Exam A

Question 1

A technician has recently removed malware from a Windows computer, but the technician is concerned that some of the system files may have been modified. From the command line, analyze and repair any damaged operating system files.

Answer 1

C:\Windows\system32>sfc /scannow

Question 2

What is EULA?

Answer 2

Software can be used on one computer and one
copy can be stored for backup purposes

The EULA (End User Licensing Agreement) determines how the software can be used by the end user. The user will commonly be required to agree to the terms of the EULA before the software can be installed.

Question 3

What is the PII?

Answer 3

A database includes all client first names, last
names, and home addresses

PII (Personally Identifiable Information) is any data that could be associated
with an individual. For example, your name, address, phone number, and email
address are considered PII.

Question 4

What is GFS?

Answer 4

A backup series consists of monthly, weekly, and
daily backup data.

GFS (Grandfather, Father, Son) is a backup strategy using three different
backup intervals to maintain and manage large amounts of data. The
grandfather backup is generally done once a month, the father backups are
performed weekly, and the son backups are captured each day.

Question 5

What is AUP?

Answer 5

The proper use of computers, tablets, and other
devices is part of the employee handbook.

An AUP (Acceptable Use Policy) is a set of rules, regulations, or policies
used to document the proper use of technology devices and software. These
guidelines are often managed through the employee handbook.

Question 6

A user has opened a help desk ticket regarding the battery life on their mobile phone. The battery in the phone held a charge for most of the day prior to connecting to the corporate network. The battery now only lasts about half a day and the back of the phone is warmer than usual. The phone is configured as follows:

Storage: 216.2 GB of 512 GB used Display and Brightness: Automatic Wi-Fi: Enabled Auto-lock: Disabled VPN: Not connected Low Power Mode: Disabled Battery Maximum Capacity: 100% Which of the following changes would have the BEST impact on battery performance?

Which of the following changes would have the BEST impact on battery performance?

❍ A. Enable auto-lock

❍ B. Connect to the VPN

❍ C. Increase available storage space

❍ D. Disable Wi-F

Answer 6

A) Enable auto-lock
The backlight of a mobile phone requires constant battery use, and the
phone in an active state will use more battery than one that is locked or in
a standby state.

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Question 7

The motherboard of a server in the corporate data center has started smoking, and flames can be seen inside the computer case. Which of the following would be the BEST way to extinguish this fire?

❍ A. Water-based extinguisher
❍ B. Foam-based extinguisher
❍ C. Disconnect the power
❍ D. Carbon dioxide extinguisher

Answer 7

D. Carbon dioxide extinguisher
For an electrical fire, it’s best to use carbon dioxide, FM-200, or other dry chemicals to extinguish any flames.

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Question 8

When connecting a new USB webcam to Windows 10, a message
appears stating “The controller does not have enough resources for
this device.” Which of the following would be the BEST next
troubleshooting step?

❍ A. Close all large-memory processes
❍ B. Modify the BCD
❍ C. Move the webcam to a different USB interface
❍ D. Use System Restore to rollback to a previous configuration

Answer 8

C. Move the webcam to a different USB interface

The Answer: C. Move the webcam to a different USB interface
The resources associated with a USB (Universal Serial Bus) interface
can vary based on the interface type and USB controller version. If these
resources are exceeded on a USB controller, the system will display a
message explaining the lack of resources.

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Question 9

What is the maximum amount of RAM supported by a 32-bit version of an operating system?
❍ A. 4 GB
❍ B. 8 GB
❍ C. 16 GB
❍ D. 192 GB

Answer 9

The Answer: A. 4 GB
The limited address space of a 32-bit operating system can only support 4 GB of system memory.

Version Limit on X86 Limit on X64
Windows 10 Enterprise 4 GB 6 TB
Windows 10 Education 4 GB 2 TB
Windows 10 Pro Workstation 4 GB 6 TB
Windows 10 Pro 4 GB 2 TB

Question 10

help desk technician has been called to a training room that uses
Android tablets as presentation devices. An application used for
the training program will not start on any of the tablets. When the
application is selected, the splash screen appears for a moment and then completely disappears with no error message. Which of the following would be the best NEXT troubleshooting step?

❍ A. Install all operating system updates
❍ B. Uninstall the application
❍ C. Power cycle the tablets
❍ D. Roll back to the previous application version

Answer 10

The Answer: C. Power cycle the tablets
Before making any changes to the operating system or application
software, it would be useful to know if power cycling the tablets would have an effect. If the symptom was to disappear after the restart, then no immediate changes would be required.

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Question 11

A Linux administrator needs to modify the configuration text file fora service. Which of the following utilities would provide this functionality?

❍ A. nano
❍ B. chmod
❍ C. df
❍ D. sudo

Answer 11

The Answer: A. nano
The nano utility is a full-screen text editor that can be used from the
command line of a Linux device.

There may be times when you need to edit a file or change the configuration of a file inside of Linux, and one type of editor that you could use for this is the nano editor.

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Question 12

A server administrator is replacing the memory in a
database server. Which of the following steps should be
followed FIRST?

❍ A. Remove the existing memory modules
❍ B. Wear an air filter mask
❍ C. Disconnect all power sources
❍ D. Connect an ESD strap

Answer 12

The Answer: C. Disconnect all power sources
The first step when working inside of a computer or printer is to remove all power sources.

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Question 13

A system administrator needs to view a set of application
log files contained in a folder named “logs.” Which of the
following commands should be used to make this folder
the current directory?

❍ A. cd logs
❍ B. mv logs
❍ C. dir logs
❍ D. md logs

Answer 13

The Answer: A. cd logs
The “cd” command is short for change working directory, and it can be used in Windows or Linux to move around the file system.

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Question 14

A technician is installing a fresh Windows operating system on a file server. Unfortunately, the drive controller in the system is not recognized during the installation process. Which of the following would be the BEST way to manage this issue?

❍ A. Load third-party drivers
❍ B. Restart the system
❍ C. Use a remote network installation
❍ D. Boot from the recovery partition

Answer 14

The Answer: A. Load third-party drivers The Windows installation program includes drivers for most hardware devices, but occasionally additional device drivers will need to be added
during the installation process.

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Question 15

The hard drive in a macOS desktop has failed and none
of the data on the drive was recoverable. A new storage
drive has now been installed. Which of the following
should be used to restore the data on the computer?

❍ A. Backup and Restore
❍ B. Mission Control
❍ C. Time Machine
❍ D. Disk Utility

Answer 15

The Answer: C. Time Machine
The built-in backup and restore utility in macOS is appropriately called Time Machine.

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Question 16

In which of the following file types would a system administrator expect to see the command, “cd c:\source”?

❍ A. .sh
❍ B. .vbs
❍ C. .py
❍ D. .bat

Answer 16

The Answer: D. .bat
The .bat file extension refers to Windows batch files. The “cd” command can refer to many different operating systems, but the reference to the drive letter “c:” is common to the Windows operating system.

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Question 17

A system administrator would like to require a specific
password complexity for all Active Directory users.
Which of the following would be the BEST way to
complete this requirement?

❍ A. Login script
❍ B. Folder redirection
❍ C. Port security
❍ D. Group Policy

Answer 17

The Answer: D. Group Policy
Group Policy is the centralized management feature of Active Directory, and allows an administrator to define specific desktop and security policies, such as the minimum complexity of passwords.

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Question 18

Jack, a user, is having problems with the 802.11 wireless
connection on his iOS phone. Although there are names appearing in the network list, his phone does not show any connectivity to a wireless network. Jack has confirmed that airplane mode is not enabled, Bluetooth is on, and VPN is not enabled. Which of the following is the MOST likely reason for this lack of wireless connectivity?

❍ A. The phone does not include a data plan
❍ B. The wireless network is disabled
❍ C. The Bluetooth connection is conflicting
with the Wi-Fi
❍ D. The Wi-Fi password is incorrect
❍ E. The wireless radio is disabled

Answer 18

The Answer: D. The Wi-Fi password is incorrect
Since wireless network names are visible and Jack is not connected to one of the available networks, it’s most likely that the authentication process has failed.

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Question 19

While using a laptop during presentations, a company
vice president has found her system randomly locks up.
While the problem is occurring, the screen continues to
display the last presentation slide but none of the mouse
or keyboard buttons will work. To regain control, the vice
president must power down and reboot her computer.
Which of the following would be the BEST option for
troubleshooting this issue?

❍ A. Examine the Task Manager
❍ B. Install an anti-malware utility
❍ C. Run the presentation software in Safe Mode
❍ D. Check the Event Viewer

Answer 19

The Answer: D. Check the Event Viewer
Random lock-ups are always a mystery. The Windows Event viewer can provide important information about events that may have occurred just prior to the issue and afterward.

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Question 20

Sam, a user in the accounting department, has opened a
help desk ticket due to problems accessing the website
of the company’s payroll service provider. While testing other website connections on Sam’s computer, the technician finds that many pop-up windows are displayed. Which of the following would be the BEST way for the technician to resolve this issue?

❍ A. Uninstall the browser and reinstall with a
different version
❍ B. Restore the workstation from a known
good backup
❍ C. Start in Safe Mode and connect to the
payroll website
❍ D. Modify the browser’s proxy settings

Answer 20

The Answer: B. Restore the workstation from a known good backup
The help desk technician found the pop-up windows appeared to indicate a malware infection. Given the available answers, the only one that would provide a resolution is to restore the system from a known good backup.

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Question 21

A business partner in a different country needs to
access an internal company server during the very early
morning hours. The internal firewall will limit the
partner’s access to this single server. Which of these
would be the MOST important security task to perform
on this server?

❍ A. Install the latest OS patches
❍ B. Remove the server from the Active Directory
domain
❍ C. Use only 64-bit applications
❍ D. Run a weekly anti-virus scan

Answer 21

The Answer: A. Install the latest OS patches
This system will be used during non-working hours from a location that is not part of your organization, so keeping the operating system secure will be important. Maintaining an aggressive patching schedule will ensure that any known vulnerabilities are always removed before they could
possibly be exploited.

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Question 22

A security administrator has received an alert that a user’s
workstation in the shipping department has attempted
to communicate to a command and control server for a
well-known botnet. The logs on the workstation show
that the user manually installed a new Internet browser
the previous day. Which of the following would be the
BEST next step for troubleshooting this issue?

❍ A. Uninstall the new browser
❍ B. Backup the user’s documents
❍ C. Roll back to a previous restore point
❍ D. Disable the user’s account

Answer 22

The Answer: D. Disable the user’s account
The first step after identifying a malware infection is to quarantine the system. This would include removing the system from the network and preventing the user’s account from accessing other network resources.

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