Introduction |
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xxiii | |
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PART I DOMAIN 1.0: OPERATING SYSTEMS |
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1 | (218) |
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Chapter 1 Microsoft Windows Editions |
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3 | (14) |
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3 | (4) |
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Feature Differences Between Editions |
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7 | (5) |
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12 | (5) |
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Chapter 2 Microsoft Command-Line Tools |
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17 | (20) |
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17 | (3) |
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20 | (17) |
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Chapter 3 Windows 10 Operating System Tools |
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37 | (22) |
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38 | (4) |
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Microsoft Management Console (MMC) Snap-In |
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42 | (9) |
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51 | (8) |
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Chapter 4 Windows 10 Control Panel |
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59 | (26) |
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60 | (1) |
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60 | (1) |
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61 | (1) |
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62 | (1) |
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63 | (1) |
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Network and Sharing Center |
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64 | (1) |
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64 | (1) |
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Windows Defender Firewall |
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65 | (1) |
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65 | (2) |
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67 | (2) |
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69 | (1) |
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69 | (2) |
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71 | (1) |
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72 | (1) |
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73 | (5) |
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78 | (2) |
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80 | (5) |
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Chapter 5 Windows Settings |
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85 | (20) |
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86 | (1) |
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87 | (1) |
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88 | (3) |
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91 | (1) |
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92 | (1) |
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93 | (1) |
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94 | (3) |
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97 | (1) |
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98 | (1) |
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98 | (1) |
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99 | (6) |
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Chapter 6 Windows Networking |
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105 | (22) |
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Workgroup vs. Domain Setup |
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106 | (3) |
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Local OS Firewall Settings |
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109 | (4) |
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Client Network Configuration |
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113 | (4) |
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Establish Network Connections |
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117 | (3) |
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120 | (1) |
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Public Network vs. Private Network |
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121 | (1) |
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File Explorer Navigation - Network Paths |
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122 | (1) |
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Metered Connections and Limitations |
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122 | (5) |
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Chapter 7 Application Installation and Configuration |
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127 | (16) |
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System Requirements for Applications |
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128 | (7) |
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OS Requirements for Applications |
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135 | (1) |
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136 | (1) |
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Physical Media vs. Downloadable |
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137 | (1) |
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137 | (1) |
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Other Considerations for New Applications |
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138 | (5) |
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Chapter 8 Operating System Types |
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143 | (18) |
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143 | (5) |
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148 | (2) |
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150 | (6) |
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Vendor Life-Cycle Limitations |
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156 | (1) |
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Compatibility Concerns Between OSs |
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157 | (4) |
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Chapter 9 Operating System Installations and Upgrades |
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161 | (16) |
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162 | (5) |
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167 | (3) |
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170 | (1) |
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171 | (1) |
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172 | (1) |
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173 | (4) |
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177 | (24) |
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Installation and Uninstallation of Applications |
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178 | (2) |
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Apple ID and Corporate Restrictions |
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180 | (1) |
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181 | (1) |
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182 | (6) |
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188 | (6) |
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194 | (1) |
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195 | (1) |
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196 | (1) |
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197 | (4) |
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201 | (18) |
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201 | (11) |
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212 | (2) |
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214 | (5) |
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PART II DOMAIN 2.0: SECURITY |
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219 | (176) |
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Chapter 12 Physical Security |
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221 | (10) |
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221 | (3) |
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Physical Security for Staff |
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224 | (7) |
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Chapter 13 Logical Security |
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231 | (18) |
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231 | (7) |
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Mobile Device Management (MDM) |
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238 | (1) |
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238 | (11) |
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Chapter 14 Wireless Security |
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249 | (22) |
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249 | (3) |
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252 | (7) |
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259 | (1) |
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260 | (2) |
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Malware Prevention and Removal Tools and Methods |
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262 | (9) |
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Chapter 16 Social Engineering and Security Threats |
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271 | (18) |
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271 | (5) |
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276 | (5) |
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281 | (8) |
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Chapter 17 Windows Security |
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289 | (24) |
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290 | (2) |
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292 | (3) |
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295 | (2) |
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297 | (2) |
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NTFS vs. Share Permissions |
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299 | (5) |
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Run As Administrator vs. Standard User |
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304 | (3) |
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307 | (1) |
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308 | (1) |
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Encrypting File System (EFS) |
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308 | (5) |
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Chapter 18 Workstation Security Configuration |
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313 | (18) |
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314 | (1) |
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314 | (4) |
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318 | (2) |
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320 | (3) |
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Change Default Administrator's User Account/Password |
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323 | (2) |
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325 | (1) |
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325 | (6) |
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Chapter 19 Mobile and Embedded Device Security |
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331 | (14) |
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332 | (2) |
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Locator Apps and Remote Wipes |
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334 | (1) |
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335 | (1) |
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336 | (1) |
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Remote Backup Applications |
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336 | (1) |
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Failed Login Attempts Restrictions |
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337 | (1) |
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338 | (1) |
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338 | (1) |
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339 | (1) |
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340 | (5) |
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Chapter 20 Data Destruction and Disposal |
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345 | (14) |
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345 | (4) |
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Recycling or Repurposing Best Practices |
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349 | (6) |
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355 | (4) |
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Chapter 21 Network Security |
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359 | (20) |
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360 | (7) |
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Wireless Specific Settings |
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367 | (5) |
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372 | (7) |
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Chapter 22 Browser Security |
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379 | (16) |
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Browser Download/Installation |
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379 | (6) |
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385 | (10) |
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PART III DOMAIN 3.0: SOFTWARE TROUBLESHOOTING |
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395 | (82) |
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Chapter 23 Troubleshooting Windows |
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397 | (22) |
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397 | (10) |
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Common Troubleshooting Steps |
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407 | (12) |
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Chapter 24 Troubleshooting PC Security |
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419 | (14) |
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419 | (7) |
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426 | (7) |
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Chapter 25 Troubleshooting Malware |
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433 | (14) |
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Step 1 Investigate and Verify Malware Symptoms |
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434 | (2) |
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Step 2 Quarantine Infected Systems |
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436 | (1) |
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Step 3 Disable System Restore in Windows |
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436 | (5) |
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Step 5 Schedule Scans and Run Updates |
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441 | (2) |
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Step 6 Enable System Restore and Create a Restore Point in Windows |
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443 | (1) |
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Step 7 Educate the End User |
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443 | (4) |
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Chapter 26 Troubleshooting Mobile Device OS and Applications |
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447 | (16) |
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Common Mobile OS and Application Symptoms |
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448 | (15) |
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Chapter 27 Troubleshooting Mobile Device Security |
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463 | (14) |
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464 | (3) |
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467 | (10) |
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PART IV DOMAIN 4.0: OPERATIONAL PROCEDURES |
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477 | (116) |
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479 | (16) |
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480 | (3) |
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483 | (3) |
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486 | (5) |
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491 | (4) |
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Chapter 29 Change Management |
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495 | (10) |
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Documented Business Processes |
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495 | (2) |
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497 | (8) |
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Chapter 30 Workstation Backup and Recovery |
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505 | (14) |
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505 | (6) |
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511 | (2) |
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513 | (6) |
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519 | (14) |
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Electrostatic Discharge (ESD) Straps |
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519 | (2) |
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521 | (1) |
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522 | (1) |
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523 | (1) |
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Proper Component Handling and Storage |
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524 | (1) |
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524 | (1) |
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Compliance with Government Regulations |
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524 | (1) |
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525 | (8) |
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Chapter 32 Environmental Protection |
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533 | (10) |
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Material Safety Data Sheet (MSDS): Documentation for Handling and Disposal |
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533 | (3) |
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Temperature, Humidity-Level Awareness, and Proper Ventilation |
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536 | (2) |
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Power Surges, Under-Voltage Events, and Power Failures |
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538 | (5) |
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Chapter 33 Privacy, Licensing, Policy, and Incident Response |
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543 | (10) |
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544 | (2) |
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Licensing/Digital Rights Management (DRM)/End-User License Agreement (EULA) |
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546 | (2) |
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548 | (5) |
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Chapter 34 Communication and Professionalism |
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553 | (12) |
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Professional Appearance and Attire |
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554 | (1) |
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Use Proper Language and Avoid Jargon, Acronyms, and Slang, When Applicable |
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555 | (1) |
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Maintain a Positive Attitude/Project Confidence |
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555 | (1) |
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Actively Listen, Take Notes, and Avoid Interrupting the Customer |
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556 | (1) |
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556 | (1) |
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Be on Time (If Late, Contact the Customer) |
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557 | (1) |
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557 | (1) |
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Dealing with Difficult Customers or Situations |
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558 | (1) |
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Set and Meet Expectations/Time Line and Communicate Status with the Customer |
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559 | (1) |
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Deal Appropriately with Customers' Confidential and Private Materials |
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560 | (5) |
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565 | (10) |
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565 | (3) |
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568 | (1) |
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Other Considerations When Using Scripts |
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569 | (6) |
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575 | (18) |
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575 | (13) |
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Security Considerations of Each Access Method |
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588 | (5) |
Index |
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593 | |