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Insider Advice for the IT Support Professional

As someone who has been an IT support professional for over 20 years, I have held a multitude of roles. I’ve been both hands on technical (Desktop Support Technician, Level 3 Support Engineer, Project Engineer/Lead) and have held several management positions (Help Desk Manager, Director of an advanced technology group, Director of Support Services at […]

IT Support Tips from the Trenches

Being an IT professional for roughly ten years, I’ve encountered  so many people that have different levels of computer knowledge.  Some users can move their way around a screen and follow instructions, while other users are terrified to click on a shortcut that isn’t familiar to them.  When dealing with end users of varying degrees, […]