Operational Procedures (2)

Question 1

You are transporting several sticks of RAM and a few video cards from one of your offices to another. Which safety device should you use to help avoid electrically damaging the components?

Static shielding bags

ESD strap

Rubber gloves

Answer 1

Static shielding bags

Static shielding bags are important to have at your disposal when servicing electronic components because they protect the sensitive electronic devices from stray static charges. This is in contrast to the familiar pink, antistatic bags, which only prohibit static buildup found in other plastic bags but do not shield from ESD. By design, the static charges collect on the outside of these silver or pink bags rather than on the electronic components. Unlike antistatic mats, antistatic bags do not “drain” the charges away, and they should never be used in place of an antistatic mat. But while mats are designed to be stationary on a bench, bags are built for portability

Question 2

In the scripting language Python, what is the str() function?

Strong print

String

Security trace

Answer 2

String

The str() function in Python is to return a string, a variable that can contain digits or characters.

Question 3

Your company has a policy prohibiting illegal content on work computers. You have identified illegal content on a user’s computer, and the workstation has been removed from the user’s desk. What is the right next step in the incident response process?

Document the situation.

Notify the proper authorities.

Follow the chain of custody.

Answer 3

Document the situation.

After the device or data has been properly secured and preserved, document everything that could be relevant to the situation. Many companies have standard documentation that is used in incident response in order to be sure that the responder captures important information and does not forget to ask critical questions or look for vital clues

Question 4

You are working on-site and trying to fix a client’s workstation. His computer has a defective video card, and it will take about three days to get a new one in. Which of the following is the best course of action for you to take?

Tell him it will take three days for the video card to arrive and you will return then to replace it.

Tell him that the video card is dead and it will take a week for the new one to arrive. Then when you replace it in three days, you will have overdelivered versus exceeded his expectations.

Tell him it will take three days for the video card to arrive. Offer him a loaner computer that he can use in the meantime.

Answer 4

Tell him it will take three days for the video card to arrive. Offer him a loaner computer that he can use in the meantime.

Set and meet—or exceed—expectations and communicate timelines and status. Customers want to know what is going on. In addition, offering different repair or replacement options will usually make the customer feel better because you are giving them an option in choosing a solution

Question 5

You are troubleshooting a difficult problem that you have never seen before. Even after an hour, you’re still not sure what is causing the problem. The customer asks what’s wrong. What should you tell her?

You have no idea, and it’s a hard one. This is going to take a while.

You’re not sure yet, but you’re confident that you’ll get it figured out soon.

It’s bad. It’s really bad. You’re not sure if you will ever get it fixed or not.

Answer 5

You’re not sure yet, but you’re confident that you’ll get it figured out soon.

When dealing with customers, it’s important to maintain a positive attitude and project confidence. They are counting on you to resolve the problem

Question 6

You are advising a startup that handles payment transactions to employ additional security controls on credit card information. What type of compliance affects how these security controls are implemented?

PHI

PCI

GDPR

Answer 6

PCI

The Payment Card Industry Data Security Standard (PCI DSS) applies to any organization that handles credit card data or processes or stores payment transactions from bank cards

Question 7

You are working on an LCD monitor that has a flickering display. Which component inside the monitor poses the biggest risk for delivering an electrical shock?

Backlight

Capacitors

Inverter

Answer 7

Inverter

LCD monitors do not use capacitors like CRT monitors did. Instead, they require an inverter, which provides the high-voltage, high-frequency energy needed to power the backlight. The inverter is a small circuit board installed behind the LCD panel that takes DC power and converts (inverts) it for the backlight. Inverters store energy even when their power source is cut off, so they have the potential to discharge that energy if you mess with them

Question 8

Your office uses five HP laser jet printers. An administrator has placed used toner cartridges in boxes and stacked them in the storage room. Which of the following statements is true regarding toner cartridge disposal?

Toner is not harmful and the cartridges are made of biodegradable plastic, so they can be thrown away.

Toner is a carcinogen, so cartridges should be taken to an authorized recycling center.

Toner will make a mess if it gets out of the cartridge, so to avoid making a mess, cartridges should be burned.

Answer 8

Toner is a carcinogen, so cartridges should be taken to an authorized recycling center.

The toner itself is a carcinogen, and the cartridges can contain heavy metals that are bad for the environment. PC recycling centers will take old toner cartridges and properly dispose of them. Most toner cartridge manufacturers will also take them back for recycling

Question 9

A desktop computer you are working on has a failed power supply. Another technician suggests that it could just be a failed capacitor inside the power supply and you could fix it. What should you do?

Open the power supply, and test the capacitors with a voltmeter.

Open the power supply, and test the capacitors with an electrical probe.

Do not open the power supply; dispose of it properly.

Answer 9

Do not open the power supply; dispose of it properly.

A desktop computer you are working on has a failed power supply. Although it is possible to open a power supply to work on it, doing so is not recommended. Power supplies contain several capacitors that can hold lethal charges long after they have been unplugged! It is extremely dangerous to open the case of a power supply. Besides, power supplies are pretty cheap. It would probably cost less to replace one than to try to fix it, and this approach would be much safer. Open a power supply only if you have been specifically trained how to repair them

Question 10

You are having a conversation with your manager about corporate security best practices. She asks what the company should do if users are found to have adult content or content that advocates hate crimes on their workstations. How should you answer?

Users should be allowed to keep it if it is for personal use only.

The company should implement a policy that forbids such material and specifies consequences for violating the policy.

The company should not condone adult or hate crime–related content but can’t legally prevent users from having it.

Answer 10

The company should implement a policy that forbids such material and specifies consequences for violating the policy.

Creating a policy is the most important part of dealing with prohibited content or actions. Without a policy in place that specifically defines what is and what isn’t allowed and what actions will be taken when a violation of the policy occurs, you don’t really have a leg to stand on when a situation happens. What is in the policy depends on the company for which you work. A good policy will also contain the action steps to be taken if prohibited content or activity is spotted. It may involve disciplinary action, termination of employment, or contacting law enforcement

Question 11

You are training a new group of technicians on power issues. One asks what the difference is between a brownout and a blackout. What should you tell him?

A blackout is a complete power loss, and a brownout is a drop in power without power loss. Both can damage electrical components.

A blackout is a complete power loss, and a brownout is a drop in power without power loss. Neither one damages electrical components.

A brownout is a complete power loss, and a blackout is a drop in power without power loss. Both can damage electrical components.

Answer 11

A blackout is a complete power loss, and a brownout is a drop in power without power loss. Both can damage electrical components.

Having too little power, such as when a blackout (a complete loss of power) occurs, can wreak havoc on electrical circuits. Power blackouts are generally easy to detect. Power sags without a complete loss, called a brownout, are also very damaging to electrical components but oftentimes go unnoticed

Question 12

When dealing with a customer, which of the following demonstrates the communication technique for using proper language?

Using acronyms

Using slang terms

Using basic terms

Answer 12

Using basic terms

Use proper language and avoid using jargon, abbreviations, and acronyms. Every field has its own language, and outsiders feel lost when they start hearing it. Put yourself in the position of someone not in the field and explain what is going on by using words they understand. Start off with basic terms. If the customer is tech savvy, they will usually let you know, and then you can use more advanced terms as needed

Question 13

You have downloaded open-source software onto your personal laptop. Which of the following statements are true regarding open-source licenses? (Choose two.)

You can modify the application in any way you’d like.

You do not need to pay for the application.

You can make changes only to the applications that are approved by the originator.

You pay a fee for every user of the application.

Answer 13

You can modify the application in any way you’d like.

You do not need to pay for the application.

Open-source software is free: not only is the application free, but the source code (code used by programmers) is also shared to encourage others to contribute to the future development and improvement of the application. Open-source software can’t be sold, although it can be bundled with commercial products that are sold. Contrast open source with commercial licenses, where you pay per user and can’t modify the program except for as allowed by the developer

Question 14

You want to install an electrical device that lets you plug in multiple devices at the same time. It should have a fuse in it so that if there is a power surge, the fuse will be blown and not the electronics plugged into it. It does not need a battery backup. What type of device do you need?

Power strip

Voltage conserver

Surge protector

Answer 14

Surge protector

Devices that actually attempt to keep power surges at bay are called surge protectors. They often look similar to a power strip, so it’s easy to mistake them for each other, but protectors are more expensive, usually starting in the $25 range. They have a fuse inside them that is designed to blow if it receives too much current and not to transfer the current to the devices plugged into it. Surge protectors may also have plug-ins for RJ-11 (phone), RJ-45 (Ethernet), and BNC (coaxial cable) connectors

Question 15

You have several old CRT monitors that are collecting dust in a storage room. To clear out space, you decide to dispose of them. What is the proper way to do this?

Throw them in a dumpster.

Burn them.

Recycle them.

Answer 15

Recycle them.

Computer monitors (CRT monitors, not LCDs) are big and bulky, so what do you do when it’s time to get rid of them? Most monitors contain several pounds of lead as well as other harmful elements such as arsenic, beryllium, cadmium, chromium, mercury, nickel, and zinc. Take them to an authorized recycling center and dispose of them according to the organization’s toxic waste handling procedures

Question 16

When dealing with a customer and demonstrating proper communication techniques, what is meant by actively listening?

Taking notes and making eye contact

Asking many questions and moving the customer on to the important information

Walking to the computer with the problem and starting to open it while listening

Answer 16

Taking notes and making eye contact

Active listening means paying attention to your customers (eye contact is good) and taking notes. Allow them to complete their statements, and avoid interrupting them. People like to know that they are being heard, and as simple an act as it is, this can make all the difference in making them feel at ease with your work

Question 17

You are troubleshooting a desktop computer that is prone to shorting out and rebooting. When you open the case, there is a layer of grime on all the internal components. When you remove the expansion cards and memory, what should you use to clean the metal contacts on the cards?

Demineralized water

Denatured isopropyl alcohol

Compressed air

Answer 17

Denatured isopropyl alcohol

Compressed air won’t likely blow the grime away. Electronic connectors of computer equipment should never touch water. Instead, use a swab moistened in distilled, denatured isopropyl alcohol (also known as electronics or contact cleaner and found in electronics stores) to clean contacts

Question 18

You are installing a server for a small company. They want to be sure that the server can be shut down properly in the event of a blackout, so they don’t lose data. Which device should you recommend they plug the server into?

UPS

Voltage conserver

Surge protector

Answer 18

UPS

The best device for power protection is called an uninterruptible power supply (UPS). These devices can be as small as a brick or as large as an entire server rack. Inside the UPS is one or more batteries and fuses. Much like a surge suppressor, a UPS is designed to protect everything that’s plugged into it from power surges. UPSs are also designed to protect against power sags and even power outages. Energy is stored in the batteries, and if the power fails, the batteries can power the computer for a period of time so that the administrator can then safely power it down

Question 19

You need to upgrade the RAM in a desktop computer. Which of the following should you do before beginning the procedure?

Leave the power running.

Put the desktop into hibernate mode.

Turn the power off.

Answer 19

Turn the power off.

Whenever working inside the case, always turn off the power. There is some debate as to if you should unplug the system. Leaving it plugged in grounds the equipment and can help prevent electrostatic discharge. Many technicians swear by this method. According to the A+ objectives, though, you should disconnect power before repairing a PC

Question 20

You are moving computer equipment from an old office to a new office. Which of the following are good personal safety measures to follow to avoid injuries? (Choose two.)

Bend at the knees and lift with your legs.

Bend at the waist and lift straight up.

Observe weight limitations and lift with a partner if needed.

When lifting, lift objects as high as possible to avoid running into things.

Answer 20

Bend at the knees and lift with your legs.

Observe weight limitations and lift with a partner if needed.

The muscles in the lower back aren’t nearly as strong as those in the legs or other parts of the body. Whenever lifting, you want to reduce the strain on those lower-back muscles as much as possible. To do that, bend at the knees and lift with your legs. Also observe weight limitations and partner-lift if needed. Better yet, partner-lift and use a cart to move items. Also, keep objects close to your body and at waist level to minimize stress on your body

Question 21

You have opened a desktop computer case and will be upgrading the memory. To help prevent ESD, you put on an ESD strap. Where should you connect the other end?

The motherboard

The metal case

The plastic table

Answer 21

The metal case

To use the ESD strap, you attach one end to an earth ground (typically, the computer case) and wrap the other end around your wrist. This strap grounds your body and keeps it at a zero charge. This helps prevent you from accidentally frying components

Question 22

You are purchasing new spreadsheet software for your company. Your manager has instructed you to ensure that you purchase enough licenses for everyone in the office to use the product. What type of license will you likely purchase, designed for large groups of users? (Choose two.)

Corporate

Single user

Concurrent

Shareware

Answer 22

Corporate

Concurrent

Shareware generally does not require licensing, and payment may be handled via the honor system. But shareware is generally not a good choice for a corporate environment where you depend on the software. A single user license is good for only one user. You could buy a lot of single user licenses, but that is generally more expensive than buying a concurrent or corporate license. Corporate and concurrent licenses are designed for large groups of users

Question 23

You have several old computers that you want to dispose of. What should you do with them?

Remove the hard drives to avoid having someone steal confidential data and then throw them in the trash.

Dispose of them in compliance with government regulations.

Put them at the curb for someone to take for free.

Answer 23

Dispose of them in compliance with government regulations.

Most computers contain small amounts of hazardous substances, so they should be recycled by professionals who know how to deal with those dangers. Many municipalities, states, and countries have regulations in place specifying appropriate measures to enforce their proper disposal. Search the Internet for certified recycling programs near you