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Certification Issues for Technical Support Professionals
by Edward G. Barrow and Patrice Rhoades-Baum, softcover, 24 pages, $19.95

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Overview

Certification is a hot issue for technical support professionals.  Many vendor-specific certifications and professional development courses are available today, so you can learn the skills you need to be successful.  This small book addresses the multiple issues surrounding certification and suggests industry-related skills in which you should become proficient.

Table of Contents

  1. Certification and the support services industry
    • Industry dynamics lead to the desire for certification
      • Increased computing power creates need for support skills
      • Problem scaling and the need for "knowledge workers"
      • Outsourcing
      • Emergence of professional associations and resources
      • Emergence of tools for the industry
      • Information management
    • Benefits of certification
  2. Training topics for support professionals
  3. Technical support-related certifications and training
    • Vendor-specific programs
    • Certifications and training for technical, customer service, and related skills


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Last modified January 9, 2012