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Instructor, PACE-IT Program – Edmonds Community College
Areas of Expertise Industry Certifications
PC Hardware
Network Administration
IT Project Management
Network Design
User Training
IT Troubleshooting
Qualifications Summary
Education
M.B.A., IT Management, Western Governor’s University
B.S., IT Security, Western Governor’s University
Entrepreneur, executive leader, and proven manger
with 10+ years of experience turning complex issues
into efficient and effective solutions.
Strengths include developing and mentoring diverse
workforces, improving processes, analyzing
business needs and creating the solutions
required— with a focus on technology.
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– Best practices for professionalism.
– Dealing with difficult situations.
– Customer confidential material.
PACE-IT.
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Use the appropriate language.
Avoid the use of jargon
and acronyms.
The level of technical detail should
be suited to the customer’s level of
knowledge. Take the time to explain
terms when required.
Maintain a positive attitude.
A positive attitude goes
a long way.
You’re the one who gets to choose
your attitude. A positive attitude
goes a long way toward making the
customer feel better about a bad
situation.
Listen.
Listen carefully and
don’t interrupt.
A good technique is to restate the
problem or issue in your own words
to ensure that there is proper
understanding.
Communication and professionalism.
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Be culturally sensitive.
Your words and actions
may offend—be aware.
Different cultures have different
taboos in the workplace. The wise
technician knows this and adapts to
the situation.
Be on time.
Be respectful and don’t
be late.
Eight o’clock doesn’t mean 8:05. If
being late is going to be
unavoidable, call or notify the
customer as soon as possible.
Avoid distractions.
Focus on the customer’s
problem or issue.
You are there to resolve the
customer’s issue or problem, not to
do anything else.
Communication and professionalism.
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Avoid distractions.
Silence your cell phone.
Why irritate the customer by taking
unnecessary phone calls. When
dealing with customers, leave your
cell phone in your pocket on silent
mode.
Avoid distraction.
Co-workers can be a
source of distraction.
Minimize the interruption by your co-
workers by letting them know you
are busy. Focus on the issues at
hand.
Avoid distractions.
Personal interruptions
should occur rarely.
Your personal issues have nothing
to do with resolving the customer’s
issues.
Communication and professionalism.
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– Avoid arguing or being defensive.
» No one wins an argument; they only lose.
» Being defensive closes down opportunities to improve.
– Don’t minimize customer problems.
» The problems are of major importance to them.
» Their issues are yours to resolve.
– Avoid being judgmental.
» They don’t have your knowledge; if they did, you wouldn’t be
there.
» No one likes being judged; be respectful and courteous.
– Clarify the customer’s statements.
» Ask open ended questions (not yes or no questions).
» Narrow the scope; focus on the real problem, rather than the
symptoms.
» Stay focused on resolving the problem.
Communication and professionalism.
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– Set and meet expectations to help avoid
difficult situations.
» If applicable, offer different repair and/or replacement options.
• Can concern amount of cost.
• Can concern amount of time.
» Provide proper documentation.
• Document the repair process thoroughly.
• Document services provided thoroughly.
» Properly communicate the process.
• The customer should always know at which point in the
process the fix is.
• There should be no surprises for the customer.
» Follow up to verify satisfaction.
• Whenever possible, check back with the customer at a later
date.
Communication and professionalism.
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– Remember, the data is not yours.
» Return it to the owner when found.
» Unless directed by the owner, you should not go through it.
– Don’t talk about it.
» Discretion is key.
• A lack of discretion can lead to termination or, in some cases,
even prosecution.
– Give customers an opportunity to save
their data.
» While a reboot will solve many problems, it can create some as
well.
Communication and professionalism.
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Communication and professionalism.
Avoid the use of jargon and technical terms. Always maintain a positive
attitude. Listen carefully and avoid interrupting. Be culturally sensitive to
those around you. Be respectful and be on time. Strive to avoid all
distractions.
Topic
Best practices for
professionalism.
Summary
Avoid arguments and being defensive or judgmental. Do not minimize the
problem. Clarify customer statements. A good method of dealing with
difficult situations is to avoid them by setting clear expectations. Offer
different options when appropriate. Provide proper documentation and clear
communication. Always follow up.
Dealing with difficult
situations.
Remember that the data is not yours; return it to the owner when you find it.
Discretion is a major key in dealing with confidential material. Always give
customers an opportunity to save their data.
Customer confidential
material.
15. This workforce solution was 100 percent funded by a $3 million grant awarded by the
U.S. Department of Labor's Employment and Training Administration. The solution was
created by the grantee and does not necessarily reflect the official position of the U.S.
Department of Labor. The Department of Labor makes no guarantees, warranties, or
assurances of any kind, express or implied, with respect to such information, including
any information on linked sites and including, but not limited to, accuracy of the
information or its completeness, timeliness, usefulness, adequacy, continued availability
or ownership. Funded by the Department of Labor, Employment and Training
Administration, Grant #TC-23745-12-60-A-53.
PACE-IT is an equal opportunity employer/program and auxiliary aids and services are
available upon request to individuals with disabilities. For those that are hearing
impaired, a video phone is available at the Services for Students with Disabilities (SSD)
office in Mountlake Terrace Hall 159. Check www.edcc.edu/ssd for office hours. Call
425.354.3113 on a video phone for more information about the PACE-IT program. For
any additional special accommodations needed, call the SSD office at 425.640.1814.
Edmonds Community College does not discriminate on the basis of race; color; religion;
national origin; sex; disability; sexual orientation; age; citizenship, marital, or veteran
status; or genetic information in its programs and activities.
