Learning unit 9 Flashcards
Define an operating system
software that controls a computer
All OSs share the following main functions
-Provide a user interface
-Manage files
-Manage hardware
-Manage applications
What are the GUIs that windows 10 offers?
the desktop and Tablet mode via a feature called Continuum
To launch a program from the desktop, use one of these methods
-Windows 10 search box with Cortana
-Quick Launch menu
-Pin to taskbar
Define a control panel
is a window containing applets used to manage hardware, software, users, and the system
Uses of the systems information window
used to view detailed information about the system
What information can be viewed using the systems window
-BIOS/UEFI version installed
-How much RAM is installed
-OS installation directory
-Hard drive size
-Names of currently running drivers
Define device drivers
small programs stored on hard drive that tell the computer how to communicate with a specific hardware device
What happen in a Peer-to-peer (P2P) network:
A network that doesn’t have centralized control
What happens in a Windows workgroup
Each computer maintains a list of users and their rights on that particular computer
What happens in a homegroup
-Each computer shares files, folders, libraries, and printers with other computer in the homegroup
-Provides less security than a workgroup
What does a domain do?
A Windows domain is implemented on a larger, private network:
-It forms a logical group of networked computers that share a centralized directory database of user account information and security
Define a domain
A type of client/server network where resources are managed by centralized computers
The directory database is controlled by a network operating system (NOS)
Three types of windows 10/8 accounts
a local account, a Microsoft account, and a network ID
Options for managing a domain
-Active Directory: Windows Server controls a network using this directory database
-Azure Active Directory: manages users in the cloud and creates a virtual network of users connected through the Internet
Three ways to authenticate a user
-Domain join
-Azure AD join
-Bring your own device (BYOD) experience
Traits of a competent and helpful technician
-Be dependable and reliable
-Keep a positive and helpful attitude
-Listening without interrupting your customer
-Use proper and polite language
-Show sensitivity to cultural differences
What does call tracking software do?
tracks support calls and gives technicians a place to keep their call notes
Define a ticket
a record of the request and what is happening to resolve it
During initial contact with a customer, technicians should be prepared to
-Know:
The problem to be addressed
The urgency of the situation
What computer, software, and hardware need servicing
-Arrive with a complete set of equipment needed
-Greet customer in a friendly manner
-Listen and ask questions
Ways to deal with an overly confident client
-Compliment the customer’s knowledge
-Slow the conversation down
-Don’t back off from using problem solving skills
What to do when a customer complains
-Be an active listener, and let customers know they are not being ignored
-Give the customer a little time to vent, and apologize when you can
-Don’t be defensive
Dealing/Work with Co-workers
-Learn to be a professional when working with coworkers
-Put business matters above personal matters
-Keep negative opinions to yourself
-Know your limitations and be willing to admit when you can’t do something
Consider the following features that the user or organization might require (not available in the Home edition):
-Domain access
-BitLocker
-Encryption File System (EFS)
