Title: Help Desk Ticket Analytics System
The project turns raw IT support ticket data into actionable insights by identifying the most frequent recurring issues. The goal is to improve processes, reduce workload, and enhance support efficiency—demonstrating data-driven decision making in day-to-day IT operations.
This project supports my personal mission of empowering people with technology by turning complex help desk data into clear, actionable insights that improve IT support services.
Long-term, I aim to combine technology, education, and community impact. This project showcases how analytics can improve processes, reduce barriers, and build a model for anticipating problems to better support people.
| Stakeholder | Category | Role/Interest | Power | Interest | Engagement Strategy |
|---|---|---|---|---|---|
| Professor | Internal | Project sponsor & evaluator; ensures academic success. | High | High | Submit quality deliverables on time; ask clarifying questions. |
| Classmates | Internal | Peer reviewers; provide feedback and collaboration opportunities. | Low | High | Share drafts; exchange reviews; practice presentations. |
| Future Employers | External | Evaluate portfolio/project as evidence of skills and problem-solving. | High | High | Tailor portfolio output to highlight relevance. |
| Help Desk End Users | Internal | Staff/faculty/students whose issues generate tickets; impacted by recommendations. | Medium | High | Represent categories in analysis; support real needs. |
| Help Desk Supervisor/IT Managers | Internal | Oversee support operations; interested in efficiency/workload reduction. | High | Medium | Frame findings as actionable process improvements. |
| Coworkers (Help Desk Team) | Internal | Front-line support; see recurring issues reflected in tickets. | Medium | Medium | Share insights; validate accuracy of issue categories. |
| Mentors / Advisors | External | Provide career guidance; review technical and presentation quality. | Medium | High | Request targeted feedback on visuals and storytelling. |
| Career Services | Internal | Support professional development; help polish portfolio delivery. | Medium | Medium | Use workshops/resume reviews to improve docs and presentation. |
| Industry Associations | External | Promote analytics/IT standards; provide credibility and best practices. | Medium | Low | Reference best practices/frameworks in documentation. |
| Compliance / Data Privacy | Regulatory | Ensure project does not mishandle sensitive/confidential data. | High | Low | Use anonymized/simulated data; document ethics. |
| Toastmasters Group | External | Platform to practice presenting technical insights effectively. | Low | High | Present findings; gather communication feedback. |
| Friends/Peers | External | Provide encouragement; practice audience for clarity. | Low | Medium | Share simplified findings; test storytelling flow. |
The project combines structured planning with iterative delivery. Each phase produces a usable output that builds toward the final Help Desk Ticket Analytics System.
The selected project management tool is Asana Starter, aligning with the Hybrid–Incremental methodology. It supports structured planning with iterative delivery across increments from data preparation through final presentation.
Outcome: Professional workflow mirroring real IT environments with transparency and incremental value delivery.