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Google IT Support Professional Certificate > Technical Support Fundamentals > Flashcards

Technical Support Fundamentals Flashcards

1
Q

What is FPR?

A

Floating Point Representation - a number multiplied by a base that’s raised to an exponent.

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2
Q

How many bits and possible encodings did ASCII have?

A

7 bits, 128 codes.

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3
Q

What is Unicode?

A

Unicode assigns a hex number to each character, including all world languages, symbols and emojis.

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4
Q

What is UTF-8?

A

An encoding that describes every character from Unicode using 1 - 4 bytes.

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5
Q

In UTF-8, how does the computer know how many bytes represent a single character?

A

By the number of ones at the start.

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6
Q

Define algorithm.

A

A series of steps that solve specific problems.

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7
Q

Define abstraction.

A

Taking a complex system and simplifying it for our use.

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8
Q

What does CPU stand for, and what does it do?

A

Central Processing Unit. The brain of the computer, does all calculations and data processing.

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9
Q

What does Ram stand for, and what does it do?

A

Random Access Memory. It is the short term memory, it stores data temporarily. Is volatile.

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10
Q

What is the hard-drive?

A

The long term memory, holds all data - photos, documents, apps etc.

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11
Q

What is the motherboard?

A

The foundation of the computer, allows all the components to communicate with each other.

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12
Q

What does the power supply do?

A

Converts electricity into a form the computer can use, from AC to DC.

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13
Q

How does data get requested and sent to the CPU? Name all components involved.

A

The CPU sends the location of data, within the RAM, to the Memory Controller Chip (MCC), via the Address Book. The MCC finds the data and sends it back to the CPU via the External Data Bus (EDB).

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14
Q

What is the cache?

A

Small, quick access data storage.

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15
Q

How is CPU speed determined, and what is the unit of measurement?

A

By the clock cycle, which is the amount of time between two pulses of an oscillator.

Measured in Hertz (Hz), gigahertz (GHz).

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16
Q

What are three common types of RAM?

A

DRAM - Dynamic Random Access Memory
SDRAM - Synchronous DRAM - Synced to clock speed for quicker processing.
DDR SDRAM - Double Data Rate SDRAM - Faster and larger capacity.

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17
Q

What does the chipset do?

A

Allows the flow of data between the components on a motherboard.

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18
Q

In older non-integrated chipsets, what were the two chips called, and what did each do?

A

Northbridge - interconnects the CPU/ RAM/ PCIe

Southbridge - maintains input/ output peripherals.

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19
Q

What is the PCIe?

A

Peripheral Component Interconnect express - the standard for expansion slots.

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20
Q

What are expansion slots?

A

Allow us to increase the functionality of our computers, eg. upgrade the graphics card.

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21
Q

What is a form factor?

A

The specifications of a motherboard, the dimensions, number of ports, power supply type.

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22
Q

What are two common form factors?

A

ATX - Advanced Technology Extended.

ITX - Information Technology Extended.

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23
Q

What are the two basic types of hard drive and what are the differences?

A

Hard Disk Drive (HDD) - spinning platter with arm to write data, higher RPM = faster hard drive, prone to damage as a lot of moving parts.

Solid State Drive (SSD) - info stored on microchips, much faster, less prone to damage - no moving parts.

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24
Q

What is SOC?

A

System on a Chip, on small mobile devices the CPU, RAM and sometimes storage is on one chip.

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25
Q

What are the different USB ports colours and transfer rates?

A
  1. 0 - black - 480mbs.
  2. 0 - blue - 5GBs.
  3. 1 - teal - 10GBs.
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26
Q

What are 4 cables that can connect display peripherals and what do they do?

A

DVI - outputs video
HDMI - outputs audio and video
Display Port - outputs audio and video
USB Type-c - audio, video, data transfer, power

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27
Q

What does BIOS stand for?

A

Basic Input Output Services.

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28
Q

What is the BIOS, what does it do?

A

A go between for hardware and software, it helps start up the hardware and operating system.

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29
Q

What is the POST?

A

When computer is starting the BIOS runs a Power On Self Test, to make sure everything is OK and the hardware is operating properly. Single beep = OK> Multiple beeps = an issue.

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30
Q

Where are BIOS settings stored, and what are examples of these settings?

A

Date/ time, hardware settings, boot sequence. Stored on the CMOS chip, which is volatile, so has its own battery.

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31
Q

What does UEFI stand for?

A

Unified Extensible Firmware Interface.

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32
Q

What are three improvements of UEFI compared to BIOS?

A

More user friendly interface, can use a mouse in the interface (BIOS only keyboard), recognises larger storage devices, Secure Boot - helps to make sure that your PC boots using only firmware that is trusted by the manufacturer.

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33
Q

What 2 things do you need to know about a computer in order to access it remotely?

A

An account on the computer, and a host name/ IP address for the computer.

34
Q

What are 2 ways to connect to a computer remotely?

A

Using a VPN, or through a SSH - Secure SHell.

35
Q

Name the 2 parts of an OS.

A

The kernel, the user space.

36
Q

What does the kernel do? (4 points)

A
  1. File storage and management.
  2. Process management.
  3. Memory management.
  4. Input/ output management.
37
Q

What are the three main components of file handling in an OS?

A

1 File System.
2 File Data.
3 Metadata.

38
Q

What does the File System of an OS do?

A

Manage user data. This includes storing, retrieving and updating data.

39
Q

How (in what form) does the kernel write/ file data onto the hard drive?

A

In data blocks - broken into multiple pieces.

40
Q

What are 2 benefits of block storage?

A

Quicker access, better storage space utilization.

41
Q

What is the metadata of a file?

A

Info about the file - owner, permissions, size, date created/ modified, file type etc.

42
Q

What is a file extension?

A

The appended part of a file name that tells us the file type (.jpg, .pdf etc)

43
Q

What is a process?

A

A program that is executing.

44
Q

How can a CPU run many processes at the same time?

A

It doesn’t! It executes processes one by one through a “time slice” (milliseconds), and to us it looks simultaneous.

45
Q

What is virtual memory?

A

Combination of hard drive space and RAM that acts as a memory our processes can use.

46
Q

What are pages, in reference to memory management?

A

When executing a process, we take the data in chunks called pages, which are stored in virtual memory. When we want them to execute they are sent to RAM physical memory.

47
Q

Why is process data stored in virtual memory?

A

Programs are too large to store entirely in RAM, this way the computer doesn’t need to load the whole program, just the necessary features.

48
Q

What is Swap Space?

A

Space on a hard drive allocated for virtual memory.

49
Q

How does the kernel manage IO peripherals?

A

It loads the drivers required to communicate with them, manages data transfer, allows communication.

50
Q

What are the 2 ways we communicate with our OS? (User space)

A

Shell, GUI (Graphical User Interface).

51
Q

What is a shell?

A

A program that interprets text commands and sends them to the OS to execute.

52
Q

What is a CLIA Shell?

A

Command line interface shell.

53
Q

What is BASH and what OS is it used in?

A

Bourne Again Shell, CLIA shell, used in Linux.

54
Q

Name a shell used in Windows.

A

Powershell.

55
Q

Usually when accessing a computer remotely, which user interface will you be using?

A

A Shell.

56
Q

What are Logs?

A

Files that record system events on our computer.

57
Q

What is a Virtual Machine and what is a use for it?

A

A copy of a computer, can learn various OSs or programs without having them on your computer.

58
Q

How can you change the OS your computer boots?

A

Check that your BIOS settings have the boot order set to boot from the location you want, eg. you have windows on a USB, check that the BIOS is set to load from the USB first.

59
Q

Name an example of a tool you can use to load an OS onto a USB in order to make it bootable from the BIOS.

A

etcher.io

60
Q

What is a host name?

A

Used to identify our computer when it is talking to other computers.

61
Q

What is Terminal?

A

An app in Ubuntu that allows you to execute BASH.

62
Q

What is the internet?

A

An interconnection of computers around the world, a massive network of satellites, cellular networks, and physical cables beneath the ground.

63
Q

What is The World Wide Web?

A

The information on the internet.

64
Q

How do we connect our devices to the internet?

A

Clients connect to their ISPs servers, through cables (ethernet or fibre optic) or wi-fi (radios and antennas).

65
Q

What is an IP address?

A

A number that devices connected to a network are assigned, from the network that they are currently connected to. They change depending on what network the device is connected to.

66
Q

What is a MAC address?

A

A permanent, hard coded number belonging to a device, unique to that device, and does not change.

67
Q

What is a router?

A

A networking device that forwards data packets between computer networks, sends data to only intended recipient.

68
Q

What is a stack?

A

A set of hardware/ software that provides the infrastructure for a computer.

69
Q

What is a packet?

A

Data thats been broken down into bits and send through a network.

70
Q

What is a WAP?

A

Wireless Access Point, connects devices to a network wirelessly, sends data to all locations on the network.

71
Q

What is a switch?

A

Allows you to connect to other computers via ethernet cables, sends data to intended location only.

72
Q

What is a hub?

A

Allows you to connect to other computers via ethernet cables, sends data to all locations on the network.

73
Q

What does URL stand for?

A

Uniform Resource Locator.

74
Q

What is application software and name some examples?

A

Any software created to fulfill a specific need, eg text editor, web browser.

75
Q

What is system software and name some examples?

A

Used to keep core system running, eg. OS system tools and utilities.

76
Q

What is firmware and name an example?

A

Software thats permanently stored on a computer component, eg BIOS.

77
Q

What is the job of compilers and interpreters?

A

To translate code (human readable instructions) into binary (computer readable instructions)

78
Q

What are 4 differences between compiled and interpreted languages?

A

1 Interpreted = translates one line of code at a time
Compiled = translates whole program at once.

2 I = Less time to analyze code, however overall time to execute process slower.
C = More time to analyze code, however overall time to execute process faster. (Opposite)

3 I = Convert code into machine code while running the program.
C = Generates machine code (.exe file) before running the program.

4 I = When an error is found - reports immediately = easier debugging.
C = Reports errors after debugging whole program = harder debugging.

79
Q

What is a driver?

A

Software that allows us to interact with hardware.

80
Q

What does automation do?

A

Makes processes work automatically.

81
Q

What are some troubleshooting first steps?

A

Ask questions, narrow down the possible issue, find root cause - when did problem start?, check errors messages - start with the first one.

Google IT Support Professional Certificate (7 decks)

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