docs: fix mojibake and normalize punctuation

.github/PULL_REQUEST_TEMPLATE.md

@@ -16,29 +16,29 @@ Briefly describe what this PR adds or changes.
   - [ ] Clear, reproducible steps and plain language
   - [ ] Relative links resolve inside the repo
   - [ ] Avoid duplication across modules (KB = productized steps; Lab = full commands + Verification; Scenario = flow/success, links only)
-  - [ ] Deep link to sections where applicable (KB → #resolution-steps, Lab → #verification)
+  - [ ] Deep link to sections where applicable (KB → #resolution-steps, Lab → #verification)
 - Metadata
   - [ ] Owner set; Last Reviewed and Next Review Due (KB/Lab)
   - [ ] Escalation Path filled (Ticket)
   - [ ] Metrics block added if useful (see docs/METRICS.md)
 - Quality
   - [ ] Verification steps included (expected outputs / pass-fail)
-  - [ ] Anchors exist and resolve (KB “Resolution Steps”, Lab “Verification”)
-  - [ ] Scenario (if present) ties Ticket → KB → Lab and defines success criteria
+  - [ ] Anchors exist and resolve (KB “Resolution Steps”, Lab “Verification”)
+  - [ ] Scenario (if present) ties Ticket → KB → Lab and defines success criteria
 
 ### Labs (if included)
 
-- [ ] Dedicated “Verification” section with expected outputs
+- [ ] Dedicated “Verification” section with expected outputs
 - [ ] Images pinned if using containers; HTTP services include a simple healthcheck when applicable
 - [ ] Assets stored under `labs/<lab>/assets/`
 
 ### KBs (if included)
 
-- [ ] Brief (1–2 lines) verification; link to related Lab for full commands
+- [ ] Brief (1–2 lines) verification; link to related Lab for full commands
 
 ### Scenarios (if included)
 
-- [ ] Uses deep links to KB “Resolution Steps” and Lab “Verification” (no step duplication)
+- [ ] Uses deep links to KB “Resolution Steps” and Lab “Verification” (no step duplication)
 
 ## Notes
 

.github/copilot-instructions.md

@@ -8,7 +8,7 @@ This repo simulates real helpdesk workflows using Markdown contributions. Agents
   - Tickets (`/tickets/`): user-reported issues
   - Knowledge Base (`/kb/`): solution docs derived from tickets
   - Labs (`/labs/`): hands-on practice exercises
-  - Scenarios (`/scenarios/`): end-to-end flows linking ticket → KB → lab
+  - Scenarios (`/scenarios/`): end-to-end flows linking ticket → KB → lab
 - Use templates in each folder (`000.*-template.md`).
 
 ## Key Files
@@ -21,7 +21,7 @@ This repo simulates real helpdesk workflows using Markdown contributions. Agents
 
 ## Authoring Patterns
 
-- Follow CompTIA A+ 6-step model: Identify → Theory → Test → Plan/Implement → Verify → Document.
+- Follow CompTIA A+ 6-step model: Identify → Theory → Test → Plan/Implement → Verify → Document.
 - Keep language plain and steps reproducible. Include environment details (OS/version), verification, and escalation path.
 - Link artifacts with relative paths (e.g., `/tickets/printer-failure.md` in KB/Lab/Scenario).
 - Use checklists for Tier 1/2/3 completion; mark what you actually did.
@@ -49,8 +49,8 @@ This repo simulates real helpdesk workflows using Markdown contributions. Agents
 
 ## What NOT to do
 
-- Don’t invent infrastructure or public endpoints; this repo is markdown-only.
-- Don’t add personal IPs or credentials.
+- Don’t invent infrastructure or public endpoints; this repo is markdown-only.
+- Don’t add personal IPs or credentials.
 
 ---
 Clarifications welcome: if any folder structure or template changes, update this file to match.

docs/METRICS.md

@@ -46,5 +46,5 @@ Example block for KBs:
 
 ## Keep It Practical
 
-- No dashboards required—just fill fields in Markdown.
+- No dashboards required—just fill fields in Markdown.
 - Prefer consistency over precision.

docs/ROLES.md

@@ -15,7 +15,7 @@ Tip: In KBs and Labs, use metadata fields like Owner, Last Reviewed, Next Review
 - Tier 1 (Frontline)
   - Scope: Single-user issues, basic checks, standard fixes.
   - Typical actions: Verify problem, collect environment, reproduce, apply known fixes.
-  - Timebox: 10–20 minutes before escalating.
+  - Timebox: 10–20 minutes before escalating.
 - Tier 2 (Specialist)
   - Scope: Drivers, services, complex app configs, small network issues.
   - Typical actions: Logs review, driver/config changes, targeted scripts.

kb/outlook-reconnect-after-update.md

@@ -14,16 +14,16 @@
 
 1. Validate user credentials on another system (SSO/portal) to rule out auth failure.
 2. Check VPN/Network connectivity (if remote): ensure stable connection.
-3. Toggle Cached Exchange Mode (disable → enable) and restart Outlook.
+3. Toggle Cached Exchange Mode (disable → enable) and restart Outlook.
 4. Clear Windows Credential Manager entries for Office/Outlook; restart Outlook.
-5. If needed, create a new Outlook profile (Control Panel → Mail → Profiles).
+5. If needed, create a new Outlook profile (Control Panel → Mail → Profiles).
 6. Verification: Outlook shows Connected; send/receive works. In lab, MailHog captures a test message at <http://localhost:8025/>.
 
 ## Troubleshooting Notes
 
 - After updates, Autodiscover or token cache can cause loops; clearing credentials/profile often resolves.
 - If organization-wide, check Exchange/identity provider status and service health.
-- Logs: Windows Event Viewer → Application (Outlook), Office logs.
+- Logs: Windows Event Viewer → Application (Outlook), Office logs.
 
 ## Linked Incidents
 

labs/000.lab-template.md

@@ -31,7 +31,7 @@
 
 - [Expected outcome, e.g., "Run lpstat -p; confirm printer is enabled"]
 - [Pass condition, e.g., "Test page prints successfully"]
-- [Fail condition, e.g., "Error: ‘printer not found’"]
+- [Fail condition, e.g., "Error: ‘printer not found’"]
 
 ## Escalation Context
 
@@ -40,7 +40,7 @@
 ## Metrics / Feedback
 
 - Estimated time to complete: [e.g., "15 minutes"]
-- Common errors: [e.g., "‘<service> not found’ (<service> not installed)"]
+- Common errors: [e.g., "‘<service> not found’ (<service> not installed)"]
 - Links: [/tickets/[incident].md or /scenarios/[scenario].md]
 
 ## Cleanup

labs/nginx-startup-fail.md

@@ -14,14 +14,14 @@ Make a broken web server boot again by fixing a one-word typo.
 
 ## Why this matters (30 seconds)
 
-This is what real-life looks like: “my web page won’t load” and the container keeps restarting. Your job is to read the logs, spot the typo, make a tiny change, and prove the fix.
+This is what real-life looks like: “my web page won’t load” and the container keeps restarting. Your job is to read the logs, spot the typo, make a tiny change, and prove the fix.
 
 ## Objectives
 
 - Diagnose a containerized Nginx startup failure
 - Fix a simple configuration error and verify success
 
-Time: ~10–15 min  •  Difficulty: Beginner
+Time: ~10–15 min  •  Difficulty: Beginner
 
 ## Prerequisites (quick preflight)
 
@@ -42,48 +42,49 @@ Time: ~10–15 min  •  Difficulty: Beginner
 
 ## Steps
 
-1) Start the broken stack (from repo root)
+1. Start the broken stack (from repo root)
 
-   - PowerShell
+    PowerShell:
 
-     ```powershell
-     docker compose -f .\labs\nginx-startup-fail\assets\compose.yaml up -d
-     ```
+    ```powershell
+    docker compose -f .\labs\nginx-startup-fail\assets\compose.yaml up -d
+    ```
+
+    Bash:
+
+    ```bash
+    docker compose -f ./labs/nginx-startup-fail/assets/compose.yaml up -d
+    ```
+
+2. Observe the failure
 
-   - Bash
+    Status:
 
-     ```bash
-     docker compose -f ./labs/nginx-startup-fail/assets/compose.yaml up -d
-     ```
+    ```powershell
+    docker compose -f .\labs\nginx-startup-fail\assets\compose.yaml ps
+    ```
 
-2) Observe the failure
-   - Status
+    Logs (look for "unknown directive" or "invalid"):
 
-     ```powershell
-     docker compose -f .\labs\nginx-startup-fail\assets\compose.yaml ps
-     ```
+    ```powershell
+    docker compose -f .\labs\nginx-startup-fail\assets\compose.yaml logs nginx
+    ```
 
-   - Logs (look for “unknown directive” or “invalid”)
+3. Identify the issue
 
-     ```powershell
-     docker compose -f .\labs\nginx-startup-fail\assets\compose.yaml logs nginx
-     ```
+  Open `labs/nginx-startup-fail/assets/nginx.conf` and find the misspelled directive. Fix the typo.
 
-3) Identify the issue
-   - Open `labs/nginx-startup-fail/assets/nginx.conf`
-   - Find the misspelled directive and fix the typo
+1. Fix and retry
 
-4) Fix and retry
-   - Change `roooot` to `root` in nginx.conf
-   - Recreate the container
+    Change `roooot` to `root` in nginx.conf, then recreate the container:
 
-     ```powershell
-     docker compose -f .\labs\nginx-startup-fail\assets\compose.yaml up -d --force-recreate
-     ```
+    ```powershell
+    docker compose -f .\labs\nginx-startup-fail\assets\compose.yaml up -d --force-recreate
+    ```
 
 ## Verification (success criteria)
 
-- Browse <http://localhost:8080> and see “Nginx is up”
+- Browse <http://localhost:8080> and see “Nginx is up”
 - Container health should go to `healthy` once the page is served
 - Or use a CLI check:
   - Check health status quickly
@@ -107,18 +108,18 @@ Time: ~10–15 min  •  Difficulty: Beginner
     # Expect: 200
     ```
 
-## Hints (if you’re stuck)
+## Hints (if you’re stuck)
 
-- Re-run logs and read the first error: it usually tells you exactly what Nginx didn’t understand.
-- If the fix doesn’t apply, make sure you recreated the container with `--force-recreate`.
+- Re-run logs and read the first error: it usually tells you exactly what Nginx didn’t understand.
+- If the fix doesn’t apply, make sure you recreated the container with `--force-recreate`.
 - If port 8080 is busy, edit `compose.yaml` and change `8080:80` to another free port (e.g., `8081:80`).
 - On Windows, if you see file permission issues, temporarily remove `:ro` from the volume lines to test.
 
 ## Metrics / Feedback
 
 - Estimated time: 10 minutes
 - Common pitfalls: wrong compose path; forgetting `--force-recreate` after config changes
-- Optional next step: write a KB titled “Nginx: fix startup syntax errors” linking this lab
+- Optional next step: write a KB titled “Nginx: fix startup syntax errors” linking this lab
 
 ## Bonus challenges (optional)
 

scenarios/000.scenario-template.md

@@ -18,7 +18,7 @@ Briefly describe the user story and desired outcome.
 
 ## Success Criteria
 
-- [ ] Ticket resolved (what “resolved” means here)
+- [ ] Ticket resolved (what “resolved” means here)
 - [ ] KB validated (up-to-date and accurate)
 - [ ] Lab passes verification steps
 

scenarios/README.md

@@ -1,6 +1,6 @@
 # Scenarios Index
 
-End-to-end flows that link Ticket → KB → Lab. Use scenarios to tell the story and define success criteria.
+End-to-end flows that link Ticket → KB → Lab. Use scenarios to tell the story and define success criteria.
 
 - Template: [000.scenario-template.md](./000.scenario-template.md)
 

tickets/README.md

@@ -17,7 +17,7 @@ Conventions:
 
 Examples:
 
-- [Account locked out – cannot log in](./account-locked-out.md)
+- [Account locked out – cannot log in](./account-locked-out.md)
 - [Cannot print to shared Finance printer](./cannot-print-to-shared-printer.md)
 - [Outlook disconnected and password prompts](./outlook-disconnected-password-prompts.md)
 - [Computer is running extremely slow / lagging](./computer-running-slow-lagging.md)

tickets/account-locked-out.md

@@ -1,4 +1,4 @@
-# Ticket: Account locked out – cannot log in
+# Ticket: Account locked out – cannot log in
 
 **Category:** Account
 **Priority:** High

tickets/outlook-disconnected-password-prompts.md

@@ -13,7 +13,7 @@
 **System/Component:** Microsoft Outlook (Cached Mode), Exchange Server
 
 **Problem:** Outlook disconnects and repeatedly prompts for password after a company security update.
-**Symptoms:** Disconnected status; repeated password prompts; can’t send/receive recent emails.
+**Symptoms:** Disconnected status; repeated password prompts; can’t send/receive recent emails.
 **Environment:** Laptop (potentially remote); VPN in use when offsite.
 
 ## Troubleshooting Steps Taken