketta
John Gerz
Lou Gagnon
Dennis Doyle
John Gerz
Lou Gagnon, John Gerz
John Gerz
John Gerz
John Miketta
Dennis Doyle
John Miketta, Lou Gagnon
John Miketta
John Gerz, Dennis Doyle
Mike Petros
John Miketta
John Miketta, Lou Gagnon
Dennis Doyle
Brett Miketta
Brett Miketta
Lou Gagnon
Lou Gagnon
Brett Miketta, John Miketta
Lou Gagnon
Lou Gagnon, John Miketta
John Miketta
Myron Faverman, Louis Gagnon, John Miketta
John Miketta
Lou Gagnon
John Miketta
John Gerz
John Miketta
Lou Gagnon
John Miketta
Dennis Doyle
John Miketta
John Miketta
Brett Miketta
Brett Miketta
John Miketta, Lou Gagnon
John Miketta
Mike Petros
Brett Miketta
John Miketta
Lou Gagnon
Robert Holmes
John Miketta
John Miketta
John Miketta
John Miketta
John Miketta
Robert Holmes
John Gerz
Robert Holmes
John Miketta
John Miketta, Lou Gagnon
John Miketta
Myron Faverman, Louis Gagnon, John Miketta
Brett Miketta
Kim Foong Chong, Brett Miketta, Lou Gagnon
Robert Holmes
Lou Gagnon
Lou Gagnon, John Miketta |
|
