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The IT Professional

Descripción

(Chapter 11 - The IT Professional) Cisco IIT essentials Mapa Mental sobre The IT Professional, creado por groche el 12/02/2014.
groche
Mapa Mental por groche, actualizado hace más de 1 año
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Creado por groche hace casi 11 años
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Resumen del Recurso

The IT Professional
  1. Communication skills and troubleshooting
    1. Determine the problem
      1. Know
        1. Relate
          1. Understand
          2. Holds and transfers
            1. Types of difficult customers
              1. Talkative
                1. Rude
                  1. angry
                    1. knowledgeable
                      1. inexperienced
                      2. Proper netiquette
                        1. workstation ergonomics
                          1. Service Level Agreement
                            1. business policies
                              1. ethics and legal considerations
                                1. legal procedures overview
                                  1. cyber law
                                    1. documentation and chain of custody
                                      1. a call center
                                        1. level one technician
                                          1. level two technician
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