apply the CompTIA 6-Step Troubleshooting Process
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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