A+ Core 2 Concepts

T/F: When speaking to a customer, you should be an active listener which includes clarifying comments

T/F: When speaking to a customer, you should be an active listener which includes clarifying comments

True

T/F: When speaking to a customer, you should maintain a positive attitude, use proper language, be culturally sensitive, and use appropriate professional titles

True

T/F: When speaking to a customer, it is fair to be defensive or argue when they are wrong

False

T/F: When working on a customer’s setup, it is not okay to post pictures about the experience on social media nor go through any of their personal data

True

T/F: It is important that you set and meet expectations with your customer

True

What are three things you should do after working with a client?

1. Follow up to verify satisfaction

2. Document service provided

3. Offer different repair/ replacement options

What should you wear while working with a client?

Professional appearance and attire

T/F: When working with customers, it’s important to avoid the following: distractions, dismissing their problems, and being judgmental

True

Fire Extinguisher C

Electrical Fire

What do you need to wear in compliance w/ gov regulations to protect your eyes?

Safety Goggles

What do you need to wear in compliance w/ gov regulations to breathe safely?

Air Filtration Mask

What should you do when you buy new device components?

Properly unbox, handle and store

Tools to prevent ESD

ESD Mats and Bands

Anti-static Bag

Bag that prevents static build up for components (what components like the motherboard are normally packaged in)

Kernel

Handles Memory Management, core of OS

Process ID

Identifier for each program in memory

Device Manager

Shows all drivers in system

Storage

File Explorer (Windows)

Networking

Networking and Sharing Center

Processes

Running Programs initiated by the user

Super user/ administrator

Special account that can modify other accounts/set permissions

Window’s Super User

Administrator

Mac/Linux Super User

Root

Domain

Server that runs Windows Server, enables single-sign on

Domain Controller

Has a set of username and passwords

Gets you on Windows domain for Mac

File and Print Sharing

Gets you on Windows Domain for Linux

Samba

Windows 11 Features

1. Widgets

2. Made Teams Default

3. Requires 2x RAM and TPM module 2.0

4. Microsoft Store Upgrade

5. Auto High Dynamic Range

Windows 10 Features

1. Live Tiles

2. Allows Local Accounts

3. Less Strict Hardware Requirements

Dock

Mac’s Taskbar

Apple Menu

Contains System Wide Settings

Application Menu

Universal Control

Allows mouse in MAC to control the iPAD

Mission Control

High-level overview of all windows, desktop spaces, open applications (like alt-tab for Mac)

Gestures

Mac feature that allows you to click, tap, pinch, or swipe for other features

Distro

Linux distribution

GNOME

Linux Desktop Environment

Ubuntu

Linux Distribution

Cinnamon

Linux Desktop Environment

KDE

Linux Desktop Environment

Linux Mint

Linux Distribution

Linux vs Mac/Windows OS

Linux is not an OS, it’s just the kernel of the OS

Power Spike

Providing too much voltage

Power Sag

Providing not enough voltage

What a power spike can cause

Surge

What a power sag can cause

Brown out

Surge Protector

Eats big power spikes (protects USBs, ethernet cabling, landlines)

• Only eats one, then becomes a normal power strip

Uninterruptible Power Supply

Stops sags and spikes

• provides backup power

• enough time to safely shut down when power goes out

Where is boot order set up?

BIOS

Swap partition

Serves as swap memory, overflow space for RAM

Recovery partition

Special partition used to restore system to factory settings

Partition process

Create then mount

:A-Z

How Windows shows partition

Directory

How Mac/Linux shows partition

LBA 0

Holds MBR

LBA 1

Holds GPT

GUID

128 bit unique value

Fragmentation

When a file is saved in multiple blocks in different locations on the disk [normally due to files being deleted and causing the file to be saved in very different addresses in the FAT]

When use NTFS

Mass storage

When use exFAT

Smaller storage (like USB flash drives) [Removes data structures for more space]

ext

Extended File System [Linux’s premier file system]

NTFS

Window’s default file system

What does NTFS support

compression, encryption, folder/file security

Dynamic disk

(Unique to Windows) allows you to shrink or expand disk capabilities

Spanned Volume

Takes two disks and has a volume use both

Why is a spanned volume bad?

Makes you have two points of failure

When is a spanned volume used

May be used temporarily when one drive is full and you’re trying to optimize the files in there

Striped Drive

Two drives acting as one (Raid 0)

Mirrored Drive

Same copy on both drives (Raid 1)

T/F: Hard to make dynamic drives, but reverting to basic drive is very easy and causes no data loss

False

Windows 10 RAM requirements

1 GB (32 bit) 2 GB (64 bit)

Are Windows 10 Home Domain Features Enabled?

No

Are Windows 10 Home Remote Desktop Features Enabled?

No

Are Windows 10 Home Group Policy Features Enabled?

No

Are Windows 10 Home BitLocker Features Enabled?

No

Are Windows 10 Home Long-Term Serving Branch Features Enabled?

No

Are Windows 10 Pro Domain Features Enabled?

Yes

Are Windows 10 Pro RDP Features Enabled?

Yes

Are Windows 10 Pro Group Policy Features Enabled?

Yes

Are Windows 10 Pro BitLocker Features Enabled?

Yes

Are Windows 10 Pro Long-Term Serving Branch Features Enabled?

No

T/F: Windows 10 Pro and Windows 10 Pro for Workstations have the same features enabled

True

Are Windows 10 Enterprise Domain Features Enabled?

Yes

Are Windows 10 Enterprise RDP Features Enabled?

Yes

Are Windows 10 Enterprise Group Policy Features Enabled?

Yes

Are Windows 10 Enterprise BitLocker Features Enabled?

Yes

Are Windows 10 Enterprise Long-Term Serving Branch Features Enabled?

Yes

winver

Allows you to see what edition and version of Windows you are using

Windows 11 hardware requirements

UEFI, Secure boot, and TPM 2.0

Windows 11 setup requirements

Internet connection

Zero trust OS

Every action/user needs to be verified every step of the way

Windows 11 RAM requirements

4GB

Windows 11 CPU requirements

1 GHz, 2 cores

Does Windows 11 Home enable Domain?

No

Does Windows 11 Home enable RDP?

No

Does Windows 11 Home enable Group Policy?

No

Does Windows 11 Home enable Onedrive for Business?

No

Does Windows 11 Home enable Bitlocker

No

Does Windows 11 Home enable Long-Term Serving Channel

No

Does Windows 11 Pro enable Domain?

Yes