4) Communication, Scripting, & Remote Access

Question 1

Professionalism: Language/Attitude/Listing/Timely/Distractions

Answer 1

Use proper language & avoid jargon, acronyms, & slang

Maintain a positive attitude/project confidence

Actively listen (take notes) & avoid interrupting customer

Be on time, if late, contact customer

Avoid distractions

Question 2

Professionalism: Cultural Sensitivity

Answer 2

Use appropriate professional titles when applicable.

Question 3

Professionalism: Difficult Customers/Situations

Answer 3

Do not argue with customers and/or be defensive.
Avoid dismissing customer problems.
Avoid being judgmental.
Clarify customer statements (open-ended questions)
Don’t disclose experiences via social media

Question 4

Professionalism: Meeting Expectations/Timeline

Answer 4

Offer different repair/replacement options if possible

Provide proper documentation of services

Follow up with customer to verify satisfaction

Question 5

Scripting Files: bat, ps1, vbs, sh, py, js

Answer 5

.bat = Batch file (scripts for Windows command line)

.ps1 = Power Shell Script (for sysadmins)
Uses cmdlets (command-lets)

.vbs = Visual Basic Script
General purpose scripting in Windows
Back-end web server scripting
Scripting inside Microsoft Office apps

.sh = Unix/Linux shell script
#! = shebang / hash-bang
Signifies the beginning of script

.py = Python script
General-purpose scripting language
Broad appeal & support

.js = Javascript
Scripting inside a web browser
Interactivity to HTML/CSS

Question 6

Scripting: Environment Variables

Answer 6

Describes the OS environment
Scripts use these to make decisions

Location of the Windows installation
The search path
Name of the computer
Drive letter, path of directory

Question 7

Scripting: Comment Syntax

Answer 7

Annotating code

Powershell/Python/Unix = #
Javscript = // (single line) | /* (multi-line)
Batch files = REM (older) | : : (newer)
Visual Basic = ‘ (single quote)

Question 8

Scripting: Basic Script Constructs

Answer 8

Basic loops
Perform a process over & over
Loop a certain number of times
Loop until something happens
For, While

Variables
Associate a name with an area of memory
x = 1 | y = x + 7 | Therefore, y = 8
Greeting = “Hello & Welcome”

Question 9

Scripting: Basic Data Types

Answer 9

Integers
Whole numbers (no fractions)
x = 42

Strings
Storing text information
name = “Kevin”

Floating Point
Numbers with decimal points
pi = 3.14

Boolean
Evaluates to either true or false