IT & Customer Support Case Studies

Welcome to my portfolio of projects. Each case study below is a real / simulated scenarios that demonstrates my end-to-end process for tackling technical challenges, from initial user interaction to final resolution. These projects highlight not only my technical skills but also my commitment to providing clear communication and a positive customer experience.

Customer Support & Ticketing System Management With Zendesk

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Ticket Queue

To effectively manage these Tickets, I would :

Prioritize: I'll Start with the most urgent issues, such as delivery and shipping address changes, to ensure a good customer experience.
Reply: Address each ticket individually. I would provide clear and helpful responses to answer the customers' questions.
Use resources: Use the knowledge base or documentation i have to help you answer questions efficiently.
Close tickets: Once an issue is resolved, i'll be sure to close the ticket so it doesn't show up in my "Open tickets" queue.
Follow up: For the more complex questions, i may need to ask for more information.

FreshDesk Ticketing System

Customer Complaint

Steps to handle this complaint:

Arrange the replacement: I'll use the internal system to process a replacement order for the model AB1567.
Update the ticket: I'll leave a private note or an internal comment on the ticket to document that the replacement has been processed.
Confirm with the customer: Send a final public reply to Emma confirming that the replacement has been shipped and provide her with a tracking number if available.
Close the ticket: Once the replacement is confirmed and shipped, i can set the ticket status to "Solved" to close it out

Support Dashboard

Key Metrics and Insights

Chat Conversation Status: The donut chart shows the status of all chat conversations. It looks like the majority of conversations (1698) are Resolved, but there are still a significant number of Open (620) and Waiting on customer (40) conversations. The total number of chat conversations is 2885.
Chat Assignment Status: This section provides details on how chats are being handled:
- 201 conversations are Assigned.
- 40 conversations are Assigned and not replied to yet, which is a key metric to watch as it affects customer wait times.
- 1959 conversations are Unassigned. This number is very high and indicates a large backlog.
Chat SLA (Service Level Agreement): The dashboard shows how well the team is meeting its performance goals:
65% of conversations are First response SLA achieved. This means the team is responding to a majority of chats within the agreed-upon timeframe.
27% of conversations are Resolution time SLA achieved. This means less than half of the tickets are not being solved within the target time.

Network Troubleshooting

Initial Diagnosis

To begin troubleshooting, I first gathered essential information about the network configuration. I used the ipconfig /all command to verify that the computer was receiving a valid IP address and to identify the default gateway and DNS servers. This foundational step allowed me to confirm that the issue was not with the local network configuration and to plan the next steps of the diagnosis.

Pinpointing the Problem

After confirming the local network was configured correctly, the next step was to use the tracert command to trace the path of the connection. By analyzing the results, I was able to identify a significant increase in latency at a specific hop, which indicated the network slowdown was happening on the ISP's side. This evidence was crucial for guiding the client on their next steps and preventing them from spending time on unnecessary local fixes.

The Outcome

The client's video calls were restored to full quality, and they expressed significant relief. They were grateful for the clear, step-by-step guidance and for having a professional diagnose the issue, which saved them a lot of frustration. I successfully closed the ticket, knowing I had not only resolved a technical problem but also provided an excellent customer experience.

Software Installation

Pre-installation checklist

This step demonstrates foresight and preparation.

Check System Requirements: Verify that the hardware (processor, RAM, storage) and software (operating system version, drivers) meet the minimum requirements.
Backup Data: Advise users to back up important files to prevent data loss.
Close Unnecessary Programs: Explain that closing other applications can prevent conflicts and speed up the installation process.
Disable Antivirus (Temporarily): Note that disabling security software can prevent it from blocking the installer, but also add a strong safety warning to re-enable it immediately after installation.

Running the Installer

This is the core of the process.

Download the Official Software: Emphasize the importance of downloading from the official, trusted source to avoid malware.
Run as Administrator: Explain why right-clicking the installer and selecting "Run as administrator" is a crucial step for permissions.
Follow the Installation Wizard: Detail the common steps in a wizard:
- Welcome Screen: Acknowledge the start of the process.
- License Agreement: Advise users to read and accept the terms.
- Choose Installation Location: Explain how to select a custom installation path or use the default.
- Select Components: Show how to choose between a "Typical" or "Custom" installation, explaining what each option means.

Monitoring the Installation

This step shows user-focused communication.

Progress Bar: Explain the function of the progress bar as a visual indicator.
Troubleshooting: Provide common advice for a stuck installation, such as checking for disk space or running the installer again.

Post-installation Tasks

This shows a complete and professional approach to the project.

Launch the Software: Explain how to launch the application for the first time.
Configure Initial Settings: Guide the user through any first-run setup or account creation.
Install Updates: Advise on checking for and installing the latest software updates for security and new features.
Verify Functionality: Conclude by instructing the user to perform a quick check to ensure the software is working as expected.

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