@book{30148,
	author = {Beisse, Fred,},
	title = {A guide to computer user support for help desk and support specialists.},
	publisher = {Course Technology, Cengage Learning,},
	year = {c2010.},
	address = {Boston, MA :},
	edition = {4th ed.},
	note = {CD-ROM title: HelpSTAR help desk software for A guide to computer user support. 5th ed.}
}