Case Study on the Support Queue

Case Study on the Support Queue

Order ID	53563633773
Type	Essay
Writer Level	Masters
Style	APA
Sources/References	4
Perfect Number of Pages to Order	5-10 Pages

Description/Paper Instructions

 

Case Study on the Support Queue

Instructions

You will use the CompTIA 6-Step Troubleshooting Process to demonstrate how you would handle Hudson Fisher Associates Help Desk Tickets for this project. Level 1, Level 2, and Level 3 tickets are divided into three categories. Each group will have two tickets available for you to choose from.

Keep in mind that this course is more about the process than finding the “correct” answer as you prepare to analyze and hopefully solve these common IT help desk tickets. The information provided may not always provide an exact answer. The problems are set up in a way that is similar to what you’ll find in the workplace. As you work your way through each scenario, use a logical and repeatable process (e.g., the CompTIA 6-Step Troubleshooting Process) to eliminate the improbable.

The CompTIA Troubleshooting Process is divided into six steps.

Determine the issue.
Create a plausible cause theory.
Examine the theory to discover the true cause.
Create a strategy for resolving the issue and putting it into action.
Verify the entire system’s functionality and, if necessary, take preventative measures.
Keep track of your findings, actions, and outcomes.
What Criteria Will Be Used to Evaluate My Work?

You may find yourself giving presentations to customers, client audiences, and management as your information technology and cybersecurity career progresses. You must present your findings from the six support cases in this assignment.

However, communicating a technical solution to a nontechnical audience is a challenge. Avoid acronyms and jargon. Find a way to communicate your solution (and challenges) in terms that your audience will understand.

It will not always be easy to communicate in this manner. You might have trouble coming up with the right analogy or metaphor. However, mastering the skill of effectively summarizing your results and making recommendations to management will demonstrate how you use your technical knowledge to communicate your ideas to others in a professional setting. As an effective communicator, you will gain the respect and trust of your peers, supervisor, and upper management. You will be seen as an employee who is eager to advance.

Your assignment will be graded using the following evaluation criteria that are aligned with the competencies:

1.1.1: Clearly express the communication’s main idea and purpose.
1.1.3: Present ideas in a logical, clear order that is relevant to the task.
1.3.3: Use appropriate credible sources to support and validate your ideas.
2.1.1: Identify the issue or problem that needs to be addressed.
2.3.1: Clearly and precisely state conclusions or solutions.
12.7.2: Describe the steps involved in analyzing IT incidents.
Create documentation that is relevant to the stakeholder.
The project’s deliverable is an annotated PowerPoint presentation that covers the following topics:

The six tickets you chose are listed below (two each from Level 1, Level 2, and Level 3)
For each ticket, create one to two slides in which you:
Identify the issue.
Describe the steps you took to troubleshoot and analyze the issue.
Make a quick resolution.
One slide that summarizes everything: What about one or two of the support cases (opinion-based) did you find challenging or interesting?
There is only one reference slide (two to six IEEE references). Include citations for any materials you used in TestOut or found on the internet.
Download the Support Queue Case Study Presentation Template to get started if you haven’t already done so.

Before submitting, remove the instructional text from the template.

When you’re finished, click “add a file” to upload your work, then “submit” to finish.

The deadline is July 6, 2021 at 11:59 p.m.

 

RUBRIC QUALITY OF RESPONSE NO RESPONSE POOR / UNSATISFACTORY SATISFACTORY GOOD EXCELLENT Content (worth a maximum of 50% of the total points) Zero points:  Student failed to submit the final paper. 20 points out of 50:  The essay illustrates poor understanding of the relevant material by failing to address or incorrectly addressing the relevant content; failing to identify or inaccurately explaining/defining key concepts/ideas; ignoring or incorrectly explaining key points/claims and the reasoning behind them; and/or incorrectly or inappropriately using terminology; and elements of the response are lacking. 30 points out of 50:  The essay illustrates a rudimentary understanding of the relevant material by mentioning but not full explaining the relevant content; identifying some of the key concepts/ideas though failing to fully or accurately explain many of them; using terminology, though sometimes inaccurately or inappropriately; and/or incorporating some key claims/points but failing to explain the reasoning behind them or doing so inaccurately.  Elements of the required response may also be lacking. 40 points out of 50:  The essay illustrates solid understanding of the relevant material by correctly addressing most of the relevant content; identifying and explaining most of the key concepts/ideas; using correct terminology; explaining the reasoning behind most of the key points/claims; and/or where necessary or useful, substantiating some points with accurate examples.  The answer is complete. 50 points:  The essay illustrates exemplary understanding of the relevant material by thoroughly and correctly addressing the relevant content; identifying and explaining all of the key concepts/ideas; using correct terminology explaining the reasoning behind key points/claims and substantiating, as necessary/useful, points with several accurate and illuminating examples.  No aspects of the required answer are missing. Use of Sources (worth a maximum of 20% of the total points). Zero points:  Student failed to include citations and/or references. Or the student failed to submit a final paper. 5 out 20 points:  Sources are seldom cited to support statements and/or format of citations are not recognizable as APA 6th Edition format. There are major errors in the formation of the references and citations. And/or there is a major reliance on highly questionable. The Student fails to provide an adequate synthesis of research collected for the paper. 10 out 20 points:  References to scholarly sources are occasionally given; many statements seem unsubstantiated.  Frequent errors in APA 6th Edition format, leaving the reader confused about the source of the information. There are significant errors of the formation in the references and citations. And/or there is a significant use of highly questionable sources. 15 out 20 points:  Credible Scholarly sources are used effectively support claims and are, for the most part, clear and fairly represented.  APA 6th Edition is used with only a few minor errors.  There are minor errors in reference and/or citations. And/or there is some use of questionable sources. 20 points:  Credible scholarly sources are used to give compelling evidence to support claims and are clearly and fairly represented.  APA 6th Edition format is used accurately and consistently. The student uses above the maximum required references in the development of the assignment. Grammar (worth maximum of 20% of total points) Zero points:  Student failed to submit the final paper. 5 points out of 20:  The paper does not communicate ideas/points clearly due to inappropriate use of terminology and vague language; thoughts and sentences are disjointed or incomprehensible; organization lacking; and/or numerous grammatical, spelling/punctuation errors  10 points out 20:  The paper is often unclear and difficult to follow due to some inappropriate terminology and/or vague language; ideas may be fragmented, wandering and/or repetitive; poor organization; and/or some grammatical, spelling, punctuation errors 15 points out of 20:  The paper is mostly clear as a result of appropriate use of terminology and minimal vagueness; no tangents and no repetition; fairly good organization; almost perfect grammar, spelling, punctuation, and word usage. 20 points:  The paper is clear, concise, and a pleasure to read as a result of appropriate and precise use of terminology; total coherence of thoughts and presentation and logical organization; and the essay is error free. Structure of the Paper (worth 10% of total points) Zero points:  Student failed to submit the final paper. 3 points out of 10: Student needs to develop better formatting skills. The paper omits significant structural elements required for and APA 6th edition paper. Formatting of the paper has major flaws. The paper does not conform to APA 6th edition requirements whatsoever. 5 points out of 10: Appearance of final paper demonstrates the student’s limited ability to format the paper. There are significant errors in formatting and/or the total omission of major components of an APA 6th edition paper. They can include the omission of the cover page, abstract, and page numbers. Additionally the page has major formatting issues with spacing or paragraph formation. Font size might not conform to size requirements.  The student also significantly writes too large or too short of and paper 7 points out of 10: Research paper presents an above-average use of formatting skills. The paper has slight errors within the paper. This can include small errors or omissions with the cover page, abstract, page number, and headers. There could be also slight formatting issues with the document spacing or the font Additionally the paper might slightly exceed or undershoot the specific number of required written pages for the assignment. 10 points: Student provides a high-caliber, formatted paper. This includes an APA 6th edition cover page, abstract, page number, headers and is double spaced in 12’ Times Roman Font. Additionally, the paper conforms to the specific number of required written pages and neither goes over or under the specified length of the paper.
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