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Appendix A

Mapping Course Content to the CompTIA A+ Essentials 220-701 Exam Objectives Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | Domain 1.0 Hardware | 1.1 Categorize storage devices and backup media | * FDD | Personal Computer Components, Storage Devices | | * HDD | Personal Computer Components, Storage Devices

Installing and Configuring System Components, Install and Configure Storage Devices | | * Solid state vs. magnetic | Personal Computer Components, Storage Devices

Installing and Configuring System Components, Install and Configure Storage Devices | | * Optical drives | Personal Computer Components, Storage Devices

Installing and Configuring System Components, Install and Configure Storage Devices | | * CD / DVD / RW / Blu-Ray | Personal Computer Components, Storage Devices

Installing and Configuring System Components, Install and Configure Storage Devices | | * Removable storage | Personal Computer Components, Storage Devices

Installing and Configuring System Components, Install and Configure Storage Devices | | * Tape drive | Personal Computer Components, Storage Devices

Installing and Configuring System Components, Install and Configure Storage Devices | | * Solid state (e.g. thumb drive, flash, SD cards, USB) | Personal Computer Components, Storage Devices

Installing and Configuring System Components, Install and Configure Storage Devices | | * External CD-RW and hard drive | Personal Computer Components, Storage Devices

Installing and Configuring System Components, Install and Configure Storage Devices | | * Hot swappable devices and non-hot swappable devices | Personal Computer Components, Storage Devices

Installing and Configuring System Components, Install and Configure Storage Devices | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 1.2 Explain motherboard components, types and features | * Form Factor | Personal Computer Components, System Unit Components | | * ATX / BTX, | Personal Computer Components, System Unit Components | | * micro ATX | Personal Computer Components, System Unit Components | | * NLX | Personal Computer Components, System Unit Components | | * I/O interfaces | Personal Computer Components, System Unit Components | | * Sound | Personal Computer Components, System Unit Components | | * Video | Personal Computer Components, System Unit Components | | * USB 1.1 and 2.0 | Personal Computer Components, Personal Computer Connection Methods | | * Serial | Personal Computer Components, Personal Computer Connection Methods | | * IEEE 1394 / Firewire | Personal Computer Components, Personal Computer Connection Methods | | * Parallel | Personal Computer Components, Personal Computer Connection Methods | | * NIC | Personal Computer Components, System Unit Components

Installing and Configuring Peripheral Components, Install and Configure Adapter Cards

Network Technologies, Network Concepts | | * Modem | Personal Computer Components, System Unit Components

Personal Computer Components, Personal Computer Connection Methods

Network Technologies, Network Connectivity | | * PS/2 | Personal Computer Components, System Unit Components

Personal Computer Components, Personal Computer Connection Methods | | * Memory slots | Personal Computer Components, System Unit Components

Installing and Configuring System Components, Select and Install Memory | | * RIMM | Installing and Configuring System Components, Select and Install Memory | | * DIMM | Installing and Configuring System Components, Select and Install Memory | | * SODIMM | Installing and Configuring System Components, Select and Install Memory | | * SIMM | Installing and Configuring System Components, Select and Install Memory | | * Processor sockets | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | * Bus architecture | Personal Computer Components, System Unit Components

Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * Bus slots | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * PCI | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * AGP | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * PCIe | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * AMR | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * CNR | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * PCMCIA | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * PATA | Personal Computer Components, Personal Computer Connection Methods

Installing and Configuring System Components, Install and Configure Storage Devices | | * IDE | Personal Computer Components, Personal Computer Connection Methods

Installing and Configuring System Components, Install and Configure Storage Devices | | * EIDE | Personal Computer Components, Personal Computer Connection Methods

Installing and Configuring System Components, Install and Configure Storage Devices | | * SATA, eSATA | Personal Computer Components, Personal Computer Connection Methods

Installing and Configuring System Components, Install and Configure Storage Devices | | * Contrast RAID (levels 0, 1, 5) | Installing and Configuring System Components, Install and Configure Storage Devices | | * Chipsets | Installing and Configuring System Components, Install and Configure System Boards | | * BIOS / CMOS / Firmware | Personal Computer Components, System Unit Components

Installing and Configuring System Components, Install and Configure System Boards | | * POST | Personal Computer Components, System Unit Components | | * CMOS battery | Personal Computer Components, System Unit Components | | * Riser card / daughterboard | Personal Computer Components, System Unit Components | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 1.3 Classify power supplies types and characteristics | * AC adapter | Personal Computer Components, System Unit Components | | * ATX proprietary | Personal Computer Components, System Unit Components

Installing and Configuring System Components, Select and Install Power Supplies | | * Voltage, wattage and capacity | Personal Computer Components, System Unit Components

Installing and Configuring System Components, Select and Install Power Supplies | | * Voltage selector switch | Personal Computer Components, System Unit Components | | * Pins (20, 24) | Personal Computer Components, System Unit Components

Installing and Configuring System Components, Select and Install Power Supplies

Troubleshooting System Components, Troubleshoot Power Supplies | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 1.4 Explain the purpose and characteristics of CPUs and their features | * Identify CPU types | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | * AMD | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | * Intel | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | * Hyper threading | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | * Multi core | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | * Dual core | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | * Triple core | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | * Quad core | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | * Onchip cache | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | * L1 | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | * L2 | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | * Speed (real vs. actual) | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | * 32bit vs. 64 bit | Operating System Fundamentals, Personal Computer Operating Systems | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 1.5 Explain cooling methods and devices | * Heat sinks | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | * CPU and case fans | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | * Liquid cooling systems | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | * Thermal compound | Installing and Configuring System Components, Select, Install, and Configure CPUs and Cooling System Units | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 1.6 Compare and contrast memory types, characteristics and their purpose | * Types | Installing and Configuring System Components, Select and Install Memory | | * DRAM | Installing and Configuring System Components, Select and Install Memory | | * SRAM | Installing and Configuring System Components, Select and Install Memory | | * SDRAM | Installing and Configuring System Components, Select and Install Memory | | * DDR / DDR2 / DDR3 | Installing and Configuring System Components, Select and Install Memory | | * RAMBUS | Installing and Configuring System Components, Select and Install Memory | | * Parity vs. Non-parity | Troubleshooting System Components, Troubleshoot Memory | | * ECC vs. non-ECC | Troubleshooting System Components, Troubleshoot Memory | | * Single sided vs. double sided | Installing and Configuring System Components, Select and Install Memory | | * Single channel vs. dual channel | Personal Computer Components, System Unit Components | | * Speed | Installing and Configuring System Components, Select and Install Memory | | * PC100 | Installing and Configuring System Components, Select and Install Memory | | * PC133 | Installing and Configuring System Components, Select and Install Memory | | * PC2700 | Installing and Configuring System Components, Select and Install Memory | | * PC3200 | Installing and Configuring System Components, Select and Install Memory | | * DDR3-1600 | Installing and Configuring System Components, Select and Install Memory | | * DDR2-667 | Installing and Configuring System Components, Select and Install Memory | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 1.7 Distinguish between the different display devices and their characteristics | * Projectors, CRT and LCD | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | * LCD technologies | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | * Resolution (e.g. XGA, SXGA+, UXGA, WUXGA) | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | * Contrast ratio | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | * Native resolution | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | * Connector types | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | * VGA | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | * HDMi | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | * S-Video | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | * Component / RGB | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | * DVI pin compatibility | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | * Settings | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | * Refresh rate | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | * Resolution | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | * Multi-monitor | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | * Degauss | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 1.8 Install and configure peripherals and input devices | * Mouse | Installing and Configuring Peripheral Components, Install and Configure Input Devices | | * Keyboard | Installing and Configuring Peripheral Components, Install and Configure Input Devices | | * Bar code reader | Installing and Configuring Peripheral Components, Install and Configure Input Devices | | * Multimedia (e.g. web and digital cameras, MIDI, microphones) | Installing and Configuring Peripheral Components, Install and Configure Multimedia Devices | | * Biometric devices | Installing and Configuring Peripheral Components, Install and Configure Input Devices | | * Touch screen | Installing and Configuring Peripheral Components, Install and Configure Display Devices

Installing and Configuring Peripheral Components, Install and Configure Input Devices | | * KVM switch | Installing and Configuring Peripheral Components, Install and Configure Display Devices | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 1.9 Summarize the function and types of adapter cards | * Video | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * PCI | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * PCIe | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * AGP | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * Multimedia | Installing and Configuring Peripheral Components, Install and Configure Multimedia Devices | | * Sound card | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards

Installing and Configuring Peripheral Components, Install and Configure Multimedia Devices | | * TV tuner cards | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * Capture cards | Installing and Configuring Peripheral Components, Install and Configure Multimedia Devices | | * I/O | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * SCSI | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * Serial | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * USB | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * Parallel | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * Communications | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * NIC | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | * Modem | Installing and Configuring Peripheral Components, Install and Configure Adapter Cards | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 1.10 Install, configure and optimize laptop components and features | * Expansion devices | Supporting Laptops and Portable Computing Devices, Laptop and Portable Computing Device Components

Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | * PCMCIA cards | Supporting Laptops and Portable Computing Devices, Laptop and Portable Computing Device Components

Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | * PCI Express cards | Supporting Laptops and Portable Computing Devices, Laptop and Portable Computing Device Components

Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | * Docking station | Supporting Laptops and Portable Computing Devices, Laptop and Portable Computing Device Components

Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | * Communication connections | Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | * Bluetooth | Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | * Infrared | Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | * Cellular WAN | Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | * Ethernet | Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | * Modem | Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | * Power and electrical input devices | Supporting Laptops and Portable Computing Devices, Laptop and Portable Computing Device Components | | * Auto-switching | Supporting Laptops and Portable Computing Devices, Laptop and Portable Computing Device Components | | * Fixed input power supplies | Supporting Laptops and Portable Computing Devices, Laptop and Portable Computing Device Components | | * Batteries | Supporting Laptops and Portable Computing Devices, Laptop and Portable Computing Device Components | | * Input devices | Supporting Laptops and Portable Computing Devices, Laptop and Portable Computing Device Components | | * Stylus / digitizer | Supporting Laptops and Portable Computing Devices, Laptop and Portable Computing Device Components | | * Function keys | Supporting Laptops and Portable Computing Devices, Laptop and Portable Computing Device Components | | * Point devices (e.g. touch pad, point stick / track point) | Supporting Laptops and Portable Computing Devices, Laptop and Portable Computing Device Components | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 1.11 Install and configure printers | * Differentiate between printer types | Supporting Printers, Printer Technologies | | * Laser | Supporting Printers, Printer Technologies | | * Inkjet | Supporting Printers, Printer Technologies | | * Thermal | Supporting Printers, Printer Technologies | | * Impact | Supporting Printers, Printer Technologies | | * Local vs. network printers | Supporting Printers, Printer Technologies | | * Printer drivers (compatibility) | Supporting Printers, Install and Configure Printers | | * Consumables | Supporting Printers, Printer Components | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | Domain2.0 Troubleshooting, Repair and Maintenance | 2.1 Given a scenario, explain the troubleshooting theory | * Identify the problem | PC Technician Professional Best Practices, Diagnostics and Troubleshooting | | * Question the user and identify user changes to computer and perform backups before making changes | PC Technician Professional Best Practices, Diagnostics and Troubleshooting | | * Establish a theory of probable cause (question the obvious) | PC Technician Professional Best Practices, Diagnostics and Troubleshooting | | * Test the theory to determine cause | PC Technician Professional Best Practices, Diagnostics and Troubleshooting | | * Once theory is confirmed determine next steps to resolve problem | PC Technician Professional Best Practices, Diagnostics and Troubleshooting | | * If theory is not confirmed re-establish new theory or escalate | PC Technician Professional Best Practices, Diagnostics and Troubleshooting | | * Establish a plan of action to resolve the problem and implement the solution | PC Technician Professional Best Practices, Diagnostics and Troubleshooting | | * Verify full system functionality and if applicable implement preventative measures | PC Technician Professional Best Practices, Diagnostics and Troubleshooting | | * Document findings, actions and outcomes | PC Technician Professional Best Practices, Diagnostics and Troubleshooting | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 2.2 Given a scenario, explain and interpret common hardware and operating system symptoms and their causes | * OS related symptoms | Maintaining and Troubleshooting Microsoft Windows, Troubleshoot Microsoft Windows

Supporting Printers, Maintain and Troubleshoot Printers | | * Bluescreen | Maintaining and Troubleshooting Microsoft Windows, Troubleshoot Microsoft Windows | | * System lock-up | Maintaining and Troubleshooting Microsoft Windows, Troubleshoot Microsoft Windows | | * Input/output device | Maintaining and Troubleshooting Microsoft Windows, Troubleshoot Microsoft Windows | | * Application install | Maintaining and Troubleshooting Microsoft Windows, Troubleshoot Microsoft Windows | | * Start or load | Maintaining and Troubleshooting Microsoft Windows, Troubleshoot Microsoft Windows | | * Windows specific printing problems | Supporting Printers, Maintain and Troubleshoot Printers | | * Print spool stalled | Supporting Printers, Maintain and Troubleshoot Printers | | * Incorrect / incompatible driver | Supporting Printers, Maintain and Troubleshoot Printers | | * Hardware related symptoms | Troubleshooting System Components, Troubleshoot Storage Devices
Troubleshooting System Components, Troubleshoot Power Supplies
Troubleshooting System Components, Troubleshoot Memory
Troubleshooting System Components, Troubleshoot CPUs and Cooling Systems
Troubleshooting System Components, Troubleshoot System Boards

Network Technologies, Network Concepts

Installing and Managing Network Connections, Maintain and Troubleshoot Network Connections

Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices

Supporting Printers, Maintain and Troubleshoot Printers | | * Excessive heat | Troubleshooting System Components, Troubleshoot Storage Devices
Troubleshooting System Components, Troubleshoot Power Supplies
Troubleshooting System Components, Troubleshoot Memory
Troubleshooting System Components, Troubleshoot CPUs and Cooling Systems
Troubleshooting System Components, Troubleshoot System Boards

Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices

Supporting Printers, Maintain and Troubleshoot Printers | | * Noise | Troubleshooting System Components, Troubleshoot Storage Devices
Troubleshooting System Components, Troubleshoot Power Supplies

Installing and Managing Network Connections, Maintain and Troubleshoot Network Connections

Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices

Supporting Printers, Maintain and Troubleshoot Printers | | * Odors | Troubleshooting System Components, Troubleshoot Power Supplies
Troubleshooting System Components, Troubleshoot CPUs and Cooling Systems
Troubleshooting System Components, Troubleshoot System Boards
>
Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices

Supporting Printers, Maintain and Troubleshoot Printers | | * Status light indicators | Network Technologies, Network Concepts | | * Alerts | Troubleshooting System Components, Troubleshoot Storage Devices
Troubleshooting System Components, Troubleshoot Power Supplies
Troubleshooting System Components, Troubleshoot Memory
Troubleshooting System Components, Troubleshoot CPUs and Cooling Systems
Troubleshooting System Components, Troubleshoot System Boards

Network Technologies, Network Concepts

Installing and Managing Network Connections, Maintain and Troubleshoot Network Connections

Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices

Supporting Printers, Maintain and Troubleshoot Printers | | * Visible damage (e.g. cable, plastic) | Troubleshooting System Components, Troubleshoot Storage Devices
Troubleshooting System Components, Troubleshoot Power Supplies
Troubleshooting System Components, Troubleshoot Memory
Troubleshooting System Components, Troubleshoot CPUs and Cooling Systems
Troubleshooting System Components, Troubleshoot System Boards

Network Technologies, Network Concepts

Installing and Managing Network Connections, Maintain and Troubleshoot Network Connections

Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices

Supporting Printers, Maintain and Troubleshoot Printers | | * Use documentation and resources | PC Technician Professional Best Practices, Perform Preventative Maintenance | | * User / installation manuals | PC Technician Professional Best Practices, Perform Preventative Maintenance | | * Internet / web based | PC Technician Professional Best Practices, Perform Preventative Maintenance | | * Training materials | PC Technician Professional Best Practices, Perform Preventative Maintenance | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 2.3 Given a scenario, determine the troubleshooting methods and tools for printers | * Manage print jobs | Supporting Printers, Maintain and Troubleshoot Printers | Verifying the Printer Installation | * Print spooler | Supporting Printers, Maintain and Troubleshoot Printers | Verifying the Printer Installation | * Printer properties and settings | Supporting Printers, Maintain and Troubleshoot Printers | Verifying the Printer Installation

Troubleshooting Printing Problems | * Print a test page | Supporting Printers, Maintain and Troubleshoot Printers | Verifying the Printer Installation

Troubleshooting Printing Problems | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 2.4 Given a scenario, explain and interpret common laptop issues and determine the appropriate basic troubleshooting method | * Issues | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | Adding Memory to Portable Computing Devices | * Power conditions | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | Adding Memory to Portable Computing Devices | * Video | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | | * Keyboard | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | Adding Memory to Portable Computing Devices | * Pointer | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | | * Stylus | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | | * Wireless card issues | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | | * Methods | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | | * Verify power (e.g. LEDs, swap AC adapter) | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | | * Remove unneeded peripherals | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | | * Plug in external monitor | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | | * Toggle Fn keys or hardware switches | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | | * Check LCD cutoff switch | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | | * Verify backlight functionality and pixilation | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | | * Check switch for built-in WIFI antennas or external antennas | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 2.5 Given a scenario, integrate common preventative maintenance techniques | * Physical inspection | PC Technician Professional Best Practices, Perform Preventative Maintenance | Identifying Environmental Safety Issues | * Updates | Personal Computer Components, System Unit Components

PC Technician Professional Best Practices, Perform Preventative Maintenance

Installing and Configuring Operating Systems, Add Devices to Windows

Maintaining and Troubleshooting Microsoft Windows, Recover Microsoft Windows

Supporting Printers, Printer Components

Maintaining and Troubleshooting Microsoft Windows, Recover Microsoft Windows | | * Driver | PC Technician Professional Best Practices, Perform Preventative Maintenance

Installing and Configuring Operating Systems, Add Devices to Windows

Maintaining and Troubleshooting Microsoft Windows, Troubleshoot Microsoft Windows | | * Firmware | Personal Computer Components, System Unit Components

PC Technician Professional Best Practices, Perform Preventative Maintenance

Supporting Printers, Printer Components

Maintaining and Troubleshooting Microsoft Windows, Recover Microsoft Windows | | * OS | PC Technician Professional Best Practices, Perform Preventative Maintenance

Installing and Configuring Operating Systems, Upgrade Windows

Maintaining and Troubleshooting Microsoft Windows, Troubleshoot Microsoft Windows | | * Security | Personal Computer Security Concepts, Security Fundamentals

Personal Computer Security Concepts, Security Protection Measures

Supporting Personal Computer Security, Install and Configure Security Measures | | * Scheduling preventative maintenance | Operating System Fundamentals, Windows System Management Tools

PC Technician Professional Best Practices, Perform Preventative Maintenance

Troubleshooting System Components, Troubleshoot Storage Devices

Installing and Configuring Operating Systems, Optimize Windows

Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities | | * Defrag | Operating System Fundamentals, Windows System Management Tools

Troubleshooting System Components, Troubleshoot Storage Devices

Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities | | * Scandisk | Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities | | * Check disk | Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities

Maintaining and Troubleshooting Microsoft Windows, Recover Microsoft Windows | | * Startup programs | Installing and Configuring Operating Systems, Install Microsoft Windows | | * Use of appropriate repair tools and cleaning materials | PC Technician Professional Best Practices, Perform Preventative Maintenance | | * Compressed air | PC Technician Professional Best Practices, Perform Preventative Maintenance | Identifying Environmental Safety Issues | * Lint free cloth | PC Technician Professional Best Practices, Perform Preventative Maintenance | Identifying Environmental Safety Issues | * Computer vacuum and compressors | PC Technician Professional Best Practices, Perform Preventative Maintenance | Identifying Environmental Safety Issues | * Power devices | PC Technician Professional Best Practices, Electrical Safety

PC Technician Professional Best Practices, Perform Preventative Maintenance | | * Appropriate source such as power strip, surge protector or UPS | PC Technician Professional Best Practices, Electrical Safety

PC Technician Professional Best Practices, Perform Preventative Maintenance | | * Ensuring proper environment | PC Technician Professional Best Practices, Environmental Safety and Materials Handling

PC Technician Professional Best Practices, Perform Preventative Maintenance | | * Backup procedures | Maintaining and Troubleshooting Microsoft Windows, Back up Microsoft Windows | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | Domain 3.0 Operating Systems and Software | 3.1 Compare and contrast the different Windows Operating Systems and their features Windows 2000, Windows XP 32bit vs. 64bit, Windows Vista 32 bit vs. 64bit | * Side bar, Aero, UAC, minimum system requirements, system limits | Operating System Fundamentals, Windows User Interface Components

Operating System Fundamentals, Windows File System Management

Installing and Configuring Operating Systems, Install Microsoft Windows

Installing and Managing Network Connections, Create Network Connections | | * Windows 2000 and newer - upgrade paths and requirements | Installing and Configuring Operating Systems, Upgrade Windows | | * Terminology (32bit vs. 64bit - x86 vs. x64) | Operating System Fundamentals, Personal Computer Operating Systems | | * Application compatibility, installed program locations (32bit vs. 64bit), | Operating System Fundamentals, Personal Computer Operating Systems

Installing and Configuring Operating Systems, Upgrade Windows | | * Windows compatibility mode | Operating System Fundamentals, Personal Computer Operating Systems | | * User interface, start bar layout | Operating System Fundamentals, Windows User Interface Components | Running the Command Prompt | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 3.2 Given a scenario, demonstrate proper use of user interfaces | * Windows Explorer | Operating System Fundamentals, Windows User Interface Components

Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities | Running the Command Prompt | * My Computer | Operating System Fundamentals, Windows User Interface Components | | * Control Panel | Operating System Fundamentals, Windows User Interface Components

Installing and Configuring Peripheral Components, Install and Configure Input Devices

Maintaining and Troubleshooting Peripheral Components, Maintain and Troubleshoot Input Devices

Installing and Configuring Peripheral Components, Install and Configure Input Devices

Operating System Fundamentals, Windows File System Management

Maintaining and Troubleshooting Microsoft Windows, Back up Microsoft Windows

Maintaining and Troubleshooting Microsoft Windows, Troubleshoot Microsoft Windows | Installing Windows Vista Home

Creating and Managing Local User Accounts

Exploring the Windows Vista Home Interface

Exploring System Management Utilities

Configuring TCP/IP Manually | * Command prompt utilities | Operating System Fundamentals, Windows User Interface Components

Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities

Network Technologies, Internet Technologies

Installing and Managing Network Connections, Create Network Connections

Installing and Managing Network Connections, Maintain and Troubleshoot Network Connections | | * telnet | Network Technologies, Internet Technologies

Installing and Managing Network Connections, Create Network Connections

Installing and Managing Network Connections, Maintain and Troubleshoot Network Connections | Identifying Local Network Characteristics | * ping | Installing and Managing Network Connections, Create Network Connections

Installing and Managing Network Connections, Maintain and Troubleshoot Network Connections | Configuring TCP/IP Manually

Configuring a Web Browser on a Windows Vista Computer | * ipconfig | Installing and Managing Network Connections, Create Network Connections

Installing and Managing Network Connections, Maintain and Troubleshoot Network Connections | Configuring TCP/IP Manually | * Run line utilities | Operating System Fundamentals, Windows User Interface Components

Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities | | * msconfig | Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities | Exploring Disk Management Tools | * msinfo32 | Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities | Exploring Disk Management Tools | * Dxdiag | Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities | | * Cmd | Operating System Fundamentals, Windows User Interface Components

Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities | | * REGEDIT | Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities | Restoring Files and Folders from a Backup | * My Network Places | Operating System Fundamentals, Windows User Interface Components | Configuring a Web Browser on a Windows Vista Computer | * Task bar / systray | Operating System Fundamentals, Windows User Interface Components | Discussing Operating Systems

Examining Folder Management Tools

Exploring Disk Management Tools | * Administrative tools | Operating System Fundamentals, Windows System Management Tools

Installing and Configuring Operating Systems, Optimize Windows

Supporting Personal Computer Security, Install and Configure Security Measures | | * Performance monitor, Event Viewer, Services, Computer Management | Operating System Fundamentals, Windows System Management Tools

PC Technician Professional Best Practices, Tools of the Trade

Installing and Configuring Operating Systems, Optimize Windows

Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities | Exploring NTFS Permissions

Identifying Hardware and Software Tools

Installing Windows Vista Home

Creating a Local Group

Installing Hardware Manually

Exploring Disk Management Tools

Installing and Sharing a Local Printer

Configuring Windows Firewall | * MMC | Operating System Fundamentals, Windows System Management Tools

Installing and Configuring Operating Systems, Optimize Windows | Exploring NTFS Permissions | * Task Manager | Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities | Exploring Disk Management Tools

Creating a Backup Copy of Files and Folders | * Start Menu | Operating System Fundamentals, Windows User Interface Components | Discussing Operating Systems

Examining Folder Management Tools

Exploring Control Panel | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 3.3 Explain the process and steps to install and configure the Windows OS | * File systems | Operating System Fundamentals, Windows File System Management

Installing and Configuring Peripheral Components, Install and Configure Input Devices

Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities

Personal Computer Security Concepts, Security Fundamentals | | * FAT32 vs. NTFS | Operating System Fundamentals, Windows File System Management

Installing and Configuring Peripheral Components, Install and Configure Input Devices

Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities

Personal Computer Security Concepts, Security Fundamentals | | * Directory structures | Operating System Fundamentals, Windows File System Management

Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities | | * Create folders | Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities | | * Navigate directory structures | Maintaining and Troubleshooting Microsoft Windows, Operating System Utilities | | * Files | Operating System Fundamentals, Windows File System Management | | * Creation | Operating System Fundamentals, Windows File System Management | | * Extensions | Operating System Fundamentals, Windows File System Management | | * Attributes | Operating System Fundamentals, Windows File System Management | | * Permissions | Operating System Fundamentals, Windows File System Management | | * Verification of hardware compatibility and minimum requirements | Installing and Configuring Operating Systems, Install Microsoft Windows | | * Installation methods | Installing and Configuring Operating Systems, Install Microsoft Windows | | * Boot media such as CD, floppy or USB | Installing and Configuring Operating Systems, Install Microsoft Windows | | * Network installation | Installing and Configuring Operating Systems, Install Microsoft Windows | | * Install from image | Installing and Configuring Operating Systems, Install Microsoft Windows | | * Recover CD | Maintaining and Troubleshooting Microsoft Windows, Recover Microsoft Windows | | * Factory recovery partition | Maintaining and Troubleshooting Microsoft Windows, Recover Microsoft Windows | | * Operating system installation options | Installing and Configuring Operating Systems, Install Microsoft Windows | Installing Windows Vista Home | * File system type | Installing and Configuring Operating Systems, Install Microsoft Windows | Installing Windows Vista Home | * Network configuration | Installing and Configuring Operating Systems, Install Microsoft Windows | Installing Windows Vista Home | * Repair install | Maintaining and Troubleshooting Microsoft Windows, Recover Microsoft Windows | Recovering the System With Last Known Good Configuration | * Disk preparation order | Installing and Configuring System Components, Install and Configure Storage Devices | | * Format drive | Installing and Configuring System Components, Install and Configure Storage Devices | | * Partition | Installing and Configuring System Components, Install and Configure Storage Devices | | * Start installation | Installing and Configuring Operating Systems, Install Microsoft Windows | | * Device Manager | Operating System Fundamentals, Windows System Management Tools

PC Technician Professional Best Practices, Diagnostics and Troubleshooting

Installing and Configuring Peripheral Components, Install and Configure Adapter Cards

Installing and Configuring Peripheral Components, Install and Configure Multimedia Devices

Installing and Configuring Operating Systems, Add Devices to Windows | Exploring NTFS Permissions

Identifying Hardware and Software Tools

Examining Adapter Cards | * Verify | Installing and Configuring Operating Systems, Add Devices to Windows | Installing Windows Vista Home | * Install and update devices drivers | Installing and Configuring Operating Systems, Add Devices to Windows | Exploring the Windows Vista Home Interface | * Driver signing | Installing and Configuring Operating Systems, Add Devices to Windows | | * User data migration - User State Migration Tool (USMT) | Installing and Configuring Operating Systems, Upgrade Windows | | * Virtual memory | Installing and Configuring Operating Systems, Optimize Windows | | * Configure power management | Installing and Configuring Peripheral Components, Install and Configure Display Devices

Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | * Suspend | Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | * Wake on LAN | Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | * Sleep timers | Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | * Hibernate | Installing and Configuring Peripheral Components, Install and Configure Display Devices

Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | * Standby | Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | * Demonstrate safe removal of peripherals | Troubleshooting System Components, Troubleshoot Storage Devices

Supporting Laptops and Portable Computing Devices, Install and Configure Laptops and Portable Computing Devices | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 3.4 Explain the basics of boot sequences, methods and startup utilities | * Disk boot order / device priority | Personal Computer Components, System Unit Components

Installing and Configuring Peripheral Components, Install and Configure Input Devices

Installing and Configuring Operating Systems, Optimize Windows | | * Types of boot devices (disk, network, USB, other) | Troubleshooting System Components, Troubleshoot Storage Devices

Installing and Configuring Operating Systems, Optimize Windows

Maintaining and Troubleshooting Microsoft Windows, Troubleshoot Microsoft Windows | | * Boot options | Maintaining and Troubleshooting Microsoft Windows, Recover Microsoft Windows | | * Safe mode | Maintaining and Troubleshooting Microsoft Windows, Recover Microsoft Windows | | * Boot to restore point | Maintaining and Troubleshooting Microsoft Windows, Recover Microsoft Windows | | * Recovery options | Maintaining and Troubleshooting Microsoft Windows, Recover Microsoft Windows | | * Automated System Recovery (ASR) | Maintaining and Troubleshooting Microsoft Windows, Recover Microsoft Windows | | * Emergency Repair Disk (ERD) | Maintaining and Troubleshooting Microsoft Windows, Recover Microsoft Windows | | * Recovery console | Maintaining and Troubleshooting Microsoft Windows, Recover Microsoft Windows | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | Domain 4.0 Networking | 4.1 Summarize the basics of networking fundamentals, including technologies, devices and protocols | * Basics of configuring IP addressing and TCP/IP properties (DHCP, DNS) | Network Technologies, Network Communications

Installing and Managing Network Connections, Create Network Connections | | * Bandwidth and latency | Network Technologies, Network Communications | | * Status indicators | Network Technologies, Network Concepts | | * Protocols (TCP/IP, NETBIOS) | Network Technologies, Network Communications | Identifying the Local MAC Address | * Full-duplex, half-duplex | Network Technologies, Network Communications | | * Basics of workgroups and domains | Network Technologies, Network Concepts | Identifying the Local MAC Address | * Common ports: HTTP, FTP, POP, SMTP, TELNET, HTTPS | Network Technologies, Internet Technologies | Identifying Local Network Characteristics | * LAN / WAN | Network Technologies, Network Connectivity | Identifying Local Network Media | * Hub, switch and router | Network Technologies, Network Connectivity | Identifying Local Network Media | * Identify Virtual Private Networks (VPN) | Network Technologies, Network Connectivity | Identifying Local Network Media | * Basics class identification | Network Technologies, Network Communications | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 4.2 Categorize network cables and connectors and their implementations | * Cables | Network Technologies, Network Concepts | | * Plenum / PVC | Network Technologies, Network Concepts | | * UTP (e.g. CAT3, CAT5 / 5e, CAT6) | Network Technologies, Network Concepts | | * STP | Network Technologies, Network Concepts | | * Fiber | Network Technologies, Network Concepts | | * Coaxial cable | Network Technologies, Network Concepts | | * Connectors | Network Technologies, Network Concepts | | * RJ45 | Network Technologies, Network Concepts | | * RJ11 | Network Technologies, Network Concepts | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 4.3 Compare and contrast the different network types | * Broadband | Network Technologies, Network Connectivity | | * DSL | Network Technologies, Network Connectivity | | * Cable | Network Technologies, Network Connectivity | | * Satellite | Network Technologies, Network Connectivity | | * Fiber | Network Technologies, Network Connectivity | | * Dial-up | Network Technologies, Network Connectivity | | * Wireless | Network Technologies, Network Connectivity | | * All 802.11 types | Network Technologies, Network Connectivity | | * WEP | Personal Computer Security Concepts, Wireless Security | | * WPA | Personal Computer Security Concepts, Wireless Security | | * SSID | Network Technologies, Network Connectivity | | * MAC filtering | Personal Computer Security Concepts, Wireless Security | | * DHCP settings | Personal Computer Security Concepts, Wireless Security | | * Bluetooth | Network Technologies, Network Connectivity | | * Cellular | Network Technologies, Network Connectivity | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | Domain 5.0 Networking | 5.1 Explain the basic principles of security concepts and technologies | * Encryption technologies | Personal Computer Security Concepts, Security Protection Measures | Discussing Security Fundamentals | * Data wiping / hard drive destruction / hard drive recycling | Personal Computer Security Concepts, Data and Physical Security | Discussing Security Protection Measures | * Software firewall | Personal Computer Security Concepts, Security Protection Measures

Supporting Personal Computer Security, Install and Configure Security Measures | Discussing Security Fundamentals

Configuring Windows Firewall | * Port security | Personal Computer Security Concepts, Security Protection Measures

Supporting Personal Computer Security, Install and Configure Security Measures | Configuring Windows Firewall | * Exceptions | Personal Computer Security Concepts, Security Protection Measures

Supporting Personal Computer Security, Install and Configure Security Measures | Configuring Windows Firewall | * Authentication technologies | Personal Computer Security Concepts, Security Fundamentals | Discussing Security Fundamentals | * User name | Personal Computer Security Concepts, Security Fundamentals | | * Password | Personal Computer Security Concepts, Security Fundamentals | | * Biometrics | Personal Computer Security Concepts, Security Fundamentals | Discussing Security Fundamentals | * Smart cards | Personal Computer Security Concepts, Security Fundamentals | | * Basics of data sensitivity and data security | Personal Computer Security Concepts, Security Fundamentals | Discussing Security Fundamentals | * Compliance | Personal Computer Security Concepts, Security Fundamentals | | * Classifications | Personal Computer Security Concepts, Security Fundamentals | Discussing Security Fundamentals | * Social engineering | Personal Computer Security Concepts, Social Engineering | Securing Wireless Traffic | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 5.2 Summarize the following security features | * Wireless encryption | Personal Computer Security Concepts, Wireless Security | Discussing Data and Physical Security

Discussing Wireless Security | * WEPx and WPAx | Personal Computer Security Concepts, Wireless Security | Discussing Data and Physical Security

Discussing Wireless Security | * Client configuration (SSID) | Personal Computer Security Concepts, Wireless Security | | * Malicious software protection | Personal Computer Security Concepts, Security Protection Measures | Discussing Security Fundamentals | * Viruses | Personal Computer Security Concepts, Security Protection Measures | Discussing Security Fundamentals | * Trojans | Personal Computer Security Concepts, Security Protection Measures | Discussing Security Fundamentals | * Worms | Personal Computer Security Concepts, Security Protection Measures | Discussing Security Fundamentals | * Spam | Personal Computer Security Concepts, Security Protection Measures | Discussing Security Fundamentals | * Spyware | Personal Computer Security Concepts, Security Protection Measures | Discussing Security Fundamentals | * Adware | Personal Computer Security Concepts, Security Protection Measures | Discussing Security Fundamentals | * Grayware | Personal Computer Security Concepts, Security Protection Measures | Discussing Security Fundamentals | * BIOS Security | Personal Computer Security Concepts, Data and Physical Security

Supporting Personal Computer Security, Maintain and Troubleshoot Security Measures | | * Drive lock | Supporting Personal Computer Security, Maintain and Troubleshoot Security Measures | | * Passwords | Supporting Personal Computer Security, Maintain and Troubleshoot Security Measures | | * Intrusion detection | Supporting Personal Computer Security, Maintain and Troubleshoot Security Measures | | * TPM | Supporting Personal Computer Security, Maintain and Troubleshoot Security Measures | | * Password management / password complexity | Personal Computer Security Concepts, Security Fundamentals | Discussing Security Fundamentals | * Locking workstation | Personal Computer Security Concepts, Data and Physical Security | | * Hardware | Personal Computer Security Concepts, Data and Physical Security | | * Operating system | Personal Computer Security Concepts, Data and Physical Security | | * Biometrics | Personal Computer Security Concepts, Security Fundamentals | | * Fingerprint scanner | Personal Computer Security Concepts, Security Fundamentals | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | Domain 6.0 Operational Procedure | 6.1 Outline the purpose of appropriate safety and environmental procedures and given a scenario apply them | * ESD | PC Technician Professional Best Practices, Electrical Safety | Identifying Hardware and Software Tools | * EMI | PC Technician Professional Best Practices, Electrical Safety

Maintaining and Troubleshooting Peripheral Components, Troubleshoot Display Devices | | * Network interference | PC Technician Professional Best Practices, Electrical Safety | | * Magnets | PC Technician Professional Best Practices, Electrical Safety | | * RFI | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | | * Cordless phone interference | Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | | * Microwaves | Network Technologies, Network Connectivity

Supporting Laptops and Portable Computing Devices, Maintain and Troubleshoot Laptops and Portable Computing Devices | | * Electrical safety | PC Technician Professional Best Practices, Electrical Safety

PC Technician Professional Best Practices, Perform Preventative Maintenance | Identifying Hardware and Software Tools | * CRT | PC Technician Professional Best Practices, Electrical Safety | | * Power supply | PC Technician Professional Best Practices, Electrical Safety | Identifying Hardware and Software Tools | * Inverter | PC Technician Professional Best Practices, Electrical Safety | | * Laser printers | PC Technician Professional Best Practices, Electrical Safety | | * Matching power requirements of equipment with power distribution and UPSs | PC Technician Professional Best Practices, Perform Preventative Maintenance | | * Material Safety Data Sheets (MSDS) | PC Technician Professional Best Practices, Environmental Safety and Materials Handling | Identifying Electrical Safety Issues | * Cable management | PC Technician Professional Best Practices, Electrical Safety

PC Technician Professional Best Practices, Environmental Safety and Materials Handling | Identifying Electrical Safety Issues | * Avoiding trip hazards | PC Technician Professional Best Practices, Environmental Safety and Materials Handling | Identifying Electrical Safety Issues | * Physical safety | PC Technician Professional Best Practices, Environmental Safety and Materials Handling | Identifying Electrical Safety Issues | * Heavy devices | PC Technician Professional Best Practices, Environmental Safety and Materials Handling | | * Hot components | PC Technician Professional Best Practices, Environmental Safety and Materials Handling | | * Environmental - consider proper disposal procedures | PC Technician Professional Best Practices, Environmental Safety and Materials Handling | | |

Exam Objective | A+ Certification Lesson and Topic Reference | A+ Certification Activity Reference | 6.2 Given a scenario, demonstrate the appropriate use of communication skills and professinalism in the workplace. | * Use proper language - avoid jargon, acronyms, slang | PC Technician Professional Best Practices, Professionalism and Communication | Identifying Electrical Safety Issues | * Maintain a positive attitude | PC Technician Professional Best Practices, Professionalism and Communication | Identifying Electrical Safety Issues | * Listen and do not interrupt a customer | PC Technician Professional Best Practices, Diagnostics and Troubleshooting

PC Technician Professional Best Practices, Professionalism and Communication | Using a UPS

Identifying Electrical Safety Issues | * Be culturally sensitive | PC Technician Professional Best Practices, Professionalism and Communication | Identifying Electrical Safety Issues | * Be on time | PC Technician Professional Best Practices, Professionalism and Communication | Identifying Electrical Safety Issues | * If late contact the customer | PC Technician Professional Best Practices, Professionalism and Communication | Identifying Electrical Safety Issues | * Avoid distractions | PC Technician Professional Best Practices, Professionalism and Communication | Identifying Electrical Safety Issues | * Personal calls | PC Technician Professional Best Practices, Professionalism and Communication | Identifying Electrical Safety Issues | * Talking to co-workers while interacting with customers | PC Technician Professional Best Practices, Professionalism and Communication | Identifying Electrical Safety Issues | * Personal interruptions | PC Technician Professional Best Practices, Professionalism and Communication | Identifying Electrical Safety Issues | * Dealing with a difficult customer or situation | PC Technician Professional Best Practices, Professionalism and Communication | Identifying Electrical Safety Issues | * Avoid arguing with customers and/or being defensive | PC Technician Professional Best Practices, Professionalism and Communication | Identifying Electrical Safety Issues | * Do not minimize customers problems | PC Technician Professional Best Practices, Diagnostics and Troubleshooting

PC Technician Professional Best Practices, Professionalism and Communication | Using a UPS

Identifying Electrical Safety Issues | * Avoid being judgmental | PC Technician Professional Best Practices, Professionalism and Communication | Identifying Electrical Safety Issues | * Clarify customer statements | PC Technician Professional Best Practices, Diagnostics and Troubleshooting

PC Technician Professional Best Practices, Professionalism and Communication | Using a UPS

Identifying Electrical Safety Issues | * Ask open-ended questions to narrow the scope of the problem | PC Technician Professional Best Practices, Diagnostics and Troubleshooting

PC Technician Professional Best Practices, Professionalism and Communication | Using a UPS

Identifying Electrical Safety Issues | * Restate the issue or question to verify understanding | PC Technician Professional Best Practices, Diagnostics and Troubleshooting

PC Technician Professional Best Practices, Professionalism and Communication | Using a UPS

Identifying Electrical Safety Issues | * Set and meet expectations / timeline and communicate status with the customer | PC Technician Professional Best Practices, Diagnostics and Troubleshooting

PC Technician Professional Best Practices, Professionalism and Communication | Using a UPS

Identifying Electrical Safety Issues | * Offer different repair / replacement options if applicable | PC Technician Professional Best Practices, Diagnostics and Troubleshooting

PC Technician Professional Best Practices, Professionalism and Communication | Using a UPS

Identifying Electrical Safety Issues | * Provide proper documentation on the services provided | PC Technician Professional Best Practices, Diagnostics and Troubleshooting

PC Technician Professional Best Practices, Professionalism and Communication | Using a UPS

Identifying Electrical Safety Issues | * Follow up with customer / user at a later date to verify satisfaction | PC Technician Professional Best Practices, Diagnostics and Troubleshooting

PC Technician Professional Best Practices, Professionalism and Communication | Using a UPS

Identifying Electrical Safety Issues | * Deal appropriately with customers confidential materials | PC Technician Professional Best Practices, Professionalism and Communication | Identifying Electrical Safety Issues | * Located on computer, desktop, printer, etc. | PC Technician Professional Best Practices, Professionalism and Communication | Identifying Electrical Safety Issues | |

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