TestOut PC Pro CompTIA A+ 220-901 CompTIA A+ 220- · PDF fileObjective Mappings: TestOut PC Pro CompTIA A+ 220-901 CompTIA A+ 220-902 TestOut PC Pro – English 5.1.x Revised: 2017-10-20

Objective Mappings: TestOut PC Pro

CompTIA A+ 220-901 CompTIA A+ 220-902

TestOut PC Pro – English 5.1.x

Revised: 2017-10-20

Copyright© 2017 TestOut Corporation. CompTIA, A+, Network+, Security+, Linux+ and related trademarks and trade names are the trademarks of CompTIA. Microsoft, MCITP, MSCA, MCTS, Windows, and Office are the trademarks of Microsoft. Cisco and CCNA are the trademarks of Cisco. TestOut has no affiliation with any of these companies and neither this website nor the products and services advertised herein are endorsed by any of them.

Contents This document contains three objective mappings. Click on a mapping to view its contents.

Objective Mapping: LabSim Section to TestOut PC Pro Objective .......................................................................................................................................................... 3

Objective Mapping: TestOut PC Pro Objective to LabSim Section ........................................................................................................................................................ 20

Objective Mapping: LabSim Section to CompTIA 220-901 and 220-902 Objectives ............................................................................................................................. 23

Objective Mapping: CompTIA 220-901 Objective to LabSim Section .................................................................................................................................................... 81

Objective Mapping: CompTIA 220-902 Objective to LabSim Section .................................................................................................................................................. 101


Objective Mapping: LabSim Section to TestOut PC Pro Objective Section Title Objectives for PC Pro

1.0 Computing Overview

1.1 Course Introduction

1.2 Using the Simulator

1.3 Hardware Basics 4.0 External Devices

Connect external devices using the appropriate connectors and cables

1.4 Windows Basics

1.5 Linux Basics

1.6 Mac OS Basics

2.0 PC Technician

2.1 Protection and Safety

2.2 Professionalism

2.3 PC Tools

2.4 PC Maintenance

2.5 Troubleshooting Overview


3.0 System Components

3.1 Cases and Form Factors 1.0 Basic Hardware Components

Given scenarios with system specifications and end-user requirements, select and install appropriate power supplies, motherboards, CPUs, memory modules, and expansion cards

Identify power supply connectors, motherboard components, CPU features, memory module form factors, and expansion bus types

3.2 Power Supplies 1.0 Basic Hardware Components



3.3 Motherboards and Buses 1.0 Basic Hardware Components



3.4 Motherboard Troubleshooting

1.0 Basic Hardware Components

View BIOS/UEFI settings for basic hardware components Troubleshoot basic hardware components and resolve issues

3.5 Processors 1.0 Basic Hardware Components

Identify power supply connectors, motherboard characteristics, CPU features, memory module attributes, and expansion bus types



View BIOS/UEFI settings for basic hardware components Configure the settings of basic hardware components

3.6 Processor Troubleshooting 1.0 Basic Hardware Components

Troubleshoot basic hardware components and resolve issues

3.7 Memory 1.0 Basic Hardware Components

Identify power supply connectors, motherboard characteristics, CPU features, memory module attributes, and expansion bus types

3.8 Memory Installation 1.0 Basic Hardware Components

Identify power supply connectors, motherboard characteristics, CPU features, memory module attributes, and expansion bus types.

Given scenarios with system specifications and end-user requirements, select and install appropriate power supplies, motherboards, CPUs, memory modules, and expansion cards.

3.9 Memory Troubleshooting 1.0 Basic Hardware Components

View BIOS/UEFI settings for basic hardware components Troubleshoot basic hardware components and resolve issues

3.10 BIOS/UEFI 1.0 Basic Hardware Components

View BIOS/UEFI settings for basic hardware components

5.0 Storage

Configure BIOS/UEFI settings for hard disks


3.11 Expansion Cards 1.0 Basic Hardware Components



3.12 Video 2.0 Video

Identify video adapter components, features, connectors, and cables Given a scenario with system specifications and end-user requirements, select and install the

appropriate video adapters Configure display and video adapter settings

3.13 Audio 3.0 Audio

Identify sound card components, features, connectors, and cables Given a scenario with system specifications and end-user requirements, select and install the

appropriate sound cards Identify audio device types Given a scenario with system specifications and end-user requirements, select and install

appropriate audio devices

3.14 Cooling 1.0 Basic Hardware Components


View BIOS/UEFI settings for basic hardware components

4.0 Peripheral Devices



4.2 USB 4.0 External Devices

Identify external device components, features, connectors and cables Connect external devices using the appropriate connectors and cables

7.0 Printing

Identify printer types and connectors

4.3 IEEE 1394 (FireWire) 4.0 External Devices

Identify external device components, features, connectors and cables Connect external devices using the appropriate connectors and cables

4.4 Display Devices 2.0 Video

Identify display device types. Given a scenario with system specifications and end-user requirements, select and install

appropriate display devices Configure display and video adapter settings

4.0 External Devices

Install drivers for external devices

4.5 Video Troubleshooting 1.0 Basic Hardware Components

Troubleshoot basic hardware components and resolve issues

2.0 Video

Configure display and video adapter settings


4.6 Device Driver Management 4.0 External Devices

Install drivers for external devices Manage device driver updates, roll back drivers, and enable or disable devices

9.0 System Management

Configure Windows Update settings Configure User Access Control (UAC) settings in Windows

4.7 Device Driver Troubleshooting


Manage device driver updates, roll back drivers, and enable or disable devices

5.0 Storage

5.1 Storage Devices 5.0 Storage

Given scenarios with specifications and end-user requirements, select and install appropriate storage solutions

5.2 SATA 5.0 Storage

Identify storage device components, features, connectors, and cables

5.3 Optical Media 5.0 Storage


5.4 RAID 5.0 Storage


Configure common RAID arrays

5.5 File Systems 5.0 Storage

Manage the file system type on an existing drive by converting a file system type or reformatting a partition

5.6 File System Creation 5.0 Storage

Add space to an existing volume. Manage the file system type on an existing drive by converting a file system type or reformatting

a partition.

5.7 Storage Management 5.0 Storage

Add space to an existing volume

5.8 Storage Spaces 5.0 Storage


5.9 Disk Optimization 11.0 Storage

Schedule and run Disk Cleanup and Disk Defragmentation in Windows

5.10 Storage Troubleshooting 5.0 Storage


Configure BIOS/UEFI settings for hard disks

6.0 Networking


6.1 Networking Overview 6.0 Networking

Understand the function of different network devices

6.2 Network Hardware 6.0 Networking

Identify Ethernet wired and wireless network adapter components, features, and connectors

6.3 Networking Media 6.0 Networking

Identify Ethernet wired network cable features and connectors Given a scenario with specifications and networking requirements, select and install the

necessary Ethernet adapters, access points, or cables

6.4 Ethernet 6.0 Networking

Identify Ethernet wired network cable features and connectors Identify common network connectivity devices and their roles Understand the function of different network devices Given a scenario with specifications and networking requirements, select and install the

necessary Ethernet adapters, access points, or cables

6.5 IP Networking 6.0 Networking

Given basic IPv4 configuration settings or a network diagram, configure a wired or wireless network connection

6.6 IP Configuration 6.0 Networking



Use appropriate networking utilities to view, test, and troubleshoot basic network configuration, communication, and connectivity problems

6.7 IP version 6 6.0 Networking


6.8 802.11 Wireless 6.0 Networking

Identify Ethernet wireless access point components, features, connectors, and cables Given basic IPv4 configuration settings or a network diagram, configure a wired or wireless

network connection

6.9 Infared, Bluetooth, and NFC 6.0 Networking

Identify common network connectivity devices and their roles

6.10 Internet Connectivity 6.0 Networking

Identify common network connectivity devices and their roles

6.11 SOHO Configuration 6.0 Networking

Understand the function of different network devices Given a scenario with specifications and networking requirements, select and install the

necessary Ethernet adapters, access points, or cables Given basic IPv4 configuration settings or a network diagram, configure a wired or wireless

network connection

6.12 Network Utilities 6.0 Networking



6.13 HomeGroup Networking

6.14 Network Troubleshooting 6.0 Networking


7.0 Printing

7.1 Printers 7.0 Printers

Identify printer types and connectors

7.2 Printer Configuration 7.0 Printers

Given a scenario with system specifications and end-user requirements, select and install the appropriate printer

Use Windows utilities to configure a local printer, set the default printer, manage print jobs, start and stop the print spooler, and print a test page

Connect and configure a network printer

7.3 Network Printing 7.0 Printers



7.4 Printing Management 7.0 Printers




7.5 Printer Maintenance

7.6 Printer Troubleshooting 7.0 Printers

Given a scenario with system specifications and end-user requirements, select and install the appropriate printer



8.0 Mobile Devices

8.1 Notebook Computers 8.0 Mobile Devices

Identify notebook computer types, features, and special keys

8.2 Notebook Components 8.0 Mobile Devices

Install and configure basic hardware components on notebook computers

8.3 Notebook Power Management

8.0 Mobile Devices

Install and configure basic hardware components on notebook computers Maintain notebook computers and troubleshoot common issues

8.4 Notebook Troubleshooting 8.0 Mobile Devices

Maintain notebook computers and troubleshoot common issues

8.5 Mobile Devices 8.0 Mobile Devices

Identify and configure mobile device features and accessories


8.6 Mobile Device Networking 8.0 Mobile Devices

Configure mobile device connection, data synchronization, email, and security settings

8.7 Mobile Device Security 8.0 Mobile Devices

Configure mobile device connection, data synchronization, email, and security settings

8.8 Mobile Device Troubleshooting

8.0 Mobile Devices

Maintain mobile devices and troubleshoot common issues


9.1 Windows System Tools 9.0 System Management

Troubleshoot common Windows operating system and software issues

9.2 Preferences and Settings 10.0 Security

Configure a screen saver and require a password to unlock a Windows workstation

9.3 Performance Monitoring 9.0 System Management


9.4 Users and Groups 9.0 System Management

Configure local users and groups for a Windows system Configure User Access Control (UAC) settings in Windows

9.5 Remote Services 9.0 System Management


Configure local users and groups for a Windows system

10.0 Security

Configure the basic Windows Firewall

9.6 Windows Application Management


Configure local users and groups for a Windows system Troubleshoot common Windows operating system and software issues

9.7 Linux Application Management

9.8 Digital Content Management

9.9 Updates 9.0 System Management

Configure Windows Update settings Manage device driver updates, roll back drivers, and enable or disable devices

9.10 System Backup 9.0 System Management

Use Windows Backup and Restore to configure a full system or file backup schedule Troubleshoot common Windows operating system and software issues

9.11 System Protection 9.0 System Management

Enable system restore and configure a restore point Troubleshoot common Windows operating system and software issues

9.12 System Recovery 9.0 System Management

Enable system restore and configure a restore point Use Windows Backup to configure a full system or file backup schedule



9.13 Virtual Memory 9.0 System Management


9.14 Operating System Troubleshooting



9.15 Windows Boot Errors 9.0 System Management


10.0 System Implementation

10.1 Component Selection 9.0 System Management


10.2 Windows Pre-Installation 9.0 System Management


10.3 Windows Installation 9.0 System Management


10.4 Post Installation 9.0 System Management


10.5 Virtuatlization


11.0 File Management

11.1 Windows File Locations

11.2 Managing Files on Windows

11.3 NTFS Permissions

11.4 Shared Folders

11.5 Linux File Management

12.0 Security

12.1 Best Practices 10.0 Security

Configure password and account lockout settings in a local security policy

12.2 Incident Response

12.3 Physical Security 10.0 Security

Configure a screen saver and require a password to unlock a Windows workstation

12.4 Social Engineering

12.5 BIOS/UEFI Security 10.0 Security

Configure BIOS/UEFI security settings

12.6 Malware Protection

12.7 Authentication 10.0 Security


Configure password and account lockout settings in a local security policy

12.8 File Encryption 10.0 Security

Encrypt files and folders

12.9 Network Security 6.0 Networking



10.0 Security

Configure password and account lockout settings in a local security policy Configure a screen saver and require a password to unlock a Windows workstation

12.10 Firewalls 10.0 Security

Configure the basic Windows Firewall

12.11 Proxy Servers

12.12 VPN

12.13 Security Troubleshooting

13.0 Capstone Exercises

13.1 Build a Computer From Scratch

13.2 Troubleshoot a Malfunctioning Computer


13.3 Troubleshoot System Startup

13.4 Create a Home Office Network

13.5 Configure the Windows Operating System

13.6 Troubleshoot a Mobile Device

13.7 Configure Linux

13.8 Lab Sandbox


Objective Mapping: TestOut PC Pro Objective to LabSim Section Exam Objective Module.Section

1 Basic Hardware Components

Identify power supply connectors, motherboard characteristics, CPU features, memory module attributes, and expansion bus types.

Given scenarios with system specifications and end-user requirements, select and install appropriate power supplies, motherboards, CPUs, memory modules, and expansion cards.

View BIOS/UEFI settings for basic hardware components. Configure the settings of basic hardware components. Troubleshoot basic hardware components and resolve issues.

3.1, 3.2, 3.3, 3.4, 3.5, 3.6, 3.7, 3.8

3.10, 3.11

2 Video

Identify video adapter components, features, connectors, and cables. Given a scenario with system specifications and end-user requirements, select and install the appropriate video adapters. Identify display device types. Given a scenario with system specifications and end-user requirements, select and install appropriate display devices. Configure display and video adapter settings.

3.12 4.4, 4.5

3 Audio

Identify sound card components, features, connectors, and cables. Given a scenario with system specifications and end-user requirements, select and install the appropriate sound cards. Identify audio device types. Given a scenario with system specifications and end-user requirements, select and install appropriate audio devices. Manage sound card and audio device settings.

3.13

4 External Devices

Identify external device component, features, connectors and cables. Connect external devices using the appropriate connectors and cables. Manage device driver updates, roll back drivers, and enable or disable devices. Install drivers for external devices.

4.1, 4.2, 4.3 4.6, 4.7


Prepare devices for safe removal.

5 Storage

Identify storage device components, features, connectors, and cables. Given scenarios with specifications and end-user requirements, select and install appropriate storage solutions. Configure BIOS/UEFI settings for hard disks. Configure common RAID arrays. Install and configure a new storage device with volumes, partitions, a drive letter, and format it with an appropriate file

system. Add space to an existing volume. Manage the file system type on an existing drive by converting a file system type or reformatting a partition. Schedule and run Disk Cleanup and Disk Defragmentation in Windows.

5.1, 5.2, 5.3, 5.4 5.5, 5.6, 5.7, 5.8

6 Networking

Identify Ethernet wired and wireless network adapter components, features, and connectors. Identify Ethernet wired network cable features and connectors. Identify Ethernet wireless access point components, features, connectors, and cables. Identify common network connectivity devices and their roles. Understand the function of different network devices. Given a scenario with specifications and networking requirements, select and install the necessary Ethernet adapters,

access points, or cables. Given basic IPv4/IPv6 configuration settings or a network diagram, configure a wired or wireless network connection. Use appropriate networking utilities to view, test, and troubleshoot basic network configuration, communication, and

connectivity problems.

6.1, 6.2, 6.3, 6.4 6.5, 6.6, 6.8, 6.9 6.10, 6.11, 6.12

7 Printing

Identify printer types and connectors. Given a scenario with system specifications and end-user requirements, select and install the appropriate printer. Use Windows utilities to configure a local printer, set the default printer, manage print jobs, start and stop the print spooler,

and print a test page. Connect and configure a network printer.

7.1, 7.2, 7.3, 7.4 7.6


8 Mobile Devices

Identify notebook computer types, features, and special keys. Install and configure basic hardware components on notebook computers. Maintain notebook computers and troubleshoot common issues. Identify and configure mobile device features and accessories. Configure mobile device connection, data synchronization, email, and security settings. Maintain mobile devices and troubleshoot common issues.

8.1, 8.2, 8.3 8.5, 8.6, 8.7, 8.8

9 System Management

Use Windows Backup to configure a full system or file backup schedule. Enable system restore and configure a restore point. Configure Windows Update settings. Configure local users and groups for a Windows system. Configure User Access Control (UAC) settings in Windows. Troubleshoot common Windows operating system and software issues.

9.2, 9.4, 9.5 9.9, 9.10, 9.14

10 Security

Configure BIOS/UEFI security settings. Configure password and account lockout settings in a local security policy. Configure a screen saver and require a password to unlock a Windows workstation. Configure the basic Windows Firewall. Encrypt files and folders.

12.1, 12.3, 12.5 12.7, 12.8, 12.10


Objective Mapping: LabSim Section to CompTIA 220-901 and 220-902 Objectives Section Title Objectives for CompTIA A+ 220-901 Objectives for CompTIA A+ 220-902

1.0 Computing Overview

1.1 Course Introduction

1.2 Using the Simulator

1.3 Hardware Basics

1.4 Install and configure PC expansion cards

Network cards Thunderbolt cards Riser cards

1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose.

Digital (Optical connector) o Thunderbolt

1.8 Install a power supply based on given specifications.

Connector types and their voltages o 20-pin o 24-pin

Specifications o Wattage o Size o Number of connectors o ATX o Micro-ATX o Dual voltage options


1.11 Identify common PC connector types and associated cables.

USB A to USB B USB to Ethernet Thunderbolt to DVI

1.12 Install and configure common peripheral devices

Input devices o Digital Cameras o Microphone o Webcam o Camcorder

Output devices o Speakers

3.1 Install and configure laptop hardware and components.

Expansion options o Ports/adapters

Thunderbolt

1.4 Windows Basics


Connector types and their voltages o SATA o PCIe 6/8-pin

1.5 Linux Basics

1.6 Mac OS Basics

2.1 Identify common features and functionality of the Mac OS and Linux operating systems.

Tools o Force quit


Features o Multiple desktops/Mission Control o Key Chain o Spot Light o Gestures o Finder o Remote Disc o Dock o Boot Camp

2.0 PC Technician

2.1 Protection and Safety

5.1 Given a scenario, use appropriate safety procedures.

Equipment grounding Proper component handling and storage

o Antistatic bags o ESD straps o ESD mats o Self-grounding

Toxic waste handling o Batteries o Toner o CRT

Personal safety o Disconnect power before repairing PC o Remove jewelry o Lifting techniques o Weight limitations o Electrical fire safety o Cable management o Safety goggles o Air filter mask

Compliance with local government regulations

5.2 Given a scenario with potential environmental impacts, apply the appropriate controls.

MSDS documentations for handling and disposal


Temperature, humidity level awareness and proper ventilation

Protection from airborne particles o Enclosures o Air filters/Mask

Compliance to local government regulations

2.2 Professional-ism

5.4 Demonstrate proper communication techniques and professionalism.

Use proper language - avoid jargon, acronyms, slang when applicable

Maintain a positive attitude / Project confidence Actively listen (taking notes) and avoid interrupting

the customer Be culturally sensitive

o Use appropriate professional titles, when applicable

Be on time (if late contact the customer) Avoid distractions

o Personal calls o Texting / Social media sites o Talking to co-workers while interacting

with customers o Personal interruptions

Dealing with difficult customer or situation o Do not argue with customers and/or be

defensive o Avoid dismissing customer problems o Avoid being judgmental o Clarify customer statements (ask open

questions to arrow the scope of the problem, restate the issue or question to verify understanding)

o Do not disclose experiences via social media outlets

Set and meet expectations/timeline and communicate status with customer

o Offer different repair/replacement options if applicable


o Provide proper documentation on the services provided

o Follow up with the customer/user at a later date to verify satisfaction

Deal appropriately with customers confidential and private materials

o Located on a computer, desktop, printer, etc

2.3 PC Tools 2.9 Given a scenario, use appropriate networking tools.

Multimeter Cable tester Loopback plug Punchdown tool

4.1 Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU and power with appropriate tools.

Tools o Multimeter o Power supply tester o Loopback plugs

4.2 Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools.

Tools o Screwdriver

4.4 Given a scenario, troubleshoot wired and wireless networks with appropriate tools.

Hardware tools o Cable tester o Loopback plug o Punch down tools

o


2.4 PC Maintenance

5.2 Given a scenario with potential environmental impacts, apply the appropriate controls.

Power surges, brownouts, blackouts o Battery backup o Surge suppressor

Dust and debris o Compressed air o Vacuums

2.5 Troublesho-oting Overview

5.5 Given a scenario, explain the troubleshooting theory.

Always consider corporate policies, procedures and impacts before implementing changes.

Identify the problem o Question the user and identify user

changes to computer and perform backups before making changes

Establish a theory of probable cause (question the obvious)

o If necessary, conduct external or internal research based on symptoms

Test the theory to determine cause o Once theory is confirmed determine next

steps to resolve problem o If theory is not confirmed re-establish

new theory or escalate Establish a plan of action to resolve the problem

and implement the solution Verify full system functionality and if applicable

implement preventive measures Document findings, actions and outcomes

System Compone-nts


3.1 Cases and Form Factors

1.1 Given a scenario, configure settings and use BIOS/UEFI tools on a PC.

Monitoring o Temperature monitoring

1.2 Explain the importance of motherboard components, their purpose, and properties.

Sizes o ATX o Micro-ATX o Mini-ITX o ITX

o

3.2 Power Supplies


BIOS configurations o Date/time

1.6 Install various types of CPUs and apply the appropriate cooling methods.

Characteristics o Speeds o Cores o Cache size/type o Hyperthreading o Architecture


Connector types and their voltages o Molex

Specifications o Dual rail

4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools.

Common symptoms o Spontaneous shutdown/restart



Common symptoms o Unexpected shutdowns o Loud noise o Fans spin - no power to other

devices

3.3 Mother-boards and Buses


RAM slots CPU sockets Chipsets

o North Bridge o South Bridge

CMOS battery Power connections and types Fan connectors Front/Top panel connectors

o USB o Audio o Power button o Power light o Drive activity lights o Reset button

Bus speeds


Cooling o Heat sink o Fans o Thermal paste o Liquid-based o Fanless/passive

o


3.4 Motherboard Trouble-shooting


Common symptoms o Black screen on bootup o BIOS time and setting resets o Attempts to boot to incorrect

device o Continuous reboots o No power o Overheating o Intermittent device failure o Smoke o Burning smell

o

3.5 Processors 1.1 Given a scenario, configure settings and use BIOS/UEFI tools on a PC.

BIOS component information o CPU

BIOS configurations o Clock speeds

1.3 Compare and contrast various RAM types and their features.

Types o DDR o DDR2 o DDR3 o SODIMM


Socket types o Intel: 775, 1155, 1156, 1366,

1150, 2011 o AMD: AM3, AM3+, FM1, FM2,

FM2+

o


Characteristics o Virtualization support

3.6 Processor Trouble-shooting


Common symptoms o System lockups o POST code beeps

o

3.7 Memory 1.3 Compare and contrast various RAM types and their features.

Types o ECC vs. non-ECC o RAM configurations

Single channel vs. dual channel vs. triple channel

o Buffered vs. unbuffered

o

3.8 Memory Installation


Monitoring o Fan speeds o Voltage


Types o Parity vs. non-parity o Single sided vs. double sided

o

3.9 Memory Trouble-shooting



Firmware upgrades - flash BIOS Built-in diagnostics

3.10 BIOS/UEFI 1.1 Given a scenario, configure settings and use BIOS/UEFI tools on a PC.

BIOS component information o RAM

BIOS configuration o Boot sequence o Enabling and disabling devices

Monitoring o Clock o Bus speed


RAM compatibility


Tools o BIOS/UEFI

3.11 Expansion Cards


Expansion slots o PCI o PCI-X o PCIe o miniPCI


USB cards Storage cards Modem cards

3.12 Video 1.4 Install and configure PC expansion cards

TV tuner cards

o


Video capture cards


Characteristics o Integrated GPU

3.13 Audio 1.1 Given a scenario, configure settings and use BIOS/UEFI tools on a PC.

BIOS component information o Hard drive o Optical drive


Physical connections o Other connector types

Audio Analog Digital (Optical connector) Characteristics

o Analog o Digital


Device cables and connectors o Audio

1.12 Install and configure common peripheral devices

Input & output devices o MIDI enabled devices

o


3.14 Cooling




Video cards


Device cables and connectors o PS/2

Adapters and convertors o PS/2 to USB

1.12 Install and configure common peripheral devices.

Input devices o Mouse o Keyboard o Scanner o Barcode reader o Biometric devices o Game pads o Joysticks o Digitizer o Motion sensor o Touch pads o Smart card readers

Output devices Input & output devices

o KVM o Smart TV o Set-Top Box

o


4.2 USB 1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose.

Physical connections o USB 1.1 vs. 2.0 vs. 3.0

Connector types: A, B, mini, micro


Device cables and connectors o USB

o

4.3 IEEE 1394 (FireWire)


Physical connections o FireWire 400 vs. FireWire 800


Device cables and connectors o FireWire (IEEE1394)

o

4.4 Display Devices


Sound cards


Physical connections o Other connector types

VGA HDMI DVI

1.5 Given a scenario, use Windows Control Panel utilities.

Display/Display settings o Resolution o Color depth o Refresh rate


1.10 Compare and contrast types of display devices and their features.

Types o LCD

TN vs. IPS Fluorescent vs. LED

backlighting o Plasma o Projector o OLED

Refresh/ frame rates Resolution Native resolution Brightness/lumens Analog vs. digital Privacy/antiglare filters Multiple displays Aspect ratios

o 16:9 o 16:10 o 4:3


Display connector types o DVI-D o DVI-I o DVI-A o Display Port o RCA o HD15 (i.e. DE15 or DB15) o miniHDMI o miniDin-6

Display cable types o HDMI o DVI o VGA o Component o Composite o Coaxial


Adapters and convertors o DVI to HDMI o DVI to VGA o HDMI to VGA


Output devices o Display devices


Expansion options o Ports/Adapters

DisplayPort

3.2 Explain the function of components within the display of a laptop.

Types o LCD

TN vs. IPS Fluorescent vs. LED

backlighting o OLED

4.5 Video Troubles-hooting


Connector types and their voltages o 4/8-pin 12v

4.3 Given a scenario, troubleshoot common video, projector and display issues.

Common symptoms o VGA mode


Common symptoms o Multiple monitor misalignment/orientation


o No image on screen o Overheat shutdown o Dead pixels o Artifacts o Color patterns incorrect o Dim image o Flickering image o Distorted image o Distorted geometry o Burn-in o Oversized images and icons

4.6 Device Driver Management


FireWire cards

1.5 Install and configure storage devices and use appropriate media.

Hot swappable drives

4.7 Device Driver Trouble-shooting


Common symptoms o Boots to safe mode

Tools o Safe mode

5.0 Storage

5.1 Storage Devices

1.5 Install and configure storage devices and use appropriate media.

Magnetic hard disk drives o 5400 rpm o 7200 rpm

o


o 10,000 rpm Solid state/flash drives

o Compact flash o SD o Micro-SD o xD o SSD o Hybrid o eMMC

Tape drive


Tools o External enclosures

5.2 SATA 1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose.

Physical connections o SATA1 vs. SATA2 vs. SATA3,

eSATA


Device cables and connectors o SATA o eSATA

5.3 Optical Media 1.5 Install and configure storage devices and use appropriate media.

Optical drives o CD-ROM/ CD-RW o DVD-ROM / DVD-RW / DVD-

RW DL o Blu-Ray

o


o BD-R o BD-RE

Media capacity o CD o CD-RW o DVD-RW o DVD o Blu-Ray o Tape o DVD DL

5.4 RAID 1.5 Install and configure storage devices and use appropriate media.

RAID types o 0 o 1 o 5 o 10

o

5.5 File Systems 4.2 Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools.

Tools o FORMAT o Diskpart

1.2 Given a scenario, install Windows PC operating systems using appropriate methods.

Type of installations o Multiboot

Partitioning o Dynamic o Basic o Primary o Extended o Logical o GPT

File system types/formatting o ExFAT o FAT32 o NTFS

Properly formatted boot drive with the correct partitions/format

1.3 Given a scenario, apply the appropriate Microsoft command line tools.


FORMAT DISKPART

5.6 File System Creation


File system types/formatting o Quick format vs. full format

5.7 Storage Management

5.8 Storage Spaces

5.9 Disk Optimization


Tools o CHKDSK o Defragmentation tool

1.3 Given a scenario, apply appropriate Microsoft command line tools

CHKDSK

1.4 Given a scenario, use appropriate Microsoft operating system features and tools.

System utilities o DEFRAG

1.7 Perform common preventive maintenance procedures using the appropriate Windows OS tools.

Best practices o Scheduled disk maintenance

Tools o Disk maintenance utilities


Best practices


o Scheduled disk maintenance Tools

o Disk maintenance utilities


Tools o DEFRAG

5.10 Storage Trouble-shooting


Common symptoms o Slow performance o Loud clicking noise o Failure to boot o Drive not recognized o OS not found o RAID not found o RAID stops working

Tools o Bootrec

1.3 Given a scenario, apply appropriate Microsoft command line tools.

BOOTREC


Tools o Repair disks

6.0 Networking

6.1 Networking Overview

6.2 Network Hardware

2.8 Compare and contrast network architecture devices, their functions, and features.

Hub Switch Router Bridge Modem

1.6 Given a scenario, install and configure Windows networking on a client/desktop.

Network card properties o Wake-on-LAN


Repeaters/extenders


Hardware tools o Wire strippers o Crimper

2.4 Summarize the properties and purpose of services provided by networked hosts.

Server roles o Web server o File server o Printer server o DHCP server o DNS server

6.3 Networking Media


Digital (Optical connector) o RJ-45 o RJ-11


Display connector types o BNC

2.1 Identify the various types of network cables and connectors.

Fiber o Connectors: SC, ST and LC

Twisted pair o Connectors: RJ-11, RJ-45 o Wiring standards: T568A, T568B

Coaxial o Connectors: BNC, F-connector

2.2 Compare and contrast the characteristics of connectors and cabling.

Fiber


Establish networking connections o Wired


o Types (single-mode vs. multi-mode)

o Speed and transmission limitations

Twisted pair o Types: STP, UTP, CAT3, CAT5,

CAT5e, CAT6, CAT7, plenum, PVC

o Speed and transmission limitations

o Splitters and effects on signal quality

Coaxial o Types: RG-6, RG- 59 o Speed and transmission

limitations o Splitters and effects on signal

quality

2.9 Given a scenario, use appropriate networking tools.

Crimper Cable stripper

6.4 Ethernet 1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose.

Characteristics o Distance limitations o Data transfer speeds o Quality


Patch panel Ethernet over Power Power over Ethernet injector


6.5 IP Networking 2.3 Explain the properties and characteristics of TCP/IP.

Subnet mask vs. CIDR

2.4 Explain common TCP and UDP ports, protocols, and their purpose.

Ports o 21 - FTP o 22 - SSH o 23 - TELNET o 25 - SMTP o 53 - DNS o 80 - HTTP o 110 - POP3 o 143 - IMAP o 443 - HTTPS o 3389 - RDP o 137-139, 445 - SMB o 548 OR 427 - AFP

Protocols o DHCP o DNS o LDAP o SNMP o SMB o CIFS o SSH o AFP

TCP vs. UDP

6.6 IP Configur-ation

2.3 Explain the properties and characteristics of TCP/IP.

Public vs. private vs. APIPA/link local Static vs. dynamic Client-side DNS settings Client-side DHCP Gateway


Configuring an alternative IP address in Windows o IP addressing o Subnet mask o DNS o Gateway

Network card properties


o Half duplex/full duplex/auto o Speed o QoS o BIOS (on-board NIC)

6.7 IP version 6 2.3 Explain the properties and characteristics of TCP/IP.

IPv4 vs. IPv6


Legacy / embedded systems

6.8 802.11 Wireless


Characteristics o Frequencies

2.5 Compare and contrast various Wi-Fi networking standards and encryption types.

Standards o 802.11 a/b/g/n/ac o Speeds, distances and

frequencies Encryption types

o WEP, WPA, WPA2, TKIP, AES

2.6 Given a scenario, install and configure SOHO wireless/wired router and apply appropriate settings.

Channels


Establish networking connections o Wireless


Server roles o Authentication server

6.9 Infared, Bluetooth, and NFC

2.6 Install and configure basic mobile device network connectivity and email.

Bluetooth


o Enable Bluetooth o Enable pairing o Find device for pairing o Enter appropriate pin code o Test connectivity

6.10 Internet Connectivity


Wireless/cellular cards

2.7 Compare and contrast Internet connection types, network types, and their features.

Internet Connection Types o Cable o DSL o Dial-up o Satellite o ISDN o Cellular

Tethering Mobile hotspot

o Line of sight wireless internet service

Network Types o LAN o WAN o PAN o MAN


Establish networking connections o Dialups o WWAN (Cellular)


Wireless / cellular data network (enable/disable) o Hotspot o Tethering

Corporate and ISP email configuration

6.11 SOHO Configur-ation

2.6 Given a scenario, install and configure SOHO wireless/wired router and apply appropriate settings

DHCP (on/off) DMZ NAT / DNAT Basic QoS Firmware


Home vs. Work vs. Public network settings


UPnP

2.7 Compare and contrast Internet connection types, network types, and their features.

Internet Connection Types o Fiber


Access point

6.12 Network Utilities


Command line tools o PING o IPCONFIG/IFCONFIG o TRACERT o NETSTAT o NBTSTAT o NETDOM o NSLOOKUP


Basic Linux commands o iwconfig/ifconfig

6.13 HomeGroup Networking


HomeGroup vs. WorkGroup Domain setup

6.14 Network Troubles-hooting

2.9 Given a scenario, use appropriate networking tools.

Tone generator & probe

4.4 Given a scenario, troubleshoot common mobile OS and application security issues with appropriate tools.

Tools


Wi-Fi analyzer


Common symptoms o No connectivity o APIPA/link local address o Limited connectivity o Local connectivity o Intermittent connectivity o IP conflict o Slow transfer speeds o Low RF signal o SSID not found

Hardware tools o Tone generator and probe o Wireless locator

o Wi-Fi analyzer

7.0 Printing

7.1 Printers 1.12 Install and configure common peripheral devices.

Output devices o Printers

1.13 Install SOHO multifunction device / printers and configure appropriate settings.

Device sharing o Wired

Serial

1.14 Compare and contrast differences between the various print technologies and the associated imaging process.

Laser

o


o Imaging drum, fuser assembly, transfer belt, transfer roller, pickup rollers, separate pads, duplexing assembly

o Imaging process: processing, charging, exposing, developing, transferring, fusing and cleaning

Inkjet o Ink cartridge, print head, roller,

feeder, duplexing assembly, carriage and belt

Thermal o Feed assembly, heating element o Special thermal paper

Impact o Print head, ribbon, tractor feed o Impact paper

7.2 Printer Configur-ation


Use appropriate drivers for a given operating system

o Configuration settings Duplex Collate Orientation Quality


USB


Virtual o Print to file o Print to PDF o Print to XPS o Print to image

o


7.3 Network Printing



Ethernet o Wireless

Bluetooth 802.11 (a,b,g,n,ac) Infrastructure vs. adhoc

o Integrated print server (hardware)

o Cloud printing/remote printing Public/shared devices

o Sharing local/networked device via Operating System settings

TCP/Bonjour/AirPrint o Data privacy

User authentication on the device

Hard drive caching


Printer sharing vs. networking printer mapping


VPN

7.4 Printing Management

7.5 Printer Maintenance


Inkjet o Calibration

1.15 Given a scenario, perform appropriate printer maintenance.

Laser o Replacing toner, applying

maintenance kit, calibration, cleaning

Thermal

o


o Replace paper, clean heating element, remove debris

Impact o Replace ribbon, replace print

head, replace paper Inkjet

o Clean heads, replace cartridges, calibration, clear jams

4.6 Given a scenario, troubleshoot printers with appropriate tools.

Tools o Maintenance kit o Compressed air

7.6 Printer Trouble-shooting

4.6 Given a scenario, troubleshoot printers with appropriate tools.

Common symptoms o Steaks o Faded prints o Ghost images o Toner not fused to the paper o Creased paper o Paper not feeding o Paper jam o No connectivity o Garbled characters on paper o Vertical lines on page o Backed up print queue o Low memory errors o Access denied o Printer will not print o Color prints in wrong print color o Unable to install printer o Error codes o Printing blank pages o No image on printer display

Tools o Toner vacuum o Printer spooler

o


8.0 Mobile Devices

8.1 Notebook Computers


Input & Output devices o Touch screen


Expansion options o Express card /34 o Express card /54 o SODIMM o Flash o Port/Adapters

USB to RJ-45 dongle USB to Wi-Fi dongle USB to Bluetooth USB Optical Drive

Hardware/device replacement o DC jack o Speaker


Webcam Microphone

3.3 Given a scenario, use appropriate laptop features.

Special function keys o Dual displays o Wireless (on/off) o Cellular (on/off) o Volume settings o Screen brightness


Wireless / cellular data network (enable/disable) o Airplane mode


o Bluetooth (on/off) o Keyboard backlight o Touch pad (on/off) o Screen orientation o Media options (fast

forward/rewind) o GPS (on/off) o Airplane mode

Docking station Physical laptop lock and cable lock Rotating / removable screens

8.2 Notebook Components


Hardware/device replacement o Keyboard o Hard drive

SSD vs. Hybrid vs. Magnetic disk

1.8in vs. 2.5in o Memory o Optical drive o Wireless card o Mini-PCIe o Screen o Touchpad o Plastics/frames o System board o CPU


Wi-Fi antenna connector/placement Inverter

4.5 Given a scenario, troubleshoot and repair common mobile device issues while adhering to the appropriate procedures.

o


Disassembling processes for proper re-assembly

o Document and label cable and screw locations

o Organize parts o Refer to manufacturer resources o Use appropriate hand tools

8.3 Notebook Power Management


Hardware/device replacement o Battery


Power options o Hibernate o Sleep/suspend o Standby

8.4 Notebook Trouble-shooting


Digitizer


No display Flickering display Sticking keys Battery not charging Ghost cursor/pointer drift No power Num lock indicator lights

4.3 Given a scenario, troubleshoot common mobile OS and application issues with appropriate tools.

Common symptoms o Dim display o Intermittent wireless o No wireless connectivity o No Bluetooth connectivity o Cannot broadcast to external monitor o Touchscreen non-responsive o Extremely short battery life o Inaccurate touch screen response

8.5 Mobile Devices

3.4 Explain the characteristics of various types of other mobile devices.

Tablets Smart phones Wearable technology devices

o Smart watches o Fitness monitors

2.5 Identify basic features of mobile operating systems.

Android vs. iOS vs. Windows o Open source vs. closed source/vendor

specific o App source (play store, app store and

store)


o Glasses and headsets Phablets e-Readers Smart camera GPS

3.5 Compare and contrast accessories & ports of other mobile devices.

Connection types o Bluetooth

Accessories o Headsets o Speakers o Game pads o Docking stations o Extra battery packs/battery

chargers o Protective covers / water

proofing o Credit card readers o Memory/MicroSD

o Screen orientation (accelerometer/gyroscope)

o Screen calibration o GPS and geotracking o Wi-Fi calling o Launcher/GUI o Virtual assistant o SDK/APK o Emergency notification o Mobile payment service


PRI updates/PRL updates/Baseband updates Radio firmware IMEI vs. IMSI

8.6 Mobile Device Networking


Wireless connections o Bluetooth o RF o IR o NFC

3.5 Compare and contrast accessories & ports of other mobile devices.

Connection types o NFC o Proprietary vendor specific ports

(communication/power) o microUSB/miniUSB o Lightning


Features o Spot Light


Corporate and ISP email configuration o POP3 o IMAP o Port and SSL settings o Exchange, S/MIME

Integrated commercial provider email configuration o Google/Inbox o Yahoo


o IR o Hotspot/ tethering

2.7 Summarize methods and data related to mobile device synchronization.

Types of data to synchronize o Contacts o Programs o Email o Pictures o Music o Videos o Calendar o Bookmarks o Documents o Location data o Social media data o eBooks

Synchronization methods o Synchronize to the Cloud o Synchronize to the Desktop

Mutual authentication for multiple services (SSO) Software requirements to install the application on

the PC Connection types to enable synchronization

8.7 Mobile Device Security

3.5 Compare and contrast various methods for securing mobile devices.

Screen locks o Fingerprint lock o Face lock o Swipe lock o Passcode lock

Remote wipes Locator applications Remote backup applications Failed login attempts restrictions Antivirus/Antimalware Patching/OS updates Biometric authentication Full device encryption Multifactor authentication Authenticator applications


Trusted sources vs. untrusted sources Firewalls Policies and procedures

o BYOD vs. corporate owned o Profile security requirements


Tools o Hard reset o Reset to factory default


Common symptoms o Unintended Wi-Fi connection o Unintended Bluetooth pairing

Tools o Factory reset/Clean install o Backup/restore

iTunes/iCloud/Apple Configurator

Google sync

8.8 Mobile Device Trouble-shooting


Common symptoms o Dim display o Intermittent wireless o No wireless connectivity o No Bluetooth connectivity o Cannot display to external

monitor o Touchscreen non-responsive o Apps not loading o Slow performance o Unable to decrypt email


Common symptoms o Apps not loading o Slow performance o Unable to decrypt email o Overheating o Frozen system o No sound from speakers o System lockout

Tools o Soft reset o Close running applications o Adjust configurations/settings


o Extremely short battery life o Overheating o Frozen system o No sound from speakers o GPS not functioning o Swollen battery

o Uninstall/reinstall apps o Force stop


Common symptoms o Signal drop/weak signal o Power drain o Slow data speeds o Leaked personal files/data o Data transmission overlimit o Unauthorized account access o Unauthorized root access o Unauthorized location tracking o Unauthorized camera/microphone

activation o High resource utilization

Tools o App scanner o Uninstall/reinstall apps o Force stop o Cell tower analyzer

9.0 System Manage-ment

9.1 Windows System Tools

9.2 Preferences and Settings

9.3 Performance Monitoring


Common symptoms o Read/write failure

o


9.4 Users and Groups

1.5 Given a scenario, use Windows Control Panel Utilities.

User accounts


Integrated commercial provider email configuration o Outlook.com o iCloud

3.3 Compare and contrast differences of basic Windows OS security settings.

User and groups o Administrator o Power user o Guest o Standard user


Tools o Backup/restore

One Drive

9.5 Remote Services


System o Remote settings


Best practices o Screen sharing


9.6 Windows Application Management


Administrative o Task scheduler


Program and features Troubleshooting

4.1 Given a scenario, troubleshooting PC operating system problems with appropriate tools.

Tools o Uninstall/reinstall/repair

9.7 Linux Application Management


Best practices o Patch management

Tools o Shell/Terminal

Basic Linux commands o ps o apt-get

4.2 Given a scenario, troubleshoot common PC security issues with appropriate tools and best practices.

Tools o Terminal

9.8 Digital Content Management


Characteristics

5.3 Summarize the process of addressing prohibited content/activity, and explain privacy, licensing, and policy concepts.

Licensing / DRM / EULA


o DRM o Open source vs. commercial license o Personal license vs. enterprise licenses

9.9 Updates


System utilities o Windows Update


Best practices o Windows updates o Patch management o Driver/firmware updates


Best practices o System updates/App store o Driver/firmware updates

3.4 Given a scenario, deploy and enforce security best practices to secure a workstation.

Patch/update management

9.10 System Backup


Best practices o Scheduled backups

Tools o Backup o Recovery backups



Best practices o Scheduled backups

Tools o Backup/Time Machine


Tools o Recovery console

9.11 System Protection


System utilities o System restore


Tools o System restore

9.12 System Recovery


Tools o File recovery software


Type of installations o Recovery partition o Refresh/restore

Factory recovery partition


Tools


o System Recovery Options

9.13 Virtual Memory

9.14 Operating System Trouble-shooting


Common symptoms o Indicator lights o Proprietary crash screens

(BSOD/pin wheel)


Common symptoms o Proprietary crash screens

(BSOD/pin wheel) o S.M.A.R.T errors


SFC Commands available with standard privileges vs.

administrative privileges.


System utilities o SERVICES.MSC


Run as administrator vs. standard user


Common symptoms o Proprietary crash screens (BSOD/pin

wheel) o Improper shutdown o Device fails to start/detected o Missing dll message o Services fails to start o Compatibility error o Slow system performance o Missing Graphical Interface o Kernel panic o Graphical Interface fails to load

Tools


o SFC

9.15 Windows Boot Errors


Common symptoms o Failure to boot o File fails to open o Missing NTLDR o Missing Boot Configuration Data o Missing operating system o Missing GRUB/LILO

10.0 System Implemen-tation

10.1 Component Selection

1.9 Given a scenario, select the appropriate components for custom PC configuration, to meet customer specifications or needs.

Graphic/ CAD / CAM design workstation o Multicore processor o High-end video o Maximum RAM

Audio/Video editing workstation o Specialized audio and video

card o Large fast hard drive o Dual monitors

Virtualization workstation o Maximum RAM and CPU cores

Gaming PC o Multicore processor o High-end video/specialized GPU o High definition sound card o High-end cooling

Home Theater PC o Surround sound audio o HDMI output

o


o HTPC compact form factor o TV tuner

Standard thick client o Desktop applications o Meets recommended

requirements for selected OS Thin client

o Basic applications o Meets minimum requirements for

selected OS o Network connectivity

Home Server PC o Media streaming o File sharing o Print sharing o Gigabit NIC o RAID array

10.2 Windows Pre-Installation

1.1 Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1).

Features o 32-bit vs. 64-bit o Aero, gadgets, user account control, bit-

locker, shadow copy, system restore, ready boost, sidebar, compatibility mode, virtual XP mode, easy transfer, administrative tools, defender, Windows firewall, security center, event viewer, file structure and paths, category view, vs. classic view.

o Side by side apps, Metro UI, Pinning, One Drive, Windows store, Multimonitor task bars, Charms, Start Screen, Power Shell, Live sign in, Action Center.

o Upgrade paths - differences between in place upgrades, compatibility tools, Windows upgrade OS advisor



Type of installations o Upgrade o Clean install


Other o User State Migration tool (USMT) o Windows Easy Transfer o Windows Upgrade Advisor

10.3 Windows Installation


Boot methods o USB o CD-ROM o DVD o PXE o Solid State/flash drives o Netboot o External/hot swappable drive o Internal hard drive (partition)

Type of installations o Unattended installation o Repair installation o Remote network installation o Image deployment

Load alternate third party drivers when necessary


Tools o Pre-installation environments

10.4 Post Installation



Workgroup vs. Domain setup Time/date/region/language settings Driver installation, software and windows updates

10.5 Virtuatliz-ation


BIOS configurations o Virtualization support o BIOS security (passwords, drive

encryption: TPM, lo-jack, secure boot)

2.2 Given a scenario, setup and use client-side virtualization.

Purpose of virtual machines Resource requirements Emulator requirements Security requirements Network requirements Hypervisor

2.3 Identify basic cloud concepts.

SaaS IaaS PaaS Public vs. Private vs. Hybrid vs. Community Rapid Elasticity On-demand Resource pooling Measured service

11.0 File Manage-ment

11.1 Windows File Locations

11.2 Managing Files on Windows


MD RD CD


DEL COPY XCOPY ROBOCOPY DIR

1.5 Given a scenario, use Windows Control Panel utilities

Folder options o View hidden files o Hide extensions o General options o View options

11.3 NTFS Permissions

11.4 Shared Folders


Command line tools o NET

1.6 Given a scenario, install and configure Windows networking on a client/desktop

Network shares/administrative shares/mapping drives


NTFS vs. Share permissions o Allow vs. deny o Moving vs. copying folders and files o File attributes

Shared files and folders o Administrative shares vs. local shares o Permission propagation o Inheritance

11.5 Linux File Management


File system types/formatting


o CDFS o NFS o ext3, ext4


Tools o Restore/snapshot o Image recovery

Basic Linux commands o Is o grep o cd o shutdown o pwd vs. passwd o mv o cp o rm o chmod o chown o q o vi o dd

12.0 Security

12.1 Best Practices

3.1 Identify common security threats and vulnerabilities.

Violations of security best practices

3.2 Compare and contrast common preventive methods.

Digital security o Trusted/untrusted software sources

Principle of least privilege



User authentication o Single sign-on


Password best practices o Setting strong passwords o Password expiration o Changing default user names/

passwords o Screensaver required password o Requiring passwords

Account management o Restricting user permissions o Disabling guest account

Disable autorun


Follow corporate end-user policies and security best practices.

12.2 Incident Response


Incident Response o First response

Identify Report through proper channels Data/device preservation

o Use of documentation/documentation changes

o Chain of custody Tracking of

evidence/documenting process


12.3 Physical Security

3.2 Compare and contrast common prevention methods

Physical security o Lock doors o Mantrap o Cable locks o ID badges o Entry control roster

Digital security o DLP

3.6 Given a scenario, use appropriate data destruction and disposal methods.

Physical destruction o Shredder o Drill / Hammer o Electromagnetic (Degaussing) o Incineration o Certificate of destruction

Recycling or repurposing best practices o Low level format vs. standard format o Overwrite o Drive wipe

12.4 Social Engineering


Phishing Spear phishing Spoofing Social engineering Shoulder surfing Tailgating

3.2 Compare and contrast common prevention methods

Physical security o Securing physical

documents/passwords/shredding o Privacy filters



Personally Identifiable Information

12.5 BIOS/UEFI Security


Monitoring o Intrusion detection/notification


Password best practices o BIOS/UEFI passwords

12.6 Malware Protection


Best practices o Antivirus/ Antimalware updates


Best practices o Antivirus/ Antimalware updates


Server roles o Mail server

3.1 Identify common security threats and vulnerabilities

Malware o Spyware o Viruses o Worms o Trojans o Rootkits o Ransomware


Zombie/botnet Non-compliant systems

3.2 Compare and contrast common prevention methods.

Digital security o Antivirus/ Antimalware


Common symptoms o Pop-ups o Browser redirection o Security alerts

12.7 Authenti-cation

3.1 Install and configure laptop hardware and components

Hardware/device replacement o Smart card reader


Basic Linux commands o su/sudo


Brute forcing Dictionary attacks


Physical security o Biometrics o Key fobs o RFID badge o Smart card o Tokens

Digital security o User authentication/strong passwords o Multifactor authentication o Directory permissions



Account management o Disabling guest account

12.8 File Encryption


System files and folders Bitlocker-To-Go EFS


Data encryption

12.9 Network Security

2.6 Given a scenario, install and configure SOHO wireless/wired router and apply appropriate settings.

Port forwarding, port triggering


Digital security o Disabling ports o Access control lists o Smart card o Email filtering

User Education/AUP

3.7 Given a scenario, secure SOHO wireless and wired networks.

Wireless specific o Changing default SSID o Setting encryption o Disabling SSID broadcast o Antenna and access point placement o Radio power levels o WPS

Change default user-names and passwords Enable MAC filtering Assign static IP addresses


Content filtering / parental controls Update firmware Physical security

12.10 Firewalls 2.8 Compare and contrast network architecture devices, their functions, and features.

Firewall


Firewall settings o Exceptions o Configuration o Enabling/disabling Windows firewall


Internet appliance o UTM o IDS o IPS


Digital security o Firewalls

3.7 Given a scenario, secure SOHO wireless and wired networks.

Firewall settings Port forwarding/mapping Disabling ports

12.11 Proxy Servers


Internet options o Connections



Proxy settings


Server roles o Proxy server

12.12 VPN


Establish networking connections o VPN


Digital security o VPN

12.13 Security Trouble-shooting


Zero day attack Man-in-the-middle


Common symptoms o Slow performance o Internet connectivity issues o PC/OS lock up o Application crash o OS updates failures o Rogue antivirus o Spam o Renamed system files


o Files disappearing o File permission changes o Hijacked email

Responses from users regarding email

Automated replies from unknown sent email

o Access denied o Invalid certificate (trusted root CA)

Tools o Antivirus software o Antimalware software o System restore/ Snapshot o Pre-installation environments o Refresh/restore

Best practice procedure for malware removal o 1. Identify malware symptoms o 2. Quarantine infected system o 3. Disable system restore (in Windows) o 4. Remediate infected systems

a. Update antimalware software b. Scan and removal

techniques (safe mode, pre-installation environment)

o 5. Schedule scans and run updates o 6. Enable system restore and create

restore point (in Windows) o 7. Educate end user


Tools o Antimalware

13.0 Capstone Exercises


13.1 Build a Computer From Scratch

13.2 Trouble-shoot a Malfunc-tioning Computer

13.3 Trouble-shoot System Startup

13.4 Create a Home Office Network

13.5 Configure the Windows Operating System

13.6 Trouble-shoot a Mobile Device

13.7 Configure Linux

13.8 Lab Sandbox


Objective Mapping: CompTIA 220-901 Objective to LabSim Section # Exam Objective Module.Section

1.0 Hardware

1.1

Given a scenario, configure settings and use BIOS/UEFI tools on a PC.

Firmware upgrades - flash BIOS BIOS component information

o RAM o Hard drive o Optical drive o CPU

BIOS configurations o Boot sequence o Enabling and disabling devices o Date/time o Clock speeds o Virtualization support o BIOS security (passwords, drive encryption: TPM, lo-jack)

Built-in diagnostics Monitoring Temperature monitoring Fan speeds Intrusion detection/notification Voltage Clock Bus speed

3.7, 3.10 12.5

1.2

Explain the importance of motherboard components, their purpose, and properties.

Sizes o ATX o Micro-ATX o Mini-ITX o ITX

Expansion slots o PCI o PCI-X

3.3, 3.8, 3.11


o PCIe o miniPCI

RAM slots CPU sockets Chipsets

o North Bridge o South Bridge

CMOS battery Power connections and types Fan connectors Front/Top panel connectors

o USB o Audio o Power button o Power light o Drive activity lights o Reset button

Bus speeds

1.3

Compare and contrast various RAM types and their features.

Types o DDR o DDR2 o DDR3 o SODIMM o DIMM o Parity vs. non-parity o ECC vs. non-ECC o Single sided vs. double sided o Buffered vs. unbuffered

RAM configurations o Single channel vs. dual channel vs. triple channel

RAM compatibility

3.7, 3.8, 3.9

1.4 Install and configure expansion cards.

Sound cards Video cards

3.9, 3.10, 3.11 4.2, 4.3

5.7 6.2, 6.8


Network cards USB cards FireWire cards Thunderbolt cards Storage cards Modem cards Wireless/cellular cards TV tuner cards Video capture cards Riser cards

1.5

Install and configure storage devices and use appropriate media.

Optical drives o CD-ROM / CD-RW o DVD-ROM / DVD-RW / DVD-RW DL o Blu-Ray o BD-R o BD-RE

Magnetic hard disk drives o 5400 rpm o 7200 rpm o 10,000 rpm

Hot swappable drives Solid state/flash drives

o Compact flash o SD o Micro-SD o Mini-SD o xD o SSD o Hybrid o eMMC

RAID types o 0 o 1 o 5 o 10

Tape drive Media capacity

o CD

4.6 5.1, 5.3, 5.4, 5.9


o CD-RW o DVD-RW o DVD o Blu-Ray o Tape o DVD DL

1.6

Install various types of CPUs and apply the appropriate cooling methods.

Socket types o Intel: 775, 1155, 1156, 1366, 1150, 2011 o AMD: AM3, AM3+, FM1, FM2, FM2+

Characteristics o Speeds o Cores o Cache size/type o Hyperthreading o Virtualization support o Architecture (32-bit vs. 64-bit) o Integrated GPU o Disable execute bit

Cooling o Heat sink o Fans o Thermal paste o Liquid-based o Fanless/passive

3.5, 3.14

1.7

Compare and contrast various PC connection interfaces, their characteristics and purpose.

USB 1.1 vs. 2.0 vs. 3.0 o Connector types: A, B, mini, micro

FireWire 400 vs. FireWire 800 SATA1 vs. SATA2 vs. SATA3, eSATA Other connector types

o VGA o HDMI o DVI o Audio

1.3 4.2, 4.3

5.2 6.9, 6.10


Analog Digital (Optical connector)

o RJ-45 o RJ-11 o Thunderbolt

Wireless connections o Bluetooth o IR o RF o NFC

Characteristics o Analog o Digital o Distance limitations o Data transfer speeds o Quality o Frequencies

1.8

Install a power supply based on given specifications.

Connector types and their voltages o SATA o Molex o 4/8-pin 12v o PCIe 6/8-pin o 20-pin o 24-pin

Specifications o Wattage o Dual rail o Size o Number of connectors o ATX o Micro-ATX o Dual voltage options

3.2, 3.3

1.9 Given a scenario, select the appropriate components for a custom PC configuration, to meet customer specifications or needs. 10.1


Graphic / CAD / CAM design workstation o Multicore processor o High-end video o Maximum RAM

Audio/Video editing workstation o Specialized audio and video card o Large fast hard drive o Dual monitors

Virtualization workstation o Maximum RAM and CPU cores

Gaming PC o Multicore processor o High-end video/specialized GPU o High definition sound card o Better sound card o High-end cooling

Home Theater PC o Surround sound audio o HDMI output o HTPC compact form factor o TV tuner

Standard thick client o Desktop applications o Meets recommended requirements for selected OS

Thin client o Basic applications o Meets minimum requirements for selected OS o Network connectivity

Home Server PC o Media streaming o File sharing o Print sharing o Gigabit NIC o RAID array

1.10

Compare and contrast types of display devices and their features.

Types o LCD

TN vs. IPS

4.4


Fluorescent vs. LED backlighting o Plasma o Projector o OLED

Refresh/frame rates Resolution Native resolution Brightness/lumens Analog vs. digital Privacy/antiglare filters Multiple displays Aspect ratios

o 16:9 o 16:10 o 4:3

1.11

Identify common PC connector types and associated cables.

Display connector types o DVI-D o DVI-I o DVI-A o Displayport o RCA o HD15 (i.e. DE15 or DB-15) o BNC o miniHDMI o miniDin-6

Display cable types o HDMI o DVI o VGA o Component o Composite o Coaxial

Device cables and connectors o SATA o eSATA o USB o FireWire (IEEE1394) o PS/2

1.3 3.9, 3.12 4.2, 4.3

5.2


o Audio Adapters and convertors

o DVI to HDMI o USB A to USB B o USB to Ethernet o DVI to VGA o Thunderbolt to DVI o PS/2 to USB o HDMI to VGA

1.12

Install and configure common peripheral devices.

Input devices o Mouse o Keyboard o Scanner o Barcode reader o Biometric devices o Game pads o Joysticks o Digitizer o Motion sensor o Touch pads o Smart card readers o Digital cameras o Microphone o Webcam o Camcorder

Output devices o Printers o Speakers o Display devices

Input & Output devices o Touch screen o KVM o Smart TV o Set-Top Box o MIDI enabled devices

1.3 3.9, 3.10

4.1 7.2

12.7, 12.8


1.13

Install SOHO multifunction device / printers and configure appropriate settings.

Use appropriate drivers for a given operating system o Configuration settings

Duplex Collate Orientation Quality


USB Serial Ethernet

o Wireless Bluetooth 802.11(a,b,g,n,ac) Infrastructure vs. adhoc

Integrated print server (hardware) Cloud printing/remote printing Public/shared devices

o Sharing local/networked device via Operating System settings TCP/Bonjour/AirPrint

Data privacy o User authentication on the device o Hard drive caching

7.2, 7.3, 7.4

1.14

Compare and contrast differences between the various print technologies and the associated imaging process.

Laser o Imaging drum, fuser assembly, transfer belt, transfer roller, pickup rollers, separate pads, duplexing

assembly o Imaging process: processing, charging, exposing, developing, transferring, fusing and cleaning

Inkjet o Ink cartridge, print head, roller, feeder, duplexing assembly, carriage and belt o Calibration

Thermal o Feed assembly, heating element o Special thermal paper

Impact o Print head, ribbon, tractor feed

7.1, 7.2


o Impact paper Virtual

o Print to file o Print to PDF o Print to XPS o Print to image

1.15

Given a scenario, perform appropriate printer maintenance.

Laser o Replacing toner, applying maintenance kit, calibration, cleaning

Thermal o Replace paper, clean heating element, remove debris

Impact o Replace ribbon, replace print head, replace paper

Inkjet o Clean heads, replace cartridges, calibration, clear jams

7.5

2.0 Networking

2.1

Identify the various types of network cables and connectors.

Fiber o Connectors: SC, ST and LC

Twisted Pair o Connectors: RJ-11, RJ-45 o Wiring standards: T568A, T568B

Coaxial o Connectors: BNC, F-connector

6.3

2.2

Compare and contrast the characteristics of connectors and cabling.

Fiber o Types (single-mode vs. multi-mode) o Speed and transmission limitations

Twisted pair

6.3, 6.4


o Types: STP, UTP, CAT3, CAT5, CAT5e, CAT6, CAT6e, CAT7, plenum, PVC o Speed and transmission limitations o Splitters and effects on signal quality

Coaxial o Types: RG-6, RG-59 o Speed and transmission limitations o Splitters and effects on signal quality

2.3

Explain properties and characteristics of TCP/IP.

IPv4 vs. IPv6 Public vs. private vs. APIPA/link local Static vs. dynamic Client-side DNS settings Client-side DHCP Subnet mask vs. CIDR Gateway

6.6, 6.7

2.4

Explain common TCP and UDP ports, protocols, and their purpose.

Ports o 21 FTP o 22 SSH o 23 TELNET o 25 SMTP o 53 DNS o 80 HTTP o 110 POP3 o 143 IMAP o 443 HTTPS o 3389 RDP o 137–139 NetBIOS/NetBT o 445 SMB/CIFS o 427 SLP o 548 AFP

Protocols o DHCP o DNS o LDAP

6.5


o SNMP o SMB o CIFS o SSH o AFP

TCP vs. UDP

2.5

Compare and contrast various WiFi networking standards and encryption types.

Standards o 802.11 a/b/g/n/ac o Speeds, distances, and frequencies

Encryption types o WEP, WPA, WPA2, TKIP, AES

6.8, 6.9

2.6

Given a scenario, install and configure SOHO wireless/wired router and apply appropriate settings.

Channels Port forwarding, port triggering SSID broadcast (on/off) DHCP (on/off) DMZ NAT / DNAT Basic QoS Firmware UPnP

6.11 12.9, 12.10

2.7

Compare and contrast Internet connection types, network types, and their features.

Internet Connection Types o Cable o DSL o Dial-up o Fiber o Satellite o ISDN o Cellular

6.1, 6.10


Tethering Mobile hotspot

o Line of sight wireless internet service Network Types

o LAN o WAN o PAN o MAN

2.8

Compare and contrast network architecture devices, their functions, and features.

Hub Switch Router Access point Bridge Modem Firewall Patch panel Repeaters/extenders Ethernet over Power Power over Ethernet injector

6.1

2.9

Given a scenario, use appropriate networking tools.

Crimper Cable stripper Multimeter Tone generator & probe Cable tester Loopback plug Punchdown tool WiFi analyzer

2.3 6.14

3.0 Mobile Devices


3.1

Install and configure laptop hardware and components.

Expansion options o Express card /34 o Express card /54 o SODIMM o Flash o Ports/Adapters

Thunderbolt DisplayPort USB to RJ-45 dongle USB to WiFi dongle USB to Bluetooth USB Optical Drive

Hardware/device replacement o Keyboard o Hard Drive

SSD vs. Hybrid vs. Magnetic disk 1.8 in vs. 2.5 in

o Memory o Smart card reader o Optical drive o Wireless card o Mini-PCIe o Screen o DC jack o Battery o Touchpad o Plastics/frames o Speaker o System board o CPU

8.1, 8.2

3.2

Explain the function of components within the display of a laptop.

Types o LCD

TN vs. IPS Fluorescent vs. LED backlighting

o OLED

8.2


Wi-Fi antenna connector/placement Webcam Microphone Inverter Digitizer

3.3

Given a scenario, use appropriate laptop features.

Special function keys o Dual displays o Wireless (on/off) o Cellular (on/off) o Volume settings o Screen brightness o Bluetooth (on/off) o Keyboard backlight o Touch pad (on/off) o Screen orientation o Media options (fast forward/rewind) o GPS (on/off) o Airplane mode

Docking station Physical laptop lock and cable lock Rotating / removable screens

8.1

3.4

Explain the characteristics of various types of other mobile devices.

Tablets Smart phones Wearable technology devices

o Smart watches o Fitness monitors o Glasses and headsets

Phablets e-Readers Smart camera GPS

8.5


3.5

Compare and contrast accessories & ports of other mobile devices.

Connection types o NFC o Proprietary vendor specific ports (communication/power) o microUSB/miniUSB o Lightning o Bluetooth o IR o Hotspot / tethering

Accessories o Headsets o Speakers o Game pads o Docking stations o Extra battery packs/battery chargers o Protective covers / water proofing o Credit card readers o Memory/MicroSD

8.5, 8.6

4.0 Hardware and Network Troubleshooting

4.1

Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU and power with appropriate tools.

Common symptoms o Unexpected shutdowns o System lockups o POST code beeps o Blank screen on bootup o BIOS time and settings resets o Attempts to boot to incorrect device o Continuous reboots o No power o Overheating o Loud noise o Intermittent device failure o Fans spin - no power to other devices o Indicator lights o Smoke

3.4


o Burning smell o Proprietary crash screens (BSOD/pin wheel) o Distended capacitors

Tools o Multimeter o Power supply tester o Loopback plugs o POST card / USB

4.2

Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools.

Common symptoms o Read/write failure o Slow performance o Loud clicking noise o Failure to boot o Drive not recognized o OS not found o RAID not found o RAID stops working o Proprietary crash screens (BSOD/pin wheel) o S.M.A.R.T. errors

Tools o Screwdriver o External enclosures o CHKDSK o FORMAT o File recovery software o Bootrec o Diskpart o Defragmentation tool

5.6, 5.9, 5.10

4.3

Given a scenario, troubleshoot common video, projector and display issues.

Common symptoms o VGA mode o No image on screen o Overheat shutdown o Dead pixels

4.5


o Artifacts o Color patterns incorrect o Dim image o Flickering image o Distorted image o Distorted geometry o Burn-in o Oversized images and icons

4.4

Given a scenario, troubleshoot wired and wireless networks with appropriate tools.

Common symptoms o No connectivity o APIPA / link local address o Limited connectivity o Local connectivity o Intermittent connectivity o IP conflict o Slow transfer speeds o Low RF signal o SSID not found

Hardware tools o Cable tester o Loopback plug o Punch down tools o Tone generator and probe o Wire strippers o Crimper o Wireless locator

Command line tools o PING o IPCONFIG/IFCONFIG o TRACERT o NETSTAT o NBTSTAT o NET o NETDOM o NSLOOKUP

6.12, 6.14


4.5

Given a scenario, troubleshoot and repair common mobile device issues while adhering to the appropriate procedures.

Common symptoms o No display o Dim display o Flickering display o Sticking keys o Intermittent wireless o Battery not charging o Ghost cursor/pointer drift o No power o Num lock indicator lights o No wireless connectivity o No Bluetooth connectivity o Cannot display to external monitor o Touchscreen non-responsive o Apps not loading o Slow performance o Unable to decrypt email o Extremely short battery life o Overheating o Frozen system o No sound from speakers o GPS not functioning o Swollen battery

Disassembling processes for proper re-assembly o Document and label cable and screw locations o Organize parts o Refer to manufacturer documentation o Use appropriate hand tools

8.2, 8.4, 8.8

4.6

Given a scenario, troubleshoot printers with appropriate tools.

Common symptoms o Streaks o Faded prints o Ghost images o Toner not fused to the paper o Creased paper o Paper not feeding

7.5, 7.6


o Paper jam o No connectivity o Garbled characters on paper o Vertical lines on page o Backed up print queue o Low memory errors o Access denied o Printer will not print o Color prints in wrong print color o Unable to install printer o Error codes o Printing blank pages o No image on printer display

Tools o Maintenance kit o Toner vacuum o Compressed air o Printer spooler


Objective Mapping: CompTIA 220-902 Objective to LabSim Section # Exam Objective Module.Section

1.0 Windows Operating Systems

1.1

Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1).

Features: o 32-bit vs. 64-bit o Aero, gadgets, user account control, bit-locker, shadow copy, system restore, ready boost,

sidebar, compatibility mode, virtual XP mode, easy transfer, administrative tools, defender, Windows firewall, security center, event viewer, file structure and paths, category view vs. classic view

o Side by side apps, Metro UI, Pinning, One Drive, Windows store, Multimonitor task bars, Charms, Start Screen, Power Shell, Live sign in, Action Center.

Upgrade paths - differences between in place upgrades, compatibility tools, Windows upgrade OS advisor

1.4 10.2

1.2

Given a scenario, install Windows PC operating systems using appropriate methods.

Boot methods o USB o CD-ROM o DVD o PXE o Solid state/flash drives o Netboot o External/hot swappable drive o Internal hard drive (partition)

Type of installations o Unattended installation o Upgrade o Clean install o Repair installation o Multiboot o Remote network installation o Image deployment o Recovery partition

5.5, 5.6 10.3


o Refresh/restore Partitioning

o Dynamic o Basic o Primary o Extended o Logical o GPT

File system types/formatting o ExFAT o FAT32 o NTFS o CDFS o NFS o ext3, ext4 o Quick format vs. full format

Load alternate third party drivers when necessary Workgroup vs. Domain setup Time/date/region/language settings Driver installation, software and Windows updates Factory recovery partition Properly formatted boot drive with the correct partitions/format

1.3

Given a scenario, apply appropriate Microsoft command line tools.

TASKKILL TASKLIST SHUTDOWN MSTSC DIR EXIT HELP EXPAND [command name] /? Commands available with standard privileges vs. administrative privileges. BOOTREC MD RD CD DEL COPY

3.7 5.4, 5.5, 5.6, 5.10

9.1 11.2 13.6


XCOPY ROBOCOPY DISKPART SFC FORMAT CHKDSK [command name] /? GPUPDATE GPRESULT

1.4

Given a scenario, use appropriate Microsoft operating system features and tools.

Administrative o Computer management o Device manager o Local users and groups o Local security policy o Performance monitor o Services o System configuration o Task scheduler o Component services o Data sources o Print management o Windows memory diagnostics o Windows firewall o Advanced security

MSCONFIG o General o Boot o Services o Startup o Tools

Task Manager o Applications o Processes o Performance o Networking o Users

Disk management o Drive status

3.12 4.6, 4.7

5.6, 5.7, 5.8, 5.9 7.4

9.1, 9.3, 9.4, 9.6, 9.7, 9.10 10.4 11.1

12.8, 12.11


o Mounting o Initializing o Extending partitions o Splitting partitions o Shrink partitions o Assigning/changing drive letters o Adding drives o Adding arrays o Storage spaces

Other o User State Migration tool (USMT) o Windows Easy Transfer o Windows Upgrade Advisor

System utilities o REGEDIT o COMMAND o SERVICES.MSC o MMC o MSTSC o NOTEPAD o EXPLORER o MSINFO32 o DXDIAG o DEFRAG o System restore o Windows Update

1.5

Given a scenario, use Windows Control Panel utilities.

Internet options o Connections o Security o General o Privacy o Programs o Advanced

Display/Display Settings o Resolution o Color depth o Refresh rate

User accounts

3.10 4.4, 4.6

6.6, 6.10, 6.13 7.2 8.3

9.1, 9.5, 9.6, 9.10, 9.11 11.2

12.11 13.5


Folder options o View hidden files o Hide extensions o General options o View options

System o Performance (virtual memory) o Remote settings o System protection

Windows firewall Power options

o Hibernate o Power plans o Sleep/suspend o Standby

Programs and features HomeGroup Devices and Printers Sound Troubleshooting Network and Sharing Center Device Manager

1.6

Given a scenario, install and configure Windows networking on a client/desktop.

HomeGroup vs. WorkGroup Domain setup Network shares/administrative shares/mapping drives Printer sharing vs. network printer mapping Establish networking connections

o VPN o Dialups o Wireless o Wired o WWAN (Cellular)

Proxy settings Remote Desktop Connection Remote Assistance Home vs. Work vs. Public network settings Firewall settings

6.1, 6.2, 6.4, 6.6, 6.9, 6.11, 6.13

7.3 9.5 11.4

12.10, 12.11, 12.13


o Exceptions o Configuration o Enabling/disabling Windows firewall

Configuring an alternative IP address in Windows o IP addressing o Subnet mask o DNS o Gateway

Network card properties o Half duplex/full duplex/auto o Speed o Wake-on-LAN o QoS o BIOS (on-board NIC)

1.7

Perform common preventive maintenance procedures using the appropriate Windows OS tools.

Best practices o Schedules backups o Scheduled disk maintenance o Windows updates o Patch management o Driver/firmware updates o Antivirus/Antimalware updates

Tools o Backup o System restore o Recovery image o Disk maintenance utilities

5.8 9.7, 9.8, 9.9, 9.10

12.7

2.0 Other Operating Systems and Technologies

2.1

Identify common features and functionality of the Mac OS and Linux operating systems.

Scheduled backups Scheduled disk maintenance System updates/App store Patch management

1.5, 1.6 4.6 5.9

9.5, 9.7, 9.9, 9.10, 9.11, 9.12


Driver/firmware updates Antivirus/ Antimalware updates Backup/Time Machine Restore/snapshot Image recovery Disk maintenance utilities Shell/Terminal Screen sharing Force Quit Features

o Multiple desktops/Mission Control o Key Chain o Spot Light o iCloud o Gestures o Finder o Remote Disc o Dock o Boot Camp

Basic Linux commands o ls o grep o cd o shutdown o pwd vs. passwd o mv o cp o rm o chmod o chown o iwconfig/ifconfig o ps o su/sudo o apt-get o vi o dd

11.5 12.6, 12.7

2.2 Given a scenario, set up and use client-side virtualization.

Purpose of virtual machines o Resource requirements

10.5


o Emulator requirements o Security requirements o Network requirements o Hypervisor

2.3

Identify basic cloud concepts.

SaaS IaaS PaaS Public vs. Private vs. Hybrid vs. Community Rapid Elasticity On-demand Resource pooling Measured service

10.5

2.4

Summarize the properties and purpose of services provided by networked hosts.

Server roles o Web server o File server o Print server o DHCP server o DNS server o Proxy server o Mail server o Authentication server

Internet appliance o UTM o IDS o IPS

Legacy / embedded systems

4.6 6.11

12.10

2.5 Identify basic features of mobile operating systems.

Android vs. iOS vs. Windows o Open source vs. closed source/vendor specific

8.5


o App source (play store, app store and store) o Screen orientation (accelerometer/gyroscope) o Screen calibration o GPS and geotracking o Wi-Fi calling o Launcher/GUI o Virtual assistant o SDK/APK o Emergency notification o Mobile payment service

2.6

Install and configure basic mobile device network connectivity and email.

Wireless / cellular data network (enable/disable) o Hotspot o Tethering o Airplane mode

Corporate and ISP email configuration o POP3 o IMAP o Port and SSL settings o Exchange, S/MIME

Integrated commercial provider email configuration o Google/Inbox o Yahoo o Outlook.com o iCloud

PRI updates/PRL updates/Baseband updates Radio firmware IMEI vs. IMSI VPN

8.5, 8.6

2.7

Summarize methods and data related to mobile device synchronization.

Types of data to synchronize o Contacts o Programs o Email o Pictures

8.6


o Music o Videos o Calendar o Bookmarks o Documents o Location data o Social media data o eBooks

Synchronization methods o Synchronize to the Cloud o Synchronize to the Desktop o Mutual authentication for multiple services (SSO) o Software requirements to install the application on the PC o Connection types to enable synchronization

3.0 Security

3.1

Identify common security threats and vulnerabilities.

Malware o Spyware o Viruses o Worms o Trojans o Rootkits o Ransomware

Phishing Spear phishing Spoofing Social engineering Shoulder surfing Zero day attack Zombie/botnet Brute forcing Dictionary attacks Non-compliant systems Violations of security best practices Tailgating Man-in-the-middle

12.6


3.2

Compare and contrast common prevention methods.

Physical security o Lock doors o Mantrap o Cable locks o Securing physical documents/passwords/shredding o Biometrics o ID badges o Key fobs o RFID badge o Smart card o Tokens o Privacy filters o Entry control roster

Antivirus/Antimalware Firewalls

o User authentication/strong passwords o Multifactor authentication o Directory permissions o DLP o Disabling ports o Access control lists o VPN o Smart card o Email filtering o Trusted/untrusted software sources

User education/AUP Principle of least privilege

12.1, 12.3, 12.4, 12.6, 12.7, 12.10, 12.13

3.3

Compare and contrast differences of basic Windows OS security settings.

User and groups o Administrator o Power user o Guest o Standard user

NTFS vs. Share permissions o Allow vs. deny o Moving vs. copying folders and files

9.1, 9.4 11.2, 11.3, 11.4

12.7, 12.8


o File attributes Shared files and folders

o Administrative shares vs. local shares o Permission propagation o Inheritance

System files and folders User authentication

o Single sign-on Run as administrator vs. standard user Bitlocker Bitlocker-To-Go EFS

3.4

Given a scenario, deploy and enforce security best practices to secure a workstation.

Password best practices o Setting strong passwords o Password expiration o Changing default user names/passwords o Screensaver required password o BIOS/UEFI passwords o Requiring passwords

Disable autorun Data encryption Patch/update management

9.9 12.1, 12.5, 12.7, 12.8

3.5

Compare and contrast various methods for securing mobile devices.

Screen locks o Fingerprint lock o Face lock o Swipe lock o Passcode lock

Remote wipes Locator applications Remote backup applications Failed login attempts restrictions Antivirus/Antimalware Patching/OS updates

8.7 12.1


Biometric authentication Full device encryption Multifactor authentication Authenticator applications Trusted sources vs. untrusted sources Firewalls Policies and procedures

o BYOD vs. corporate owned o Profile security requirements

3.6

Given a scenario, use appropriate data destruction and disposal methods.

Physical destruction o Shredder o Drill / Hammer o Electromagnetic (Degaussing) o Incineration o Certificate of destruction

Recycling or repurposing best practices o Low level format vs. standard format o Overwrite o Drive wipe

12.3

3.7

Given a scenario, secure SOHO wireless and wired networks.

Wireless specific o Changing default SSID o Setting encryption o Disabling SSID broadcast o Antenna and access point placement o Radio power levels o WPS

Change default user-names and passwords Enable MAC filtering Assign static IP addresses Firewall settings Port forwarding/mapping Disabling ports Content filtering / parental controls

12.9


Update firmware Physical security

4.0 Software Troubleshooting

4.1

Given a scenario, troubleshoot PC operating system problems with appropriate tools.

Common symptoms o Proprietary crash screens (BSOD/pin wheel) o Failure to boot o Improper shutdown o Spontaneous shutdown/restart o Device fails to start/detected o Missing dll message o Services fails to start o Compatibility error o Slow system performance o Boots to safe mode o File fails to open o Missing NTLDR o Missing Boot Configuration Data o Missing operating system o Missing Graphical Interface o Missing GRUB/LILO o Kernel panic o Graphical Interface fails to load o Multiple monitor misalignment/orientation

Tools o BIOS/UEFI o SFC o Logs o System Recovery Options o Repair disks o Pre-installation environments o MSCONFIG o DEFRAG o REGSRV32 o REGEDIT o Event viewer o Safe mode

4.4, 4.5 5.10

9.13, 9.14, 9.15


o Command prompt o Uninstall/reinstall/repair

4.2

Given a scenario, troubleshoot common PC security issues with appropriate tools and best practices.

Common symptoms o Pop-ups o Browser redirection o Security alerts o Slow performance o Internet connectivity issues o PC/OS lock up o Application crash o OS updates failures o Rogue antivirus o Spam o Renamed system files o Files disappearing o File permission changes o Hijacked email

o Responses from users regarding email Automated replies from unknown sent email

o Access denied o Invalid certificate (trusted root CA)

Tools o Antivirus software o Antimalware software o Recovery console o Terminal o System restore/Snapshot o Pre-installation environments o Event viewer o Refresh/restore o MSCONFIG/Safe boot

Best practice procedure for malware removal 1. Identify malware symptoms 2. Quarantine infected system 3. Disable system restore (in Windows) 4. Remediate infected systems

a. Update antimalware software

12.6, 12.13


b. Scan and removal techniques (safe mode, pre-installation environment) 5. Schedule scans and run updates 6. Enable system restore and create restore point (in Windows) 7. Educate end user

4.3

Given a scenario, troubleshoot common mobile OS and application issues with appropriate tools.

Common symptoms o Dim display o Intermittent wireless o No wireless connectivity o No Bluetooth connectivity o Cannot broadcast to external monitor o Touchscreen non-responsive o Apps not loading o Slow performance o Unable to decrypt email o Extremely short battery life o Overheating o Frozen system o No sound from speakers o Inaccurate touch screen response o System lockout

Tools o Hard reset o Soft reset o Close running applications o Reset to factory default o Adjust configurations/settings o Uninstall/reinstall apps o Force stop

8.8

4.4

Given a scenario, troubleshoot common mobile OS and application security issues with appropriate tools.

Common symptoms o Signal drop/weak signal o Power drain o Slow data speeds o Unintended Wi-Fi connection

8.7


o Unintended Bluetooth pairing o Leaked personal files/data o Data transmission overlimit o Unauthorized account access o Unauthorized root access o Unauthorized location tracking o Unauthorized camera/microphone activation o High resource utilization

Tools o Antimalware o App scanner o Factory reset/Clean install o Uninstall/reinstall apps o Wi-Fi analyzer o Force stop o Cell tower analyzer o Backup/restore

o iTunes/iCloud/Apple Configurator Google sync One Drive

5.0 Operational Procedures

5.1

Given a scenario, use appropriate safety procedures.

Equipment grounding Proper component handling and storage

o Antistatic bags o ESD straps o ESD mats o Self-grounding

Toxic waste handling o Batteries o Toner o CRT

Personal safety o Disconnect power before repairing PC o Remove jewelry o Lifting techniques

2.1


o Weight limitations o Electrical fire safety o Cable management o Safety goggles o Air filter mask

Compliance with local government regulations

5.2

Given a scenario with potential environmental impacts, apply the appropriate controls.

MSDS documentation for handling and disposal Temperature, humidity level awareness and proper ventilation Power surges, brownouts, blackouts

o Battery backup o Surge suppressor

Protection from airborne particles o Enclosures o Air filters/Mask

Dust and debris o Compressed air o Vacuums

Compliance to local government regulations

2.1, 2.4

5.3

Summarize the process of addressing prohibited content/activity, and explain privacy, licensing and policy concepts.

Incident Response o First response

Identify Report through proper channels Data/device preservation

o Use of documentation/documentation changes o Chain of custody

o Tracking of evidence/documenting process

Licensing / DRM / EULA o Open source vs. commercial license o Personal license vs. enterprise licenses

Personally Identifiable Information

9.8 12.1, 12.2, 12.4


Follow corporate end-user policies and security best practices

5.4

Demonstrate proper communication techniques and professionalism.

Use proper language, avoid jargon, acronyms, slang when applicable Maintain a positive attitude / Project confidence Actively listen (taking notes) and avoid interrupting the customer Be culturally sensitive

o Use appropriate professional titles, when applicable Be on time (if late, contact the customer) Avoid distractions

o Personal calls o Texting / Social media sites o Talking to co-workers while interacting with customers o Personal interruptions

Dealing with difficult customer or situation o Do not argue with customers and/or be defensive o Avoid dismissing customer problems o Avoid being judgmental o Clarify customer statements (ask open ended questions to narrow the scope of the problem,

restate the issue or question to verify understanding) o Do not disclose experiences via social media outlets

Set and meet expectations/timeline and communicate status with the customer o Offer different repair/replacement options if applicable o Provide proper documentation on the services provided o Follow up with customer/user at a later date to verify satisfaction

Deal appropriately with customers confidential and private materials o Located on a computer, desktop, printer, etc.

2.2

5.5

Given a scenario, explain the troubleshooting theory.

Always consider corporate policies, procedures and impacts before implementing changes. 1. Identify the problem

Question the user and identify user changes to computer and perform backups before making changes

2. Establish a theory of probable cause (question the obvious) If necessary, conduct external or internal research based on symptoms

3. Test the theory to determine cause Once theory is confirmed determine next steps to resolve problem

2.5


If theory is not confirmed re-establish new theory or escalate 4. Establish a plan of action to resolve the problem and implement the solution 5. Verify full system functionality and if applicable implement preventive measures 6. Document findings, actions and outcomes