My Knowledge Base

My IT Support Toolkit

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Title: Foundations: System Specs

Problem:
I needed to identify my computer’s RAM, OS version, and storage type to understand how system specs affect troubleshooting.

Steps Taken:

• Opened system info panel
• Took a screenshot of RAM, OS version, and storage type
• Researched why each spec matters in support situations

Result:

• Learned that RAM impacts multitasking and freezing issues
• OS version determines compatibility and security updates
• Storage type (HDD vs SSD) impacts speed and failure rates

Plain-English Explanation:
Checking system specs is like looking under the hood of a car. If the engine is too small (low RAM), it struggles to run multiple things at once. If the car’s software is old (outdated OS), certain features won’t work. And if the hard drive is worn out, it’s like driving with bald tires — problems will show up sooner or later.

Reflection:
The basics matter. As an IT Support Specialist, you can’t troubleshoot effectively unless you know what the system is working with. This reminded me that the simplest checks can solve the biggest headaches.

Title: OS & Admin: User Accounts, Permissions, and Network Info

Problem:
Learn how to manage user accounts, set file permissions, and interpret network settings on an operating system.

Steps Taken:

• Created a new user account on my system
• Changed folder permissions and tested access with the new account
• Ran ipconfig (Windows) to review IP address, gateway, and DNS server
• Took screenshots of the results

Result:

• New user account created successfully
• Permission restrictions blocked access as expected
• Network values identified and documented

Plain-English Explanation:
A user account is like a set of keys — it decides which doors (files, settings, programs) someone can open. File permissions are the locks on those doors, making sure only the right people can get in. Network values (IP, gateway, DNS) are like your home address, your front door, and your local translator — without them, you’d be lost online.

Reflection:
Operating systems aren’t just about running apps; they’re about control, security, and connectivity. Practicing these tasks reminded me that IT support means protecting both people and systems from mistakes and misconfigurations.

Title: Networking: Diagram, Ping, Tracert, and Troubleshooting

Problem:
Learn how to map a home network, test connectivity, and respond to internet access issues.

Steps Taken:

• Drew my home network (ISP → Modem/Router → Devices)
• Ran ping google.com and documented the output
• Ran tracert google.com to view network hops
• Wrote a sample troubleshooting response to a “no internet” ticket

Result:

• Confirmed network flow from device → router → internet
• Verified connectivity using ping (no packet loss)
• Mapped connection path using tracert
• Practiced customer-facing troubleshooting

Plain-English Explanation:
A home network is like a chain of roads. The modem/router is the highway on-ramp, and each device is a car. Ping is like sending a test car down the road to see if it makes it safely. Tracert shows you every road and traffic light along the way. If one link breaks, the whole chain is affected.

Reflection:
Networking is where IT support lives and dies. Knowing how to visualize the network, test its health, and explain it to a non-technical user is essential. This exercise reminded me that confidence in troubleshooting comes from mastering the simple tools first.