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Chapter 1 Introduction to the Personal Computer
Introduction
1.1 Explain IT industry certifications
1.1.1 Identify education and certification
1.1.2 Describe the A+ certification
1.1.3 Describe the EUCIP certification
1.2 Describe a computer system
1.3 Identify the names, purposes, and characteristics of cases and power supplies
1.3.1 Describe cases
1.3.2 Describe power supplies
1.4 Identify the names, purposes, and characteristics of internal components
1.4.1 Identify the names, purposes, and characteristics of motherboards 8
1.4.2 Identify the names, purposes, and characteristics of CPUs 8
1.4.3 Identify the names, purposes, and characteristics of cooling systems
1.4.4 Identify the names, purposes, and characteristics of ROM and RAM
1.4.5 Identify the names, purposes, and characteristics of adapter cards
1.4.6 Identify the names, purposes, and characteristics of storage drives
1.4.7 Identify the names, purposes, and characteristics of internal cables
1.5 Identify the names, purposes, and characteristics of ports and cables
Serial Ports and Cables
Modem Ports and Cables
USB Ports and Cables
FireWire Ports and Cables
Parallel Ports and Cables
SCSI Ports and Cables
Network Ports and Cables
PS/2 Ports
Audio Ports
Video Ports and Connectors
1.6 Identify the names, purposes, and characteristics of input devices
1.7 Identify the names, purposes, and characteristics of output devices
Monitors and Projectors
All-in-One Printer
Speakers and Headphones
1.8 Explain system resources and their purposes
Interrupt Requests
Input/Output (I/O) Port Addresses
Direct Memory Access
Summary
Chapter 1 Quiz
Your Chapter Notes
Chapter 2 Safe Lab Procedures and Tool Use
Introduction
2.1 Explain the purpose of safe working conditions and procedures
2.1.1 Identify safety procedures and potential hazards for users and technicians
2.1.2 Identify safety procedures to protect equipment from damage and data from loss
2.1.3 Identify safety procedures to protect the environment from contamination
2.2 Identify tools and software used with personal computer components and their purposes
2.2.1 Identify hardware tools and their purpose
2.2.2 Identify software tools and their purpose
2.2.3 Identify organizational tools and their purpose
2.3 Implement proper tool use
2.3.1 Demonstrate proper use of an antistatic wrist strap
2.3.2 Demonstrate proper use of an antistatic mat
2.3.3 Demonstrate proper use of various hand tools
2.3.4 Demonstrate proper use of cleaning materials
Summary
Chapter 2 Quiz
Your Chapter Notes
Chapter 3 Computer Assembly - Step by Step
Introduction
3.1 Open the case
3.2 Install the power supply
3.3 Attach the components to the motherboard and install the motherboard
3.3.1 Install a CPU and a heat sink/fan assembly
3.3.2 Install the RAM
3.3.3 Install the motherboard
3.4 Install internal drives
3.5 Install drives in external bays
3.5.1 Install the optical drive
3.5.2 Install the floppy drive
3.6 Install adapter cards
3.6.1 Install the NIC
3.6.2 Install the wireless NIC
3.6.3 Install the video adapter card
3.7 Connect all internal cables
3.7.1 Connect the power cables
3.7.2 Connect the data cables
3.8 Re-attach the side panels and connect external cables to the computer
3.8.1 Re-attach the side panels to the case
3.8.2 Connect external cables to the computer
3.9 Boot the computer for the first time
3.9.1 Identify beep codes
3.9.2 Describe BIOS setup
Summary
Chapter 3 Quiz
Your Chapter Notes
Chapter 4 Basics of Preventive Maintenance and Troubleshooting
Introduction
4.1 Explain the purpose of preventive maintenance
Hardware
Software
Benefits
4.2 Identify the steps of the troubleshooting process
4.2.1 Explain the purpose of data protection
4.2.2 Identify the problem
4.2.3 Establish a theory of probable causes
4.2.4 Determine an exact cause
4.2.5 Implement the solution
4.2.6 Verify solution and full system functionality
4.2.7 Document findings
Summary
Chapter 4 Quiz
Your Chapter Notes
Chapter 5 Fundamental Operating Systems
Introduction
5.1 Explain the purpose of an operating system
5.1.1 Describe characteristics of modern operating systems
5.1.2 Explain operating system concepts
5.2 Describe and compare operating systems to include purpose, limitations, and compatibilities
5.2.1 Describe desktop operating systems
5.2.2 Describe network operating systems
5.3 Determine operating system based on customer needs
5.3.1 Identify applications and environments that are compatible with an operating system
5.3.2 Determine minimum hardware requirements and compatibility with the OS platform
5.4 Install an operating system
5.4.1 Identify hard drive setup procedures
5.4.2 Prepare hard drive
5.4.3 Install the operating system using default settings
5.4.4 Create accounts
5.4.5 Complete the installation
5.4.6 Describe custom installation options
5.4.7 Identify the boot sequence files and Registry files
5.4.8 Describe how to manipulate operating system files
5.4.9 Describe directory structures
5.5 Navigate a GUI (Windows)
5.5.1 Manipulate items on the desktop
5.5.2 Explore Control Panel applets
5.5.3 Explore administrative tools
5.5.4 Install, navigate, and uninstall an application
5.5.5 Describe upgrading an operating system
5.6 Identify and apply common preventive maintenance techniques for operating systems
5.6.1 Create a preventive maintenance plan
5.6.2 Schedule a task
5.6.3 Back up the hard drive
5.7 Troubleshoot operating systems
5.7.1 Review the troubleshooting process
5.7.2 Identify common problems and solutions
Summary
Chapter 5 Quiz
Your Chapter Notes
Chapter 6 Fundamental Laptops and Portable Devices
Introduction
6.1 Describe laptops and other portable devices
Laptops
PDAs and Smartphones
6.1.1 Identify some common uses of laptops
6.1.2 Identify some common uses of PDAs and smartphones
6.2 Identify and describe the components of a laptop
6.2.1 Describe the components found on the outside of the laptop
6.2.2 Describe the components found on the inside of the laptop
6.2.3 Describe the components found on the laptop docking station
6.3 Compare and contrast desktop and laptop components
6.3.1 Compare and contrast desktop and laptop motherboards
6.3.2 Compare and contrast desktop and laptop processors
6.3.3 Compare and contrast desktop and laptop power management
6.3.4 Compare and contrast desktop and laptop expansion capabilities
6.4 Explain how to configure laptops
6.4.1 Describe how to configure power settings
6.4.2 Describe the safe installation and removal of laptop components
6.4.3 Laptop communication hardware installation and configuration
6.5 Compare the different mobile phone standards
6.6 Identify common preventive maintenance techniques for laptops and portable devices
6.6.1 Identify appropriate cleaning procedures
6.6.2 Identify optimal operating environments
6.7 Describe how to troubleshoot laptops and portable devices
6.7.1 Review the troubleshooting process
6.7.2 Identify common problems and solutions
Summary
Chapter 6 Quiz
Your Chapter Notes
Chapter 7 Fundamental Printers and Scanners
Introduction
7.1 Describe the types of printers currently available
7.1.1 Describe characteristics and capabilities of printers
7.1.2 Describe printer to computer interfaces
7.1.3 Describe laser printers
7.1.4 Describe impact printers
7.1.5 Describe inkjet printers
7.1.6 Describe solid-ink printers
7.1.7 Describe other printer types
7.2 Describe the installation and configuration process for printers
7.2.1 Describe how to set up a printer
7.2.2 Explain how to power and connect the device using a local or network port
7.2.3 Describe how to install and update the device driver, firmware, and RAM
7.2.4 Identify configuration options and default settings
7.2.5 Describe how to optimize printer performance
7.2.6 Describe how to print a test page
7.2.7 Describe how to share a printer
7.3 Describe the types of scanners currently available
7.3.1 Describe scanner types, resolution, and interfaces
7.3.2 Describe all-in-one devices
7.3.3 Describe flatbed scanners
7.3.4 Describe handheld scanners
7.3.5 Describe drum scanners
7.4 Describe the installation and configuration process for scanners
7.4.1 Explain how to power and connect a scanner
7.4.2 Describe how to install and update the device driver
7.4.3 Identify configuration options and default settings
7.5 Identify and apply common preventive maintenance techniques for printers and scanners
7.5.1 Describe printer maintenance
7.5.2 Describe scanner maintenance
7.6 Troubleshoot printers and scanners
7.6.1 Review the troubleshooting process
7.6.2 Identify common problems and solutions
Summary
Chapter 7 Quiz
Your Chapter Notes
Chapter 8 Fundamental Networks
Introduction
8.1 Explain the principles of networking
8.1.1 Define computer networks
8.1.2 Explain the benefits of networking
8.2 Describe types of networks
8.2.1 Describe a LAN
8.2.2 Describe a WAN
8.2.3 Describe a WLAN
8.2.4 Explain peer-to-peer networks
8.2.5 Explain client/server networks
8.3 Describe basic networking concepts and technologies
8.3.1 Explain bandwidth and data transmission
8.3.2 Describe IP addressing
8.3.3 Define DHCP
8.3.4 Describe Internet protocols and applications
8.3.5 Define ICMP
8.4 Describe the physical components of a network
8.4.1 Identify names, purposes, and characteristics of network devices
8.4.2 Identify names, purposes, and characteristics of common network cables
8.5 Describe LAN topologies and architectures
8.5.1 Describe LAN topologies
8.5.2 Describe LAN architectures
8.6 Identify standards organizations
8.7 Identify Ethernet standards
8.7.1 Explain cabled Ethernet standards
8.7.2 Explain wireless Ethernet standards
8.8 Explain OSI and TCP/IP data models
8.8.1 Define the TCP/IP model
8.8.2 Define the OSI model
8.8.3 Compare OSI and TCP/IP
8.9 Describe how to configure a NIC and a modem
8.9.1 Install or update a NIC driver
8.9.2 Attach computer to existing network
8.9.3 Describe the installation of a modem
8.10 Identify names, purposes, and characteristics of other technologies used to establish connectivity
8.10.1 Describe telephone technologies
8.10.2 Define power line communication
8.10.3 Define broadband
8.10.4 Define VoIP
8.10.5 Define VPN
8.11 Identify and apply common preventive maintenance techniques used for networks
Counterfeiting and the IT Industry
8.12 Troubleshoot a network
8.12.1 Review the troubleshooting process
8.12.2 Identify common network problems and solutions
Summary
Chapter 8 Quiz
Your Chapter Notes
Chapter 9 Fundamental Security
Introduction
9.1 Explain why security is important
9.2 Describe security threats
9.2.1 Define viruses, worms, and Trojans
9.2.2 Explain web security
9.2.3 Define adware, spyware, and grayware
9.2.4 Explain Denial of Service
9.2.5 Describe spam and popup windows
9.2.6 Explain social engineering
9.2.7 Explain TCP/IP attacks
9.2.8 Explain data wiping, hard drive destruction and recyling
9.3 Identify security procedures
9.3.1 Explain what is required in a basic local security policy
9.3.2 Explain the tasks required to protect physical equipment
9.3.3 Describe ways to protect data
9.3.4 Describe wireless security techniques
9.4 Identify common preventive maintenance techniques for security
9.4.1 Explain how to update signature files for anti-virus and anti-spyware software
9.4.2 Explain how to install operating system service packs and security patches
9.5 Troubleshoot security
9.5.1 Review the troubleshooting process
9.5.2 Identify common problems and solutions
Summary
Chapter 9 Quiz
Your Chapter Notes
Chapter 10 Communication Skills
Introduction
10.1 Explain the relationship between communication and troubleshooting
10.2 Describe good communication skills and professional behavior
10.2.1 Determine the computer problem of the customer
10.2.2 Display professional behavior with the customer
10.2.3 Focus the customer on the problem during the call
10.2.4 Use proper netiquette
10.2.5 Implement time and stress management techniques
10.2.6 Observe Service Level Agreements
10.2.7 Follow business policies
10.3 Explain ethics and legal aspects of working with computer technology
Ethical Customs
Legal Rules
10.4 Describe call center environment and technician responsibilities
10.4.1 Describe the call center environment
10.4.2 Describe level-one technician responsibilities
10.4.3 Describe level-two technician responsibilities
Summary
Chapter 10 Quiz
Your Chapter Notes
Chapter 11 Advanced Personal Computers
Introduction
11.1 Give an overview of field, remote, and bench technician jobs
11.2 Explain safe lab procedures and tool use
11.2.1 Review safe working environments and procedures
11.2.2 Review names, purposes, characteristics, and safe and appropriate use of tools
11.2.3 Identify potential safety hazards and implement proper safety procedures for computer components
11.2.4 Describe environmental issues
11.3 Describe situations requiring replacement of computer components
11.3.1 Select a case and power supply
11.3.2 Select a motherboard
11.3.3 Select the CPU and heat sink/fan assembly
11.3.4 Select RAM
11.3.5 Select adapter cards
11.3.6 Select storage devices and hard drives
11.3.7 Select input and output devices
11.4 Upgrade and configure personal computer components and peripherals
11.4.1 Upgrade and configure a motherboard
11.4.2 Upgrade and configure a CPU and a heat sink/fan assembly
11.4.3 Upgrade and configure RAM
11.4.4 Upgrade and configure BIOS
11.4.5 Upgrade and configure storage devices and hard drives
11.4.6 Upgrade and configure input and output devices
11.5 Identify and apply common preventive maintenance techniques for personal computer components
11.5.1 Clean internal components
11.5.2 Clean the case
11.5.3 Inspect computer components
11.6 Troubleshoot computer components and peripherals
11.6.1 Review the troubleshooting process
11.6.2 Identify common problems and solutions
11.6.3 Apply troubleshooting skills
Summary
Chapter 11 Quiz
Your Chapter Notes
Chapter 12 Advanced Operating Systems
Introduction
12.1 Select the appropriate operating system based on customer needs
12.1.1 Describe operating systems
12.1.2 Describe network operating systems
12.1.3 Windows OS directory structures
12.2 Install, configure, and optimize an operating system
12.2.1 Compare and contrast a default installation and a custom installation
12.2.2 Install Windows XP using a custom installation
12.2.3 Create, view, and manage disks, directories, and files
12.2.4 Identify procedures and utilities used to optimize the performance of operating systems
12.2.5 Identify procedures and utilities used to optimize the performance of browsers
12.2.6 Describe installation, use, and configuration of e-mail software
12.2.7 Set screen resolution and update video driver
12.2.8 Describe installation of a second operating system
12.2.9 Windows CLI commands
12.3 Describe how to upgrade operating systems
12.4 Describe preventive maintenance procedures for operating systems
12.4.1 Schedule automatic tasks and updates
12.4.2 Set restore points
12.5 Troubleshoot operating systems
12.5.1 Review the troubleshooting process
12.5.2 Identify common problems and solutions
12.5.3 Apply troubleshooting skills
Summary
Chapter 12 Questions
Your Chapter Notes
Chapter 13 Advanced Laptops and Portable Devices
Introduction
13.1 Describe wireless communication methods for laptops and portable devices
13.1.1 Describe Bluetooth technology
13.1.2 Describe infrared technology
13.1.3 Describe cellular WAN technology
13.1.4 Describe Wi-Fi technology
13.1.5 Describe satellite technology
13.2 Describe repairs for laptops and portable devices
13.3 Select laptop components
13.3.1 Select batteries
13.3.2 Select a docking station or port replicator
13.3.3 Select storage devices
13.3.4 Select additional RAM
13.4 Describe preventive maintenance procedures for laptops
13.4.1 Describe how to schedule and perform maintenance for laptops
13.4.2 Explain how to manage data version control between desktops and laptops
13.5 Describe how to troubleshoot a laptop
13.5.1 Review the troubleshooting process
13.5.2 Identify common problems and solutions
13.5.3 Apply troubleshooting skills
Summary
Chapter 13 Quiz
Your Chapter Notes
Chapter 14 Advanced Printers and Scanners
Introduction
14.1 Describe potential safety hazards and safety procedures associated with printers and scanners
14.2 Install and configure a local printer and scanner
14.2.1 Connect the device to a local port
14.2.2 Install and configure the driver and software
14.2.3 Configure options and default setting
14.2.4 Verify functionality
14.3 Describe how to share a printer and a scanner on a network
14.3.1 Describe types of print servers
14.3.2 Describe how to install network printer software and drivers on a computer
14.4 Upgrade and configure printers and scanners
14.4.1 Describe printer upgrades
14.4.2 Describe scanner optimization
14.5 Describe printer and scanner preventive maintenance techniques
14.5.1 Determine scheduled maintenance according to vendor guidelines
14.5.2 Describe a suitable environment for printers and scanners
14.5.3 Describe cleaning methods
14.5.4 Describe checking capacity of ink cartridges and toners
14.6 Troubleshoot printers and scanners
14.6.1 Review the troubleshooting process
14.6.2 Identify common problems and solutions
14.6.3 Apply troubleshooting skills
Summary
Chapter 14 Quiz
Your Chapter Notes
Chapter 15 Advanced Networks
Introduction
15.1 Identify potential safety hazards and implement proper safety procedures related to networks
15.1.1 Explain fiber-optic safety
15.1.2 Explain cable, cable cutters, and cable cutting safety hazards
15.2 Design a network based on the customer’s needs
15.2.1 Determine a topology
15.2.2 Determine protocols and network applications
15.3 Determine the components for your customer’s network
15.3.1 Select cable types
15.3.2 Select an ISP connection type
15.3.3 Select network cards
15.3.4 Select the network device
15.4 Implement the customer’s network
15.4.1 Install and test the customer's network
15.4.2 Configure the customer’s Internet and network resources
15.5 Upgrade the customer’s network
15.5.1 Install and configure a wireless NIC
15.5.2 Install and configure a wireless router
15.5.3 Test a connection
15.6 Describe installation, configuration, and management of a simple mail server
SMTP
POP
IMAP
E-mail Server
E-mail Server Installation
15.7 Describe preventive maintenance procedures for networks
15.8 Troubleshoot the network
15.8.1 Review the troubleshooting process
15.8.2 Identify common problems and solutions
15.8.3 Apply troubleshooting skills
Summary
Chapter 15 Quiz
Your Chapter Notes
Chapter 16 Advanced Security
Introduction
16.1 Outline security requirements based on customer needs
16.1.1 Outline a local security policy
16.1.2 Explain when and how to use security hardware
16.1.3 Explain when and how to use security application software
16.2 Select security components based on customer needs
16.2.1 Describe and compare security techniques
16.2.2 Describe and compare access control devices
16.2.3 Describe and compare firewall types
16.3 Implement customer’s security policy
16.3.1 Configure security settings
16.3.2 Describe configuring firewall types
16.3.3 Describe protection against malicious software
16.4 Perform preventive maintenance on security
16.4.1 Describe the configuration of operating system updates
16.4.2 Maintain accounts
16.4.3 Explain data backup procedures, access to backups, and securing physical backup media
16.5 Troubleshoot security
16.5.1 Review the troubleshooting process
16.5.2 Identify common problems and solutions
16.5.3 Apply troubleshooting skills
Summary
Chapter 16 Quiz
Your Chapter Notes
Glossary
9781587132612 TOC 3/31/2010
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