Support Queue Case Study
Level 1 Ticket:
Choice 1:
Assignee: Open
Raised by: Irene Fredericks, Human Resources, 10 min ago
Category: Mouse?peripherals
Priorty: Med
Message:
My mouse has stopped working. I checked the Windows device manager, and the mouse entry is not there. I need my mouse!
Choice 2:
Assignee: Open
Raised by: Todd Schneider, Payroll, 05 min ago
Category: Video issue
Priority: Med
Message:
My computer screen is black. I turned the computer off and on and the lights are on the front PC, but that did not resolve the issue.
Level 2 Tickets:
Choice 1:
Assignee: Open
Raised by: Juan Delarosa, Human Resources, 11 min ago
Category: Booting Issue
Priority: Med
Message:
My Dell OptiPlex 9020 Mini Tower will not go to the Windows desktop. I heard a series of audible sounds, like Morse code?!? I think the pattern is one, followed by three, then two. What does that mean?
Choice 2:
Assignee: Open
Raised by: Gianna Bianchi, Talent Development, 17 min ago
Category: Printer Issue
Priority: Med
Message:
Every time I print, there is an ugly vertical streak down the page. I have to provide printed instructions to the 125 models who will walk the runway in the upcoming Settimana della moda (Milan Spring Fashion Week) in a few hours! HELP!!!!
Level 3 Tickets:
Choice 1:
Assignee: Open
Raised by: Bettina Müller, Fashion Design
Category: Computer Crashing
Priority: Med
Message:
My computer is totally frozen. All I see is an error message that says, “controller has failed.”
I have a short deadline to pitch for a new line of bags to be show at the Fashion Goods and Accessories Exposition in Osaka.
I tried rebooting my machine, but the problem comes back after a few minutes. I have an OptiPlex GX240.
Choice 2:
Assignee: Open
Raised by: Marci Wallace, Buyer, Tokyo Office
Category: Windows Update
Priority: High
Message:
When I turned on my PC at the office today, it started to boot, and then started doing a Windows 10 update. But it keeps trying to reboot and update. It is on the sixth try and still won’t boot up; it’s just the same Windows update install over and over. What should I do?
Follow-Up from Help Desk Associate Jen:
Windows update is not completing, sending Marci’s PC into an endless loop.
From my experience, there can be several underlying issues that may cause Windows Update to fail. You may need to try several different things to resolve the issue. I recommend consulting Microsoft’s knowledge base.
https://www.support.com/how-to/how-to-fix-a-windows-pc-that-keeps-rebooting-12992
Instruction
For this project, you will apply the CompTIA 6-Step Troubleshooting Process to explain how you would tackle Hudson Fisher Associates Help Desk Tickets. There are three groups of tickets, Level 1, Level 2, and Level 3. You will pick two tickets from each group.
As you prepare to analyze and hopefully solve these typical IT help desk tickets, keep in mind that for this course, it is more about the process and less about finding the “correct” answer. You may not always find an exact answer from the information given. The problems are structured to approximate what you will find in the workplace. Use a logical and repeatable process (e.g., the CompTIA 6-Step Troubleshooting Process) and eliminate the improbable as you work your way through each scenario.
CompTIA 6-Step Troubleshooting Process:
1. Identify the problem.
2. Establish a theory of probable cause.
3. Evaluate the theory to determine the actual cause.
4. Establish a plan of action to resolve the problem and implement the solution.
5. Verify full system functionality and if applicable implement preventative measures.
6. Document findings, actions, and outcomes.
Your deliverable for the project is an annotated PowerPoint Presentation covering the following:
• List of the six tickets you selected (two each from Level 1, Level 2, and Level 3)
• One to two slides for each ticket, in which you:
o State the problem.
o Describe the steps taken to troubleshoot/analyze the problem.
o Propose a brief resolution.
• One summary slide: What did you find challenging or interesting about one or two of the support cases (opinion-based)?
• One reference slide (two to six IEEE references). Include references for materials you consulted in TestOut or on the internet.
If you haven’t already done it last week, download the Support Queue Case Study Presentation Template to get started.
Delete the instructional text from the template before you submit.
When you are finished, click “add a file” to upload your work, then click the Submit button.
Like APA and MLA formats, IEEE format is a two-part system of in-text citations throughout the text and a full list of references at the end of a document.
In-Text Citations
In-text citations are shown as bracketed numbers and numbered in the order they are cited. The first cited reference is [1], the second cited reference is [2], etc.
Some examples of what in-text citations might look like:
“According to a recent report [13].”
“The seminal article on the framework was published in 1998 [5].”
“Li & Nie [2] theorized that…”
“As of 2020, there were more than one million registered product users [4].”
“The results of several metanalyses [9], [10], [11] indicate that….”
Reference List
The list of bibliographical entries at the back of the document is called “References” as in APA or MLA style, but its organization differs. Rather than list the entries alphabetically by author last name, IEEE lists them in order of their appearance throughout the text with a column of the bracketed citation numbers flush to the left margin.
Some basic examples of reference list entries are:
Type of Source Reference List Examples
Journal article
[1] H.S. Kim and L.L. Zilberti, “A self-routing multistage switching network for broadband,” IEEE J-SAC, vol. 8, no. 3, pp. 459–466, April 2019, doi: 10.1109/49.53021.
Website
[2] M. Rouse, “Software-defined Networking” SearchNetworking. Accessed Nov. 19, 2020. [Online]. Available: https://searchnetworking.techtarget.com/definition/SDN.
Book
[3] S.J. Russell and V.K. Chaudri, Introduction to Artificial Intelligence. Cambridge, MA, USA: MIT Press, 2017.
Digital Courseware
[4] TestOut Labsim. “TestOut Routing and Switching Pro,” Chapter 6, Section 6.2.5. TestOut, 2020 [Online]. Available: https://cdn.testout.com/client-v5-1-10-542/startlabsim.html. [Accessed: Jul. 5, 2020].
Note that these are just guidelines. For specific formatting information, consult the IEEE Editorial Style Manual, available as a PDF through the organization’s website or a citation resource such as the Purdue Online Writing Lab.
References
[1] S. Last, C. Neveu and M. Smith, Technical Writing Essentials: Introduction to Professional Communications in the Technical Fields. Victoria, British Columbia, Canada: Press Books. [Online]. Available: https://pressbooks.bccampus.ca/technicalwriting/ [Accessed: Sept. 16, 2020].
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