CIT final scenarios
Henry, a traveling salesperson at your company, left on an extended business trip to Asia. He has called to request that the voice transcription software be deleted from his computer. He doesn't use the application and doesn't want it taking up space. Describe how to help him remove the software on his own.
Advise Henry to close all open programs and windows, and then right-click Start and choose Control Panel. Then instruct him to click Programs > Programs and Features. Next, he should browse the list of programs, click the voice transcription program, and then click Uninstall on the toolbar. Henry should follow the prompts that display until the program is removed. He should restart the computer and then try using a few programs to ensure the uninstallation process did not affect any other programs.
Maria is a busy freelance writer who uses her computer several hours a day to research and write articles for several national magazines and newspapers. Her computer, which runs Windows 10 Professional, must be running at peak performance with little downtime. Maria has little time to devote to computer maintenance tasks. She also uses Internet Explorer 11 and Microsoft Word 2016 every day and would like them to start automatically when Windows starts. Maria asks you for insight on how to maintain her computer with relatively little effort, and how to configure her computer to start programs automatically. Describe your recommended solution.
Advise Maria to ensure that Disk Defragmenter is scheduled to run at least once a month, that Windows Firewall is enabled and operating correctly, that she has real-time protection installed such as an antivirus program or Internet security suite, and that Windows Update is enabled to check for updates automatically. She should configure Task Scheduler to run Disk Cleanup weekly, and set Internet Explorer 11 and Microsoft Word 2016 to start when Windows starts. To schedule Disk Cleanup to run weekly and the other programs to start when Windows starts, she should select the Create Basic Task in Task Scheduler. The wizard will guide her through the prompts. For the trigger, she should select Weekly. In the Weekly screen, she should select a start date, time, and the day of the week Disk Cleanup will run. In the Start a Program screen of the wizard, she should click Browse, click Disk Cleanup, navigate to the Disk Cleanup program, select it, and then click Open. (Disk Cleanup is located in the Accessories/System Tools folder.) When she completes the wizard, Disk Cleanup will be added to her scheduled tasks list. The same general steps apply to Internet Explorer 11 and Word 2016, but for each program, she will select When the computer starts as the trigger. She will need to browse to locate the Internet Explorer 11 executable file and the Word 2016 executable file.
Arnie, a supervisor in a small content translation company, wants to share a status spreadsheet with seven co-workers on a regular basis. His computer runs Windows 10. The peer computers all run Windows 10 and are connected through a wireless network. What method of file sharing should you set up for the supervisor?
Because Arnie wants to share only one file, the easiest method is to have him use Public folders. You should ensure that Public folders are enabled on Arnie's computer and have him move the spreadsheet to his Public Documents folder. Then ensure that the three co-workers' computers can access Arnie's Public Documents folder.
The owner of PBJ&S approved funds to purchase a new computer for Dina because an upgrade to her main mapping software requires more memory than her current computer's motherboard can handle. The new computer will be the same make and model but will have more memory and will have a much larger hard disk. You also ordered a 1 TB external USB drive for backups. When the new computer arrives, describe how to quickly get it up and running for Dina.
Create a system image of Dina's old computer system to the external USB drive. Install that image onto the hard disk of Dina's new computer. Test the new computer to ensure it operates properly before transitioning Dina from her old computer to the new computer.
John is trying to print a large document, but nothing is printing from the printer. You receive several complaints that when others try to print to the same printer, it is not working. What should you do to troubleshoot the printer problem?
First, make sure that the printer is connected properly, and that the printer is on, and has paper. Next, you should open the print queue to see if the print jobs actually got to the print queue. If the print jobs are in the print queue, you can try to restart the printer server service. If the print jobs do not print, delete the print jobs and try reprinting the smaller print jobs. Then, if everything is working properly, try printing John's large print job.
You support Richman Investments, a brokerage firm that employs 20 brokers. Each broker has his own client computer, and the firm has a server running Windows Server. All the client computers are configured identically. Over the past six months, some Windows updates have caused the computers to hang, leaving the brokers without computers to conduct business. Describe how to ensure that the Windows updates that install on client computers will not cause usability issues.
Implement WSUS on the Richman Investments server and set up a test client computer that's configured exactly as the broker's computers. When new updates and hotfixes are available through Windows Update, test them on the test computer. Install only approved updates and hotfixes over the network to client computers.
Your co-worker is finalizing a big project for a medical client and has many sensitive client files on her computer. She asks you to help her make her computer as safe as possible while accessing the Internet. Describe your recommended solution.
In Internet Explorer 11 on her computer, you should increase her Internet zone security level to High (Tools > Internet Options > Security tab). Ensure that Pop-up Blocker, ActiveX Filtering, and the SmartScreen Filter are enabled. Download and install at least one Tracking Protection list. Finally, instruct her to use InPrivate Browsing when she accesses any websites by selecting Tools > Safety > InPrivate Browsing.
You need to replace an aging Windows 7 computer with a new computer that runs Windows 10, ensuring the programs, settings, and data files are transferred to the new computer. Describe your recommended solution.
Install the new computer with Windows 10. You will also have to install all of the user's programs on the new machine. You can then use USMT to transfer the files and settings from the Windows 7 machine to Windows 10. User State Migration Tool (USMT) requires that you run ScanState to gather the settings and data files and LoadState to copy the settings and data files to the new system.
Axel runs the warehouse for Mighty Bubbles Beer Distributor. He called you to report that the new wireless laser printer he recently purchased does not work. He connected it to the USB port on his computer running Windows 10 Professional and turned on the printer, but the printer does not appear in the Devices and Printers window. How should you advise Axel to help troubleshoot the problem?
Instruct Axel to install the printer software from the CD or DVD that came with the printer. Better yet, he should visit the printer manufacturer's web site and download the latest software. Axel should run the installation file from the CD/DVD or the downloaded file just as he would any other application. He could also open Devices and Printers, click Add a printer, and then walk through the wizard to install the latest printer driver from the manufacturer.
Samuel needs to be able to access the \Projects\Documents\98-349\ folder on the network often and quickly. He doesn't want to click through several folders to get to the one he needs. What can you do to help Samuel?
Map a drive to the \Projects\Documents\98-349\ folder on the network. Use a drive letter that is not already in use on Samuel's computer.
Meredith's Pet Shop has three computers in the back office, all running Windows 10. For all three computers, Meredith wants to share all files in their Documents and Pictures libraries and share a printer attached to one of the computers. Describe your recommended solution.
Meredith should create a homegroup on the computer with the attached printer. When using the Create a Homegroup Wizard, she should deselect the Music option and the Videos option so that those libraries are not shared.
You provide support for a commercial bioengineering lab. Mizuki is a chemist at the lab, and she recently inherited a computer from the IT department that has two large hard disks and runs Windows 10 Enterprise. One hard disk provides ample disk space for her programs and data files, but she would like to use the other disk for redundancy to better protect her system and files. Describe your recommended solution.
On Mizuki's computer, open Disk Management and create a mirrored volume with the two disks. Mirrored volumes store an exact copy of data from the first member of the mirrored volume to the second member. Because the data is written across both drives, Mizuki will get redundancy and fault tolerance.
You recently installed a new video adapter in Jeffrey's desktop computer using the driver supplied on the CD in the adapter packaging. When Windows starts, the words on the screen are unreadable. Describe your recommended solution.
On a properly functioning computer, visit the website of the video adapter manufacturer. Download the latest video adapter driver and save it to a USB flash drive or burn it to a CD/DVD. Shut down Jeffrey's computer. Then restart the computer with the Windows Recovery Environment, access the Advanced Boot Options menu, and select Safe Mode. Select Safe Mode. When Windows starts, use Device Manager to update the video adapter driver from the USB flash drive or CD/DVD. Then, restart the computer and let it start Windows normally.
In an effort to troubleshoot an issue on a client computer, you posted a message on an online PC support forum. The forum moderator posts a message asking you to list all of the programs that launch at startup on the affected computer. Describe the easiest way to provide this information.
On the affected computer, open System Information. Expand the Software Environment category, click the Startup Programs category, click File > Export and then save the file to the desktop or another location that's easy to access. Open the .txt file, highlight all information, copy the information, and then paste the information in a reply to the support forum moderator, along with a short message.
an employee at your company, is visually impaired. Which features can be configured in Windows 10 to help her perform her work more efficiently?
Programs that accommodate the visually impaired are found in the Ease of Access Center. You could enable Magnifier, Narrator, On-Screen Keyboard, and High Contrast as a start. Be sure to train Alexandra on how to use each feature that you enable.
The sales and marketing department at your company consists of two salespeople, a graphic designer, a copywriter, and a layout person. Tonya and Aaron are the salespeople. Tonya is responsible for the western United States and Aaron covers the eastern United States. They tend to use the same files for all sales presentations, client follow-ups, and so on. When one modifies a template, it's important that the other gets the updated file as soon as possible. The marketing employees share several Word documents and PowerPoint presentations, in addition to a large folder of graphical images. It's important for them to have shared access to a Marketing folder that contains the shared files. What should you do to help the sales and marketing employees work more efficiently
Store the files on OneDrive, which can be accessed anywhere there is an Internet connection. You can create personal folders for their own files that are not meant to be shared with the other users, and you can create a shared folder, which would include the graphical images, and the shared Word documents and PowerPoint presentations.
You are a support person for a computer consulting company. Rajeem is an independent tax consultant who calls you to report that he believes he infected his computer with a virus after downloading and installing a tax-related utility from the web. Describe your recommended solution.
Tell Rajeem to download and run the Microsoft Windows Malicious Software Removal Tool. Have him perform a full scan of his computer and remove any infections the tool detects. When his system is clean, ensure that he has a reputable, current antivirus software program installed on his computer, such as Windows Defender.
You are setting permissions on a network share named Marketing. Currently, the accounts for Bob and Aileen have Full Control over the Marketing folder. However, you want to restrict both users so that they can revise files within the Marketing folder and create new ones, but they cannot execute programs. What permissions should you apply?
The Full Control permission gives Bob and Aileen permission to execute programs, in addition to all other rights. You should change their permissions to Read, Write, and Modify. In that way, they can read files, change files, and create new files, but they cannot execute programs.
You are an administrator of an organization that has 150 client computers. 60 systems are running Windows 7 Enterprise, 60 systems are running Windows 7 Pro, and 30 systems are running Windows 8.1 Pro. You also need to purchase 25 more systems, which will run Windows 10. Which edition and version of Windows 10 should be recommended? Describe how to deploy Windows 10.
The organization will need a total of 175 Windows 10 licenses. The computers can be upgraded to the same edition. Therefore, Windows 7 Pro and Windows 8.1 Pro can be upgraded to Windows 10 Pro. The 32-bit machines can be upgraded to the 32-bit versions of Windows 10 and the 64-bit machines can be upgraded to 64-bit versions of Windows 10. To deploy Windows, you can use the Windows 10 Media Creation tool to create multiple 32-bit and 64-bit installations of Windows 10 on USB devices. You can then go from system to system to deploy Windows. If you have more experience with Windows servers, you could configure a Windows Deployment Server (WDS).
You have a new Canon printer. Unfortunately, it did not come with any drivers. So, you visit the Canon website and download the driver. You then print the document, but the printed page contains what looks like programming code. When other users try to print, their documents do not print. Describe your recommended solution.
This is most likely caused by loading the wrong driver. Return to the Canon site and look for the correct driver. You should then test printing with the new driver.
Oscar at The OEM Connection would like to use his Windows 10 Professional computer more efficiently.. He would also like to be able to quickly launch Microsoft Excel each time he logs on to his computer, and he does not want the Windows Media Player to be present on the taskbar. Describe your recommended solution.
To enable Oscar to start Microsoft Excel quickly, pin the program to the taskbar. You should also unpin Windows Media Player from the taskbar per his request.
You provide technical support for PBJ&S, a small environmental consulting firm. Dina, the graphic artist, creates a lot of maps for client reports. Her Windows 10 Professional computer automatically backs up files every Sunday starting at 7:00 p.m. Dina reported recently that her computer was still backing up files when she arrived for work the last two Monday mornings. What can you do to help ensure that Dina's files are backed up by Monday morning?
To ensure that Dina's files are backed up by Monday morning, reschedule her Windows 10 backup to begin sometime on Saturday. Another option is to increase the frequency of the backups from weekly to daily beginning at 7:00 p.m. When Windows 10 backup starts, it will back up only new files or files that have changed. Backing up files on a daily basis will reduce the amount of time that's currently needed to back up her files once a week. In addition, a daily backup better protects her data. Currently, anything she creates or modifies on Monday through Friday might have to be re-created if her computer fails before the next backup occurs.
Stanley works for your organization from his home office on a company-owned computer. He called your cell phone while you were at a restaurant having lunch. He said his computer has been having all kinds of problems lately and that it takes a long time for Windows to start. You suspect his Windows system files have become corrupt. Describe your recommended solution.
To help provide a boot environment, create a Windows 10 File Recovery drive. Insert a USB drive into your system, click Start, and execute the Create a Recovery Drive command. Select the USB drive and click Create. Once the disc is created, restart the computer with the Windows 10 File Recovery drive with the USB drive. You might be prompted to press any key to start the computer from the system repair disc. Next, select his language setting and then click Startup Repair from the list of recovery options.
You use an inventory application that ran on your Windows 7 computer but it doesn't run on your new Windows 10 computer. Describe the various solutions available to you for getting this application to run on your Windows 10 computer.
You can run the Program Compatibility Troubleshooter and select Windows 10 to emulate a Windows 10 environment. You can also check to see if this application requires administrative access and you will need to determine if your account has administrator access to the new system. You should also look for updates for the software package and check the vendor website for additional information about running the application on Windows 10. If the application still does not run, you can consider installing client Hyper-V and run the application on a virtual machine running Windows 7.
You provide technical support to a small dental practice. The office manager hands you several company-owned music CDs. She wants the music piped to the lobby area where patients wait to be seen for their appointments. The computer used at the receptionist's desk is running Windows 10 and has wireless speakers that can be set up in the waiting area. Describe how you can provide the requested music without investing in further resources?
You can use Windows Media Player to rip the music to the receptionist's hard drive (or attached storage). Then you can set up a playlist in Windows Media Player. Show the office manager and the receptionist how to launch Windows Media Player and start the playlist.
Joe has been having problems with his system and you have been assigned a ticket to investigate those problems. However, Joe is a very busy person who always needs to use his machine. Therefore, you don't have access to the machine to look through the system logs. Describe how you can look at the Event Viewer logs without interrupting Joe?
You can use a Computer Management console (or Event Viewer console) on your machine to remotely connect to Joe's computer and access the logs.
As an IT technician, you need to perform some maintenance tasks on an employee's computer that will require elevated privileges. When you go to the Manage Accounts window in Control Panel on that employee's computer, you see only the employee's standard user account. Describe how to log on as a user with administrative-level privileges.
You may use the default Administrator account to perform maintenance tasks on the computer, but the account is currently hidden (disabled). To use the default Administrator account, open a command prompt window in administrator mode: click Start, type cmd in the Ask me anything search box, right-click cmd.exe in the resulting list and choose Run as administrator. In the command prompt window, type net user administrator /active:yes and then press Enter. Perform the maintenance tasks, and then disable the account when you're finished: open a command prompt window and type net user administrator /active:no.
Oscar is the warehouse manager for The OEM Connection, an auto parts business. Although the business standardized on Windows 10 Professional, Oscar needs to run a legacy parts lookup program that does not run in Windows 10. You provide technical support to The OEM Connection. Describe your recommended solution.
You should install client Hyper-V, which will allow you to run a virtual machine running Windows XP. To run client Hyper-V, you will need to have a 64-bit Windows system running on a 64-bit computer. Of course, you should test the application to ensure that it runs as expected.
The sales staff travels extensively and often needs technical assistance with configuration settings on their Windows 10 laptops. Which feature or program is used to provide remote support for these employees?
You should show the sales staff how to initiate a Windows Remote Assistance session. With this program, you can view their desktop and watch while they perform an action, giving them advice over the phone or through a chat session. You can also take control of their desktop to show them how to perform an action.
Henry, a traveling salesperson at your company, left his laptop at the airport on his last trip and the laptop was never recovered. His new laptop arrived yesterday; you installed Windows 10 Enterprise and productivity applications and you also restored data from a backup. What should you do to the laptop to protect all programs and data on the computer in the event of loss or theft?
You should turn on BitLocker Drive Encryption on Henry's new laptop. BitLocker will prevent unauthorized use of the system should the laptop be lost or stolen.
Swish It Away is beginning to grow. The president now wants girl 1 to acquire computers for three new staff members. Guy 2 has been hired as the president's personal assistant and will need to run a word processor, spreadsheet application, a web browser, and an email client. Guy 1 will provide marketing and graphics services, such as press releases, brochures, flyers, advertisements, and graphics for the new web site. Guy 3 is the new salesperson who will travel locally each day. When he's in the office, he will share a desktop computer with another salesperson, but Guy 2 needs to be able to check email and access the Internet while he's out of the office. Which computer specifications should be recommended, and which editions of Windows 10 should run on each computer?
can run a word processor, spreadsheet application, a web browser, and an email client on a computer with a 2 GHz processor, 4 GB of RAM, and at least a 250 GB hard drive. The computer should run Windows 10 Pro. Guy 1 graphics programs may require at least 8 GB of RAM and 500 GB or more of hard disk space and should run Windows 10 Pro. She should acquire a tablet for Stan. The network would run Windows 10 Pro.
The girl provides IT support for Swish It Away, a small cleaning service in the Pacific Northwest. The company has eight computers. Four of the computers run Windows 8.1 Pro and the other four computers run Windows 7 Pro. The company president has asked her to make sure all eight computers are running Windows 10 Pro by the beginning of the next quarter. What type of installations must she perform, and what additional steps (if any) must Danielle take to retain the users' files and settings?
she should back up files and settings on all computers. She can then perform in-place upgrade installations to Windows 10 Pro on the computers running Windows 7 and 8.1.