Safety, Procedures, and Professionalism

Question 1

If you find a person unconscious underneath a live wire, do not touch the person.

Answer 1

Find a wooden stick to move the wire.

Question 2

Do not open power supplies or CRTs.

Answer 2

Do not touch an LCD’s inverter if the device is on.

Question 3

What are the three classes of fire extinguishers?

Answer 3

Class A: Trash, Wood, Paper

Class B: Liquids

Class C: Electrical Equipment

Question 4

What occurs when two objects of different voltages come into contact with each other?

Answer 4

Electrostatic discharge (ESD)

Question 5

To protect against ESD:

Answer 5

Use an antistatic wrist strap.

Touch the chassis of the computer.

Use antistatic bags.

Handle components properly.

Use an antistatic mat.

Use antistatic wipes.

Use antistatic sprays.

Question 6

If a power supply fails, what should you do?

A. Replace it.
B. Repair it.
C. Use a different computer.
D. Switch it to a different voltage setting.

Answer 6

A. Replace it

Question 7

Which of the following are ways to avoid ESD? (Select three.)

A. Use an antistatic wrist strap.
B. Use a vacuum cleaner.
C. Use an antistatic mat.
D. Touch the chassis of the computer.

Answer 7

A, C, and D.

Question 8

You walk into the server room and see a person lying on the floor and with a live electrical wire draped over. What should you do first?

A. Run out and call 911.
B. Grab the wire and fling it off the person.
C. Grab the person and drag them out from under the wire.
D. Grab a piece of wood and use it to move the wire off the person.

Answer 8

D.

Question 9

What is an unwanted disturbance that affects electrical circuits?

Answer 9

Electromagnetic Interference (EMI)

Question 10

Products that use chemicals require:

Answer 10

Material Safety Data Sheets (MSDS)

Question 11

Information in the MSDS include:

Answer 11

Proper treatment if the substance is ingested or comes into contact with the skin.

How to deal with spills and other hazards.

How to dispose of the substance.

How to store the substance.

Question 12

What should you do for the disposal of batteries?

Answer 12

Check your local municipal and EPA guidelines.

Question 13

First response to an incident:

Answer 13

Identify what exactly happened.

See if the incident need to be escalated.

Document everything you find.

If required to preserve evidence. set up a chain of custody, which is a paper trail of evidence.

Question 14

What document can aid you if a chemical spill occurs?

A. MSKB
B. MSDS
C. MCSE
D. DSS

Answer 14

B. MSDS

Question 15

A coworker complains that after the cleaning crew has come through, the keyboard irritates his hands and leaves some green residue. What should you do?

A. Call the fire department.
B. Contact the facilities department.
C. Contact the manufacturer of the keyboard.
D. Call OSHA and complain.

Answer 15

B. Contact the facilities department.

Question 16

You find illegal materials on a customer’s computer. Your boss commands you to preserve computer evidence until he gets to the scene. What is your boss asking you to begin?

A. Documentation
B. Chain of custody
C. First Response
D. EMI prevention

Answer 16

B. Chain of custody

Question 17

Professionalism and Communication Skills:

Answer 17

Punctuality
Listen to the customer
Clarify the problem
Be positive
Speak clearly
Set and meet expectations
Avoid distractions 
Do not look at or touch confidential info
Do the right thing
Deal with customers professionally

Question 18

How will speaking with a lot of jargon make a technician sound?

A. Competent
B. Insecure
C. Smart
D. Powerful

Answer 18

B. Insecure

Question 19

A customer experiences a server crash. When you arrive, the manager is upset about this problem. What do you need to remember in this scenario?

A. Stay calm and do the job as efficiently as possible.
B. Imagine the customer in his underwear.
C. Avoid the customer and get the job done quickly.
D. Refer the customer to your supervisor.

Answer 19

A.

Question 20

Which of the following are good ideas when dealing with customers? (Select two)

A. Speak clearly
B. Ignore them
C. Avoid distractions
D. Explain to them what they did wrong.

Answer 20

A and C.

Question 21

You are a field technician working at a customer’s site. One of the workers asks you to load a copy of an organization’s purchased software on a personal laptop. What should you do first?

A. Verify that the installation is allowed under the company’s licensing agreements
B. Act as though you are distracted and ignore the user.
C. Leave the premises.
D. Tell the worker that installing unlicensed software is illegal.
E. Notify the worker’s manager of a security breach.

Answer 21

A.