Mock IT Tickets

By documenting these cases, I demonstrate my technical problem-solving skills, ability to prioritize and categorize issues, and effective communication in IT support scenarios. This project highlights my readiness for a help desk or cybersecurity analyst role by showcasing hands-on experience in IT troubleshooting and ticket management.

Using the tool SpiceWorks I created mock common IT issues and troubleshoot and resolved them. In this project, I leveraged cloud computing and IT support skills to set up a Spiceworks Help Desk cloud database and efficiently manage IT tickets. Key skills used include:

• Cloud Database Management: Configured a cloud-based Spiceworks database for centralized IT ticket tracking.

• IT Troubleshooting & Support: Diagnosed and resolved mock IT issues, including network connectivity, software installation, and password resets.

• Incident Prioritization & Resolution: Categorized tickets based on urgency, applied structured troubleshooting methods, and documented solutions.

• Technical Documentation: Maintained detailed records of troubleshooting steps, resolutions, and best practices for knowledge sharing.

• Communication & User Support: Simulated real-world IT interactions, explaining solutions clearly and ensuring end-user satisfaction.

Ticket #4: Wifi Connectivity Issue

• Issue: User cannot connect to the office Wi-Fi network.

• Priority: High

• User Description: "My laptop won’t connect to the Wi-Fi even though other devices are working fine."

• Troubleshooting Steps:

  1. Verified Wi-Fi is enabled on the user’s laptop.

  2. Restarted the router and user’s laptop.

  3. Checked network adapter settings and reset TCP/IP.

  4. Updated wireless drivers.

• Resolution: The issue was resolved by resetting the network adapter and reconnecting to Wi-Fi.

• Lessons Learned: Ensure users check for driver updates if connectivity issues persist.

Ticket #5: Software Installation Failure

• Issue: User is unable to install Microsoft Office 365.

• Priority: High

• User Description: "When I try to install Office 365, I get an error saying 'Installation Failed'."

• Troubleshooting Steps:

  1. Checked system requirements for installation.

  2. Ran Office 365 Uninstall Support Tool to remove old versions.

  3. Re-attempted installation as an administrator.

  4. Verified that antivirus software wasn’t blocking the installation.

• Resolution: Successfully installed Office 365 after running the Uninstall Support Tool and retrying the installation.

• Lessons Learned: Always check for conflicting installations before deploying new software.

Ticket #6: Phishing Email Investigation

• Issue: Employee received a suspicious email requesting sensitive information.

• Priority: High

• User Description: "I got an email asking me to update my login details for our payroll system. It looks suspicious."

• Troubleshooting Steps:

  1. Examined the email header for spoofed sender addresses.

  2. Checked embedded links for phishing attempts.

  3. Reported and blocked the sender in the email security system.

  4. Educated the user on recognizing phishing emails.

• Resolution: The phishing email was reported, blocked, and no credentials were compromised.

• Lessons Learned: Regular phishing awareness training helps prevent security breaches.

Ticket #7: Printer Not Printing Documents

• Issue: User’s printer is not printing documents.

• Priority: Medium

• User Description: "The printer is connected, but my documents aren’t printing."

• Troubleshooting Steps:

  1. Checked the printer’s connection and power status.

  2. Restarted the printer and the user’s computer.

  3. Cleared the print queue.

  4. Reinstalled the printer driver.

• Resolution: The printer started working after clearing the print queue and reinstalling the driver.

• Lessons Learned: Regular driver updates and printer maintenance can prevent common printing issues.

Ticket #3: Password Reset Request

• Issue: User forgot their Windows 10 login password.

• Priority: Low

• User Description: "I can’t log in to my workstation. I forgot my password."

• Troubleshooting Steps:

  1. Verified user identity through security questions.

  2. Reset the password via Active Directory.

  3. Guided the user to log in with the new password.

  4. Recommended setting up a password reset disk for future use.

• Resolution: Password reset successfully, and the user regained access.

• Lessons Learned: Encourage users to use a password manager to avoid future lockouts.