Overview

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This capstone puts your learning into practice through a simulated Shift Queue with three rapid-fire tickets mirroring a real healthcare IT support shift. Designed for learners who completed all six skill courses and Career Development, it lets you showcase your skills in an end-to-end simulation. Each ticket draws on a key skill set from the program. You'll provision a nurse's account with M365, Intune, and Epic security groups. You'll respond to an urgent PHI containment situation, documenting immediate steps and executing a warm-transfer escalation to the Compliance Officer. You'll also deliver a custom Copilot prompt framework to a medical director with coaching notes for safe, privacy-aware use. By the end of this course, you'll complete a Help Desk Resolution Portfolio: a single document with your ticket resolutions, technical notes, escalation logs, and rationale. Structured for hiring managers to evaluate your job readiness in under 10 minutes, this artifact unifies your program experience into one scannable, job-ready deliverable.

Syllabus

Course Introduction: The Shift Queue and the Portfolio Deliverable
- A short course-level introduction framing the Shift Queue simulation, previewing the three tickets you'll work, and orienting you to the Help Desk Resolution Portfolio you'll produce as the final deliverable. This is scene-setting; the substantive ticket work begins in Module 1.
Ticket 1: Identity & Access—Provision a New Nurse's Account
- Work a standard-priority identity provisioning ticket end-to-end. Nurse Emma Chen starts at Contoso Medical Center on Monday. Your job is to provision her Microsoft 365 account, assign her Intune profile per her role, add her to the correct Epic provider security groups, and document the ticket for the next shift. This ticket integrates Microsoft 365 account provisioning, Intune enrollment and admin), and Epic provider security groups with Microsoft Entra ID intersection.
Ticket 2: Data Privacy/Urgent Escalation—PHI in a Public Teams Channel
- Work an urgent-flagged data-privacy incident under time pressure. At 10:47 AM, Dr. Rodriguez accidentally pastes what appears to be a patient's chart notes into the general "clinic-announcements" Teams channel. She realizes 30 seconds later and tries to delete but the messages have already been seen by an unknown number of channel members. Your job is to document immediate containment steps, apply PHI redaction discipline to affected records where possible, and execute a formal warm-transfer to the Compliance Officer using the required standard format. This ticket integrates warm-transfer discipline, HIPAA compliance, PHI redaction, and cybersecurity-adjacent containment).
Ticket 3: End-User Enablement/AI—Copilot Prompt Framework for a Medical Director
- Deliver an end-user AI enablement solution. Dr. Patel, a Medical Director, submits a ticket asking for a durable Copilot prompt framework she can use to safely summarize non-PHI research papers for internal review without accidentally leaking institutional information (clinical trial data, patent-adjacent research directions, competitive-strategy content that appears in early-stage research). Your job is to deliver a durable prompt framework with embedded privacy guardrails, coaching notes for her team, and confidence that the pattern protects institutional data. This ticket integrates Copilot durable prompt frameworks, end-user coaching and privacy guardrails.
Portfolio Synthesis + Submission: The Help Desk Resolution Portfolio
- Synthesize your three ticket resolutions into the Help Desk Resolution Portfolio: a single document that positions your capstone work for a hiring manager's under-10-minute evaluation. This is refinement, not re-writing: you've already produced the resolution content in Modules 1–3; this module bundles it into a portfolio-quality artifact with categorization logic, technical notes, escalation communications, rationale, and a cross-ticket synthesis showing the discipline patterns you've built.