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IT Essentials Course Booklet, Version 6 [Pehme köide]

3.17/5 (12 hinnangut Goodreads-ist)

Cisco Networking Academy

Formaat: Paperback / softback, 416 pages, kõrgus x laius x paksus: 275x220x24 mm, kaal: 860 g
Sari: Course Booklets
Ilmumisaeg: 07-Jun-2016
Kirjastus: Cisco Press
ISBN-10: 1587133563
ISBN-13: 9781587133565

Teised raamatud teemal:

Computer certification: Cisco

Pehme köide
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Raamatu kohalejõudmiseks kirjastusest kulub orienteeruvalt 2-4 nädalat
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Formaat: Paperback / softback, 416 pages, kõrgus x laius x paksus: 275x220x24 mm, kaal: 860 g
Sari: Course Booklets
Ilmumisaeg: 07-Jun-2016
Kirjastus: Cisco Press
ISBN-10: 1587133563
ISBN-13: 9781587133565

Teised raamatud teemal:

Computer certification: Cisco

Püsilink: https://www.kriso.ee/db/9781587133565.html

Märksõnad:

Cisco's IT Essentials curriculum introduces the skills needed to help meet growing demand for entry-level information and communication technology (ICT) professionals. It covers the fundamentals of PC technology, networking, and security, and also introduces advanced concepts. While extensive online study resources are available, many have requested a low-cost printed resource for study offline. This booklet is that resource. Drawn directly from the online curriculum, it covers every skill and competency required by the new A+ exams (220-901 and 220-902):

Define IT and describe a computer's components
Protect self, equipment, and the environment
Assemble a desktop computer step-by-step, and install and navigate an operating system
Explain and perform preventive maintenance and basic troubleshooting
Upgrade or replace components of laptops and peripherals
Connect computers to networks
Implement basic security
Communicate well and behave professionally
Assess customer needs, analyze possible configurations, and recommend solutions

This booklet enables students to study offline, highlight key points, and take handwritten notes. Its text is extracted word-for-word, from the online course, and headings with exact page correlations link to the online course for classroom discussions and exam preparation. Icons direct readers to the online Cisco Networking Academy curriculum to take full advantage of the images, labs, and activities provided there.

Chapter 0 Course Introduction

(6)

0.0 Welcome to IT Essentials

(6)

0.0.1 Message to the Student

(1)

0.0.1.2 More than Just Information

(1)

0.0.1.3 How We Teach

(1)

0.0.1.4 Mind Wide Open

(1)

0.0.2 The IT Industry

(5)

0.0.2.1 Education and Certifications

(1)

0.0.2.2 CompTIA A+ Certification

(1)

0.0.2.3 Field, Remote, and Bench Technicians

(1)

0.0.2.4 Cisco Networking Academy and NetAcad Advantage

(3)

Chapter 1 Introduction to the Personal Computer System

(30)

1.0 Introduction

(1)

1.1 Personal Computer Systems

(16)

1.1.1 Cases and Power Supplies

(3)

1.1.1.1 Cases

(1)

1.1.1.2 Power Supplies

(1)

1.1.1.3 Power Supply Wattage

(1)

1.1.1.4 Lab - Ohm's Law

(1)

1.1.2 Internal PC Components

(7)

1.1.2.1 Motherboards

(1)

1.1.2.2 CPU Architectures

(1)

1.1.2.3 Enhancing CPU Operation

(1)

1.1.2.4 Cooling Systems

(1)

1.1.2.5 ROM

(1)

1.1.2.6 RAM

(1)

1.1.2.7 Memory Modules

(1)

1.1.2.8 Adapter Cards and Expansion Slots

(1)

1.1.2.9 Storage Devices

(1)

1.1.2.10 Storage Device Interfaces and RAID

(1)

1.1.3 External Ports and Cables

(3)

1.1.3.1 Video Ports and Cables

(1)

1.1.3.2 Other Ports and Cables

(1)

1.1.3.3 Adapters and Converters

(1)

1.1.4 Input and Output Devices

(3)

1.1.4.1 Input Devices

(1)

1.1.4.2 Output Devices

(1)

1.1.4.3 Monitor Characteristics

(1)

1.2 Select Computer Components

(6)

1.2.1 Select PC Components

(6)

1.2.1.1 Building a Computer

(1)

1.2.1.2 Select the Motherboard

(1)

1.2.1.3 Select the Case and Fans

(1)

1.2.1.4 Select the Power Supply

(1)

1.2.1.5 Select the CPU and CPU Cooling System

(1)

1.2.1.6 Select RAM

(1)

1.2.1.7 Select Adapter Cards

(1)

1.2.1.8 Select Hard Drives

(1)

1.2.1.9 Select a Media Reader

(1)

1.2.1.10 Select Optical Drives

(1)

1.2.1.11 Select External Storage

(1)

1.2.1.12 Select Input and Output Devices

(1)

1.2.1.13 Lab - Research Computer Components

(1)

1.3 Configurations for Specialized Computer Systems

(5)

1.3.1 Specialized Computer Systems

(8)

1.3.1.1 Thick and Thin Clients

(1)

1.3.1.2 CAx Workstations

(1)

1.3.1.3 Audio and Video Editing Workstations

(1)

1.3.1.4 Virtualization Workstations

(1)

1.3.1.5 Gaming PCs

(1)

1.3.1.6 Home Theater PCs

(1)

1.3.1.7 Lab - Build a Specialized Computer System

(1)

1.4
Chapter Summary

(1)

Chapter 1 Quiz

(1)

Chapter 1 Exam

(1)

Your
Chapter Notes

(2)

Chapter 2 Introduction to Lab Procedures and Tool Use

(16)

2.0 Introduction

(1)

2.1 Safe Lab Procedures

(6)

2.1.1 Procedures to Protect People

(2)

2.1.1.1 General Safety

(1)

2.1.1.2 Electrical Safety

(1)

2.1.1.3 Fire Safety

(1)

2.1.2 Procedures to Protect Equipment and Data

(2)

2.1.2.1 ESD and EMI

(1)

2.1.2.2 Power Fluctuation Types

(1)

2.1.2.3 Power Protection Devices

(1)

2.1.3 Procedures to Protect the Environment

(2)

2.1.3.1 Safety Data Sheet

(1)

2.1.3.2 Equipment Disposal

(1)

2.2 Proper Use of Tools

(7)

2.2.1 Hardware Tools

(1)

2.2.1.1 General Tool Use

(1)

2.2.1.2 ESD Tools

(1)

2.2.1.3 Hand Tools

(1)

2.2.1.4 Cable Tools

(1)

2.2.1.5 Cleaning Tools

(1)

2.2.1.6 Diagnostic Tools

(1)

2.2.2 Software Tools

(1)

2.2.2.1 Disk Management Tools

(1)

2.2.2.2 Protection Software Tools

(1)

2.2.2.3 Lab - Diagnostic Software

(1)

2.2.3 Organizational Tools

(1)

2.2.3.1 Reference Tools

(1)

2.2.3.2 Miscellaneous Tools

(1)

2.2.4 Demonstrate Proper Tool Use

(7)

2.2.4.1 Antistatic Wrist Strap

(1)

2.2.4.2 Antistatic Mat

(1)

2.2.4.3 Hand Tools

(1)

2.2.4.4 Lab - Using a Multimeter and a Power Supply Tester

(1)

2.2.4.5 Cleaning Materials

(1)

2.2.4.6 Video - Computer Disassembly

(1)

2.2.4.7 Lab - Computer Disassembly

(1)

2.3 Summary

(2)

Chapter 2 Quiz

(1)

Chapter 2 Exam

(1)

Your
Chapter Notes

(1)

Chapter 3 Computer Assembly

(24)

3.0 Introduction

(1)

3.1 Assemble the Computer

(11)

3.1.1 Open the Case and Connect the Power Supply

(1)

3.1.1.1 Open the Case

(1)

3.1.1.2 Install the Power Supply

(1)

3.1.1.3 Lab - Install the Power Supply

(1)

3.1.2 Install the Motherboard

(3)

3.1.2.1 Install the CPU, Heat Sink and Fan Assembly

(1)

3.1.2.2 Activity - Installing the CPU

(1)

3.1.2.3 Install RAM

(1)

3.1.2.4 Install Motherboard

(1)

3.1.2.5 Activity - Installing the Motherboard

(1)

3.1.2.6 Lab - Install the Motherboard

(1)

3.1.3 Install Drives

(1)

3.1.3.1 Install the Hard Drive

(1)

3.1.3.2 Install the Optical Drive

(1)

3.1.3.3 Lab - Install the Drives

(1)

3.1.4 Install the Adapter Cards

(1)

3.1.4.1 Types of Adapter Cards

(1)

3.1.4.2 Install a Wireless NIC

(1)

3.1.4.3 Install a Video Adapter Card

(1)

3.1.4.4 Lab - Install Adapter Cards

(1)

3.1.5 Install Cables

(5)

3.1.5.1 Connect Power to the Motherboard

(1)

3.1.5.2 Connect Power to the Internal Drive and Case Fans

(1)

3.1.5.3 Activity - Identify the Power Connectors

(1)

3.1.5.4 Connect the Internal Data Cables

(1)

3.1.5.5 Lab - Install Internal Cables

(1)

3.1.5.6 Install the Front Panel Cables

(2)

3.1.5.7 Activity - Identify the Front Panel Connectors

(1)

3.1.5.8 Lab - Install Front Panel Cables

(1)

3.1.5.9 Reassemble the Case Assembly

(1)

3.1.5.10 Install the External Cables

(1)

3.1.5.11 Activity - Identify the External Connectors

(1)

3.1.5.12 Lab - Complete the Computer Assembly

(1)

3.2 Boot the Computer

(6)

3.2.1 POST, BIOS, UEFI

(2)

3.2.1.1 BIOS Beep Codes and Setup

(1)

3.2.1.2 BIOS and CMOS

(1)

3.2.1.3 BIOS Setup Program

(1)

3.2.1.4 UEFI Setup Program

(1)

3.2.2 BIOS and UEFI Configuration

(4)

3.2.2.1 BIOS Component Information

(1)

3.2.2.2 BIOS Configurations

(1)

3.2.2.3 BIOS Security Configurations

(1)

3.2.2.4 BIOS Hardware Diagnostics and Monitoring

(1)

3.2.2.5 UEFI EZ Mode

(1)

3.2.2.6 UEFI Advanced Mode

(1)

3.2.2.7 Activity - Identify Terms

(1)

3.2.2.8 Lab - Boot the Computer

(1)

3.3 Upgrade and Configure a Computer

(5)

3.3.1 Motherboard and Related Components

(3)

3.3.1.1 Motherboard Component Upgrades

(1)

3.3.1.2 Upgrade the Motherboard

(1)

3.3.1.3 Upgrade the BIOS

(1)

3.3.1.4 Upgrade CPU and Heat Sink and Fan Assembly

(1)

3.3.1.5 Upgrade the Ram

(1)

3.3.1.6 Lab - BIOS File Search

(1)

3.3.2 Storage Devices

(1)

3.3.2.1 Upgrade Hard Drives

(1)

3.3.3 Peripheral Devices

(3)

3.3.3.1 Upgrade Input and Output Devices

(1)

3.3.3.2 Lab - Upgrade Hardware

(1)

3.4
Chapter Summary

(1)

Chapter 3 Quiz

(1)

Chapter 3 Exam

(1)

Your
Chapter Notes

(1)

Chapter 4 Overview of Preventive Maintenance

(12)

4.0 Introduction

(1)

4.1 Preventive Maintenance

(4)

4.1.1 PC Preventive Maintenance Overview

(4)

4.1.1.1 Benefits of Preventive Maintenance

(1)

4.1.1.2 Preventive Maintenance Tasks

(1)

4.1.1.3 Clean the Case and Internal Components

(1)

4.1.1.4 Inspect Internal Components

(1)

4.1.1.5 Environmental Concerns

(1)

4.2 Troubleshooting Process

(4)

4.2.1 Troubleshooting Process Steps

(4)

4.2.1.1 Introduction to Troubleshooting

(1)

4.2.1.2 Identify the Problem

(1)

4.2.1.3 Activity - Identify the Problem

(1)

4.2.1.4 Establish a Theory of Probable Cause

(1)

4.2.1.5 Test the Theory to Determine Cause

(1)

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

(1)

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

(1)

4.2.1.8 Document Findings, Actions, and Outcomes

(1)

4.2.2 Common Problems and Solutions

(4)

4.2.2.1 PC Common Problems and Solutions

(1)

4.3
Chapter Summary

(2)

Chapter 4 Quiz

(1)

Chapter 4 Exam

(1)

Your
Chapter Notes

(2)

Chapter 5 Windows Installation

(30)

5.0 Introduction

(1)

5.1 Modern Operating Systems

(7)

5.1.1 Operating System Terms and Characteristics

(2)

5.1.1.1 Terms

(1)

5.1.1.2 Basic Functions of an Operating System

(1)

5.1.1.3 Processor Architecture

(1)

5.1.2 Types of Operating Systems

(1)

5.1.2.1 Desktop Operating Systems

(1)

5.1.2.2 Network Operating Systems

(1)

5.1.2.3 Lab - Search NOC Certifications and Jobs

(1)

5.1.3 Customer Requirements for an Operating System

(2)

5.1.3.1 OS Compatible Applications and Environments

(1)

5.1.3.2 Minimum Hardware Requirements and Compatibility with OS Platform

(1)

5.1.4 Operating Systems Upgrade

(2)

5.1.4.1 Checking OS Compatibility

(1)

5.1.4.2 Windows OS Upgrades

(1)

5.1.4.3 Data Migration

(1)

5.1.4.4 Lab - Data Migration in Windows

(1)

5.2 Operating System Installation

(21)

5.2.1 Storage Device Setup Procedures

(8)

5.2.1.1 Storage Device Types

(1)

5.2.1.2 Hard Drive Partitioning

(2)

5.2.1.3 Activity - Identify Disk Terminology

(1)

5.2.1.4 File Systems

(1)

5.2.1.5 Video - Disk Management

100

(1)

5.2.1.6 OS Installation with Default Settings

100

(2)

5.2.1.7 Lab - Install Windows

102

(1)

5.2.1.8 Account Creation

102

(1)

5.2.1.9 Finalize the Installation

103

(1)

5.2.1.10 Lab - Check for Updates in Windows

104

(1)

5.2.2 Custom Installation Options

104

(4)

5.2.2.1 Disk Cloning

104

(1)

5.2.2.2 Other Installation Methods

104

(1)

5.2.2.3 Network Installation

105

(1)

5.2.2.4 Restore, Refresh, and Recover

106

(1)

5.2.2.5 System Recovery Options

107

(1)

5.2.2.6 Identify OS Installation Terminology

108

(1)

5.2.3 Boot Sequence and Registry Files

108

(2)

5.2.3.1 Windows Boot Process

108

(1)

5.2.3.2 Identify the BIOS Boot Process Order

109

(1)

5.2.3.3 Startup Modes

109

(1)

5.2.3.4 Windows Registry

109

(1)

5.2.4 Mulitiboot

110

(4)

5.2.4.1 Multiboot Procedures

110

(1)

5.2.4.2 Disk Management Utility

111

(1)

5.2.4.3 Partitions

112

(1)

5.2.4.4 Drive Mapping or Drive Letter Assignment

112

(1)

5.2.4.5 Video - Disk Partitioning

113

(1)

5.2.4.6 Video - Drive Mirroring

113

(1)

5.2.4.7 Lab - Create a Partition in Windows

114

(1)

5.2.5 Disk Directories

114

(5)

5.2.5.1 Directory Structures

114

(1)

5.2.5.2 User and System File Locations

115

(1)

5.2.5.3 File Extension and Attributes

116

(1)

5.2.5.4 Application, File and Folder Properties

117

(1)

5.3 Summary

117

(1)

Chapter 5 Quiz

118

(1)

Chapter 5 Exam

118

(1)

Your
Chapter Notes

118

(1)

Chapter 6 Windows Configuration and Management

119

(32)

6.0 Introduction

119

(1)

6.1 The Windows GUI and Control Panel

119

(23)

6.1.1 Windows Desktop, Tools and Applications

119

(6)

6.1.1.1 Windows Desktop

119

(1)

6.1.1.2 Desktop Properties

120

(1)

6.1.1.3 Start Menu

121

(1)

6.1.1.4 Task Manager

122

(1)

6.1.1.5 Lab - Task Manager

123

(1)

6.1.1.6 Computer and Windows Explorer

123

(1)

6.1.1.7 Windows Libraries

124

(1)

6.1.1.8 Install and Uninstall Applications

124

(1)

6.1.1.9 Lab - Install Third-Party Software

125

(1)

6.1.2 Control Panel Utilities

125

(10)

6.1.2.1 Introduction to Control Panel Utilities

125

(1)

6.1.2.2 User Accounts

126

(1)

6.1.2.3 Lab - Create User Accounts

127

(1)

6.1.2.4 Internet Options

127

(1)

6.1.2.5 Lab - Configure Browser Settings

127

(1)

6.1.2.6 Display Settings

127

(1)

6.1.2.7 Folder Options

128

(1)

6.1.2.8 Action Center

129

(1)

6.1.2.9 Windows Firewall

129

(1)

6.1.2.10 Power Options

130

(1)

6.1.2.11 System Utility

131

(1)

6.1.2.12 Lab - Manage Virtual Memory

132

(1)

6.1.2.13 Device Manager, Devices and Printers, and Sound

132

(1)

6.1.2.14 Lab - Device Manager

133

(1)

6.1.2.15 Region, Programs and Features, and Troubleshooting

133

(1)

6.1.2.16 Lab - Region and Language Options

134

(1)

6.1.2.17 HomeGroup and Network and Sharing Center

134

(1)

6.1.3 Administrative Tools

135

(3)

6.1.3.1 Computer Management

135

(1)

6.1.3.2 Event Viewer

136

(1)

6.1.3.3 Services

136

(1)

6.1.3.4 System Configuration

137

(1)

6.1.3.5 Performance Monitor and Windows Memory Diagnostics

137

(1)

6.1.3.6 Programming Tools

138

(1)

6.1.3.7 Lab - Monitor and manage System Resources

138

(1)

6.1.4 Disk Defragmenter and Disk Error-Checking Tool

138

(2)

6.1.4.1 Disk Defragmenter and Disk Error-Checking Tool

138

(1)

6.1.4.2 Lab - Hard Drive Maintenance

139

(1)

6.1.4.3 System Information

139

(1)

6.1.4.4 Lab - Manage System Files in Windows

140

(1)

6.1.5 Command Line Tools

140

(2)

6.1.5.1 Windows CLI Commands

140

(1)

6.1.5.2 Video - Common Windows CLI Commands

140

(1)

6.1.5.3 Video - Log User Access

140

(1)

6.1.5.4 Lab - Common Windows CLI Commands

141

(1)

6.1.5.5 System Utilities

141

(1)

6.1.5.6 Lab - System Utilities

141

(1)

6.2 Client-Side Virtualization

142

(2)

6.2.1 Purpose and Requirements of Virtualization

142

(2)

6.2.1.1 Purpose of Virtual Machines

142

(1)

6.2.1.2 Hypervisor: Virtual Machine Manager

142

(1)

6.2.1.3 Virtual Machine Requirements

143

(1)

6.3 Common Preventive Maintenance Techniques for Operating Systems

144

(4)

6.3.1 OS Preventive Maintenance Plan

144

(4)

6.3.1.1 Preventive Maintenance Plan Contents

144

(1)

6.3.1.2 Lab - Manage the Startup Folder

145

(1)

6.3.1.3 Updates

145

(1)

6.3.1.4 Scheduling Tasks

145

(1)

6.3.1.5 Lab - Task Scheduler

146

(1)

6.3.1.6 Restore Points

146

(1)

6.3.1.7 Lab - System Restore

147

(1)

6.3.1.8 Hard Drive Backup

147

(1)

6.3.1.9 Video - Backup Tool

147

(1)

6.3.1.10 Video - Restore Points

148

(1)

6.4 Basic Troubleshooting Process for Operating Systems

148

(1)

6.4.1 Applying the Troubleshooting Process for Operating Systems

148

(1)

6.4.1.1 Identify the Problem

148

(1)

6.4.1.2 Establish a Theory of Probable Cause

148

(1)

6.4.1.3 Test the Theory to Determine Cause

148

(1)

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

148

(1)

6.4.1.5 Verify Full System Functionality and Implement Preventive Measures

148

(1)

6.4.1.6 Document Findings, Actions and Outcomes

149

(1)

6.4.2 Common Problems and Solutions for Operating Systems

149

(2)

6.4.2.1 Common Problems and Solutions

149

(1)

6.5
Chapter Summary

149

(1)

Chapter 6 Quiz

150

(1)

Chapter 6 Exam

150

(1)

Your
Chapter Notes

150

(1)

Chapter 7 Networking Concepts

151

(24)

7.0 Introduction

151

(1)

7.1 Principles of Networking

151

(5)

7.1.1 Computer Networks

151

(3)

7.1.1.1 Network Definition

151

(1)

7.1.1.2 Host Devices

152

(1)

7.1.1.3 Intermediary Devices

152

(1)

7.1.1.4 Network Media

152

(1)

7.1.1.5 Activity - Identify Network Devices and Media Representations

153

(1)

7.1.1.6 Bandwidth and Latency

153

(1)

7.1.1.7 Data Transmission

153

(1)

7.1.2 Types of Networks

154

(2)

7.1.2.1 LANs

154

(1)

7.1.2.2 WLANs

154

(1)

7.1.2.3 PANs

155

(1)

7.1.2.4 MANS

155

(1)

7.1.2.5 WANs

155

(1)

7.1.2.6 Peer-to-Peer Networks

155

(1)

7.1.2.7 Client-Server Networks

156

(1)

7.1.2.8 Activity - Matching Network Types

156

(1)

7.2 Networking Standards

156

(4)

7.2.1 Reference Models

156

(2)

7.2.1.1 Open Standards

156

(1)

7.2.1.2 Protocols

157

(1)

7.2.1.3 OSI Reference Model

157

(1)

7.2.1.4 TCP/IP Model

157

(1)

7.2.1.5 Protocol Data Units

157

(1)

7.2.1.6 Encapsulation Example

158

(1)

7.2.1.7 De-Encapsulation Example

158

(1)

7.2.1.8 Comparing the OSI and TCP/IP Models

158

(1)

7.2.1.9 Activity - Place the OSI and TCP/IP Model Layers

158

(1)

7.2.2 Wired and Wireless Ethernet Standards

158

(2)

7.2.2.1 CSMA/CD

158

(1)

7.2.2.2 Ethernet Cable Standards

159

(1)

7.2.2.3 CSMA/CA

159

(1)

7.2.2.4 Wireless Standards

159

(1)

7.2.2.5 Wireless Security

160

(1)

7.3 Physical Components of a Network

160

(6)

7.3.1 Network Devices

160

(3)

7.3.1.1 Modems

160

(1)

7.3.1.2 Hubs, Bridges, and Switches

160

(1)

7.3.1.3 Wireless Access Points and Routers

161

(1)

7.3.1.4 Hardware Firewalls

162

(1)

7.3.1.5 Other Devices

162

(1)

7.3.1.6 Activity - Identify Network Devices

163

(1)

7.3.2 Cables and Connectors

163

(3)

7.3.2.1 Coaxial Cables

163

(1)

7.3.2.2 Twisted-Pair Cables

163

(1)

7.3.2.3 Twisted-Pair Category Ratings

164

(1)

7.3.2.4 Twisted-Pair Wire Schemes

164

(1)

7.3.2.5 Activity - Cable Pinouts

165

(1)

7.3.2.6 Lab - Build and Test Network Cables

165

(1)

7.3.2.7 Packet Tracer - Cabling a Simple Network

165

(1)

7.3.2.8 Fiber-Optic Cables

165

(1)

7.3.2.9 Types of Fiber Media

165

(1)

7.3.2.10 Fiber-Optic Connectors

166

(1)

7.4 Basic Networking Concepts and Technologies

166

(7)

7.4.1 Networked Equipment Addressing

166

(5)

7.4.1.1 Network Addressing

166

(1)

7.4.1.2 IP Addresses

166

(1)

7.4.1.3 IPv4 Address Format

167

(1)

7.4.1.4 Glassful and Classless IPv4 Addressing

167

(1)

7.4.1.5 Number of IPv6 Addresses

168

(1)

7.4.1.6 IPv6 Address Formats

168

(1)

7.4.1.7 Video - IPv4 vs. IPv6

168

(1)

7.4.1.8 Static Addressing

169

(1)

7.4.1.9 Dynamic Addressing

169

(1)

7.4.1.10 ICMP

170

(1)

7.4.1.11 Lab - Configure a NIC to Use DHCP in Windows

171

(1)

7.4.1.12 Packet Tracer - Adding Computers to an Existing Network

171

(1)

7.4.2 Transport Layer Protocols

171

(4)

7.4.2.1 Role of the Transport Layer

171

(1)

7.4.2.2 Transport Layer Features

171

(1)

7.4.2.3 Transport Layer Protocol

171

(1)

7.4.2.4 TCP

172

(1)

7.4.2.5 UDP

172

(1)

7.4.2.6 Port Numbers

172

(1)

7.4.2.7 Activity - TCP vs. UDP

173

(1)

7.4.2.8 Activity - Protocol Definitions and Ports

173

(1)

7.5
Chapter Summary

173

(1)

Chapter 7 Quiz

174

(1)

Chapter 7 Exam

174

(1)

Your
Chapter Notes

174

(1)

Chapter 8 Applied Networking

175

(28)

8.0 Introduction

175

(1)

8.1 Computer to Network Connection

175

(15)

8.1.1 Networking Cards

175

(3)

8.1.1.1 Network Installation Completion List

175

(1)

8.1.1.2 Selecting a NIC

176

(1)

8.1.1.3 Installing and Updating a NIC

176

(1)

8.1.1.4 Configuring a NIC

177

(1)

8.1.1.5 Advanced NIC Settings

177

(1)

8.1.2 Wireless and Wired Router Configurations

178

(6)

8.1.2.1 Connecting the NIC

178

(1)

8.1.2.2 Connecting the Router to the Internet

179

(1)

8.1.2.3 Setting the Network Location

179

(1)

8.1.2.4 Logging in to the Router

180

(1)

8.1.2.5 Basic Network Setup

180

(1)

8.1.2.6 Basic Wireless Settings

181

(1)

8.1.2.7 Testing Connectivity with the Windows GUI

182

(1)

8.1.2.8 Testing Connectivity with the Windows CLI

182

(1)

8.1.2.9 Video - Network CLI Commands

183

(1)

8.1.2.10 Lab - Connect to a Router for the First Time

183

(1)

8.1.2.11 Packet Tracer - Connect to a Wireless Router and Configure Basic Settings

183

(1)

8.1.2.12 Lab - Configure Wireless Router in Windows

183

(1)

8.1.2.13 Packet Tracer - Connect Wireless Computers to a Wireless Router

184

(1)

8.1.2.14 Lab - Test the Wireless NIC in Windows

184

(1)

8.1.2.15 Packet Tracer - Test a Wireless Connection

184

(1)

8.1.3 Network Sharing

184

(4)

8.1.3.1 Domain and Workgroup

184

(1)

8.1.3.2 Connecting to a Workgroup or Domain

184

(1)

8.1.3.3 Windows Homegroup

185

(1)

8.1.3.4 Sharing Resources in Windows Vista

186

(1)

8.1.3.5 Network Shares and Mapping Drives

186

(1)

8.1.3.6 Administrative Shares

187

(1)

8.1.3.7 Network Drive Mapping

187

(1)

8.1.3.8 Video - Share a Folder

188

(1)

8.1.3.9 Lab - Share Resources in Windows

188

(1)

8.1.4 Remote Connections

188

(2)

8.1.4.1 VPN

188

(1)

8.1.4.2 Remote Desktop and Remote Assistance

189

(1)

8.1.4.3 Lab - Remote Assistance in Windows

189

(1)

8.1.4.4 Lab - Remote Desktop in Windows

190

(1)

8.2 ISP Connection Technologies

190

(4)

8.2.1 Broadband Technologies

190

(4)

8.2.1.1 Brief History of Connection Technologies

190

(1)

8.2.1.2 DSL and ADSL

190

(1)

8.2.1.3 Line of Sight Wireless Internet Service

191

(1)

8.2.1.4 WiMAX

191

(1)

8.2.1.5 Other Broadband Technologies

191

(2)

8.2.1.6 Selecting an ISP for the Customer

193

(1)

8.2.1.7 Activity - ISP Connection Types

194

(1)

8.3 Internet Technologies

194

(5)

8.3.1 Data Centers and Cloud Computing

194

(2)

8.3.1.1 Data Center

194

(1)

8.3.1.2 Cloud Computing versus Data Center

195

(1)

8.3.1.3 Characteristics of Cloud Computing

195

(1)

8.3.1.4 SaaS, IaaS and PaaS

195

(1)

8.3.1.5 Cloud Types

196

(1)

8.3.1.6 Activity - Identify Cloud Terminology

196

(1)

8.3.2 Networked Host Services

196

(3)

8.3.2.1 DHCP Services

196

(1)

8.3.2.2 DNS Services

196

(1)

8.3.2.3 Web Services

196

(1)

8.3.2.4 File Services

197

(1)

8.3.2.5 Print Services

197

(1)

8.3.2.6 Email Services

198

(1)

8.3.2.7 Proxy Settings

198

(1)

8.3.2.8 Authentication Services

198

(1)

8.3.2.9 Intrusion Detection and Prevention Services

198

(1)

8.3.2.10 Universal Threat Management

199

(1)

8.3.2.11 Activity - Identify the Networked Host Service

199

(1)

8.4 Common Preventive Maintenance Techniques Used for Networks

199

(1)

8.4.1 Network Maintenance

199

(1)

8.4.1.1 Preventive Maintenance Procedures

199

(1)

8.5 Basic Troubleshooting Process for Networks

200

(1)

8.5.1 Applying the Troubleshooting Process to Networks

200

(1)

8.5.1.1 Identify the Problem

200

(1)

8.5.1.2 Establish a Theory of Probable Cause

201

(1)

8.5.1.3 Test the Theory to Determine Cause

201

(1)

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

201

(1)

8.5.1.5 Verify Full System Functionality and Implement Preventive Measures

201

(1)

8.5.1.6 Document Findings, Actions, and Outcomes

201

(1)

8.5.2 Common Problems and Solutions for Networks

201

(2)

8.5.2.1 Identify Common Problems and Solutions

201

(1)

8.6
Chapter Summary

201

(1)

Chapter 8 Quiz

202

(1)

Chapter 8 Exam

202

(1)

Your
Chapter Notes

202

(1)

Chapter 9 Laptops and Mobile Devices

203

(32)

9.0 Introduction

203

(1)

9.1 Laptop Components

203

(5)

9.1.1 Features of Laptop Components

203

(4)

9.1.1.1 External Features Unique to Laptops

203

(1)

9.1.1.2 Common Input Devices and LEDs in Laptops

204

(1)

9.1.1.3 Internal Components

204

(1)

9.1.1.4 Special Function Keys

205

(1)

9.1.1.5 Docking Station Versus Port Replicator

206

(1)

9.1.1.6 Lab - Research Docking Stations

207

(1)

9.1.2 Laptop Displays

207

(1)

9.1.2.1 LCD, LED, and OLED Displays

207

(1)

9.1.2.2 Backlights and Inverters

208

(1)

9.1.2.3 Wi-Fi Antenna Connectors

208

(1)

9.1.2.4 Webcam and Microphone

208

(1)

9.2 Laptop Configuration

208

(4)

9.2.1 Power Settings Configuration

208

(2)

9.2.1.1 Power Management

208

(1)

9.2.1.2 Managing ACPI Settings in the BIOS

209

(1)

9.2.1.3 Activity - Match ACPI Standards

209

(1)

9.2.1.4 Managing Laptop Power Options

209

(1)

9.2.2 Wireless Configuration

210

(2)

9.2.2.1 Bluetooth

210

(1)

9.2.2.2 Cellular WAN

211

(1)

9.2.2.3 Wi-Fi

212

(1)

9.3 Laptop Hardware and Component Installation and Configuration

212

(11)

9.3.1 Expansion Slots

212

(3)

9.3.1.1 Expansion Cards

212

(1)

9.3.1.2 Flash Memory

213

(1)

9.3.1.3 Smart Card Reader

213

(1)

9.3.1.4 SODIMM Memory

214

(1)

9.3.1.5 Lab - Research Laptop RAM

215

(1)

9.3.2 Replacing Hardware Devices

215

(8)

9.3.2.1 Overview of Hardware Replacement

215

(1)

9.3.2.2 Power

216

(1)

9.3.2.3 Lab - Research Laptop Batteries

217

(1)

9.3.2.4 Keyboard, Touchpad, and Screen

217

(2)

9.3.2.5 Lab - Research Laptop Screens

219

(1)

9.3.2.6 Internal Storage Drive and Optical Drive

219

(1)

9.3.2.7 Lab - Research Laptop Hard Drives

220

(1)

9.3.2.8 Wireless Card

220

(1)

9.3.2.9 Speakers

220

(1)

9.3.2.10 CPU

221

(1)

9.3.2.11 Motherboard

222

(1)

9.3.2.12 Plastic Frames

223

(1)

9.3.2.13 Video - Replace Laptop Components

223

(1)

9.3.2.14 Lab - Research Building a Specialized Laptop

223

(1)

9.4 Mobile Device Hardware Overview

223

(6)

9.4.1 Mobile Device Hardware

223

(4)

9.4.1.1 Mobile Device Parts

223

(1)

9.4.1.2 Non-Upgradeable Hardware

224

(1)

9.4.1.3 Touchscreens

224

(1)

9.4.1.4 Solid State Drives

225

(1)

9.4.1.5 Connection Types

226

(1)

9.4.1.6 Activity - Identify Connection Types

226

(1)

9.4.1.7 Accessories

226

(1)

9.4.2 Other Mobile Devices

227

(2)

9.4.2.1 Wearable Devices

227

(1)

9.4.2.2 Specialty Devices

228

(1)

9.5 Common Preventive Maintenance Techniques for Laptops and Mobile Devices

229

(2)

9.5.1 Scheduled Maintenance for Laptops and Mobile Devices

229

(2)

9.5.1.1 Scheduling Maintenance

229

(2)

9.6 Basic Troubleshooting Process for Laptops and Mobile Devices

231

(1)

9.6.1 Applying

231

(1)

9.6.1.1 Identify the Problem

231

(1)

9.6.1.2 Establish a Theory of Probable Cause

231

(1)

9.6.1.3 Test the Theory to Determine Cause

231

(1)

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

231

(1)

9.6.1.5 Verify Full System Functionality and Implement Preventive Measures

231

(1)

9.6.1.6 Document Findings, Actions, and Outcomes

231

(1)

9.6.2 Common Problems and Solutions for Laptops and Mobile Devices

232

(3)

9.6.2.1 Identify Common Problems and Solutions

232

(1)

9.6.2.2 Lab - Research Laptop Problems

232

(1)

9.6.2.3 Lab - Gather Information from the Customer

232

(1)

9.6.2.4 Lab - Investigating Support Websites

232

(1)

9.7
Chapter Summary

232

(2)

Chapter 9 Quiz

234

(1)

Chapter 9 Exam

234

(1)

Your
Chapter Notes

234

(1)

Chapter 10 Mobile, Linux, and OS X Operating Systems

235

(46)

10.0 Introduction

235

(1)

10.1 Mobile Operating Systems

235

(15)

10.1.1 Android vs. iOS

235

(3)

10.1.1.1 Open Source versus Closed Source

235

(1)

10.1.1.2 Mobile Application Development

236

(1)

10.1.1.3 Application and Content Sources

236

(2)

10.1.2 Android Touch Interface

238

(3)

10.1.2.1 Home Screen Items

238

(1)

10.1.2.2 Managing Apps, Widgets, and Folders

239

(2)

10.1.2.3 Lab - Working with Android

241

(1)

10.1.3 iOS Touch Interface

241

(3)

10.1.3.1 Home Screen Items

241

(1)

10.1.3.2 Managing Apps and Folders

242

(2)

10.1.3.3 Lab - Working with iOS

244

(1)

10.1.4 Windows Phone Touch Interface

244

(1)

10.1.4.1 Start Screen Items

244

(1)

10.1.4.2 Managing Apps and Folders

245

(1)

10.1.5 Common Mobile Device Features

245

(5)

10.1.5.1 Screen Orientation and Calibration

245

(1)

10.1.5.2 GPS

246

(1)

10.1.5.3 Lab - Mobile Device Features

247

(1)

10.1.5.4 Lab - Mobile Device Information

247

(1)

10.1.5.5 Convenience Features

247

(2)

10.1.5.6 Information Features

249

(1)

10.2 Methods for Securing Mobile Devices

250

(7)

10.2.1 Passcode Locks

250

(3)

10.2.1.1 Overview of Passcode Locks

250

(2)

10.2.1.2 Lab - Passcode Locks

252

(1)

10.2.1.3 Restrictions on Failed Login Attempts

252

(1)

10.2.2 Cloud-Enabled Services for Mobile Devices

253

(2)

10.2.2.1 Remote Backup

253

(1)

10.2.2.2 Locator Applications

254

(1)

10.2.2.3 Remote Lock and Remote Wipe

254

(1)

10.2.3 Software Security

255

(2)

10.2.3.1 Antivirus

255

(1)

10.2.3.2 Patching and Updating Operating Systems

256

(1)

10.3 Network Connectivity and Email

257

(11)

10.3.1 Wireless and Cellular Data Network

257

(3)

10.3.1.1 Wireless Data Network

257

(2)

10.3.1.2 Lab - Mobile Wi-Fi

259

(1)

10.3.1.3 Cellular Communications

259

(1)

10.3.2 Bluetooth

260

(2)

10.3.2.1 Bluetooth for Mobile Devices

260

(1)

10.3.2.2 Bluetooth Pairing

261

(1)

10.3.3 Configuring Email

262

(3)

10.3.3.1 Introduction to Email

262

(2)

10.3.3.2 Activity - Matching Email Protocols

264

(1)

10.3.3.3 Android Email Configuration

264

(1)

10.3.3.4 iOS Email Configuration

264

(1)

10.3.3.5 Internet Email

265

(1)

10.3.4 Mobile Device Synchronization

265

(3)

10.3.4.1 Types of Data to Synchronize

265

(2)

10.3.4.2 Synchronization Connection Types

267

(1)

10.4 Linux and OS X Operating Systems

268

(8)

10.4.1 Linux and OS X Tools and Features

268

(4)

10.4.1.1 Introduction to Linux and OS X Operating Systems

268

(1)

10.4.1.2 Overview of Linux and OS X GUI

268

(1)

10.4.1.3 Overview of Linux and OS X CLI

269

(1)

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

270

(1)

10.4.1.5 Overview of Backup and Recovery

270

(1)

10.4.1.6 Overview of Disk Utilities

271

(1)

10.4.1.7 Video - Multiboot

272

(1)

10.4.2 Linux and OS X Best Practices

272

(2)

10.4.2.1 Scheduled Tasks

272

(1)

10.4.2.2 Security

273

(1)

10.4.3 Basic CLI

274

(2)

10.4.3.1 File and Folder Commands

274

(1)

10.4.3.2 Administrative Commands

275

(1)

10.4.3.3 Lab - Working with the Linux Command Line

276

(1)

10.5 Basic Troubleshooting Process for Mobile, Linux, and OS X Operating Systems

276

(2)

10.5.1 Applying the Troubleshooting Process to Mobile, Linux, and OS X Operating Systems

276

(1)

10.5.1.1 Identify the Problem

276

(1)

10.5.1.2 Establish a Theory of Probably Cause

276

(1)

10.5.1.3 Test the Theory to Determine Cause

276

(1)

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

276

(1)

10.5.1.5 Verify Full System Functionality and Implement Preventive Measures

277

(1)

10.5.1.6 Document Findings, Actions, and Outcomes

277

(1)

10.5.2 Common Problems and Solutions for Mobile, Linux, and OS X Operating Systems

277

(4)

10.5.2.1 Identify Common Problems and Solutions

277

(1)

10.5.2.2 Lab - Troubleshooting Mobile Devices

278

(1)

10.6
Chapter Summary

278

(1)

Chapter 10 Quiz

279

(1)

Chapter 10 Exam

279

(1)

Your
Chapter Notes

279

(2)

Chapter 11 Printers

281

(22)

11.0 Introduction

281

(1)

11.1 Common Printer Features

281

(6)

11.1.1 Characteristics and Capabilities

281

(2)

11.1.1.1 Characteristics and Capabilities of Printers

281

(1)

11.1.1.2 Printer Connection Types

282

(1)

11.1.2 Printer Types

283

(4)

11.1.2.1 Inkjet Printers

283

(1)

11.1.2.2 Laser Printers

284

(1)

11.1.2.3 Laser Printing Process

285

(1)

11.1.2.4 Activity - Laser Printing Process

285

(1)

11.1.2.5 Thermal Printers

285

(1)

11.1.2.6 Impact Printers

286

(1)

11.1.2.7 Virtual Printers

287

(1)

11.2 Installing and Configuring Printers

287

(6)

11.2.1 Installing and Updating a Printer

287

(3)

11.2.1.1 Installing a Printer

287

(1)

11.2.1.2 Types of Print Drivers

288

(1)

11.2.1.3 Updating and Installing Printer Drivers

288

(1)

11.2.1.4 Printer Test Page

289

(1)

11.2.1.5 Test Printer Functions

290

(1)

11.2.1.6 Lab - Install a Printer

290

(1)

11.2.2 Configuring Options and Default Settings

290

(2)

11.2.2.1 Common Configuration Settings

290

(1)

11.2.2.2 Global and Individual document Options

291

(1)

11.2.3 Optimizing Printer Performance

292

(1)

11.2.3.1 Software Optimization

292

(1)

11.2.3.2 Hardware Optimization

292

(1)

11.3 Sharing Printers

293

(4)

11.3.1 Operating System Settings for Sharing Printers

293

(2)

11.3.1.1 Configuring Printer Sharing

293

(1)

11.3.1.2 Connecting to a Shared Printer

294

(1)

11.3.1.3 Wireless Printer Connections

295

(1)

11.3.2 Print Servers

295

(2)

11.3.2.1 Purposes of Print Servers

295

(1)

11.3.2.2 Software Print Servers

295

(1)

11.3.2.3 Hardware Print Servers

296

(1)

11.3.2.4 Dedicated Printer Servers

296

(1)

11.3.2.5 Lab - Share a Printer

296

(1)

11.4 Maintaining and Troubleshooting Printers

297

(3)

11.4.1 Printer Preventive Maintenance

297

(2)

11.4.1.1 Vendor Guidelines

297

(1)

11.4.1.2 Replacing Consumables

297

(1)

11.4.1.3 Cleaning Methods

298

(1)

11.4.1.4 Operational Environment

299

(1)

11.4.2 Troubleshooting Printer Issues

299

(1)

11.4.2.1 Identify the Problem

299

(1)

11.4.2.2 Establish a Theory of Probably Cause

299

(1)

11.4.2.3 Test the Theory to Determine Cause

299

(1)

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

300

(1)

11.4.2.5 Verify Full System Functionality and Implement Preventive Measures

300

(1)

11.4.2.6 Document Findings, Actions, and Outcomes

300

(1)

11.4.3 Common Problems and Solutions for Printers

300

(3)

11.4.3.1 Identify Common Problems and Solutions

300

(1)

11.5
Chapter Summary

300

(2)

Chapter 11 Quiz

302

(1)

Chapter 11 Exam

302

(1)

Your
Chapter Notes

302

(1)

Chapter 12 Security

303

(32)

12.0 Introduction

303

(1)

12.1 Security Threats

303

(4)

12.1.1 Types of Security Threats

303

(4)

12.1.1.1 Malware

303

(1)

12.1.1.2 Activity - Identify Malware Types

304

(1)

12.1.1.3 Phishing

304

(1)

12.1.1.4 Spam

304

(1)

12.1.1.5 TCP/IP Attacks

305

(1)

12.1.1.6 Activity - Identify the TCP/IP Attacks

306

(1)

12.1.1.7 Zero-Day Attacks

306

(1)

12.1.1.8 Social Engineering

306

(1)

12.2 Security Procedures

307

(19)

12.2.1 Windows Local Security Policy

307

(2)

12.2.1.1 What is a Security Policy?

307

(1)

12.2.1.2 Accessing Windows Local Security Policy

307

(1)

12.2.1.3 Usernames and Passwords

307

(1)

12.2.1.4 Security Settings for Account Policies

308

(1)

12.2.1.5 Local Password Management

308

(1)

12.2.1.6 Security Settings for Local Policies

309

(1)

12.2.1.7 Exporting the Local Security Policy

309

(1)

12.2.1.8 Lab - Configure Windows Local Security Policy

309

(1)

12.2.2 Securing Web Access

309

(3)

12.2.2.1 Web Security

309

(1)

12.2.2.2 ActiveX Filtering

309

(1)

12.2.2.3 Pop-up Blocker

310

(1)

12.2.2.4 SmartScreen Filter

310

(1)

12.2.2.5 InPrivate Browsing

311

(1)

12.2.3 Protecting Data

312

(5)

12.2.3.1 Software Firewalls

312

(1)

12.2.3.2 Biometrics and Smart Cards

312

(1)

12.2.3.3 Data Backups

313

(1)

12.2.3.4 File and Folder Permissions

314

(1)

12.2.3.5 File and Folder Encryption

314

(1)

12.2.3.6 Windows BitLocker

315

(1)

12.2.3.7 Data Wiping

316

(1)

12.2.3.8 Hard Drive Recycling and Destruction

317

(1)

12.2.3.9 Activity - Identify Data Protection Terminology

317

(1)

12.2.4 Protection Against Malicious Software

317

(2)

12.2.4.1 Malicious Software Protection Programs

317

(1)

12.2.4.2 Remediating Infected Systems

318

(1)

12.2.4.3 Signature File Updates

319

(1)

12.2.5 Security Techniques

319

(4)

12.2.5.1 Common Communication Encryption Types

319

(1)

12.2.5.2 Service Set Identifiers

320

(1)

12.2.5.3 Wireless Security Modes

321

(1)

12.2.5.4 Universal Plug and Play

321

(1)

12.2.5.5 Firmware Updates

321

(1)

12.2.5.6 Firewalls

321

(1)

12.2.5.7 Port Forwarding and Port Triggering

322

(1)

12.2.5.8 Packet Tracer - Configure Wireless Security

323

(1)

12.2.6 Protecting Physical Equipment

323

(3)

12.2.6.1 Physical Equipment Protection Methods

323

(2)

12.2.6.2 Security Hardware

325

(1)

12.2.6.3 Activity - Identify the Physical Security Device

326

(1)

12.3 Common Preventive Maintenance Techniques for Security

326

(5)

12.3.1 Security Maintenance

326

(5)

12.3.1.1 Operating System Service Packs and Security Patches

326

(1)

12.3.1.2 Data Backups

326

(1)

12.3.1.3 Lab - Configure Data Backup and Recovery in Windows

327

(1)

12.3.1.4 Windows Firewall

327

(1)

12.3.1.5 Lab - Configure the Firewall in Windows

328

(1)

12.3.1.6 Maintaining Accounts

328

(1)

12.3.1.7 Managing Users

329

(1)

12.3.1.8 Managing Groups

330

(1)

12.3.1.9 Lab - Configure Users and Groups in Windows

331

(1)

12.4 Basic Troubleshooting Process for Security

331

(2)

12.4.1 Applying the Troubleshooting Process to Security

331

(1)

12.4.1.1 Identify the Problem

331

(1)

12.4.1.2 Establish a Theory of Probable Cause

332

(1)

12.4.1.3 Test the Theory to Determine Cause

332

(1)

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

332

(1)

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

332

(1)

12.4.1.6 Document Findings, Actions and Outcomes

332

(1)

12.4.2 Common Problems and Solutions for Security

332

(3)

12.4.2.1 Identify Common Problems and Solutions

332

(1)

12.4.2.2 Lab - Document Customer Information in a Work Order

332

(1)

12.5 Summary

333

(1)

Chapter 12 Quiz

334

(1)

Chapter 12 Exam

334

(1)

Your
Chapter Notes

334

(1)

Chapter 13 The IT Professional

335

(16)

13.0 Introduction

335

(1)

13.1 Communication Skills and the IT Professional

335

(6)

13.1.1 Communication Skills, Troubleshooting and the IT Professional

335

(1)

13.1.1.1 Relationship Between Communication Skills and Troubleshooting

335

(1)

13.1.1.2 Relationship Between Communication Skills and Professional Behavior

336

(1)

13.1.1.3 Lab - Technician Resources

336

(1)

13.1.2 Working with a Customer

336

(3)

13.1.2.1 Using Communication Skills to Determine Customer Problems

336

(1)

13.1.2.2 Displaying Professional Behavior with Customers

337

(1)

13.1.2.3 Activity Professional Behaviors with Customers

338

(1)

13.1.2.4 Keeping the Customer Focused on the Problem

338

(1)

13.1.2.5 Using Proper Netiquette

339

(1)

13.1.3 Employee Best Practices

339

(2)

13.1.3.1 Time and Stress Management Techniques

339

(1)

13.1.3.2 Observing Service Level Agreements

340

(1)

13.1.3.3 Following Business Policies

340

(1)

13.2 Ethical and Legal Issues in the IT Industry

341

(6)

13.2.1 Ethical and Legal Considerations

341

(3)

13.2.1.1 Ethical Considerations in IT

341

(1)

13.2.1.2 Legal Considerations in IT

342

(1)

13.2.1.3 Licensing

343

(1)

13.2.2 Legal Procedures Overview

344

(3)

13.2.2.1 Computer Forensics

344

(1)

13.2.2.2 Cyber Law and First Response

345

(1)

13.2.2.3 Documentation and Chain of Custody

346

(1)

13.3 Call Center Technicians

347

(1)

13.3.1 Call Centers, Level One Technicians, and Level Two Technicians

347

(4)

13.3.1.1 Call Centers

347

(1)

13.3.1.2 Level One Technician Responsibilities

347

(1)

13.3.1.3 Level Two Technician Responsibilities

348

(1)

13.4
Chapter Summary

348

(2)

Chapter 13 Quiz

350

(1)

Chapter 13 Exam

350

(1)

Your
Chapter Notes

350

(1)

Chapter 14 Advanced Troubleshooting

351

(6)

14.0 Introduction

351

(1)

14.0.1.2 Six Steps for Troubleshooting Review

351

(1)

14.1 Computer Components and Peripherals

351

(1)

14.1.1 Apply Troubleshooting Process to Computer Components and Peripherals

351

(1)

14.1.1.1 Advanced Problems and Solutions for Components and Peripherals

351

(1)

14.1.1.2 Lab - Troubleshoot Hardware Problems

351

(1)

14.1.1.3 Lab - Remote Technician - Fix a Hardware Problem

352

(1)

14.2 Operating Systems

352

(1)

14.2.1 Apply Troubleshooting Process to Operating Systems

352

(1)

14.2.1.1 Advanced Problems and Solutions for Operating Systems

352

(1)

14.2.1.2 Lab - Troubleshoot Operating System Problems

352

(1)

14.2.1.3 Lab - Remote Technician - Fix an Operating System Problem

352

(1)

14.3 Networks

352

(1)

14.3.1 Apply Troubleshooting Process to Networks

352

(1)

14.3.1.1 Advanced Problems and Solutions for Networks

352

(1)

14.3.1.2 Lab - Troubleshoot Network Problems

353

(1)

14.3.1.3 Lab - Remote Technician - Fix a Network Problem

353

(1)

14.4 Security

353

(1)

14.4.1 Apply Troubleshooting Process to Security

353

(1)

14.4.1.1 Advanced Problems and Solutions for Security

353

(1)

14.4.1.2 Lab - Troubleshoot Security Problems

354

(1)

14.4.1.3 Lab - Remote Technician - Fix a Security Problem

354

(1)

14.5
Chapter Summary

354

(1)

Chapter 14 Quiz

355

(1)

Chapter 14 Exam

355

(1)

Your
Chapter Notes

355

(2)

Index

357

Cisco Networking Academy teaches hundreds of thousands of students annually the skills needed to build, design, and maintain networks, improving their career prospects while filling the global demand for networking professionals. With 10,000 academies in 165 countries, it helps individuals prepare for industry-recognized certifications and entry-level information and communication technology careers in virtually every industrydeveloping foundational technical skills while acquiring vital 21st-century career skills in problem solving, collaboration, and critical thinking. Cisco Networking Academy uses a public-private partnership model to create the "world's largest classroom."

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