Hi

Being a support engineer require to be updated about a vast array of support and research sources an sites. An article written by DougSymalla is worth Reading to learn how to use another Powerful Microsoft Support Site:

FixIt Center Pro

 

http://blogs.technet.com/b/askpfeplat/archive/2012/10/08/before-opening-a-case-try-fixit-center-pro-and-see-how-it-can-save-you-time.aspx

 

Enjoy!