IT Essentials
PC Hardware and Software Companion Guide
4th Edition
Published on 21. October 2010
Book
Mixed media product
792 pages
978-1-58713-263-6 (ISBN)
Description
IT Essentials: PC Hardware and Software Companion Guide, Fourth Edition, supports the Cisco Networking Academy IT Essentials: PC Hardware and Software version 4.1 course. The course provides an introduction to computer components, laptops and portable devices, wireless connectivity, security and safety, environmental concerns, and diagnostic tools.
As a CompTIA Authorized Quality Curriculum, the course helps you prepare for the CompTIA A+ certification. The fundamentals part of the course, covered in Chapters 1-10, helps you prepare for the CompTIA A+ Essentials exam (220-701). You learn the fundamentals of computer technology, networking, and security and validate the communication skills and professionalism required of all entry-level IT professionals. The advanced part of the course, covered in Chapters 11-16, helps you prepare for the CompTIA A+ Practical Application exam (220-702), providing more of a hands-on orientation and scenarios in which troubleshooting and tools must be applied to resolve problems. Students must pass both exams to earn the CompTIA A+ certification.
The features of the Companion Guide are designed to help you study and succeed in this course:
n Chapter objectives-Review core concepts by answering the focus
questions listed at the beginning of each chapter.
n Key terms-Refer to the updated lists of networking vocabulary introduced and turn to the highlighted terms in context.
n Check Your Understanding Questions and Answer Key-Evaluate your readiness with the updated end-of-chapter questions that match the style of questions you see on the online course quizzes.
Virtual Desktop, Virtual Laptop, and Packet Tracer Activities, on the CD that accompanies this book, are virtual learning tools to help you develop critical thinking and complex problem-solving skills. New for this edition, Cisco Packet Tracer simulation-based learning activities promote the exploration of networking and network security concepts and allow you to experiment with network behavior.
All the Labs, Worksheets, and Class Discussion Exercises from the course are available in the separate book, IT Essentials: PC Hardware and Software Lab Manual, Fourth Edition. More than 120 activities emphasize the practical application of skills and procedures needed for hardware and software installations, upgrades, and troubleshooting systems.
IT Essentials: PC Hardware and
Software
Lab Manual
Fourth Edition
ISBN-10: 1-58713-262-1
ISBN-13: 978-1-58713-262-9
Related Title:
IT Essentials: PC Hardware and
Software
Course Booklet
Version 4.1
ISBN-10: 1-58713-261-3
ISBN-13: 978-1-58713-261-2
Companion CD-ROM
The CD-ROM contains all of the Virtual Desktop Activities, Virtual Laptop Activities, and Packet Tracer Activities referenced throughout the book. Designed and developed by the Cisco Networking Academy, these standalone tools supplement classroom learning by providing "hands-on" experience where real equipment is limited. (Note: the Packet Tracer software is not included with this CD. Ask your instructor for access to Packet Tracer.)
As a CompTIA Authorized Quality Curriculum, the course helps you prepare for the CompTIA A+ certification. The fundamentals part of the course, covered in Chapters 1-10, helps you prepare for the CompTIA A+ Essentials exam (220-701). You learn the fundamentals of computer technology, networking, and security and validate the communication skills and professionalism required of all entry-level IT professionals. The advanced part of the course, covered in Chapters 11-16, helps you prepare for the CompTIA A+ Practical Application exam (220-702), providing more of a hands-on orientation and scenarios in which troubleshooting and tools must be applied to resolve problems. Students must pass both exams to earn the CompTIA A+ certification.
The features of the Companion Guide are designed to help you study and succeed in this course:
n Chapter objectives-Review core concepts by answering the focus
questions listed at the beginning of each chapter.
n Key terms-Refer to the updated lists of networking vocabulary introduced and turn to the highlighted terms in context.
n Check Your Understanding Questions and Answer Key-Evaluate your readiness with the updated end-of-chapter questions that match the style of questions you see on the online course quizzes.
Virtual Desktop, Virtual Laptop, and Packet Tracer Activities, on the CD that accompanies this book, are virtual learning tools to help you develop critical thinking and complex problem-solving skills. New for this edition, Cisco Packet Tracer simulation-based learning activities promote the exploration of networking and network security concepts and allow you to experiment with network behavior.
All the Labs, Worksheets, and Class Discussion Exercises from the course are available in the separate book, IT Essentials: PC Hardware and Software Lab Manual, Fourth Edition. More than 120 activities emphasize the practical application of skills and procedures needed for hardware and software installations, upgrades, and troubleshooting systems.
IT Essentials: PC Hardware and
Software
Lab Manual
Fourth Edition
ISBN-10: 1-58713-262-1
ISBN-13: 978-1-58713-262-9
Related Title:
IT Essentials: PC Hardware and
Software
Course Booklet
Version 4.1
ISBN-10: 1-58713-261-3
ISBN-13: 978-1-58713-261-2
Companion CD-ROM
The CD-ROM contains all of the Virtual Desktop Activities, Virtual Laptop Activities, and Packet Tracer Activities referenced throughout the book. Designed and developed by the Cisco Networking Academy, these standalone tools supplement classroom learning by providing "hands-on" experience where real equipment is limited. (Note: the Packet Tracer software is not included with this CD. Ask your instructor for access to Packet Tracer.)
More details
Edition
4th edition
Language
English
Place of publication
Indianapolis
United States
Publishing group
Pearson Education (US)
Target group
Professional and scholarly
Dimensions
Height: 209 mm
Width: 232 mm
Thickness: 56 mm
Weight
1614 gr
ISBN-13
978-1-58713-263-6 (9781587132636)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Other editions
New editions
Cisco Networking Academy
IT Essentials
Book
07/2013
5th Edition
Cisco Press
€79.41
Article exhausted; check for reprint
Previous edition
Book
01/2008
3rd Edition
Cisco Press
€65.00
Article exhausted; check for reprint
Person
Cisco Networking Academy is an innovative Cisco education initiative that delivers information and communication technology skills to improve career and economic opportunities around the world. The Academy provides online courses, interactive tools, and lab activities to prepare individuals for information technology and networking careers in virtually every industry.
Content
Introduction
Chapter 1 Introduction to the Personal Computer
Objectives
Key Terms
Explain IT Industry Certifications
Identify Education and Certifications
Describe the A+ Certification
Describe the EUCIP Certification
Module 1: PC Hardware
Module 2: Operating Systems
Module 3: Local Area Network and Network Services
Module 4: Expert Network Use
Module 5: IT Security
Describe a Computer System
Identify the Names, Purposes, and Characteristics of Cases and Power Supplies
Describe Cases
Describe Power Supplies
Connectors
Electricity and Ohm's Law
Identify the Names, Purposes, and Characteristics of Internal Components
Identify the Names, Purposes, and Characteristics of Motherboards
Identify the Names, Purposes, and Characteristics of CPUs
Identify the Names, Purposes, and Characteristics of Cooling Systems
Identify the Names, Purposes, and Characteristics of ROM and RAM
ROM
RAM
Memory Modules
Cache Memory
Error Checking
Identify the Names, Purposes, and Characteristics of Adapter Cards
Identify the Names, Purposes, and Characteristics of Storage Drives
Floppy Drive
Hard Drive
Optical Drive
External Flash Drive
Types of Drive Interfaces
Identify the Names, Purposes, and Characteristics of Internal Cables
Identify the Names, Purposes, and Characteristics of Ports and Cables
Serial Ports and Cables
Modem Ports and Cables
USB Ports and Cables
FireWire Ports and Cables
Parallel Ports and Cables
SCSI Ports and Cables
Network Ports and Cables
PS/2 Ports
Audio Ports
Video Ports and Connectors
Identify the Names, Purposes, and Characteristics of Input Devices
Identify the Names, Purposes, and Characteristics of Output Devices
Monitors and Projectors
All-in-One Printer
Speakers and Headphones
Explain System Resources and Their Purposes
Interrupt Requests
Input/Output (I/O) Port Addresses
Direct Memory Access
Summary
Summary of Exercises
Check Your Understanding
Chapter 2 Safe Lab Procedures and Tool Use
Objectives
Key Terms
Explain the Purpose of Safe Working Conditions and Procedures
Identify Safety Procedures and Potential Hazards for Users and Technicians
General Safety Guidelines
Electrical Safety Guidelines
Fire Safety Guidelines
Identify Safety Procedures to Protect Equipment from Damage and Data from Loss
Electrostatic Discharge
Electromagnetic Interference
Climate
Power Fluctuation Types
Power Protection Devices
Identify Safety Procedures to Protect the Environment from Contamination
Material Safety Data Sheet
Proper Disposal of Batteries
Proper Disposal of Monitors or CRTs
Proper Disposal of Toner Kits, Cartridges, and Developers
Proper Disposal of Chemical Solvents and Aerosol Cans
Identify Tools and Software Used with Personal Computer Components and Their Purposes
Identify Hardware Tools and Their Purpose
ESD Tools
Hand Tools
Cleaning Tools
Diagnostic Tools
Identify Software Tools and Their Purpose
Disk Management Tools
Protection Software Tools
Identify Organizational Tools and Their Purpose
Personal Reference Tools
Internet Reference Tools
Miscellaneous Tools
Implement Proper Tool Use
Demonstrate Proper Use of an Antistatic Wrist Strap
Demonstrate Proper Use of an Antistatic Mat
Antistatic Mat
Workbench
Demonstrate Proper Use of Various Hand Tools
Screws
Flat-Head Screwdriver
Phillips-Head Screwdriver
Hex Driver
Part Retriever, Needle-Nose Pliers, or Tweezers
Demonstrate Proper Use of Cleaning Materials
Computer Cases and Monitors
LCD Screens
CRT Screens
Component Contacts
Keyboard
Mouse
Summary
Summary of Exercises
Labs
Worksheets
Check Your Understanding
Chapter 3 Computer Assembly-Step by Step
Objectives
Key Terms
Open the Case
Install the Power Supply
Attach the Components to the Motherboard and Install the Motherboard
Install a CPU and a Heat Sink/Fan Assembly
CPU
Heat Sink/Fan Assembly
Install the RAM
Install the Motherboard
Install Internal Drives
Install Drives in External Bays
Install the Optical Drive
Install the Floppy Drive
Install Adapter Cards
Install the NIC
Install the Wireless NIC
Install the Video Adapter Card
Connect All Internal Cables
Connect the Power Cables
Motherboard Power Connections
SATA Power Connectors
Molex Power Connectors
Berg Power Connectors
Connect the Data Cables
PATA Data Cables
SATA Data Cables
Reattach the Side Panels and Connect External Cables to the Computer
Reattach the Side Panels to the Case
Connect External Cables to the Computer
Floppy Drive Data Cables
Boot the Computer for the First Time
Identify Beep Codes
Describe BIOS Setup
Summary
Summary of Exercises
Labs
Virtual Desktop Activities
Check Your Understanding
Chapter 4 Basics of Preventive Maintenance and Troubleshooting
Objectives
Key Terms
Explain the Purpose of Preventive Maintenance
Hardware
Software
Benefits
Identify the Steps of the Troubleshooting Process
Explain the Purpose of Data Protection
Data Backup
Identify the Problem
Conversation Etiquette
Open-Ended Questions
Closed-Ended Questions
Documenting Responses
Event Viewer
Device Manager
Beep Codes
BIOS Information
Diagnostic Tools
Establish a Theory of Probable Causes
Test the Theory to Determine an Exact Cause
Implement the Solution
Verify Solution, Full System Functionality, and If Applicable, Implement Preventive Measures
Document Findings, Actions, and Outcomes
Summary
Summary of Exercises
Check Your Understanding
Chapter 5 Fundamental Operating Systems
Objectives
Key Terms
Explain the Purpose of an Operating System
Describe Characteristics of Modern Operating Systems
Control Hardware Access
File and Folder Management
User Interface
Application Management
Explain Operating System Concepts
Modes of Operation
Real Mode
Protected Mode
Virtual Real Mode
Compatibility Mode
32-Bit Versus 64-Bit
Processor Architecture
Describe and Compare Operating Systems to Include Purpose, Limitations, and Compatibilities
Describe Desktop Operating Systems
Microsoft Windows
Apple Mac OS
UNIX/Linux
Describe Network Operating Systems
Determine Operating System Based on Customer Needs
Identify Applications and Environments That Are Compatible with an Operating System
Determine Minimum Hardware Requirements and Compatibility with the OS Platform
Hardware Compatibility List
Install an Operating System
Identify Hard Drive Setup Procedures
Partitioning and Formatting
Prepare the Hard Drive
Install the Operating System Using Default Settings
Create User Accounts
Complete the Installation
Describe Custom Installation Options
Disk Cloning
Network Installation
Recovery Disc
Factory Recovery Partition
Identify the Boot Sequence Files and Registry Files
Windows XP Boot Process
NTLDR and the Windows Boot Menu
Windows Registry
NT Kernel
Describe How to Manipulate Operating System Files
Startup Modes
Describe Directory Structures
File Extensions and Attributes
Describe NTFS and FAT32
Navigate a GUI (Windows)
Manipulate Items on the Desktop
Display Properties
Desktop Items
Start Menu
My Computer
Launching Applications
My Network Places
Explore Control Panel Applets
Control Panel Applets
Display Settings
Explore Administrative Tools
Computer Management
Device Manager
Task Manager
Services
Performance Monitor
Event Viewer
MMC
Remote Desktop
Performance Settings
Install, Navigate, and Uninstall an Application
Add or Remove Programs Applet
Add an Application
Uninstall an Application
Describe Upgrading an Operating System
Upgrading the Operating System to Windows XP
Upgrading the Operating System to Windows Vista
Identify and Apply Common Preventive Maintenance Techniques for Operating Systems
Create a Preventive Maintenance Plan
Preventive Maintenance Planning
Device Driver Updates
Firmware Updates
Operating System Updates
Security
Startup Programs
Schedule a Task
System Utilities
Automatic Updates
Restore Point
Backup Status and Configuration
ERD and ASR
Back Up the Hard Drive
Normal Backup
Copy Backup
Differential Backup
Incremental Backup
Daily Backup
Backup Media
Troubleshoot Operating Systems
Review the Troubleshooting Process
Step 1: Identify the Problem
Step 2: Establish a Theory of Probable Causes
Step 3: Determine an Exact Cause
Step 4: Implement a Solution
Step 5: Verify Solution and Full System Functionality
Step 6: Document Findings
Identify Common Problems and Solutions
Summary
Summary of Exercises
Labs
Worksheets
Check Your Understanding
Chapter 6 Fundamental Laptops and Portable Devices
Objectives
Key Terms
Describe Laptops and Other Portable Devices
Identify Common Uses of Laptops
Identify Common Uses of PDAs and Smartphones
Identify and Describe the Components of a Laptop
Describe the Components Found on the Outside of the Laptop
Describe Input Devices Found on Laptops
Describe the Components Found on the Laptop Docking Station
Compare and Contrast Desktop and Laptop Components
Compare and Contrast Desktop and Laptop Motherboards
Compare and Contrast Desktop and Laptop Processors
Compare and Contrast Desktop and Laptop Power Management
Compare and Contrast Desktop and Laptop Expansion
Capabilities
Explain How to Configure Laptops
Describe How to Configure Power Settings
Configuring Power Settings in Windows XP and Vista
Managing Power Usage
Power Management for the Hard Drive and the Display
Setting the Laptop Power Options
Adjusting Low Battery Warnings
Describe the Safe Installation and Removal of Laptop Components
Battery Replacement Steps
Optical Drive Replacement Steps
Hard Drive Replacement Steps
Expansion Memory Replacement Steps
PC Expansion Card Replacement Steps
Hot-Swappable Device Removal Steps
Laptop Communication Hardware Installation and Configuration
Ethernet Installation and Configuration Steps
Wireless Ethernet Installation and Configuration Steps
Modem Installation and Configuration Steps
Bluetooth Installation and Configuration Steps
Infrared Installation and Configuration Steps
Cellular WAN Installation and Configuration Steps
Compare the Different Mobile Phone Standards
Identify Common Preventive Maintenance Techniques for Laptops and Portable Devices
Identify Appropriate Cleaning Procedures
Laptop Keyboard Cleaning Procedures
Ventilation Cleaning Procedures
LCD Cleaning Procedures
Touch Pad Cleaning Procedures
Floppy Drive Cleaning Procedures
Optical Drive Cleaning Procedures
Cleaning a CD or DVD Disc
Identify Optimal Operating Environments
Describe How to Troubleshoot Laptops and Portable Devices
Review the Troubleshooting Process
Identify Common Problems and Solutions
Summary
Summary of Exercises
Worksheets
Virtual Laptop Activities
Check Your Understanding
Chapter 7 Fundamental Printers and Scanners
Objectives
Key Terms
Describe the Types of Printers Currently Available
Describe the Characteristics and Capabilities of Printers
Capacity and Speed
Color or Black and White
Quality
Reliability
Total Cost of Ownership
Describe Printer-to-Computer Interfaces
Serial Ports
Parallel Ports
SCSI Interfaces
USB Interfaces
FireWire Connections
Ethernet Connections
Wireless Connections
Describe Laser Printers
Describe Impact Printers
Describe Inkjet Printers
Describe Solid-Ink Printers
Describe Other Printer Types
Thermal Printers
Dye-Sublimation Printers
Describe the Installation and Configuration Process for Printers
Describe How to Set Up a Printer
Explain How to Power and Connect the Device Using a Local or Network Port
Describe How to Install and Update the Device Driver, Firmware, and RAM
Printer Drivers
Firmware
Printer Memory
Identify Configuration Options and Default Settings
Describe How to Optimize Printer Performance
Describe How to Print a Test Page
Printing a Test Page
Printing from an Application
Testing a Printer
Testing the Printer from the Printer Panel
Describe How to Share a Printer
Describe the Types of Scanners Currently Available
Describe Scanner Types, Resolution, and Interfaces
Describe All-in-One Devices
Describe Flatbed Scanners
Describe Handheld Scanners
Describe Drum Scanners
Describe the Installation and Configuration Process for Scanners
Explain How to Power and Connect a Scanner
Describe How to Install and Update the Device Driver
Identify Configuration Options and Default Settings
Identify and Apply Common Preventive Maintenance Techniques for Printers and Scanners
Describe Printer Maintenance
Describe Scanner Maintenance
Troubleshoot Printers and Scanners
Review the Troubleshooting Process
Identify Common Problems and Solutions
Summary
Summary of Exercises
Labs
Check Your Understanding
Chapter 8 Fundamental Networks
Objectives
Key Terms
Explain the Principles of Networking
Define Computer Networks
Explain the Benefits of Networking
Describe Types of Networks
Describe a LAN
Describe a WAN
Describe a WLAN
Explain Peer-to-Peer Networks
Explain Client/Server Networks
Describe Basic Networking Concepts and Technologies
Explain Bandwidth and Data Transmission
Describe IP Addressing
Dotted Decimal
Classful Subnetting
Subnet Mask
Manual Configuration
Define DHCP
Define NAT
Describe Internet Protocols and Applications
Define ICMP
Describe the Physical Components of a Network
Identify the Names, Purposes, and Characteristics of Network Devices
Hubs
Bridges and Switches
Routers
Wireless Access Points
Multipurpose Devices
Identify the Names, Purposes, and Characteristics of Common Network Cables
Twisted Pair
Category Rating
Coaxial Cable
Fiber-Optic Cable
Describe LAN Topologies and Architectures
Describe LAN Topologies
Physical Topologies
Logical Topologies
Describe LAN Architectures
Ethernet
Token Ring
FDDI
Identify Standards Organizations
Identify Ethernet Standards
Explain Cabled Ethernet Standards
Ethernet Technologies
Summary of Ethernet Technologies
Explain Wireless Ethernet Standards
Explain the OSI and TCP/IP Data Models
Define the TCP/IP Model
Application Layer Protocols
Transport Layer Protocols
Internet Layer Protocols
Network Access Layer Protocols
Define the OSI Model
Compare the OSI and TCP/IP Models
Describe How to Configure a NIC and a Modem
Install or Update a NIC Driver
Uninstall a NIC Driver
Attach the Computer to an Existing Network
Describe the Installation of a Modem
AT Commands
Identify the Names, Purposes, and Characteristics of Other Technologies Used to Establish Connectivity
Describe Telephone Technologies
Analog Telephone
Integrated Services Digital Network (ISDN)
Digital Subscriber Line (DSL)
Define Power Line Communication
Define Broadband
Cellular
Cable
DSL
Satellite
Fiber Broadband
Define VoIP
Define VPN
Identify and Apply Common Preventive Maintenance Techniques Used for Networks
Counterfeiting and the IT Industry
Troubleshoot a Network
Review the Troubleshooting Process
Identify Common Network Problems and Solutions
Summary
Summary of Exercises
Labs
Worksheets
Packet Tracer Activities
Check Your Understanding
Chapter 9 Fundamental Security
Objectives
Key Terms
Explain Why Security Is Important
Describe Security Threats
Define Viruses, Worms, and Trojans
Explain Web Security
Define Adware, Spyware, and Grayware
Explain Denial of Service
Describe Spam and Popup Windows
Explain Social Engineering
Explain TCP/IP Attacks
Explain Data Wiping, Hard Drive Destruction, and Recycling
Data Wiping
Hard Drive Destruction
Hard Drive Recycling
Identify Security Procedures
Explain What Is Required in a Basic Local Security Policy
Explain the Tasks Required to Protect Physical Equipment
Describe Ways to Protect Data
Password Protection
Data Encryption
Software Firewall
Data Backups
Smart Card Security
Biometric Security
File System Security
Describe Wireless Security Techniques
Identify Common Preventive Maintenance Techniques for Security
Explain How to Update Signature Files for Antivirus and Antispyware Software
Explain How to Install Operating System Service Packs and Security Patches
Troubleshoot Security
Review the Troubleshooting Process
Step 1: Identify the Problem
Step 2: Establish a Theory of Probably Causes
Step 3: Determine an Exact Cause
Step 4: Implement the Solution
Step 5: Verify Solution and Full System Functionality
Step 6: Document Findings
Identify Common Problems and Solutions
Summary
Summary of Exercises
Worksheets
Packet Tracer Activities
Check Your Understanding
Chapter 10 Communication Skills
Objectives
Key Terms
Explain the Relationship Between Communication and Troubleshooting
Describe Good Communication Skills and Professional Behavior
Determine the Computer Problem of the Customer
Display Professional Behavior with the Customer
Focus the Customer on the Problem During the Call
Talkative Customer
Rude Customer
Angry Customer
Knowledgeable Customer
Inexperienced Customer
Use Proper Netiquette
Implement Time and Stress Management Techniques
Workstation Ergonomics
Time Management
Stress Management
Observe Service Level Agreements
Follow Business Policies
Explain Ethics and Legal Aspects of Working with Computer Technology
Ethical Customs
Legal Rules
Describe the Call Center Environment and Technician Responsibilities
Describe the Call Center Environment
Describe Level-One Technician Responsibilities
Describe Level-Two Technician Responsibilities
Summary
Summary of Exercises
Worksheets
Class Discussions
Check Your Understanding
Chapter 11 Advanced Personal Computers
Objectives
Key Terms
Give an Overview of Field, Remote, and Bench Technician Jobs
Explain Safe Lab Procedures and Tool Use
Review Safe Working Environments and Procedures
Review Names, Purposes, Characteristics, and Safe and Appropriate Use of Tools
Identify Potential Safety Hazards and Implement Proper Safety Procedures for Computer Components
Describe Environmental Issues
Describe Situations Requiring Replacement of Computer Components
Select a Case and Power Supply
Select a Motherboard
Select the CPU and Heat Sink/Fan Assembly
Select RAM
Select Adapter Cards
Graphics Cards
Sound Cards
Storage Controllers
Input/Output Cards
Network Interface Cards
Capture Cards
Select Storage Devices and Hard Drives
Floppy Disk Drive
Media Readers
Hard Drives
Solid State Drives
Optical Drives
External Storage
Select Input and Output Devices
Upgrade and Configure Personal Computer Components and Peripherals
Upgrade and Configure a Motherboard
CPU Installation
Jumper Settings
CMOS Battery Installation
Motherboard Installation
BIOS Updates
Advanced BIOS Settings
Upgrade and Configure a CPU and a Heat Sink/Fan Assembly
Upgrade and Configure RAM
Upgrade and Configure BIOS
Upgrade and Configure Storage Devices and Hard Drives
Upgrade and Configure Input and Output Devices
Identify and Apply Common Preventive Maintenance Techniques for Personal Computer Components
Clean Internal Components
Clean the Case
Inspect Computer Components
CPU and Cooling System
RAM Connections
Storage Devices
Adapter Cards
Power Devices
Loose Screws
Keyboard and Mouse
Cables
Troubleshoot Computer Components and Peripherals
Review the Troubleshooting Process
Identify Common Problems and Solutions
Storage Device Problems
Motherboard and Internal Component Problems
Power Supply Problems
CPU Problems and Memory Problems
Apply Troubleshooting Skills
Summary
Summary of Exercises
Labs
Worksheets
Check Your Understanding
Chapter 12 Advanced Operating Systems
Objectives
Key Terms
Select the Appropriate Operating System Based on Customer Needs
Describe Operating Systems
Describe Network Operating Systems
Windows OS Directory Structures
User File Locations
System File Locations
Fonts
Temporary Files
Program Files
Offline Files and Folders
Install, Configure, and Optimize an Operating System
Compare and Contrast a Default Installation and a Custom Installation
Install Windows XP Professional Using a Custom Installation
Unattended Installation in Windows XP
Unattended Installation in Windows Vista
Image-Based Installation
Remote Installation
Create, View, and Manage Disks, Directories, and Files
Disk Structure
Drive Status
File System
Identify Procedures and Utilities Used to Optimize the Performance of Operating Systems
System Tools
Administrative Tools
Services
Device Manager
Task Manager
System Monitor
Regional and Language Options
Temporary Files
Identify Procedures and Utilities Used to Optimize the Performance of Browsers
Describe Installation, Use, and Configuration of Email Software
Set Screen Resolution and Update the Video Driver
Describe Installation of a Second Operating System
The Boot.ini File
Windows CLI Commands
MSCONFIG
SFC
Describe How to Upgrade Operating Systems
Describe Preventive Maintenance Procedures for Operating Systems
Schedule Automatic Tasks and Updates
GUI Scheduled Tasks
CLI Scheduled Tasks
Windows Automatic Updates
Set Restore Points
Troubleshoot Operating Systems
Review the Troubleshooting Process
Step 1: Identify the Problem
Step 2: Establish a Theory of Probable Causes
Step 3: Determine an Exact Cause
Step 4: Implement a Solution
Step 5: Verify Solution and Full System Functionality
Step 6: Document Your Findings
Identify Common Problems and Solutions
Apply Troubleshooting Skills
Summary
Summary of Exercises
Labs
Check Your Understanding
Chapter 13 Advanced Laptops and Portable Devices
Objectives
Key Terms
Describe Wireless Communication Methods for Laptops and Portable Devices
Describe Bluetooth Technology
Describe Infrared Technology
Describe Cellular WAN Technology
Describe Wi-Fi Technology
Describe Satellite Technology
Describe Repairs for Laptops and Portable Devices
Select Laptop Components
Select Batteries
Select a Docking Station or Port Replicator
Select Storage Devices
Select Additional RAM
Describe Preventive Maintenance Procedures for Laptops
Describe How to Schedule and Perform Maintenance on Laptops
Explain How to Manage Data Version Control Between Desktops and Laptops
Describe How to Troubleshoot a Laptop
Review the Troubleshooting Process
Step 1: Identify the Problem
Step 2: Establish a Theory of Probable Causes
Step 3: Determine an Exact Cause
Step 4: Implement a Solution
Step 5: Verify Solution and Full System Functionality
Step 6: Document Findings
Identify Common Problems and Solutions
Hard Drive Replacement Steps
Expansion Memory Replacement Steps
Optical Drive Replacement Steps
Battery Replacement Steps
PC Expansion Card Replacement Steps
Hot-Swappable Device Removal Steps
Apply Troubleshooting Skills
Summary
Summary of Exercises
Worksheets
Labs
Check Your Understanding
Chapter 14 Advanced Printers and Scanners
Objectives
Key Terms
Describe Potential Safety Hazards and Safety Procedures Associated with Printers and Scanners
Install and Configure a Local Printer and Scanner
Connect the Device to a Local Port
Install and Configure the Driver and Software
Printer Driver Installation
Page Description Language
Configure Options and Default Settings
Global Method
Per-Document Method
Scanner Calibrations
Printer Calibrations
Verify Functionality
Printer Test
Scanner Test
Describe How to Share a Printer and a Scanner on a Network
Describe the Types of Print Servers
Network Print Server Devices
Dedicated PC Print Servers
Computer-Shared Printers
Describe How to Install Network Printer Software and Drivers on a Computer
Upgrade and Configure Printers and Scanners
Describe Printer Upgrades
Installing Printer Memory
Additional Printer Upgrades
Describe Scanner Optimization
Describe Printer and Scanner Preventive Maintenance Techniques
Determine Scheduled Maintenance According to Vendor Guidelines
Describe a Suitable Environment for Printers and Scanners
Describe Cleaning Methods
Printer Maintenance
Scanner Maintenance
Describe Checking Capacity of Ink Cartridges and Toners
Troubleshoot Printers and Scanners
Review the Troubleshooting Process
Step 1: Identify the Problem
Step 2: Establish a Theory of Probable Causes
Step 3: Determine an Exact Cause
Step 4: Implement a Solution
Step 5: Verify Solution and Full System Functionality
Step 6: Document Findings
Identify Common Problems and Solutions
Apply Troubleshooting Skills
Summary
Summary of Exercises
Labs
Worksheets
Check Your Understanding
Chapter 15 Advanced Networks
Objectives
Key Terms
Identify Potential Safety Hazards and Implement Proper Safety Procedures Related to Networks
Explain Fiber-Optic Safety
Chemicals
Tools
Harmful Light
Glass Shards
Explain Cable, Cable Cutters, and Cable-Cutting Safety Hazards
Design a Network Based on the Customer's Needs
Determine a Topology
Determine Protocols and Network Applications
Determine the Components for the Customer's Network
Select Cable Types
Wireless
Cost
Security
Design for the Future
Select the ISP Connection Type
Plain Old Telephone Service
Integrated Services Digital Network
Digital Subscriber Line
Cable
Satellite
Cellular
Wireless
Compare ISP Connection Types
Select Network Cards
Select the Network Device
Hubs
Switches
Routers
ISP Equipment
Implement the Customer's Network
Install and Test the Customer's Network
Configure the Customer's Internet and Network Resources
Temporary Internet Files
Default Browser
File Sharing
Printer Sharing
Upgrade the Customer's Network
Install and Configure a Wireless NIC
Install and Configure a Wireless Router
802.11 Protocol Selection
Static IP Address Configuration
SSID Setting
Firmware Update
Test the Connection
Network Connections
ipconfig
ping
tracert
net
nslookup
Describe the Installation, Configuration, and Management of a Simple Mail Server
SMTP
POP
IMAP
Email Server
Email Server Installation
Describe Preventive Maintenance Procedures for Networks
Troubleshoot the Network
Review the Troubleshooting Process
Step 1: Identify the Problem
Step 2: Establish a Theory of Probable Causes
Step 3: Determine an Exact Cause
Step 4: Implement a Solution
Step 5: Verify Solution and Full System Functionality
Step 6: Document Findings
Identify Common Problems and Solutions
Apply Troubleshooting Skills
Summary
Summary of Exercises
Labs
Worksheets
Packet Tracer Activities
Check Your Understanding
Chapter 16 Advanced Security
Objectives
Key Terms
Outline Security Requirements Based on Customer Needs
Outline a Local Security Policy
Explain When and How to Use Security Hardware
Explain When and How to Use Security Application Software
Select Security Components Based on Customer Needs
Describe and Compare Security Techniques
Passwords
Logging and Auditing
Wireless Configurations
Security Technologies
Describe and Compare Access Control Devices
Physical Security
Data Security
Describe and Compare Firewall Types
Implement a Customer's Security Policy
Configure Security Settings
Permission Levels for Folders and Files
Wireless Antennae
Network Device Access Permissions
Wireless Security Modes
SSID
MAC Address Filtering
Firewalls
Port Forwarding and Port Triggering
Describe Configuring Firewall Types
Software Firewalls
Windows XP Firewalls
Windows Vista Firewalls
Describe Protection Against Malicious Software
Perform Preventive Maintenance on Security
Describe the Configuration of Operating System Updates
Maintain Accounts
Terminating Employee Access
Guest Accounts
Explain Data Backup Procedures, Access to Backups, and Secure Physical Backup Media
Troubleshoot Security
Review the Troubleshooting Process
Step 1: Identify the Problem
Step 2: Establish a Theory of Probable Solutions
Step 3: Determine an Exact Cause
Step 4: Implement a Solution
Step 5: Verify the Solution and Verify Full System Functionality
Step 6: Document Your Findings
Identify Common Problems and Solutions
Malware Settings
User Accounts and Permissions
Computer Security
Firewall and Proxy Settings
Apply Troubleshooting Skills
Summary
Summary of Exercises
Labs
Worksheets
Check Your Understanding
Appendix: Answers to Check Your Understanding Questions
Glossary
9781587132636 TOC 9/7/2010
Chapter 1 Introduction to the Personal Computer
Objectives
Key Terms
Explain IT Industry Certifications
Identify Education and Certifications
Describe the A+ Certification
Describe the EUCIP Certification
Module 1: PC Hardware
Module 2: Operating Systems
Module 3: Local Area Network and Network Services
Module 4: Expert Network Use
Module 5: IT Security
Describe a Computer System
Identify the Names, Purposes, and Characteristics of Cases and Power Supplies
Describe Cases
Describe Power Supplies
Connectors
Electricity and Ohm's Law
Identify the Names, Purposes, and Characteristics of Internal Components
Identify the Names, Purposes, and Characteristics of Motherboards
Identify the Names, Purposes, and Characteristics of CPUs
Identify the Names, Purposes, and Characteristics of Cooling Systems
Identify the Names, Purposes, and Characteristics of ROM and RAM
ROM
RAM
Memory Modules
Cache Memory
Error Checking
Identify the Names, Purposes, and Characteristics of Adapter Cards
Identify the Names, Purposes, and Characteristics of Storage Drives
Floppy Drive
Hard Drive
Optical Drive
External Flash Drive
Types of Drive Interfaces
Identify the Names, Purposes, and Characteristics of Internal Cables
Identify the Names, Purposes, and Characteristics of Ports and Cables
Serial Ports and Cables
Modem Ports and Cables
USB Ports and Cables
FireWire Ports and Cables
Parallel Ports and Cables
SCSI Ports and Cables
Network Ports and Cables
PS/2 Ports
Audio Ports
Video Ports and Connectors
Identify the Names, Purposes, and Characteristics of Input Devices
Identify the Names, Purposes, and Characteristics of Output Devices
Monitors and Projectors
All-in-One Printer
Speakers and Headphones
Explain System Resources and Their Purposes
Interrupt Requests
Input/Output (I/O) Port Addresses
Direct Memory Access
Summary
Summary of Exercises
Check Your Understanding
Chapter 2 Safe Lab Procedures and Tool Use
Objectives
Key Terms
Explain the Purpose of Safe Working Conditions and Procedures
Identify Safety Procedures and Potential Hazards for Users and Technicians
General Safety Guidelines
Electrical Safety Guidelines
Fire Safety Guidelines
Identify Safety Procedures to Protect Equipment from Damage and Data from Loss
Electrostatic Discharge
Electromagnetic Interference
Climate
Power Fluctuation Types
Power Protection Devices
Identify Safety Procedures to Protect the Environment from Contamination
Material Safety Data Sheet
Proper Disposal of Batteries
Proper Disposal of Monitors or CRTs
Proper Disposal of Toner Kits, Cartridges, and Developers
Proper Disposal of Chemical Solvents and Aerosol Cans
Identify Tools and Software Used with Personal Computer Components and Their Purposes
Identify Hardware Tools and Their Purpose
ESD Tools
Hand Tools
Cleaning Tools
Diagnostic Tools
Identify Software Tools and Their Purpose
Disk Management Tools
Protection Software Tools
Identify Organizational Tools and Their Purpose
Personal Reference Tools
Internet Reference Tools
Miscellaneous Tools
Implement Proper Tool Use
Demonstrate Proper Use of an Antistatic Wrist Strap
Demonstrate Proper Use of an Antistatic Mat
Antistatic Mat
Workbench
Demonstrate Proper Use of Various Hand Tools
Screws
Flat-Head Screwdriver
Phillips-Head Screwdriver
Hex Driver
Part Retriever, Needle-Nose Pliers, or Tweezers
Demonstrate Proper Use of Cleaning Materials
Computer Cases and Monitors
LCD Screens
CRT Screens
Component Contacts
Keyboard
Mouse
Summary
Summary of Exercises
Labs
Worksheets
Check Your Understanding
Chapter 3 Computer Assembly-Step by Step
Objectives
Key Terms
Open the Case
Install the Power Supply
Attach the Components to the Motherboard and Install the Motherboard
Install a CPU and a Heat Sink/Fan Assembly
CPU
Heat Sink/Fan Assembly
Install the RAM
Install the Motherboard
Install Internal Drives
Install Drives in External Bays
Install the Optical Drive
Install the Floppy Drive
Install Adapter Cards
Install the NIC
Install the Wireless NIC
Install the Video Adapter Card
Connect All Internal Cables
Connect the Power Cables
Motherboard Power Connections
SATA Power Connectors
Molex Power Connectors
Berg Power Connectors
Connect the Data Cables
PATA Data Cables
SATA Data Cables
Reattach the Side Panels and Connect External Cables to the Computer
Reattach the Side Panels to the Case
Connect External Cables to the Computer
Floppy Drive Data Cables
Boot the Computer for the First Time
Identify Beep Codes
Describe BIOS Setup
Summary
Summary of Exercises
Labs
Virtual Desktop Activities
Check Your Understanding
Chapter 4 Basics of Preventive Maintenance and Troubleshooting
Objectives
Key Terms
Explain the Purpose of Preventive Maintenance
Hardware
Software
Benefits
Identify the Steps of the Troubleshooting Process
Explain the Purpose of Data Protection
Data Backup
Identify the Problem
Conversation Etiquette
Open-Ended Questions
Closed-Ended Questions
Documenting Responses
Event Viewer
Device Manager
Beep Codes
BIOS Information
Diagnostic Tools
Establish a Theory of Probable Causes
Test the Theory to Determine an Exact Cause
Implement the Solution
Verify Solution, Full System Functionality, and If Applicable, Implement Preventive Measures
Document Findings, Actions, and Outcomes
Summary
Summary of Exercises
Check Your Understanding
Chapter 5 Fundamental Operating Systems
Objectives
Key Terms
Explain the Purpose of an Operating System
Describe Characteristics of Modern Operating Systems
Control Hardware Access
File and Folder Management
User Interface
Application Management
Explain Operating System Concepts
Modes of Operation
Real Mode
Protected Mode
Virtual Real Mode
Compatibility Mode
32-Bit Versus 64-Bit
Processor Architecture
Describe and Compare Operating Systems to Include Purpose, Limitations, and Compatibilities
Describe Desktop Operating Systems
Microsoft Windows
Apple Mac OS
UNIX/Linux
Describe Network Operating Systems
Determine Operating System Based on Customer Needs
Identify Applications and Environments That Are Compatible with an Operating System
Determine Minimum Hardware Requirements and Compatibility with the OS Platform
Hardware Compatibility List
Install an Operating System
Identify Hard Drive Setup Procedures
Partitioning and Formatting
Prepare the Hard Drive
Install the Operating System Using Default Settings
Create User Accounts
Complete the Installation
Describe Custom Installation Options
Disk Cloning
Network Installation
Recovery Disc
Factory Recovery Partition
Identify the Boot Sequence Files and Registry Files
Windows XP Boot Process
NTLDR and the Windows Boot Menu
Windows Registry
NT Kernel
Describe How to Manipulate Operating System Files
Startup Modes
Describe Directory Structures
File Extensions and Attributes
Describe NTFS and FAT32
Navigate a GUI (Windows)
Manipulate Items on the Desktop
Display Properties
Desktop Items
Start Menu
My Computer
Launching Applications
My Network Places
Explore Control Panel Applets
Control Panel Applets
Display Settings
Explore Administrative Tools
Computer Management
Device Manager
Task Manager
Services
Performance Monitor
Event Viewer
MMC
Remote Desktop
Performance Settings
Install, Navigate, and Uninstall an Application
Add or Remove Programs Applet
Add an Application
Uninstall an Application
Describe Upgrading an Operating System
Upgrading the Operating System to Windows XP
Upgrading the Operating System to Windows Vista
Identify and Apply Common Preventive Maintenance Techniques for Operating Systems
Create a Preventive Maintenance Plan
Preventive Maintenance Planning
Device Driver Updates
Firmware Updates
Operating System Updates
Security
Startup Programs
Schedule a Task
System Utilities
Automatic Updates
Restore Point
Backup Status and Configuration
ERD and ASR
Back Up the Hard Drive
Normal Backup
Copy Backup
Differential Backup
Incremental Backup
Daily Backup
Backup Media
Troubleshoot Operating Systems
Review the Troubleshooting Process
Step 1: Identify the Problem
Step 2: Establish a Theory of Probable Causes
Step 3: Determine an Exact Cause
Step 4: Implement a Solution
Step 5: Verify Solution and Full System Functionality
Step 6: Document Findings
Identify Common Problems and Solutions
Summary
Summary of Exercises
Labs
Worksheets
Check Your Understanding
Chapter 6 Fundamental Laptops and Portable Devices
Objectives
Key Terms
Describe Laptops and Other Portable Devices
Identify Common Uses of Laptops
Identify Common Uses of PDAs and Smartphones
Identify and Describe the Components of a Laptop
Describe the Components Found on the Outside of the Laptop
Describe Input Devices Found on Laptops
Describe the Components Found on the Laptop Docking Station
Compare and Contrast Desktop and Laptop Components
Compare and Contrast Desktop and Laptop Motherboards
Compare and Contrast Desktop and Laptop Processors
Compare and Contrast Desktop and Laptop Power Management
Compare and Contrast Desktop and Laptop Expansion
Capabilities
Explain How to Configure Laptops
Describe How to Configure Power Settings
Configuring Power Settings in Windows XP and Vista
Managing Power Usage
Power Management for the Hard Drive and the Display
Setting the Laptop Power Options
Adjusting Low Battery Warnings
Describe the Safe Installation and Removal of Laptop Components
Battery Replacement Steps
Optical Drive Replacement Steps
Hard Drive Replacement Steps
Expansion Memory Replacement Steps
PC Expansion Card Replacement Steps
Hot-Swappable Device Removal Steps
Laptop Communication Hardware Installation and Configuration
Ethernet Installation and Configuration Steps
Wireless Ethernet Installation and Configuration Steps
Modem Installation and Configuration Steps
Bluetooth Installation and Configuration Steps
Infrared Installation and Configuration Steps
Cellular WAN Installation and Configuration Steps
Compare the Different Mobile Phone Standards
Identify Common Preventive Maintenance Techniques for Laptops and Portable Devices
Identify Appropriate Cleaning Procedures
Laptop Keyboard Cleaning Procedures
Ventilation Cleaning Procedures
LCD Cleaning Procedures
Touch Pad Cleaning Procedures
Floppy Drive Cleaning Procedures
Optical Drive Cleaning Procedures
Cleaning a CD or DVD Disc
Identify Optimal Operating Environments
Describe How to Troubleshoot Laptops and Portable Devices
Review the Troubleshooting Process
Identify Common Problems and Solutions
Summary
Summary of Exercises
Worksheets
Virtual Laptop Activities
Check Your Understanding
Chapter 7 Fundamental Printers and Scanners
Objectives
Key Terms
Describe the Types of Printers Currently Available
Describe the Characteristics and Capabilities of Printers
Capacity and Speed
Color or Black and White
Quality
Reliability
Total Cost of Ownership
Describe Printer-to-Computer Interfaces
Serial Ports
Parallel Ports
SCSI Interfaces
USB Interfaces
FireWire Connections
Ethernet Connections
Wireless Connections
Describe Laser Printers
Describe Impact Printers
Describe Inkjet Printers
Describe Solid-Ink Printers
Describe Other Printer Types
Thermal Printers
Dye-Sublimation Printers
Describe the Installation and Configuration Process for Printers
Describe How to Set Up a Printer
Explain How to Power and Connect the Device Using a Local or Network Port
Describe How to Install and Update the Device Driver, Firmware, and RAM
Printer Drivers
Firmware
Printer Memory
Identify Configuration Options and Default Settings
Describe How to Optimize Printer Performance
Describe How to Print a Test Page
Printing a Test Page
Printing from an Application
Testing a Printer
Testing the Printer from the Printer Panel
Describe How to Share a Printer
Describe the Types of Scanners Currently Available
Describe Scanner Types, Resolution, and Interfaces
Describe All-in-One Devices
Describe Flatbed Scanners
Describe Handheld Scanners
Describe Drum Scanners
Describe the Installation and Configuration Process for Scanners
Explain How to Power and Connect a Scanner
Describe How to Install and Update the Device Driver
Identify Configuration Options and Default Settings
Identify and Apply Common Preventive Maintenance Techniques for Printers and Scanners
Describe Printer Maintenance
Describe Scanner Maintenance
Troubleshoot Printers and Scanners
Review the Troubleshooting Process
Identify Common Problems and Solutions
Summary
Summary of Exercises
Labs
Check Your Understanding
Chapter 8 Fundamental Networks
Objectives
Key Terms
Explain the Principles of Networking
Define Computer Networks
Explain the Benefits of Networking
Describe Types of Networks
Describe a LAN
Describe a WAN
Describe a WLAN
Explain Peer-to-Peer Networks
Explain Client/Server Networks
Describe Basic Networking Concepts and Technologies
Explain Bandwidth and Data Transmission
Describe IP Addressing
Dotted Decimal
Classful Subnetting
Subnet Mask
Manual Configuration
Define DHCP
Define NAT
Describe Internet Protocols and Applications
Define ICMP
Describe the Physical Components of a Network
Identify the Names, Purposes, and Characteristics of Network Devices
Hubs
Bridges and Switches
Routers
Wireless Access Points
Multipurpose Devices
Identify the Names, Purposes, and Characteristics of Common Network Cables
Twisted Pair
Category Rating
Coaxial Cable
Fiber-Optic Cable
Describe LAN Topologies and Architectures
Describe LAN Topologies
Physical Topologies
Logical Topologies
Describe LAN Architectures
Ethernet
Token Ring
FDDI
Identify Standards Organizations
Identify Ethernet Standards
Explain Cabled Ethernet Standards
Ethernet Technologies
Summary of Ethernet Technologies
Explain Wireless Ethernet Standards
Explain the OSI and TCP/IP Data Models
Define the TCP/IP Model
Application Layer Protocols
Transport Layer Protocols
Internet Layer Protocols
Network Access Layer Protocols
Define the OSI Model
Compare the OSI and TCP/IP Models
Describe How to Configure a NIC and a Modem
Install or Update a NIC Driver
Uninstall a NIC Driver
Attach the Computer to an Existing Network
Describe the Installation of a Modem
AT Commands
Identify the Names, Purposes, and Characteristics of Other Technologies Used to Establish Connectivity
Describe Telephone Technologies
Analog Telephone
Integrated Services Digital Network (ISDN)
Digital Subscriber Line (DSL)
Define Power Line Communication
Define Broadband
Cellular
Cable
DSL
Satellite
Fiber Broadband
Define VoIP
Define VPN
Identify and Apply Common Preventive Maintenance Techniques Used for Networks
Counterfeiting and the IT Industry
Troubleshoot a Network
Review the Troubleshooting Process
Identify Common Network Problems and Solutions
Summary
Summary of Exercises
Labs
Worksheets
Packet Tracer Activities
Check Your Understanding
Chapter 9 Fundamental Security
Objectives
Key Terms
Explain Why Security Is Important
Describe Security Threats
Define Viruses, Worms, and Trojans
Explain Web Security
Define Adware, Spyware, and Grayware
Explain Denial of Service
Describe Spam and Popup Windows
Explain Social Engineering
Explain TCP/IP Attacks
Explain Data Wiping, Hard Drive Destruction, and Recycling
Data Wiping
Hard Drive Destruction
Hard Drive Recycling
Identify Security Procedures
Explain What Is Required in a Basic Local Security Policy
Explain the Tasks Required to Protect Physical Equipment
Describe Ways to Protect Data
Password Protection
Data Encryption
Software Firewall
Data Backups
Smart Card Security
Biometric Security
File System Security
Describe Wireless Security Techniques
Identify Common Preventive Maintenance Techniques for Security
Explain How to Update Signature Files for Antivirus and Antispyware Software
Explain How to Install Operating System Service Packs and Security Patches
Troubleshoot Security
Review the Troubleshooting Process
Step 1: Identify the Problem
Step 2: Establish a Theory of Probably Causes
Step 3: Determine an Exact Cause
Step 4: Implement the Solution
Step 5: Verify Solution and Full System Functionality
Step 6: Document Findings
Identify Common Problems and Solutions
Summary
Summary of Exercises
Worksheets
Packet Tracer Activities
Check Your Understanding
Chapter 10 Communication Skills
Objectives
Key Terms
Explain the Relationship Between Communication and Troubleshooting
Describe Good Communication Skills and Professional Behavior
Determine the Computer Problem of the Customer
Display Professional Behavior with the Customer
Focus the Customer on the Problem During the Call
Talkative Customer
Rude Customer
Angry Customer
Knowledgeable Customer
Inexperienced Customer
Use Proper Netiquette
Implement Time and Stress Management Techniques
Workstation Ergonomics
Time Management
Stress Management
Observe Service Level Agreements
Follow Business Policies
Explain Ethics and Legal Aspects of Working with Computer Technology
Ethical Customs
Legal Rules
Describe the Call Center Environment and Technician Responsibilities
Describe the Call Center Environment
Describe Level-One Technician Responsibilities
Describe Level-Two Technician Responsibilities
Summary
Summary of Exercises
Worksheets
Class Discussions
Check Your Understanding
Chapter 11 Advanced Personal Computers
Objectives
Key Terms
Give an Overview of Field, Remote, and Bench Technician Jobs
Explain Safe Lab Procedures and Tool Use
Review Safe Working Environments and Procedures
Review Names, Purposes, Characteristics, and Safe and Appropriate Use of Tools
Identify Potential Safety Hazards and Implement Proper Safety Procedures for Computer Components
Describe Environmental Issues
Describe Situations Requiring Replacement of Computer Components
Select a Case and Power Supply
Select a Motherboard
Select the CPU and Heat Sink/Fan Assembly
Select RAM
Select Adapter Cards
Graphics Cards
Sound Cards
Storage Controllers
Input/Output Cards
Network Interface Cards
Capture Cards
Select Storage Devices and Hard Drives
Floppy Disk Drive
Media Readers
Hard Drives
Solid State Drives
Optical Drives
External Storage
Select Input and Output Devices
Upgrade and Configure Personal Computer Components and Peripherals
Upgrade and Configure a Motherboard
CPU Installation
Jumper Settings
CMOS Battery Installation
Motherboard Installation
BIOS Updates
Advanced BIOS Settings
Upgrade and Configure a CPU and a Heat Sink/Fan Assembly
Upgrade and Configure RAM
Upgrade and Configure BIOS
Upgrade and Configure Storage Devices and Hard Drives
Upgrade and Configure Input and Output Devices
Identify and Apply Common Preventive Maintenance Techniques for Personal Computer Components
Clean Internal Components
Clean the Case
Inspect Computer Components
CPU and Cooling System
RAM Connections
Storage Devices
Adapter Cards
Power Devices
Loose Screws
Keyboard and Mouse
Cables
Troubleshoot Computer Components and Peripherals
Review the Troubleshooting Process
Identify Common Problems and Solutions
Storage Device Problems
Motherboard and Internal Component Problems
Power Supply Problems
CPU Problems and Memory Problems
Apply Troubleshooting Skills
Summary
Summary of Exercises
Labs
Worksheets
Check Your Understanding
Chapter 12 Advanced Operating Systems
Objectives
Key Terms
Select the Appropriate Operating System Based on Customer Needs
Describe Operating Systems
Describe Network Operating Systems
Windows OS Directory Structures
User File Locations
System File Locations
Fonts
Temporary Files
Program Files
Offline Files and Folders
Install, Configure, and Optimize an Operating System
Compare and Contrast a Default Installation and a Custom Installation
Install Windows XP Professional Using a Custom Installation
Unattended Installation in Windows XP
Unattended Installation in Windows Vista
Image-Based Installation
Remote Installation
Create, View, and Manage Disks, Directories, and Files
Disk Structure
Drive Status
File System
Identify Procedures and Utilities Used to Optimize the Performance of Operating Systems
System Tools
Administrative Tools
Services
Device Manager
Task Manager
System Monitor
Regional and Language Options
Temporary Files
Identify Procedures and Utilities Used to Optimize the Performance of Browsers
Describe Installation, Use, and Configuration of Email Software
Set Screen Resolution and Update the Video Driver
Describe Installation of a Second Operating System
The Boot.ini File
Windows CLI Commands
MSCONFIG
SFC
Describe How to Upgrade Operating Systems
Describe Preventive Maintenance Procedures for Operating Systems
Schedule Automatic Tasks and Updates
GUI Scheduled Tasks
CLI Scheduled Tasks
Windows Automatic Updates
Set Restore Points
Troubleshoot Operating Systems
Review the Troubleshooting Process
Step 1: Identify the Problem
Step 2: Establish a Theory of Probable Causes
Step 3: Determine an Exact Cause
Step 4: Implement a Solution
Step 5: Verify Solution and Full System Functionality
Step 6: Document Your Findings
Identify Common Problems and Solutions
Apply Troubleshooting Skills
Summary
Summary of Exercises
Labs
Check Your Understanding
Chapter 13 Advanced Laptops and Portable Devices
Objectives
Key Terms
Describe Wireless Communication Methods for Laptops and Portable Devices
Describe Bluetooth Technology
Describe Infrared Technology
Describe Cellular WAN Technology
Describe Wi-Fi Technology
Describe Satellite Technology
Describe Repairs for Laptops and Portable Devices
Select Laptop Components
Select Batteries
Select a Docking Station or Port Replicator
Select Storage Devices
Select Additional RAM
Describe Preventive Maintenance Procedures for Laptops
Describe How to Schedule and Perform Maintenance on Laptops
Explain How to Manage Data Version Control Between Desktops and Laptops
Describe How to Troubleshoot a Laptop
Review the Troubleshooting Process
Step 1: Identify the Problem
Step 2: Establish a Theory of Probable Causes
Step 3: Determine an Exact Cause
Step 4: Implement a Solution
Step 5: Verify Solution and Full System Functionality
Step 6: Document Findings
Identify Common Problems and Solutions
Hard Drive Replacement Steps
Expansion Memory Replacement Steps
Optical Drive Replacement Steps
Battery Replacement Steps
PC Expansion Card Replacement Steps
Hot-Swappable Device Removal Steps
Apply Troubleshooting Skills
Summary
Summary of Exercises
Worksheets
Labs
Check Your Understanding
Chapter 14 Advanced Printers and Scanners
Objectives
Key Terms
Describe Potential Safety Hazards and Safety Procedures Associated with Printers and Scanners
Install and Configure a Local Printer and Scanner
Connect the Device to a Local Port
Install and Configure the Driver and Software
Printer Driver Installation
Page Description Language
Configure Options and Default Settings
Global Method
Per-Document Method
Scanner Calibrations
Printer Calibrations
Verify Functionality
Printer Test
Scanner Test
Describe How to Share a Printer and a Scanner on a Network
Describe the Types of Print Servers
Network Print Server Devices
Dedicated PC Print Servers
Computer-Shared Printers
Describe How to Install Network Printer Software and Drivers on a Computer
Upgrade and Configure Printers and Scanners
Describe Printer Upgrades
Installing Printer Memory
Additional Printer Upgrades
Describe Scanner Optimization
Describe Printer and Scanner Preventive Maintenance Techniques
Determine Scheduled Maintenance According to Vendor Guidelines
Describe a Suitable Environment for Printers and Scanners
Describe Cleaning Methods
Printer Maintenance
Scanner Maintenance
Describe Checking Capacity of Ink Cartridges and Toners
Troubleshoot Printers and Scanners
Review the Troubleshooting Process
Step 1: Identify the Problem
Step 2: Establish a Theory of Probable Causes
Step 3: Determine an Exact Cause
Step 4: Implement a Solution
Step 5: Verify Solution and Full System Functionality
Step 6: Document Findings
Identify Common Problems and Solutions
Apply Troubleshooting Skills
Summary
Summary of Exercises
Labs
Worksheets
Check Your Understanding
Chapter 15 Advanced Networks
Objectives
Key Terms
Identify Potential Safety Hazards and Implement Proper Safety Procedures Related to Networks
Explain Fiber-Optic Safety
Chemicals
Tools
Harmful Light
Glass Shards
Explain Cable, Cable Cutters, and Cable-Cutting Safety Hazards
Design a Network Based on the Customer's Needs
Determine a Topology
Determine Protocols and Network Applications
Determine the Components for the Customer's Network
Select Cable Types
Wireless
Cost
Security
Design for the Future
Select the ISP Connection Type
Plain Old Telephone Service
Integrated Services Digital Network
Digital Subscriber Line
Cable
Satellite
Cellular
Wireless
Compare ISP Connection Types
Select Network Cards
Select the Network Device
Hubs
Switches
Routers
ISP Equipment
Implement the Customer's Network
Install and Test the Customer's Network
Configure the Customer's Internet and Network Resources
Temporary Internet Files
Default Browser
File Sharing
Printer Sharing
Upgrade the Customer's Network
Install and Configure a Wireless NIC
Install and Configure a Wireless Router
802.11 Protocol Selection
Static IP Address Configuration
SSID Setting
Firmware Update
Test the Connection
Network Connections
ipconfig
ping
tracert
net
nslookup
Describe the Installation, Configuration, and Management of a Simple Mail Server
SMTP
POP
IMAP
Email Server
Email Server Installation
Describe Preventive Maintenance Procedures for Networks
Troubleshoot the Network
Review the Troubleshooting Process
Step 1: Identify the Problem
Step 2: Establish a Theory of Probable Causes
Step 3: Determine an Exact Cause
Step 4: Implement a Solution
Step 5: Verify Solution and Full System Functionality
Step 6: Document Findings
Identify Common Problems and Solutions
Apply Troubleshooting Skills
Summary
Summary of Exercises
Labs
Worksheets
Packet Tracer Activities
Check Your Understanding
Chapter 16 Advanced Security
Objectives
Key Terms
Outline Security Requirements Based on Customer Needs
Outline a Local Security Policy
Explain When and How to Use Security Hardware
Explain When and How to Use Security Application Software
Select Security Components Based on Customer Needs
Describe and Compare Security Techniques
Passwords
Logging and Auditing
Wireless Configurations
Security Technologies
Describe and Compare Access Control Devices
Physical Security
Data Security
Describe and Compare Firewall Types
Implement a Customer's Security Policy
Configure Security Settings
Permission Levels for Folders and Files
Wireless Antennae
Network Device Access Permissions
Wireless Security Modes
SSID
MAC Address Filtering
Firewalls
Port Forwarding and Port Triggering
Describe Configuring Firewall Types
Software Firewalls
Windows XP Firewalls
Windows Vista Firewalls
Describe Protection Against Malicious Software
Perform Preventive Maintenance on Security
Describe the Configuration of Operating System Updates
Maintain Accounts
Terminating Employee Access
Guest Accounts
Explain Data Backup Procedures, Access to Backups, and Secure Physical Backup Media
Troubleshoot Security
Review the Troubleshooting Process
Step 1: Identify the Problem
Step 2: Establish a Theory of Probable Solutions
Step 3: Determine an Exact Cause
Step 4: Implement a Solution
Step 5: Verify the Solution and Verify Full System Functionality
Step 6: Document Your Findings
Identify Common Problems and Solutions
Malware Settings
User Accounts and Permissions
Computer Security
Firewall and Proxy Settings
Apply Troubleshooting Skills
Summary
Summary of Exercises
Labs
Worksheets
Check Your Understanding
Appendix: Answers to Check Your Understanding Questions
Glossary
9781587132636 TOC 9/7/2010