CompTIA A+ Guide to IT Technical Support, Loose-leaf Version

Jean Andrews has more than 30 years of experience in the computer industry as well as more than 13 years of teaching in the college classroom. She has worked in a variety of businesses where she's designed, written, and supported application software. She has also managed a computer repair help desk and handled troubleshooting for wide area networks. Ms. Andrews has written numerous books on software, hardware and the Internet. In addition to this bestselling A+ GUIDE TO IT TECHNICAL SUPPORT, she's written the A+ GUIDE TO HARDWARE: MANAGING, MAINTAINING AND TROUBLESHOOTING. She lives in north Georgia. Joy Dark has worked in the IT field as a help-desk technician providing first-level support for a company with presence in 29 states. She has also worked as a second-tier technician in healthcare IT and as an operations specialist designing support protocols and structures, where her CompTIA A+ and HIT certifications have been particularly useful. As an instructor, Ms. Dark has taught online IT and has taught English as a second language in the United States and South America. She has helped write several successful technical textbooks with Ms. Andrews. Ms. Dark lives in northwest Georgia with her two daughters and pet Doberman. Jill West, a C.I.S. instructor at Georgia Northwestern Technical College, brings a unique cross-section of experience in business, writing and education to the development of her innovative educational materials. She has taught multiple ages and content areas using a flipped classroom approach, distance learning and hybrid teaching. Ms. West was particularly instrumental in piloting a flipped classroom program for learning support courses at North Georgia Technical College. In addition, she has provided educational counseling. She regularly presents at regional and national conferences and international webinars, frequently offering CompTIA certifications for students and train-the-trainer sessions for instructors. Ms. West and her husband, Mike, live in northwest Georgia with three children at home and one away in college.