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1. Name five ways to stay on top of your profession.
2. How and where can you obtain technical support?
3. What are the four categories of tools used by computer technicians?
4. Which files are essential to include in a software toolkit?
5. What are the five phases of troubleshooting?
6. How important is recordkeeping?
7. What are the three levels of technical support?
8. Why is it important to standardize equipment in large organizations?
9. What four stages should you go through when you receive a service call?
10. Describe some ways of coping with a difficult client or coworker.

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