Includes detailed, practical recommendations for structuring and operating a support organization. This book will be invaluable to managers whether they are building a support organization from scratch, or seeking to improve an existing operation.Covers all the major principles of designing a customer-focused support operation. Describes call management models and implementation. Presents techniques for measuring support center performance. Shows how to develop the right support structure and support programs for your organization. Considers the role of outsourcing. Discusses how to manage support people -- and manage the resolution of software bugs. Compares tools for software support. Shows how to involve the support organization in new product planning, training and testing. Includes sample user's guide, checklists for resolving calls, determining staffing levels, and cost-justifying a support center budget. Managers, executives and support engineers involved in software support.

The Art of Software Support: Design and Operation of Support Centers and Help Desks

Science & Math

Farrell, Richard

Tourniaire, Francoise

Mathematics

PRENTICE/HALL

"Blunt and honest...A stunning piece of work." T.J. English 
"Deeply moving. . .What s Left of Us is a rush of blood to the head and heart, the kind only true art can deliver." --Andre Dubus "An amazing story not just of survival, but redemption." Mary McGarry Morris Richie Farrell grew up in a working-class Irish neighborhood in Massachusetts. To overcome a birth defect, his father pushed him to become a star athlete, grooming him for Notre Dame. Sometimes, he would use a belt as a learning tool. Once, he used an electric carving knife... The headline read Crippled at Birth: Farrell Now Grid Star. A month later, I tore up my knee and fell in love with pain medication. By time he was thirty, Richie was a heroin addict, stealing from friends, shooting up during visits to his children, living in abandoned mill buildings, running from the shameful secrets of his family. Hopeless and in pain, he attempted suicide. When that failed, he was ordered to detox. He looked at me. Be honest, he said, or you'll be on the street in 15 minutes. Jail, death, or honesty. You choose." In this harrowing, astounding memoir, Richard Farrell chronicles a life of desperation, violence, lies and the pure oblivion of heroin. A gritty, hauntingly written tale of a descent into hell and a slow, uncertain climb out of it, What's Left Of Us is a true story of redemption: of how low a man can get, and how hard he must fight to escape a shattered life... "[Farrell] carries you on this rollercoaster ride of ugliness and beauty. Don't miss it. Phyllis Karas Richard Farrell is an author, filmmaker, teacher, journalist, and adjunct professor of English at the University of Massachusetts in Lowell. His documentary, High on Crack Street, was aired on HBO and received Columbia University's duPont Award. The Fighter, a feature film based on High on Crack Street, will be released in 2011 staring Mark Whalberg, Christian Bale, and Farrell playing himself. He is the co-author of A Criminal and an Irishman: The Inside Story of the Mob-IRA Connection. He makes his home in Milford, New Hampshire.

What's Left of Us

Health, Fitness & Dieting

Addiction & Recovery

Citadel

Tovar is like any other child of Galmer, exploring the land and conjuring up fantastical worlds in his imagination. But when tragedy strikes, he must now face life no longer as a child, but as a man. His journey through the years brings danger, death, and crippling loss. An embittered old man, Tovar slogs through a life of monotony until a young boy, Masi, befriends him … and everything changes. When Masi is stolen away by the Great Owl, Bhado, Tovar decides that he will not lose someone again. Enter a realm of sinister monsters, giant spiders, evil kings, and otherworldly creatures and join Tovar as he rekindles his childlike passion for adventure and comes to understand a truth that age and tragedy had buried away deep in his heart.

Tovar

Teen & Young Adult

Literature & Fiction

Accelerator Books

Paddle Shots: A River Pretty Anthology, Vol. 2 is a commemorative look at past and present attendees and visiting writers of the River Pretty Writers Retreat, held biannually in southern Missouri.

Paddle Shots: A River Pretty Anthology, Vol. 2

Busby, Lee

lulu.com

A Criminal and an Irishman is an incomparable account of Pat Nee's life as an Irish immigrant and Southie son, a Marine, a convicted IRA gun smuggler, and a former top associate of Whitey Bulger's. His narrative transports the reader into the criminal underworld, inside the planning and preparation for an armored car heist, inside gang wars and revenge killings. Pat Nee details his evolution from tough street kid to armed robber to dangerous potential killer. He discloses for the first time how he used his underworld connections and know-how as a passionate and effective IRA operative. For years law enforcement and the media have speculated about important events with Pat Nee near or at their center: the Mullen-Killeen gang war for control of South Boston, the Valhalla smuggling operation (seven tons of heavy weapons aboard a fishing boat from Gloucester, Massachusetts, bound for Ireland), the murder of John McIntyre, and many other episodes. Pat NeeÕs stories are sometimes dark and brutal, but they shed light on the world in which we live, and are stories that only he can tell.

A Criminal and an Irishman: The Inside Story of the Boston Mob-IRA Connection

Politics & Social Sciences

Nee, Patrick

Blythe, Michael

Social Sciences

Steerforth

Former rival and associate of James "Whitey" Bulger tells all. After returning from Vietnam where he served as a combat Marine, Pat Nee fought a gang war against Whitey Bulger. When members of Nee's Mullen gang killed the leader of Bulger's Killeen faction, Nee arranged for the dispute to be mediated by Howie Winter and Patriarca crime family captain Joseph Russo. The two gangs joined forces, with Winter as overall boss. When Winter was convicted of fixing horse races in 1979, Bulger became leader, and Nee responded by concentrating his energy on raising money and smuggling guns to the Provisional IRA. Disgusted by Bulger's brutality, and increasingly focused on the Irish cause, Nee distanced himself from his former ally. Ultimately it was revealed that, for years, Bulger had served as an FBI informant. A Criminal and an Irishman is the story of Pat Nee’s life as an Irish immigrant and Southie son, a Marine, a convicted IRA gun smuggler, and a former violent rival and then associate of James "Whitey" Bulger. His narrative transports the reader into the criminal underworld, inside planning and preparation for an armored car heist, inside gang wars and revenge killings. Nee details his evolution from tough street kid to armed robber to dangerous potential killer, and discloses for the first time how he used his underworld connections and know-how as a secret, Boston-based operative for the Irish Republican Army. For years Pat smuggled weapons and money from the United States to Ireland – in the bottoms of coffins, behind false panels of vans – leading up to a transatlantic shipment of seven and a half tons of munitions aboard the fishing trawler Valhalla. No other Southie underworld figure can match Pat’s reputation for resolve and authenticity.

A Criminal and An Irishman: The Inside Story of the Boston Mob - IRA Connection

The Falling Woman: A Novel

"This is the kind of novel I like best . . . Great writing, great plotting, and a thoughtful plumbing of what makes us human." --B. A. Shapiro, bestselling author of The Art Forger and The Collector's Apprentice First, it's just a barely believable rumor: one person may have survived the midair explosion of a passenger jet on a cross-country course from Washington, DC, to San Francisco. But soon she becomes a national media sensation when "the Falling Woman," as the press dubs her, is said to have been taken to a Wichita hospital--and then to have disappeared without a trace. As a dedicated National Transportation Safety Board agent joins the search for clues, he becomes drawn into the woman's moving and personal fight to keep secret the story of her survival, even from her own family, and possibly at risk to his own career.&nbsp; The Falling Woman is a novel that asks compelling and controversial questions about the value of life and what should be sacrificed in the name of love.

Genre Fiction

Algonquin Books

“This is the kind of novel I like best . . . Great writing, great plotting, and a thoughtful plumbing of what makes us human.” —B. A. Shapiro, bestselling author of The Art Forger and The Collector’s Apprentice\nFirst, it’s just a barely believable rumor: one person may have survived the midair explosion of a passenger jet on a cross-country course from Washington, DC, to San Francisco. But soon she becomes a national media sensation when “the Falling Woman,” as the press dubs her, is said to have been taken to a Wichita hospital—and then to have disappeared without a trace.\nAs a dedicated National Transportation Safety Board agent joins the search for clues, he becomes drawn into the woman’s moving and personal fight to keep secret the story of her survival, even from her own family, and possibly at risk to his own career. \nThe Falling Woman is a novel that asks compelling and controversial questions about the value of life and what should be sacrificed in the name of love.

See the best price to sell, buy, or rent books by Farrell, Richard. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Farrell, Richard

See the best price to sell, buy, or rent books by Farrell, Richard. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

The Art of Software Support: Design and Operation of Support Centers and Help Desks

What's Left of Us

Tovar

Paddle Shots: A River Pretty Anthology, Vol. 2

A Criminal and an Irishman: The Inside Story of the Boston Mob-IRA Connection

A Criminal and An Irishman: The Inside Story of the Boston Mob - IRA Connection

The Falling Woman: A Novel

The Falling Woman: A Novel