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SupportQueueCaseStudyProject3Template.pptx
Project3instructions.docx

SupportQueueCaseStudyProject3Template.pptx

Support Queue Case Study

Instructions:

Select two tickets from each level and explain how you would solve them.

Name:

Level 1 Tickets

Instructions:

Select two of the five scenarios to troubleshoot.

One template has been created for each of the two tickets you need to choose.

Make one to two slides for each scenario for the solution(s) you researched.

Add audio explaining the steps you took, including your recommended solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Level 2 Tickets

Instructions:

Select two of the five scenarios to troubleshoot.

One template has been created for each of the two tickets you need to choose.

Make one to two slides for each scenario for the solution(s) you researched.

Add audio explaining the steps you took, including your recommended solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Level 3 Tickets

Instructions:

Select two of the five scenarios to troubleshoot.

One template has been created for each of the two tickets you need to choose.

Make one to two slides for each scenario for the solution(s) you researched.

Add audio explaining the steps you took, including your recommended solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Summary

What did you find challenging or interesting about one or two of the support cases?

References

List references

image1.png

Project3instructions.docx

Project 3: Support Queue Case Study

Hide Assignment Information

Instructions

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.

How Will My Work Be Evaluated?

As you progress in your information technology and cybersecurity career, you may find yourself making presentations to customers, client audiences, and management. For this assignment, you should articulate your findings from the six support cases.

But the challenge you face is in expressing a technical solution to a nontechnical audience. Avoid jargon and acronyms. Find a way to relay your solution (and challenges) in language that your audience will find easily relatable.

Communicating in this manner will not always be easy. You may struggle to find the right analogy or metaphor. But if you can master the skill of summarizing your results and recommendations to management in an effective presentation, you will demonstrate how you use your technical knowledge to convey your ideas to others in a professional setting. You will also earn the respect and trust of your peers, your supervisor, and upper management as an effective communicator. You will be viewed as an employee ready for advancement.

The following evaluation criteria aligned to the competencies will be used to grade your assignment:

· 1.1.1: Articulate the main idea and purpose of a communication.

· 1.1.3: Present ideas in a clear, logical order appropriate to the task.

· 1.3.3: Integrate appropriate credible sources to illustrate and validate ideas.

· 2.1.1: Identify the issue or problem under consideration.

· 2.3.1: State conclusions or solutions clearly and precisely.

· 12.7.2: Explain the process of analyzing IT incidents.

· 13.1.1: Create documentation appropriate to the stakeholder.

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:

· State the problem.

· Describe the steps taken to troubleshoot/analyze the problem.

· 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.

1) Hudson Fisher Associates Help Desk Tickets.

Hudson Fisher Associates Help Desk

Level 1 Tickets: (choose two)

· Instructions

· Ticket 1001 Subject: My Printer Ink Is Smearing!

· Ticket 1002 Subject: Mouse not Working

· Ticket 1003 Subject: Black Computer Screen

· Ticket 1004 Subject: Network Connectivity Issues

· Ticket 1005 Subject: Google Is Missing

Click the ticket numbers on the left to review the tickets in the queue. For your project, apply the CompTIA 6-Step Troubleshooting Process to two of these Level 1 tickets.

Level 2 Tickets: (choose two)

· Instructions

· Ticket 2001 Subject: Computer Is Slow

· Ticket 2002 Subject: Dell Machine Making Clicking Sounds, not Connecting to Windows Desktop

· Ticket 2003 Subject: Printer Leaving Streaks on Page

· Ticket 2004 Subject: Adobe Illustrator Throwing Errors

· Ticket 2005 Subject: Can't Connect to Online Shared Drive

Click the ticket numbers on the left to review the tickets in the queue. For your project, apply the CompTIA 6-Step Troubleshooting Process to two of these Level 2 tickets.

back to tab

Level 3 Tickets: (choose two)

· Instructions

· Ticket 3001 Subject: No Internet Connection

· Ticket 3002 Subject: Blue Sad Face?

· Ticket 3003 Subject: Frozen Computer

· Ticket 3004 Subject: Computer Is Slow

· Ticket 3005 Subject: Restart/Update Loop

Click the ticket numbers on the left to review the tickets in the queue. For your project, apply the CompTIA 6-Step Troubleshooting Process to two of these Level 2 tickets.

Learning Topic

IEEE

The Institute of Electrical and Electronics Engineers (IEEE) Style is a system for referencing sources that you have quoted, paraphrased, or summarized in your writing.

IEEE (pronounced “I-triple-E") style is widely used within branches of engineering, computer science, and cyber disciplines.

Citing and documenting your sources, whether quoted, paraphrased or summarized, is an important part of your research and writing. It strengthens the credibility of your work by demonstrating that you have done quality research and giving credit to the original author for his or her ideas [1].

Citing and Documenting Sources

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].

Project3instructions.docx

Project 3: Support Queue Case Study

Hide Assignment Information

Instructions

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.

How Will My Work Be Evaluated?

The following evaluation criteria aligned to the competencies will be used to grade your assignment:

· 1.1.1: Articulate the main idea and purpose of a communication.

· 1.1.3: Present ideas in a clear, logical order appropriate to the task.

· 1.3.3: Integrate appropriate credible sources to illustrate and validate ideas.

· 2.1.1: Identify the issue or problem under consideration.

· 2.3.1: State conclusions or solutions clearly and precisely.

· 12.7.2: Explain the process of analyzing IT incidents.

· 13.1.1: Create documentation appropriate to the stakeholder.

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:

· State the problem.

· Describe the steps taken to troubleshoot/analyze the problem.

· 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.

1) Hudson Fisher Associates Help Desk Tickets.

Hudson Fisher Associates Help Desk

Level 1 Tickets: (choose two)

· Instructions

· Ticket 1001 Subject: My Printer Ink Is Smearing!

· Ticket 1002 Subject: Mouse not Working

· Ticket 1003 Subject: Black Computer Screen

· Ticket 1004 Subject: Network Connectivity Issues

· Ticket 1005 Subject: Google Is Missing

Click the ticket numbers on the left to review the tickets in the queue. For your project, apply the CompTIA 6-Step Troubleshooting Process to two of these Level 1 tickets.

Level 2 Tickets: (choose two)

· Instructions

· Ticket 2001 Subject: Computer Is Slow

· Ticket 2002 Subject: Dell Machine Making Clicking Sounds, not Connecting to Windows Desktop

· Ticket 2003 Subject: Printer Leaving Streaks on Page

· Ticket 2004 Subject: Adobe Illustrator Throwing Errors

· Ticket 2005 Subject: Can't Connect to Online Shared Drive

Click the ticket numbers on the left to review the tickets in the queue. For your project, apply the CompTIA 6-Step Troubleshooting Process to two of these Level 2 tickets.

back to tab

Level 3 Tickets: (choose two)

· Instructions

· Ticket 3001 Subject: No Internet Connection

· Ticket 3002 Subject: Blue Sad Face?

· Ticket 3003 Subject: Frozen Computer

· Ticket 3004 Subject: Computer Is Slow

· Ticket 3005 Subject: Restart/Update Loop

Click the ticket numbers on the left to review the tickets in the queue. For your project, apply the CompTIA 6-Step Troubleshooting Process to two of these Level 2 tickets.

Learning Topic

IEEE

The Institute of Electrical and Electronics Engineers (IEEE) Style is a system for referencing sources that you have quoted, paraphrased, or summarized in your writing.

IEEE (pronounced “I-triple-E") style is widely used within branches of engineering, computer science, and cyber disciplines.

Citing and Documenting Sources

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

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].

References

SupportQueueCaseStudyProject3Template.pptx

Support Queue Case Study

Instructions:

Select two tickets from each level and explain how you would solve them.

Name:

Level 1 Tickets

Instructions:

Select two of the five scenarios to troubleshoot.

One template has been created for each of the two tickets you need to choose.

Make one to two slides for each scenario for the solution(s) you researched.

Add audio explaining the steps you took, including your recommended solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Level 2 Tickets

Instructions:

Select two of the five scenarios to troubleshoot.

One template has been created for each of the two tickets you need to choose.

Make one to two slides for each scenario for the solution(s) you researched.

Add audio explaining the steps you took, including your recommended solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Level 3 Tickets

Instructions:

Select two of the five scenarios to troubleshoot.

One template has been created for each of the two tickets you need to choose.

Make one to two slides for each scenario for the solution(s) you researched.

Add audio explaining the steps you took, including your recommended solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Summary

What did you find challenging or interesting about one or two of the support cases?

References

List references

image1.png

Project3instructions.docx

Project 3: Support Queue Case Study

Hide Assignment Information

Instructions

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.

How Will My Work Be Evaluated?

The following evaluation criteria aligned to the competencies will be used to grade your assignment:

· 1.1.1: Articulate the main idea and purpose of a communication.

· 1.1.3: Present ideas in a clear, logical order appropriate to the task.

· 1.3.3: Integrate appropriate credible sources to illustrate and validate ideas.

· 2.1.1: Identify the issue or problem under consideration.

· 2.3.1: State conclusions or solutions clearly and precisely.

· 12.7.2: Explain the process of analyzing IT incidents.

· 13.1.1: Create documentation appropriate to the stakeholder.

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:

· State the problem.

· Describe the steps taken to troubleshoot/analyze the problem.

· 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.

1) Hudson Fisher Associates Help Desk Tickets.

Hudson Fisher Associates Help Desk

Level 1 Tickets: (choose two)

· Instructions

· Ticket 1001 Subject: My Printer Ink Is Smearing!

· Ticket 1002 Subject: Mouse not Working

· Ticket 1003 Subject: Black Computer Screen

· Ticket 1004 Subject: Network Connectivity Issues

· Ticket 1005 Subject: Google Is Missing

Click the ticket numbers on the left to review the tickets in the queue. For your project, apply the CompTIA 6-Step Troubleshooting Process to two of these Level 1 tickets.

Level 2 Tickets: (choose two)

· Instructions

· Ticket 2001 Subject: Computer Is Slow

· Ticket 2002 Subject: Dell Machine Making Clicking Sounds, not Connecting to Windows Desktop

· Ticket 2003 Subject: Printer Leaving Streaks on Page

· Ticket 2004 Subject: Adobe Illustrator Throwing Errors

· Ticket 2005 Subject: Can't Connect to Online Shared Drive

Click the ticket numbers on the left to review the tickets in the queue. For your project, apply the CompTIA 6-Step Troubleshooting Process to two of these Level 2 tickets.

back to tab

Level 3 Tickets: (choose two)

· Instructions

· Ticket 3001 Subject: No Internet Connection

· Ticket 3002 Subject: Blue Sad Face?

· Ticket 3003 Subject: Frozen Computer

· Ticket 3004 Subject: Computer Is Slow

· Ticket 3005 Subject: Restart/Update Loop

Click the ticket numbers on the left to review the tickets in the queue. For your project, apply the CompTIA 6-Step Troubleshooting Process to two of these Level 2 tickets.

Learning Topic

IEEE

The Institute of Electrical and Electronics Engineers (IEEE) Style is a system for referencing sources that you have quoted, paraphrased, or summarized in your writing.

IEEE (pronounced “I-triple-E") style is widely used within branches of engineering, computer science, and cyber disciplines.

Citing and Documenting Sources

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

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].

References

SupportQueueCaseStudyProject3Template.pptx

Support Queue Case Study

Instructions:

Select two tickets from each level and explain how you would solve them.

Name:

Level 1 Tickets

Instructions:

Select two of the five scenarios to troubleshoot.

One template has been created for each of the two tickets you need to choose.

Make one to two slides for each scenario for the solution(s) you researched.

Add audio explaining the steps you took, including your recommended solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Level 2 Tickets

Instructions:

Select two of the five scenarios to troubleshoot.

One template has been created for each of the two tickets you need to choose.

Make one to two slides for each scenario for the solution(s) you researched.

Add audio explaining the steps you took, including your recommended solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Level 3 Tickets

Instructions:

Select two of the five scenarios to troubleshoot.

One template has been created for each of the two tickets you need to choose.

Make one to two slides for each scenario for the solution(s) you researched.

Add audio explaining the steps you took, including your recommended solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Ticket Number: xxx Scenario: xxx

Identify the problem.

Establish a theory of probable cause.

Evaluate the theory to determine the actual cause.

Establish a plan of action to resolve the problem and implement the solution.

Summary

What did you find challenging or interesting about one or two of the support cases?

References

List references

image1.png

Project3instructions.docx

Project 3: Support Queue Case Study

Hide Assignment Information

Instructions

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.

How Will My Work Be Evaluated?

The following evaluation criteria aligned to the competencies will be used to grade your assignment:

· 1.1.1: Articulate the main idea and purpose of a communication.

· 1.1.3: Present ideas in a clear, logical order appropriate to the task.

· 1.3.3: Integrate appropriate credible sources to illustrate and validate ideas.

· 2.1.1: Identify the issue or problem under consideration.

· 2.3.1: State conclusions or solutions clearly and precisely.

· 12.7.2: Explain the process of analyzing IT incidents.

· 13.1.1: Create documentation appropriate to the stakeholder.

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:

· State the problem.

· Describe the steps taken to troubleshoot/analyze the problem.

· 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.

1) Hudson Fisher Associates Help Desk Tickets.

Hudson Fisher Associates Help Desk

Level 1 Tickets: (choose two)

· Instructions

· Ticket 1001 Subject: My Printer Ink Is Smearing!

· Ticket 1002 Subject: Mouse not Working

· Ticket 1003 Subject: Black Computer Screen

· Ticket 1004 Subject: Network Connectivity Issues

· Ticket 1005 Subject: Google Is Missing

Click the ticket numbers on the left to review the tickets in the queue. For your project, apply the CompTIA 6-Step Troubleshooting Process to two of these Level 1 tickets.

Level 2 Tickets: (choose two)

· Instructions

· Ticket 2001 Subject: Computer Is Slow

· Ticket 2002 Subject: Dell Machine Making Clicking Sounds, not Connecting to Windows Desktop

· Ticket 2003 Subject: Printer Leaving Streaks on Page

· Ticket 2004 Subject: Adobe Illustrator Throwing Errors

· Ticket 2005 Subject: Can't Connect to Online Shared Drive

Click the ticket numbers on the left to review the tickets in the queue. For your project, apply the CompTIA 6-Step Troubleshooting Process to two of these Level 2 tickets.

back to tab

Level 3 Tickets: (choose two)

· Instructions

· Ticket 3001 Subject: No Internet Connection

· Ticket 3002 Subject: Blue Sad Face?

· Ticket 3003 Subject: Frozen Computer

· Ticket 3004 Subject: Computer Is Slow

· Ticket 3005 Subject: Restart/Update Loop

Click the ticket numbers on the left to review the tickets in the queue. For your project, apply the CompTIA 6-Step Troubleshooting Process to two of these Level 2 tickets.

Learning Topic

IEEE

The Institute of Electrical and Electronics Engineers (IEEE) Style is a system for referencing sources that you have quoted, paraphrased, or summarized in your writing.

IEEE (pronounced “I-triple-E") style is widely used within branches of engineering, computer science, and cyber disciplines.

Citing and Documenting Sources

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

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].

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project 3:

SupportQueueCaseStudyProject3Template.pptx

Project3instructions.docx

SupportQueueCaseStudyProject3Template.pptx

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Project3instructions.docx

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Project3instructions.docx

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SupportQueueCaseStudyProject3Template.pptx

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Project3instructions.docx

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SupportQueueCaseStudyProject3Template.pptx

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Project3instructions.docx

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CMIT Project 3: Support Queue Case Study

Project 3

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Support Queue Case Study