Technical mastery can go far, but to truly provide top-notch service empathy is a must. We've all experienced those confused moments of frustration when a computer system or app doesn't behave as expected. When someone is in need of friendly and knowledgeable support, I can empathize with their struggle and defuse frustration all while providing much-needed guidance. I provide support to people of all skill levels, and can adjust my approach accordingly. This is crucial when fielding technical questions from end-users, because everyone has their specialty and computer systems are mine.