Enterprise IT Support Homelab

Identity & Access Management: Promoted DC01 (Windows Server 2022) to domain controller for a new forest — helpdesk.lab. Integrated DNS, configured DSRM, verified domain health with Get-ADDomain and service status checks aligned to ITIL 4 service configuration management principles.

Configuration Management: Designed a department-based OU hierarchy (_STAFF/IT, HR, Finance, Sales; _COMPUTERS; _GROUPS; _DISABLED) mirroring real enterprise CI structure. All OUs provisioned via PowerShell for consistency and repeatability.

Access Control & RBAC: Created department security groups (GRP_IT, GRP_HR, GRP_Finance, GRP_Sales, GRP_AllStaff) under _GROUPS OU. Group membership managed programmatically at onboarding — reducing manual error and supporting least-privilege access.

Multi-site Topology: Configured London-HQ (192.168.100.0/24) and Manchester-Branch (192.168.1.0/24) AD sites — simulating the kind of distributed enterprise environment common in MSP and corporate service desk roles.

Service Request Automation: Authored onboard-user.ps1 and offboard-user.ps1 covering the full user lifecycle. Scripts include pre-flight validation, structured logging to C:\Logs\Helpdesk, group assignment, and an audit trail on leaver offboarding — supporting change enablement and reducing service request resolution time.

Service Desk Tooling: Python system health check (CPU, RAM, disk, network) for proactive monitoring, and an incident log reporter that parses helpdesk CSV data and generates shift summary reports by priority (P1–P3), category, and resolution time — supporting continual service improvement.

Knowledge Management: 7 ITIL-aligned KB articles documenting resolution procedures for account lockout (Event ID 4740), GPO management, DHCP/DNS faults, P1 major incident response, and new starter onboarding/leaver offboarding — structured for use in a real service desk environment.