Blog Archives

Damaged Goods: A Journey to Heal and Combat Sexual Assault

Damaged Goods: A Journey to Heal and Combat Sexual Assault

Book Description
Author: Julie L. Mohr
(ISBN 978-0974080888)

Sexual assault is an all too common occurrence in society. In this book, I provide insight into the mind and wavering emotions of the victim. As a victim of sexual assault, I feel compelled to share the voice of victims in a very personal way. I began writing poetry in the third grade. I was eight when I took pencil to paper and wrote my first poem. For decades, I wrote poetry with an electric typewriter and carefully placed each poem in a three-ringed binder. The earliest poems never even had a title, only a number. I rarely ever shared my poetry with anyone. It was the secret chronicle of my life. For many years after my assault, I struggled with the feeling of being damaged goods or less than whole. A significant part of who I am was taken from me in my formidable years. As a victim, I used my poetry as a mechanism to voice my feelings. The poems deal with the all too common feelings of victims including low self-esteem, fear, worthlessness, anger, revenge, and even death. Poetry was a way to deal with the feelings I had that I was pressured not to share publicly. Now nearly five decades later, I feel compelled to put the compilation in print. This book represents a lifetime of poetry and my very personal journey to deal with and recover from sexual assault. It includes a letter I sent to my attacker where I was able to find forgiveness as part of my recovery. If this book does anything, it provides insight into the damage that is caused and the prolonged effect of that damage. We must begin the process of healing and help victims to get the support they need to live productive lives.

Price: $44.99

Available on Amazon in Print

The Help Desk Audit: Blueprint for Success

The Help Desk Audit: Blueprint for Success

Book Description
Author: Julie L. Mohr
(ISBN 0-9740808-0-2)

Every help desk manager faces support environment challenges that require an in-depth understanding of industry best practices and support enhancement strategies.This book will help you to conduct an audit of your help desk to determine maturity across 17 identified areas of importance in the structure, people, processes, technology and customers.

The identification of problems and the development of enhancement projects is part of the help desk manager’s job. Often the daily routine of managing staff, resources and time does not permit the help desk manager with the opportunity to spend unlimited resources to make support environment enhancements. The development of improvement strategies must quickly identify a problem, create a solution and implement within a short timeframe.

The goal of the help desk audit is to explore your current support environment and compare that environment to best practices within the support industry. After each comparison or audit, you will read about ideas on how to align your support organization with best practices and improve overall services to your customers.

This workbook has a series of audits that you will perform. Each audit requires you to answer a series of questions and then score yourself based upon your answers. From your score, you will have a maturity rating. Each maturity rating has suggestions that you should implement in order to achieve a higher maturity rating. This process of auditing your help desk will be effective only if you answer every question with complete and honest disclosure. Each audit will require about 15 minutes to complete. Following the step-by-step improvement strategy, you can develop a plan and implement that plan quickly.

Table of Contents

  • The Help Desk Audit Process
  • Block 1: Help Desk Foundation
    • Help Desk Mission/Vision
    • Help Desk Structure
    • Products and Services Provided
  • Block 2: People
    • Help Desk Staff
    • Performance Metrics
    • Training & Staff Development
  • Block 3: Process
    • Call Handling
    • Incident Management
    • Incident Escalation
  • Block 4: Tools
    • Tools & Technologies
    • eSupport & Knowledge Management Enhancements
  • Block 5: Customer Management
    • Service Level Management
    • Customer Satisfaction Measurement
    • Customer Communication Process
  • Overall Help Desk Maturity Rating

Price: $59.99

Available on Amazon in Print

Available on Amazon Kindle

Available on LuLu

The Help Desk Dictionary

The Help Desk Dictionary

Book Description

Author: Julie L. Mohr

(ISBN 978-0974080857)

Believe it or not! A parent-child relationship has nothing to do with Freud, a jump and run has nothing to do with COPS, a hot swap has nothing to do with reality TV and a hub is not a member of your family. Take it from this guru, common ordinary words mean something completely different to us techies. The Help Desk Dictionary has captured nearly 1000 eclectic terms from the technical to generally accepted slang. If it has something to do with help desks, we define it and re-define it in The Help Desk Dictionary. The Help Desk Dictionary is an indispensable resource for help desk managers, technical analysts and IT managers who need a definitive source of industry service and support terms. The book defines key metrics, support models, certifications, industry organizations, service management methodologies, and technical terms from the desktop through the network all the way out to the WWW. Standardize the IT lingo in your organization with this addition to your information technology library!

Price: $39.99

Available on Amazon in Print

© 2018 - IT Gap Press