Support Queue Case Study

[Audio] Good morning everyone. Today, I'll be presenting a case study on Support Queue Tickets 1002, 1004 and 2001, providing solutions to computer problems. I'll be exploring various troubleshooting methods to resolve the issues and hopefully, you'll gain an insight into the process of troubleshooting. Let's get started..

Level 1 Tickets.

[Audio] Ms. Barno's case demonstrates the reliability of a support queue. Her report stated that her mouse was malfunctioning and a systematic approach was taken to locate the source of the issue. Tests were conducted with a series of steps, from confirming the USB port to updating the device driver, in order to recognize the problem and resolve it in a fast and efficient manner..

[Audio] We must assess the causes such as a disconnected or bad cable, internet outage, IP address configuration or router issues to identify the network connectivity issue of Oneal Barno in this case study. Restarting the computer and checking the connection is likely to be the solution as the problem is isolated to this PC. If this doesn't work, verifying the network cable is fully plugged in should be tried. If that doesn't work, replacing the cable is an option..

Level 2 Tickets.

[Audio] Oneal Barno identified the problem that was causing Ms. Diaz's slow running computer. He established a theory and evaluated it to determine the cause. After that, he developed a plan of action to resolve the problem and implemented the solution. As a result, Ms. Diaz was able to improve the speed of her computer and better manage multitasking..

[Audio] Oneal Barno encountered an issue with his printer leaving streaks on every page. To identify the source of the problem, we conducted an evaluation. We established that the most likely cause was low ink or toner, or a dirty or damaged cartridge nozzle. The printer was indicating low ink on the display, so we put in place a solution that required replacing the ink cartridges, restarting the printer, and printing a test page to verify the only issue. We were successful in resolving the issue and the printer is now back in working order..

Level 3 Tickets.

[Audio] Ms. Silva and her colleague were unable to connect to the internet. After some evaluation, it was found that the PC's were not obtaining DHCP addresses and the default gateway in the IP settings was not entered when the wireless router was set up. To solve this problem, remote access was used to enter the default gateway into the PC's IP settings. The PC's were then restarted and the internet connection was tested. Our troubleshooting allowed us to successfully repair the internet connection issue for Ms. Silva and her colleague..

[Audio] Examining Oneal Barno's support queue case, a critical process died leading us to believe the most recent system update could be the cause. Restoring Windows to the previous version should be done first to see if it resolves the issue. If not, reinstalling the update and testing it is suggested. Additionally, Mr. Luiz should consider using a different computer if he does not have time to wait for the repair..

[Audio] Oneal Barno's experience was varied and challenging on this case study. As an experienced IT professional, he had to do research when he faced an issue he had never seen before. His experience highlighted the importance of research for technical problem-solving, even for the most experienced technicians. This project emphasized to Oneal that the IT world is continually evolving, and remaining up to date on the newest technologies is essential in order to stay ahead of the curve..

[Audio] Concluding this Support Queue Case Study, let us review the references for Oneal Barno's issue. Dell's product support page, Nerds On Site's troubleshooting blog, and Software Testing Help's comprehensive solutions guide, all aided Oneal in recognizing and addressing their difficulty. This case study displays how beneficial the fitting references can be in sorting out intricate issues. I trust this presentation was useful and thank you for paying attention..