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The IT Professional

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Cisco IIT essentials (Chapter 11 - The IT Professional) Mind Map on The IT Professional, created by groche on 12/02/2014.
groche
Mind Map by groche, updated more than 1 year ago
groche
Created by groche almost 11 years ago
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Resource summary

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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