Download or read book Effective Help Desk Specialist Skills written by Darril Gibson and published by Pearson IT Certification. This book was released on 2014-10-27 with total page 450 pages. Available in PDF, EPUB and Kindle. Book excerpt: All of today’s help desk support skills, in one easy-to-understand book The perfect beginner’s guide: No help desk or support experience necessary Covers both “soft” personal skills and “hard” technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you’ll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You’ll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: • How the modern help desk has evolved • Understanding your users’ needs, goals, and attitudes • Walking through the typical help desk call • Communicating well: listening actively and asking better questions • Improving interactions and handling difficult situations • Developing positive attitudes, and “owning” the problem • Managing your time and stress • Supporting computers, networks, smartphones, and tablets • Finding the technical product knowledge you need • Protecting the security of your users, information, and devices • Defining, diagnosing, and solving problems, step by step • Writing it up: from incident reports to documentation • Working in teams to meet the goals of the business • Using ITIL to improve the services you provide • Calculating help desk costs, benefits, value, and performance • Taking control of your support career Powerful features make it easier to learn about help desk careers! • Clear introductions describe the big ideas and show how they fit with what you’ve already learned • Specific chapter objectives tell you exactly what you need to learn • Key Terms lists help you identify important terms and a complete Glossary helps you understand them • Author’s Notes and On The Side features help you go deeper into the topic if you want to • Chapter Review tools and activities help you make sure you’ve learned the material Exclusive Mind Mapping activities! • Organize important ideas visually–in your mind, in your words • Learn more, remember more • Understand how different ideas fit together

Download or read book Central Service Technical Manual written by IAHCSMM and published by . This book was released on 2016-01-01 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book The PC and Gadget Help Desk written by Mark Edward Soper and published by Que Publishing. This book was released on 2014-10-04 with total page 697 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Do-It-Yourself Guide To Troubleshooting and Repairing Your EASY, comprehensive technology troubleshooter! PCs, smartphones, tablets, networks, cameras, home theater and more—all in one book! We all use technology—and we all have problems with it. Don’t get frustrated... and don’t waste money on costly repair or support calls! Solve the problems yourself, with the one guide that makes it easy: The PC and Gadget Help Desk. Using clear pictures, handy “symptom tables,” and easy-to-use flowcharts, Mark Edward Soper walks you step-by-step through identifying, solving, and preventinghundreds of today’s most aggravating tech problems. Soper covers all your major platforms: iPhones, iPads, Android devices, Windows systems, and more. He even helps you fix the weird problems that happen when you use them together! Regain lost Internet access and fix broken Wi-Fi connections Solve problems with viewing and sharing media or other files Track down power problems wherever they arise Troubleshoot printing problems and print from smartphones or tablets Fix missing video or audio on your HDTV or home theater system Get syncing working right on your Apple or Android device Improve your PC’s 3D gaming performance Identify and replace flaky memory chips Prevent overheating that can damage your equipment Solve common problems with digital cameras and DV camcorders Troubleshoot iOS or Android antennas, updates, screens, and connectivity Get FaceTime working right on your iPhone or iPad Troubleshoot eReaders and display your eBooks on additional devices Sensibly decide whether to upgrade, repair, or replace Mark Edward Soper has spent 30 years as an instructor and corporate trainer, helping thousands of people work more happily with personal technology. He is the author of PC Help Desk in a Book, and is the co-author of Leo Laporte’s PC Help Desk, as well as more than 25 other books on Windows, digital imaging, networking, the Internet, IT certification, and computer troubleshooting. Soper is a CompTIA A+ Certified computer technician and Microsoft Certified Professional. BONUS ONLINE VIDEOS: Includes access to free, studio-quality how-to videos that make troubleshooting and repair even easier!

Download or read book IT Savvy written by Peter Weill and published by Harvard Business Press. This book was released on 2009-07-07 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Digitization of business interactions and processes is advancing full bore. But in many organizations, returns from IT investments are flatlining, even as technology spending has skyrocketed. These challenges call for new levels of IT savvy: the ability of all managers-IT or non-IT-to transform their company's technology assets into operational efficiencies that boost margins. Companies with IT-savvy managers are 20 percent more profitable than their competitors. In IT Savvy, Peter Weill and Jeanne Ross-two of the world's foremost authorities on using IT in business-explain how non-IT executives can acquire this savvy. Concise and practical, the book describes the practices, competencies, and leadership skills non-IT managers need to succeed in the digital economy. You'll discover how to: -Define your firm's operating model-how IT can help you do business -Revamp your IT funding model to support your operating model -Build a digitized platform of business processes, IT systems, and data to execute on the model -Determine IT decision rights -Extract more business value from your IT assets Packed with examples and based on research into eighteen hundred organizations in more than sixty countries, IT Savvy is required reading for non-IT managers seeking to push their company's performance to new heights.

Download or read book PTCE Pharmacy Technician Certification Exam Flashcard Book Online written by Della Ata Khoury, CPhT and published by Research & Education Assoc.. This book was released on 2016-08-25 with total page 579 pages. Available in PDF, EPUB and Kindle. Book excerpt: REA's PTCE (Pharmacy Technician Certification Exam) Flashcard Book Updated Second Edition 500 Questions & Answers You Need to Know This latest addition to our Health Sciences series of flashcards is designed to help PTCE candidates check their test-readiness before taking the Pharmacy Technician Certification Exam. Unlike most flashcards that come in a box, our cards are bound in an easy-to-use, organized book that makes it convenient to study anywhere. Written by a seasoned pharmacy technician instructor and based on the most recent exam, our study supplement covers everything you need to know for the PTCE: assisting the pharmacist in serving patients, maintaining medication and inventory control systems, and participating in the management of pharmacy practice. The flashcards are broken down by PTCE test topics and include multiple-choice questions with detailed answer explanations. The questions are similar to what you may encounter on the PTCE. The 500 flashcards are divided as follows: * 200 flashcards focused on the top 200 brand/generic drug names including their respective drug classes, indications, side effects, and special considerations * 50 flashcards focused on pharmaceutical terms and abbreviations * 250 flashcards focused on PTCE review material: - 165 flashcards on Assisting the Pharmacist in Serving Patients - 55 flashcards on Maintaining Medication and Inventory Control Systems - 30 flashcards on Participating in the Administration and Management of Pharmacy Practice After studying with the book, go online and review what you have learned at REA's Study Center. Our customizable e-flashcards and 3 practice quizzes give you the freedom to create your own PTCE study plan and study anywhere, anytime. You can also create your own unique flashcards for any sections of the test that give you difficulty. This flashcard book and the online tools that come with it, will help you personalize your PTCE prep by testing your understanding, pinpointing your weaknesses, and delivering flashcard study materials unique to you. If you're a pharmacy tech student and want extra practice and review before the exam, REA's PTCE Flashcard Book is the right Rx for your study needs.

Download or read book MCDST Microsoft Certified Desktop Support Technician Study Guide written by Bill Ferguson and published by John Wiley & Sons. This book was released on 2006-07-05 with total page 630 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you're seeking MCDST certification, here's the book you need to prepare for Exam 70-271, Supporting Users and Troubleshooting a Microsoft XP Operating System, and Exam 70-272, Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System. This revised and updated Deluxe Edition features over 200 pages of new content-including the very latest updates to the exams as well as case studies-and provides complete instruction to meet the exacting requirements of each exam. Prepare for your certification and career with this two-in-one, value-packed guide. Inside you'll find: Practical information on how to analyze problems and provide support to end users Hundreds of challenging review questions Bonus CD loaded with exam prep software, four bonus exams, Sybex test engine, and 300 electronic flashcards Authoritative coverage of all exam objectives, including: Exam 70-271 Installing a Windows Desktop Operating System Managing and Troubleshooting Access to Resources Configuring and Troubleshooting Hardware Devices and Drivers Configuring and Troubleshooting the Desktop and User Environments Troubleshooting Network Protocols and Services Exam 70-272 Configuring and Troubleshooting Applications Resolving Issues Related to Usability Resolving Issues Related to Application Customization Configuring and Troubleshooting Connectivity for Applications Configuring Application Security SYBEX TEST ENGINE: Test your knowledge with advanced testing software. Includes all chapter review questions plus bonus exams. ELECTRONIC FLASHCARDS: Reinforce your understanding with flashcards that can run on your PC, Pocket PC, or Palm device. Also on the CD you'll find the entire book in searchable and printable PDF. Study anywhere, any time, and approach the exam with confidence. Visit www.sybex.com for all of your Microsoft certification needs Note: CD-ROM/DVD and other supplementary materials are not included as part of eBook file.

Download or read book CompTIA A Complete Practice Tests written by Jeff T. Parker and published by John Wiley & Sons. This book was released on 2019-07-18 with total page 560 pages. Available in PDF, EPUB and Kindle. Book excerpt: Test your knowledge and know what to expect on A+ exam day CompTIA A+ Complete Practice Tests, Second Edition enables you to hone your test-taking skills, focus on challenging areas, and be thoroughly prepared to ace the exam and earn your A+ certification. This essential component of your overall study plan presents nine unique practice tests—and two 90-question bonus tests—covering 100% of the objective domains for both the 220-1001 and 220-1002 exams. Comprehensive coverage of every essential exam topic ensures that you will know what to expect on exam day and maximize your chances for success. Over 1200 practice questions on topics including hardware, networking, mobile devices, operating systems and procedures, troubleshooting, and more, lets you assess your performance and gain the confidence you need to pass the exam with flying colors. This second edition has been fully updated to reflect the latest best practices and updated exam objectives you will see on the big day. A+ certification is a crucial step in your IT career. Many businesses require this accreditation when hiring computer technicians or validating the skills of current employees. This collection of practice tests allows you to: Access the test bank in the Sybex interactive learning environment Understand the subject matter through clear and accurate answers and explanations of exam objectives Evaluate your exam knowledge and concentrate on problem areas Integrate practice tests with other Sybex review and study guides, including the CompTIA A+ Complete Study Guide and the CompTIA A+ Complete Deluxe Study Guide Practice tests are an effective way to increase comprehension, strengthen retention, and measure overall knowledge. The CompTIA A+ Complete Practice Tests, Second Edition is an indispensable part of any study plan for A+ certification.

Download or read book CCENT ICND1 100 101 Flash Cards and Exam Practice Pack written by Eric Rivard and published by Cisco Press. This book was released on 2013-06-26 with total page 496 pages. Available in PDF, EPUB and Kindle. Book excerpt: Cisco Press has the only Self-Study Guides Approved by Cisco for the New CCENT Certification. The New Edition of this Best-Selling Flash Cards and Exam Practice Pack is Completely Updated and includes Flash Cards and Reference Sheets for all Topics Covered in the New Exams. Note that this eBook version of the print book does not contain access to the Cert Flash Cards Online application nor to the Practice Test application that come with the print product. Are you ready to take the ICND1 exam for the CCENT certification? You’ve learned the concepts, you have the experience to put them to real-world use, and now you want to practice, practice, practice until exam time. The Cisco CCENT 100-101 Flash Cards and Exam Practice Pack contains more than 500 flash cards and quick reference sheets. Cisco CCENT 100-101 Flash Cards and Exam Practice Pack eBook version gives you two methods of proven, late-stage exam preparation in one package. Flash Cards More than 450 flash cards in print. Quick Reference Sheets All exam topics are covered for a quick review and refresh in more than 100 graphical quick reference sheets.

Download or read book Implementing Service and Support Management Processes written by Carrie Higday-Kalmanowitz and published by The Stationery Office. This book was released on 2005-03-11 with total page 444 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of this book is to provide practical process guide for technical support centres. It is based on the ITAL processes covered in 'Service Support' (ISBN 011330952X) and 'Service Delivery' (ISBN 0113309503) but also includes additional processes as well as a Balanced Scorecard Service Model. Processes covered in the book are: Financial and Operations Management; Knowledge Management; Configuration Management; Change Management; Release Management; Incident Management; Problem Management; Service Level Management; Capacity and Workforce Management; Availability Management; IT Service Continuity Management; and Customer Satisfaction Measurement.

Download or read book CCNA Routing and Switching 200 120 Flash Cards and Exam Practice Pack written by Eric Rivard and published by Cisco Press. This book was released on 2013-07-11 with total page 856 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you preparing to take the Cisco 200-120 CCNA certification exam? You’ve studied the concepts, and now you want to review and practice to assess your knowledge, guarantee retention and easy recall of the key exam topics, and ensure your success on the actual exam. Cisco CCNA Routing and Switching 200-120 Flash Cards and Exam Practice Pack gives you two methods of review in a single package proven to enhance your exam preparation. Note that this eBook version of the print book does not contain access to the Cert Flash Cards Online application nor to the Practice Test application that come with the print product. Flash Cards Review all exam topics with more than 750 flash cards in traditional print format in the eBook. Quick Reference Guide Study with more than 190 graphical quick reference sheets that offer you a quick refresher of the key concepts for all exam objectives.

Download or read book The Official CompTIA Security Self Paced Study Guide Exam SY0 601 written by CompTIA and published by . This book was released on 2020-11-12 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: CompTIA Security+ Study Guide (Exam SY0-601)

Download or read book CompTIA A Certification All in One Exam Guide Tenth Edition Exams 220 1001 220 1002 written by Mike Meyers and published by McGraw Hill Professional. This book was released on 2019-04-16 with total page 1569 pages. Available in PDF, EPUB and Kindle. Book excerpt: This bestselling on-the-job reference and test preparation guide has been fully revised for the new 2019 CompTIA A+ exam objectivesThis fully revised and updated resource offers complete coverage of the latest release of CompTIA A+ exams 220-1001 & 220-1002. You'll find learning objectives at the beginning of each chapter, exam tips, practice exam questions, and in-depth explanations. Designed to help you pass the CompTIA A+ exams with ease, this definitive guide also serves as an essential on-the-job IT reference.Covers all exam topics, including how to:•Work with CPUs, RAM, BIOS, motherboards, power supplies, and other personal computer components•Install, configure, and maintain hard drives•Manage input devices and removable media•Set up, upgrade, and maintain all versions of Windows•Troubleshoot and fix computer problems•Install printers and other peripherals•Configure and secure mobile devices•Connect to the Internet•Set up wired and wireless networks•Protect your personal computer and your network•Implement virtualization and cloud-based technologiesOnline content includes:•Practice exams for 1001 & 1002•More than one hour of free video training•TotalSim simulations of performance-based questions•Mike Meyers’ favorite PC tools and utilities

Download or read book How to Start a Business Analyst Career written by Laura Brandenburg and published by . This book was released on 2015-01-02 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: You may be wondering if business analysis is the right career choice, debating if you have what it takes to be successful as a business analyst, or looking for tips to maximize your business analysis opportunities. With the average salary for a business analyst in the United States reaching above $90,000 per year, more talented, experienced professionals are pursuing business analysis careers than ever before. But the path is not clear cut. No degree will guarantee you will start in a business analyst role. What's more, few junior-level business analyst jobs exist. Yet every year professionals with experience in other occupations move directly into mid-level and even senior-level business analyst roles. My promise to you is that this book will help you find your best path forward into a business analyst career. More than that, you will know exactly what to do next to expand your business analysis opportunities.

Download or read book Unleashing the Power of IT written by Dan Roberts and published by John Wiley & Sons. This book was released on 2011-04-06 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: Timely guidance for transforming IT into a strategic business partner Today's leaders are expected to reduce costs, increase productivity, drive innovation and help the business identify and pursue new business opportunities. Successful IT leaders will be the ones that become strategic business partners and decision influencers in their organizations. Unleashing the Power of IT describes in actionable detail, the new mindset, core skill set, and interpersonal tool set that are necessary for IT leaders to thrive in today's increasingly complex challenging business environment. Provides tangible, hard-hitting, real-world strategies, techniques and approaches that will immediately transform your IT workforce and culture Includes Top Ten lists of tips and techniques, proven frameworks and practical guidance to help you launch and sustain your IT culture change and professional development initiatives Addresses how to build a client-focused IT culture; move your organization from order takers to trusted business partners, market IT's value, lead change with confidence, manage projects and vendor relationships A special feature of this book includes a chapter profiling several world-class organizations that have implemented the principles in this book. Learn about the culture change challenges they overcame and benefit from their best practices and successes.

Download or read book PC Technician Street Smarts Updated for the 2009 Exam written by James Pyles and published by John Wiley & Sons. This book was released on 2009-10-05 with total page 482 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The Street Smarts series is designed to help current or aspiring IT professionals put their certification to work for them. Full of practical, real world scenarios, each book features actual tasks from the field and then offers step-by-step exercises that teach the skills necessary to complete those tasks. Broken down into the various aspects of a PC technician's job, this book provides you with step-by-step guidance for performing some of the most common and some of the most daunting tasks PC technicians face. Whether you're looking to break into the field of PC technicians, are pursuing your A+ certification, or are seeking some unique guidance to performing real-world tasks, this resource is essential"--Resource description page.

Download or read book Mike Meyers A Guide PC Technician Exams 220 602 220 603 amp 220 604 written by Michael Meyers and published by McGraw Hill Professional. This book was released on 2007-07-12 with total page 561 pages. Available in PDF, EPUB and Kindle. Book excerpt: Essential Skills for a Successful IT Career Mike Meyers, the leading authority on CompTIA A+ training and certification, has helped hundreds of thousands of people master the skills covered on the CompTIA A+ exams--and now he can help you, too. Completely updated for the new CompTIA A+ standards, Mike Meyers' CompTIA A+(R) Guide: PC Technician will help you pass CompTIA A+ exams 220-602, 220-603, and 220-604 and become an expert computer technician. Inside, you'll find helpful on-the-job tips, end-of-chapter practice questions, and hundreds of photographs and illustrations. Learn how to: Work with CPUs, RAM, and motherboardsConfigure CMOS and BIOS settings Install internal devices and removable-media drivesProvide proper power and cooling Install and configure hard drives Work with the command-line interfaceTroubleshoot Windows 2000 Professional and Windows XP Work with portable PCs, PDAs, and wireless technologies Install sound and video cards Install and troubleshoot printers Connect to networks and manage Internet connectionsImplement security measuresEstablish good communication skills The CD-ROM features: Two full practice exams for each CompTIA A+ exam: 220-602, 220-603, and 220-604 One hour of LearnKey video training featuring Mike Meyers teaching key CompTIA A+ topics Electronic copy of the bookComplete exam objective mapList of official CompTIA A+ acronymsUseful tools and utilities for PC technicians Each chapter includes: Learning objectives Photographs and illustrations Real-world examples Try This! and Cross Check exercises Tech tips, notes, and warnings End-of-chapter quizzes and lab projects

Download or read book Mac OS X Support Essentials written by Owen W. Linzmayer and published by Peachpit Press. This book was released on 2006 with total page 562 pages. Available in PDF, EPUB and Kindle. Book excerpt: With Mac OS now running on almost 40% of all Apple computers, support specialists can no longer afford not to know the latest operating system inside out. This text is a guide to Mac OS, highlighting key topics and diagnostic tools.