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Sample Case Study-Portfolio

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27 views7 pages

Sample Case Study-Portfolio

Uploaded by

dphillips
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Case Study 01

Introduction (S11, S2, S5, S6, B1, K2, K11, K4, K8) (All Assigned Criteria)
(Create as many questions as possible for each criterion and answer them in this
section of introduction)
What is remote/face to face support?
What is the difference between remote and face to-face support?
Which support is better than the other?
What is meant by appropriate tools?
Which tools are most used in the IT support role?
How can tools help find the fault and rectify the problem?
Why communication with all levels of stakeholders is important in the IT supports
role?
How can communication help keep everyone informed of the progress on the task
and maintain an effective working relationship?
What is Network Addressing?
Why we need network addressing?
What is IP address?
What is Mac address?
How is IP address converted into a binary number?
How is Mac address converted into a binary number?
What is technical documentation?
Why technical documentation is needed?
How technical documentation can help in the business output?
What is a physical network?
What are the components in the physical network?
How my company network looks like?
What is prioritising?
Why we need it in our work?
Does it help to improve the work efficiency?
1)Wi-fi issues(S11, S2, S5, S6, B1, K2, K11, K4, K8)

Situation
The manager of a client company called to inform that the site wi-fi was off. He
mentioned that their internet connection is normally really fast and now has issues.
Task
First of all, I will log the ticket on our system, then start checking if the router is online
or having a drop to determine if they have lost connectivity completely. After doing so
and depending on the result I will connect to their router to check if the APs (access
points) are online, in the case that the router or access points are offline then I’ll call
the customer back and check the cabling and reboot them. If I am still unable to
connect to the router then I will have to send an engineer to the site as there can be
issues with cabling or a faulty switch, router or APs.

Action
First step will be logging the ticket on our system to keep track of the SLA and also
to have a record that I can check in the future. As well as keeping everyone informed
how the Troubleshoot procedure is going and If needed, I can escalate the issue to
the relevant team/technical person. Also, ticket will inform the client that I am working
on his task. This ticket will surely help me develop a great working relationship with
my colleagues, if I go on a leave, then my colleagues can work on the same ticket
with proper knowledge from the ticket.

Figure 1-Ticket I created to Troubleshoot the Wi-Fi Issue for a client.


Figure 2-Ticket Section for the Sites

Then I go to the files where I can look at the information on the site’s routers, APs
and passwords.
Next thing I do is pinging to an IP address that is fours octet decimal number to
make sure that I use the appropriate tools and technique to find a fault and rectify it
later, both router IPs to see if there is a drop on their connection or complete loss of
internet and while the ping is running, I try to connect to the main router.
Once I have checked that the router ping is good, I start checking the APs pinging
them from the router.

One of the APs is not reachable through ping, so I proceed to call the customer to
check if it’s on, the customer confirmed that it was and as I was not able to reach it I
asked if he could do a hard reset. After the reset was done the ping is successful so
then I asked if he could try his Wi-fi again and he confirmed that is back to normal.

Last step is to add all the information and steps taken to resolve the issue on the
ticketing system, close the call.

Result
There was a successful outcome, customer provided good feedback and was happy
that the issue he had was resolved quickly as I kept the customer informed with a
continuous progress report on this ticket.
Reflection
All went according to plan and there was no need to further check-ups. I would carry
the same issue in the same way if I am faced with a similar task in the future.

Please make sure that you have answered all the questions mentioned in the below
snapshot of STARR approach.

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