Actual Questions (CCMH)

Question 1

What are the different types of RAM?

Answer 1

• SDRAM, DRAM, SRAM, ECC
• DDR, DDR2, DDR3, DDR4, DDR5
• DIMM, SODIMM, SIMM, MicroDIMM

Question 2

How do the different DDR types differ from each other?

Answer 2

Speed, energy usage, slot notches, compacity

Question 3

A computer has an APIPA address, how do you fix this?

Question 4

How do you install a new operating system?

Answer 4

Back up any data if necessary, use PXE or a thumb drive to install the OS, follow the prompts, sign in, ensure all devices are working and correct drivers are install, install needed printers, install application if necessary

Question 5

How do you back up a computer?

Answer 5

Identify the information needing backed up, connect an external drive or network driver, copy files over, complete task, replace the files where they were on the computer previously.

Question 6

What are the steps of installing a new graphics card?

Answer 6

Turn off and unplug the computer, open it up, install the card into the right slot, connect external power if necessary, plug in the right monitor, turn on, install drivers, ensure full functionality

Question 7

What is BIOS?

Answer 7

It is firmware the computer loads first before loading the operating system.

Question 8

What does BIOS do?

Answer 8

It loads the operating system, initializes hardware, POST test.

Question 9

What are drivers?

Answer 9

Drivers are programs that allow the operating system to communicate with other hardware devices.

Question 10

What do drivers do?

Answer 10

Drivers allows the operating system to communicate with hardware devices.

Question 11

How do you update drivers?

Answer 11

Obtaining the driver through the manufacturers website or Windows update, you would navigate to device manager, find the device, then following the updating driver wizard or running the EXE if its available.

Question 12

How do you handle a customer that is being aggressive?

Answer 12

Stay calm, pay attention to what they are telling me their issues are, be empathetic, reassure them, outline what I am going to do, implement my repairs and give them updates, ensure resolution and their statisfaction.

Question 13

A customer says a device is plugged in and not working. You arrive there and find that the device is unplugged. How do you handle this customer?

Answer 13

I would plug the device in and ensure it works. I would avoid blaming the customer and focus on the fact the issue is fixed. I would let them test the equipment and ensure their satisfaction before leaving.

Question 14

How do you connect to a shared printer?

Answer 14

Add the printer through its share name, install the driver, test it by printing a test page, ensure the customer can print what they are wanting; or use the printers EXE file if provided.

Question 15

A computer does not have connectivity to the internet, what are the steps you can use to fix this?

Answer 15

Check the cable and make sure its unplugged in, check for a static IP address, check for an IP address,

Question 16

What commands can you use in command prompt to troubleshoot errors?

Answer 16

ping, ipconfig (release and renew esp), traceroute, netstat, nslookup (if helpful)

Question 17

How do you handle a situation where a users computer is running very slowly?

Answer 17

I would use performance monitor or task manager to determine what hardware component is being overutilized or process is using too many resources, I would then determine if I need to provide hardware upgrades or if something malicious is occurring on that computer.

Question 18

How do you remove a virus from a computer?

Answer 18

Using task manager, I would attempt to identify what program is causing an issue, quickly research the program online or in local knowledge base, open the file location and kill the program, delete the files it downloaded, determine how the program got on the computer, potentially document or report the incident to leadership if necessary.

Question 19

What are some of the tools on the computer that you use to troubleshoot issues?

Answer 19

Command Prompt or PowerShell, Control Panel, Task Manager, Performance Monitor, Services, Disk manager, device manager