Ticket-Based Troubleshooting Simulation Lab

Overview

Simulated a professional IT ticketing workflow by diagnosing and resolving 10 common user-reported issues, documenting each case with root cause analysis and resolution steps.

Skills Demonstrated
Network connectivity troubleshooting (Wi-Fi, VPN, mapped drives)
User account and password lifecycle management (expiration, RDP login flow)
Microsoft Outlook crash diagnostics (Safe Mode, add-in isolation)
Printer and Print Spooler troubleshooting (offline status, service restarts)
Group Policy auditing and correction (login scripts, RDP access issues)
Windows update recovery (sfc, DISM, manual .msu installs)
BitLocker recovery and platform integrity re-sealing
User-friendly ticket documentation and root cause summaries
Remote and on-premise support workflows
Simulated Tier 1 and Tier 2 help desk resolution paths
Tools Used
Windows Server (Active Directory Domain Services)
Windows 10
Command Line Tools (netsh, ipconfig, sfc, DISM, net use, gpresult)
Group Policy Management Console (gpmc.msc)
Device Manager
Event Viewer
Microsoft Update Catalog
BitLocker / Active Directory Key Recovery
Outlook Safe Mode / COM Add-ins
Remote Desktop Protocol (RDP)

Ticket 1: "Cannot Connect to Wi-Fi"

  • User: Sarah.M@company.com
  • Reported From: Floor 2, Sales Dept
  • Description: Laptop doesn’t connect to the “CorpNet” Wi-Fi, stuck on “Connecting…”

Troubleshooting:

  • Verified other devices could connect:
    • ✅ Confirms the Wi-Fi network itself is functional — issue isolated to user device.
  • Ran netsh wlan delete profile name="CorpNet":
    • ✅ Removes possibly corrupt saved Wi-Fi configuration.
  • Used ipconfig /release and ipconfig /renew:
    • ✅ Resets IP lease in case DHCP wasn’t working properly.
  • Checked wireless adapter in Device Manager:
    • ✅ Found outdated driver — a common cause of connection instability.

Resolution:

  • Updated wireless driver from manufacturer site
  • Reconnected to Wi-Fi successfully

Documentation:

User Sarah.M experienced Wi-Fi connection issue due to outdated NIC driver. Resolved by deleting old wireless profile and updating driver. Verified connectivity post-fix.

Ticket 2: "Password Expired - Can't Login Remotely"

Troubleshooting:

  • Checked AD to verify account status:
    • ✅ Ensures it’s not locked or disabled — just expired.
  • Checked password expiration policy:
    • ✅ Found 30-day max age policy.
  • VPN login doesn’t allow password reset:
    • ✅ Expected behavior in most corporate VPN setups unless password change over VPN is enabled.

Resolution:

  • Reset password temporarily in AD
  • Instructed user to log in via RDP to update password on-domain

Documentation:

Password expired for remote user John.C. Reset performed from Domain Controller. Advised user to log in via RDP for permanent password update.

Ticket 3: "Outlook Crashing on Startup"

Troubleshooting:

  • Ran Outlook in Safe Mode:
    • ✅ Bypasses add-ins; helpful for identifying add-in related crashes.
  • Disabled all COM add-ins:
    • ✅ Used process of elimination to find the problematic one.
  • Found CRM Outlook Add-in causing crash:
    • ✅ Common in cases where integration add-ins aren't updated.

Resolution:

  • Removed CRM Outlook Add-in
  • Outlook launched successfully in normal mode

Documentation:

Outlook crash resolved by disabling and removing CRM integration add-in. Verified stable launch afterward.

Ticket 4: "Shared Printer Offline"

Troubleshooting:

  • Confirmed printer still shared on server:
    • ✅ Verified \\lab-dc\HRPrinter path.
  • Pinged server:
    • ✅ Ensured it’s online and reachable.
  • Checked spooler service:
    • ✅ Found it stopped — explains why printer is offline for all users.

Resolution:

  • Restarted spooler service on server
  • Printer became available on client side

Documentation:

Shared printer offline due to Print Spooler service stopped on lab-dc. Restarted service and confirmed restored connectivity to HRPrinter.

Ticket 5: "Slow Startup for Finance Users"

  • Users: Finance Department

Troubleshooting:

  • Ran gpresult /r:
    • ✅ Identified that startup script was applied via GPO.
  • Found script SlowBootSim.bat:
    • ✅ Legacy testing script unintentionally still active.
  • Removed from GPO:
    • ✅ Prevents execution on every boot.

Resolution:

  • Removed startup script from GPO
  • Tested boot time: improved from 5+ mins to < 45 seconds

Documentation:

Finance machines experienced startup delays due to legacy script in GPO. Script removed and confirmed startup time back to baseline.

Ticket 6: "VPN Disconnecting Every 10 Minutes"

Troubleshooting:

  • Checked rasphone.log and Event Viewer:
    • ✅ Confirmed idle disconnects from NIC.
  • Verified NIC driver version:
    • ✅ Slightly outdated; could cause instability.
  • Checked Device Manager power settings:
    • ✅ NIC set to sleep after idle.

Resolution:

  • Disabled NIC power saving in Device Manager
  • Updated wireless adapter driver

Documentation:

VPN stability issue resolved by disabling NIC power saving features and updating drivers. User confirmed stable session post-fix.

Ticket 7: "Can't Access Shared Network Drive (Z:)"

Troubleshooting:

  • Verified Z: drive in File Explorer:
    • ❌ Showed “Unavailable”
  • Ran net use:
    • ✅ Confirmed mapping broken but still listed
  • Used net use z: /delete:
    • ✅ Cleanly removed bad mapping
  • Manually remapped the drive:
    • ✅ Ensures share is still valid and accessible

Resolution:

  • Recreated mapping
  • Added to user’s login script for persistence

Documentation:

Network drive mapping lost for user Ella.R. Manual remap performed and persistent mapping added via login script.

Ticket 8: "Windows Update Failing (KB5022282)"

  • Machine: WIN10-SEC-01
  • Update: Cumulative Security Patch

Troubleshooting:

  • Ran sfc /scannow:
    • ✅ To check for system file corruption.
  • Ran DISM /RestoreHealth:
    • ✅ Repairs update component store.
  • Cleared SoftwareDistribution:
    • ✅ Refreshes update cache.

Resolution:

  • Downloaded standalone .msu from Update Catalog
  • Installed update manually

Documentation:

Update KB5022282 failed via automatic update. System integrity repaired via SFC/DISM. Installed update manually after cache clear.

Ticket 9: "Can't RDP into Server"

  • Target Machine: WIN-SQL01

Troubleshooting:

  • Confirmed server reachable via ping:
    • ✅ Confirms no network or firewall block
  • Ran Test-NetConnection -ComputerName WIN-SQL01 -Port 3389:
    • ✅ Port open
  • Checked RDP settings via GPO:
    • ❌ Misapplied — not linked to SQL server OU

Resolution:

  • Linked GPO to correct OU (LabComputers)
  • Ran gpupdate /force on server
  • Verified RDP access restored

Documentation:

Remote Desktop access blocked due to misapplied GPO. Corrected OU linking and confirmed RDP accessibility.

Ticket 10: "BitLocker Prompt on Reboot"

Troubleshooting:

  • Verified BIOS boot order had changed (Secure Boot reset):
    • ✅ BitLocker triggers on boot config change
  • Located recovery key in Active Directory:
    • ✅ Recovery key was backed up properly

Resolution:

  • Used recovery key to unlock system
  • Suspended BitLocker, rebooted, then resumed encryption

Documentation:

BitLocker prompt triggered by BIOS config reset. Used AD-stored recovery key. Suspended and resumed BitLocker to re-seal platform integrity.