CIST 1122 Midterm

You have responded to a call from a customer who is having problems with his computer. After troubleshooting the problem, you discover the switch on the power strip was off. After switching it on, all of the components and their functionality return to normal. Which of the following is the BEST way to explain the solution to the customer?

"I found this power strip switch in the off position. Now that it's on, it looks like everything is working. It appears as though that was the problem. Can you confirm that the problem has been resolved?"

Jeannette's workstation is overheating. She decides to open the workstation and clean any accumulated dust to see if it helps with the overheating issue. Which of the following can Jeannette safely do to remove dust? (Select two.)

1. Use a special vacuum to clean dust from all hardware components. 2. Use short bursts of compressed air to clean delicate components.

While it takes 3,000 volts or more of ESD before you can feel it, it takes very little ESD to damage a computer component. What is the minimum ESD volt discharge that can actually damage a component?

10 volts

To prevent ESD when replacing internal computer components, you attach an anti-static wrist strap to your wrist. Where should the other end be fastened? (Select two.)

Anti-static mat Metal area on the computer case

While on a service call at a customer site, you are discussing the problem with the customer when your cell phone rings. You check the caller ID, and you see that the call is related to parts you ordered for another customer. Which of the following is the MOST professional way to handle the situation?

Ask the customer if it is okay to take the call, and then step into the hallway to briefly talk on the phone.

As you arrive on-site to fix an issue, you are met by a frantic employee who immediately details how critical the issue is and how important it is to fix it as quickly as possible. Having seen this same issue many times, you say to the customer, "Stop worrying. I know what I'm doing." Which of the following professionalism principles are you failing to follow?

Avoid dismissing customer problems.

You are an IT technician for your company. A coworker calls your department and asks for help fixing his malfunctioning internal Blu-ray drive, which he installed himself. When you arrive, you unplug and then open the employee's computer. As you begin to examine his computer, the employee begins to describe the steps he has taken to install and troubleshoot the issue on his own. You examine all of the connectors and discover that the employee forgot to connect the Blu-ray drive's power cable. Your initial thought is, "How stupid can this guy be?" but you restrain from making any comments. At that moment, another coworker calls your cell phone. The ringing of the phone distracts your thoughts, and while the owner of the computer is still explaining the troubleshooting steps already completed, you quickly connect the power to the device and close the computer. A quick test determines that the device is now working. Which of the following professionalism principles is the technician failing to follow? (Select two.)

Avoiding being judgmental Actively listening

Which part of the change management process specifies how you will return affected systems to their original state if your implementation fails?

Backout plan

You are filling out a change order form. Toward its end, you explain how you will return affected hardware and software to its original state if the change fails. What is this plan called?

Backout plan

Your company provides testing services that help customers identify and resolve performance issues with their software and e-commerce sites before they go live. To perform accurate testing, a large number of computers are required, sometimes numbering in the hundreds. Recently, you have noticed that the lights in the testing lab seem dimmer than normal and sometimes flicker. Which of the following electrical terms BEST describes the condition you are most likely experiencing?

Brownout

Which of the following devices can store large amounts of electricity, even when unplugged?

CRT monitor

As a PC technician you know you will be late to an appointment with a customer. Which of the following actions should you take? (Select two.)

Contact the customer and apologize. Give a realistic timeframe for your arrival.

Who needs to approve a change before it is initiated? (Select two.)

Customer Change board

As you arrive on-site at a customer's place of business, you go to the front desk and ask for the manager of the IT department. The manager greets you and tells you to use their first name, which is Robin. Robin then escorts you to the printer, which is jammed. After you fix the printer, the existing print job completes. As the paper comes out, you notice that one of them is marked confidential and has to do with an upcoming merger. You find Robin and say, "Robin, your printer is fixed and working perfectly." Robin then escorts you off the premises. When you get home that evening, you tell your spouse about the merger document you saw. The next day, you call Robin to verify that the printer is still functioning properly. Which of the following professionalism principles did you fail to to follow?

Deal with confidential materials appropriately.

Katy is a IT engineer who is responsible for maintaining the environment in her company data center in San Francisco. While swapping motherboards in a server in the data center, she notices that the original motherboard is showing signs of corrosion. Which of the following is the BEST solution to resolve the corrosion issue?

Decrease the humidity in the data center.

Timothy works in the graphic arts departments and has received approval to upgrade his video card. The card has arrived, and you are ready to begin the upgrade by replacing the old video card with the new one in his workstation. To ensure your personal safety, which of the following should you do FIRST?

Disconnect power.

To improve the safety of your location and comply with regulations regarding work environments with hazardous materials, you have been assigned to assemble Material Safety Data Sheets (MSDS) for all chemicals used in your shop. How should you obtain these documents?

Download them from the chemical manufacturer's websites.

You work for a store that sells and repairs computers. Due to the room's layout, while repairing computers, you must walk from one side of the carpeted room to the other frequently. Which of the following would BEST protect you from static electricity buildup?

ESD wrist strap

A user asks you to perform a task that you do not know how to do and is not in the scope of your job duties. What is the BEST way to respond to this situation?

Explain to the user that this is not a task you can perform, but you will do your best to contact someone who can perform the task.

Your U.S.-based company has recently purchased an old office building where employees are being assigned to work. As you are setting up the employees' desktop computers, you come to one location where the nearest wall outlet has only two prongs. All of the metal-enclosed desktop computers have three-prong cords. Which of the following is the BEST way to proceed with that particular desktop computer?

Find a different outlet that uses three prongs.

What method is used to ensure proper ventilation in a server room?

Hot and cold aisles

As a systems engineer for a large retail corporation, you have filled out a change order form to replace the laptop computers that sales reps use on the road with business tablets that are much more durable, provide both touch and keyboard options, and are more portable and easier to use when working with clients. The request has been forwarded to the change board, which is reviewing the change order form with you. One of the board members asks if this change will impact plans to move more of the business online to reach customers directly. Which of the following questions does the board member really want answered?

How does this change fit with company's current strategic focus?

Which of the following is a myth regarding electrostatic discharge (ESD)?

If you can't feel ESD, the surge is not sufficient to harm computer components.

You are the PC technician for a company. An employee has gone to a meeting while you fix the computer in her office. She accidentally left a report open next to her computer. It states that a friend of yours in accounting will be submitted for review if their poor work performance continues. Which of the following is the BEST action to take?

Ignore the paper and tell no one of its contents.

Which of the following device types should be plugged into a surge-protected-only outlet on a UPS unit and not a battery backup outlet?

Laser printer

A new laptop was delivered to your home and left on the porch while you were at work. It is very cold outside, and you don't know how long it has been there. You unpack the laptop. You would like to know if it is working properly.

Let the laptop warm up to room temperature before turning it on.

You are a system administrator for a financial institution. Most of your employees work at home and have various work environments. One of your account managers is complaining that customer data is disappearing from her account management application. She insists that she saves data regularly and has not had a problem until recently. Her workstation has both a solid-state drive (SSD) and a traditional hard drive. She runs the application from the SSD drive, but stores the customer data on the hard drive. She has recently moved her desk to a room in her house that is used for entertainment. The room has a sound system with several installed speakers for surround sound. Which of the following types of interference might be causing the issue with disappearing customer data?

Magnetic fields

Which of the following are common tools used to physically clean the inside of a computer? (Select two.)

Natural bristle brush Compressed air

Which of the following features should you look for when selecting a vacuum cleaner for your cleaning kit? (Select two.)

Non-static generation Blows as well as vacuums

Which of the following components require special disposal procedures to comply with environmental guidelines?

Notebook battery

Which documents are generally finished and approved before a project begins? (Select three.)

Project plan Risk Assessment Budget

Besides protecting a computer from under-voltages, a typical UPS also performs which other actions? (Select two.)

Protects from over-voltages Conditions the power signal

You work for a company that provides payroll automation software to its clients. You are creating a program that will automate payroll tasks for small businesses with few employees. You are on track to meet your deadline for the project, and you anticipate having a lot of money leftover in the project budget. Mid-project, you receive a call from the human resources manager at MakeStuff, a company that will use the small-business payroll software. The manager informs you that MakeStuff has decided to offer its employees a 401k investment option and asks whether the small-business payroll program can automatically manage 401k investments. Currently, the project plan does not include that function, but you believe making the addition would be valuable to your business. You are worried about requesting permission to add this functionality for two reasons. First, the deadline for this project is very close, and it cannot be moved. Second, you have created software that automates flexible savings account management, but you haven't automated 401k investments before, and you know they are more complicated. You must fill out a change order form to request this change. Select the best option for each portion of the form. Purpose of Change

Purpose of change- to provide every client using the software Scope of change- add 401k management to the payroll Plan for change- request to hire contractors could result in going Backout plan- back up the program and data before

Which part of the change management process asks how the project will align with the organization's current mission and strategy?

Purpose of the change

Arrange the standard change order form information on the left in its standard presentation order on the right. (Not every answer will be used.)

Purpose of the change Scope of the change Risk analysis Backout plan

Which of the following is true about RFI?

RFI is caused by nearby devices, such as cordless phones or microwave ovens.

What is the BEST way to dispose of printer cartridges?

Return them to the manufacturer for recycling.

Which section of a change order form would include the desired outcomes of a project?

Scope of change

You are the PC technician for a company. You received the following email from an employee: My email doesn't work. I keep getting email sent back to me, and I can't find any of my old emails. I don't think that the email program has ever worked well. When you arrive at the employee's desk, you observe how the employee accomplishes normal email tasks. You quickly determine that the problem is not with the email program, but that the employee needs to learn how to use the program. You have several high-priority tasks that need to be completed by the end of the day. What is the BEST way for you to respond?

Set an appointment to train the employee on how to complete common email tasks.

An employee calls you to demand more RAM for her computer to complete her work tasks. However, you know that her department doesn't have a budget for new equipment. Your supervisor is the only one that has authority to allocate department funds. Which of the following is the BEST way to respond?

Tell the employee that her department doesn't currently have a budget for equipment upgrades, but that you will let your supervisor know about the request so it can be properly determined if new RAM can be acquired.

Which problem can occur if your system case fan blows in the wrong direction?

The flow of air is negated and the system can overheat.

Who does the term responsible staff member refer to?

The person who should be the primary contact person for the project.

What should you use to clean an inkjet printer's print heads?

The printer's cleaning function

You work for a large company that has over 1,000 computers. Each of these computes uses a wireless mouse and keyboard. Therefore, your company goes through a lot of alkaline batteries. When these batteries can no longer power the intended device, you need to decide what to do with them. Unless otherwise dictated by your local authorities, which of the following would be the EASIEST way to deal with these batteries?

They can be thrown in the trash.

Which of the following is true about negative pressure systems?

They can bring in airborne particles, such as dust or smoke.

Your company has a plan in place to upgrade each employee's laptop computer to a newer model every three years. As a result, you often have old laptop batteries. Unless otherwise dictated by your local authorities, which of the following is the BEST way to deal with these types of batteries?

They must be recycled.

Your company resides in an area with rapid growth in both the corporate and residential areas surrounding your office. As such, your company has been experiencing several brownouts due to power grid problems (too much demand and not enough electricity). Fearing that your computers (especially the servers) could be damaged by these brownouts, your manager has asked you to find a solution to this problem. Which of the following would be the BEST device to recommend to your manager for computer protection?

UPS

Which of the following are most helpful in keeping a computer cool? (Select two.)

Verify that cooling fans are not circulating air in the wrong direction. Vacuum dust from the system regularly.

In which of the following situations should you NOT use an ESD wrist strap?

When working with high-voltage components.

Which of the following statements about cleaning LCD monitors and display devices is true?

You should power off your monitor and clean it with a lint-free dry cloth.