ITC test 9-11 review

15. Suppose you and your friend want to exchange lecture notes taken during class. She has an iPhone and you have an iPad. What is the easiest way to do the exchange? - Copy the files to an SD card and move the SD card to each device. - Drop the files in OneDrive and share notebooks with each other. - Send a text to each other with the files attached. - Transfer the files through an AirDrop connection.

Answer: - Transfer the files through an AirDrop connection.

5. Which Chromebook security feature ensures that malware can't change the OS's system files? Quick updates Power washing Sandboxing Verified boot

Answer: - Verified boot

Info need to configure mobile device email?

Email address and password Incoming and outgoing email server names Type of incoming protocol Security used

Suppose you are a customer who wants to have a computer repaired. List five main characteristics that you would want to see in your computer repair person.

Have a positive and helpful attitude, own the problem, be dependable, be customer-focused, be credible, maintain integrity and honesty, know the law with respect to your work, act professionally, and perform your work in a professional manner.

When you receive a phone call requesting on-site support, what is one thing you should do before you make an appointment?

Here are some possible answers: Ask questions to identify the problem and ask the caller to check and try some simple things while on the phone with you.

A technician needs to be prepared to launch programs even when utility windows or the Windows desktop cannot load. What is the program name for the System Information utility? What is the program name for the Remote Desktop utility?

Msinfo32.exe and mstsc.exe

Application virtualization

One computer can serve up multiple applications such as web servers, email servers, file servers, and desktop applications such as Microsoft Office and Adobe Acrobat.

SaaS (Software as a Service)

Online Emails, CRMs, Office 365, G-suites Applications are provided through an online user interface Eat in pizza Subscription model/Rentable software

mobile device email incoming protocol (receiving mail) POP3 vs IMAP4

POP3 download message to device IMAP4 manages messages on the server

Different models of cloud

Public Private Community Hybrid

You work for a small startup company that just hired five new employees, doubling its number of team members. In preparation for the new employees' first day in the office, you add five new user accounts to your CRM (customer relationship management) software subscription, a service that is hosted in the cloud. What aspect of cloud computing has worked to your advantage? On-demand Rapid elasticity Measured service Resource pooling

Rapid elasticity

(short answer) difference between thick and thin clients

Thick clients have stand alone computers and are expensive. Thin clients computer has OS, but limited power, and cheaper.

Type 2 hypervisor

installed as an application in an operating system.

Type 1 hypervisor

installed before any operating system is installed. and is therefore called a bare-metal hypervisor

Syncing a mobile device

mirrors data and content into the cloud so you can access from any of your devices (google drive and calendar)

difference between local and network printer connections

network has IP an address

Windows interfaces 4 main functions:

provide a user interface manage hardware manage applications manage files

Community cloud

services are shared between multiple organizations with a common interest, but the services are not available publicly. For example, a medical database might be shared among all hospitals in a geographic area or government agencies might share regulatory requirements.

Private cloud

services are established on an organization's own servers or established virtually for a single organization's private use. For example, an insurance company might have a centralized data center that provides private cloud services to its branch offices throughout the United States.

Public cloud

services are provided over the Internet to the general public. Google or Yahoo! email services are examples of public cloud deployment.

You're responding to a troubleshooting ticket about a laser printer in HR that isn't working. According to reports, the printer runs the print job and successfully sends the paper through. The paper shows the text prints correctly. However, the toner smudges easily and sticks to other papers, equipment, and clothes. Which part in the printer probably needs replacing? Fuser assembly Imaging drum Transfer roller Toner cartridge

Fuser assembly

PaaS (Platform as a Service)

Google Cloud Platform Platform = Hardware+OS Delivery Pizza

You're installing VirtualBox on a Windows 10 Home computer and you get the following error message: VT-x is disabled in the BIOS for all CPU modes What is the problem? How do you fix it?

HAV (hardware-assisted virtualization) is turned off. Boot into BIOS/UEFI setup and enable VT-x on the motherboard

Bridged networking mode

Just as other nodes on the network Has own IP address, subnet mask, etc. VMs that must be available at a specific IPs use Bridged

What programming language does Android use and what does IOS require?

Most Android apps use java Apple requires objective C, C, C++

Which of the following resources are shared between the host computer and a VM? Select all that apply. NIC Operating system Hard drive Applications

NIC Hard drive

Back up mobile

Copy data to a computer essentially file-level backup drive back up (cloud copy)

16. You have set up your Android phone using one Google account and your Android tablet using a second Google account. Now you would like to download the apps you purchased on your phone to your tablet. What is the best way to do this? - Set up the Google account on your tablet that you used to buy apps on your phone and then download the apps. - Buy the apps a second time from your tablet. - Back up the apps on your phone to your SD card and then move the SD card to your tablet and transfer the apps. - Call Google support and ask them to merge the two Google accounts into one.

- Set up the Google account on your tablet that you used to buy apps on your phone and then download the apps.

Mary wants her 32-bit installation of Windows 7 Professional to run faster. She has 4 GB of memory installed on the motherboard. She decides more memory will help. She installs an additional 2 GB of memory for a total of 6 GB, but does not see any performance improvement. What is the problem and what should you tell Mary? She should use Control Panel to install the memory in Windows 7. After it is installed, performance should improve. Tell Mary how to open Control Panel. A 32-bit OS cannot use more than 4 GB of memory. Tell Mary she has wasted her money. A 32-bit OS cannot use more than 4 GB of memory. Tell Mary to upgrade her system to the 64-bit version of Windows 7 Professional. A 32-bit OS cannot use more than 4 GB of memory. Explain the problem to Mary and discuss the possible solutions with her.

A 32-bit OS cannot use more than 4 GB of memory. Explain the problem to Mary and discuss the possible solutions with her.

Why might you assign a static IP address to a printer?

A static IP address makes it easier for other network devices to find the printer because the IP address wont keep changing

AR versus VR

AR adds digital elements to real life (snapchat filters, pokemon go) VR is whole own digital experience

What is one thing you can do to help a caller who needs phone support and is not a competent computer user?

Allow the customer to ask questions. Be patient and take the customer through each step slowly.

Describe what you should do when a customer complains to you about a product or service that your company provides.

Allow the customer to speak and don't become defensive. Take notes and send the information to the right person in your organization. Be an active listener. Show you care.

list 5 common mobile OS

Android IOS Windows 10 mobile Chrome OS Blackberry

14. An app that cost you $4.99 is missing from your Android. What is the best way to restore the missing app? - Go to backup storage and perform a restore to recover the lost app. - Purchase the app again. - Go to the Play Store where you bought the app and install it again. - Go to the Settings app and perform an application restore.

Answer: - Go to the Play Store where you bought the app and install it again.

17. Of the 10 devices shown earlier in Figure 9-46, how many of them are assigned IP addresses? - Four: two phones, a web server, and a router - Three: two phones and a web server - Seven: a thermostat, a router, two phones, two bridges, and a web server - All 10 are assigned IP addresses.

Answer: - Seven: a thermostat, a router, two phones, two bridges, and a web server. Zigbee and Bluetooth devices are not assigned IP addresses, but their bridges are part of the TCP/IP network and require at least one IP address.

Doctors at a regional hospital access an online database of patient records that is being developed and tested by a conglomerate of health insurance agencies. The database contains records of hundreds of thousands of patients and is regulated by HIPAA restrictions on protected health information (PHI). What kind of cloud deployment is this database?

Community Cloud

12. Your company has recently been hired to install a smart security system for a large office building. The system will include security cameras, voice-controlled lights, smart locks, and smart thermostats. Some of the security cameras will be installed outdoors throughout the parking lot. Which wireless IoT protocol should your company use for the installation? Wi-Fi because it is always encrypted Zigbee because it is always encrypted Z-Wave because it is the fastest wireless standard Bluetooth because it is easiest to configure

Answer: - Zigbee because it is always encrypted

10. Congratulations! You just bought a new-to-you car, and it comes with a media system that can sync with your iPhone. You're concerned about data usage on your cell phone, so before you go pick up your car, you decide to download the necessary app at home while you're connected to Wi-Fi. What app do you need to download?

Answer: Apple CarPlay

8. You're at the store to buy a car charger for your dad's iPhone. There are several options with many different types of connectors. Which of these connectors should you choose? USB-C microUSB Lightning VGA

Answer: Lightning

11. You're traveling across the country for a much-anticipated vacation. When you get there, your smartphone seems to be having trouble connecting to the local cellular network. You call the provider, and the technician suggests you update the PRL. Why might this help? Where would you find this option on your Android smartphone to perform the update?

Answer: The PRL provides the phone with information about available service providers in the area. You can update the PRL in the Settings app.

2. While visiting a coffee shop, you see a poster advertising a concert for a music group you'd love to see. You notice there's an NFC tag at the bottom with additional information about the concert. Which of the following devices would likely be able to read the NFC tag? GPS Smartphone E-reader VR headset

Answer: b. Smartphone

6. You work for a company that provides dozens of the same smartphone model for its employees. While troubleshooting one smartphone that won't connect to the cellular network, you call the provider's tech support number for some assistance. The technician asks for the device's IMEI. What is she trying to determine? The OS version on the phone The specific device you're calling about The SIM card installed in the device The IP address of the phone on the cellular provider's data network

Answer:- The specific device you're calling about

9. Place the following information in the correct fields in Figure 9-65 to add an email account to a smartphone using port 143 for the incoming mail server and port 25 for the outgoing mail server (not all information will be used): imap-mail.sample.com p@ssw0rd pop-mail.sample.com [email protected] smtp-mail.sample.com Mary Jones

Answers: - [email protected]; - p@ssw0rd; - imap-mail.sample.com; - smtp-mail.sample.com

7. Which encryption protocols might be used to secure a VPN connection? Choose all that apply. L2TP SSH PPTP IPsec

Answers: a. L2TP; c. PPTP; d. IPsec

1. Which of these network connections would allow your smartphone to sync your photos to your online account? Choose all that apply. Wi-Fi Bluetooth GPS Cellular

Answers: a. Wi-Fi; d. Cellular

4. A smart speaker has no screen or keypad for changing its settings. Order three steps to configure the speaker. -Connect the smartphone to the speaker's Wi-Fi hotspot. -Download the speaker's app to a smartphone. -Enter the password to the home Wi-Fi network. -Enter the password to the speaker's Wi-Fi hotspot.

Answers: b. Download the speaker's app to a smartphone. - Connect the smartphone to the speaker's Wi-Fi hotspot. -Enter the password to the home Wi-Fi network.

3. Which of the following mobile device OSs are open source? Choose all that apply. iOS Windows 10 Mobile Chrome OS Android

Answers: c. Chrome OS; d. Android.

You have exhausted your knowledge of a problem and it still is not solved. Before you escalate it, what else can you do?

Ask a knowledgeable coworker for help.

If you need to make a phone call while on a customer's site and your cell phone is not working, what do you do?

Ask permission to use the phone.

When making an on-site service call, what should you do before making any changes to software or before taking the case cover off a computer?

Ask the user to describe the problem in detail and ask if all data on the hard drive is backed up. Then ask permission to service the computer.

Networking Modes

Bridged NAT (network address translation) Host-only

You make an appointment to do an on-site repair, but you are detained and find out that you will be late. What is the best thing to do?

Call the customer and explain the situation. Agree on a new time of arrival.

What should you do if an inkjet printer prints with missing dots or lines on the page? Change the ink cartridge. Clean the heating element. Replace the image drum. Clean the inkjet nozzles.

Clean the inkjet nozzles.

You're setting up some VMs to test an application you're considering making available to employees of the small company you work for. You need to test the app in a variety of OSs, and you don't expect to need these VMs after testing is complete. You'd like setup to be as simple and straightforward as possible without needing to make any changes to the servers on your network. Which of these hypervisors will best serve your needs? XenServer Client Hyper-V Hyper-V ESXi

Client Hyper-V

Compare and contrast open source software and closed source software.

Closed sources must be tested and approved before allowing only high quality apps on the central app store. Also with closed source third-party developers only are allowed access to APIs. Open source software focuses on openness and innovation. Multiple app stores, multiple variations of android exist, and this leads to less assurance of quality, bugs, and less convenience with open sourced.

13. You're trying to cast a video presentation from your tablet to a projector for a training session with some new hires. Although you tested it successfully yesterday, today the connection is not cooperating. You've closed apps you're not using, and you've checked that the projector and the tablet are working otherwise. Of the following troubleshooting steps, which should you try first? Second? Restart the projector. Restart the tablet. Reinstall the presentation app. Verify that you have Internet access on the tablet.

Restart the tablet; -. Restart the projector.

(short answer) mobile device email configuration security used (sending mail) SMTP vs S/MIME

SMTP is typical protocol for outgoing emails S/MIME is a separate protocol that is more secure, it encrypts email and includes digital signature

Gmail is an example of what type of cloud computing service model? IaaS Application streaming PaaS SaaS

SaaS

Securing a VM

Secure the VM within the VM VM should be isolated for best security Secure the files that hold a VM Secure the host computer

Virtualization

Sharing same physical resources, emulating different hardware

hypervisor

Software that creates and manages virtual machines on a server or on a local computer. Also called virtual machine manager (VMM).

What is a good strategy to follow if a conflict arises between you and your customer?

Stay professional. Allow the customer to vent. Listen carefully. Do what you can to solve the problem. Escalate if necessary.

When Kristy recently started a photography business, she downloaded Photoshop to her computer to edit her photos. She notices her computer freezes when she is using Photoshop, so she asks you to help her fix the problem. Your research discovers that Photoshop requires a lot of RAM to run smoothly, and you need to know how much RAM Kristy's computer has to see if that is the problem. Which Windows tools from the following list can you use to know how much RAM is installed on a system? Select all that apply. System window Power Options applet System Information window Network and Sharing Center

System window System Information window

Jack needs to email two documents to a friend, but the files are so large his email server bounced them back as undeliverable. What is your advice? Tell Jack to open the documents, break each of them into two documents, and then email the four documents separately. Tell Jack to put the two documents in a compressed folder and email the folder. Tell Jack to put each document in a different compressed folder and email each folder separately. Tell Jack to put the documents on a USB drive and snail mail the drive to his friend.

Tell Jack to put each document in a different compressed folder and email each folder separately.

You are not able to print a Word document on a Windows computer to a printer on the network. The network printer is connected directly to the network, but when you look at the Devices and Printers window, you see the name of the printer as \BRYANT\HP LaserJet Pro MFP. In the following list, select the possible sources of the problem. Select all that apply. The BRYANT computer is not turned on. The HP LaserJet printer is not online. The BRYANT computer does not have file and printer sharing enabled. The Windows computer has a stalled print spool.

The BRYANT computer is not turned on. The HP LaserJet printer is not online.

Which component in a thin client might need a higher rating than other components? The CPU because most of the processing is done on the thin client RAM because the system must have enough to hold a virtual desktop The hard drive because a VM takes up a large amount of hard drive space The NIC because most of the processing is done on the server

The NIC because most of the processing is done on the server

John is traveling for work and is spending a week at a new branch. He needs to print an email, but he isn't able to add the network printer to his computer. He is using a Windows 10 Pro laptop, is connected to the network, and can access the Internet. What is a likely and easy fix to John's problem? The computer is not set to find resources shared on the network; use the Settings app to fix the problem. The computer is not set to find resources shared on the network; use the Network and Sharing Center to fix the problem. John did not correctly authenticate to the Windows domain; use the Settings app to fix the problem. The drivers for the network printer need to be updated. Use Device Manager to fix the problem.

The computer is not set to find resources shared on the network; use the Network and Sharing Center to fix the problem.

NAT networking mode

The host machine acts as a NAT device Assign VMs to an internal network When VMs are not accessed outside

Jawana has been working on a paper for her Anatomy class for weeks. One day her little brother was on her computer and accidentally deleted her paper from the Documents folder. How can Jawana recover her deleted paper?

The paper is likely in the Recycle Bin. She can open the Recycle Bin, find and select her paper, then click Restore the selected items

You are not able to print a test page from your Windows 10 computer to your local, USB-connected Canon Pixma printer. Which of the following are possible causes of the problem? Select all that apply. The network is down. The printer cable is not connected properly. The Windows print spool is stalled. File and printer sharing is not enabled.

The printer cable is not connected properly. The Windows print spool is stalled.

Robert works in a call center and receives a call from Kathy. Kathy says she can no longer access the online reporting application for her weekly reports through her web browser. You ask your boss, and he tells you that the server team changed the application's URL during an upgrade over the weekend. He asks you to make sure all the other technicians are aware of this change. What is the best way to share this information? Print a flyer with the new URL and post it on the wall in the call center. Send out a mass email with the new URL to all the technicians. Update the knowledge base article that contains the application's URL in the call tracking application. Yell the new URL to all technicians sitting in the call center.

Update the knowledge base article that contains the application's URL in the call tracking application.

You have three VMs running on a Windows 10 computer. Two of the VMs, machines A and B, are able to communicate with the Internet and other network resources, as is the host Windows 10 machine. However, one VM, machine C, cannot access websites on the Internet. What is the first component you check? The second component? The host machine's network adapter The switch connected to the host machine VM C's virtual NIC The host machine's hypervisor

VM C's virtual NIC The host machine's hypervisor

Host-only networking mode

VMs cannot communicate with other nodes Isolated Virtual Network

What should you do after finishing your computer repair?

Verify that everything is working. Then ask the customer to do the same. Fill out the paperwork.

Your boss, an avid user of Apple devices, has asked you to print some contracts to her shared printer. You send the documents from your Windows 10 workstation, but the print job doesn't go through. What is the first thing you need to do? Second? Verify that the Bonjour service is running on your computer. Verify that your boss can print a test page from her printer. Verify that you can view the boss's computer in File Explorer. Restart your computer.

Verify that the Bonjour service is running on your computer. Verify that you can view the boss's computer in File Explorer.

IaaS (Infrastructure as a Service)

Virtual Servers HVDs Hosted Virtual Desktops Take-n-bake pizza

Your boss has instructed you to set up a virtualization workstation that will provide help-desk users with access to Windows 10 Pro and Home, Windows 7 Pro and Home Basic, Ubuntu Desktop, Linux Mint, and Android Oreo and Pie. She also wants you to use Client Hyper-V as the hypervisor. In what order should you install the operating systems and hypervisor? Ubuntu Desktop, Client Hyper-V, remaining OSs in VMs Client Hyper-V, Windows 10 Pro, remaining OSs in VMs Client Hyper-V, OSs in VMs Windows 10 Pro, Client Hyper-V, remaining OSs in VMs

Windows 10 Pro, Client Hyper-V, remaining OSs in VMs

3 types of IoT technologies

Z-Wave: less power than wifi and longer range than bluetooth, mesh encrypted Zigbee: less power than wifi, faster than Z-wave, more industrial, mesh encrypted RFID (radio-frequency identification): tag readers, active or passive, inventory control

Hybrid cloud

a combination of public, private, and community clouds used by the same organization. For example, a company might store inventory databases in a private cloud but use a public cloud email service.

Desktop Virtualization (Client-side)

a personal computer provides multiple virtual environments for applications.