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IT Essentials Course Booklet v7 7th edition [Pehme köide]

Cisco Networking Academy

Formaat: Paperback / softback, 352 pages, kõrgus x laius x paksus: 275x215x10 mm, kaal: 802 g
Ilmumisaeg: 17-Dec-2019
Kirjastus: Cisco Press
ISBN-10: 0135612160
ISBN-13: 9780135612163

Teised raamatud teemal:

Computer science - (Hetkel poes: 7 nimetust)

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Formaat: Paperback / softback, 352 pages, kõrgus x laius x paksus: 275x215x10 mm, kaal: 802 g
Ilmumisaeg: 17-Dec-2019
Kirjastus: Cisco Press
ISBN-10: 0135612160
ISBN-13: 9780135612163

Teised raamatud teemal:

Computer science - (Hetkel poes: 7 nimetust)

Püsilink: https://www.kriso.ee/db/9780135612163.html

Märksõnad:

Your Cisco Networking Academy Course Booklet is designed as a study resource you can easily read, highlight, and review on the go, wherever the Internet is not available or practical:

The text is extracted directly, word-for-word, from the online course so you can highlight important points and take notes in the "Your Chapter Notes" section.
Headings with the exact page correlations provide a quick reference to the online course for your classroom discussions and exam preparation.
An icon system directs you to the online curriculum to take full advantage of the images embedded within the Networking Academy online course interface and reminds you to do the labs, interactive activities, packet tracer activities, watch videos, and take the chapter quizzes.

The Course Booklet is a basic, economical paper-based resource to help you succeed with the Cisco Networking Academy online course.

Chapter 1 Introduction to Personal Computer Hardware

(16)

1.0 Introduction to Personal Computers

(1)

1.1 Personal Computers

(1)

1.1.1 What is in a Computer?

(1)

1.1.1.1 Video Explanation - What's in a Computer?

(1)

1.1.2 Electrical and ESD Safety

(1)

1.1.2.1 Electrical Safety

(1)

1.1.2.2 ESD

(1)

1.1.2.3 Check Your Understanding - ESD Characteristics

(1)

1.2 PC Components

(11)

1.2.1 Case and power supplies

(2)

1.2.1.1 Cases

(1)

1.2.1.2 Power Supplies

(1)

1.2.1.3 Connectors

(1)

1.2.1.4 Power Supply Voltage

(1)

1.2.1.5 Check Your Understanding - Cases and Power Supplies

(1)

1.2.2 Motherboards

(2)

1.2.2.1 Motherboards

(1)

1.2.2.2 Motherboard Components

(1)

1.2.2.3 Motherboard Chipset

(1)

1.2.2.4 Motherboard Form Factors

(1)

1.2.2.5 Check Your Understanding - Motherboards

(1)

1.2.3 CPUs and Cooling Systems

(1)

1.2.3.1 What is a CPU?

(1)

1.2.3.2 Cooling Systems

(1)

1.2.3.3 Check Your Understanding - CPUs and Cooling Systems

(1)

1.2.4 Memory

(2)

1.2.4.1 Types of Memory

(1)

1.2.4.2 Types of ROM

(1)

1.2.4.3 Types of RAM

(1)

1.2.4.4 Memory Modules

(1)

1.2.4.5 Check Your Understanding - Memory

(1)

1.2.5 Adapter Cards and Expansion Slots

(1)

1.2.5.1 Adapter Cards

(1)

1.2.5.2 Check Your Understanding - Adapter Cards and Expansion Slots

(1)

1.2.6 Hard disk drives and SSDs

(2)

1.2.6.1 Types of Storage Devices

(1)

1.2.6.2 Storage Device Interfaces

(1)

1.2.6.3 Magnetic Media Storage

(1)

1.2.6.4 Semiconductor Storage

(1)

1.2.6.5 Check Your Understanding - Data Storage Devices

(1)

1.2.7 Optical Storage Devices

(1)

1.2.71 Types of Optical Storage Devices

(1)

1.2.72 Check Your Understanding - Types of Optical Media

(1)

1.2.8 Ports, Cables, and Adaptors

(1)

1.2.8.1 Video Ports and Cables

(1)

1.2.8.2 Other Ports and Cables

(1)

1.2.8.3 Adapters and Converters

(1)

1.2.8.4 Check Your Understanding - Cables and Connectors

(1)

1.2.9 Input Devices

(1)

1.2.9.1 The Original Input Devices

(1)

1.2.9.2 New Input Devices

(1)

1.2.9.3 More New Input Devices

(1)

1.2.9.4 Most Recent Input Devices

(1)

1.2.9.5 Check Your Understanding - Input Devices

(1)

1.2.10 Output Devices

(1)

1.2.10.1 What are Output Devices?

(1)

1.2.10.2 Monitors and Projectors

(1)

1.2.10.3 VR and AR Headsets

(1)

1.2.10.4 Printers

(1)

1.2.10.5 Speakers and Headphones

(1)

1.2.10.6 Check Your Understanding - Visual and Auditory Output Device Characteristics

(1)

1.3 Computer Disassembly

(1)

1.3.1 The Technician's Toolkit

(1)

1.3.1.1 Video Explanation - Technician's Toolkit

(1)

1.3.1.2 Check Your Understanding - Technician's Toolkit

(1)

1.3.2 Computer Disassembly

(4)

1.3.2.1 Video Demonstration - Computer Disassembly

(1)

1.3.2.2 Lab - Disassemble a Computer

(1)

1.4 Summary

(1)

Quiz

(1)

Exam

(1)

Notes

(2)

Chapter 2 PC Assembly

(14)

2.0 Introduction to PC Assembly

(1)

2.1 Assemble the Computer

(11)

2.1.1 General and Fire Safety

(1)

2.1.1.1 Video Explanation - General and Fire Safety

(1)

2.1.2 Open the Case and Connect the Power Supply

(2)

2.1.2.1 Video Demonstration - Install the Power Supply

(1)

2.1.2.2 Check Your Understanding - Install the Power Supply

(1)

2.1.2.3 Select the Case and Fans

(1)

2.1.2.4 Select a Power Supply

(1)

2.1.2.5 Lab - Install the Power Supply

(1)

2.1.3 Install the Motherboard Components

(2)

2.1.3.1 Video Demonstration - Install the CPU

(1)

2.1.3.2 Check Your Understanding - Install the CPU

(1)

2.1.3.3 Video Demonstration - Install the RAM

(1)

2.1.3.4 Check Your Understanding - Install the RAM

(1)

2.1.3.5 Video Demonstration - Install the Motherboard

(1)

2.1.3.6 Check Your Understanding - Install the Motherboard

(1)

2.1.3.7 Select the Motherboard

(1)

2.1.3.8 Select the CPU and CPU Cooling

(1)

2.1.3.9 Select the RAM

(1)

2.1.3.10 Lab - Install the Motherboard in a Computer

(1)

2.1.4 Install Internal Drives

(2)

2.1.4.1 Video Demonstration - Install the Drives

(1)

2.1.4.2 Select Hard Drives

(1)

2.1.4.3 Select Optical Drives

(1)

2.1.4.4 Install the Hard Drive

(1)

2.1.4.5 Install the Optical Drive

(1)

2.1.4.6 Check Your Understanding - Installing Drives

(1)

2.1.4.7 Lab - Install the Drives

(1)

2.1.5 Install the Adapter Cards

(2)

2.1.5.1 Video Demonstration - Install the Adapter Cards

(1)

2.1.5.2 Select Adapter Cards

(1)

2.1.5.3 Other Factors for Adapter Card Selection

(1)

2.1.5.4 Install the Adapter Cards

(1)

2.1.5.5 Check Your Understanding - Installing Adapter Cards

(1)

2.1.5.6 Lab - Install Adapter Card

(1)

2.1.6 Select Additional Storage

(1)

2.1.6.1 Select a Media Reader

(1)

2.1.6.2 Select External Storage

(1)

2.1.6.3 Check Your Understanding - Media Cards

(1)

2.1.7 Install the Cables

(5)

2.1.7.1 Video Demonstration - Connect the Internal Power Cables

(1)

2.1.7.2 Check Your Understanding - Identify the Power Connectors

(1)

2.1.7.3 Video Demonstration - Connect the Internal Data Cables

(1)

2.1.7.4 Lab - Install Internal Cables

(1)

2.1.7.5 Video Demonstration - Install the Front Panel Cables

(1)

2.1.7.6 Install the Front Panel Cables

(2)

2.1.7.7 Checking Your Understanding - Identify the Front Panel Cables

(1)

2.1.7.8 Lab - Install the Front Panel Cables

(1)

2.1.7.9 Video Demonstration - Complete the Computer Assembly

(1)

2.1.7.10 Check Your Understanding - Identify the External Connectors

(1)

2.1.7.11 Lab - Complete the Computer Assembly

(1)

2.2 Summary

(2)

Quiz

(1)

Exam

(1)

Notes

(1)

Chapter 3 Advanced Computer Hardware

(20)

3.0 Introduction to Advanced Computer Hardware

(1)

3.1 Boot the Computer

(4)

3.1.1 POST, BIOS, CMOS and UEFI

(2)

3.1.1.1 Video Demonstration - BIOS - UEFI Menus

(1)

3.1.1.2 POST

(1)

3.1.1.3 BIOS and CMOS

(1)

3.1.1.4 UEFI

(1)

3.1.1.5 Check Your Understanding - BIOS and UEFI Terminology

(1)

3.1.1.6 Lab - Investigate BIOS or UEFI Settings

(1)

3.1.2 BIOS/UEFI Configuration

(2)

3.1.2.1 Video Demonstration - Configure BIOS - UEFI Settings

(1)

3.1.2.2 BIOS and UEFI Security

(1)

3.1.2.3 Update the Firmware

(1)

3.1.2.4 Check Your Understanding - BIOS and UEFI Configuration Terminology

(1)

3.1.2.5 Lab - Search for BIOS or UEFI Firmware Updates

(1)

3.1.2.6 Lab - Install Windows

(1)

3.1.2.7 Lab - Install Third-Party Software in Windows

(1)

3.2 Electrical Power

(2)

3.2.1 Wattage and Voltage

(1)

3.2.1.1 Wattage and Voltage

(1)

3.2.1.2 Power Supply Voltage Setting

(1)

3.2.1.3 Lab - Ohm's Law

(1)

3.2.2 Power Fluctuation and Protection

(1)

3.2.2.1 Power Fluctuation Types

(1)

3.2.2.2 Power Protection Devices

(1)

3.2.2.3 Check Your Understanding - Power Fluctuation Terms

(1)

3.3 Advanced Computer Functionality

(5)

3.3.1 CPU Architectures and Operation

(2)

3.3.1.1 CPU Architectures

(1)

3.3.1.2 Enhancing CPU Operation

(1)

3.3.1.3 Multicore Processors

(1)

3.3.1.4 CPU Cooling Mechanisms

(1)

3.3.1.5 Check Your Understanding - CPU Architectures and Operation

(1)

3.3.2 RAID

(1)

3.3.2.1 What Do You Already Know? - RAID

(1)

3.3.2.2 RAID Concepts

(1)

3.3.2.3 RAID Levels

(1)

3.3.2.4 Check Your Understanding - RAID Levels

(1)

3.3.3 Ports, Connectors, and Cables

(1)

3.3.3.1 Legacy Ports

(1)

3.3.3.2 Video and Graphic Ports

(1)

3.3.3.3 USB Cables and Connectors

(1)

3.3.3.4 SATA Cables and Connectors

(1)

3.3.3.5 Twisted Pair Cables and Connectors

(1)

3.3.3.6 Coax Cables and Connectors

(1)

3.3.3.7 SCSI and IDE Cables and Connectors

(1)

3.3.3.8 Check Your Understanding - Identify the External Connectors

(1)

3.3.4 Monitors

(1)

3.3.4.1 Monitor Characteristics

(1)

3.3.4.2 Monitor Terms

(1)

3.3.4.3 Display Standards

(1)

3.3.4.4 Using Multiple Monitors

(1)

3.3.4.5 Check Your Understanding - Monitor Terminology

(1)

3.4 Computer Configuration

(5)

3.4.1 Upgrade Computer Hardware

(3)

3.4.1.1 Motherboard Upgrade

(1)

3.4.1.2 Steps to Upgrade a Motherboard

(1)

3.4.1.3 CPU Upgrade

(1)

3.4.1.4 Storage Device Upgrade

(1)

3.4.1.5 Peripheral Upgrades

(1)

3.4.1.6 Power Supply Upgrade

(1)

3.4.1.7 Lab - Research a Hardware Upgrade

(1)

3.4.2 Configurations for Specialized Computers

(2)

3.4.2.1 What Do You Already Know? - Configure a CAx Workstation

(1)

3.4.2.2 What Do You Already Know? - Configure an Audio Video Editing Workstation

(1)

3.4.2.3 What Do You Already Know? - Configure a Virtualization Workstation

(1)

3.4.2.4 What Do You Already Know? - Configure a Gaming PC

(1)

3.4.2.5 Check Your Understanding - Specialized Computer Component Types

(1)

3.4.2.6 Thick and Thin Clients

(1)

3.4.2.7 NAS

(1)

3.5 Protecting the Environment

(1)

3.5.1 Safe Disposal of Equipment and Supplies

(4)

3.5.1.1 Safe Disposal Methods

(1)

3.5.1.2 Safety Data Sheets

(1)

3.5.1.3 Check Your Understanding - Safe Disposal

(1)

3.6 Summary

(2)

Quiz

(1)

Exam

(1)

Notes

(1)

Chapter 4 Preventive Maintenance and Troubleshooting

(12)

4.0 Introduction

(1)

4.1 Preventive Maintenance

(2)

4.1.1 PC Preventive Maintenance Overview

(2)

4.1.1.1 Benefits to Preventive Maintenance

(1)

4.1.1.2 Preventive Maintenance - Dust

(1)

4.1.1.3 Preventive Maintenance - Internal Components

(1)

4.1.1.4 Preventive Maintenance - Environmental Concerns

(1)

4.1.1.5 Preventive Maintenance - Software

(1)

4.1.1.6 Check Your Understanding - Preventive Maintenance

(1)

4.2 Troubleshooting Process

(7)

4.2.1 Troubleshooting Process Steps

(5)

4.2.1.1 Introduction to Troubleshooting

(1)

4.2.1.2 Troubleshooting Process Steps

(1)

4.2.1.3 Identify the Problem

(2)

4.2.1.4 Check Your Understanding - Identify the Problem

(1)

4.2.1.5 Establish a Theory of Probable Cause

(1)

4.2.1.6 Test the Theory to Determine the Cause

(1)

4.2.1.7 Establish a Plan of Action to Resolve the Problem and Implement the Solution

(1)

4.2.1.8 Verify Full Functionality and, If Applicable, Implement Preventive Measures

(1)

4.2.1.9 Document Findings, Actions, and Outcomes

(1)

4.2.1.10 Check Your Understanding - Number the Steps

(1)

4.2.2 Common Problems and Solutions for PCs

(1)

4.2.2.1 PC Common Problems and Solutions

(1)

4.2.2.2 Common Problems and Solutions for Storage Devices

(1)

4.2.2.3 Common Problems and Solutions for Motherboards and Internal Components

(1)

4.2.2.4 Common Problems and Solutions for Power Supplies

(1)

4.2.2.5 Common Problems and Solutions for CPUs and Memory

(1)

4.2.2.6 Common Problems and Solutions for Displays

(1)

4.2.3 Apply Troubleshooting Process to Computer Components and Peripherals

(5)

4.2.3.1 Personal Reference Tools

(1)

4.2.3.2 Internet Reference Tools

(1)

4.2.3.3 Check Your Understanding - Reference Tools

(1)

4.2.3.4 Advanced Problems and Solutions for Hardware

(1)

4.2.3.5 Lab - Use a Multimeter and a Power Supply Tester

(1)

4.2.3.6 Lab - Troubleshoot Hardware Problems

(1)

4.3 Summary

(1)

Quiz

(1)

Exam

(1)

Notes

(2)

Chapter 5 Networking Concepts

(22)

5.0 Introduction

(1)

5.1 Network Components and Types

(4)

5.1.1 Types of Networks

(1)

5.1.1.1 Network Icons

(1)

5.1.1.2 Network Topologies and Description

(1)

5.1.1.3 Check Your Understanding - Types of Networks

(1)

5.1.2 Internet Connection Types

(3)

5.1.2.1 Brief History of Connection Technologies

(1)

5.1.2.2 DSL, Cable, and Fiber

(1)

5.1.2.3 Line of Sight Wireless Internet Service

(1)

5.1.2.4 Satellite

(1)

5.1.2.5 Cellular

(1)

5.1.2.6 Mobile Hotspot and Tethering

(1)

5.1.2.7 Check Your Understanding - Internet Connection Types

(1)

5.2 Networking Protocols, Standards, and Services

(6)

5.2.1 Transport Layer Protocols

(1)

5.2.1.1 Video Explanation - Transport Layer Protocols

(1)

5.2.1.2 Activity - Transport Layer Protocols

(1)

5.2.1.3 The TCP/IP Model

(1)

5.2.1.4 TCP

(1)

5.2.1.5 UDP

(1)

5.2.1.6 Check Your Understanding - Transport Layer Protocols

(1)

5.2.2 Application Port Numbers

(1)

5.2.2.1 Video Explanation - Application Port Numbers

(1)

5.2.2.2 Classify Application Port Numbers

(1)

5.2.2.3 Check Your Understanding - Application Port Numbers

(1)

5.2.3 Wireless Protocols

(1)

5.2.3.1 WLAN Protocols

(1)

5.2.3.2 Bluetooth, NFC, and RFID

(1)

5.2.3.3 Zigbee and Z-Wave

(1)

5.2.3.4 Cellular Generations

(1)

5.2.3.5 Check Your Understanding - Wireless Protocols

(1)

5.2.4 Network Services

(3)

5.2.4.1 Video Explanation - Network Services

(1)

5.2.4.2 Client - Server Roles

(1)

5.2.4.3 DHCP Server

(1)

5.2.4.4 DNS Server

(1)

5.2.4.5 Print Server

(1)

5.2.4.6 File Server

(1)

5.2.4.7 Web Server

(1)

5.2.4.8 Mail Server

(1)

5.2.4.9 Proxy Server

(1)

5.2.4.10 Authentication Server

(1)

5.2.4.11 Syslog Server

(1)

5.2.4.12 Check Your Understanding - Network Services

(1)

5.3 Network Devices

(6)

5.3.1 Basic Network Devices

(3)

5.3.1.1 Video Explanation - Basic Network Devices

(1)

5.3.1.2 Network Interface Card

(1)

5.3.1.3 Repeaters, Bridges, and Hubs

(1)

5.3.1.4 Switches

(1)

5.3.1.5 Wireless Access Points

(1)

5.3.1.6 Routers

(1)

5.3.1.7 Check Your Understanding - Basic Network Devices

(1)

5.3.2 Security Devices

(1)

5.3.2.1 Video Explanation - Security Devices

(1)

5.3.2.2 Firewalls

(1)

5.3.2.3 IDS and IPS

(1)

5.3.2.4 UTMs

(1)

5.3.2.5 Endpoint Management Server

(1)

5.3.2.6 Check Your Understanding - Security Devices

(1)

5.3.3 Other Network Devices

(2)

5.3.3.1 Legacy and Embedded Systems

(1)

5.3.3.2 Patch Panel

(1)

5.3.3.3 Power over Ethernet and Ethernet over Power

(1)

5.3.3.4 Cloud-based Network Controller

(1)

5.3.3.5 Check Your Understanding - Other Network Devices

(1)

5.4 Network Cables

(2)

5.4.1 Network Tools

(1)

5.4.1.1 Video Explanation - Network Cable Tools

(1)

5.4.1.2 Network Tools and Descriptions

(1)

5.4.1.3 Check Your Understanding - Network Tools

(1)

5.4.2 Copper Cables and Connectors

(1)

5.4.2.1 Cable Types

(1)

5.4.2.2 Coaxial Cables

(1)

5.4.2.3 Twisted-Pair Cables

(1)

5.4.2.4 Twisted-Pair Category Ratings

(1)

5.4.2.5 Twisted-Pair Wire Schemes

(1)

5.4.2.6 Activity - Cable Pinouts

(1)

5.4.2.7 Video Demonstration - Build and Test a Network Cable

(1)

5.4.2.8 Lab - Build and Test a Network Cable

(1)

5.4.3 Fiber Cables and Connectors

(5)

5.4.3.1 Fiber-Optic Cables

(1)

5.4.3.2 Types of Fiber Media

(1)

5.4.3.3 Fiber-Optic Connectors

(1)

5.4.3.4 Check Your Understanding - Fiber Cables and Connectors

(1)

5.5 Summary

(2)

Quiz

(1)

Exam

(1)

Notes

(2)

Chapter 6 Applied Networking

(18)

6.0 Introduction

(1)

6.1 Device to Network Connection

(13)

6.1.1 Network Addressing

(4)

6.1.1.1 Video Explanation - MAC Addressing

(1)

6.1.1.2 Video Explanation - IPv4 Addressing

(1)

6.1.1.3 Video Explanation - IPv6 Addressing

(1)

6.1.1.4 Two Network Addresses

(1)

6.1.1.5 Displaying the Addresses

(1)

6.1.1.6 IPv4 Address Format

(1)

6.1.1.7 IPv6 Address Formats

(1)

6.1.1.8 Static Addressing

(1)

6.1.1.9 Dynamic Addressing

(1)

6.1.1.10 Link-local IPv4 and IPv6 Addresses

(1)

6.1.1.11 Check Your Understanding - Network Addressing

(1)

6.1.2 Configure a NIC

(3)

6.1.2.1 Packet Tracer - Add Computers to an Existing Network

(1)

6.1.2.2 Network Design

(1)

6.1.2.3 Selecting a NIC

(1)

6.1.2.4 Installing and Updating a NIC

(1)

6.1.2.5 Configure a NIC

(1)

6.1.2.6 ICMP

(1)

6.1.2.7 Lab - Configure a NIC to Use DHCP in Windows

(1)

6.1.3 Configure a Wired and Wireless Network

(2)

6.1.3.1 Video Explanation - Configure a Wired and Wireless Network

(1)

6.1.3.2 Connecting Wired Devices to the Internet

(1)

6.1.3.3 Logging in to the Router

(1)

6.1.3.4 Basic Network Setup

(1)

6.1.3.5 Basic Wireless Settings

(1)

6.1.3.6 Configure a Wireless Mesh Network

(1)

6.1.3.7 NAT for IPv4

(1)

6.1.3.8 Quality of Service

(1)

6.1.3.9 Packet Tracer - Connect to a Wireless Network

(1)

6.1.3.10 Lab - Configure a Wireless Network

(1)

6.1.4 Firewall Settings

(3)

6.1.4.1 Video Explanation - Firewall Settings

(1)

6.1.4.2 UPnP

(1)

6.1.4.3 DMZ

(1)

6.1.4.4 Port Forwarding

(1)

6.1.4.5 MAC Address Filtering

(1)

6.1.4.6 Whitelisting and Blacklisting

(1)

6.1.4.7 Packet Tracer - Configure Firewall Settings

(1)

6.1.4.8 Lab - Configure Firewall Settings

(1)

6.1.5 IoT Device Configuration

(1)

6.1.5.1 Internet of Things

(1)

6.1.5.2 IoT Devices in Packet Tracer

(1)

6.1.5.3 Packet Tracer - Control IoT Devices

(1)

6.2 Basic Troubleshooting Process for Networks

(1)

6.2.1 Applying the Troubleshooting Process to

(1)

6.2.1.1 The Six Steps of the Troubleshooting Process

(1)

6.2.1.2 Identify the Problem

(1)

6.2.1.3 Establish a Theory of Probable Cause

(1)

6.2.1.4 Test the Theory to Determine the Cause

(1)

6.2.1.5 Establish a Plan of Action to Resolve the Problem and Implement the Solution

(1)

6.2.1.6 Verify Full Functionality and, If Applicable, Implement Preventive Measures

(1)

6.2.1.7 Document Findings, Actions, and Outcomes

(1)

6.2.1.8 Check Your Understanding - Network Troubleshooting Process

(1)

6.2.2 Network Problems and Solutions

(4)

6.2.2.1 Common Problems and Solutions for Networking

(1)

6.2.2.2 Advanced Problems and Solutions for Network Connections

(1)

6.2.2.3 Advanced Problems and Solutions for FTP and Secure Internet Connections

(1)

6.2.2.4 Advanced Problems and Solutions Using Network Tools

(1)

6.2.2.5 Lab - Troubleshoot Network Problems

(1)

6.3 Summary

(2)

Quiz

101

(1)

Exam

101

(1)

Notes

101

(2)

Chapter 7 Laptops and Other Mobile Devices

103

(30)

7.0 Introduction

103

(1)

7.1 Characteristics of laptops and other mobile devices

103

(6)

7.1.1 Mobile Device Overview

103

(3)

7.1.1.1 What Do You Already Know? - Mobile Devices

103

(1)

7.1.1.2 Mobility

103

(1)

7.1.1.3 Laptops

104

(1)

7.1.1.4 Smartphone Characteristics

104

(1)

7.1.1.5 Smartphone Features

104

(1)

7.1.1.6 Tablets and E-Readers

105

(1)

7.1.1.7 Wearables: Smartwatches and Fitness Trackers

105

(1)

7.1.1.8 Wearables: Augmented and Virtual Realities

106

(1)

7.1.1.9 Check Your Understanding - Laptops and Other Mobile Devices

106

(1)

7.1.1.10 Lab - Mobile Device Information

106

(1)

7.1.2 Laptop Components

106

(2)

7.1.2.1 Video Explanation - External Features Unique to Laptops

106

(1)

7.1.2.2 Video Explanation - Common Input Devices and LEDs in Laptops

106

(1)

7.1.2.3 Motherboards

106

(1)

7.1.2.4 Internal Components

107

(1)

7.1.2.5 Check Your Understanding - External Laptop components

107

(1)

7.1.2.6 Special function keys

107

(1)

7.1.2.7 Video Explanation - Docking Station Versus Port Replicator

108

(1)

7.1.2.8 Lab - Research Docking Stations and Port Replicators

108

(1)

7.1.3 Laptop Display Components

108

(1)

7.1.3.1 LCD, LED, and OLED Displays

108

(1)

7.1.3.2 Laptop Display Features

108

(1)

7.1.3.3 Backlights and Inverters

108

(1)

7.1.3.4 Check Your Understanding - Laptop Display Components

108

(1)

7.1.3.5 Wi-Fi Antenna Connectors

109

(1)

7.1.3.6 Webcam and Microphone

109

(1)

7.2 Laptop Configuration

109

(3)

7.2.1 Power Settings Configuration

109

(1)

7.2.1.1 Power Management

109

(1)

7.2.1.2 Managing ACPI Settings in the BIOS

109

(1)

7.2.1.3 Check Your Understanding - Match ACPI Standards

110

(1)

7.2.1.4 Video Demonstration - Managing Laptop Power Options

110

(1)

7.2.2 Wireless Configuration

110

(2)

7.2.2.1 Bluetooth

110

(1)

7.2.2.2 Bluetooth Laptop Connections

110

(1)

7.2.2.3 Video Demonstration - Bluetooth Configuration

111

(1)

7.2.2.4 Cellular WAN

111

(1)

7.2.2.5 Wi-Fi

111

(1)

7.2.2.6 Video Demonstration - Wi-Fi Configuration

111

(1)

7.2.2.7 Check Your Understanding - Wireless Configuration

111

(1)

7.3 Laptop Hardware and Component Installation and Configuration

112

(5)

7.3.1 Expansion Slots

112

(2)

7.3.1.1 Expansion Cards

112

(1)

7.3.1.2 Flash Memory

112

(1)

7.3.1.3 Smart Card Reader

113

(1)

7.3.1.4 SODIMM Memory

113

(1)

7.3.1.5 Video Demonstration - Install SODIMM

114

(1)

7.3.1.6 Check Your Understanding - Expansion Modules

114

(1)

7.3.2 Replacing Laptop Components

114

(3)

7.3.2.1 Overview of Hardware Replacement

114

(1)

7.3.2.2 Video Demonstration - Keyboard Replacement

115

(1)

7.3.2.3 Video Demonstration - Screen Replacement

115

(1)

7.3.2.4 Lab - Research Laptop Screens

115

(1)

7.3.2.5 Power

115

(1)

7.3.2.6 Video Demonstration - DC Jack Replacement

116

(1)

7.3.2.7 Lab - Research Laptop Batteries

116

(1)

7.3.2.8 Internal Storage and Optical Drive

116

(1)

7.3.2.9 Video Demonstration - Internal Storage and Optical Drive Replacement

116

(1)

7.3.2.10 Lab - Research Laptop Drives

116

(1)

7.3.2.11 Video Demonstration - Wireless Card Replacement

116

(1)

7.3.2.12 Video Demonstration - Speakers Replacement

117

(1)

7.3.2.13 Video Demonstration - CPU Replacement

117

(1)

7.3.2.14 Video Demonstration - Motherboard Replacement

117

(1)

7.3.2.15 Video Demonstration - Plastic Frames

117

(1)

7.3.2.16 Check Your Understanding - Replacing Laptop Components

117

(1)

7.4 Other Mobile Device Hardware Overview

117

(2)

7.4.1 Other Mobile Device Hardware

117

(1)

7.4.1.1 Cell Phone Parts

117

(1)

7.4.1.2 Wired connectivity

118

(1)

7.4.1.3 Wireless Connections and Shared Internet Connections

118

(1)

7.4.1.4 Check Your Understanding - Identify Connection Types

118

(1)

7.4.2 Specialty Mobile Devices

118

(1)

7.4.2.1 Wearable Devices

118

(1)

7.4.2.2 Specialty Devices

118

(1)

7.5 Network Connectivity and Email

119

(7)

7.5.1 Wireless and Cellular Data Networks

119

(2)

7.5.1.1 Wireless Data Networks

119

(1)

7.5.1.2 Lab - Mobile Wi-Fi

120

(1)

7.5.1.3 Cellular Communication Standards

120

(1)

7.5.1.4 Airplane Mode

120

(1)

7.5.1.5 Hotspot

121

(1)

7.5.1.6 Check Your Understanding - Wireless Technology

121

(1)

7.5.2 Bluetooth

121

(1)

7.5.2.1 Bluetooth for Mobile Devices

121

(1)

7.5.2.2 Bluetooth Pairing

121

(1)

7.5.3 Configuring Email

122

(2)

7.5.3.1 Introduction to Email

122

(1)

7.5.3.2 Activity - Matching Email Protocols

122

(1)

7.5.3.3 Android Email Configuration

122

(1)

7.5.3.4 iOS Email Configuration

123

(1)

7.5.3.5 Internet Email

123

(1)

7.5.4 Mobile Device Synchronization

124

(2)

7.5.4.1 Types of Data to Synchronize

124

(1)

7.5.4.2 Enabling Synchronization

124

(1)

7.5.4.3 Synchronization Connection Types

125

(1)

7.6 Preventive Maintenance for Laptops and other Mobile Devices

126

(1)

7.6.1 Scheduled Maintenance for Laptops and other Mobile Devices

126

(1)

7.6.1.1 What Do You Already Know? - Preventive Maintenance

126

(1)

7.6.1.2 The Reason for Maintenance

126

(1)

7.6.1.3 Laptop Preventive Maintenance Program

126

(1)

7.6.1.4 Mobile Device Preventive Maintenance Program

127

(1)

7.7 Basic Troubleshooting Process for Laptops and other Mobile Devices

127

(2)

7.7.1 Applying the Troubleshooting Process to Laptops and other Mobile Devices

127

(1)

7.7.1.1 The Troubleshooting Process

127

(1)

7.7.1.2 Identify the problem

127

(1)

7.7.1.3 Establish a theory of probable cause

128

(1)

7.7.1.4 Test the Theory to Determine Cause

128

(1)

7.7.1.5 Establish a Plan of Action to Resolve the Problem and Implement the Solution

128

(1)

7.7.1.6 Verify Full System Functionality and if Applicable, Implement Preventative Measures

128

(1)

7.7.1.7 Document Findings, Actions, and Outcomes

128

(1)

7.7.2 Common Problems and Solutions for Laptops and Other Mobile Devices

128

(5)

7.7.2.1 Identify Common Problems and Solutions

128

(1)

7.7.2.2 Common Problems and Solutions for Laptops

128

(1)

7.7.2.3 Common Problems and Solutions for Other Mobile Devices

128

(1)

7.7.2.4 Lab - Research Laptop Specifications

129

(1)

7.7.2.5 Lab - Gather Information from the Customer

129

(1)

7.7.2.6 Lab - Investigate Support Websites

129

(1)

7.8 Summary

129

(2)

Quiz

131

(1)

Exam

131

(1)

Notes

131

(2)

Chapter 8 Printers

133

(18)

8.0 Introduction

133

(1)

8.1 Common Printer Features

133

(2)

8.1.1 Characteristics and Capabilities

133

(2)

8.1.1.1 Characteristics of Printers

133

(1)

8.1.1.2 Printer Speed, Quality, and Color

133

(1)

8.1.1.3 Reliability and Total Cost of Ownership

134

(1)

8.1.1.4 Automatic Document Feeder

134

(1)

8.1.1.5 Check Your Understanding - Printer Capabilities and Characteristics

134

(1)

8.1.2 Printer Connections

135

(1)

8.1.2.1 Printer Connection Types

135

(1)

8.1.2.2 Check Your Understanding - Printer Connections

135

(1)

8.2 Printer Type Comparison

135

(3)

8.2.1 Inkjet Printers

135

(1)

8.2.1.1 Inkjet Printer Characteristics

135

(1)

8.2.1.2 Inkjet Printer Parts

135

(1)

8.2.1.3 Check Your Understanding - Inkjet Printers

135

(1)

8.2.2 Laser Printers

135

(1)

8.2.2.1 Laser Printer Characteristics

135

(1)

8.2.2.2 Laser Printer Parts

136

(1)

8.2.2.3 Check Your Understanding - Laser Printers

136

(1)

8.2.3 Laser Printing Process

136

(1)

8.2.3.1 How Laser Printing Works

136

(1)

8.2.3.2 Check Your Understanding - The Laser Printing Process

136

(1)

8.2.4 Thermal Printers and Impact Printers

136

(1)

8.2.4.1 Thermal Printer Characteristics

136

(1)

8.2.4.2 Impact Printer Characteristics

136

(1)

8.2.4.3 Check Your Understanding - Thermal Printers and Impact Printers

137

(1)

8.2.5 Virtual Printers

137

(1)

8.2.5.1 Virtual Printer Characteristics

137

(1)

8.2.5.2 Cloud Printing

137

(1)

8.2.5.3 Check Your Understanding - Virtual Printers

137

(1)

8.2.6 3D Printers

137

(1)

8.2.6.1 3D Printer Characteristics

137

(1)

8.2.6.2 3D Printer Parts

138

(1)

8.2.6.3 Check Your Understanding - 3D Printers

138

(1)

8.3 Installing and Configuring Printers

138

(2)

8.3.1 Installing and Updating a Printer

138

(1)

8.3.1.1 Installing a Printer

138

(1)

8.3.1.2 Test Printer Functions

138

(1)

8.3.1.3 Lab - Install a Printer in Windows

139

(1)

8.3.2 Configuring Options and Default Settings

139

(1)

8.3.2.1 Common Configuration Settings

139

(1)

8.3.2.2 Check Your Understanding - Configuration Options

139

(1)

8.3.3 Optimizing Printer Performance

139

(1)

8.3.3.1 Software Optimization

139

(1)

8.3.3.2 Hardware Optimization

140

(1)

8.3.3.3 Check Your Understanding - Printer Optimization

140

(1)

8.4 Sharing Printers

140

(3)

8.4.1 Operating System Settings for Sharing Printers

140

(1)

8.4.1.1 Configuring Printer Sharing

140

(1)

8.4.1.2 Wireless Printer Connections

141

(1)

8.4.1.3 Lab - Share a Printer in Windows

141

(1)

8.4.2 Print Servers

141

(2)

8.4.2.1 Purposes of Print Servers

141

(1)

8.4.2.2 Software Print Servers

142

(1)

8.4.2.3 Hardware Print Servers

142

(1)

8.4.2.4 Dedicated Print Servers

142

(1)

8.4.2.5 Check Your Understanding - Print Servers

142

(1)

8.5 Maintaining and Troubleshooting Printers

143

(4)

8.5.1 Printer Preventive Maintenance

143

(1)

8.5.1.1 Vendor Guidelines

143

(1)

8.5.1.2 What Do You Already Know? Printer Operating Environment

143

(1)

8.5.2 Inkjet Printer Preventive Maintenance

143

(1)

8.5.2.1 Video Demonstration - Inkjet Printer Preventive Maintenance

143

(1)

8.5.2.2 Lab - Perform Preventive Maintenance on an Inkjet Printer

144

(1)

8.5.3 Laser Printer Preventive Maintenance

144

(1)

8.5.3.1 Video Demonstration - Laser Printer Preventive Maintenance

144

(1)

8.5.3.2 Lab - Perform Preventive Maintenance on a Laser Printer

144

(1)

8.5.4 Thermal Printer Preventive Maintenance

145

(1)

8.5.4.1 Preventive Maintenance on a Thermal Printer

145

(1)

8.5.4.2 Check Your Understanding - Thermal Printer Preventive Maintenance

145

(1)

8.5.5 Impact Printer Preventive Maintenance

145

(1)

8.5.5.1 Preventive Maintenance of an Impact Printer

145

(1)

8.5.5.2 Check Your Understanding - Impact Printer Preventive Maintenance

145

(1)

8.5.6 3D Printer Preventive Maintenance

145

(1)

8.5.6.1 Video Demonstration - 3D Printer Preventive Maintenance

145

(1)

8.5.6.2 Video Demonstration - 3D Printer Printing a Component

145

(1)

8.5.7 Applying the Troubleshooting Process to Printers

146

(1)

8.5.7.1 The Six Steps of the Troubleshooting Process

146

(1)

8.5.7.2 Identify the Problem

146

(1)

8.5.7.3 Establish a Theory of Probable Cause

146

(1)

8.5.7.4 Test the Theory to Determine Cause

146

(1)

8.5.7.5 Establish a Plan of Action to Resolve the Problem and Implement the Solution

146

(1)

8.5.7.6 Verify Full System Functionality and, if Applicable, Implement Preventive Measures

146

(1)

8.5.7.7 Document Findings, Actions, and Outcomes.

146

(1)

8.5.8 Problems and Solutions

147

(4)

8.5.8.1 Identify Printer Problems and Solutions

147

(1)

8.5.8.2 Common Problems and Solutions for Printers

147

(1)

8.5.8.3 Advanced Problems and Solutions for Printers

147

(1)

8.6 Summary

147

(2)

Quiz

149

(1)

Exam

149

(1)

Notes

149

(2)

Chapter 9 Virtualization and Cloud Computing

151

(8)

9.0 Introduction

151

(1)

9.1 Virtualization

151

(4)

9.1.1 Virtualization

151

(2)

9.1.1.1 Video Explanation - What is the Cloud?

151

(1)

9.1.1.2 Cloud Computing and Virtualization

151

(1)

9.1.1.3 Traditional Server Deployment

152

(1)

9.1.1.4 Server Virtualization

152

(1)

9.1.1.5 Advantages of Server Virtualization

153

(1)

9.1.1.6 Check Your Understanding - Match the Advantages of Virtualization

153

(1)

9.1.2 Client-Side Virtualization

153

(2)

9.1.2.1 Client-Side Virtualization

153

(1)

9.1.2.2 Type 1 and Type 2 Hypervisors

153

(1)

9.1.2.3 Virtual Machine Requirements

154

(1)

9.1.2.4 Check Your Understanding - Virtualization Terminology

155

(1)

9.1.2.5 Lab - Install Linux in a Virtual Machine and Explore the GUI

155

(1)

9.2 Cloud Computing

155

(1)

9.2.1 Cloud Computing Applications

155

(1)

9.2.1.1 How We Use the Cloud

155

(1)

9.2.2 Cloud Services

155

(4)

9.2.2.1 Cloud Services

155

(1)

9.2.2.2 What Do You Already Know? - Cloud Models

156

(1)

9.2.2.3 Check Your Understanding - Cloud Service and Cloud Model Terminology

156

(1)

9.2.2.4 Cloud Computing Characteristics

156

(1)

9.2.2.5 Check Your Understanding - Match the Cloud Characteristics

156

(1)

9.3 Summary

156

(2)

Quiz

158

(1)

Exam

158

(1)

Notes

158

(1)

Chapter 10 Windows Installation

159

(14)

10.0 Introduction

159

(1)

10.1 Modern Operating Systems

159

(4)

10.1.1 Operating System Features

159

(1)

10.1.1.1 Terms

159

(1)

10.1.1.2 Basic Functions of an Operating System

160

(1)

10.1.1.3 Windows Operating Systems

160

(1)

10.1.1.4 Check Your Understanding - Windows Terminology

160

(1)

10.1.2 Customer Requirements for an Operating System

160

(2)

10.1.2.1 Compatible System Software and Hardware Requirements

160

(1)

10.1.2.2 Minimum Hardware Requirements and Compatibility with OS

161

(1)

10.1.2.3 32-bit vs. 64-bit Processor Architecture

161

(1)

10.1.2.4 What Do You Already Know? Choosing a Windows Edition

161

(1)

10.1.2.5 Check Your Understanding - Choosing an Operating System

161

(1)

10.1.3 Operating System Upgrades

162

(1)

10.1.3.1 Checking OS Compatibility

162

(1)

10.1.3.2 Windows OS Upgrades

162

(1)

10.1.3.3 Data Migration

162

(1)

10.1.3.4 Check Your Understanding - OS Upgrades

162

(1)

10.2 Disk Management

163

(3)

10.2.1 Disk Management

163

(3)

10.2.1.1 Storage Device Types

163

(1)

10.2.1.2 Hard Drive Partitioning

163

(1)

10.2.1.3 Partitions and Logical Drives

164

(1)

10.2.1.4 Check Your Understanding - Disk Terminology

164

(1)

10.2.1.5 File Systems

164

(1)

10.2.1.6 Video Demonstration - Disk Management Utility and Disk Partitioning

165

(1)

10.2.1.7 Video Demonstration - Multi boot Procedures

165

(1)

10.2.1.8 Lab - Create a Partition in Windows

165

(1)

10.3 Installation and Boot Sequence

166

(5)

10.3.1 Basic Windows Installation

166

(1)

10.3.1.1 Lab - Windows Installation

166

(1)

10.3.1.2 Account Creation

166

(1)

10.3.1.3 Finalize the Installation

166

(1)

10.3.1.4 Lab - Finalize the Windows Installation

166

(1)

10.3.2 Custom Installation Options

167

(3)

10.3.2.1 Disk Cloning

167

(1)

10.3.2.2 Other Installation Methods

167

(1)

10.3.2.3 Remote Network Installation

168

(1)

10.3.2.4 Unattended Network Installation

168

(1)

10.3.2.5 Video Demonstration - Windows Restore and Recovery

169

(1)

10.3.2.6 Recovery Partition

169

(1)

10.3.2.7 Upgrade Methods

169

(1)

10.3.2.8 Check your Understanding- Identify OS Installation Terminology

170

(1)

10.3.3 Windows Boot Sequence

170

(3)

10.3.3.1 Windows Boot Sequence

170

(1)

10.3.3.2 Windows 7 Startup Modes

170

(1)

10.3.3.3 Windows 8 and 10 Startup Modes

171

(1)

10.3.3.4 Check Your Understanding - Windows Boot Sequence

171

(1)

10.4 Summary

171

(1)

Quiz

172

(1)

Exam

172

(1)

Notes

172

(1)

Chapter 11 Windows Configuration

173

(50)

11.0 Introduction

173

(1)

11.1 Windows Desktop and File Explorer

173

(10)

11.1.1 Comparing Windows Versions

173

(2)

11.1.1.1 Windows Versions

173

(1)

11.1.1.2 Windows 7

174

(1)

11.1.1.3 Windows 8

174

(1)

11.1.1.4 Windows 8.1

175

(1)

11.1.1.5 Windows 10

175

(1)

11.1.1.6 Check Your Understanding - Windows Versions

175

(1)

11.1.2 The Windows Desktop

175

(3)

11.1.2.1 The Windows 7 Desktop

175

(1)

11.1.2.2 The Windows 8 Desktop

176

(1)

11.1.2.3 The Windows 8.1 Desktop

176

(1)

11.1.2.4 Personalizing the Windows Desktop

176

(1)

11.1.2.5 Video Demonstration - The Windows 10 Desktop

177

(1)

11.1.2.6 The Windows 10 Start Menu

177

(1)

11.1.2.7 The Windows 8.1 and 8.0 Start Menu

177

(1)

11.1.2.8 The Windows 7 Start Menu

178

(1)

11.1.2.9 The Taskbar

178

(1)

11.1.2.10 Lab - Explore the Windows Desktop

178

(1)

11.1.2.11 Check Your Understanding - Identify Elements of the Windows Desktop

178

(1)

11.1.3 Windows Task Manager

178

(2)

11.1.3.1 Video Demonstration - Working With Task Manager

178

(1)

11.1.3.2 Windows 10 Task Manager Functions

179

(1)

11.1.3.3 Task Manager in Windows 7

179

(1)

11.1.3.4 Lab - Work with Task Manager

179

(1)

11.1.3.5 Check Your Understanding - Compare Task Manager in Windows 7 and 10

179

(1)

11.1.4 Windows File Explorer

180

(3)

11.1.4.1 File Explorer

180

(1)

11.1.4.2 Video Demonstration - Working with File Explorer

180

(1)

11.1.4.3 This PC

180

(1)

11.1.4.4 Run as Administrator

180

(1)

11.1.4.5 Windows Libraries

181

(1)

11.1.4.6 Directory Structures

181

(1)

11.1.4.7 User and System File Locations

181

(1)

11.1.4.8 File Extensions

181

(1)

11.1.4.9 File Attributes

182

(1)

11.1.4.10 Video Demonstration - File and Folder Properties

182

(1)

11.1.4.11 Lab - Working with File Explorer

182

(1)

11.1.4.12 Check Your Understanding - File Explorer

182

(1)

11.2 Configure Windows with Control Panels

183

(11)

11.2.1 Control Panel Utilities

183

(1)

11.2.1.1 Windows 10: Settings and Control Panels

183

(1)

11.2.1.2 Introduction to Control Panel

183

(1)

11.2.1.3 Control Panel Views

183

(1)

11.2.1.4 Define Control Panel Categories

184

(1)

11.2.1.5 Lab - Explore Control Panel Categories

184

(1)

11.2.1.6 Check Your Understanding - Control Panel Categories

184

(1)

11.2.2 User and Account Control Panel Items

184

(1)

11.2.2.1 User Accounts

184

(1)

11.2.2.2 User Account Control Settings

184

(1)

11.2.2.3 Lab - User Accounts

184

(1)

11.2.2.4 Credential Manager

185

(1)

11.2.2.5 Sync Center

185

(1)

11.2.2.6 Check Your Understanding - User and Account Control Panels

185

(1)

11.2.3 Network and Internet Control Panels

185

(2)

11.2.3.1 Network Settings

185

(1)

11.2.3.2 Internet Options

186

(1)

11.2.3.3 Network and Sharing Center

186

(1)

11.2.3.4 HomeGroup

186

(1)

11.2.3.5 Lab - Configure Browser Settings

187

(1)

11.2.3.6 Check Your Understanding - Network and Internet Control Panel

187

(1)

11.2.4 Display Settings and Control Panel

187

(1)

11.2.4.1 Display Settings and Configuration

187

(1)

11.2.4.2 Display Features

187

(1)

11.2.4.3 Check Your Understanding - Display Features

188

(1)

11.2.5 Power and System Control Panels

188

(2)

11.2.5.1 Power Options

188

(1)

11.2.5.2 Power Options Settings

188

(1)

11.2.5.3 Power Options Actions

188

(1)

11.2.5.4 Check Your Understanding - Power Options

189

(1)

11.2.5.5 System Control Panel Item

189

(1)

11.2.5.6 System Properties

189

(1)

11.2.5.7 Increasing Performance

189

(1)

11.2.5.8 Lab - Manage Virtual Memory

190

(1)

11.2.5.9 Check Your Understanding - Power Options and System Properties

190

(1)

11.2.6 Hardware and Sound Control Panels

190

(1)

11.2.6.1 Device Manager

190

(1)

11.2.6.2 Lab - Use Device Manager

190

(1)

11.2.6.3 Devices and Printers

190

(1)

11.2.6.4 Sound

191

(1)

11.2.6.5 Check Your Understanding - Device Manager Alerts

191

(1)

11.2.7 Clock, Region, and Language

191

(1)

11.2.7.1 Clock

191

(1)

11.2.7.2 Region

191

(1)

11.2.7.3 Language

192

(1)

11.2.7.4 Lab - Region and Language Options

192

(1)

11.2.7.5 Check Your Understanding - Clock, Region, and Language

192

(1)

11.2.8 Programs and Features Control Panels

192

(1)

11.2.8.1 Programs

192

(1)

11.2.8.2 Windows Features and Updates

192

(1)

11.2.8.3 Default Programs

192

(1)

11.2.8.4 Check Your Understanding - Programs and Features

193

(1)

11.2.9 Other Control Panels

193

(1)

11.2.9.1 Troubleshooting

193

(1)

11.2.9.2 BitLocker Drive Encryption

193

(1)

11.2.9.3 File Explorer and Folder Options

193

(1)

11.2.9.4 Check Your Understanding - Other Control Panels

194

(1)

11.3 System Administration

194

(10)

11.3.1 Administrative Tools

194

(3)

11.3.1.1 Administrative Tools Control Panel Item

194

(1)

11.3.1.2 Computer Management

194

(1)

11.3.1.3 Event Viewer

195

(1)

11.3.1.4 Local Users and Groups

195

(1)

11.3.1.5 Performance Monitor

196

(1)

11.3.1.6 Component Services and Data Sources

196

(1)

11.3.1.7 Services

196

(1)

11.3.1.8 Data Sources

196

(1)

11.3.1.9 Print Management

197

(1)

11.3.1.10 Windows Memory Diagnostics

197

(1)

11.3.1.11 Lab - Monitor and Manage System Resources

197

(1)

11.3.1.12 Check Your Understanding - Administrative Tools

197

(1)

11.3.2 System Utilities

197

(2)

11.3.2.1 System Information

197

(1)

11.3.2.2 System Configuration

197

(1)

11.3.2.3 The Registry

198

(1)

11.3.2.4 Regedit

198

(1)

11.3.2.5 Microsoft Management Console

198

(1)

11.3.2.6 DxDiag

199

(1)

11.3.2.7 Lab - System Utilities

199

(1)

11.3.2.8 Lab - Manage System Files

199

(1)

11.3.2.9 Check Your Understanding - System Utilities

199

(1)

11.3.3 Disk Management

199

(3)

11.3.3.1 What Do You Already Know? - Disk Operations

199

(1)

11.3.3.2 Disk Management Utility

199

(1)

11.3.3.3 Drive Status

199

(1)

11.3.3.4 Mounting a Drive

200

(1)

11.3.3.5 Adding Arrays

200

(1)

11.3.3.6 Disk Optimization

200

(1)

11.3.3.7 Disk Error - Checking

201

(1)

11.3.3.8 Lab - Hard Drive Maintenance

201

(1)

11.3.3.9 Check Your Understanding - Disk Management

201

(1)

11.3.4 Application Installation and Configuration

202

(2)

11.3.4.1 System Requirements

202

(1)

11.3.4.2 Installation Methods

202

(1)

11.3.4.3 Installing an Application

202

(1)

11.3.4.4 Compatibility Mode

203

(1)

11.3.4.5 Uninstalling or Changing a Program

203

(1)

11.3.4.6 Lab - Install Third-Party Software

203

(1)

11.3.4.7 Security Considerations

203

(1)

11.3.4.8 Check Your Understanding - Application Installation and Configuration

203

(1)

11.4 Command-Line Tools

204

(4)

11.4.1 Using Windows CLI

204

(1)

11.4.1.1 PowerShell

204

(1)

11.4.1.2 The Command Shell

204

(1)

11.4.1.3 Basic Commands

204

(1)

11.4.1.4 Video Demonstration - Managing CLI Sessions

204

(1)

11.4.1.5 Lab - Work in the Windows Command Shell

205

(1)

11.4.1.6 Check Your Understanding - Basic Command Line Commands

205

(1)

11.4.2 File System CLI Commands

205

(1)

11.4.2.1 Command Syntax Conventions

205

(1)

11.4.2.2 File System Navigation

205

(1)

11.4.2.3 File System Navigation - Commands

206

(1)

11.4.2.4 Video Demonstration - Working with Files and Folders

206

(1)

11.4.2.5 Manipulating Folders - Commands

206

(1)

11.4.2.6 Manipulating Files - Commands

206

(1)

11.4.2.7 Lab - File System Commands

206

(1)

11.4.2.8 Check Your Understanding - File System CLI Commands

206

(1)

11.4.3 Disk CLI Commands

206

(1)

11.4.3.1 Disk Operations - Commands

206

(1)

11.4.3.2 Lab - Disk CLI Commands

207

(1)

11.4.3.3 Check Your Understanding - Disk Operations Commands

207

(1)

11.4.4 Task and System CLI Commands

207

(1)

11.4.4.1 System CLI Commands

207

(1)

11.4.4.2 Lab - Task and System CLI Commands

207

(1)

11.4.4.3 Check Your Understanding - Task and System Commands

207

(1)

11.4.5 Other Useful CLI Commands

207

(1)

11.4.5.1 Other Useful Commands

207

(1)

11.4.5.2 Running System Utilities

207

(1)

11.4.5.3 Lab - Other Useful Commands

208

(1)

11.4.5.4 Check Your Understanding - Other Useful CLI Commands

208

(1)

11.5 Windows Networking

208

(7)

11.5.1 Network Sharing and Mapping Drives

208

(2)

11.5.1.1 Domain and Workgroup

208

(1)

11.5.1.2 Homegroup

208

(1)

11.5.1.3 Video Demonstration - Connecting to a Workgroup or Domain

209

(1)

11.5.1.4 Network Shares and Mapping Drives

209

(1)

11.5.1.5 Administrative Shares

209

(1)

11.5.2 Sharing Local Resources with Others

210

(1)

11.5.2.1 Sharing Local Resources

210

(1)

11.5.2.2 Printer Sharing vs. Network Printer Mapping

210

(1)

11.5.2.3 Video Demonstration - Sharing Files and Folders on a Local Network

210

(1)

11.5.2.4 Lab - Share Resources

210

(1)

11.5.3 Configure a Wired Network Connection

211

(2)

11.5.3.1 Configuring Wired Network Interfaces in Windows 10

211

(1)

11.5.3.2 Configuring a Wired NIC

211

(1)

11.5.3.3 Setting a Network Profile

211

(1)

11.5.3.4 Verify Connectivity with the Windows GUI

212

(1)

11.5.3.5 ipconfig Command

212

(1)

11.5.3.6 Network CLI Commands

212

(1)

11.5.3.7 Video Demonstration - Network Testing and Verification with CLI Commands

212

(1)

11.5.4 Configure a Wireless Network Interfaces in Windows

213

(1)

11.5.4.1 Wireless Settings

213

(1)

11.5.4.2 Lab - Connect and Test the Wireless Connection

213

(1)

11.5.5 Remote Access Protocols

213

(1)

11.5.5.1 VPN Access in Windows

213

(1)

11.5.5.2 Telnet and SSH

214

(1)

11.5.5.3 Packet Tracer - Use Telnet and SSH

214

(1)

11.5.6 Remote Desktop and Assistance

214

(1)

11.5.6.1 Video Demonstration - Remote Desktop and Remote Assistance

214

(1)

11.5.6.2 Lab - Windows Remote Desktop and Assistance

215

(1)

11.5.6.3 Check Your Understanding - Remote Desktop and Assistance

215

(1)

11.6 Common Preventive Maintenance Techniques for Operating Systems

215

(3)

11.6.1 OS Preventive Maintenance Plan

215

(2)

11.6.1.1 Preventive Maintenance Plan Contents

215

(1)

11.6.1.2 Lab - Manage the Startup Folder

216

(1)

11.6.1.3 Windows Updates

216

(1)

11.6.1.4 Video Demonstration - Scheduling Tasks

217

(1)

11.6.1.5 Lab - Schedule a Task using the GUI and the Command Line

217

(1)

11.6.2 Backup and Restore

217

(1)

11.6.2.1 Restore Points

217

(1)

11.6.2.2 Hard Drive Backup

217

(1)

11.6.2.3 Video Demonstration - Back up and Restore

218

(1)

11.6.2.4 Lab - System Restore and Hard Drive Backup

218

(1)

11.7 Basic Troubleshooting Process for Windows Operating Systems

218

(1)

11.7.1 Applying Troubleshooting Process to Windows Operating Systems

218

(1)

11.7.1.1 The Six Steps of the Troubleshooting Process

218

(1)

11.7.1.2 Identify the Problem

218

(1)

11.7.1.3 Establish a Theory of Probable Cause

218

(1)

11.7.1.4 Test the Theory to Determine the Cause

218

(1)

11.7.1.5 Establish a Plan of Action to Resolve the Problem and Implement the Solution

219

(1)

11.7.1.6 Verify Full System Functionality and if Applicable Implement Preventive Measures

219

(1)

11.7.1.7 Document Findings, Actions, and Outcomes

219

(1)

11.7.2 Common Problems and Solutions for Windows Operating Systems

219

(1)

11.7.2.1 Common Problems and Solutions for Windows Operating Systems

219

(1)

11.7.3 Advanced Troubleshooting for Windows Operating Systems

219

(4)

11.7.3.1 Advanced Problems and Solutions for Windows Operating Systems

219

(1)

11.7.3.2 Lab - Troubleshoot Operating System Problems

219

(1)

11.8 Summary

219

(2)

Quiz

221

(1)

Exam

221

(1)

Notes

221

(2)

Chapter 12 Mobile, Linux, and macOS Operating Systems

223

(18)

12.0 Introduction

223

(1)

12.1 Mobile Operating Systems

223

(4)

12.1.1 Android vs. iOS

223

(1)

12.1.1.1 Open Source vs. Closed Source

223

(1)

12.1.1.2 Applications and Content Sources

224

(1)

12.1.1.3 Check Your Understanding - Compare Android and iOS

224

(1)

12.1.2 Android Touch Interface

224

(1)

12.1.2.1 Home Screen Items

224

(1)

12.1.2.2 Lab - Working with Android

224

(1)

12.1.3 iOS Touch Interface

224

(1)

12.1.3.1 Home Screen Items

224

(1)

12.1.3.2 Lab - Working with iOS

225

(1)

12.1.4 Common Mobile Device Features

225

(2)

12.1.4.1 Screen Orientation

225

(1)

12.1.4.2 Screen Calibration

225

(1)

12.1.4.3 GPS

225

(1)

12.1.4.4 Lab - Mobile Device Features

225

(1)

12.1.4.5 Wi-Fi Calling

226

(1)

12.1.4.6 NFC Payment

226

(1)

12.1.4.7 Virtual Private Network

226

(1)

12.1.4.8 Virtual Assistants

226

(1)

12.2 Methods for Securing Mobile Devices

227

(3)

12.2.1 Screen Locks and Biometric Authentication

227

(1)

12.2.1.1 What Do You Already Know? - Locks

227

(1)

12.2.1.2 Lab - Passcode Locks

227

(1)

12.2.1.3 Restrictions on Failed Login Attempts

227

(1)

12.2.1.4 Check your Understanding - Screen Locks and Biometric Authentication

227

(1)

12.2.2 Cloud-Enabled Services for Mobile Devices

227

(1)

12.2.2.1 Remote Backup

227

(1)

12.2.2.2 Locator Applications

228

(1)

12.2.2.3 Remote Lock and Remote Wipe

228

(1)

12.2.2.4 Check Your Understanding - Cloud-Enabled Services for Mobile Devices

228

(1)

12.2.3 Software Security

228

(2)

12.2.3.1 Antivirus

228

(1)

12.2.3.2 Rooting and Jailbreaking

229

(1)

12.2.3.3 Patching and Updating Operating Systems

230

(1)

12.2.3.4 Check Your Understanding - Mobile Security Features

230

(1)

12.3 Linux and macOS Operating Systems

230

(6)

12.3.1 Linux and macOS tools and features

230

(3)

12.3.1.1 Introduction to Linux and macOS Operating Systems

230

(1)

12.3.1.2 Overview of Linux GUI

231

(1)

12.3.1.3 Overview macOS GUI

231

(1)

12.3.1.4 Overview of Linux and macOS CLI

232

(1)

12.3.1.5 Linux Backup and Recovery

232

(1)

12.3.1.6 macOS Backup and Recovery

232

(1)

12.3.1.7 Overview of Disk Utilities

233

(1)

12.3.1.8 Check your understanding - Linux and macOS Operating Systems

233

(1)

12.3.2 Linux and macOS Best Practices

233

(1)

12.3.2.1 Scheduled Tasks

233

(1)

12.3.2.2 Operating System Updates

234

(1)

12.3.2.3 Security

234

(1)

12.3.2.4 Check Your Understanding - Linux and macOS Best Practices

234

(1)

12.3.3 Basic CLI Commands

234

(2)

12.3.3.1 Syntax Checker - File and Directory Commands

234

(1)

12.3.3.2 Check Your Understanding - File and Directory commands

234

(1)

12.3.3.3 The ls -l command output

234

(1)

12.3.3.4 Basic Unix File and Directory Permissions

234

(1)

12.3.3.5 Syntax Checker: File and Directory Permissions

235

(1)

12.3.3.6 Check Your Understanding - File and Directory Permission

235

(1)

12.3.3.7 Linux Administrative Commands

235

(1)

12.3.3.8 Linux Administrative Commands Requiring Root Access

235

(1)

12.3.3.9 Check Your Understanding: - Administrative Commands

235

(1)

12.3.3.10 Syntax Checker - File Ownership and Permission

235

(1)

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

236

(1)

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

236

(1)

12.4.1.1 The Six Steps of the Troubleshooting Process

236

(1)

12.4.1.2 Identify the Problem

236

(1)

12.4.1.3 Establish a theory of Probable Cause

236

(1)

12.4.1.4 Test the Theory to Determine the Cause

236

(1)

12.4.1.5 Establish a Plan of Action to Resolve the Problem and Implement the Solution

236

(1)

12.4.1.6 Verify Full System Functionality and if Applicable, Implement Preventive Measures

237

(1)

12.4.1.7 Document Findings, Actions, and Outcomes.

237

(1)

12.4.2 Common Problems and Solutions for Other Operating Systems

237

(4)

12.4.2.1 Common Problems and Solutions for Mobile Operating Systems

237

(1)

12.4.2.2 Common Problems and Solutions for Mobile OS Security

237

(1)

12.4.2.3 Common Problems and Solutions for Linux and macOS Operating Systems

237

(1)

12.4.2.4 Lab - Troubleshoot Mobile Devices

237

(1)

12.5 Summary

237

(2)

Quiz

239

(1)

Exam

239

(1)

Notes

239

(2)

Chapter 13 Security

241

(32)

13.0 Introduction

241

(1)

13.1 Security Threats

241

(7)

13.1.1 Malware

241

(2)

13.1.1.1 Malware

241

(1)

13.1.1.2 What Do You Already Know? - Malware

242

(1)

13.1.1.3 Viruses and Trojan Horses

242

(1)

13.1.1.4 Types of Malware

243

(1)

13.1.1.5 Check Your Understanding - Malware

243

(1)

13.1.2 Preventing Malware

243

(3)

13.1.2.1 Anti-Malware Programs

243

(1)

13.1.2.2 Signature File Updates

244

(1)

13.1.2.3 Video Explanation - Protecting Against Malware

245

(1)

13.1.2.4 Remediating Infected Systems

245

(1)

13.1.2.5 Video Explanation - Remediating an Infected System

245

(1)

13.1.2.6 Check Your Understanding - Preventing Malware

245

(1)

13.1.3 Network Attacks

246

(1)

13.1.3.1 Networks Are Targets

246

(1)

13.1.3.2 Types of TCP/IP Attacks

246

(1)

13.1.3.3 Check Your Understanding - Identify the TCP/IP Attack

246

(1)

13.1.3.4 Zero-Day

246

(1)

13.1.3.5 Protecting Against Network Attacks

247

(1)

13.1.4 Social Engineering Attacks

247

(1)

13.1.4.1 Social Engineering

247

(1)

13.1.4.2 What Do You Already Know? - Social Engineering Techniques

247

(1)

13.1.4.3 Social Engineering Techniques

247

(1)

13.1.4.4 Protecting Against Social Engineering

248

(1)

13.1.4.5 Check Your Understanding - Personal and Corporate Social Engineering Techniques

248

(1)

13.2 Security Procedures

248

(6)

13.2.1 Security Policy

248

(1)

13.2.1.1 What is a Security Policy

248

(1)

13.2.1.2 Security Policy Category

248

(1)

13.2.1.3 Securing Devices and Data

248

(1)

13.2.2 Protecting Physical Equipment

249

(1)

13.2.2.1 Physical Security

249

(1)

13.2.2.2 Types of Secure Locks

249

(1)

13.2.2.3 Mantraps

249

(1)

13.2.2.4 Securing Computers and Network Hardware

249

(1)

13.2.2.5 Check Your Understanding - Locking Mechanisms

250

(1)

13.2.3 Protecting Data

250

(3)

13.2.3.1 Data - Your Greatest Asset

250

(1)

13.2.3.2 Data Backups

251

(1)

13.2.3.3 File and Folder Permissions

251

(1)

13.2.3.4 File and Folder Encryption

252

(1)

13.2.3.5 Windows BitLocker and BitLocker To Go

252

(1)

13.2.3.6 Video Demonstration - Bitlocker and Bitlocker To Go

253

(1)

13.2.3.7 Lab - Bitlocker and Bitlocker To Go

253

(1)

13.2.4 Data Destruction

253

(1)

13.2.4.1 Data Wiping Magnetic Media

253

(1)

13.2.4.2 Data Wiping Other Media

253

(1)

13.2.4.3 Hard Drive Recycling and Destruction

254

(1)

13.2.4.4 Check Your Understanding - Data Protection

254

(1)

13.3 Securing Windows Workstations

254

(11)

13.3.1 Securing a Workstation

254

(2)

13.3.1.1 Securing a Computer

254

(1)

13.3.1.2 Securing BIOS

255

(1)

13.3.1.3 Securing Windows Login

255

(1)

13.3.1.4 Local Password Management

256

(1)

13.3.1.5 Usernames and Passwords

256

(1)

13.3.1.6 Check your Understanding - Secure a Workstation

256

(1)

13.3.2 Windows Local Security Policy

256

(2)

13.3.2.1 The Windows Local Security Policy

256

(1)

13.3.2.2 Account Policies Security Settings

257

(1)

13.3.2.3 Local Policies Security Settings

257

(1)

13.3.2.4 Exporting the Local Security Policy

257

(1)

13.3.2.5 Lab - Configure Windows Local Security Policy

258

(1)

13.3.2.6 Check Your Understanding- Local Security Policy

258

(1)

13.3.3 Managing Users and Groups

258

(2)

13.3.3.1 Maintaining Accounts

258

(1)

13.3.3.2 Managing Users Account Tools and User Account Tasks

258

(1)

13.3.3.3 Local Users and Groups Manager

258

(1)

13.3.3.4 Managing Groups

259

(1)

13.3.3.5 Active Directory Users and Computers

259

(1)

13.3.3.6 Lab - Configure Users and Groups in Windows

260

(1)

13.3.3.7 Check your Understanding - User Account Tools and User Account Tasks

260

(1)

13.3.4 Windows Firewall

260

(2)

13.3.4.1 Firewalls

260

(1)

13.3.4.2 Software Firewalls

261

(1)

13.3.4.3 Windows Firewall

261

(1)

13.3.4.4 Configuring Exceptions in Windows Firewall

261

(1)

13.3.4.5 Windows Firewall with Advanced Security

262

(1)

13.3.4.6 Lab - Configure Windows Firewall

262

(1)

13.3.4.7 Check your Understanding - Windows Firewall

262

(1)

13.3.5 Web Security

262

(2)

13.3.5.1 Web Security

262

(1)

13.3.5.2 InPrivate Browsing

263

(1)

13.3.5.3 Pop-up Blocker

263

(1)

13.3.5.4 SmartScreen Filter

264

(1)

13.3.5.5 ActiveX Filtering

264

(1)

13.3.5.6 Check Your Understanding - Web Security

264

(1)

13.3.6 Security Maintenance

264

(1)

13.3.6.1 Restrictive Settings

264

(1)

13.3.6.2 Disable Auto-Play

265

(1)

13.3.6.3 Operating System Service Packs and Security Patches

265

(1)

13.3.6.4 Check your Understanding - Security Maintenance

265

(1)

13.4 Wireless Security

265

(3)

13.4.1 Configure Wireless Security

265

(3)

13.4.1.1 What Do You Already Know? - Wireless Security

265

(1)

13.4.1.2 Common Communication Encryption Types

266

(1)

13.4.1.3 Wi-Fi Configuration Best Practices

266

(1)

13.4.1.4 Authentication Methods

267

(1)

13.4.1.5 Wireless Security Modes

267

(1)

13.4.1.6 Firmware Updates

267

(1)

13.4.1.7 Firewalls

267

(1)

13.4.1.8 Port Forwarding and Port Triggering

267

(1)

13.4.1.9 Universal Plug and Play

268

(1)

13.4.1.10 Packet Tracer - Configure Wireless Security

268

(1)

13.5 Basic Troubleshooting Process for Security

268

(1)

13.5.1 Applying the Troubleshooting Process to Security

268

(1)

13.5.1.1 The Six Steps of the Troubleshooting Process

268

(1)

13.5.1.2 Identify the Problem

268

(1)

13.5.1.3 Establish a Theory of Probable Cause

268

(1)

13.5.1.4 Test the Theory to Determine Cause

268

(1)

13.5.1.5 Establish a Plan of Action to Resolve the Problem and Implement the Solution

269

(1)

13.5.1.6 Verify Full System Functionality and, If Applicable Implement Preventive Measures

269

(1)

13.5.1.7 Document Findings, Actions, and Outcomes

269

(1)

13.5.2 Common Problems and Solutions for Security

269

(4)

13.5.2.1 Common Problems and Solutions for Security

269

(1)

13.5.2.2 Lab - Document Customer Information in a Work Order

269

(1)

13.6 Summary

269

(2)

Quiz

271

(1)

Exam

271

(1)

Notes

271

(2)

Chapter 14 The IT Professional

273

(22)

14.0 Introduction

273

(1)

14.1 Communication Skills and the IT Professional

273

(7)

14.1.1 Communication Skills, Troubleshooting, and Professional Behavior

273

(2)

14.1.1.1 Relationship Between Communication Skills and Troubleshooting

273

(1)

14.1.1.2 Lab - Technician Resources

274

(1)

14.1.1.3 Relationship Between Communication Skills and Professional Behavior

274

(1)

14.1.2 Working with a Customer

275

(1)

14.1.2.1 Know, Relate, and Understand

275

(1)

14.1.2.2 Active Listening

275

(1)

14.1.2.3 Check Your Understanding - Closed-Ended and Open-Ended Questions

275

(1)

14.1.2.4 Video Demonstration - Active Listening and Summarizing

275

(1)

14.1.3 Professional Behavior

276

(1)

14.1.3.1 Using Professional Behavior with the Customer

276

(1)

14.1.3.2 Tips for Hold and Transfer

277

(1)

14.1.3.3 Video Demonstration - Hold and Transfer

277

(1)

14.1.3.4 What Do You Already Know? - Netiquette

277

(1)

14.1.4 The Customer Call

277

(3)

14.1.4.1 Keeping the Customer Call Focused

277

(1)

14.1.4.2 Video Demonstration - The Talkative Customer

277

(1)

14.1.4.3 Video Demonstration - The Rude Customer

278

(1)

14.1.4.4 Video Demonstration - The Knowledgeable Customer

278

(1)

14.1.4.5 Video Demonstration - The Angry Customer

279

(1)

14.1.4.6 Video Demonstration - The Inexperienced Customer

279

(1)

14.2 Operational Procedures

280

(4)

14.2.1 Documentation

280

(1)

14.2.1.1 Documentation Overview

280

(1)

14.2.1.2 IT Department Documentation

280

(1)

14.2.1.3 Regulatory Compliance Requirements

280

(1)

14.2.1.4 Check Your Understanding - Documentation

280

(1)

14.2.2 Change Management

281

(1)

14.2.2.1 Change Control Process

281

(1)

14.2.3 Disaster Prevention and Recovery

281

(3)

14.2.3.1 Disaster Recovery Overview

281

(1)

14.2.3.2 Preventing Downtime and Data Loss

282

(1)

14.2.3.3 Elements of a Disaster Recovery Plan

283

(1)

14.2.3.4 Check Your Understanding - Disaster Recovery

283

(1)

14.3 Ethical and Legal Considerations

284

(5)

14.3.1 Ethical and Legal Considerations in the IT Profession

284

(3)

14.3.1.1 Ethical and Legal Considerations in IT

284

(1)

14.3.1.2 Personal Identifiable Information (PII)

284

(1)

14.3.1.3 Payment Card Industry (PCI)

285

(1)

14.3.1.4 Protected Health Information (PHI)

285

(1)

14.3.1.5 Lab - Investigate Breaches of PII, PHI, PCI

285

(1)

14.3.1.6 Legal Considerations in IT

286

(1)

14.3.1.7 Licensing

286

(1)

14.3.1.8 Check Your Understanding - Licensing

286

(1)

14.3.2 Legal Procedures Overview

287

(2)

14.3.2.1 Computer Forensics

287

(1)

14.3.2.2 Data Collected in Computer Forensics

287

(1)

14.3.2.3 Cyber Law

287

(1)

14.3.2.4 First Response

288

(1)

14.3.2.5 Documentation

288

(1)

14.3.2.6 Chain of Custody

289

(1)

14.3.2.7 Check Your Understanding - Legal Procedures Overview

289

(1)

14.4 Call Center Technicians

289

(3)

14.4.1 Call Centers, Level One and Level Two Technicians

289

(2)

14.4.1.1 Call Centers

289

(1)

14.4.1.2 Level One Technician Responsibilities

289

(1)

14.4.1.3 Level Two Technician Responsibilities

290

(1)

14.4.1.4 Lab - Remote Technician - Fix a Hardware Problem

290

(1)

14.4.1.5 Lab - Remote Technician - Fix an Operating System Problem

290

(1)

14.4.1.6 Lab - Remote Technician - Fix a Network Problem

290

(1)

14.4.1.7 Lab - Remote Technician - Fix a Security Problem

290

(1)

14.4.2 Basic Scripting and the IT Professional

291

(1)

14.4.2.1 Script Examples

291

(1)

14.4.2.2 Scripting Languages

291

(1)

14.4.2.3 Basic Script Commands

291

(1)

14.4.2.4 Variables / Environmental Variables

291

(1)

14.4.2.5 Conditional Statements

292

(1)

14.4.2.6 Loops

292

(1)

14.4.2.7 Lab - Write Basic Scripts in Windows and Linux

292

(1)

14.5 Summary

292

(2)

Quiz

294

(1)

Exam

294

(1)

Notes

294

(1)

Index

295

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.

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