IT Essentials

Chapter 1 Introduction to Personal Computer Hardware

Chapter 2 PC Assembly
Chapter 3 Advanced Computer Hardware
Chapter 4 Preventive Maintenance and Troubleshooting
Chapter 5 Networking Concepts
Chapter 6 Applied Networking
Chapter 7 Laptops and Other Mobile Devices
Chapter 8 Printers
Chapter 9 Virtualization and Cloud Computing
Chapter 10 Windows Installation
Chapter 11 Windows Configuration
Chapter 12 Mobile, Linux, and macOS Operating Systems
Chapter 13 Security
Chapter 14 The IT Professional

Section 1.0

Introduction to Personal Computers

Section 1.1

Personal Computers

Section 1.2

PC Components

Section 1.3
 Computer Disassembly

Section 1.4

Summary

Course Index

Chapter 1
Introduction to Personal Computer
Hardware
1.0 Introduction to Personal Computers
1.0.1 Introduction

1.0.1.1 Welcome

1.1 Personal Computers

1.1.1 What is in a Computer?
1.1.1.1 Video Explanation - What's in a Computer?
1.1.2 Electrical and ESD Safety
1.1.2.1 Electrical Safety
1.1.2.2 ESD
1.1.2.3 Check Your Understanding - ESD Characteristics
1.2 PC Components
1.2.1 Case and power supplies
1.2.1.1 Cases
1.2.1.2 Power Supplies
1.2.1.3 Connectors
1.2.1.4 Power Supply Voltage
1.2.1.5 Check Your Understanding - Cases and Power Supplies
1.2.2 Motherboards
1.2.2.1 Motherboards
1.2.2.2 Motherboard Components
1.2.2.3 Motherboard Chipset
1.2.2.4 Motherboard Form Factors
1.2.2.5 Check Your Understanding - Motherboards
1.2.3 CPUs and Cooling Systems
1.2.3.1 What is a CPU?
1.2.3.2 Cooling Systems
1.2.3.3 Check Your Understanding - CPUs and Cooling Systems
1.2.4 Memory
1.2.4.1 Types of Memory
1.2.4.2 Types of ROM
1.2.4.3 Types of RAM
1.2.4.4 Memory Modules
1.2.4.5 Check Your Understanding - Memory
1.2.5 Adapter Cards and Expansion Slots
1.2.5.1 Adapter Cards
1.2.5.2 Check Your Understanding - Adapter Cards and Expansion Slots
1.2.6 Hard disk drives and SSDs
1.2.6.1 Types of Storage Devices
1.2.6.2 Storage Device Interfaces
1.2.6.3 Magnetic Media Storage
1.2.6.4 Semiconductor Storage
1.2.6.5 Check Your Understanding - Data Storage Devices
1.2.7 Optical Storage Devices
1.2.7.1 Types of Optical Storage Devices
1.2.7.2 Check Your Understanding - Types of Optical Media
1.2.8 Ports, Cables, and Adaptors
1.2.8.1 Video Ports and Cables
1.2.8.2 Other Ports and Cables
1.2.8.3 Adapters and Converters
1.2.8.4 Check Your Understanding - Cables and Connectors
1.2.9 Input Devices
1.2.9.1 The Original Input Devices
1.2.9.2 New Input Devices
1.2.9.3 More New Input Devices
1.2.9.4 Most Recent Input Devices
1.2.9.5 Check Your Understanding - Input Devices
1.2.10 Output Devices
1.2.10.1 What are Output Devices?
1.2.10.2 Monitors and Projectors
1.2.10.3 VR and AR Headsets
1.2.10.4 Printers
1.2.10.5 Speakers and Headphones
1.2.10.6 Check Your Understanding - Visual and Auditory Output Device Characteristics
1.3 Computer Disassembly
1.3.1 The Technician’s Toolkit
1.3.1.1 Video Explanation - Technician's Toolkit
1.3.1.2 Check Your Understanding - Technician’s Toolkit
1.3.2 Computer Disassembly
1.3.2.1 Video Demonstration – Computer Disassembly
1.3.2.2 Lab - Disassemble a Computer

1.4 Summary
1.4.1 Conclusion
1.4.1.1 Chapter 1: Introduction to Personal Computer Hardware

Chapter 2
PC Assembly
2.0 Introduction
2.0.1 Introduction

2.0.1.1 Welcome

2.1 Assemble the Computer

2.1.1 General and Fire Safety

2.1.1.1 Video Explanation - General and Fire Safety

2.1.2 Open the Case and Connect the Power Supply

2.1.2.1 Video Demonstration - Install the Power Supply

2.1.2.2 Check Your Understanding – Install the Power Supply

2.1.2.3 Select the Case and Fans

2.1.2.4 Select a Power Supply

2.1.2.5 Lab - Install the Power Supply

2.1.3 Install the Motherboard Components

2.1.3.1 Video Demonstration - Install the CPU

2.1.3.2 Check Your Understanding - Install the CPU

2.1.3.3 Video Demonstration - Install the RAM

2.1.3.4 Check Your Understanding - Install the RAM

2.1.3.5 Video Demonstration - Install the Motherboard

2.1.3.6 Check Your Understanding - Install the Motherboard

2.1.3.7 Select the Motherboard

2.1.3.8 Select the CPU and CPU Cooling

2.1.3.9 Select the RAM

2.1.3.10 Lab - Install the Motherboard in a Computer

2.1.4 Install Internal Drives

2.1.4.1 Video Demonstration - Install the Drives

2.1.4.2 Select Hard Drives

2.1.4.3 Select Optical Drives

2.1.4.4 Install the Hard Drive

2.1.4.5 Install the Optical Drive

2.1.4.6 Check Your Understanding - Installing Drives

2.1.4.7 Lab – Install the Drives

2.1.5 Install the Adapter Cards

2.1.5.1 Video Demonstration - Install the Adapter Cards

2.1.5.2 Select Adapter Cards

2.1.5.3 Other Factors for Adapter Card Selection

2.1.5.4 Install the Adapter Cards

2.1.5.5 Check Your Understanding - Installing Adapter Cards

2.1.5.6 Lab - Install Adapter Card

2.1.6 Select Additional Storage

2.1.6.1 Select a Media Reader

2.1.6.2 Select External Storage

2.1.6.3 Check Your Understanding – Media Cards

2.1.7 Install the Cables

2.1.7.1 Video Demonstration - Connect the Internal Power Cables

2.1.7.2 Check Your Understanding – Identify the Power Connectors

2.1.7.3 Video Demonstration - Connect the Internal Data Cables

2.1.7.4 Lab - Install Internal Cables

2.1.7.5 Video Demonstration - Install the Front Panel Cables

2.1.7.6 Install the Front Panel Cables

2.1.7.7 Checking Your Understanding – Identify the Front Panel Cables

2.1.7.8 Lab - Install the Front Panel Cables

2.1.7.9 Video Demonstration - Complete the Computer Assembly

2.1.7.10 Check Your Understanding – Identify the External Connectors

2.1.7.11 Lab – Complete the Computer Assembly

2.2 Summary
2.2.1 Conclusion

2.2.1.1 Chapter 2: PC Assembly

Chapter 3
Advanced Computer Hardware
3.0 Introduction to Advanced Computer Hardware
3.0.1 Introduction

3.0.1.1 Welcome

3.1 Boot the Computer

3.1.1 POST, BIOS, CMOS and UEFI

3.1.1.1 Video Demonstration - BIOS - UEFI Menus

3.1.1.2 POST

3.1.1.3 BIOS and CMOS

3.1.1.4 UEFI

3.1.1.5 Check Your Understanding - BIOS and UEFI Terminology

3.1.1.6 Lab - Investigate BIOS or UEFI Settings

3.1.2 BIOS/UEFI Configuration

3.1.2.1 Video Demonstration - Configure BIOS - UEFI Settings

3.1.2.2 BIOS and UEFI Security

3.1.2.3 Update the Firmware

3.1.2.4 Check Your Understanding - BIOS and UEFI Configuration Terminology

3.1.2.5 Lab - Search for BIOS or UEFI Firmware Updates

3.1.2.6 Lab - Install Windows

3.1.2.7 Lab - Install Third-Party Software in Windows

3.2 Electrical Power

3.2.1 Wattage and Voltage

3.2.1.1 Wattage and Voltage

3.2.1.2 Power Supply Voltage Setting

3.2.1.3 Lab – Ohm’s Law

3.2.2 Power Fluctuation and Protection

3.2.2.1 Power Fluctuation Types

3.2.2.2 Power Protection Devices

3.2.2.3 Check Your Understanding – Power Fluctuation Terms

3.3 Advanced Computer Functionality

3.3.1 CPU Architectures and Operation

3.3.1.1 CPU Architectures

3.3.1.2 Enhancing CPU Operation

3.3.1.3 Multicore Processors

3.3.1.4 CPU Cooling Mechanisms

3.3.1.5 Check Your Understanding - CPU Architectures and Operation

3.3.2 RAID

3.3.2.1 What Do You Already Know? - RAID

3.3.2.2 RAID Concepts

3.3.2.3 RAID Levels

3.3.2.4 Check Your Understanding – RAID Levels

3.3.3 Ports, Connectors, and Cables

3.3.3.1 Legacy Ports

3.3.3.2 Video and Graphic Ports

3.3.3.3 USB Cables and Connectors

3.3.3.4 SATA Cables and Connectors

3.3.3.5 Twisted Pair Cables and Connectors

3.3.3.6 Coax Cables and Connectors

3.3.3.7 SCSI and IDE Cables and Connectors

3.3.3.8 Check Your Understanding – Identify the External Connectors

3.3.4 Monitors

3.3.4.1 Monitor Characteristics

3.3.4.2 Monitor Terms

3.3.4.3 Display Standards

3.3.4.4 Using Multiple Monitors

3.3.4.5 Check Your Understanding - Monitor Terminology

3.4 Computer Configuration

3.4.1 Upgrade Computer Hardware

3.4.1.1 Motherboard Upgrade

3.4.1.2 Steps to Upgrade a Motherboard

3.4.1.3 CPU Upgrade

3.4.1.4 Storage Device Upgrade

3.4.1.5 Peripheral Upgrades

3.4.1.6 Power Supply Upgrade

3.4.1.7 Lab - Research a Hardware Upgrade

3.4.2 Configurations for Specialized Computers

3.4.2.1 What Do You Already Know? - Configure a CAx Workstation

3.4.2.2 What Do You Already Know? - Configure an Audio Video Editing Workstation

3.4.2.3 What Do You Already Know? - Configure a Virtualization Workstation

3.4.2.4 What Do You Already Know? - Configure a Gaming PC

3.4.2.5 Check Your Understanding - Specialized Computer Component Types

3.4.2.6 Thick and Thin Clients

3.4.2.7 NAS

3.5 Protecting the Environment

3.5.1 Safe Disposal of Equipment and Supplies

3.5.1.1 Safe Disposal Methods

3.5.1.2 Safety Data Sheets

3.5.1.3 Check Your Understanding - Safe Disposal

3.6 Summary
3.6.1 Conclusion

3.6.1.1 Chapter 3: Advanced Computer Hardware

Chapter 4
Preventive Maintenance and Troubleshooting
4.0 Introduction
4.0.1 Welcome

4.0.1.1 Chapter 4: Preventive Maintenance and Troubleshooting

4.1 Preventive Maintenance

4.1.1 PC Preventive Maintenance Overview

4.1.1.1 Benefits to Preventive Maintenance

4.1.1.2 Preventive Maintenance - Dust

4.1.1.3 Preventive Maintenance – Internal Components

4.1.1.4 Preventive Maintenance - Environmental Concerns

4.1.1.5 Preventive Maintenance - Software

4.1.1.6 Check Your Understanding - Preventive Maintenance

4.2 Troubleshooting Process

4.2.1 Troubleshooting Process Steps

4.2.1.1 Introduction to Troubleshooting

4.2.1.2 Troubleshooting Process Steps

4.2.1.3 Identify the Problem

4.2.1.4 Check Your Understanding – Identify the Problem

4.2.1.5 Establish a Theory of Probable Cause

4.2.1.6 Test the Theory to Determine the Cause

4.2.1.7 Establish a Plan of Action to Resolve the Problem and Implement the Solution

4.2.1.8 Verify Full Functionality and, If Applicable, Implement Preventive Measures

4.2.1.9 Document Findings, Actions, and Outcomes

4.2.1.10 Check Your Understanding - Number the Steps

4.2.2 Common Problems and Solutions for PCs

4.2.2.1 PC Common Problems and Solutions

4.2.2.2 Common Problems and Solutions for Storage Devices

4.2.2.3 Common Problems and Solutions for Motherboards and Internal Components

4.2.2.4 Common Problems and Solutions for Power Supplies

4.2.2.5 Common Problems and Solutions for CPUs and Memory

4.2.2.6 Common Problems and Solutions for Displays

4.2.3 Apply Troubleshooting Process to Computer Components and Peripherals

4.2.3.1 Personal Reference Tools

4.2.3.2 Internet Reference Tools

4.2.3.3 Check Your Understanding – Reference Tools

4.2.3.4 Advanced Problems and Solutions for Hardware

4.2.3.5 Lab – Use a Multimeter and a Power Supply Tester

4.2.3.6 Lab – Troubleshoot Hardware Problems

4.3 Summary
4.3.1 Conclusion

4.3.1.1 Chapter 4: Preventive Maintenance and Troubleshooting

Chapter 5
Networking Concepts
5.0 Introduction
5.0.1 Welcome

5.0.1.1 Chapter 5: Networking Concepts

5.1 Network Components and Types

5.1.1 Types of Networks

5.1.1.1 Network Icons

5.1.1.2 Network Topologies and Description

5.1.1.3 Check Your Understanding - Types of Networks

5.1.2 Internet Connection Types

5.1.2.1 Brief History of Connection Technologies

5.1.2.2 DSL, Cable, and Fiber

5.1.2.3 Line of Sight Wireless Internet Service

5.1.2.4 Satellite

5.1.2.5 Cellular

5.1.2.6 Mobile Hotspot and Tethering

5.1.2.7 Check Your Understanding - Internet Connection Types

5.2 Networking Protocols, Standards, and Services

5.2.1 Transport Layer Protocols

5.2.1.1 Video Explanation - Transport Layer Protocols

5.2.1.2 Activity - Transport Layer Protocols

5.2.1.3 The TCP/IP Model

5.2.1.4 TCP

5.2.1.5 UDP

5.2.1.6 Check Your Understanding - Transport Layer Protocols

5.2.2 Application Port Numbers

5.2.2.1 Video Explanation - Application Port Numbers

5.2.2.2 Classify Application Port Numbers

5.2.2.3 Check Your Understanding - Application Port Numbers

5.2.3 Wireless Protocols

5.2.3.1 WLAN Protocols

5.2.3.2 Bluetooth, NFC, and RFID

5.2.3.3 Zigbee and Z-Wave

5.2.3.4 Cellular Generations

5.2.3.5 Check Your Understanding - Wireless Protocols

5.2.4 Network Services

5.2.4.1 Video Explanation - Network Services

5.2.4.2 Client - Server Roles

5.2.4.3 DHCP Server

5.2.4.4 DNS Server

5.2.4.5 Print Server

5.2.4.6 File Server

5.2.4.7 Web Server

5.2.4.8 Mail Server

5.2.4.9 Proxy Server

5.2.4.10 Authentication Server

5.2.4.11 Syslog Server

5.2.4.12 Check Your Understanding - Network Services

5.3 Network Devices

5.3.1 Basic Network Devices

5.3.1.1 Video Explanation - Basic Network Devices

5.3.1.2 Network Interface Card

5.3.1.3 Repeaters, Bridges, and Hubs

5.3.1.4 Switches

5.3.1.5 Wireless Access Points

5.3.1.6 Routers

5.3.1.7 Check Your Understanding - Basic Network Devices

5.3.2 Security Devices

5.3.2.1 Video Explanation - Security Devices

5.3.2.2 Firewalls

5.3.2.3 IDS and IPS

5.3.2.4 UTMs

5.3.2.5 Endpoint Management Server

5.3.2.6 Check Your Understanding - Security Devices

5.3.3 Other Network Devices

5.3.3.1 Legacy and Embedded Systems

5.3.3.2 Patch Panel

5.3.3.3 Power over Ethernet and Ethernet over Power

5.3.3.4 Cloud-based Network Controller

5.3.3.5 Check Your Understanding - Other Network Devices

5.4 Network Cables

5.4.1 Network Tools

5.4.1.1 Video Explanation - Network Cable Tools

5.4.1.2 Network Tools and Descriptions

5.4.1.3 Check Your Understanding - Network Tools

5.4.2 Copper Cables and Connectors

5.4.2.1 Cable Types

5.4.2.2 Coaxial Cables

5.4.2.3 Twisted-Pair Cables

5.4.2.4 Twisted-Pair Category Ratings

5.4.2.5 Twisted-Pair Wire Schemes

5.4.2.6 Activity - Cable Pinouts

5.4.2.7 Video Demonstration - Build and Test a Network Cable

5.4.2.8 Lab - Build and Test a Network Cable

5.4.3 Fiber Cables and Connectors

5.4.3.1 Fiber-Optic Cables

5.4.3.2 Types of Fiber Media

5.4.3.3 Fiber-Optic Connectors

5.4.3.4 Check Your Understanding - Fiber Cables and Connectors

5.5 Summary
5.5.1 Conclusion

5.5.1.1 Chapter 5: Network Concepts

Chapter 6
Applied Networking
6.0 Introduction
6.0.1 Welcome

6.0.1.1 Chapter 6: Applied Networking

6.1 Device to Network Connection

6.1.1 Network Addressing

6.1.1.1 Video Explanation - MAC Addressing

6.1.1.2 Video Explanation - IPv4 Addressing

6.1.1.3 Video Explanation - IPv6 Addressing

6.1.1.4 Two Network Addresses

6.1.1.5 Displaying the Addresses

6.1.1.6 IPv4 Address Format

6.1.1.7 IPv6 Address Formats

6.1.1.8 Static Addressing

6.1.1.9 Dynamic Addressing

6.1.1.10 Link-local IPv4 and IPv6 Addresses

6.1.1.11 Check Your Understanding - Network Addressing

6.1.2 Configure a NIC

6.1.2.1 Packet Tracer - Add Computers to an Existing Network

6.1.2.2 Network Design

6.1.2.3 Selecting a NIC

6.1.2.4 Installing and Updating a NIC

6.1.2.5 Configure a NIC

6.1.2.6 ICMP

6.1.2.7 Lab - Configure a NIC to Use DHCP in Windows

6.1.3 Configure a Wired and Wireless Network

6.1.3.1 Video Explanation - Configure a Wired and Wireless Network

6.1.3.2 Connecting Wired Devices to the Internet

6.1.3.3 Logging in to the Router

6.1.3.4 Basic Network Setup

6.1.3.5 Basic Wireless Settings

6.1.3.6 Configure a Wireless Mesh Network

6.1.3.7 NAT for IPv4

6.1.3.8 Quality of Service

6.1.3.9 Packet Tracer - Connect to a Wireless Network

6.1.3.10 Lab - Configure a Wireless Network

6.1.4 Firewall Settings

6.1.4.1 Video Explanation - Firewall Settings

6.1.4.2 UPnP

6.1.4.3 DMZ

6.1.4.4 Port Forwarding

6.1.4.5 MAC Address Filtering

6.1.4.6 Whitelisting and Blacklisting

6.1.4.7 Packet Tracer - Configure Firewall Settings

6.1.4.8 Lab - Configure Firewall Settings

6.1.5 IoT Device Configuration

6.1.5.1 Internet of Things

6.1.5.2 IoT Devices in Packet Tracer

6.1.5.3 Packet Tracer - Control IoT Devices

6.2 Basic Troubleshooting Process for Networks

6.2.1 Applying the Troubleshooting Process to

6.2.1.1 The Six Steps of the Troubleshooting Process

6.2.1.2 Identify the Problem

6.2.1.3 Establish a Theory of Probable Cause

6.2.1.4 Test the Theory to Determine the Cause

6.2.1.5 Establish a Plan of Action to Resolve the Problem and Implement the Solution
6.2.1.6 Verify Full Functionality and, If Applicable, Implement Preventive Measures

6.2.1.7 Document Findings, Actions, and Outcomes

6.2.1.8 Check Your Understanding - Network Troubleshooting Process

6.2.2 Network Problems and Solutions

6.2.2.1 Common Problems and Solutions for Networking

6.2.2.2 Advanced Problems and Solutions for Network Connections

6.2.2.3 Advanced Problems and Solutions for FTP and Secure Internet Connections

6.2.2.4 Advanced Problems and Solutions Using Network Tools

6.2.2.5 Lab - Troubleshoot Network Problems

6.3 Summary
6.3.1 Conclusion

6.3.1.1 Chapter 6: Applied Networking

Chapter 7
Laptops and Other Mobile Devices
7.0 Introduction
7.0.1 Welcome

7.0.1.1 Laptops and Other Mobile Devices

7.1 Characteristics of laptops and other mobile devices

7.1.1 Mobile Device Overview

7.1.1.1 What Do You Already Know? - Mobile Devices

7.1.1.2 Mobility

7.1.1.3 Laptops
7.1.1.4 Smartphone Characteristics

7.1.1.5 Smartphone Features

7.1.1.6 Tablets and E-Readers

7.1.1.7 Wearables: Smartwatches and Fitness Trackers

7.1.1.8 Wearables: Augmented and Virtual Realities

7.1.1.9 Check Your Understanding - Laptops and Other Mobile Devices

7.1.1.10 Lab – Mobile Device Information

7.1.2 Laptop Components

7.1.2.1 Video Explanation – External Features Unique to Laptops

7.1.2.2 Video Explanation - Common Input Devices and LEDs in Laptops

7.1.2.3 Motherboards

7.1.2.4 Internal Components

7.1.2.5 Check Your Understanding - External Laptop components

7.1.2.6 Special function keys

7.1.2.7 Video Explanation – Docking Station Versus Port Replicator

7.1.2.8 Lab - Research Docking Stations and Port Replicators

7.1.3 Laptop Display Components

7.1.3.1 LCD, LED, and OLED Displays

7.1.3.2 Laptop Display Features

7.1.3.3 Backlights and Inverters

7.1.3.4 Check Your Understanding – Laptop Display Components

7.1.3.5 Wi-Fi Antenna Connectors

7.1.3.6 Webcam and Microphone

7.2 Laptop Configuration
7.2.1 Power Settings Configuration

7.2.1.1 Power Management

7.2.1.2 Managing ACPI Settings in the BIOS

7.2.1.3 Check Your Understanding – Match ACPI Standards

7.2.1.4 Video Demonstration – Managing Laptop Power Options

7.2.2 Wireless Configuration

7.2.2.1 Bluetooth

7.2.2.2 Bluetooth Laptop Connections

7.2.2.3 Video Demonstration – Bluetooth Configuration

7.2.2.4 Cellular WAN

7.2.2.5 Wi-Fi

7.2.2.6 Video Demonstration – Wi-Fi Configuration

7.2.2.7 Check Your Understanding- Wireless Configuration

7.3 Laptop Hardware and Component Installation and

Configuration
7.3.1 Expansion Slots

7.3.1.1 Expansion Cards

7.3.1.2 Flash Memory

7.3.1.3 Smart Card Reader

7.3.1.4 SODIMM Memory

7.3.1.5 Video Demonstration - Install SODIMM

7.3.1.6 Check Your Understanding – Expansion Modules

7.3.2 Replacing Laptop Components

7.3.2.1 Overview of Hardware Replacement

7.3.2.2 Video Demonstration - Keyboard Replacement

7.3.2.3 Video Demonstration - Screen Replacement

7.3.2.4 Lab - Research Laptop Screens

7.3.2.5 Power

7.3.2.6 Video Demonstration - DC Jack Replacement

7.3.2.7 Lab - Research Laptop Batteries

7.3.2.8 Internal Storage and Optical Drive

7.3.2.9 Video Demonstration - Internal Storage and Optical Drive Replacement

7.3.2.10 Lab – Research Laptop Drives

7.3.2.11 Video Demonstration - Wireless Card Replacement

7.3.2.12 Video Demonstration - Speakers Replacement

7.3.2.13 Video Demonstration - CPU Replacement

7.3.2.14 Video Demonstration - Motherboard Replacement

7.3.2.15 Video Demonstration - Plastic Frames

7.3.2.16 Check Your Understanding - Replacing Laptop Components

7.4 Other Mobile Device Hardware Overview

7.4.1 Other Mobile Device Hardware

7.4.1.1 Cell Phone Parts

7.4.1.2 Wired connectivity

7.4.1.3 Wireless Connections and Shared Internet Connections

7.4.1.4 Check Your Understanding – Identify Connection Types

7.4.2 Specialty Mobile Devices

7.4.2.1 Wearable Devices

7.4.2.2 Specialty Devices

7.5 Network Connectivity and Email

7.5.1 Wireless and Cellular Data Networks

7.5.1.1 Wireless Data Networks

7.5.1.2 Lab - Mobile Wi-Fi

7.5.1.3 Cellular Communication Standards

7.5.1.4 Airplane Mode

7.5.1.5 Hotspot

7.5.1.6 Check Your Understanding - Wireless Technology

7.5.2 Bluetooth

7.5.2.1 Bluetooth for Mobile Devices

7.5.2.2 Bluetooth Pairing

7.5.3 Configuring Email

7.5.3.1 Introduction to Email

7.5.3.2 Activity - Matching Email Protocols

7.5.3.3 Android Email Configuration

7.5.3.4 iOS Email Configuration

7.5.3.5 Internet Email

7.5.4 Mobile Device Synchronization

7.5.4.1 Types of Data to Synchronize

7.5.4.2 Enabling Synchronization

7.5.4.3 Synchronization Connection Types

7.6 Preventive Maintenance for Laptops and other Mobile

Devices
7.6.1 Scheduled Maintenance for Laptops and other Mobile Devices

7.6.1.1 What Do You Already Know? - Preventive Maintenance

7.6.1.2 The Reason for Maintenance

7.6.1.3 Laptop Preventive Maintenance Program

7.6.1.4 Mobile Device Preventive Maintenance Program

7.7 Basic Troubleshooting Process for Laptops and other

Mobile Devices
7.7.1 Applying the Troubleshooting Process to Laptops and other Mobile Devices

7.7.1.1 The Six Steps of the Troubleshooting Process

7.7.1.2 Identify the problem

7.7.1.3 Establish a theory of probable cause

7.7.1.4 Test the Theory to Determine Cause

7.7.1.5 Establish a Plan of Action to Resolve the Problem and Implement the Solution

7.7.1.6 Verify Full System Functionality and if Applicable, Implement Preventative

Measures

7.7.1.7 Document Findings, Actions, and Outcomes

7.7.2 Common Problems and Solutions for Laptops and Other Mobile Devices

7.7.2.1 Identify Common Problems and Solutions

7.7.2.2 Common Problems and Solutions for Laptops

7.7.2.3 Common Problems and Solutions for Other Mobile Devices

7.7.2.4 Lab - Research Laptop Specifications

7.7.2.5 Lab - Gather Information from the Customer

7.7.2.6 Lab - Investigate Support Websites

7.8 Summary
7.8.1 Conclusion

7.8.1.1 Chapter 7: Laptops and Other Mobile Devices

Chapter 8
Printers
8.0 Introduction
8.0.1 Welcome

8.0.1.1 Printers

8.1 Common Printer Features

8.1.1 Characteristics and Capabilities

8.1.1.1 Characteristics of Printers

8.1.1.2 Printer Speed, Quality, and Color

8.1.1.3 Reliability and Total Cost of Ownership

8.1.1.4 Automatic Document Feeder

8.1.1.5 Check Your Understanding - Printer Capabilities and Characteristics

8.1.2 Printer Connections

8.1.2.1 Printer Connection Types

8.1.2.2 Check Your Understanding - Printer Connections

8.2 Printer Type Comparison

8.2.1 Inkjet Printers
8.2.1.1 Inkjet Printer Characteristics

8.2.1.2 Inkjet Printer Parts

8.2.1.3 Check Your Understanding - Inkjet Printers

8.2.2 Laser Printers

8.2.2.1 Laser Printer Characteristics

8.2.2.2 Laser Printer Parts

8.2.2.3 Check Your Understanding - Laser Printers

8.2.3 Laser Printing Process

8.2.3.1 How Laser Printing Works

8.2.3.2 Check Your Understanding - The Laser Printing Process

8.2.4 Thermal Printers and Impact Printers

8.2.4.1 Thermal Printer Characteristics

8.2.4.2 Impact Printer Characteristics

8.2.4.3 Check Your Understanding - Thermal Printers and Impact Printers

8.2.5 Virtual Printers

8.2.5.1 Virtual Printer Characteristics

8.2.5.2 Cloud Printing

8.2.5.3 Check Your Understanding - Virtual Printers

8.2.6 3D Printers

8.2.6.1 3D Printer Characteristics

8.2.6.2 3D Printer Parts

8.2.6.3 Check Your Understanding - 3D Printers

8.3 Installing and Configuring Printers

8.3.1 Installing and Updating a Printer

8.3.1.1 Installing a Printer

8.3.1.2 Test Printer Functions

8.3.1.3 Lab - Install a Printer in Windows

8.3.2 Configuring Options and Default Settings

8.3.2.1 Common Configuration Settings

8.3.2.2 Check Your Understanding - Configuration Options

8.3.3 Optimizing Printer Performance

8.3.3.1 Software Optimization

8.3.3.2 Hardware Optimization

8.3.3.3 Check Your Understanding - Printer Optimization

8.4 Sharing Printers

8.4.1 Operating System Settings for Sharing Printers

8.4.1.1 Configuring Printer Sharing

8.4.1.2 Wireless Printer Connections

8.4.1.3 Lab - Share a Printer in Windows

8.4.2 Print Servers

8.4.2.1 Purposes of Print Servers

8.4.2.2 Software Print Servers

8.4.2.3 Hardware Print Servers

8.4.2.4 Dedicated Print Servers

8.4.2.5 Check Your Understanding - Print Servers

8.5 Maintaining and Troubleshooting Printers

8.5.1 Printer Preventive Maintenance

8.5.1.1 Vendor Guidelines

8.5.1.2 What Do You Already Know? Printer Operating Environment

8.5.2 Inkjet Printer Preventive Maintenance

8.5.2.1 Video Demonstration - Inkjet Printer Preventive Maintenance

8.5.2.2 Lab - Perform Preventive Maintenance on an Inkjet Printer

8.5.3 Laser Printer Preventive Maintenance

8.5.3.1 Video Demonstration - Laser Printer Preventive Maintenance

8.5.3.2 Lab - Perform Preventive Maintenance on a Laser Printer

8.5.4 Thermal Printer Preventive Maintenance

8.5.4.1 Preventive Maintenance on a Thermal Printer

8.5.4.2 Check Your Understanding - Thermal Printer Preventive Maintenance

8.5.5 Impact Printer Preventive Maintenance

8.5.5.1 Preventive Maintenance of an Impact Printer

8.5.5.2 Check Your Understanding - Impact Printer Preventive Maintenance

8.5.6 3D Printer Preventive Maintenance

8.5.6.1 Video Demonstration - 3D Printer Preventive Maintenance

8.5.6.2 Video Demonstration - 3D Printer Printing a Component

8.5.7 Applying the Troubleshooting Process to Printers

8.5.7.1 The Six Steps of the Troubleshooting Process

8.5.7.2 Identify the Problem

8.5.7.3 Establish a Theory of Probable Cause

8.5.7.4 Test the Theory to Determine Cause

8.5.7.5 Establish a Plan of Action to Resolve the Problem and Implement the Solution

8.5.7.6 Verify Full System Functionality and, if Applicable, Implement Preventive

Measures

8.5.7.7 Document Findings, Actions, and Outcomes.

8.5.8 Problems and Solutions

8.5.8.1 Identify Printer Problems and Solutions

8.5.8.2 Common Problems and Solutions for Printers

8.5.8.3 Advanced Problems and Solutions for Printers

8.6 Chapter Summary

8.6.1 Conclusion

8.6.1.1 Chapter 8: Printers

Chapter 9
Virtualization and Cloud Computing
9.0 Introduction
9.0.1 Introduction

9.0.1.1 Welcome

9.1 Virtualization
9.1.1 Virtualization

9.1.1.1 Video Explanation - What is the Cloud?

9.1.1.2 Cloud Computing and Virtualization

9.1.1.3 Traditional Server Deployment

9.1.1.4 Server Virtualization

9.1.1.5 Advantages of Server Virtualization

9.1.1.6 Check Your Understanding - Match the Advantages of Virtualization

9.1.2 Client-Side Virtualization

9.1.2.1 Client-Side Virtualization

9.1.2.2 Type 1 and Type 2 Hypervisors

9.1.2.3 Virtual Machine Requirements

9.1.2.4 Check Your Understanding - Virtualization Terminology

9.1.2.5 Lab - Install Linux in a Virtual Machine and Explore the GUI

9.2 Cloud Computing

9.2.1 Cloud Computing Applications

9.2.1.1 How We Use the Cloud

9.2.2 Cloud Services

9.2.2.1 Cloud Services

9.2.2.2 What Do You Already Know? - Cloud Models

9.2.2.3 Check Your Understanding - Cloud Service and Cloud Model Terminology

9.2.2.4 Cloud Computing Characteristics

9.2.2.5 Check Your Understanding - Match the Cloud Characteristics

9.3 Summary
9.3.1 Conclusion

9.3.1.1 Chapter 9: Virtualization and Cloud Computing

Chapter 10
Windows Installation
10.0 Introduction
10.0.1 Welcome

10.0.1.1 Windows Installation

10.1 Modern Operating Systems

10.1.1 Operating System Features

10.1.1.1 Terms

10.1.1.2 Basic Functions of an Operating System

10.1.1.3 Windows Operating Systems

10.1.1.4 Check Your Understanding - Windows Terminology

10.1.2 Customer Requirements for an Operating System

10.1.2.1 Compatible System Software and Hardware Requirements

10.1.2.2 Minimum Hardware Requirements and Compatibility with OS

10.1.2.3 32-bit vs. 64-bit Processor Architecture

10.1.2.4 What Do You Already Know? Choosing a Windows Edition

10.1.2.5 Check Your Understanding – Choosing an Operating System

10.1.3 Operating System Upgrades

10.1.3.1 Checking OS Compatibility

10.1.3.2 Windows OS Upgrades

10.1.3.3 Data Migration

10.1.3.4 Check Your Understanding - OS Upgrades

10.2 Disk Management

10.2.1 Disk Management
10.2.1.1 Storage Device Types

10.2.1.2 Hard Drive Partitioning

10.2.1.3 Partitions and Logical Drives

10.2.1.4 Check Your Understanding - Disk Terminology

10.2.1.5 File Systems

10.2.1.6 Video Demonstration - Disk Management Utility and Disk Partitioning

10.2.1.7 Video Demonstration - Multiboot Procedures

10.2.1.8 Lab - Create a Partition in Windows

10.3 Installation and Boot Sequence

10.3.1 Basic Windows Installation

10.3.1.1 Lab - Windows Installation

10.3.1.2 Account Creation

10.3.1.3 Finalize the Installation

10.3.1.4 Lab - Finalize the Windows Installation

10.3.2 Custom Installation Options

10.3.2.1 Disk Cloning

10.3.2.2 Other Installation Methods

10.3.2.3 Remote Network Installation

10.3.2.4 Unattended Network Installation

10.3.2.5 Video Demonstration - Windows Restore and Recovery

10.3.2.6 Recovery Partition

10.3.2.7 Upgrade Methods

10.3.2.8 Check your Understanding– Identify OS Installation Terminology

10.3.3 Windows Boot Sequence

10.3.3.1 Windows Boot Sequence

10.3.3.2 Windows 7 Startup Modes

10.3.3.3 Windows 8 and10 Startup Modes

10.3.3.4 Check Your Understanding - Windows Boot Sequence

10.4 Summary
10.4.1 Conclusion

10.4.1.1 Chapter 10: Windows Installation

Chapter 11
Windows Configuration
11.0 Introduction
11.0.1 Welcome

11.0.1.1 Chapter 11: Windows Configuration

11.1 Windows Desktop and File Explorer

11.1.1 Comparing Windows Versions

11.1.1.1 Windows Versions

11.1.1.2 Windows 7

11.1.1.3 Windows 8

11.1.1.4 Windows 8.1

11.1.1.5 Windows 10

11.1.1.6 Check Your Understanding - Windows Versions

11.1.2 The Windows Desktop

11.1.2.1 The Windows 7 Desktop

11.1.2.2 The Windows 8 Desktop

11.1.2.3 The Windows 8.1 Desktop

11.1.2.4 Personalizing the Windows Desktop

11.1.2.5 Video Demonstration - The Windows 10 Desktop

11.1.2.6 The Windows 10 Start Menu

11.1.2.7 The Windows 8.1 and 8.0 Start Menu

11.1.2.8 The Windows 7 Start Menu

11.1.2.9 The Taskbar

11.1.2.10 Lab - Explore the Windows Desktop

11.1.2.11 Check Your Understanding - Identify Elements of the Windows Desktop

11.1.3 Windows Task Manager

11.1.3.1 Video Demonstration - Working With Task Manager

11.1.3.2 Windows 10 Task Manager Functions

11.1.3.3 Task Manager in Windows 7

11.1.3.4 Lab - Work with Task Manager

11.1.3.5 Check Your Understanding - Compare Task Manager in Windows 7 and 10

11.1.4 Windows File Explorer

11.1.4.1 File Explorer

11.1.4.2 Video Demonstration - Working with File Explorer

11.1.4.3 This PC

11.1.4.4 Run as Administrator

11.1.4.5 Windows Libraries

11.1.4.6 Directory Structures

11.1.4.7 User and System File Locations

11.1.4.8 File Extensions

11.1.4.9 File Attributes

11.1.4.10 Video Demonstration - File and Folder Properties

11.1.4.11 Lab - Working with File Explorer

11.1.4.12 Check Your Understanding - File Explorer

11.2 Configure Windows with Control Panels

11.2.1 Control Panel Utilities

11.2.1.1 Windows 10: Settings and Control Panels

11.2.1.2 Introduction to Control Panel

11.2.1.3 Control Panel Views

11.2.1.4 Define Control Panel Categories

11.2.1.5 Lab - Explore Control Panel Categories

11.2.1.6 Check Your Understanding - Control Panel Categories

11.2.2 User and Account Control Panel Items

11.2.2.1 User Accounts

11.2.2.2 User Account Control Settings

11.2.2.3 Lab - User Accounts

11.2.2.4 Credential Manager

11.2.2.5 Sync Center

11.2.2.6 Check Your Understanding - User and Account Control Panels

11.2.3 Network and Internet Control Panels

11.2.3.1 Network Settings

11.2.3.2 Internet Options

11.2.3.3 Network and Sharing Center

11.2.3.4 HomeGroup

11.2.3.5 Lab - Configure Browser Settings

11.2.3.6 Check Your Understanding - Network and Internet Control Panel

11.2.4 Display Settings and Control Panel

11.2.4.1 Display Settings and Configuration

11.2.4.2 Display Features

11.2.4.3 Check Your Understanding - Display Features

11.2.5 Power and System Control Panels

11.2.5.1 Power Options

11.2.5.2 Power Options Settings

11.2.5.3 Power Options Actions

11.2.5.4 Check Your Understanding - Power Options

11.2.5.5 System Control Panel Item

11.2.5.6 System Properties

11.2.5.7 Increasing Performance

11.2.5.8 Lab - Manage Virtual Memory

11.2.5.9 Check Your Understanding - Power Options and System Properties

11.2.6 Hardware and Sound Control Panels

11.2.6.1 Device Manager

11.2.6.2 Lab - Use Device Manager

11.2.6.3 Devices and Printers

11.2.6.4 Sound

11.2.6.5 Check Your Understanding - Device Manager Alerts

11.2.7 Clock, Region, and Language

11.2.7.1 Clock

11.2.7.2 Region

11.2.7.3 Language

11.2.7.4 Lab - Region and Language Options

11.2.7.5 Check Your Understanding - Clock, Region, and Language

11.2.8 Programs and Features Control Panels

11.2.8.1 Programs

11.2.8.2 Windows Features and Updates

11.2.8.3 Default Programs

11.2.8.4 Check Your Understanding - Programs and Features

11.2.9 Other Control Panels

11.2.9.1 Troubleshooting

11.2.9.2 BitLocker Drive Encryption

11.2.9.3 File Explorer and Folder Options

11.2.9.4 Check Your Understanding - Other Control Panels

11.3 System Administration

11.3.1 Administrative Tools

11.3.1.1 Administrative Tools Control Panel Item

11.3.1.2 Computer Management

11.3.1.3 Event Viewer

11.3.1.4 Local Users and Groups

11.3.1.5 Performance Monitor

11.3.1.6 Component Services and Data Sources

11.3.1.7 Services

11.3.1.8 Data Sources

11.3.1.9 Print Management

11.3.1.10 Windows Memory Diagnostics

11.3.1.11 Lab - Monitor and Manage System Resources

11.3.1.12 Check Your Understanding - Administrative Tools

11.3.2 System Utilities

11.3.2.1 System Information

11.3.2.2 System Configuration

11.3.2.3 The Registry

11.3.2.4 Regedit

11.3.2.5 Microsoft Management Console

11.3.2.6 DxDiag

11.3.2.7 Lab - System Utilities

11.3.2.8 Lab - Manage System Files

11.3.2.9 Check Your Understanding - System Utilities

11.3.3 Disk Management

11.3.3.1 What Do You Already Know? - Disk Operations

11.3.3.2 Disk Management Utility

11.3.3.3 Drive Status

11.3.3.4 Mounting a Drive

11.3.3.5 Adding Arrays

11.3.3.6 Disk Optimization

11.3.3.7 Disk Error - Checking

11.3.3.8 Lab - Hard Drive Maintenance

11.3.3.9 Check Your Understanding - Disk Management

11.3.4 Application Installation and Configuration

11.3.4.1 System Requirements

11.3.4.2 Installation Methods

11.3.4.3 Installing an Application

11.3.4.4 Compatibility Mode

11.3.4.5 Uninstalling or Changing a Program

11.3.4.6 Lab - Install Third-Party Software

11.3.4.7 Security Considerations

11.3.4.8 Check Your Understanding - Application Installation and Configuration

11.4 Command-Line Tools

11.4.1 Using Windows CLI

11.4.1.1 PowerShell

11.4.1.2 The Command Shell

11.4.1.3 Basic Commands

11.4.1.4 Video Demonstration - Managing CLI Sessions

11.4.1.5 Lab - Work in the Windows Command Shell

11.4.1.6 Check Your Understanding - Basic Command Line Commands

11.4.2 File System CLI Commands

11.4.2.1 Command Syntax Conventions

11.4.2.2 File System Navigation

11.4.2.3 File System Navigation - Commands

11.4.2.4 Video Demonstration - Working with Files and Folders

11.4.2.5 Manipulating Folders - Commands

11.4.2.6 Manipulating Files - Commands

11.4.2.7 Lab - File System Commands

11.4.2.8 Check Your Understanding - File System CLI Commands

11.4.3 Disk CLI Commands

11.4.3.1 Disk Operations - Commands

11.4.3.2 Lab - Disk CLI Commands

11.4.3.3 Check Your Understanding - Disk Operations Commands

11.4.4 Task and System CLI Commands

11.4.4.1 System CLI Commands

11.4.4.2 Lab - Task and System CLI Commands

11.4.4.3 Check Your Understanding - Task and System Commands

11.4.5 Other Useful CLI Commands

11.4.5.1 Other Useful Commands

11.4.5.2 Running System Utilities

11.4.5.3 Lab - Other Useful Commands

11.4.5.4 Check Your Understanding - Other Useful CLI Commands

11.5 Windows Networking
11.5.1 Network Sharing and Mapping Drives

11.5.1.1 Domain and Workgroup

11.5.1.2 Homegroup

11.5.1.3 Video Demonstration – Connecting to a Workgroup or Domain

11.5.1.4 Network Shares and Mapping Drives

11.5.1.5 Administrative Shares

11.5.2 Sharing Local Resources with Others

11.5.2.1 Sharing Local Resources

11.5.2.2 Printer Sharing vs. Network Printer Mapping

11.5.2.3 Video Demonstration – Sharing Files and Folders on a Local Network

11.5.2.4 Lab - Share Resources

11.5.3 Configure a Wired Network Connection

11.5.3.1 Configuring Wired Network Interfaces in Windows 10

11.5.3.2 Configuring a Wired NIC

11.5.3.3 Setting a Network Profile

11.5.3.4 Verify Connectivity with the Windows GUI

11.5.3.5 ipconfig Command

11.5.3.6 Network CLI Commands

11.5.3.7 Video Demonstration - Network Testing and Verification with CLI Commands

11.5.4 Configure a Wireless Network Interfaces in Windows

11.5.4.1 Wireless Settings

11.5.4.2 Lab - Connect and Test the Wireless Connection

11.5.5 Remote Access Protocols

11.5.5.1 VPN Access in Windows

11.5.5.2 Telnet and SSH

11.5.5.3 Packet Tracer - Use Telnet and SSH

11.5.6 Remote Desktop and Assistance

11.5.6.1 Video Demonstration – Remote Desktop and Remote Assistance

11.5.6.2 Lab - Windows Remote Desktop and Assistance

11.5.6.3 Check Your Understanding – Remote Desktop and Assistance

11.6 Common Preventive Maintenance Techniques for

Operating Systems
11.6.1 OS Preventive Maintenance Plan

11.6.1.1 Preventive Maintenance Plan Contents

11.6.1.2 Lab - Manage the Startup Folder

11.6.1.3 Windows Updates

11.6.1.4 Video Demonstration – Scheduling Tasks

11.6.1.5 Lab - Schedule a Task using the GUI and the Command Line

11.6.2 Backup and Restore

11.6.2.1 Restore Points

11.6.2.2 Hard Drive Backup

11.6.2.3 Video Demonstration – Back up and Restore

11.6.2.4 Lab - System Restore and Hard Drive Backup

11.7 Basic Troubleshooting Process for Windows Operating

Systems
11.7.1 Applying Troubleshooting Process to Windows Operating Systems

11.7.1.1 The Six Steps of the Troubleshooting Proce

11.7.1.2 Identify the Problem

11.7.1.3 Establish a Theory of Probable Cause

11.7.1.4 Test the Theory to Determine the Cause

11.7.1.5 Establish a Plan of Action to Resolve the Problem and Implement the Solution

11.7.1.6 Verify Full System Functionality and if Applicable Implement Preventive

Measures

11.7.1.7 Document Findings, Actions, and Outcomes

11.7.2 Common Problems and Solutions for Windows Operating Systems

11.7.2.1 Common Problems and Solutions for Windows Operating Systems

11.7.3 Advanced Troubleshooting for Windows Operating Systems

11.7.3.1 Advanced Problems and Solutions for Windows Operating Systems

11.7.3.2 Lab - Troubleshoot Operating System Problems

11.8 Summary
11.8.1 Conclusion

11.8.1.1 Chapter 11: Windows Configuration

Chapter 12
Mobile, Linux, and macOS Operating
Systems
12.0 Introduction
12.0.1 Welcome

12.0.1.1 Chapter 12: Mobile, Linux, and OSX Operating Systems

12.1 Mobile Operating Systems
12.1.1 Android vs. iOS

12.1.1.1 Open Source vs. Closed Source

12.1.1.2 Applications and Content Sources

12.1.1.3 Check Your Understanding - Compare Android and iOS

12.1.2 Android Touch Interface

12.1.2.1 Home Screen Items

12.1.2.2 Lab - Working with Android

12.1.3 iOS Touch Interface

12.1.3.1 Home Screen Items

12.1.3.2 Lab - Working with iOS

12.1.4 Common Mobile Device Features

12.1.4.1 Screen Orientation

12.1.4.2 Screen Calibration

12.1.4.3 GPS

12.1.4.4 Lab - Mobile Device Features

12.1.4.5 Wi-Fi Calling

12.1.4.6 NFC Payment

12.1.4.7 Virtual Private Network

12.1.4.8 Virtual Assistants

12.2 Methods for Securing Mobile Devices

12.2.1 Screen Locks and Biometric Authentication

12.2.1.1 What Do You Already Know? – Locks

12.2.1.2 Lab – Passcode Locks

12.2.1.3 Restrictions on Failed Login Attempts

12.2.1.4 Check your Understanding - Screen Locks and Biometric Authentication

12.2.2 Cloud-Enabled Services for Mobile Devices

12.2.2.1 Remote Backup

12.2.2.2 Locator Applications

12.2.2.3 Remote Lock and Remote Wipe

12.2.2.4 Check Your Understanding – Cloud-Enabled Services for Mobile Devices

12.2.3 Software Security

12.2.3.1 Antivirus

12.2.3.2 Rooting and Jailbreaking

12.2.3.3 Patching and Updating Operating Systems

12.2.3.4 Check Your Understanding – Mobile Security Features

12.3 Linux and macOS Operating Systems

12.3.1 Linux and macOS tools and features

12.3.1.1 Introduction to Linux and macOS Operating Systems

12.3.1.2 Overview of Linux GUI

12.3.1.3 Overview macOS GUI

12.3.1.4 Overview of Linux and macOS CLI

12.3.1.5 Linux Backup and Recovery

12.3.1.6 macOS Backup and Recovery

12.3.1.7 Overview of Disk Utilities

12.3.1.8 Check your understanding – Linux and macOS Operating Systems

12.3.2 Linux and macOS Best Practices

12.3.2.1 Scheduled Tasks

12.3.2.2 Operating System Updates

12.3.2.3 Security

12.3.2.4 Check Your Understanding – Linux and macOS Best Practices

12.3.3 Basic CLI Commands

12.3.3.1 Syntax Checker - File and Directory Commands

12.3.3.2 Check Your Understanding - File and Directory commands

12.3.3.3 The ls -l command output

12.3.3.4 Basic Unix File and Directory Permissions

12.3.3.5 Syntax Checker: File and Directory Permissions

12.3.3.6 Check Your Understanding - File and Directory Permission

12.3.3.7 Linux Administrative Commands

12.3.3.8 Linux Administrative Commands Requiring Root Access

12.3.3.9 Check Your Understanding: -Administrative Commands

12.3.3.10 Syntax Checker - File Ownership and Permission

12.4 Basic Troubleshooting Process for Mobile, Linux, and

macOS Operating Systems
12.4.1 Applying the Troubleshooting Process to Mobile, Linux, and macOS
Operating Systems

12.4.1.1 The Six Steps of the Troubleshooting Process

12.4.1.2 Identify the Problem

12.4.1.3 Establish a theory of Probable Cause

12.4.1.4 Test the Theory to Determine the Cause

12.4.1.5 Establish a Plan of Action to Resolve the Problem and Implement the Solution

12.4.1.6 Verify Full System Functionality and if Applicable, Implement Preventive

Measures

12.4.1.7 Document Findings, Actions, and Outcomes.

12.4.2 Common Problems and Solutions for Other Operating Systems

12.4.2.1 Common Problems and Solutions for Mobile Operating Systems

12.4.2.2 Common Problems and Solutions for Mobile OS Security

12.4.2.3 Common Problems and Solutions for Linux and macOS Operating Systems

12.4.2.4 Lab - Troubleshoot Mobile Devices

12.5 Summary
12.5.1 Conclusion

12.5.1.1 Chapter 12: Mobile, Linux, and macOS

Chapter 13
Security
13.0 Introduction
13.0.1 Welcome

13.0.1.1 Chapter 13: Security

13.1 Security Threats

13.1.1 Malware

13.1.1.1 Malware

13.1.1.2 What Do You Already Know? - Malware

13.1.1.3 Viruses and Trojan Horses

13.1.1.4 Types of Malware

13.1.1.5 Check Your Understanding - Malware

13.1.2 Preventing Malware

13.1.2.1 Anti-Malware Programs

13.1.2.2 Signature File Updates

13.1.2.3 Video Explanation – Protecting Against Malware

13.1.2.4 Remediating Infected Systems

13.1.2.5 Video Explanation - Remediating an Infected System

13.1.2.6 Check Your Understanding - Preventing Malware

13.1.3 Network Attacks

13.1.3.1 Networks Are Targets

13.1.3.2 Types of TCP/IP Attacks

13.1.3.3 Check Your Understanding – Identify the TCP/IP Attack

13.1.3.4 Zero-Day

13.1.3.5 Protecting Against Network Attacks

13.1.4 Social Engineering Attacks

13.1.4.1 Social Engineering

13.1.4.2 What Do You Already Know? - Social Engineering Techniques

13.1.4.3 Social Engineering Techniques

13.1.4.4 Protecting Against Social Engineering

13.1.4.5 Check Your Understanding - Personal and Corporate Social Engineering

Techniques

13.2 Security Procedures

13.2.1 Security Policy

13.2.1.1 What is a Security Policy

13.2.1.2 Security Policy Category

13.2.1.3 Securing Devices and Data

13.2.2 Protecting Physical Equipment

13.2.2.1 Physical Security

13.2.2.2 Types of Secure Locks

13.2.2.3 Mantraps

13.2.2.4 Securing Computers and Network Hardware

13.2.2.5 Check Your Understanding - Locking Mechanisms

13.2.3 Protecting Data

13.2.3.1 Data - Your Greatest Asset

13.2.3.2 Data Backups

13.2.3.3 File and Folder Permissions

13.2.3.4 File and Folder Encryption

13.2.3.5 Windows BitLocker and BitLocker To Go

13.2.3.6 Video Demonstration - Bitlocker and Bitlocker To Go

13.2.3.7 Lab - Bitlocker and Bitlocker To Go

13.2.4 Data Destruction

13.2.4.1 Data Wiping Magnetic Media

13.2.4.2 Data Wiping Other Media

13.2.4.3 Hard Drive Recycling and Destruction

13.2.4.4 Check Your Understanding - Data Protection

13.3 Securing Windows Workstations
13.3.1 Securing a Workstation

13.3.1.1 Securing a Computer

13.3.1.2 Securing BIOS

13.3.1.3 Securing Windows Login

13.3.1.4 Local Password Management

13.3.1.5 Usernames and Passwords

13.3.1.6 Check your Understanding - Secure a Workstation

13.3.2 Windows Local Security Policy

13.3.2.1 The Windows Local Security Policy

13.3.2.2 Account Policies Security Settings

13.3.2.3 Local Policies Security Settings

13.3.2.4 Exporting the Local Security Policy

13.3.2.5 Lab - Configure Windows Local Security Policy

13.3.2.6 Check Your Understanding- Local Security Policy

13.3.3 Managing Users and Groups

13.3.3.1 Maintaining Accounts

13.3.3.2 Managing Users Account Tools and User Account Tasks

13.3.3.3 Local Users and Groups Manager

13.3.3.4 Managing Groups

13.3.3.5 Active Directory Users and Computers

13.3.3.6 Lab - Configure Users and Groups in Windows

13.3.3.7 Check your Understanding - User Account Tools and User Account Tasks
13.3.4 Windows Firewall

13.3.4.1 Firewalls

13.3.4.2 Software Firewalls

13.3.4.3 Windows Firewall

13.3.4.4 Configuring Exceptions in Windows Firewall

13.3.4.5 Windows Firewall with Advanced Security

13.3.4.6 Lab - Configure Windows Firewall

13.3.4.7 Check your Understanding - Windows Firewall

13.3.5 Web Security

13.3.5.1 Web Security

13.3.5.2 InPrivate Browsing

13.3.5.3 Pop-up Blocker

13.3.5.4 SmartScreen Filter

13.3.5.5 ActiveX Filtering

13.3.5.6 Check Your Understanding – Web Security

13.3.6 Security Maintenance

13.3.6.1 Restrictive Settings

13.3.6.2 Disable Auto-Play

13.3.6.3 Operating System Service Packs and Security Patches

13.3.6.4 Check your Understanding - Security Maintenance

13.4 Wireless Security

13.4.1 Configure Wireless Security

13.4.1.1 What Do You Already Know? - Wireless Security

13.4.1.2 Common Communication Encryption Types

13.4.1.3 Wi-Fi Configuration Best Practices

13.4.1.4 Authentication Methods

13.4.1.5 Wireless Security Modes

13.4.1.6 Firmware Updates

13.4.1.7 Firewalls

13.4.1.8 Port Forwarding and Port Triggering

13.4.1.9 Universal Plug and Play

13.4.1.10 Packet Tracer - Configure Wireless Security

13.5 Basic Troubleshooting Process for Security

13.5.1 Applying the Troubleshooting Process to Security

13.5.1.1 The Six Steps of the Troubleshooting Process

13.5.1.2 Identify the Problem

13.5.1.3 Establish a Theory of Probable Cause

13.5.1.4 Test the Theory to Determine Cause

13.5.1.5 Establish a Plan of Action to Resolve the Problem and Implement the Solution

13.5.1.6 Verify Full System Functionality and, If Applicable Implement Preventive

Measures

13.5.1.7 Document Findings, Actions, and Outcomes

13.5.2 Common Problems and Solutions for Security

13.5.2.1 Common Problems and Solutions for Security

13.5.2.2 Lab - Document Customer Information in a Work Order

13.6 Summary
13.6.1 Conclusion

13.6.1.1 Chapter 13: Security

Chapter 14
The IT Professional
14.0 Introduction
14.0.1 Welcome

14.0.1.1 Chapter 14: The IT Professional

14.1 Communication Skills and the IT Professional

14.1.1 Communication Skills, Troubleshooting, and Professional Behavior

14.1.1.1 Relationship Between Communication Skills and Troubleshooting

14.1.1.2 Lab - Technician Resources

14.1.1.3 Relationship Between Communication Skills and Professional Behavior

14.1.2 Working with a Customer

14.1.2.1 Know, Relate, and Understand

14.1.2.2 Active Listening

14.1.2.3 Check Your Understanding - Closed-Ended and Open-Ended Questions

14.1.2.4 Video Demonstration - Active Listening and Summarizing

14.1.3 Professional Behavior

14.1.3.1 Using Professional Behavior with the Customer

14.1.3.2 Tips for Hold and Transfer

14.1.3.3 Video Demonstration - Hold and Transfer

14.1.3.4 What Do You Already Know? - Netiquette

14.1.4 The Customer Call

14.1.4.1 Keeping the Customer Call Focused

14.1.4.2 Video Demonstration - The Talkative Customer

14.1.4.3 Video Demonstration – The Rude Customer

14.1.4.4 Video Demonstration – The Knowledgeable Customer

14.1.4.5 Video Demonstration – The Angry Customer

14.1.4.6 Video Demonstration – The Inexperienced Customer

14.2 Operational Procedures

14.2.1 Documentation

14.2.1.1 Documentation Overview

14.2.1.2 IT Department Documentation

14.2.1.3 Regulatory Compliance Requirements

14.2.1.4 Check Your Understanding - Documentation

14.2.2 Change Management

14.2.2.1 Change Control Process

14.2.3 Disaster Prevention and Recovery

14.2.3.1 Disaster Recovery Overview

14.2.3.2 Preventing Downtime and Data Loss

14.2.3.3 Elements of a Disaster Recovery Plan

14.2.3.4 Check Your Understanding – Disaster Recovery

14.3 Ethical and Legal Considerations

14.3.1 Ethical and Legal Considerations in the IT Profession

14.3.1.1 Ethical and Legal Considerations in IT

14.3.1.2 Personal Identifiable Information (PII)

14.3.1.3 Payment Card Industry (PCI)

14.3.1.4 Protected Health Information (PHI)

14.3.1.5 Lab - Investigate Breaches of PII, PHI, PCI

14.3.1.6 Legal Considerations in IT

14.3.1.7 Licensing

14.3.1.8 Check Your Understanding - Licensing

14.3.2 Legal Procedures Overview

14.3.2.1 Computer Forensics

14.3.2.2 Data Collected in Computer Forensics

14.3.2.3 Cyber Law

14.3.2.4 First Response

14.3.2.5 Documentation

14.3.2.6 Chain of Custody

14.3.2.7 Check Your Understanding - Legal Procedures Overview

14.4 Call Center Technicians

14.4.1 Call Centers, Level One and Level Two Technicians

14.4.1.1 Call Centers

14.4.1.2 Level One Technician Responsibilities

14.4.1.3 Level Two Technician Responsibilities

14.4.1.4 Lab - Remote Technician - Fix a Hardware Problem

14.4.1.5 Lab - Remote Technician - Fix an Operating System Problem

14.4.1.6 Lab - Remote Technician - Fix a Network Problem

14.4.1.7 Lab - Remote Technician - Fix a Security Problem

14.4.2 Basic Scripting and the IT Professional

14.4.2.1 Script Examples

14.4.2.2 Scripting Languages

14.4.2.3 Basic Script Commands

14.4.2.4 Variables / Environmental Variables

14.4.2.5 Conditional Statements

14.4.2.6 Loops

14.4.2.7 Lab - Write Basic Scripts in Windows and Linux

14.5 Summary
14.5.1 Conclusion

14.5.1.1 Chapter 14: The IT Professional