Jensen IT Notes
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Documented support project

IT Support Ticket Lab

I started this repository to turn support cases into notes I can search and reuse instead of relying on memory.

Overview

Why I built it

Keep repeatable support cases in a searchable Markdown knowledge base with symptoms, checks, resolution, and follow-up notes.

Lab environment

The project is a Markdown knowledge base organized by printers, computers, networking, accounts, and classroom AV, with one ticket template used across the cases.

What I configured

Six tickets currently cover two printer error codes, an upside-down projector image, an Active Directory password reset, a laptop boot problem, and a classroom Wi-Fi DHCP issue.

Workflow

How the work is organized

  1. 1 Record the reported symptom and scope before changing anything
  2. 2 List checks in the order they were performed
  3. 3 Separate the confirmed cause from possible causes
  4. 4 Document the resolution, verification, and any follow-up still required

Troubleshooting

Problem encountered

The cases include an Epson projector left in the wrong projection mode, a ThinkPad with an incorrect BIOS date and time, and a laptop that connected to Wi-Fi but received no usable DHCP lease.

Checks, findings and fixes

Projector image upside down

Problem
An Epson EX9220 displayed the connected computer image upside down.
Check
Connect a second laptop over HDMI and check whether the orientation problem remains.
Finding
The same result with another source isolated the fault to the projector settings rather than the laptop.
Fix
Set the projector Projection option to the correct mode for the room.
Verification
The projected image returned to its normal orientation.

Classroom laptop connected without internet

Problem
One laptop joined the correct Wi-Fi but could not use online services while other devices worked.
Check
Confirm the scope with another laptop, then inspect the affected device with ipconfig.
Finding
The device had failed to obtain a usable DHCP lease and was in an APIPA condition.
Fix
Release and renew the Windows IP configuration.
Verification
The laptop received a valid IP address and internet access returned.

Resolution

I verified the projector with another HDMI source before changing its projection mode, corrected the ThinkPad BIOS clock and monitored for an RTC battery issue, and restored the laptop network connection with an IP release and renewal after checking other devices.

Verification

  • The projector image returned to the normal orientation with a second HDMI source also tested
  • The classroom laptop received a valid DHCP lease and regained internet access
  • The ticket notes distinguish confirmed root causes from suspected hardware causes
  • All cases use the same searchable Markdown folder structure and ticket fields

What I learned

Good notes separate what was observed from what was assumed. They also record unresolved hardware suspicions instead of presenting them as confirmed causes.

GitHub repository

The repository contains the complete ticket notes, symptoms, checks, resolutions, and follow-up documentation.

View the complete project on GitHub