CompTIA A+ Guide to IT Technical Support 11th Edition

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 Shelton 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. Shelton 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. Shelton lives in northwest Georgia with her two daughters and pet Doberman.

With more than 17 years’ experience troubleshooting and managing Information Systems for the Department of Defense and public sector, Nick Pierce teaches undergraduate through graduate level courses in the mid-Atlantic region. His experience in helpdesk operations along with troubleshooting global networks and RF communication systems, allows him to bring real world scenarios and experiences to the classroom. He regularly maintains his industry certifications and educates others in their pursuit of the same credentials. Nick lives in southeast Virginia