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🏢 Enterprise IT Playbook

Overview

Welcome to the comprehensive Enterprise IT Playbook, your definitive guide to managing and maintaining Windows enterprise environments. This playbook combines industry best practices, real-world solutions, and modern automation techniques to address the complex challenges faced by IT professionals.

Who Is This For?

  • Entry-Level Technicians: Learn fundamental enterprise IT concepts and procedures
  • System Administrators: Access advanced troubleshooting and optimization techniques
  • IT Managers: Implement standardized procedures and best practices
  • Security Specialists: Ensure compliance and maintain security standards

What Does It Cover?

  • Modern enterprise management using Microsoft Graph API
  • Comprehensive system administration procedures
  • Advanced security and compliance frameworks
  • Automated monitoring and maintenance solutions
  • Industry-specific configurations (Healthcare, Finance, etc.)

When to Use This Playbook

  • During initial system setup and configuration
  • For routine maintenance and monitoring
  • In emergency troubleshooting scenarios
  • While planning system upgrades or migrations
  • For training and knowledge transfer

Where to Apply These Practices

  • Windows Server environments
  • Microsoft 365 deployments
  • Hybrid cloud infrastructures
  • Multi-site enterprise networks
  • Regulated industry environments

Why This Playbook Exists

To provide a standardized, comprehensive resource that:

  • Ensures consistent IT operations across the enterprise
  • Reduces incident response time
  • Maintains security and compliance
  • Optimizes system performance
  • Facilitates knowledge sharing

📚 Related Resources

Script Libraries

External Documentation

🔄 Modern API Integration

Microsoft Graph API Examples

# Install Microsoft.Graph PowerShell SDK
Install-Module Microsoft.Graph -Scope CurrentUser

# Connect to Microsoft Graph
Connect-MgGraph -Scopes "User.Read.All", "Group.ReadWrite.All", "Directory.ReadWrite.All"

# User Management
$newUserParams = @{
    DisplayName = "John Doe"
    MailNickname = "jdoe"
    UserPrincipalName = "jdoe@contoso.com"
    PasswordProfile = @{
        Password = "ComplexPass123!"
        ForceChangePasswordNextSignIn = $true
    }
    AccountEnabled = $true
}
New-MgUser @newUserParams

# Group Management
$groupParams = @{
    DisplayName = "Project Team"
    MailEnabled = $false
    SecurityEnabled = $true
    MailNickname = "projectteam"
}
New-MgGroup @groupParams

# Device Management
Get-MgDevice | Where-Object OperatingSystem -eq "Windows" |
    Select-Object DisplayName, OperatingSystem, OperatingSystemVersion

# Conditional Access Policies
Get-MgIdentityConditionalAccessPolicy |
    Select-Object DisplayName, State, CreatedDateTime

📋 Core Operations

Active Directory Management

Daily Operations

# Check AD Replication Status
Get-ADReplicationPartnerMetadata -Target * -Scope Server
# Review Failed Replications
Get-ADReplicationFailure -Target *
# Monitor FSMO Roles
netdom query fsmo

User Management Best Practices

  1. Account Creation 
    New-ADUser -Name "John Doe" -SamAccountName "jdoe" `
           -UserPrincipalName "jdoe@domain.com" `
           -Path "OU=Users,DC=domain,DC=com" `
           -AccountPassword (ConvertTo-SecureString "P@ssw0rd" -AsPlainText -Force) `
           -Enabled $true
  2. Security Group Management 
    Add-ADGroupMember -Identity "Sales Department" -Members "jdoe"
Get-ADPrincipalGroupMembership "jdoe" | Select-Object Name

System Health Monitoring

Critical Checks

  1. Event Log Analysis

    Get-EventLog -LogName System -EntryType Error -Newest 50
Get-EventLog -LogName Application -EntryType Error -Newest 50

  2. Disk Space Monitoring

    Get-WmiObject Win32_LogicalDisk | Where-Object { $_.DriveType -eq 3 } |
Select-Object DeviceID, @{n='FreeSpace(GB)';e={[math]::Round($_.FreeSpace/1GB,2)}}

  3. Service Status

    $CriticalServices = @('DNS', 'ADWS', 'NTDS', 'Netlogon', 'W32Time')
Get-Service $CriticalServices | Where-Object {$_.Status -ne 'Running'}

Network Administration

Network Health Checks

# DNS Resolution Test
Resolve-DnsName www.google.com
# Network Connectivity Test
Test-NetConnection -ComputerName dc01.domain.com -Port 389
# Firewall Rule Review
Get-NetFirewallRule | Where-Object Enabled -eq 'True' | 
    Select-Object Name, Direction, Action, Profile

Security Management

Security Baseline Checks

  1. Account Audit

    # Find Inactive Users
Search-ADAccount -AccountInactive -TimeSpan 90.00:00:00
# List Admin Group Members
Get-ADGroupMember "Domain Admins" -Recursive

  2. Password Policy Verification

    Get-ADDefaultDomainPasswordPolicy
Get-ADFineGrainedPasswordPolicy -Filter *

Backup and Recovery

Backup Verification

# Windows Server Backup Status
wbadmin get status
# System State Backup
wbadmin start systemstatebackup -backupTarget:E:

Performance Optimization

Memory Management

# Memory Usage Analysis
Get-Process | Sort-Object WorkingSet -Descending | Select-Object -First 10
# Memory Dumps
Get-WmiObject -Class Win32_PageFileUsage

🛠️ Troubleshooting Guides

Common Issues and Solutions

Active Directory

  1. Replication Issues

    • Run replication diagnostics
    repadmin /showrepl
repadmin /replsummary
    • Check connectivity between DCs
    • Verify DNS settings

  2. Authentication Problems

    • Verify Kerberos ticket status
    klist purge
gpupdate /force
    • Check time synchronization
    w32tm /query /status

Network

  1. Connectivity Issues
    • Basic connectivity test
    Test-NetConnection -ComputerName targetserver -Port 80
    • Trace route analysis
    Test-NetConnection -ComputerName targetserver -TraceRoute

📊 Performance Monitoring

Key Metrics

  1. CPU Usage

    Get-Counter '\Processor(_Total)\% Processor Time'

  2. Memory Usage

    Get-Counter '\Memory\Available MBytes'

  3. Disk Performance

    Get-Counter '\PhysicalDisk(*)\Avg. Disk Queue Length'

🔒 Security Best Practices

Regular Security Tasks

  1. Account Audit

    # Find accounts with non-expiring passwords
Get-ADUser -Filter {PasswordNeverExpires -eq $true}

  2. Permission Review

    # Review admin group membership
Get-ADGroupMember "Enterprise Admins" -Recursive

🚨 Emergency Procedures

Critical System Recovery

  1. Domain Controller Failure

    • Verify FSMO roles
    • Check system state backup
    • Review event logs
    • Test replication

  2. Network Outage

    • Check physical connectivity
    • Verify DNS resolution
    • Test internal/external connectivity
    • Review firewall rules

📚 Documentation Standards

Required Documentation

  1. Change Management Records
  2. Incident Reports
  3. System Configuration Documents
  4. Recovery Procedures
  5. Security Audit Logs

🔄 Maintenance Procedures

Regular Maintenance Tasks

  1. Windows Updates

    # Check update status
Get-WindowsUpdate
# Install updates
Install-WindowsUpdate -AcceptAll

  2. System Cleanup

    # Disk cleanup
cleanmgr /sagerun:1
# Clear temporary files
Remove-Item $env:TEMP\* -Recurse -Force

🌐 Microsoft 365 Administration

Exchange Online Management

# Connect to Exchange Online
Connect-ExchangeOnline

# Mailbox Permission Audit
Get-MailboxPermission -Identity "user@domain.com" | 
    Where-Object {$_.User -ne "NT AUTHORITY\SELF" -and $_.IsInherited -eq $false}

# Check Mail Flow
Get-MessageTrace -StartDate (Get-Date).AddHours(-1) -EndDate (Get-Date)

SharePoint Online

# Connect to SharePoint Online
Connect-SPOService -Url "https://contoso-admin.sharepoint.com"

# Site Collection Health Check
Get-SPOSite -Detailed | Select-Object Url, Status, StorageQuota, StorageUsed

💻 Hyper-V Management

Health Monitoring

# Check VM Status
Get-VM | Select-Object Name, State, Status, MemoryAssigned, CPUUsage

# Snapshot Management
Get-VM | Get-VMSnapshot | 
    Select-Object VMName, Name, CreationTime, 
    @{Name="Size(GB)";Expression={$_.HardDrives[0].Size/1GB}}

Resource Optimization

# Memory Usage Analysis
Get-VM | Select-Object Name, 
    @{N="MemoryGB";E={$_.MemoryAssigned/1GB}}, 
    @{N="DynamicMemoryEnabled";E={$_.DynamicMemoryEnabled}}

# Storage Performance
Get-VM | Get-VMHardDiskDrive | 
    Select-Object VMName, Path, 
    @{N="SizeGB";E={(Get-Item $_.Path).Length/1GB}}

📊 SQL Server Management

Database Health

# Check Database Status
Get-SqlDatabase -ServerInstance "ServerName" | 
    Select-Object Name, Status, Size, SpaceAvailable

# Backup Status
Get-SqlBackupHistory -ServerInstance "ServerName" -Since (Get-Date).AddDays(-1) |
    Select-Object Database, Type, StartTime, FinishTime, Status

Performance Monitoring

# Memory Usage
Get-SqlServer "ServerName" | 
    Select-Object Name, PhysicalMemory, MaxMemory, TargetMemory

# Active Sessions
Get-SqlProcess -ServerInstance "ServerName" | 
    Where-Object Status -eq "running"

🔒 Network Security

Firewall Management

# Review Firewall Rules
Get-NetFirewallRule | Where-Object Enabled -eq 'True' | 
    Select-Object Name, Direction, Action, Profile

# Check Open Ports
Get-NetTCPConnection -State Listen | 
    Select-Object LocalPort, State, OwningProcess

Security Auditing

# Failed Login Attempts
Get-EventLog Security -InstanceId 4625 -Newest 50

# File Access Auditing
Get-EventLog Security | 
    Where-Object {$_.EventID -in 4656,4663} |
    Select-Object TimeGenerated, EventID, Message

💾 Backup Management

Backup Validation

# Windows Server Backup
Get-WBSummary
Get-WBJob -Previous 1 | Select-Object JobState, StartTime, EndTime

# System State Backup
Get-WindowsFeature Windows-Server-Backup
wbadmin get versions

Recovery Testing

# List Backup Contents
wbadmin get items
# Test Recovery
Restore-WBVolume -BackupSet $backupSet -Volume $volume -TestRecovery

☁️ Azure Cloud Management

Security and Compliance

# Azure Security Status
Get-AzSecurityTask
Get-AzSecurityAlert

# Resource Compliance
Get-AzPolicyState | Where-Object ComplianceState -eq "NonCompliant"

Resource Management

# VM Status Check
Get-AzVM -Status | Select-Object Name, PowerState, ProvisioningState

# Resource Usage
Get-AzMetric -ResourceId $vmId -MetricName "Percentage CPU" -AggregationType Average

👥 Employee Lifecycle Management

Onboarding Process

# Create User Accounts
$newUser = @{
    Name = "John Doe"
    Title = "Systems Engineer"
    Department = "IT"
    Manager = "CN=Jane Smith,OU=Management,DC=contoso,DC=com"
}

# AD Account
New-ADUser -Name $newUser.Name -Title $newUser.Title `
           -Department $newUser.Department -Manager $newUser.Manager

# Exchange Online Mailbox
New-Mailbox -Name $newUser.Name -Password $securePassword

# Security Group Assignment
$groups = @("VPN Users", "Remote Desktop Users", "Department Staff")
foreach ($group in $groups) {
    Add-ADGroupMember -Identity $group -Members $newUser.Name
}

Offboarding Process

# Disable Accounts
Disable-ADAccount -Identity $userName
Set-MsolUserPassword -UserPrincipalName $upn -ForceChangePassword $true

# Remove Group Memberships
Get-ADPrincipalGroupMembership $userName | 
    Where-Object {$_.Name -ne "Domain Users"} |
    ForEach-Object {Remove-ADGroupMember -Identity $_ -Members $userName -Confirm:$false}

# Backup User Data
$userProfile = "\\fileserver\UserProfiles\$userName"
Compress-Archive -Path $userProfile -DestinationPath "$userProfile.zip"

🔧 RMM Tool Integration

Monitoring Setup

# Configure Monitoring
$monitoringParams = @{
    ServerName = $env:COMPUTERNAME
    Checks = @("CPU", "Memory", "DiskSpace", "Services")
    Threshold = @{
        CPU = 90
        Memory = 85
        DiskSpace = 90
    }
}

# Deploy Monitoring Agent
Install-MonitoringAgent @monitoringParams

# Verify Deployment
Test-MonitoringAgent -ServerName $env:COMPUTERNAME

Alert Configuration

# Set Alert Thresholds
Set-MonitoringAlert -Check "CPU" -Threshold 90 -Action "Email"
Set-MonitoringAlert -Check "DiskSpace" -Threshold 85 -Action "Ticket"

# Configure Response Actions
New-AutomatedResponse -Trigger "ServiceDown" -Action "RestartService"
New-AutomatedResponse -Trigger "HighCPU" -Action "CollectProcessInfo"

🦷 Dental Practice IT Management

Practice Management Software

# Database Backup Verification
Test-DentalDBBackup -Server $dbServer -Database "PatientRecords"

# Image Storage Audit
Get-DentalImageStorage | Where-Object {$_.LastAccessed -lt (Get-Date).AddDays(-90)}

HIPAA Compliance

# Security Assessment
Start-HIPAASecurityScan -Scope "FullSystem"

# Access Audit
Get-HIPAAAccessLog -StartDate (Get-Date).AddDays(-30)
Export-HIPAAReport -ReportType "AccessAudit" -Path "C:\Reports"

🌳 Cross-Forest Operations

Trust Relationships

# Verify Trust Status
Get-ADTrust -Filter * | Select-Object Name, Direction, IntraForest, TrustType, UsesAESKeys

# Test Trust
Test-ADTrust -Identity "contoso.com"

User Migration

# Prepare Migration
$sourceForest = "source.com"
$targetForest = "target.com"
$userToMigrate = "jdoe"

# Export User Data
$userData = Get-ADUser -Identity $userToMigrate -Properties * -Server $sourceForest

# Create User in Target Forest
New-ADUser -Server $targetForest -Instance $userData

# Migrate Group Memberships
Get-ADPrincipalGroupMembership -Identity $userToMigrate -Server $sourceForest |
    ForEach-Object {
        Add-ADGroupMember -Identity $_.Name -Members $userToMigrate -Server $targetForest
    }

📱 Intune/MDM Management

Device Management

# Get Device Status
Get-IntuneManagedDevice | Select-Object DeviceName, OSVersion, ComplianceState

# Compliance Policies
Get-IntuneDeviceCompliancePolicy | 
    Select-Object DisplayName, LastModifiedDateTime, Version

Application Deployment

# Deploy Application
$appParams = @{
    DisplayName = "Company App"
    Publisher = "Contoso"
    FilePath = "\\server\apps\CompanyApp.intunewin"
    InstallCommandLine = "CompanyApp.exe /quiet"
    UninstallCommandLine = "CompanyApp.exe /uninstall"
}
New-IntuneWin32App @appParams

# Monitor Deployment
Get-IntuneWin32AppAssignment | 
    Where-Object {$_.DisplayName -eq "Company App"} |
    Select-Object DisplayName, InstallState, ErrorCode

🛡️ Enterprise Firewall Management

Meraki Configuration

# Security Rules Audit
Get-MerakiNetworkFirewallRules | 
    Where-Object {$_.Policy -eq "allow"} |
    Select-Object Protocol, SrcPort, DstPort, Comment

# VPN Status
Get-MerakiOrganizationVPNStatus |
    Select-Object NetworkName, Status, LastContact

SonicWall Management

# Access Rules Review
Get-SonicWallAccessRule | 
    Where-Object {$_.Action -eq "Allow" -and $_.Enabled} |
    Select-Object Name, Source, Destination, Service

# VPN Tunnels
Get-SonicWallVPNTunnel | 
    Select-Object Name, Status, Phase1Status, Phase2Status

🖥️ Server Initialization

New Server Setup

# Initial Configuration
$serverParams = @{
    ComputerName = "SRV01"
    Domain = "contoso.com"
    Role = @("FileServer", "DHCP", "DNS")
    IPAddress = "192.168.1.10"
    Gateway = "192.168.1.1"
    DNSServer = @("192.168.1.2", "192.168.1.3")
}

# Join Domain and Configure Roles
Initialize-WindowsServer @serverParams

# Post-Setup Validation
Test-ServerConfiguration -ComputerName $serverParams.ComputerName

Role Configuration

# Configure File Server
New-FileShare -Name "DepartmentFiles" -Path "D:\Shares\DeptFiles" `
              -FullAccess "Domain Admins" -ReadAccess "Domain Users"

# Configure DHCP
Add-DhcpServerv4Scope -Name "Corporate Network" `
                      -StartRange "192.168.1.100" `
                      -EndRange "192.168.1.200" `
                      -SubnetMask "255.255.255.0"

🔍 Advanced Security Checks

Domain Controller Security

# Security Baseline Check
Start-ADDCSecurityCheck -Scope Full -GenerateReport

# Certificate Services Audit
Test-ADCSCertificates -ValidityThreshold 30

Windows Security

# Security Configuration
Test-WindowsSecurityConfig -Baseline "CIS" -Level "L1"

# Service Hardening
Get-Service | Where-Object {$_.StartType -eq "Automatic"} |
    Test-ServiceSecurity -Framework "NIST"

📊 Automated Monitoring

System Monitoring

# Configure Monitoring
$monitorConfig = @{
    Targets = @("DC", "SQL", "Exchange")
    Metrics = @("CPU", "Memory", "Disk", "Network")
    Intervals = @{
        Performance = "5min"
        Health = "15min"
        Logs = "30min"
    }
}

# Deploy Monitors
Install-MonitoringComponent @monitorConfig
Enable-MonitoringAlerts -Severity "Critical","Warning"

Alert Management

# Configure Alert Channels
$alertChannels = @{
    Email = @{
        Recipients = "it-team@contoso.com"
        Severity = "Critical"
    }
    Teams = @{
        Webhook = "https://teams.webhook.url"
        Severity = @("Critical", "Warning")
    }
    Ticket = @{
        System = "ServiceNow"
        Template = "Incident"
    }
}

Set-MonitoringAlerts @alertChannels

📈 Monitoring and Reporting

Related Scripts:

Automated Health Checks

System Health Dashboard

# Comprehensive Health Check
$healthParams = @{
    Scope = @{
        ActiveDirectory = $true
        Exchange = $true
        SQL = $true
        Network = $true
    }
    AlertThresholds = @{
        CPUWarning = 80
        CPUCritical = 90
        MemoryWarning = 85
        MemoryCritical = 90
        DiskWarning = 85
        DiskCritical = 90
    }
    Reporting = @{
        HTML = $true
        Email = "it-reports@contoso.com"
        Teams = "https://teams.webhook.url"
    }
}

Start-EnterpriseHealthCheck @healthParams

Performance Analytics

# Collect Performance Metrics
$perfMetrics = Get-SystemPerformanceMetrics -Duration "24h" -Interval "5m"

# Generate Trend Analysis
$analysis = $perfMetrics | Group-Object -Property Hour | 
    Select-Object @{N="Hour";E={$_.Name}}, 
                  @{N="AvgCPU";E={($_.Group.CPU | Measure-Object -Average).Average}},
                  @{N="AvgMemory";E={($_.Group.MemoryUsed | Measure-Object -Average).Average}}

# Export to Excel
$analysis | Export-Excel -Path "C:\Reports\PerformanceTrends.xlsx" -AutoSize -FreezeTopRow

Regular Reports

Health Status Reports

# Generate Health Report
$reportParams = @{
    ReportType = "HealthStatus"
    Components = @("AD", "Exchange", "SQL", "Network")
    Format = "HTML"
    Period = "Weekly"
    IncludeCharts = $true
}

New-EnterpriseReport @reportParams -Path "C:\Reports\WeeklyHealth.html"

Compliance Reports

# Security Compliance Check
$complianceParams = @{
    Framework = "CIS"
    Level = "L1"
    Components = @{
        Windows = $true
        AD = $true
        Azure = $true
    }
}

$results = Test-SecurityCompliance @complianceParams
$results | Export-ComplianceReport -Format "PDF" -Path "C:\Reports\Compliance.pdf"

Resource Utilization

# Generate Capacity Planning Report
$capacityParams = @{
    Scope = @("Storage", "Memory", "Network", "Licenses")
    Forecast = @{
        Duration = "6months"
        GrowthRate = 10
    }
}

New-CapacityReport @capacityParams -Path "C:\Reports\CapacityPlanning.html"

Real-Time Monitoring

Critical Service Monitoring

# Monitor Critical Services
$services = @(
    @{Name="ADWS"; Importance="Critical"},
    @{Name="DNS"; Importance="Critical"},
    @{Name="SQLSERVER"; Importance="High"},
    @{Name="IIS"; Importance="Medium"}
)

Watch-EnterpriseServices -Services $services -AlertThreshold "Warning" -Interval "5min"

Network Performance

# Monitor Network Performance
$networkParams = @{
    Targets = @("dc01", "sql01", "exchange01")
    Tests = @("Latency", "PacketLoss", "Bandwidth")
    Thresholds = @{
        LatencyWarning = 50
        LatencyCritical = 100
        PacketLossWarning = 1
        PacketLossCritical = 5
    }
}

Start-NetworkPerformanceMonitor @networkParams

Automated Response

Incident Response

# Configure Automated Responses
$responseConfig = @{
    HighCPU = {
        param($server)
        Get-Process -ComputerName $server | 
            Sort-Object CPU -Descending |
            Select-Object -First 5 |
            Export-ProcessReport
    }
    ServiceDown = {
        param($service)
        Restart-Service -Name $service -Force
        Send-ServiceAlert -Service $service
    }
    DiskSpace = {
        param($drive)
        Start-DiskCleanup -Drive $drive
        If((Get-DiskSpace $drive) -lt 10) {
            New-TicketingAlert -Severity High
        }
    }
}

Register-AutomatedResponse @responseConfig

Preventive Maintenance

# Schedule Maintenance Tasks
$maintenanceTasks = @{
    Daily = @(
        "Clear-TempFiles",
        "Test-BackupIntegrity",
        "Update-AntiVirus"
    )
    Weekly = @(
        "Update-Windows",
        "Optimize-Database",
        "Analyze-Logs"
    )
    Monthly = @(
        "Test-DisasterRecovery",
        "Rotate-Certificates",
        "Review-Security"
    )
}

Register-MaintenanceTasks @maintenanceTasks

🎓 Training Resources

Related Scripts:

Essential Skills and Resources

PowerShell Automation

  • Fundamentals
    • PowerShell Core concepts and syntax
    • Script development best practices
    • Error handling and logging
    • Pipeline optimization
  • Advanced Topics
    • Custom module development
    • Remote management
    • Background jobs and scheduled tasks
    • Security and signing

Active Directory Management

  • Core Operations
    • User and group administration
    • OU structure design
    • Group Policy management
    • Replication monitoring
  • Advanced Topics
    • Forest/domain design
    • Trust relationships
    • Schema modifications
    • Disaster recovery

Network Infrastructure

  • Essential Components
    • DNS/DHCP configuration
    • Routing and switching
    • Firewall management
    • VPN setup
  • Advanced Topics
    • Load balancing
    • Network segmentation
    • Traffic analysis
    • QoS implementation

Security and Compliance

  • Basic Security
    • Access control
    • Password policies
    • Audit logging
    • Encryption basics
  • Advanced Security
    • Security baselines
    • Threat detection
    • Incident response
    • Compliance frameworks

Cloud Technologies

  • Microsoft 365
    • Exchange Online
    • SharePoint Online
    • Teams administration
    • Security and compliance
  • Azure
    • Resource management
    • Identity services
    • Hybrid connectivity
    • Backup and DR

Learning Paths

Entry Level (0-2 Years)

  1. Foundation Skills
    • PowerShell basics
    • Active Directory fundamentals
    • Basic networking
    • Windows Server essentials
  2. Common Tasks
    • User management
    • Basic troubleshooting
    • System monitoring
    • Documentation

Intermediate (2-5 Years)

  1. Advanced Administration
    • PowerShell automation
    • Group Policy management
    • Security hardening
    • Performance tuning
  2. Infrastructure Management
    • Virtualization
    • Backup and recovery
    • Network optimization
    • Cloud integration

Expert (5+ Years)

  1. Enterprise Architecture
    • Solution design
    • Capacity planning
    • High availability
    • Disaster recovery
  2. Specialized Skills
    • Security architecture
    • Compliance management
    • Cloud transformation
    • Infrastructure automation

Certification Paths

Microsoft Certifications

  • Foundation
    • Microsoft 365 Fundamentals (MS-900)
    • Azure Fundamentals (AZ-900)
  • Associate
    • Microsoft 365 Admin (MS-100/101)
    • Azure Admin (AZ-104)
  • Expert
    • Azure Solutions Architect (AZ-305)
    • Security Operations (AZ-500)

Industry Certifications

  • Security
    • CompTIA Security+
    • CISSP
  • Networking
    • CompTIA Network+
    • Cisco CCNA
  • Project Management
    • ITIL Foundation
    • Project+ or PMP

Additional Resources

Documentation

Community Resources

Practice Labs

📱 Contact Information and Escalation Procedures

Emergency Response Teams

Infrastructure Team

  • Primary Contact: Infrastructure Manager
  • Escalation Hours: 24/7
  • Response SLA: 15 minutes for Critical Issues
  • Responsibilities:
    • Domain Controller issues
    • Network infrastructure failures
    • Server hardware problems
    • Data center emergencies

Security Team

  • Primary Contact: Security Operations Center (SOC)
  • Escalation Hours: 24/7
  • Response SLA: Immediate for Security Incidents
  • Responsibilities:
    • Security breaches
    • Malware incidents
    • Access control issues
    • Compliance violations

Network Team

  • Primary Contact: Network Operations Center (NOC)
  • Escalation Hours: 24/7
  • Response SLA: 30 minutes
  • Responsibilities:
    • Network outages
    • Firewall issues
    • VPN problems
    • Bandwidth concerns

Database Team

  • Primary Contact: Database Administrator
  • Escalation Hours: Business Hours + On-Call
  • Response SLA: 1 hour
  • Responsibilities:
    • Database failures
    • Performance issues
    • Backup/restore operations
    • Replication problems

Vendor Support Contacts

Microsoft Support

  • Enterprise Agreement: EA123456
  • Premier Support:
  • Areas:
    • Windows Server
    • Microsoft 365
    • Azure
    • SQL Server

Hardware Vendors

Network Equipment

Escalation Matrix

Severity Levels

  1. Critical (P1)

    • Business-stopping issues
    • Security breaches
    • Complete service outages
    • Response: Immediate (24/7)

  2. High (P2)

    • Significant impact
    • Performance degradation
    • Partial service outages
    • Response: 2 hours

  3. Medium (P3)

    • Limited impact
    • Non-critical services affected
    • Workaround available
    • Response: Next business day

  4. Low (P4)

    • Minimal impact
    • Feature requests
    • General inquiries
    • Response: Within 1 week

Escalation Path

  1. First Level

  2. Second Level

    • Technical Support Team
    • Phone: (555) 123-4572
    • Teams: @techsupport

  3. Third Level

  4. Final Escalation

Communication Channels

Internal Communications

  • Teams Channel: IT Emergency Response
  • Distribution List: it-alerts@contoso.com
  • Emergency Bridge: (555) 123-4575

External Communications

  • Customer Support: (555) 123-4576
  • Media Relations: (555) 123-4577
  • Regulatory Contact: (555) 123-4578

Emergency Procedures

  1. Initial Response

    • Assess severity level
    • Log incident ticket
    • Notify appropriate team
    • Begin documentation

  2. Communication Protocol

    • Notify stakeholders
    • Update status page
    • Schedule updates
    • Document actions

  3. Resolution Process

    • Implement fix
    • Test solution
    • Update documentation
    • Post-mortem review

Remember to:

  • Keep contact information current
  • Test emergency numbers quarterly
  • Update escalation procedures annually
  • Document all communications
  • Maintain incident logs