CompTIA A+ Guide to IT Technical Support

Jean Andrews has more than 30 years of experience in the computer industry, including more than 13 years in the college classroom. She has worked in a variety of businesses and corporations designing, writing, and supporting application software; managing a help desk for computer support technicians; and troubleshooting wide area networks. Dr. Andrews has written numerous books on software, hardware, and the Internet, including the best-selling A+ Guide To IT Technical Support. She retired from writing computer science textbooks with the Eleventh Edition of this textbook. Dr. Andrews now lives in north Georgia, writing books about new paradigms for education and building character in life-giving communities. 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, a second-tier technician in healthcare IT, and an operations specialist designing support protocols and structures. As a teacher, Joy has taught online courses in IT and has taught English as a Second Language in the United States and South America. She has helped write several technical textbooks with Jean Andrews. She also creates many photographs used in educational content. Joy and her husband, Jason, live in northwest Georgia with their two daughters and two dogs. Pam Schmelz is a Professor and Dean for the School of Information Technology and the School of Business, Logistics, and Supply Chain Management at Ivy Tech Community College-Columbus, Indiana, where she leads cybersecurity and information technology initiatives. She brings nearly a decade of industry experience from a major engine manufacturer and more than 17 years of teaching experience in higher education. Pam holds multiple professional certifications, including CISSP, CompTIA Linux+, CompTIA SecurityX, Amazon Cloud Practitioner, Microsoft Azure AI Fundamentals, and Microsoft Azure Fundamentals. She is a strong advocate for applied, hands-on learning in IT education. Outside of academia, Pam is an active musician, performing trumpet with the Columbus City Band and the Sounds of Dreams big band. More information about her work and publications can be found at pamschmelz.com. Walter Jaqua has more than forty-five years of experience in the Information Technology industry, having founded several businesses and currently operates an IT and cybersecurity consulting practice. His work in technical training spans academic, corporate, and government sectors, with a focus on real-world, hands-on learning. He is widely recognized for his expertise in CompTIA certifications and has trained military personnel, veterans, adult learners, and high school students in certifications from CompTIA, Microsoft, Cisco, VMware, Amazon Web Services, and Oracle. As a Subject Matter Expert, he has contributed to CompTIA-aligned textbooks and courseware and authored or co-authored hundreds of assessment items, labs, and curriculum packages. He holds numerous industry certifications and is a CompTIA Instructor Network charter member.