Chapters 10-14 exam

Confirm the issues and give detailed instructions to solve the problem.

A call center technician answers a call from a frequent customer who is known to be impatient and lacks experience with computers. The customer has an issue with an application that the call center supports. The customer informs the technician that the problem had been reported before but the original technician was rude, did not listen, and did not fix the problem. If the technician is confident that the problem can be resolved by increasing the amount of memory in the computer, what should the technician do?

Determine whether the customer would prefer to receive the instructions in another form, such as emailed, illustrated written instructions.

A call center technician has asked a customer to perform a simple operation to fix a problem on a computer. The customer seems unable to perform the task. What should the technician do?

Reset this PC.

A client installed a new driver for a device three weeks ago; however, this driver is causing the system to freeze occasionally and the client wishes to revert back to the old driver. What option can be used to address this issue without loss of data or applications?

data wiping software degaussing equipment

A company has a security policy that permits the reuse of wiped drives in other computers. The wiped drives are often used for additional storage or as a replacement drive. What are two methods that could be used to wipe data? (Choose two.)

The computer has a virus. An update has corrupted the operating system.

A computer repeatedly locks without any error message. Which two conditions may be the cause of the problem? (Choose two.)

to attack other computers to transmit viruses or spam to computers on the same network

A help desk technician notices an increased number of calls relating to the performance of computers located at the manufacturing plant. The technician believes that botnets are causing the issue. What are two purposes of botnets? (Choose two.)

Sysprep.exe

A network administrator is tasked with deployment of Windows 10 Pro for a large number of new PCs in the company. The administrator uses a PC to perform a base installation together with standard company applications. The PC is tested to be fully functional. Which tool must the administrator use to remove all computer and user specific information before building a deployable image from the disk?

The code in the boot sector is executed and the control of the boot process is given to Windows Boot Manager.

A network analyst is booting a PC that has Windows 8 installed. The boot process is currently working on the following step: The BIOS boots the computer using the first drive that contains a valid boot sector. What is the next step that will happen in the boot process?

It allows an administrator to configure an alternative IP address for the PC to use if it is unable to contact a DHCP server.

A network technician is troubleshooting a DHCP issue for a user and has requested assistance from a senior technician. The senior technician provides the graphic to illustrate configuration options. What is the purpose of the Alternate Configuration feature?

antimalware

A technician has been asked by a manager to recommend a security solution for protecting a computer against keyloggers. Which security technique should the technician recommend?

Trojan

A technician has been notified of a problem on the network. After investigation, the technician determines that a specific internal company computer is launching an attack on other company computers. Which type of malware is being used?

ethically wrong and illegal

A technician has copied several commercial movies to a company server to be shared with colleagues. How would this behavior be classified?

gpupdate

A technician has just configured the security policy on a Windows 10 PC and wants to ensure the policy is implemented immediately. Which administrative command-line tool or command can be used to address this?

4

A technician is attempting to create multiple partitions on a hard disk that is using the boot sector standard that supports a maximum partition size of 2TB. What is the maximum number of primary partitions allowed per hard drive?

Personalization User Accounts

A technician is configuring a SOHO computer. The technician wants to create a local account that requires a password and wants a screen saver to appear if the person using the computer steps away for a period of time. Which two Windows Control Panels will the technician use to accomplish these tasks? (Choose two.)

regsvr32

A technician is troubleshooting a Windows 10 PC that has a .dll file for an application that has not been registered. Which administrative command-line tool or command can be used to address this?

sfc

A technician is troubleshooting a Windows 10 PC that has corrupted system files. Which administrative command-line tool or command can be used to address this?

Delete all the files in C:\Windows\SoftwareDistribution folder and restart the PC.

A technician is troubleshooting a Windows 10 PC that will not do any windows updates automatically or manually. What option can be used to address this issue without loss of data or applications?

regsvr32

A technician is troubleshooting a Windows 10 PC. The PC has an application that displays an error message about a missing DLL. The technician has located the DLL file on the PC and wants to register it. Which command line tool can the technician use for the task?

Change the boot order in the UEFI/BIOS settings to select the drive that has the operating system installed as the first boot device.

A technician is troubleshooting a Windows 10 computer that displays an "Invalid Boot Disk" error message. What should be the first action the technician should take to troubleshoot the issue?

Implement an Alternate Configuration IPv4 address on the laptop.

A technician is troubleshooting an employee laptop that has a wired network connectivity issue. The laptop can connect to the internet when used inside the office but cannot connect to the network when used in a research lab. The company uses DHCP in the office but does not use DHCP in the research lab. How can the technician address this issue?

Web credentials are not saved for sites accessed by browsers other than Explorer and Edge.

A technician is visiting a website and is using Google Chrome on a Windows 10 PC. The technician is trying to view the password for the website. The technician uses the Credential Manager to view the password but cannot see it. What could be the cause?

robocopy

A technician wants to copy files and entire directory trees from one volume to another volume on a Windows 10 PC. Which administrative command-line tool or command can be used to address this?

dism

A technician wants to create customized system image files that will be installed on computers in the network. Which administrative command-line tool or command can be used to address this?

Shrink the existing partition and create a new partition from the unallocated space.

A technician wants to split a large partition on a drive in a Windows 10 PC without loss of any data. How can this be accomplished?

Run the chkdsk command.

A user calls the help desk and reports that invalid system disk or invalid boot disk error messages display on the workstation when it is powered on. When a technician comes to the office, the user mentions that the workstation was working well the day before. The technician suspects that the MBR is corrupted.

Restore BOOTMGR using the Windows Recovery Environment. Run chkdsk /F /R from the recovery console.

A user has submitted a trouble ticket stating that their computer is showing the error "BOOTMGR is missing". The IT technician replicates the error and finds that it occurs after the POST of this Windows 10 machine. What are two possible solutions for this problem? (Choose two.)

An app is using too many resources. The device is roaming between call towers. The display is set to a high level of brightness.

A user notices that a mobile device is draining power faster than is normal. What are three causes of quick battery drain? (Choose three.)

chkdsk

A user wants to check a file system for errors, including errors with physical media. Which administrative command-line tool or command can be used to address this?

net user

A user wants to display and change information about computer users. Which administrative command-line tool or command can be used to address this?

type

A user wants to display the contents of a text file in a command interpreter. Which administrative command-line tool or command can be used to address this?

taskkill

A user wants to terminate a running process on a computer. Which administrative command-line tool or command can be used to address this?

msinfo32

A user wishes to see a summary of software information and system components, including hardware components, on a Windows 10 PC. Which administrative command-line tool or command can be used to address this?

32-bit version of Windows 10 Pro 64-bit version of Windows 10 Pro

A user wishes to upgrade a PC to Windows 10 from a PC that is running a 32-bit version of Windows 7. Which two editions of Windows 10 will support this upgrade? (Choose two).

Boot from a Windows 7 installation media and access the System Restore utility.

After a computer is powered on, Windows 7 fails to start. What initial procedure would a technician use to deal with this failure?

Check for the latest OS patches and updates.

After confirming the removal of a virus from a computer, how should the technician ensure and verify the full functionality of the system?

Call the employee and ask the employee to come to the IT department to enter the necessary credentials.

An IT technician is troubleshooting a file error on an employee laptop. While working in the system files directory, the technician notices that the User Account Control (UAC) box appears requesting a password. What should the IT technician do next?

Document the reason the customer called and create a support ticket. Escalate the customer to a level two technician.

Chad, a level one call center technician, receives a customer phone call. The customer has an issue that Chad does not have the knowledge to answer. The customer is irritated that Chad cannot provide immediate assistance. Which two things should Chad do next? (Choose two.)

enabling app access to the root directory not properly creating or maintaining sandboxing features

What are two potential risks that could result from rooting or jailbreaking a mobile device? (Choose two.)​

Ask the current user to log off, restart the computer, and then log in with the administrator account.

What is a recommended best practice for a technician who must perform tasks that require administrative access?

Data that is collected by businesses to distinguish identities of individuals.

What is the best definition of personally identifiable information (PII)?

Test the theory to determine cause.

What is the next troubleshooting step after a theory of probable cause has been established?

Disk Utility

What tool is included in the Mac OS X for backing up disks to image files and recovering disk images?

remotely updating drivers and software on customer computers gathering diagnostic information from a customer computer

What two roles or tasks are associated with level two technicians? (Choose two.)

Back up user data on a regular basis.

What two tasks should be done regularly to preserve the security and integrity of data and applications on mobile devices. (Choose two.)

least privilege

When a security audit is performed at a company, the auditor reports that new users have access to network resources beyond their normal job roles. Additionally, users who move to different positions retain their prior permissions. What kind of violation is occurring?

Run sfc/scannow in Safe Mode. Register the DLL file using the regsvr32 command.

When a user tries to run a program a missing or corrupt DLL message is displayed. What are two possible solutions to this problem? (Choose two.)

proper documentation procedures

When performing computer forensics what is required to prove a chain of custody?

LCD screen

Which component uses the greatest amount of power on most mobile devices?

The OS will run correctly.

Which statement is correct about installing a 32-bit operating system on a x64 architecture?

Windows 7 32-bit Windows XP 64-bit

Which two Windows operating systems cannot be upgraded to Windows 8.1 64-bit? (Choose two.)

hard disk drives solid state drives

Which two data storage locations contain persistent data that can be used by computer forensics specialists? (Choose two.)

Turn off the GPS when not in use. Disable or remove apps that allow connections to the GPS.

Which two operations can help prevent a mobile device from being tracked without permission? (Choose two.)

Level two technicians are usually more knowledgeable about technology than the level one technicians are. Level two technicians usually respond to the "down calls" as they may be able to resolve them faster.

Which two statements are correct about level one and level two technicians? (Choose two.)