Education Career Services

August 31, 2009

Repaving and Resurfacing the Resume Road: Part II

The following was submitted by Kimberly Sarmiento.  Kimberly recently published a career management book covering the in’s and out’s of cover letter development.  She is also a writer for Education Career Services.  The first part of the submission was presented on Friday.  Please refer to the previous posted submission.  I’m confident you will find her submission to be helpful…

August 31Prove you are a Safe Driver:

The appearance of job-hopping can trigger a lot of concerns for a potential employer.  If you have been employed at several locations in a short period of time, there are a few ways you can mitigate the appearance of being a flake.

First off, you do not need to include every position you have held.  If you left one job at the end of 2007, held your next position from April to July of 2008, and then took another job in September of 2008 and currently hold that job – you can omit the middle position without showing a gap in your employment (remember we are using only years – not months).  So unless that position adds value to your resume, leave it out.

Secondly, if you can group employment under one label – do so. For example, if you have sold real estate for ten years for multiple agencies, you could do the following:

Real Estate Agent     (1999-2009)
homes-to-go (1999-2001) ▪ home must sell (2002-2004) ▪ buy a home today (2005-2007) ▪ sell today (2008-2009)

This can demonstrate a continuous career path even in the face of changing-jobs.

Finally, changing jobs can be due to career advancement. There may be times when you will want to mention: Recruited to or Hired to establish in a line underneath your position to show that your change of positions is a reflection of your talent.  Just be prepared to discuss any questions your employer may have about loyalty and commitment in your interview.

So to recap, even if you are on a career path that needs to be repaved and resurfaced, you can still produce a resume and cover letter that paints you in the best possible light.  Always be truthful in your resume and answer all interview questions honestly, but use the above tips to give you an edge.

Danny Huffman, MA, CPRW, CPCC, CEIP
Education Career Services:
Career Services International:


August 28, 2009

Repaving and Resurfacing the Resume Road

The following was submitted by Kimberly Sarmiento.  Kimberly recently published a career management book covering the in’s and out’s of cover letter development.  She is also a writer for Education Career Services.  Given the length of her submission, I will present the first half today and will then follow-up with the conclusion on Monday, August 31st.  I’m confident you will find her submission to be helpful…

August 28Some clients have a direct progression in their employment history.  Their career path is like a long stretch of freshly paved interstate, no speed bumps, no pot-holes, and no off-ramps.

But there are others out there, including myself, who have more interesting employment histories.  Our career path is like a county road with large divots and plenty of side streets – we might even switch to dirt road and back to blacktop again. 

These types of resumes may need to address frequent job changes, seemingly unrelated positions, and time off for personal reasons.  That’s ok!  You don’t have to drive along an employment interstate to have plenty to offer a potential employer.  You just have to know how to make the scenic drive look as appealing as possible. 

Fill in Pot-Holes:

The consensus of the three major resume writing associations is that years are enough for your employment history.  So right from the start, you can eliminate “holes” in your resume if you went unemployed for a few months by just using your starting and ending year.

Don’t Do:         Most Recent Position: Employer: March 2009-Present.
                        Previous Position: Employer: Jan. 2004- April 2008

Do:                   Most Recent Position: Employer: 2009-Present
                        Previous Position: Employer: 2004-2008

Connect the Dots:

Seemingly unrelated positions, particularly those that appear unrelated to the position you are applying for may give a hiring manager a reason to overlook your resume.  That is why it is best to lead with accomplishments – not your job history.

When you begin your resume by highlighting your skills and accomplishments, you show right from the start that you are qualified for the position you seek.  It doesn’t matter if you achieved market growth while working as an underwater basket weaver and you are now applying for a business development position.  If you have the figures and data to back up your claims, that it what will sell you to your potential employer.

Keep the Road Going:

Having spent several years as a stay-at-home mom, I am familiar with the gap that can leave in your resume.  Hopefully, you will have spent some time working in a volunteer capacity or in part-time or freelance positions that will keep your resume current. 

NOTE: If you are in the middle of taking time off for personal reasons – pursue opportunities now – education, volunteer, or part-time – that will reflect well in your resume when you return to work full-time.

If you have, then use these positions to create a continuous, if unconventional, career path.  If you have not, then you will need to address these gaps in your resume during your interview so be prepared to discuss why your skills are still sharp and what you have learned during your time off that will add to your value.

Once again, leading with your accomplishments will be an invaluable strategy if you are in this position.  You do not need to identify a time frame for you key bullet points.  You simple need to show the action you took and the results.  If you saved a company $2M and increased revenue $10M, it really doesn’t matter if it happened five years ago – those are still results you should own and spotlight.

On the 31st Kimberly will take us to the next level: Proving you are a safe driver.  Until then, let me hear from you and if you have specific questions or topics you would like covered, give me a shout.

Danny Huffman, MA, CPRW, CPCC, CEIP
Education Career Services:
Career Services International:

August 26, 2009

What’s the goal of a résumé anyway?

August 26The other day I was going through résumé revisions with a client and got the comment, “This reads like a marketing piece.”  Believe it or not, this is the best approach.  According to the American Marketing Association, the term “marketing” refers to the “activity or process of creating, communicating, delivering, and exchanging offerings that have value.” 

What’s the goal of a résumé anyway?  This may be a surprise to many, but the goal is to convince the audience that you’re the best fit for the position.  In this sense, it’s important to position yourself as someone of value above the competition.  Think about it, marketing is meant to be catchy, persuasive, and compelling.  Why not present your experience and skills that way?

A mistake people make is providing too much information or not enough.  Difficult as it may seem, the idea is to come up with a balance between too much and too little.  There are many techniques to gain balance.  As such, I suggest you introduce your skills with a brief branding statement without burdening the reader and provide examples to back it up.  Break it up into sections for easier navigation.  And most importantly, don’t bog the reader down with mundane details or responsibilities that are implied for someone within your field, position, or degree/diploma.

The point of your material is to demonstrate how you do your job and do it better—ultimately, how you impact the bottom-line.  Think of it from your own experiences with marketing.  If you look at two different marketing pieces—which one would you be more inclined to go with?  The one that’s plain and looks like every other piece of advertisement or the one that’s innovative and gets right to the point?  Ultimately, the hiring decision-maker is your customer and you are trying to sell your skills.

As everyone has heard before, the point of a resume is to get you in the door for an interview.  What happens next?  Recently, I was asked for a last-minute resume for someone who was having their first “real-world” interview coming up after having finished college the month before.  She was going in for a phlebotomy/registrar position and what I had to work with was her experience as an esthetician in a beauty salon and (luckily) a little bit of hospital volunteer activity.  Connecting her client interfacing skills with patient interaction, I was able to give her a unique spin.  However, during the interview, the interviewer, résumé in hand, asked, “So, how will your past experiences apply to this position?”  She hesitated because she honestly wasn’t sure. 

Being prepared and knowing your stuff is critical when going in for that first interview.  Keep in mind that no two positions are exactly the same.  This requires you to identify and understand your transferable skills from position to position and from company to company.

Think of yourself as a value-add product and start marketing.  Oh, as with any marketing initiative, that means doing your research and being prepared to back it up.  No matter how compelling a résumé is, going in for the interview prepared is your chance to close the deal.

Sigmarie Soto, CPRW
Senior Writer
Career Services International
Education Career Services

August 24, 2009

Résumé, Accomplishments Vs. Duty Statements

Question and AnswerA few weeks ago a question of interest was posted and the following is my opinion.  No doubt several individuals will differ from my opinion but it may be a good forum to throw ideas back and forth.  Let’s take a look at the question, details, and my response:

Question: “More duty statements and less accomplishments or more accomplishments and less duty statements on a résumé?”

Details: What are recruiters, HR, and hiring managers looking for? Is there a difference between roles? I’m seeing a lot of résumé that look more like grocery lists with little if no accomplishments. Is it important to list every duty a person has performed?

It’s all about value and developing a sense of trust in the candidates ability to get the job done. Being a professional writer and career coach, I encourage students as well as seasoned executives to focus on accomplishments in a STAR method. STAR= Situation, Task, Action, and Result.

In other words, your marketing material (portfolio, including your resume and cover letter) must depict a story in which the reader can identify with. This story varies from position to position, from industry to industry, and from person to person. Overall, not an easy task to accomplish but you don’t have to take the road alone.  If you are a current student, take portfolio and professional development classes and always work with your career services department. For the executive, there are great services out there to help you or to do all the work.

As a professor, I often explained to students that simply “claiming” to be the very best by way of duty statements is nice but, without support, this claim will not mean a thing for the reader. In other words, one must provide a balance (leaning toward metric-based proof) between a claim to be the right candidate and the proof (or support) of the claim.

To bring this to a conclusion, a list of duties is useless without proof.  Unfortunately, HR, recruiters, and hiring managers often look for different elements. HR and recruiters are more prone to like a list of duties in a chronological format whereas hiring managers are more interested in the immediate value you will bring to a particular position. For the hiring manager, metric based is the way to go and the format recommended by the top three career management associations in the US is semi-functional; NOT chronological (but format is a whole new subject and not for now).

Ask any professional writer, writing a resume is much like writing poetry (perhaps this is the reason why an excellent resume writer charges up to $2,000 a pop–and well worth it). When developing your marketing material, as in poetry, each word is included for a specific and relevant reason.  Each claim and each accomplishment must also be scrutinized for it’s purpose, value, and semantic meaning.

In the end remember a resume is not the tool which will land you the job…a resume lands you an interview. For students, partner with your career services department for additional support and their lending hand. For a seasoned executive, don’t go about writing alone and partner with a company you can trust.  Together, prioritize your value to match the position, company, and requirements and you will find success. On this note, if you would like a quick review or assistance in any way, let me know…it is what I do.

Danny Huffman, MA, CPRW, CPCC, CEIP
Education Career Services:
Career Services International:

August 20, 2009

Cover Letter help and “MUST Do’s”

As Danny pointed out in a previous blog post, personalization is key in the world of cover letters.  While it requires a bit more effort, the results more than make up for it.  But even for those who are sold on tailoring each letter to its audience, there are still sticky questions regarding how to achieve your communications goals.

First, a few “musts” about cover letters:

•  You MUST present a compelling reason to review your resume.  If your first four sentences don’t make me long to see your resume, you’re already out of contention.

•  You MUST be short and to the point.  If blocks of text make your letter look like a chore rather than a light introduction, my attention has already turned to other candidates.

•  You MUST address my needs.  If I read your letter and don’t immediately know where you fit in my organization and what value you can deliver in such a role, you won’t hear from me.

Auguest 22 AmyYes, it’s a tough hurdle to jump in writing a convincing cover letter that—dare I say it?—still shows a bit of your personality.  Following are the answers to some frequently asked questions I receive from clients:

•  How do I address my cover letter?  Please, at all costs, avoid “Dear Sir or Madam.”  Find a name, a title…do anything but resort to this lavender-scented archaism!

•  How do I reflect information from a job posting?  With anything but a parrot’s sensibilities!  If I write that I am looking for a proactive, go-getter with great client service skills, NEVER write in your cover letter that you’re a proactive, go-getter with great client service skills.  I’m going to receive 100 letters that use precisely that formulation.  Get the message across, but do it in your own way…and back the statement up with your own achievements.

•  How do I write a letter to existing network contacts?  Once you have a great cover letter for “cold call” situations, reworking it for contacts you know shouldn’t be too tough.  Keep in mind, your friend or acquaintance will likely forward your letter and resume to the folks doing the hiring, so the achievement-focused language should stay the same.  Rather than soften it up, consider your opening and closing.  Where can you insert references to your relationship, a recent conversation, or other mutual interest?  How can you make your call to action specific to what this individual has to offer?  Consider asking contacts for a meeting to discuss opportunities they might be aware of or for the favor of forwarding your resume along to their networks.

I have more than one cover letter.  Do I need more than one resume?  In my experience, multiple versions of a resume rarely serve a candidate well.  One document reflects the core of what you offer, while the others are generally offshoots, less well defended and less effective overall.  If you are one-part creative director, one-part marketing director (as I once was), it’s better to reflect this in your resume than to create two separate documents.  By shorting one side, you’ll find you present yourself as only half a creative director rather than creative director with value-add marketing skill.

A well-written cover letter serves a myriad of purposes.  At the most basic level of customization, it can highlight the posting to which you’re responding or the particular position you are applying for within an organization.  The best-of-breed letters, however, provide the lens through which to view the resume, underscoring the most relevant details and tying them together in a narrative package that says something no one else can. 

Amy Lorenzo, CPRW
Career Services International
Education Career Services

August 18, 2009

Sorry Tony, Some Things do End

August 18During a recent annual doctor’s visit, I had the pleasure of hearing (how many times now?) I needed to lose 25 pounds.  Nothing new to me and perhaps this time I will actually do what it takes to become leaner.  Last night I had a vision about the economic atmosphere and began drawing parallels between my weight and our global employment crisis.  Wondering if such a correlation exists, I propose the following:

For the past ten years I did not worry about what I ate or the amount or what I ate.  Oh, those were the days of hot fudge, plenty of ice cream, lots of grease (who can resist onion rings?), and four meals a day.  Worries of larger sized britches and an increasingly uncomfortable lower back were placed on the back burner.  In reflection, it seemed as if my body could handle everything without consequence (okay, so a pound or two crept up as the months and years flew by).  Unfortunately, Tony Curtis’ song forgot things do end… 

           Those were the days, my friend
           We thought they’d never end
           We’d sing and dance forever and a day
           We’d live the life we’d choose
           We’d fight and never lose
           For we were young and sure to have our way

Sorry Tony I realize you just turned 84 (two months ago) but I am getting close to 50 years of age and it’s time to realize (and sacrifice) for the error of my dietary ways. 

Ten years ago the global economy and employment rate was going better than good.  Heck, we had it all, low unemployment, impressive industrial growth, and just about everyone was purchasing a home (or getting ready to).  Yep, those were the days of gluttony without worry of consequence.  Without doubt, those were the days…

So many were young not only in years but in experience; but ten years has a way of creeping on in a blink.  Over the past ten years we accrued a great deal of excessive fatty tissues from which to rake up credit card debt on the promise that tomorrow would exceed the profits of yesterday.  Where’s Tony when we need him now?

Yep, it was a good run and we ate, and ate, and then ordered dessert in a fight we thought we would never lose while the band played in the background!

Today, our economy, employment, and overall health are paying for the excesses of song and dance.  No longer are we experiencing the days of all you can eat buffets (metaphorically).  Rather, businesses, families, and just about everyone must go on a diet, some due to health reasons, some due to economic circumstance, and some due to a combination of both.  Will this be as fun a ride as we experienced in the not too distant past?  I’m not sure but I do realize there are positives and opportunities in all challenges; either way I can always watch reruns of Spartacus.

Last night I had the pleasure of dining out (just another way of contributing to economic growth via spending) and carried a new approach to the table.  Elaine and I shared a main entrée as the issue of excess (and the constant nagging from my doctor) flooded our minds.  After the meal, both of us were comfortable; neither stuffed to the gill (in my typical fashion) and neither feeling guilty about the evening. 

Being lean does not mean being without pleasures or being in jeopardy.  This morning I jumped on the scale and noticed two ounces missing…a good start.  Thinking about our economy and employment rate, perhaps chipping away two ounces at a time can be a lesson we all can share.  After all, have you noticed the sense of entitlement in every crack and cranny of our existence?  Perhaps it is time to get back in shape, to shed a few pounds, to share a main entrée, to help others in need, to become less self-centered, and to become MORE human. 

My doctor probably did not intend for her request for me to place my weight in check to become an economic philosophical model, but it has.  Can you lose the weight, the excess, the sense of entitlement?

And one more thing while on the subject, Mr. Curtis, you will always remain one of the best…

Danny Huffman, MA, CPRW, CPCC, CEIP
Education Career Services:
Career Services International:

August 14, 2009

Thinking about relocating, pick wisely

August 14From the looks of latest trends, more and more people are moving from city to city in hopes of securing employment.  No doubt we all have contemplated such a bold move and many have taken their luggage to the next city.  Last week I had the luxury of visiting Chicago and then Dubuque, Iowa.  During the week in the two locations, I asked professionals, entry-level candidates, and family members what they felt about relocation.

Overall, family members throughout Iowa were pretty darn adamant about staying put.  Members at the MWACE convention were about 50/50.  While an instructor teaching professional development classes, most of the graduating students wanted to remain local while approximately 15% were interested in relocation.

Choosing where to relocate is never an easy decision as tangibles and the myriad of intangibles should be considered.  For many a key tangible when making relocation decisions comes down to money; leading us to a recent survey of selected metropolitan areas and their relative pay.  A total of 77 metropolitan areas were considered (for additional information and the complete article, refer to the source at

Using a scale where the Metropolitan area average pay = 100, the following cities relative numbers are as follows:

San Jose-San Francisco-Oakland, CA: 119
New York-Newark-Bridgeport, NY-NJ-CT-PA: 114
Boston-Worcester-Manchester, MA-NH: 111
Los Angeles-Long Beach-Riverside, CA: 109
Washington-Baltimore-Northern Virginia, DC-MD-VA-WV: 109
Chicago-Naperville-Michigan City, IL-IN-WI: 108
Philadelphia-Camden-Vineland, PA-NJ-DE-MD: 105
Atlanta-Sandy Springs-Gainesville, GA-AL: 100
Houston-Baytown-Huntsville, TX: 98
Dallas-Fort Worth, TX: 97

So, are you looking to change your landscape? If so, I encourage you to research average pay (and this is a good start) as well as housing, climate, etc. AND the intangibles of the trip.  Ultimately know that with each challenge comes great reward if…

August 12, 2009

College to career: Is the scale balanced?

August 12_2009Traveling the country to discuss career management issues and best practices with career directors, instructors, and staff is always beneficial on multiple layers.  The most recent trip to Chicago and the MWACE conference was no exception as the professionals I met and conversed with were not only informative (much of the great activities suggested will be incorporated into our career management material and textbook, allowing instructors and students to gain so much) but also went out of their way to show warmth in our attendance.

On the second morning of the conference, USA Today ran an article highlighting a recent graduate suing a university for not preparing her for a career defined by her inability to get a job (this after she paid $70,000 and countless hours to achieve her degree).  Needless to say, this was a “talk of the town” throughout the conference; leading one to ask:

“What should a college/university do to make sure they are doing all they can to prepare students for a college to career transition?”

The responses from the conference crowd were mixed while many expressed a sense of anger at the student for her aggressive litigation.  Personally (and I hope this does not upset any career directors out there), I am of the opinion that directing students to the Internet and having 30-second meetings is simply not enough…as the crowd now begins to stir with disapproval.

I am from the “old school” of brick and mortar where students learn by guidance and doing.  This means career management/professional portfolio classes, hard copy textbooks, student activities, mock interviews, etc. should not be replaced with click of the button approaches.  Think about it, learning by actually doing seems to have been replaced by the path most traveled (thus the easiest where instant gratification without due diligence is rewarded while the students sense of entitlement magnifies). 

For colleges and universities offering workshops, seminars, internships, externships, and professional development classes, fear of litigation is diminished as those colleges and universities have quantified student commitment to career success.  Does this mean more work for career directors by way of ensuring proper materials are being used and instructors (and administration) are on the same page? Yes, but only in the beginning of this journey.  For colleges and universities interested in curriculum and textbook development, I’ve been on all sides of the equation and will be glad to assist those desiring an objective and “been there” perspective.

Is the student mentioned in the USA Today article carrying forth litigation justified in her claim?  What do you think? More on this will be brought to you as the facts of the case unravel but I am interested in your opinion.

Danny Huffman, MA, CPRW, CPCC, CEIP
Education Career Services:
Career Services International:

August 11, 2009

The Power of Networking In Person

networkingAs Facebook, Plaxo, LinkedIn, and other such social/business networking websites take off, the incredible value of networking should be obvious.

The problem is, you can’t conduct all your networking online.  Don’t get me wrong, a LinkedIn account is a must for business professionals willing to make use of it (and DO; it’s becoming more and more effective for career placement).  We’ll examine this phenomenon closer in a future post, but for now, let’s look at face-to-face networking.

Getting an informational meeting with a professional in your career field can be extremely valuable even if it doesn’t result in employment right off the bat.  Find out about the company and industry; discover what they look for in a job candidate; most of all GET KNOWN BY PEOPLE WHO WILL BE HIRING, and NETWORK FROM THERE.   Never leave an informational meeting without asking for other people you can talk to that are knowledgeable and influential in the industry.  Consider the meeting to be a place where you can ask all the questions you need to get a job there (or somewhere the interviewer can send you).  “Do you know of someone here or within the industry who can use someone with my skills?”  This can be a very productive question.

So, how do you get informational meetings with people you don’t know?  The Networking Letter (NL).

The NL is a combination of your cover letter and resume.   Project your value by identifying your proposed profession and the skills/knowledge  you have to add value in such a position.  Then pull the “WOW” bullets from your resume (those items that best demonstrate your results and value) and include them in your NL with an stem sentence such as: “Please consider:”

Your closing paragraph should summarize your potential impact on the company and then ask for a meeting to discuss company goals, industry update, or any relevant request the addressee could address.  Do not ask for an interview or a job; you’re asking for information and an introduction. 

VERY IMPORTANT: The sign off should indicate that you will call them but they are welcome to contact you in the interim.  Then CALL THEM.  Do not attach a resume; bring it to the meeting.

At the meeting, hand them your resume to show you are a professional in the field and express your interest in the company.  Make it a conversation, not an interview.  Treat the person you’re meeting with as an adviser.  Ask questions, be up front that you’re looking for a position but mostly you want to learn about the company and get on their “radar screen.”    Ask for their card, ask if you can add them to your LinkedIn friends, and ask if they know someone who can use your skills.

Do plenty of these kinds of meetings (especially when you’re still in school!) and build your network.  Keep notes, send a Thank You card, and keep in touch.  A mutual professional and emotional investment created by occassional contact yields dividends.

Rob Swanson – Managing Writer – Career Services International and Education Career Services: and

August 7, 2009

Turn a No-Call into a Conversation: The Follow Up Call

The advantage of pitching to the unadvertised job market

You’ve submitted your resume and cover letter to the manager of a company you’re interested in working for… not for a specific posting but before there’s a posting.  You’ve done your homework; you know that 80% of the hiring happens on the unadvertised side of the job market and that only 20% of job seekers fish in those waters.  Further, you’ve researched who leads the department where you’re interested in working and you’ve sent a networking letter (next post, watch for it) or a cover letter and your resume.

And no one

Not a bad thing, necessarily, because you know the power of a follow up call and how to turn it to your advantage.   You dial the number (you’ve done great research, remember), and an administrative assistant answers the phone.  Here’s what you say:

You:  Hello, this is (your name).  Is (manager’s name) available?

Her:  What is this in reference to, please?

You: I would like to talk to him about our recent correspondence. 

This should be enough to get you through, if she wants to know what the correspondence is about, say:  “Don’t worry, I’m not a sales person; I recently sent Mr. X a letter about your department and said I would call.  May I speak with him please?”   If she asks you to leave a message, leave your name and number and the reason is your recent correspondence.  Then ask for a better time to call.  Ideally, you’ve been put through.  If so….

You:  Hello, sir, I am (your name).  I recently sent you a letter regarding my interest in learning about your company.  Do you recall receiving it?

Him:  I’m sure it’s around here somewhere.  Why don’t you remind me.

You:  I’d be glad to.  I am a (specify kind) professional and I would like to learn more about your company.  I was hoping I could come in talk to you about it.

Him: We’re not hiring right now.

You:  I appreciate that, sir; I’m not asking for an interview but an informational meeting to discuss your company and industry.   My research suggests you’re the best person to talk to about that at my level.  Do you have availability this week for me to come in and speak with you?

Him: Wait, you sent me your resume!

You: Yes sir, I wanted you to know that I am a serious professional and this meeting wouldn’t be a frivolous use of your time.   A lunch meeting or fifteen minutes or so would be plenty.  Is tomorrow too soon?

Obviously, a conversation can go many different directions.  The key to a follow up call is to never refer to your resume, but your correspondence or letter.  Steer it away from from an interview (threatening to a manager) and toward an informational meeting (flattering to a manager — their expertise is valued). 

The assumptive close, “would Tuesday be good?” brings it back to the topic at hand — getting a face-t0-face meeting — and inclines the manager to give a date that would work.

Be prepared, though.  The manager may ask to make the informational meeting right then on the phone (“let’s do it now, what would you like to know?”).  Be ready to launch into your elevator speech (a 15 to 30 second summary of your value), ask questions about the company goals, needs, and operations, LISTEN, and be close with “how do you see a professional with my background fitting in?  What can I do to prepare myself for a job here?  Do you see a value for me to come in and meet  you so if a good opening springs up you have someone of interest?”

BUT, if the manager does agree to a face-to-face (score!), get ready for the Informational Meeting… you guessed it, come back for that on a future post coming soon…

Rob Swanson – Writing Manager, Career Services International – ; Education Career Services,

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