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There's a saying that wisdom is what experience and a love of learning teaches you. There's another saying that genius is knowing how to hide your sources. They're both right. In Help Desk Manager's Crash Course, you'll find the shared experience of two of the industry's most well-known practitioners. Phil Gerbyshak and Jeffrey M. Brooks offer an easy to read-and ready to implement-source for the new manager, or a great refresher for the seasoned one. Their combination of expertise and easy-to-grasp teaching veers something close to genius for a support desk reference, so it's no surprise that HDI training leaders like Rick Joslin say "Gerbyshak and Brooks have done it again!" When it comes to the taller tasks facing a new manager, there's the kind of wisdom you need: How do I interview and hire quality people? How can I delegate effectively? What makes a great team, and great team-work, in the fast-paced environment of help-desks and the support field? These all-important chapters make the book an ideal choice to include in any hiring package for new managers. Phil and Jeff's unique insight will be obvious to the seasoned manager, too. Sections on measuring and managing performance, along with easy to implement metrics, will serve the newbie and the sage equally well. You'll find a clear and thoughtful discussion of a vital but often overlooked skill: designing appraisals that encourage improvement rather than suspicion or resistance. Crafted in an approachable style and format, Help Desk Manager's Crash Course doesn't tell, it shows. Via clear example and revealing anecdote, Phil and Jeff demonstrate that the job of a help desk manager can be a satisfying role built around a magnetic idea: a few simple metrics, a great attitude, and enabling others to succeed are a manager's biggest secret.

• Sales Rank: #1615951 in Books
• Published on: 2009-11-09
• Original language: English
• Dimensions: 10.50" h x .21" w x 8.25" l,
• Binding: Paperback
• 90 pages

About the Author
Phil Gerbyshak is the chief connections officer who works with small businesses and organizations to increase employee & customer engagement by using social media to create and build relationships. He helps them understand it’s really not about the tools; it’s all about the conversations they participate in and the connections they create and cultivate. Phil currently travels the world doing keynotes and training for organizations looking to better connect with their employees and their customers. Phil worked in IT for the past 15 years, and has focused his efforts on understanding and leveraging the social media space for over 8 years. His work building relationships using blogs was first spotlighted in the 2005 book What Nobody Ever Tells You About Blogging and Podcasting: Real Life Advice from 101 People Who Successfully Leverage the Power of the Blogosphere and has since been profiled in numerous outlets online and off. In addition to doing keynote and breakout addresses, Phil greatly enjoys coaching others in the simple strategies and tactics that make life great. His first book 10 Ways to Make It Great! was published in 2006 and inspired many to make the changes in their life to go from good…to GREAT. His second book Help Desk Manager’s Crash Course offers managers a guidebook for hiring, firing, discipline, and more. And now, in his fourth book, Phil has updated his best selling second book with new insights for new and experienced managers alike.

Most helpful customer reviews

6 of 6 people found the following review helpful.
A Must Read for Newbies!
By Robert S. Last
Every help desk manager ended up in the HD business by accident; none of us majored in help desk management or customer service in college. When you start running a HD, you realize that(a) you have almost no idea what you're doing and (b) you look for every book, article and video you can find to help you.

Happily, Phil Gerbyshak & Jeff Brooks have done new managers, and all of us in the support business, a great service by writing "Help Desk Manager's Crash Course." It is exactly what newbies' need during the first 90 days on the job and thereafter as a reference tool. It is well written, imaginative and full of good ideas for new managers. I am not too proud to admit that, even as a veteran of this business, I use it regularly when I'm looking for a fresh perspective on old problems and when I need a reminder of what's important.

Phil and Jeff are experienced managers that know what they are writing about and they write very well! This is a dynamic, exciting, serious book that will be a life perserver for new managers and a superb refresher for "old" ones. If you're a help manager, buy this book, read it once and then read it again! You'll be glad you did and so will your employee's and your customers!

4 of 4 people found the following review helpful.
Love this Book!
By Amazon Customer
This is a great book for both the first time Help Desk Manager as well as those of us who have been in the business for a while. I not only have a copy of this book, but have given copies of it as gifts to friends in the industry. It is a must read for all. Thanks Phil and Jeff - you guys ROCK!

4 of 5 people found the following review helpful.
A must have for all Help Desk Professionals...
By Rich Hand CD 5
The Help Desk Manager's Crash course is a great way to get up to speed fast if you have been given the job of handling the support function at your organization. If you want additional value, request one of the Authors come to your organization to get the entire help desk team moving in the right direction.

As someone that has been in the industry a long time, we often need a refresh even if we "know it all". This book will remind seasoned managers of the meat and potatoes of our business, and help the "newbies" to get up to speed in record breaking time. And the price? Come on; this is a great bargain and you will find yourself referencing it often...

These two authors have dedicated their life to support, and are now sharing their vast experience in this book. Take advantage of their willingness to share their knowledge.

Don't re-create the help desk "wheel"; buy the book...

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[Z526.Ebook] Free PDF Obstetrics by Ten Teachers, 20th Edition (Volume 2)From CRC Press

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• Sales Rank: #215267 in Books
• Published on: 2017-07-07
• Original language: English
• Dimensions: 9.65" h x .71" w x 10.94" l,
• Binding: Paperback
• 360 pages

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The only book of its kind, Front Office Management for the Veterinary Team focuses on the day-to-day duties of the veterinary team. It offers a complete guide to scheduling appointments, billing and accounting, communicating effectively and compassionately with clients, managing medical records, budgeting, marketing your practice, managing inventory, using outside diagnostic laboratory services, and much more. Written by Heather Prendergast, RVT, CVPM, this manual simplifies essential tasks with step-by-step instructions!

• Exercises on the Evolve website offer additional practice with front office tasks.
• Interactive working forms give you experience completing sample checks, deposit slips, patient history forms, and incident reports.
• The latest information on electronic banking and tax forms ensures that you adhere to the most current financial guidelines.
• What Would You Do/Not Do boxes provide scenarios to expose you to real-life situations that occur in veterinary practice and guide you through to an appropriate resolution.
• Review questions test your understanding of concepts presented in each chapter.
• Practice Point boxes highlight practical information to remember while on the job.
• Veterinary Practice and the Law boxes provide essential information about laws that you must know in order to run an ethical practice and to protect the practice.
• Key terms and learning objectives guide you through study of the most important content.

• Sales Rank: #292961 in Books
• Brand: Brand: Saunders
• Published on: 2010-06-02
• Original language: English
• Number of items: 1
• Dimensions: .70" h x 8.40" w x 10.80" l, 2.20 pounds
• Binding: Paperback
• 488 pages

Features

• Used Book in Good Condition

Review

"From burn out, the medication log book or stock monitoring and not forgetting basic accountancy, all practice managers (or owners) will surely benefit from reading this book."

Vets Today, December 2010

Most helpful customer reviews

1 of 1 people found the following review helpful.
I personally do not enjoy the front management (reception) part of this class
By Lety
I purchased this book for a class. I personally do not enjoy the front management (reception) part of this class. I enjoy being a nurse rather than a receptionist. I did not find this book very enjoying but only because of what I like to do in my profession. Although this book has great information on how to handle client, communication, legal documents, and the right way to do everything. I did find useful information that I even incorporated into the practice I work for. I since then have left so not sure if its still being used. Overall a great book.

0 of 0 people found the following review helpful.
Boring.
By Paige T.
Wow. This is a boring, boring textbook. Maybe it's just because a lot of it involves common sense, but oh my, getting through my reading assignments for my class was quite the drudge.

0 of 0 people found the following review helpful.
Five Stars
By B. Gil
On time and as described

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• Sales Rank: #50112 in Audible
• Published on: 2015-10-05
• Format: Unabridged
• Original language: English
• Running time: 26 minutes

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5 of 5 people found the following review helpful.
Great review!
By Amazon Customer
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4 of 4 people found the following review helpful.
~~ Leave the 95% behind and join the 5% ~~
By Richard and Liz
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This changes things
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Wondering if science could explain how he survived his 40-year avalanche of drugs and alcohol, Ozzy Osbourne became one of a handful of people in the world to have his entire DNA mapped in 2010. It was a highly complex, $65,000 process, but the results were conclusive: Ozzy is a genetic anomaly. The "Full Ozzy Genome" contained variants that scientists had never before encountered and the findings were presented at the prestigious TEDMED Conference in San Diego-making headlines around the world. The procedure was in part sponsored by The Sunday Times of London, which had already caused an international fururoe by appointing Ozzy Osbourne its star health advice columnist. The newpaper argued that Ozzy's mutliple near-death experiences, 40-year history of drug abuse, and extreme hypocondria qualified him more than any other for the job. The column was an overnight hit, being quickly picked up by Rolling Stone to give it a global audience of millions. In TRUST ME, I'M DR. OZZY, Ozzy answers reader's questions with his outrageous wit and surprising wisdom, digging deep into his past to tell the memoir-style survival stories never published before-and offer guidance that no sane human being should follow. Part humor, part memoir, and part bad advice, TRUST ME, I'M DR. OZZY will include some of the best material from his published columns, answers to celebrities' medical questions, charts, sidebars, and more.

• Sales Rank: #648712 in Books
• Published on: 2011-10-11
• Released on: 2011-10-11
• Original language: English
• Number of items: 1
• Dimensions: 9.50" h x 1.25" w x 6.25" l, 1.06 pounds
• Binding: Hardcover
• 304 pages

About the Author
Ozzy Osbourne was born in Aston, Birmingham, in 1948. He has sold over a hundred million records both with Black Sabbath and as a Grammy Award-winning solo artist. He has five children and lives with his wife, Sharon, in California and Buckinghamshire.

Most helpful customer reviews

2 of 2 people found the following review helpful.
Funny, easy to read pick up and put down for laughs
By C0d3r.N3T
Having read his biography, this was on the same par of madness and humour. But as it is all broken up form excerpts it is easy to put down, but also when you just want a quick laugh it is easy to pick up. Given the choice between the biography and this, I would choose his biography.

0 of 0 people found the following review helpful.
very funny
By David B. Drummond
It is definitely Ozzy, very funny

16 of 17 people found the following review helpful.
He's not an actual doctor, but who wouldn't want advice from him?
By T. Skylar
On the surface it seems rather silly that someone would ask advice to Ozzy Osbourne; an original member of Black Sabbath, successful solo artist and reality TV dad. Yet when you think about it, Ozzy being alive is a miracle from a medical (and human) point of view. The Madman is known for his substance and alcohol abuse. But he also survived a lot, emotionally and physically from the death of guitarist Randy Rhoads (whom he described as "God entering my life") to almost dying in a quad bike accident in 2003. Ozzy was approach by London paper The Sunday Times to write a column each week and answer questions as "Dr. Ozzy". It's an interesting concept and while it may have failed with any other rockstar, with Ozzy it works. Osbourne answers questions but mostly they aren't specifically about medical health, they're more varied and real-life issues. I read this book in an afternoon looking for a way to kill time while waiting since I had some time to spare. I must admit that I wasn't expecting too much out of "Trust Me, I'm Dr. Ozzy: Advice from Rock's Ultimate Survivor" but it was a much more pleasant read than I imagined it would be. I enjoyed Ozzy's first book "I Am Ozzy", which was more of a biography but still ended up enjoying this second book just as much. "Trust Me, I'm Dr. Ozzy". But not only is a collection of articles, there are some also added content as chapters in between in which Ozzy discusses a bit of his medical history and his genome which explains why he is still alive today.

His answers are often very funny but he's also honest; sometimes he says it's best the asker (s) go see a doctor. At times his answers make complete sense and he can relate to the asker's questions because he's been through a lot during his 62 years. Ozzy receives all kinds of questions and every single answer is funny if nothing else. Ozzy also discusses his genome which explains how he managed to survive all he went through. It's the more complicated part of the book with plenty of medical terms but the facts were interesting. I loved reading the questions and Ozzy's answers but another part I really liked was the quizzes. The questions are more or less divided into chapters related to different topics. At the end of the questions and the chapter, there is a quiz. Now those quizzes are related to medical health and some of the questions are far out and their answers even crazier. I learned a lot of crazy and unnecessary facts but they sure will make for interesting conversation. For instance a question is "What did Cleopatra put on her face as part of a beauty treatment?". I could never have guessed that the answer would have been alligator feces!

I read the book in one sitting in a few hours and even if it's a little on the brief side, it's a fun and entertaining read. I can't say that Ozzy gives the best advice (and in some cases he seems to make fun of the questions and those who make them up) but he's honest and you can't fault him for that. Besides you don't think he's a real doctor, do you? Some of his advice on the other hand looks rather well-thought and is sincere. The man's been through a lot and even if most people think he's just this crazy, old character, the Prince of Darkness is funny, charming and at times even displays some wisdom. If you're looking for Oz's bio you came to the wrong place, "I Am Ozzy" is what you want. If you read his biography and are looking for more, or perhaps just curious then "Trust Me, I'm Dr. Ozzy" is a very good and entertaining read. 4/5 stars.

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[M845.Ebook] PDF Ebook MySQL Database Design and Tuning (Novell Press), by Robert D Schneider

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The authoritative, hands-on guide to advanced MySQL programming and administration techniques for high performance is here. MySQL Database Design and Tuning is the only guide with coverage of both the basics and advanced topics, including reliability, performance, optimization and tuning for MySQL. This clear, concise and unique source for the most reliable MySQL performance information will show you how to:

• Deploy the right MySQL product for your performance needs.
• Set up a performance management and monitoring environment using tools from MySQL.
• Implement the right indexing strategy
• Apply good performance strategy when developing software to work with the MySQL database.
• Configure dozens of variable to correctly tune the MySQL engine.

If you deal with the intricacies and challenges of advanced MySQL functionality on a daily basis, you will be able to build on your knowledge with author Robert Schneider's real-world experiences in MySQL Database Design and Tuning.

• Sales Rank: #1616378 in eBooks
• Published on: 2005-06-13
• Released on: 2005-06-13
• Format: Kindle eBook

From the Back Cover

The authoritative, hands-on guide to advanced MySQL programming and administration techniques for high performance is here. "MySQL Database Design and Tuning "is the only guide with coverage of both the basics and advanced topics, including reliability, performance, optimization and tuning for MySQL. This clear, concise and unique source for the most reliable MySQL performance information will show you how to:

• Deploy the right MySQL product for your performance needs.
• Set up a performance management and monitoring environment using tools from MySQL.
• Implement the right indexing strategy
• Apply good performance strategy when developing software to work with the MySQL database.
• Configure dozens of variable to correctly tune the MySQL engine.

If you deal with the intricacies and challenges of advanced MySQL functionality on a daily basis, you will be able to build on your knowledge with author Robert Schneider's real-world experiences in "MySQL Database Design and Tuning."

About the Author

MySQL� Database Design and Tuning About the Author

Robert D. Schneider has more than 15 years of experience developing and delivering sophisticated software solutions worldwide. He has provided database optimization, distributed computing, and other technical expertise to a wide variety of enterprises in the financial, technology, and government sectors. Clients have included Chase Manhattan Bank, VISA, HP, SWIFT, and the governments of the United States, Brazil, and Malaysia.

He is the author of Optimizing Informix Applications and Microsoft SQL Server: Planning and Building a High Performance Database. He has also written numerous articles on technical and professional services topics. He can be reached at Robert.Schneider@Think88.com.

� Copyright Pearson Education. All rights reserved.

Most helpful customer reviews

10 of 10 people found the following review helpful.
I was about to buy Oracle, but chose MySQL instead (and saveed big $$$)
By Pearly
I'm a DBA for a mid-sized manufacturing company. We were about to upgrade our SQL Server to Oracle 10g, which was going to set ups back a lot of money. I had been experimenting with MySQL and bought this helpful book to give me a better understanding of how to make it run fast. I really liked the case studies, because they cover a lot of different senarios. To make long story short, I was able to convert the SQL Server database to MySQL, and things have been going great.

1 of 1 people found the following review helpful.
Easy to understand and fantastic optimization tips for MySQL and even MS-SQL or Oracle databases
By Jose
I am really impressed with the writing style and content of this book. Even though is not really a recent publication its content is still valid and full of nice tuning tips.

The main topic is of course MySQL but author talks about Index and Query tuning, topics than can be easily extrapolated to other RDBMS like MS-SQL or Oracle, helping you with other RDBMS during the process in case you're just a seasonal MySQL dba.

He does not go too much in detail, maybe MySQL (4th Edition) by Paul DuBois fills that hole better but Robert's book I think that is easier to read, without being a dummy book. For a complete MySQL coverage after reading this one, browse for any of Paul's books, he's really the best choice on MySQL books right now (content and easy to read books)

The chapter dedicated to the storage engines is one of my favorites and the one which differentiates this book for any other MS-SQL or Oracle tuning book. MySQL uses a modular approach for storage engine, allowing you to create tables and assign those to that particular engine taking advantage of a better transaction handling (InnoDB engine) or an improved speed for read only or tables (MyISAM engine). It was awesome to open my eyes, see the light and compare with MS-SQL (my main expertise) or see that the database world, like Operating Systems, is not black and white, not just Oracle vs MS-SQL. Actually, MySQL and Oracle are products of the same company and no wonder why after reading this book.

Good book, recommended, and I can assure you that if you're new into MySQL you will start considering this one as a good choice for your production database, especially if your databases are not OLTP but mostly read only or for reporting purposes; MySQL beauty and stronger point ... MyISAM engine ...

1 of 4 people found the following review helpful.
Best Book for database tuning
By Digvijay Singh
I am not that much of a book reader. I have ever have read a book completely , this is the first book in m life that i read complete.

My review the book is the best out there and the author is truly god.

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[B160.Ebook] Download Ebook Building a SharePoint 2016 Home Lab: A How-To Reference on Simulating a Realistic SharePoint Testing Environment, by Stacy Simpkins

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This book is a step-by-step guide to building your own SharePoint farm in a home lab setting. Learn how to build a windows domain and then join servers into the domain in order to create your own testing and learning environment. After you get the domain stood up, where you go from there is up to you. �This book will help you learn how to spin up SharePoint in a least privileged fashion.��This isn’t strictly a SharePoint book, though. For example, if you’re not a SharePoint professional and are just looking to create a working windows domain for other purposes; the home-lab domain that you’ll create will work great for Exam preparation for non-SharePoint purposes. �You could even use it for learning how to install Exchange Server. �After all, it’s your Home Lab domain.�In this book you will build your home-lab domain and you’ll have a great place for learning how to administer SharePoint and develop SharePoint Apps. �Here are just some of the tasks you’ll complete in easy to follow exercises:

• Create a windows domain and a certificate authority, so that you can run SharePoint on SSL
  
• Join servers to the domain and configure other technology on the member servers as needed
  
• Install SQL Server, and correctly partition the server in accordance with best practices
  
• Install and configure a SharePoint farm
  
• Spin up Host Named Site Collections (HNSC’s)
  
• Install and configure Visual Studio
  

Who This Book Is For:
This book is suitable for both developers and administrators. No technical knowledge is assumed beyond a general familiarity with computers and computing terminology. The resulting domain will be suitable for both IT and developer testing needs.�

• Sales Rank: #102644 in Books
• Published on: 2016-07-28
• Released on: 2016-07-28
• Original language: English
• Number of items: 1
• Dimensions: 10.00" h x 1.17" w x 7.01" l, .0 pounds
• Binding: Paperback
• 488 pages

About the Author
Stacy Simpkins is a Microsoft Certified Solutions Expert in SharePoint 2013. He has been working with Windows Server-based domains since 2005 and has been concentrating heavily on SharePoint since 2008. �He holds numerous certifications (e.g. MCITP EA 2008 Server, MCSA Server 2012, MCITP SharePoint 2010, and many more). He's worked with clients from various industries such as: the food industry, the legal industry, and the federal government. He enjoys spending time with his family, learning about technology, and taking in the occasional hockey game. �

Most helpful customer reviews

1 of 1 people found the following review helpful.
Good for entry level only
By Amazon Customer
All this book tells is how to create 5 Virtual Machines and install Sharepoint. Its good for someone who is a novice. Not recommended for mid to expert level admins. There are no references on how to integrate Office Online server, kerberos delegation, powerpivot, ssrs - sharepoint features etc.

0 of 0 people found the following review helpful.
Printing of this text is horrible!
By Craig Sanders
This manual was not quite what I was expecting. Also the printing on my copy is way too light. The text includes a lot of great screenshots, but many of them are blurry, light and not readable.

0 of 0 people found the following review helpful.
A must have book!
By bahareh
If you work in IT or you're passionate about learning SharePoint this book should be in your library. I love how precise and�easily understandable this book is. I used this book to set up my personal SharePoint lab on my laptop. I have been working with my SharePoint farm for the last couple of month without experiencing any issues. No need to mention that I learned tons of stuff that helped me grow in my career oath. Thank you Stacy for writing such an amazing book. I can't wait to see more books from you!

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