Documentation and Professionalism Flashcards
You just finished repairing a network connection, and in the process you traced several network connections. Which type of documentation should you create so that another technician does not need to repeat the task of tracing connections?
Logical diagram
Knowledge base article
Physical diagram
Physical diagram
A physical network diagram details all connections so that the next technician does not need to trace connections. A logical network diagram shows the flow of information. A knowledge base article documents a symptom and solution for a problem, but not the connections. A change management document is used to evaluate a potential change to a network
You are executing the primary plan in the change management documentation and realize that you cannot proceed. Which section details the original configuration?
Risk analysis
Rollback
Plan for change
Rollback
The rollback section contains the original configuration that can be used to revert the changes. The purpose section contains the reason for the proposed change. The risk analysis section explains the risks involved with the proposed changes. The plan for change section contains the primary change configuration and the alternate change configuration
Which section of the change management documentation contains whom the change will affect?
Business process
Scope of change
End-user acceptance
Scope of change
The scope of change section details whom the change will affect. The business processes section details the current business processes the change will affect. The end-user acceptance section details how the changes were tested and accepted by the users. The plan for change comprises the primary and alternate plans for the proposed change
You just had an outrage of Internet connectivity. Which documentation should you complete so that stakeholders understand the reason for the outrage?
Knowledge base article
Acceptance use policy
Incident documentation
Incident documentation
Incident documentation should be completed so that key stakeholders can understand the reason for the outage. Change management documentation is used for proposed changes to the network. Knowledge base articles are used to document symptoms and solutions. An acceptable use policy (AUP) is used to protect an organization’s resources from user abuse
Which regulation is enforced by the Securities and Exchange (SEC) to regulate financial records and sensitive financial information?
SOX
FERPA
GLBA
SOX
The Sarbanes-Oxley Act (SOX) is enforced by the Securities and Exchange Commission (SEC) and regulates sensitive financial information and financial records. The Family Educational Rights and Privacy Act (FERPA) affects education providers and organizations that process student records. The Health Insurance Portability and Accountability Act (HIPAA) affects health-care providers and providers that process health records. The Gramm-Leach-Bliley Act (GLBA) affects providers of financial services and safeguards customer information
You are currently troubleshooting a network issue. Which type of diagram allows you to view the flow of information from a high-level overview?
Logical diagram
Physical diagram
Symbol diagram
Logical diagram
A logical diagram is a high-level overview of a system so that you can see the flow of information. A physical diagram shows specifics, and although it can be used to trace the flow of information, it is not used as a high-level overview. A symbol diagram is not a type of diagram. A knowledge base article details a solution for symptoms and is not used to view the flow of information
End users are abusing the email system by selling personal items. Which policy would detail the proper use of the email system for business purposes?
MDM
Password policy
AUP
AUP
The acceptable use policy (AUP) details the acceptable use of the email system for business purposes. Mobile device management (MDM) is software that allows you to manage mobile devices in the workplace. A password policy details the appropriate handling and management of passwords. Incident management is how a network or security incident is handled
Which backup media is the fastest from which to recover?
Disk-to-tape
Disk-to-disk
Disk-to-flash
Disk-to-disk
Disk-to-disk is the fastest recovery method and backup method as well, because you are backing up from a disk to another disk attached via the network. Disk-to-tape is slower because you must re-tension the tape and then locate the data on the tape to recover it. Disk-to-flash is not a backup method, because of the price of flash. Disk-to-cloud is the slowest recovery method because you must recover from the cloud over a network connection
You need to upgrade a server and want to make a backup of the data before you begin. Which backup method should you choose so that your normal backups are not affected?
Full
Copy
Incremental
Copy
You should use the copy backup method, since it will perform a full backup of the files without resetting the archive bits. A full backup makes a full backup and resets all the archive bits affecting the normal backups. An incremental backup copies only the files that have changed since the last backup and leaves the archive bits unchanged. A differential backup backs up only the files that have changed since the last backup and then resets all the archive bits
Which type of power protection is used between the electricity coming into the premises and the power meter, to protect from surges in electric?
Surge protector strip
Uninterruptable power supply
Service entrance surge protection
Service entrance surge protection
A service entrance surge protection is used between the power meter and the main breakers, to protect from electrical surges. A surge protector strip is found under desks to protect from electrical surges. An uninterruptable power supply (UPS) is used as a backup power source until power is restored or conditioned properly. A generator is used during power outages to sustain power
You promised a customer that you would be out to service their problem before the end of the day but have been tied up at another site. As it now becomes apparent that you will not be able to make it, what should you do?
Arrive first thing in the morning
Call the customer and inform them of the situation
Email the customer to let them know that you will be late
Call the customer and inform them of the situation
Calling the customer and informing them of the situation is the best action that can be performed, since you are having direct communications. Arriving first thing in the morning should be done, but communications is the first action. Waiting until after hours and then leaving a message is not an appropriate action. Sending an email letting the customer know that you will be late is lying, since you will not make it to their site
A user reports that a workstation has two significant problems that do not seem related. How should you approach these problems?
Assume that a virus is involved
Deal with each issue separately
Order a new machine
Deal with each issue separately
If the problems do not appear to be related, then deal with them separately. Looking for commonalities between the problems would just waste valuable time. No assumptions should be made, such as that a virus is causing the problem, unless there is proof. Ordering a new machine is disruptive to the customer, unless the problem dictates that this action be performed
A customer is trying to explain a problem with their system. Unfortunately, the customer has such a thick accent that you are unable to understand their problem. What should you do?
Just start working on the system and look for obvious errors
Ask that another technician be sent in your place
Apologize and find another user or manager who can help you translate
Apologize and find another user or manager who can help you translate
If you do not understand the customer, you should apologize, treat the customer with respect, and seek a manager to help translate. Ignoring the customer and starting to work on the system is not an appropriate response. Calling your supervisor will not solve the problem, since your supervisor will have the same issue. Asking that another technician be sent in your place is being insensitive to the customer and “passing the buck.”
You have been trying to troubleshoot a user’s system all day when it suddenly becomes clear that the data is irretrievably lost. When you inform the customer, he becomes so angry that he shoves you against the wall. What should you do?
Shove the user back, only a little harder than they shoved you
Try to calm the user down
Yell for everyone in the area to come quickly
Try to calm the user down
You should avoid confrontations with the user by attempting to calm down the user. You should never shove the user back. Yelling for everyone in the area to come quickly will escalate the situation, which is the opposite of what you want to do
A customer tells you that a technician from your company spent three hours on the phone making personal calls. What should you do with this information?
Inform your manager
Talk to the technician personally
Ask the customer to prove it
Inform your manager
You should take appropriate action and inform your manager, as well as notify the customer that you’ve done so. Doing nothing is not an appropriate response to this situation. Talking to the technician personally will create a confrontation and should be avoided. Asking the customer to prove it is an inappropriate action to this problem
