Guide to Hardware 6e Ch 9-7 Questions

Class: CET1171 PC Service and Support IInstructor: Mr. Hudson Date: 4/20/2013 Chapter 7 Reviewing the Basics 1. Support, Service, Retail Associate, Bench, and Helpdesk Technician 2. Bench Technician 3. Patient, Positive/Helpful Attitude, Good Listener, Professional, Dependable 4. Try to resolve over the phone prior to making an appointment, at least address the problem 5. Let them know. Apologize and arrange new date and time 6. Start by stating your name, and then ask them to explain the problem to see if you can assist you. 7.Ask for permission first 8. Put everything back together the way it was and clean up any mess. Then explain to the customer what you did and what was malfunctioning after that verify that everything is working 9. Treat other as you would like to be treated. 10. No 11. Go over the basic questions and re-ask the customer so you can fix the problem. Ask the co-worker 12. Kindly ask them if you could use a local telephone to aid you in getting the repair done 13. Tell then who you are and who you work for. Then ask for their name and how may you help them. 4. Be specific With your instructions 15. Don’t argue with but find something that you can both agree on to ease and comfort the customer. 16. Be organized and know your limits with other fellow co-workers 17. To actually see how you talk over the phone and if you have the right personality traits to be successful as a help desk tech 18. To collect evidence, this includes exactly what, when, and from whom evidence was collected, the condition of this evidence, and how was the secured while it was in your possession. 19. To connect to TV cable boxes 20.To input to the PC using HDMO port, you can use a video capture card that has an HDMI input port. 21. CAD workstation 22. NVIDIA Quadro 23. 6 24. To provide a virtual desktop for users on multiple client machines Thinking Critically 1. A 2. B and C Chapter 8 Reviewing the Basic 1. Hardware 2. Blue Screen of Death 3. One short beep or n o beep 4. Power Supply or Filing Hard Drive 5. Administrator Account 6. To keep the board from touching the case 7. Check the BIOS 8. Don’t set a tower case directly on thick carpet because the air vent on the bottom front of the case can be blocked. 9.Purchase plastic keyboard cover in a dirty or extremely dusty environment. 10. Because some batteries can contain silver oxide, mercury, lithium, or cadmium and are considered hazardous waste 11. Return in to the manufacturer or dealer to be recycled. >>Thinking Critically 1. C and B 2. A 3. C 4. C Chapter 9 1. 48 2. 32 bit, 128bit 3. it transfers information from the client to the server. 4. Private IP address 5. class b 6. class c 7. Public IP addresses are licensed and authorized to use the internet. Private IP addresses are not authorized or licensed to use the internet.A computer with a private IP address uses a proxy server to access the internet. 8. IP addresses that begin with 192. 168 are private IP addresses. 9. Stati c IP addressing 10. The IP address was automatically assigned by windows when it failed to lease an address from the DHCP server. The computer received an APIPA IP address. 11. The mac address 12. ISATAP, Teredo, 6T04 13. Global address can be routed on the internet. These addresses are similar to IPv4 public IP addresses. Most global addresses begin with the 2000::/3, although other prefixes are being released.The /3 indicates that the first three bits are fixed and are always 001. Link-local address can be used for communicating with node in the same link. These addresses are similar to IPv4 private IP address and most FE80::64 14. 64- bit, 1111 1110 1000 0000 0000 0000 †¦.. 0000 15. Unicast address 16. DHCP server 17. Connection- oriented protocol and UDP 18. The SMTP protocol is used to send email to a recipient’s mail server, and the POP3 or IMAP4 protocol is used by the client to receive. 19. HTTPS 20. IMAP4 21. NAT 22. LDAP 23. SFTP 24. Desktop and Remote Assistan ce 25. 802. 11n 26. WPA