| 000 -LEADER |
|---|
| fixed length control field |
03585nam a22006135i 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20140310153551.0 |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION |
|---|
| fixed length control field |
cr nn 008mamaa |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
100904s2010 xxu| s |||| 0|eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781430225485 |
|
978-1-4302-2548-5 |
| 050 #4 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
QA76.6-76.66 |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
005.11 |
| Edition number |
23 |
| 264 #1 - |
|---|
| -- |
Berkeley, CA : |
| -- |
Apress, |
| -- |
2010. |
| 912 ## - |
|---|
| -- |
ZDB-2-CWD |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Sanchez, Andres R. |
| Relator term |
author. |
| 245 10 - IMMEDIATE SOURCE OF ACQUISITION NOTE |
|---|
| Title |
Technical Support Essentials |
| Medium |
[electronic resource] : |
| Remainder of title |
Advice You Can Use to Succeed in Technical Support / |
| Statement of responsibility, etc |
by Andres R. Sanchez ; edited by Jeffrey Pepper, Clay Andres, Steve Anglin, Mark Beckner, Ewan Buckingham, Gary Cornell, Jonathan Gennick, Jonathan Hassell, Michelle Lowman, Matthew Moodie, Duncan Parkes, Jeffrey Pepper, Frank Pohlmann, Douglas Pundick, Ben Renow-Clarke, Dominic Shakeshaft, Matt Wade, Tom Welsh, Jim Markham, Katie Stence. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
260 p. |
| Other physical details |
online resource. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Advice for Dealing with Yourself and Your Work -- Your Work Ethic -- Intricacies of the Field -- Your Work Practices -- Working with Others -- The Technical Support Group -- The Technical Support Colleague -- Leadership in Support -- The Support Organization -- Support Roles and Behaviors -- Structures and Tiers -- Process and Practice -- Working with Customers -- Customer Service -- Communications -- Perspectives. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
Technical Support Essentials is a book about the many facets of technical support. It attempts to provide a wide array of topics to serve as points of improvement, discussion, or simply topics that you might want to learn. The topics range from good work habits to the way technical support groups establish their own style of work. This book applies theories, models, and concepts synthesized from existing research in other fields—such as management, economics, leadership, and psychology—and connects them to technical support. The goal is to build on the work of others and allow their success to evolve the profession. The book’s broad perspective looks at proven practices, legal issues, dealing with customers, utilizing resources, and an array of other topics of interest to tech support professionals. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Computer science. |
|
|---|
| Topical term or geographic name as entry element |
Computer Science. |
|
|---|
| Topical term or geographic name as entry element |
Programming Techniques. |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Pepper, Jeffrey. |
| Relator term |
editor. |
|
|---|
| Personal name |
Andres, Clay. |
| Relator term |
editor. |
|
|---|
| Personal name |
Anglin, Steve. |
| Relator term |
editor. |
|
|---|
| Personal name |
Beckner, Mark. |
| Relator term |
editor. |
|
|---|
| Personal name |
Buckingham, Ewan. |
| Relator term |
editor. |
|
|---|
| Personal name |
Cornell, Gary. |
| Relator term |
editor. |
|
|---|
| Personal name |
Gennick, Jonathan. |
| Relator term |
editor. |
|
|---|
| Personal name |
Hassell, Jonathan. |
| Relator term |
editor. |
|
|---|
| Personal name |
Lowman, Michelle. |
| Relator term |
editor. |
|
|---|
| Personal name |
Moodie, Matthew. |
| Relator term |
editor. |
|
|---|
| Personal name |
Parkes, Duncan. |
| Relator term |
editor. |
|
|---|
| Personal name |
Pepper, Jeffrey. |
| Relator term |
editor. |
|
|---|
| Personal name |
Pohlmann, Frank. |
| Relator term |
editor. |
|
|---|
| Personal name |
Pundick, Douglas. |
| Relator term |
editor. |
|
|---|
| Personal name |
Renow-Clarke, Ben. |
| Relator term |
editor. |
|
|---|
| Personal name |
Shakeshaft, Dominic. |
| Relator term |
editor. |
|
|---|
| Personal name |
Wade, Matt. |
| Relator term |
editor. |
|
|---|
| Personal name |
Welsh, Tom. |
| Relator term |
editor. |
|
|---|
| Personal name |
Markham, Jim. |
| Relator term |
editor. |
|
|---|
| Personal name |
Stence, Katie. |
| Relator term |
editor. |
| 710 2# - ADDED ENTRY--CORPORATE NAME |
|---|
| Corporate name or jurisdiction name as entry element |
SpringerLink (Online service) |
| 773 0# - HOST ITEM ENTRY |
|---|
| Title |
Springer eBooks |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY |
|---|
| Display text |
Printed edition: |
| International Standard Book Number |
9781430225478 |
| 856 40 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
http://dx.doi.org/10.1007/978-1-4302-2548-5 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
|
| Item type |
E-Book |
