Operational Procedures (3)

Question 1

What regulation dictates the privacy of all European Union residents?

General Data Privacy Regulation

General Data Protection Requirements

General Data Protection Regulation

Answer 1

General Data Protection Regulation

The General Data Protection Regulation (GDPR) of 2016 protects the privacy of individuals living in the EU and European Economic Area, with conditions placed on maintaining their information on servers globally

Question 2

You fixed a customer’s laptop about three days ago. Which of the following demonstrates proper communication techniques and professionalism?

Call the customer to see whether she is satisfied with the repair.

Post “Another satisfied customer!” on your social media sites with a picture of her office building.

Provide an accurate bill for services provided.

Answer 2

Call the customer to see whether she is satisfied with the repair.

Set and meet—or exceed—expectations and communicate timelines and status. After resolving a customer’s issue, follow up with them to ensure that they were satisfied with the services provided. The follow-up shows professionalism and may earn you future business

Question 3

ou have taken an old CRT monitor into a television repair shop. The technician opens the back of the monitor and prepares to discharge the capacitors. What tool will he use to do this?

High-voltage probe

Multimeter

ESD strap

Answer 3

High-voltage probe

Even though it’s not recommended that you repair monitors without specific training, the A+ exam may test your knowledge of the safety practices to use if you ever you need to do so. If you have to open a monitor, you must first discharge the high-voltage charge on it by using a high-voltage probe. This probe has a very large needle, a gauge that indicates volts, and a wire with an alligator clip. Do not use an ESD strap when discharging the monitor; doing so can lead to a fatal electric shock

Question 4

You are troubleshooting problems in a client’s office, and the client starts arguing with you as to what the problem is. What should you do?

Avoid arguing and becoming defensive.

Argue back to prove that you are correct.

Tell the client that they are making you uncomfortable and leave immediately.

Answer 4

Avoid arguing and becoming defensive.

In difficult situations, it can be challenging to keep a level head. It’s important to do so and avoid arguing and becoming defensive. Many times, clients are frustrated because things are not working as they should. Sometimes they will take their frustration out on you. Keep a level head and work to resolve the problem

Question 5

Your company has a policy prohibiting illegal content on work computers. You have identified illegal content on a company-owned workstation. What is your next step?

Get a verifier.

Report through proper channels.

Ask the user to delete the material.

Answer 5

Get a verifier.

If you have your policy in place, then your incident response plan should be relatively scripted. Your first priority as the first responder is to identify the improper activity or content. Then you should always get someone else to verify the material or action so that it doesn’t turn into a situation of your word against someone else’s. Immediately report the situation through proper channels

Question 6

You are going to be upgrading the RAM on several desktop computers. Which of the following environmental conditions increases the risk of ESD damaging computer components?

Low temperature

High humidity

Low humidity

Answer 6

Low humidity

When humidity gets to be very low, around 20 percent or lower, the risk of electrostatic discharge (ESD) increases. Remember that computer components can be damaged with as little as 300 volts, whereas humans can’t feel a shock until it gets to 3,000 volts

Question 7

Your company has a policy prohibiting illegal content on work computers. You have found illegal content on a user’s workstation. What is the proper way to preserve the data or device?

Ask the user to not delete the data from the device.

Take a picture of the illegal content and email it to your manager.

Immediately remove the data or device from the possession of the offending user and preserve it in a safe location.

Answer 7

Immediately remove the data or device from the possession of the offending user and preserve it in a safe location.

If you have your policy in place, then your incident response plan should be relatively scripted. After identifying illegal content, you need to preserve the device. The data or device should immediately be removed from the possession of the offending party and preserved. This will ensure that the data doesn’t mysteriously disappear before the proper parties are notified

Question 8

Your company maintains a database of customer’s names, vehicle license plate numbers, and driver’s license numbers. What type of policy should your company have regarding this information?

This information is related to motor vehicle operation, and no special policy is needed.

This information is public information, and no special policy is needed.

This is PII and should be kept confidential and secure.

Answer 8

This is PII and should be kept confidential and secure.

Personally identifiable information (PII) is anything that can be used to identify an individual person on its own or in context with other information. This includes someone’s name, address, other contact information; the names of family members; and other details that people would consider private. PII should always be kept confidential and secure. Be sure that this information is properly secured and can be accessed only by authorized personnel

Question 9

You are looking for a new software application for your company’s finance users, but you have a limited budget. Which of the following types of software licensing would you expect to not have to pay for? (Choose two.)

Corporate

Open source

Single user

Freeware

Answer 9

Open source

Freeware

Freeware is an easy choice, because it’s free. Open-source software is often also free, and you can modify the code free of charge as well (if you have the skills to do so). Some shareware is free, but it depends on the program. Single-user and corporate licenses generally cost money

Question 10

You are setting up a repair shop for PCs. To reduce the risk of damaging computer components, which of the following devices should you use? (Choose two.)

Magnetic screwdrivers

ESD mats

ESD straps

A dehumidifier

Answer 10

ESD mats

ESD straps

It is possible to damage a device by simply laying it on a benchtop. For this reason, you should have an ESD mat in addition to an ESD strap. This mat drains excess charge away from any item coming in contact with it. ESD mats are also sold as mouse/keyboard pads to prevent ESD charges from interfering with the operation of the computer. Many ESD wrist straps can be connected to the mat, thus causing the technician and any equipment in contact with the mat to be at the same electrical potential and eliminating ESD

Question 11

You have chosen to use compressed air to clean away dirt and debris from the inside of a desktop computer case. What is the recommended safety gear you should wear?

Safety goggles and an air mask

Safety goggles and a respirator

Safety goggles, a respirator, and a hair net

Answer 11

Safety goggles and an air mask

When compressed air is used, particles of dirt and debris can become airborne, and they can be inhaled or get into your eyes. Always wear proper safety gear, such as safety goggles and an air mask

Question 12

What type of information likely needs access safeguards per regulatory requirements as it relates to an individual’s medical records?

PCI

PHI

DOB

Answer 12

PHI

A person’s medical records and health information is classified as protected health information (PHI) and must be protected according to regulatory requirements such as HIPAA

Question 13

You need to dispose of a chemical solvent but are unsure how to properly do so. Where will you find information on this as well as the potential dangers the solvent possesses?

SDS

OSHA

Warning label

Answer 13

SDS

While it’s possible that the disposal information and risks may be on the container somewhere, you will always find it on the product’s Safety Data Sheet (SDS). SDSs include information such as physical product data (boiling point, melting point, flash point, and so forth), potential health risks, storage and disposal recommendations, and spill/leak procedures. With this information, technicians and emergency personnel know how to handle the product as well as respond in the event of an emergency

Question 14

You are discussing the placement of several new computers with one of your co-workers. Which of the following are the best places to put them? (Choose two.)

In the corner of a room that is typically about 15 degrees warmer than room temperature

In an open area at room temperature

In the corner of a room that is typically about 15 degrees colder than room temperature

In an enclosed kiosk so that no users can damage the system

Answer 14

In an open area at room temperature

In the corner of a room that is typically about 15 degrees colder than room temperature

Computers generally tolerate temperature and humidity levels about the same as humans do, except electronic devices do like it a bit colder. The general rule of thumb is room temperature or cooler, average humidity, and good ventilation

Question 15

A user’s work area is littered with debris and crumbs, and he reports that keys on his keyboard stick or sometimes make a crunching sound. What should be his first option for cleaning his keyboard?

Demineralized water

Computer vacuum

Compressed air

Answer 15

Compressed air

The first option should be a few, quick blasts of compressed air, to immediately blow out the crumbs and debris. If that first option does not work, then the demineralized water should clean anything spilled on a keyboard. Bear in mind that when you use demineralized water, it will then take a few days in order to dry out the keyboard

Question 16

You are performing a safety audit for your company and are examining the company’s fire extinguishers. Which type of fire extinguisher is designed to put out electrical fires?

A

B

C

D

Answer 16

C

Four major classes of fire extinguishers are available, one for each type of flammable substance: A for wood and paper fires, B for flammable liquids, C for electrical fires, and D (metal powder or NaCl [salt]) for flammable metals such as phosphorus and sodium. The most popular type of fire extinguisher today is the multipurpose, or ABC-rated, extinguisher. It contains a dry chemical powder that smothers the fire and cools it at the same time. For electrical fires (which may be related to a shorted-out wire in a power supply), make sure the fire extinguisher will work for class C fires

Question 17

You have a set meeting time with a client to upgrade her computer. Your prior service call runs long, and you will be late to the meeting. What should you do?

Get to your meeting as soon as you can.

Take your time; you’re already late and a few more minutes won’t matter.

Call the client, apologize for being late, and explain that your last call went over. You will be there as soon as possible or can reschedule if she would prefer.

Answer 17

Call the client, apologize for being late, and explain that your last call went over. You will be there as soon as possible or can reschedule if she would prefer.

Be on time. If you’re going to be late, be sure to contact your customer. Not doing so indicates that you think her problem isn’t important

Question 18

You are asked to help a client who is unable to send or receive email. When you get to the client’s desk, what should you do?

Ask him what he did to break his email.

Tell him that you would rather be working on updating the server, but you suppose you’ll deal with him first.

Clarify the scope of the problem and verify that you understand what isn’t working.

Answer 18

Clarify the scope of the problem and verify that you understand what isn’t working.

Providing good customer service involves proper communication and professionalism. Dismissing customer problems is not good. Neither is asking accusatory questions. Clarify the scope of the problem and ask clarifying questions to ensure that you understand what isn’t working properly

Question 19

You are running network cables to support 20 new workstations in an office area. Which of the following is the best way to handle cable management and avoid safety issues?

Run the cables along the floor next to the cubicle walls.

Run the cables through a raised floor or drop ceiling.

Run the cables across the floor and use a cable guard.

Answer 19

Run the cables through a raised floor or drop ceiling.

Cables are a common cause of tripping. If at all possible, run cables through drop ceilings or through conduits to keep them out of the way. If you need to lay a cable through a trafficked area, use a cable floor guard to keep the cables in place and safe from crushing. In a pinch, and without a floor cable guard, you can use tape, such as duct tape, to secure your cables to the floor. This is recommended only as a temporary fix for two reasons. First, it’s not much less of a trip hazard than just having the cables run across the floor. Second, duct tape doesn’t protect the cables from being crushed if people step on them or heavy objects are moved over them

Question 20

Which of the following small devices should not be disposed of at a normal landfill but instead regarded as containing toxic chemicals? (Choose two.)

Tablet

Phone packaging

Mini-trebuchet

Cell phone

Answer 20

Tablet

Cell phone

Both tablets and cell phones have batteries. Those, plus the circuitry contain toxic chemicals such as beryllium, arsenic, and lead as well as rare-earth metals that could be recycled. None of what is inside most electronic devices belongs in a landfill. The organization should have procedures on toxic waste handling. The other two options arguably belong elsewhere as well but are not considered toxic

Question 21

While changing a laser printer toner cartridge, a technician spilled toner on a desk. What should she use to clean the mess up?

Compressed air

Mild soap and water

Toner vacuum

Answer 21

Toner vacuum

One unique challenge when cleaning printers is spilled toner. Getting it wet will make an inky mess. It sticks to everything and should not be blown into the air and inhaled—it’s a carcinogen. Use an electronics vacuum that is designed specifically to pick up toner. A normal vacuum’s filter isn’t fine enough to catch all of the particles, so the toner may be circulated into the air. Normal electronics vacuums may melt the toner instead of picking it up

Question 22

You are repairing a desktop PC and upgrading the memory. What is the most important reason that equipment grounding is an important safety procedure?

To prevent an electrical shock to the technician

To prevent an electrical shock from damaging components

To prevent fire from starting inside the case

Answer 22

To prevent an electrical shock from damaging components

Electricity can hurt people, but it can also pose safety issues for computer components. One of the biggest concerns for components is electrostatic discharge (ESD). For the most part, ESD won’t do serious damage to a person other than provide a little shock. But little amounts of ESD can cause serious damage to computer components, and that damage can manifest itself by causing computers to hang or reboot or fail to boot at all

Question 23

hat type of script has the filename extension .ps1?

PowerShell

Perl

Java class file

Answer 23

PowerShell

PowerShell uses the .ps1 filename extension. Perl uses .pl.