Eric Svendsen, Ph.D., is CEO of SCInc. He developed seminars and course materials for the first industry-accredited help desk certification. He has also consulting for hundreds of organizations. Svendsen is the author of several books, including "Presentation Skills and Accelerated Learning Techniques for Computer Trainers" and he regularly contributes to industry publications like Support Solutions magazine and LifeRaft magazine. More recently, he contributed to "A Guide to Computer User Support for Help Desk and Support Specialists, Third Edition."