IT Essentials Companion Guide v7

Introduction xxxiii

Chapter 1 Introduction to Personal Computer Hardware 1

Objectives 1

Key Terms 1

Introduction to Personal Computers (1.0) 4

Personal Computers (1.1) 4

What Is in a Computer? (1.1.1) 4

Electrical and ESD Safety (1.1.2) 5

PC Components (1.2) 6

Case and Power Supplies (1.2.1) 6

Motherboards (1.2.2) 12

CPUs and Cooling Systems (1.2.3) 16

Memory (1.2.4) 18

Adapter Cards and Expansion Slots (1.2.5) 25

Hard Disk Drives and SSDs (1.2.6) 28

Optical Storage Devices (1.2.7) 32

Ports, Cables, and Adapters (1.2.8) 34

Input Devices (1.2.9) 42

Output Devices (1.2.10) 50

Computer Disassembly (1.3) 53

The Technician's Toolkit (1.3.1) 53

Computer Disassembly (1.3.2) 53

Summary (1.4) 54

Practice 54

Check Your Understanding Questions 55

Chapter 2 PC Assembly 59

Objectives 59

Key Terms 59

Introduction to PC Assembly (2.0) 61

Assemble the Computer (2.1) 61

General and Fire Safety (2.1.1) 61

Open the Case and Connect the Power Supply (2.1.2) 62

Install the Motherboard Components (2.1.3) 65

Install Internal Drives (2.1.4) 69

Install the Adapter Cards (2.1.5) 74

Select Additional Storage (2.1.6) 81

Install the Cables (2.1.7) 84

Summary (2.2) 90

Practice 91

Check Your Understanding Questions 91

Chapter 3 Advanced Computer Hardware 95

Objectives 95

Key Terms 95

Introduction to Advanced Computer Hardware (3.0) 98

Boot the Computer (3.1) 98

POST, BIOS, CMOS, and UEFI (3.1.1) 99

BIOS/UEFI Configuration (3.1.2) 104

Electrical Power (3.2) 107

Wattage and Voltage (3.2.1) 107

Power Fluctuation and Protection (3.2.2) 109

Advanced Computer Functionality (3.3) 111

CPU Architectures and Operation (3.3.1) 111

RAID (3.3.2) 117

Ports, Connectors, and Cables (3.3.3) 119

Monitors (3.3.4) 135

Computer Configuration (3.4) 140

Upgrade Computer Hardware (3.4.1) 140

Configurations for Specialized Computers (3.4.2) 145

Protecting the Environment (3.5) 155

Safe Disposal of Equipment and Supplies (3.5.1) 155

Summary (3.6) 158

Practice 159

Check Your Understanding Questions 159

Chapter 4 Preventive Maintenance and Troubleshooting 163

Objectives 163

Key Terms 163

Introduction (4.0) 164

Preventive Maintenance (4.1) 164

PC Preventive Maintenance Overview (4.1.1) 164

Troubleshooting Process (4.2) 167

Troubleshooting Process Steps (4.2.1) 167

Common Problems and Solutions for PCs (4.2.2) 176

Apply Troubleshooting Process to Computer Components and Peripherals (4.2.3) 185

Summary (4.3) 188

Practice 188

Check Your Understanding Questions 189

Chapter 5 Networking Concepts 193

Objectives 193

Key Terms 193

Introduction (5.0) 196

Network Components and Types (5.1) 196

Types of Networks (5.1.1) 196

Internet Connection Types (5.1.2) 203

Networking Protocols, Standards, and Services (5.2) 207

Transport Layer Protocols (5.2.1) 208

Application Port Numbers (5.2.2) 213

Wireless Protocols (5.2.3) 217

Network Services (5.2.4) 222

Network Devices (5.3) 232

Basic Network Devices (5.3.1) 232

Security Devices (5.3.2) 238

Other Network Devices (5.3.3) 242

Network Cables (5.4) 246

Network Tools (5.4.1) 246

Copper Cables and Connectors (5.4.2) 251

Fiber Cables and Connectors (5.4.3) 256

Summary (5.5) 262

Practice 263

Check Your Understanding Questions 263

Chapter 6 Applied Networking 267

Objectives 267

Key Terms 267

Introduction (6.0) 269

Device to Network Connection (6.1) 269

Network Addressing (6.1.1) 269

Configure a NIC (6.1.2) 280

Configure a Wired and Wireless Network (6.1.3) 286

Firewall Settings (6.1.4) 299

IoT Device Configuration (6.1.5) 307

Basic Troubleshooting Process for Networks (6.2) 309

Applying the Troubleshooting Process to Networks (6.2.1) 310

Network Problems and Solutions (6.2.2) 313

Summary (6.3) 319

Practice 319

Check Your Understanding Questions 320

Chapter 7 Laptops and Other Mobile Devices 325

Objectives 325

Key Terms 325

Introduction (7.0) 328

Characteristics of Laptops and Other Mobile Devices (7.1) 328

Mobile Device Overview (7.1.1) 329

Laptop Components (7.1.2) 336

Laptop Display Components (7.1.3) 341

Laptop Configuration (7.2) 344

Power Settings Configuration (7.2.1) 344

Wireless Configuration (7.2.2) 346

Laptop Hardware and Component Installation and Configuration (7.3) 350

Expansion Slots (7.3.1) 351

Replacing Laptop Components (7.3.2) 356

Other Mobile Device Hardware Overview (7.4) 360

Other Mobile Device Hardware (7.4.1) 360

Specialty Mobile Devices (7.4.2) 364

Network Connectivity and Email (7.5) 368

Wireless and Cellular Data Networks (7.5.1) 368

Bluetooth (7.5.2) 374

Configuring Email (7.5.3) 378

Mobile Device Synchronization (7.5.4) 383

Preventive Maintenance for Laptops and Other Mobile Devices (7.6) 388

Scheduled Maintenance for Laptops and Other Mobile Devices (7.6.1) 388

Basic Troubleshooting Process for Laptops and Other Mobile Devices (7.7) 391

Applying the Troubleshooting Process to Laptops and Other Mobile Devices (7.7.1) 391

Common Problems and Solutions for Laptops and Other Mobile Devices (7.7.2) 395

Summary (7.8) 401

Practice 402

Check Your Understanding Questions 402

Chapter 8 Printers 407

Objectives 407

Key Terms 407

Introduction (8.0) 409

Common Printer Features (8.1) 409

Characteristics and Capabilities (8.1.1) 409

Printer Connections (8.1.2) 413

Printer Type Comparison (8.2) 417

Inkjet Printers (8.2.1) 417

Laser Printers (8.2.2) 423

Laser Printing Process (8.2.3) 427

Thermal Printers and Impact Printers (8.2.4) 434

Virtual Printers (8.2.5) 437

3D Printers (8.2.6) 438

Installing and Configuring Printers (8.3) 442

Installing and Updating a Printer (8.3.1) 442

Configuring Options and Default Settings (8.3.2) 444

Optimizing Printer Performance (8.3.3) 446

Sharing Printers (8.4) 448

Operating System Settings for Sharing Printers (8.4.1) 448

Print Servers (8.4.2) 451

Maintaining and Troubleshooting Printers (8.5) 454

Printer Preventive Maintenance (8.5.1) 454

Inkjet Printer Preventive Maintenance (8.5.2) 456

Laser Printer Preventive Maintenance (8.5.3) 456

Thermal Printer Preventive Maintenance (8.5.4) 457

Impact Printer Preventive Maintenance (8.5.5) 459

3D Printer Preventive Maintenance (8.5.6) 460

Applying the Troubleshooting Process to Printers (8.5.7) 461

Problems and Solutions (8.5.8) 464

Summary (8.6) 468

Practice 469

Check Your Understanding Questions 469

Chapter 9 Virtualization and Cloud Computing 473

Objectives 473

Key Terms 473

Introduction (9.0) 474

Virtualization (9.1) 474

Virtualization (9.1.1) 474

Client-Side Virtualization (9.1.2) 478

Cloud Computing (9.2) 483

Cloud Computing Applications (9.2.1) 483

Cloud Services (9.2.2) 484

Summary (9.3) 488

Practice 488

Check Your Understanding Questions 489

Chapter 10 Windows Installation 493

Objectives 493

Key Terms 493

Introduction (10.0) 495

Modern Operating Systems (10.1) 495

Operating System Features (10.1.1) 495

Customer Requirements for an Operating System (10.1.2) 500

Operating System Upgrades (10.1.3) 504

Disk Management (10.2) 509

Disk Management (10.2.1) 509

Installation and Boot Sequence (10.3) 515

Basic Windows Installation (10.3.1) 515

Custom Installation Options (10.3.2) 517

Windows Boot Sequence (10.3.3) 524

Summary (10.4) 528

Practice 528

Labs 528

Check Your Understanding Questions 529

Chapter 11 Windows Configuration 533

Objectives 533

Key Terms 534

Introduction (11.0) 538

Windows Desktop and File Explorer (11.1) 538

Comparing Windows Versions (11.1.1) 539

The Windows Desktop (11.1.2) 542

Windows Task Manager (11.1.3) 554

Windows File Explorer (11.1.4) 556

Configure Windows with Control Panels (11.2) 567

Control Panel Utilities (11.2.1) 567

User and Account Control Panel Items (11.2.2) 575

Network and Internet Control Panels (11.2.3) 579

Display Settings and Control Panel (11.2.4) 588

Power and System Control Panels (11.2.5) 591

Hardware and Sound Control Panels (11.2.6) 600

Clock, Region, and Language (11.2.7) 604

Programs and Features Control Panels (11.2.8) 608

Other Control Panels (11.2.9) 610

System Administration (11.3) 614

Administrative Tools (11.3.1) 614

System Utilities (11.3.2) 624

Disk Management (11.3.3) 631

Application Installation and Configuration (11.3.4) 639

Command-Line Tools (11.4) 644

Using Windows CLI (11.4.1) 644

File System CLI Commands (11.4.2) 650

Disk CLI Commands (11.4.3) 666

Task and System CLI Commands (11.4.4) 670

Other Useful CLI Commands (11.4.5) 675

Windows Networking (11.5) 680

Network Sharing and Mapping Drives (11.5.1) 680

Sharing Local Resources with Others (11.5.2) 685

Configure a Wired Network Connection (11.5.3) 688

Configure a Wireless Network Interface in Windows (11.5.4) 695

Remote Access Protocols (11.5.5) 697

Remote Desktop and Assistance (11.5.6) 699

Common Preventive Maintenance Techniques for Operating Systems (11.6) 700

OS Preventive Maintenance Plan (11.6.1) 700

Backup and Restore (11.6.2) 704

Basic Troubleshooting Process for Windows Operating Systems (11.7) 707

Applying Troubleshooting Process to Windows Operating Systems (11.7.1) 707

Common Problems and Solutions for Windows Operating Systems (11.7.2) 711

Advanced Troubleshooting for Windows Operating Systems (11.7.3) 716

Summary (11.8) 720

Practice 721

Check Your Understanding Questions 722

Chapter 12 Mobile, Linux, and macOS Operating Systems 727

Objectives 727

Key Terms 727

Introduction (12.0) 729

Mobile Operating Systems (12.1) 729

Android vs. iOS (12.1.1) 729

Android Touch Interface (12.1.2) 734

iOS Touch Interface (12.1.3) 737

Common Mobile Device Features (12.1.4) 741

Methods for Securing Mobile Devices (12.2) 755

Screen Locks and Biometric Authentication (12.2.1) 755

Cloud-Enabled Services for Mobile Devices (12.2.2) 758

Software Security (12.2.3) 763

Linux and macOS Operating Systems (12.3) 767

Linux and macOS Tools and Features (12.3.1) 767

Linux and macOS Best Practices (12.3.2) 778

Basic CLI Commands (12.3.3) 783

Basic Troubleshooting Process for Mobile, Linux, and macOS Operating Systems (12.4) 793

Applying the Troubleshooting Process to Mobile, Linux, and macOS Operating Systems (12.4.1) 794

Common Problems and Solutions for Other Operating Systems (12.4.2) 798

Summary (12.5) 805

Practice 805

Check Your Understanding Questions 806

Chapter 13 Security 811

Objectives 811

Key Terms 811

Introduction (13.0) 814

13.1 Security Threats (13.1) 814

Malware (13.1.1) 814

Preventing Malware (13.1.2) 820

Network Attacks (13.1.3) 825

Social Engineering Attacks (13.1.4) 830

Security Procedures (13.2) 834

Security Policy (13.2.1) 834

Protecting Physical Equipment (13.2.2) 835

Protecting Data (13.2.3) 841

Data Destruction (13.2.4) 847

Securing Windows Workstations (13.3) 849

Securing a Workstation (13.3.1) 849

Windows Local Security Policy (13.3.2) 855

Managing Users and Groups (13.3.3) 860

Windows Firewall (13.3.4) 869

Web Security (13.3.5) 876

Security Maintenance (13.3.6) 882

Wireless Security (13.4) 885

Configure Wireless Security (13.4.1) 886

Basic Troubleshooting Process for Security (13.5) 900

Applying the Troubleshooting Process to Security (13.5.1) 900

Common Problems and Solutions for Security (13.5.2) 904

Summary (13.6) 906

Practice 907

Check Your Understanding Questions 908

Chapter 14 The IT Professional 913

Objectives 913

Key Terms 913

Introduction (14.0) 915

Communication Skills and the IT Professional (14.1) 915

Communication Skills, Troubleshooting, and Professional Behavior (14.1.1) 915

Working with a Customer (14.1.2) 917

Professional Behavior (14.1.3) 919

The Customer Call (14.1.4) 922

Operational Procedures (14.2) 925

Documentation (14.2.1) 925

Change Management (14.2.2) 928

Disaster Prevention and Recovery (14.2.3) 931

Ethical and Legal Considerations (14.3) 934

Ethical and Legal Considerations in the IT Profession (14.3.1) 935

Legal Procedures Overview (14.3.2) 940

Call Center Technicians (14.4) 944

Call Centers, Level One and Level Two Technicians (14.4.1) 944

Basic Scripting and the IT Professional (14.4.2) 949

Summary (14.5) 958

Practice 959

Check Your Understanding Questions 959

Appendix A Answers to "Check Your Understanding" Questions 965

Glossary 985







9780135645376 TOC 1/30-2020