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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 Updated
301 Dice help desk job posting site HTML Updated
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 Updated
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 Alternate
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 (now 2019) HTML Alternate
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 Updated
314 Cisco Network Certification Overview  HTML  
314 Novell Certification Overview HTML  
315 Apple Certified Associate HTML Alternate
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 Updated
319 Exam preparation: Transcender.com HTML  
319 Learnthat.com certification exam preparation HTML Deleted
319 Exam preparation: PrepAway HTML Alternate
319 Exam preparation: Brainbench.com free practice exams HTML  
319 Directory of certification and training vendors HTML Updated
319 Prometric's certification exam testing centers HTML  
319 Pearson Vue certification exam testing centers HTML  
320 Introduction to computer adaptive tests HTML Alternate
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  
323 Famous Women in Computer Science (suggested by Stacey Martin) HTML Added
324 AITP guidelines for ethical professional conduct HTML Updated
324 Canadian Information Processing Society guidelines HTML  
324 SANS Institute ethical conduct guidelines HTML Updated
327 AITP article on ethical conduct in IT HTML Updated
327 Guidelines to thinking ethically HTML  
327 National Journal article on surveillance issues HTML Updated
327 CompTia article on Ethical Problems in Computing HTML Alternate
327 Help desk salary survey (2022) HTML Alternate
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 How to measure help desk performance HTML Alternate
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  
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