Chapter 9 Operational Procedures MC Flashcards
Jennifer has asked for a document showing the LANs and IP addresses in the
building. What kind of document did she request?
IP address directory
Logical topology
Netspace directory
Physical topology
Logical topology
Enrique has been asked to attend a meeting to report on how proposed network changes will affect his workgroup. Which term best describes the meeting he will attend?
Scope impact meeting
CIO roundtable
Change management meeting
Disaster prevention meeting
Change management meeting
A power outage in Centerville took down the network operations center, but
all equipment was safe as it could run while it powered down. What device was
installed to make this possible?
Circuit breaker
Cloud backup
Surge suppressor
UPS
UPS
According to building codes, what does every grounded outlet used for computers connect to?
The neutral circuit in the wiring closet
A copper pipe buried underground
The hot wire circuit cutoff
A UPS in the server room
A copper pipe buried underground
Gina was upgrading graphics cards on 10 PCs in a design office. After she
removed the old cards, she had to use scissors before installing the new ones.
Why would she need scissors in her tech bag?
To trim the plastic tabs off the power connectors
To cut “installed on” tags noting the date to mail back to the manufacturer
To cut the tape on the bubble wrap around the new cards
To open antistatic bags
To open antistatic bags
What is the purpose of an ESD strap?
To equalize potential
To seal antistatic bags
To ground PC power supplies while unplugged
To eliminate electromagnetic interference on the fiber lines
To equalize potential
When a workstation installation creates a tripping hazard, which best practice
is not being practiced?
Cable management
Disaster prevention
Acceptable use policy
Self-grounding
Cable management
Eric comes across a box containing a chemical in use in the building that has spilled
in the main aisle of the warehouse. What should he do before sweeping it up?
Call 911
Rope off the area and evacuate the building
Consult the chemical hot sheet
Consult the SDS
Consult the SDS
Jacob is upset because he can only use a particular app on three of his four
computers. His fourth computer is capable of running it, but he doesn’t want to pay more. Which of the following are keeping him from just adding the app to his machine without paying more? (Choose two.)
DRM
GDPR
EULA
PHI
DRM
EULA
Which is not a type of regulated data?
PCI
GDPR
DRM
PII
DRM
What is the name for a set of procedures that an investigator follows when
examining a technology incident?
Incident response
AUP
DRM
EULA
Incident response
Which of the following are examples of appropriately dealing with a customer’s confidential and private materials? (Choose two.)
Mary asks a client to move her handbag away from the work area.
Bob turns off his cell phone when talking to customers.
Alexandria is assisting in a doctor’s office and asks for insurance files to
be removed from the workstation.
Ali refuses an offer to eat lunch in the discounted employee cafeteria
Mary asks a client to move her handbag away from the work area.
Alexandria is assisting in a doctor’s office and asks for insurance files to
be removed from the workstation.
Which programming language is the file extension .sh associated with?
Python
PowerShell
123 and 48
Linux
Linux
Which of the following is an example of a string?
189.3
27
“5 things I like to eat.”
4*5%
“5 things I like to eat.”
Which of these is a proprietary desktop sharing application?
DRM
RDP
EULA
SDS
RDP
Which of the following statements best defines ESD?
Electronic shutdown device
Electrostatic discharge
Environmentally sustainable development
Energy sensitive differential
Electrostatic discharge
Which of the following can be used as protection against ESD? (Choose all
that apply.)
An antistatic bag
A 3-wire to 2-wire adapter
An ESD mat
An ESD strap
An antistatic bag
An ESD mat
An ESD strap
Which of the following increases the likelihood of ESD?
Carpet on the floor
Increasing the humidity of the room
Increasing the room temperature
Rubber-soled shoes
Carpet on the floor
Which of the following best describes how to dispose of used batteries?
Open the batteries and very carefully remove their lead cores before
recycling.
Recycle batteries in the recycling bin.
Recycle NiMH and Li-Ion in the recycling bin; NiCad batteries can be
disposed of in the trash.
Return the batteries to an electronics store for recycling
Return the batteries to an electronics store for recycling
Which of the following is a hazard posed by a CRT monitor?
A CRT display presents an electrical shock hazard.
A CRT display presents a fire hazard due to overheating.
A CRT display presents a radiation hazard through the CRT display screen.
A CRT display presents a toxic chemical hazard.
A CRT display presents an electrical shock hazard.
Which class of fire extinguisher should be used on an electrical fire?
Class A
Class B
Class C
Class D
Class C
When selecting an air filter mask, which category provides the highest level of
protection?
A
N
P
R
P
Which of the following statements best describes an MSDS?
An MSDS provides simultaneous accessibility to multiple data sources.
An MSDS provides safety information concerning storage, spills, and
accidental exposure to dangerous chemicals.
An MSDS helps protect computer components from damage due to ESD.
An MSDS is a legal document used to establish chain of custody in legal
cases
An MSDS provides safety information concerning storage, spills, and
accidental exposure to dangerous chemicals.
Which of the following is the term for a short increase in AC voltage?
Blackout
Brownout
Whiteout
Power surge
Power surge
Which of the following best describes the function of a UPS in a technology
environment?
A UPS is a battery backup.
A UPS is a rating for system performance.
A UPS is a security program.
A UPS is a package delivery company.
A UPS is a battery backup.
Which of the following best describes chain of custody?
Chain of custody is documentation of the ownership of a computer or of computer components.
Chain of custody is documentation of who was in possession of evidence
relative to an investigation.
Chain of custody is documentation of how a computer was repaired, such as what was done and who did it.
Chain of custody is documentation of possession of a computer, not
related to ownership.
Chain of custody is documentation of who was in possession of evidence
relative to an investigation.
Which of the following best describes open source software? (Choose all that
apply.)
Open source software can be used for free.
Open source software can be used for commercial purposes.
Open source software can be sold.
Open source software can be modified.
Open source software can be used for free.
Open source software can be used for commercial purposes.
Open source software can be sold.
Open source software can be modified.
As a computer technician, what can you do to help your clients protect their
personal information? (Choose all that apply.)
You can advise them to store their sensitive information using cloud storage instead of local storage.
You can advise them to use BitLocker encryption.
You can advise them to store sensitive information on a PC’s hard drive
rather than with the backup files.
You can advise them to use firewalls to prevent hacker intrusions.
You can advise them to store their sensitive information using cloud storage instead of local storage.
You can advise them to use BitLocker encryption.
You can advise them to use firewalls to prevent hacker intrusions.
Which of the following statements describes the best way to explain a problem
to a customer?
Use as much technical vocabulary as possible because this makes you
sound knowledgeable and will impress the customer.
Explain as little as possible because the customer probably would not
understand the explanation, and it would only confuse him.
Explain the problem in non-technical terms and offer to show the customer what the problem was and how you fixed it.
Ask the customer not to be concerned about the details and assure him
that you will take care of the problem.
Explain the problem in non-technical terms and offer to show the customer what the problem was and how you fixed it.
Ellen is working on a workstation in the Accounting department. In an open
browser tab she notices a meme with racist comments and graphic pictures.
What is the next step Ellen should take?
Finish fixing the problem and warn the user that this content is against
the AUP
Call corporate security
Contact her supervisor
Contact the user’s supervisor
Contact the user’s supervisor
Fatima was helping Mark, a new employee having trouble accessing the network folders he needed for his new assignments. When she asked him to
describe the problems, she took notes, did not interrupt, and restated his problem in her own words to make sure she understood. Which customer service
skill was Fatima demonstrating?
Presumptive listening
Cultural sensitivity
Active listening
Dealing with a difficult customer
Active listening
Martin, a tech support worker on a macOS helpdesk, took a support call
from Sarah, and he soon determined that Sarah’s laptop needed a few settings changed. He had Sarah allow him secure access to her desktop, and he was able to control her mouse and make the necessary changes. Which protocol is it likely that Martin and Sarah’s computers were using during that help session?
Telnet
RTP
RDP
FTP
RDP
Jess and Hiroko have to update several computers, and their lab manager has
written a basic script to speed up the process. They are given a flash drive with four files on it, but the one they want is written in a shell for Linux machines.
Which file extension is likely the one they want to use?
update. js
update. sh
update. py
update. bat
update.sh
When Josh is unable to answer a question about a new type of software coming on the market and how his customer might implement it, what action
should he take?
Give the best answer possible with the knowledge he has
Look for a whitepaper online
Send the client to the software developer’s web page
Refer the question to his boss
Look for a whitepaper online
When Carla, who works in payroll, got to work one day and realized she no
longer had access to employee wellness bonus pay information that was key to her job. Later she found out that the health care provider implemented a new reporting system that separated accounting reports from private wellness records. What is this most likely an example of?
Not getting stakeholder feedback
Poor password management
Domain failure
The knowledge base not being updated
Not getting stakeholder feedback
