Computer User Support 6e Chapter 7 Web Links
	Please report broken links on Contact the Author page	Type of document	Link Status
Page	Resource Link to URL
293	Toni Bowers on technology managers	HTML
295	Southeast Missouri State help desk mission statement	HTML	Updated
295	Article on writing help desk mission statements	HTML
299	Video on contact center budget categories	VIDEO
300	Westbay Engineers' Erlang calculator	HTML
301	Monster help desk job posting site	HTML
301	Dice help desk job posting site	HTML
301	Job-a-matic help desk job posting site	HTML
301	Indeed.com help desk job posting site	HTML
301	CareerBuilder help desk job posting site	HTML
302	Help desk aptitude and skills test vendor	HTML
303	Sample help desk interview questions	HTML
303	Job interview questions and suggested answers	HTML
303	Examples of behavioral interview questions	HTML
304	How to handle stress interview questions	HTML
304	How to handle illegal interview questions	HTML
307	Jeff Davis on training needs of new help desk workers	HTML
307	Jeff Dray on structured training for help desk workers	HTML
307	Link to help desk industry conference	HTML
307	Link to advanced technical training	HTML
307	Link to industry trade publication	HTML
307	Example technical publication on Office 2013	HTML
309	Performance appraisals for support workers	HTML
309	Legal perspective on performance evaluations	HTML
309	Tips for improving performance appraisals	HTML
311	Online questionnaire and survey tools	HTML
312	MetricNets whitepaper on performance statistics	PDF	Updated
314	Microsoft Technology Associate (MTA) certification	HTML	Updated
314	Microsoft certification overview (MOS and MCSA)	HTML
314	Cisco Network Certification Overview	HTML
314	Novell Certification Overview	HTML
315	Apple Certification Overview	PDF
315	List of product vendors' certification websites	HTML
315	CompTIA certification overview	HTML
316	ICCP's Associate Computing Professional (ACP) certification	HTML	Updated
316	Internet and Computing Core certification	HTML
316	Linux Professional Institute certification	HTML	Updated
316	Certified Internet Web Professional	HTML
317	Help Desk Institute certification	HTML
317	Microsoft Certified Professional (MCP)	HTML
318	Wikipedia article on certification	HTML
319	Exam preparation: Skillsoft.com	HTML
319	Exam preparation: Transcender.com	HTML
319	Learnthat.com certification exam preparation	HTML	Deleted
319	Exam preparation: Intelligentedu.com	HTML
319	Exam preparation: Brainbench.com free practice exams	HTML
319	Directory of certification and training vendors	HTML
319	Prometric's certification exam testing centers	HTML
319	Pearson Vue certification exam testing centers	HTML
319	Introduction to computer adaptive tests	HTML
321	ProProfs study guide to CompTIA's A+ certification exam	HTML
322	US employment: Computer Support Specialist	HTML	Updated
323	Employment projections by state	HTML
323	US employment: Network and Computer Administrators	HTML	Updated
323	Employment projections by state	HTML
323	Help Desk Institute website	HTML
323	Association of Support Professional website	HTML
323	Network and Systems Professionals Associate website	HTML
323	Association of Information Technology Professionals	HTML
323	Women in Technology website	HTML
324	AITP guidelines for ethical professional conduct	HTML	Updated
324	Canadian Information Processing Society guidelines	HTML
324	SANS Institute ethical conduct guidelines	HTML
327	AITP article Ethical Problems in Computing	HTML
327	Guidelines to thinking ethically	HTML
327	National Journal article on surveillance issues	HTML	Updated
327	Alternate article on ethical issues in information systems	HTML	Alternate
327	ComputerWorld IT salary survey (2014)	HTML	Updated
327	Salary Wizard for help desk jobs	HTML
327	TechRepublic article on employee retention	HTML
334	University of Texas Austin help desk mission statement	HTML	Alternate
335	Brainbench certification exam website	HTML
335	Paper on measuring help desk performance	PDF
335	Survey Monkey website	HTML
336	Example of performance appraisal form	PDF	Alternate
336	Guidelines for performance appraisal	PDF	Alternate
338	Call Center Erlang Calculator	HTML