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I have worked in the IT industry since 1996, as a software developer, database administrator, computer technician, and a network and systems administrator. It is during my later years when I was presented with the opportunity to learn more about how different people feel about computers. I discovered that most, though not all, individuals feel that computers are strange and mysterious boxes, powerful yet fragile. It is then that I learned that when it comes to computer service, a gentle, informed hand and a bright, positive attitude yielded better results.