Support Queue Case Study

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SupportQueueCaseStudyProject3Template.pptx
IEEE.pdf
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HudsonFisherAssociatesHelpDesk.pdf

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

IEEE.pdf

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:

9/23/26, 7:27 PM IEEE

https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/learning-topic-list/ieee.html?ou=1521698 1/4

"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 Sourc e 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.

Websit

[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.

9/23/26, 7:27 PM IEEE

https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/learning-topic-list/ieee.html?ou=1521698 2/4

Type of Sourc e Reference List Examples

Digital

Course

ware

[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

(https://journals.ieeeauthorcenter.ieee.org/your-role-in-article-

production/ieee-editorial-style-manual/) or a citation resource such as

the Purdue Online Writing Lab

(https://owl.purdue.edu/owl/research_and_citation/ieee_style/ieee_overvie

w.html) .

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/ [Access

ed: Sept. 16, 2020].

All links to external sites were verified at the time of publication. UMGC is not responsible for the

validity or integrity of information located at external sites.

9/23/26, 7:27 PM IEEE

https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/learning-topic-list/ieee.html?ou=1521698 3/4

https://journals.ieeeauthorcenter.ieee.org/your-role-in-article-production/ieee-editorial-style-manual/

https://owl.purdue.edu/owl/research_and_citation/ieee_style/ieee_overview.html

9/23/26, 7:27 PM IEEE

https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/learning-topic-list/ieee.html?ou=1521698 4/4

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

IEEE.pdf

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:

9/23/26, 7:27 PM IEEE

https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/learning-topic-list/ieee.html?ou=1521698 1/4

"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 Sourc e 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.

Websit

[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.

9/23/26, 7:27 PM IEEE

https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/learning-topic-list/ieee.html?ou=1521698 2/4

Type of Sourc e Reference List Examples

Digital

Course

ware

[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

(https://journals.ieeeauthorcenter.ieee.org/your-role-in-article-

production/ieee-editorial-style-manual/) or a citation resource such as

the Purdue Online Writing Lab

(https://owl.purdue.edu/owl/research_and_citation/ieee_style/ieee_overvie

w.html) .

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/ [Access

ed: Sept. 16, 2020].

All links to external sites were verified at the time of publication. UMGC is not responsible for the

validity or integrity of information located at external sites.

9/23/26, 7:27 PM IEEE

https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/learning-topic-list/ieee.html?ou=1521698 3/4

https://journals.ieeeauthorcenter.ieee.org/your-role-in-article-production/ieee-editorial-style-manual/

https://owl.purdue.edu/owl/research_and_citation/ieee_style/ieee_overview.html

9/23/26, 7:27 PM IEEE

https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/learning-topic-list/ieee.html?ou=1521698 4/4

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

IEEE.pdf

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:

9/23/26, 7:27 PM IEEE

https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/learning-topic-list/ieee.html?ou=1521698 1/4

"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 Sourc e 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.

Websit

[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.

9/23/26, 7:27 PM IEEE

https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/learning-topic-list/ieee.html?ou=1521698 2/4

Type of Sourc e Reference List Examples

Digital

Course

ware

[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

(https://journals.ieeeauthorcenter.ieee.org/your-role-in-article-

production/ieee-editorial-style-manual/) or a citation resource such as

the Purdue Online Writing Lab

(https://owl.purdue.edu/owl/research_and_citation/ieee_style/ieee_overvie

w.html) .

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/ [Access

ed: Sept. 16, 2020].

All links to external sites were verified at the time of publication. UMGC is not responsible for the

validity or integrity of information located at external sites.

9/23/26, 7:27 PM IEEE

https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/learning-topic-list/ieee.html?ou=1521698 3/4

https://journals.ieeeauthorcenter.ieee.org/your-role-in-article-production/ieee-editorial-style-manual/

https://owl.purdue.edu/owl/research_and_citation/ieee_style/ieee_overview.html

9/23/26, 7:27 PM IEEE

https://leocontent.umgc.edu/content/umuc/tus/cmit/cmit202/2268/learning-topic-list/ieee.html?ou=1521698 4/4

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