IT Support Ticket Lab

Table of Contents

• Overview
• Objectives
• Project Purpose
• Tools Used
• Repository Structure
• Knowledge Base Categories

Overview

This repository is based on real-life IT troubleshooting and maintenance cases encountered in my workplace. Since there is no formal ticketing system in place, I use Spiceworks to document issues, troubleshooting steps, and resolutions. I then convert selected cases into GitHub documentation for two purposes: to build a personal knowledge base for recurring issues, and to showcase my real-world IT support experience in a portfolio format.

All cases do not include company-specific or sensitive information.

Objectives

• Document real-world IT support incidents
• Practice troubleshooting and root cause analysis
• Build a reusable personal knowledge base for recurring issues
• Demonstrate helpdesk-style documentation and support workflow
• Showcase practical IT support experience through a portfolio project

Project Purpose

The purpose of this project is to simulate a simple IT support ticketing and documentation workflow using GitHub.

Each issue or case is recorded with:

• A summary of the problem
• Symptoms observed
• Troubleshooting steps performed
• Resolution provided
• Root cause
• Preventive notes for future reference

This helps improve documentation habits, reinforces troubleshooting methodology, and creates a searchable knowledge base for common IT problems.

Tools Used

• GitHub
• Spiceworks
• Windows troubleshooting tools

Repository Structure

it-support-ticket-lab/
├── README.md
├── knowledge-base/
│   ├── printers/
│   │   └── README.md
│   ├── computers/
│   │   └── README.md
│   ├── network/
│   │   └── README.md
│   ├── accounts/
│   │   └── README.md
│   └── av/
│       └── README.md
└── templates/
    └── ticket-template.md

Knowledge Base Categories

• Printers
• Computers
• Network
• Accounts
• AV