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The IT Professional

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Cisco IT Essentials Mind Map on The IT Professional, created by William Suarez on 13/02/2014.
William Suarez
Mind Map by William Suarez, updated more than 1 year ago
William Suarez
Created by William Suarez almost 11 years ago
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Resource summary

The IT Professional
  1. Level one technician
    1. Business policies
      1. A Cell Centre
        1. Cyber law
          1. Ethics and legal considerations
            1. Documentation and chain of custody
              1. Legal procedures overview
                1. Service level agreement
                  1. Communication skills and troubleshooting
                    1. Workstation ergonomics
                      1. Types of difficult customers
                        1. Talkative
                          1. Rude
                            1. Angry
                              1. Knowledgeable
                                1. Inexperienced
                                2. Proper netiquette
                                  1. Holds and transfers
                                    1. Determine the problem
                                      1. Know
                                        1. Relate
                                          1. Understand
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