Labs & Projects
SOA Enterprises IT Helpdesk & Incident Management Lab
Overview
Simulated a Tier 1 IT Helpdesk environment supporting 20+ users across Active Directory, Windows, Networking and Microsoft 365 using Jira Service Management. This project simulated a real-world IT support environment where effective incident management, troubleshooting and escalation procedures were essential to maintaining service availability and minimising user downtime. The project demonstrates the practical skills required to support users and restore business operations efficiently.
Key Achievements
- Resolved 15 incidents across Active Directory, Windows, Networking and Microsoft 365 environments using structured troubleshooting methodologies.
- Provided Tier 1 support for 20+ simulated users while maintaining ticket documentation, status updates and resolution records.
- Applied SLA-based prioritisation procedures to manage incidents according to business impact and urgency.
- Performed root cause analysis to identify, document and resolve recurring technical issues.
- Escalated a simulated P1 Microsoft Teams outage following incident management and escalation procedures.
Skills Demonstrated
- Incident Management
- Troubleshooting
- Active Directory Administration
- Microsoft 365 Administration
- User Support
- Technical Documentation
Technologies
- Jira Service Management
- Active Directory
- Microsoft 365
- Windows 11
- DNS
- Microsoft Teams
- OneDrive
- Outlook
Microsoft 365 – Helpdesk Administration & User Support Lab
Overview
Configured and administered Microsoft 365 services to simulate cloud-based user management and productivity support operations. Microsoft 365 services support communication, collaboration and productivity across modern organisations. Effective administration ensures users can securely access email, files and collaboration tools while minimising disruptions to business operations.
Key Achievements
- Provisioned Microsoft 365 user accounts and assigned licences to enable access to cloud services.
- Configured Exchange Online, Teams and OneDrive services to support user productivity and collaboration.
- Managed authentication settings and MFA configurations to improve account security.
- Performed common administrative tasks including password resets, licence management and user lifecycle administration.
- Monitored service availability and investigated issues using Microsoft 365 administrative tools.
Skills Demonstrated
- Microsoft 365 Administration
- User Provisioning
- License Management
- Cloud Administration
- Identity Management
Technologies
- Microsoft 365 Admin Center
- Exchange Online
- Microsoft Teams
- OneDrive
- Entra ID
Active Directory – Creating and Managing User Accounts, Passwords and Group Policies
Overview
Built and administered an Active Directory environment using Windows Server to simulate common user and account management tasks performed by IT Support technicians. Active Directory is a critical component of enterprise IT environments, providing centralised user, group and access management. Effective administration helps organisations maintain security, streamline user management and ensure employees have appropriate access to business resources.
Key Achievements
- Configured and administered an Active Directory domain environment to simulate enterprise identity management operations.
- Provisioned and managed user accounts, organisational units and security groups.
- Restored user access through password reset and account unlock procedures.
- Implemented access controls using group memberships and Active Directory permissions.
- Performed account administration tasks commonly associated with Tier 1 and Tier 2 IT Support roles.
Skills Demonstrated
- Active Directory Administration
- User Management
- Group Management
- Access Control
- Identity Management
Technologies
- Windows Server
- Active Directory
- Group Policy
- DNS
Microsoft Entra ID – Cloud Identity Management Lab
Overview
Configured and administered Microsoft Entra ID to manage cloud identities, authentication and access controls. Identity and access management plays a vital role in protecting organisational resources from unauthorised access. Proper administration of Microsoft Entra ID helps strengthen security, simplify user management and support secure authentication processes.
Key Achievements
- Configured and administered cloud identities using Microsoft Entra ID.
- Implemented multi-factor authentication policies to strengthen account security.
- Managed users, groups and role assignments within a cloud-based identity platform.
- Investigated sign-in activity and authentication events using Entra administrative tools.
- Applied identity and access management principles to support secure user access.
Skills Demonstrated
- Entra ID Administration
- Identity Management
- MFA Administration
- Access Management
- Cloud Security
Technologies
- Microsoft Entra ID
- Microsoft 365
- MFA
- Azure Portal
Joining Client Machines to a Domain and Resolving Client and Profile Issues
Overview
Configured a Windows client workstation and joined it to an Active Directory domain to simulate enterprise device deployment. Connecting devices to a domain enables organisations to centrally manage users, security policies and access controls. This process helps improve operational efficiency, standardise device management and enhance security across the network.
Key Achievements
- Successfully joined Windows 11 client devices to an Active Directory domain environment.
- Configured network settings and DNS services to support domain authentication.
- Verified domain connectivity and user authentication functionality.
- Troubleshot domain join and authentication issues using Windows administrative tools.
- Simulated enterprise workstation deployment and integration processes.
Skills Demonstrated
- Domain Administration
- Windows Deployment
- Authentication Troubleshooting
- DNS Validation
- Enterprise Device Configuration
Technologies
- Windows Server
- Windows 11
- Active Directory
- DNS
Windows 11 Home Lab – Installation, Configuration and Troubleshooting Lab Guide
Overview
Installed, configured and validated Windows 11 in a virtualized environment while applying system administration and troubleshooting best practices. A correctly configured operating system provides the foundation for reliable endpoint performance, security and user productivity. Understanding Windows installation and administration supports effective troubleshooting and end-user support within enterprise environments.
Key Achievements
- Installed and configured Windows 11 within a virtualised lab environment.
- Applied system updates and security configurations to maintain a secure operating environment.
- Validated system functionality using built-in diagnostic and troubleshooting tools.
- Performed system maintenance tasks including integrity checks and log analysis.
- Developed practical experience in Windows administration and endpoint support.
Skills Demonstrated
- Windows Administration
- Virtualisation
- System Configuration
- Security Validation
- Troubleshooting
Technologies
- Windows 11
- Oracle VirtualBox
- Windows Security
- Event Viewer
- SFC
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