1. INTRODUCTION TO IT PROFESSIONAL COMMUNICATION

2. TEXTBOOK Course Intro 2 A Guide to Customer Service Skills for the Service Desk Professional Service Desk Professional Third Edition Donna Knapp

3. Course Intro 3 COURSE DURATION Monday April 27, 2014 To Wednesday May 7, 2014 Wednesday May 7, 2014 6:00PM to 10:00 PM

4. COURSE OUTLINE Chapter 1 Chapter 1 Devoted to a discussion about the evolving role of the service desk and the dynamic nature of customer expectations. Devoted to a discussion about the evolving role of the service desk and the dynamic nature of customer expectations. Chapters 2 through 6 Chapters 2 through 6 Explore in detail the soft skills needed for a successful career in customer support. Explore in detail the soft skills needed for a successful career in customer support. Techniques introduced include listening and communicating, handling telephone calls, technical writing, handling difficult customer situations, and solving and preventing problems. Techniques introduced include listening and communicating, handling telephone calls, technical writing, handling difficult customer situations, and solving and preventing problems. Course Intro 4

5. COURSE OUTLINE Chapter 7 Chapter 7 Explores the basic business skills commonly needed for analysts as well as the more advanced skills used by senior technical professionals, team leaders, supervisors, and managers. Explores the basic business skills commonly needed for analysts as well as the more advanced skills used by senior technical professionals, team leaders, supervisors, and managers. Chapters 8 and 9 Chapters 8 and 9 Devoted to self-management skills, including being part of a team, minimizing stress, avoiding burnout, and effectively managing your time. Devoted to self-management skills, including being part of a team, minimizing stress, avoiding burnout, and effectively managing your time. Course Intro 5

6. GRADING GRADING Test 40% Labs 50% Class Participation and attendance10% SCALE A = 100- 90 B = 89-80 C = 79-70 D = 69-60 F = below 60 Course Intro 6

7. INSTRUCTOR BACKGROUND Andy Marsiglia, CCP (Certified Computing Professional) Andy Marsiglia, CCP (Certified Computing Professional) Email: andy@andymars.com Email: andy@andymars.com BBA Accounting, MBA BBA Accounting, MBA Active in IT industry since 1969 Active in IT industry since 1969 Lamar Univ, Colorado Free Univ: IT Instructor Lamar Univ, Colorado Free Univ: IT Instructor Unisys Corporation: Mainframe Business Analyst, IT Trainer, & Sales Manager Unisys Corporation: Mainframe Business Analyst, IT Trainer, & Sales Manager InterVoice Corp: Voice Response System (VRU) Analyst & Trainer InterVoice Corp: Voice Response System (VRU) Analyst & Trainer National CineMedia: Business Analyst & Project Manager National CineMedia: Business Analyst & Project Manager RealPage, Inc: Applications Analyst RealPage, Inc: Applications Analyst Consolidated Data Systems: Mainframe Business Analyst Consolidated Data Systems: Mainframe Business Analyst Course Intro 7

8. INTRODUCTION QUESTIONS INTRODUCTION QUESTIONS