IT Essentials Companion Guide v7

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Introduction xxxiii

Chapter 1 Introduction to Personal Computer Hardware 1

Objectives 1

Key Terms 1

Introduction to Personal Computers (1.0) 4

Personal Computers (1.1) 4

    What Is in a Computer? (1.1.1) 4

    Electrical and ESD Safety (1.1.2) 5

PC Components (1.2) 6

    Case and Power Supplies (1.2.1) 6

    Motherboards (1.2.2) 12

    CPUs and Cooling Systems (1.2.3) 16

    Memory (1.2.4) 18

    Adapter Cards and Expansion Slots (1.2.5) 25

    Hard Disk Drives and SSDs (1.2.6) 28

    Optical Storage Devices (1.2.7) 32

    Ports, Cables, and Adapters (1.2.8) 34

    Input Devices (1.2.9) 42

    Output Devices (1.2.10) 50

Computer Disassembly (1.3) 53

    The Technician’s Toolkit (1.3.1) 53

    Computer Disassembly (1.3.2) 53

Summary (1.4) 54

Practice 54

Check Your Understanding Questions 55

Chapter 2 PC Assembly 59

Objectives 59

Key Terms 59

Introduction to PC Assembly (2.0) 61

Assemble the Computer (2.1) 61

    General and Fire Safety (2.1.1) 61

    Open the Case and Connect the Power Supply (2.1.2) 62

    Install the Motherboard Components (2.1.3) 65

    Install Internal Drives (2.1.4) 69

    Install the Adapter Cards (2.1.5) 74

    Select Additional Storage (2.1.6) 81

    Install the Cables (2.1.7) 84

Summary (2.2) 90

Practice 91

Check Your Understanding Questions 91

Chapter 3 Advanced Computer Hardware 95

Objectives 95

Key Terms 95

Introduction to Advanced Computer Hardware (3.0) 98

Boot the Computer (3.1) 98

    POST, BIOS, CMOS, and UEFI (3.1.1) 99

    BIOS/UEFI Configuration (3.1.2) 104

Electrical Power (3.2) 107

    Wattage and Voltage (3.2.1) 107

    Power Fluctuation and Protection (3.2.2) 109

Advanced Computer Functionality (3.3) 111

    CPU Architectures and Operation (3.3.1) 111

    RAID (3.3.2) 117

    Ports, Connectors, and Cables (3.3.3) 119

    Monitors (3.3.4) 135

Computer Configuration (3.4) 140

    Upgrade Computer Hardware (3.4.1) 140

    Configurations for Specialized Computers (3.4.2) 145

Protecting the Environment (3.5) 155

    Safe Disposal of Equipment and Supplies (3.5.1) 155

Summary (3.6) 158

Practice 159

Check Your Understanding Questions 159

Chapter 4 Preventive Maintenance and Troubleshooting 163

Objectives 163

Key Terms 163

Introduction (4.0) 164

Preventive Maintenance (4.1) 164

    PC Preventive Maintenance Overview (4.1.1) 164

Troubleshooting Process (4.2) 167

    Troubleshooting Process Steps (4.2.1) 167

    Common Problems and Solutions for PCs (4.2.2) 176

    Apply Troubleshooting Process to Computer Components and Peripherals (4.2.3) 185

Summary (4.3) 188

Practice 188

Check Your Understanding Questions 189

Chapter 5 Networking Concepts 193

Objectives 193

Key Terms 193

Introduction (5.0) 196

Network Components and Types (5.1) 196

    Types of Networks (5.1.1) 196

    Internet Connection Types (5.1.2) 203

Networking Protocols, Standards, and Services (5.2) 207

    Transport Layer Protocols (5.2.1) 208

    Application Port Numbers (5.2.2) 213

    Wireless Protocols (5.2.3) 217

    Network Services (5.2.4) 222

Network Devices (5.3) 232

    Basic Network Devices (5.3.1) 232

    Security Devices (5.3.2) 238

    Other Network Devices (5.3.3) 242

Network Cables (5.4) 246

    Network Tools (5.4.1) 246

Copper Cables and Connectors (5.4.2) 251

    Fiber Cables and Connectors (5.4.3) 256

Summary (5.5) 262

Practice 263

Check Your Understanding Questions 263

Chapter 6 Applied Networking 267

Objectives 267

Key Terms 267

Introduction (6.0) 269

Device to Network Connection (6.1) 269

    Network Addressing (6.1.1) 269

    Configure a NIC (6.1.2) 280

    Configure a Wired and Wireless Network (6.1.3) 286

    Firewall Settings (6.1.4) 299

    IoT Device Configuration (6.1.5) 307

Basic Troubleshooting Process for Networks (6.2) 309

    Applying the Troubleshooting Process to Networks (6.2.1) 310

    Network Problems and Solutions (6.2.2) 313

Summary (6.3) 319

Practice 319

Check Your Understanding Questions 320

Chapter 7 Laptops and Other Mobile Devices 325

Objectives 325

Key Terms 325

Introduction (7.0) 328

Characteristics of Laptops and Other Mobile Devices (7.1) 328

    Mobile Device Overview (7.1.1) 329

    Laptop Components (7.1.2) 336

    Laptop Display Components (7.1.3) 341

Laptop Configuration (7.2) 344

    Power Settings Configuration (7.2.1) 344

    Wireless Configuration (7.2.2) 346

Laptop Hardware and Component Installation and Configuration (7.3) 350

    Expansion Slots (7.3.1) 351

    Replacing Laptop Components (7.3.2) 356

Other Mobile Device Hardware Overview (7.4) 360

    Other Mobile Device Hardware (7.4.1) 360

    Specialty Mobile Devices (7.4.2) 364

Network Connectivity and Email (7.5) 368

    Wireless and Cellular Data Networks (7.5.1) 368

    Bluetooth (7.5.2) 374

    Configuring Email (7.5.3) 378

    Mobile Device Synchronization (7.5.4) 383

Preventive Maintenance for Laptops and Other Mobile Devices (7.6) 388

    Scheduled Maintenance for Laptops and Other Mobile Devices (7.6.1) 388

Basic Troubleshooting Process for Laptops and Other Mobile Devices (7.7) 391

    Applying the Troubleshooting Process to Laptops and Other Mobile Devices (7.7.1) 391

    Common Problems and Solutions for Laptops and Other Mobile Devices (7.7.2) 395

Summary (7.8) 401

Practice 402

Check Your Understanding Questions 402

Chapter 8 Printers 407

Objectives 407

Key Terms 407

Introduction (8.0) 409

Common Printer Features (8.1) 409

    Characteristics and Capabilities (8.1.1) 409

    Printer Connections (8.1.2) 413

Printer Type Comparison (8.2) 417

    Inkjet Printers (8.2.1) 417

    Laser Printers (8.2.2) 423

    Laser Printing Process (8.2.3) 427

    Thermal Printers and Impact Printers (8.2.4) 434

    Virtual Printers (8.2.5) 437

    3D Printers (8.2.6) 438

Installing and Configuring Printers (8.3) 442

    Installing and Updating a Printer (8.3.1) 442

    Configuring Options and Default Settings (8.3.2) 444

    Optimizing Printer Performance (8.3.3) 446

Sharing Printers (8.4) 448

    Operating System Settings for Sharing Printers (8.4.1) 448

    Print Servers (8.4.2) 451

Maintaining and Troubleshooting Printers (8.5) 454

    Printer Preventive Maintenance (8.5.1) 454

    Inkjet Printer Preventive Maintenance (8.5.2) 456

    Laser Printer Preventive Maintenance (8.5.3) 456

    Thermal Printer Preventive Maintenance (8.5.4) 457

    Impact Printer Preventive Maintenance (8.5.5) 459

    3D Printer Preventive Maintenance (8.5.6) 460

    Applying the Troubleshooting Process to Printers (8.5.7) 461

    Problems and Solutions (8.5.8) 464

Summary (8.6) 468

Practice 469

Check Your Understanding Questions 469

Chapter 9 Virtualization and Cloud Computing 473

Objectives 473

Key Terms 473

Introduction (9.0) 474

Virtualization (9.1) 474

    Virtualization (9.1.1) 474

    Client-Side Virtualization (9.1.2) 478

Cloud Computing (9.2) 483

    Cloud Computing Applications (9.2.1) 483

    Cloud Services (9.2.2) 484

Summary (9.3) 488

Practice 488

Check Your Understanding Questions 489

Chapter 10 Windows Installation 493

Objectives 493

Key Terms 493

Introduction (10.0) 495

Modern Operating Systems (10.1) 495

    Operating System Features (10.1.1) 495

    Customer Requirements for an Operating System (10.1.2) 500

    Operating System Upgrades (10.1.3) 504

Disk Management (10.2) 509

    Disk Management (10.2.1) 509

Installation and Boot Sequence (10.3) 515

    Basic Windows Installation (10.3.1) 515

    Custom Installation Options (10.3.2) 517

    Windows Boot Sequence (10.3.3) 524

Summary (10.4) 528

Practice 528

Labs 528

Check Your Understanding Questions 529

Chapter 11 Windows Configuration 533

Objectives 533

Key Terms 534

Introduction (11.0) 538

Windows Desktop and File Explorer (11.1) 538

    Comparing Windows Versions (11.1.1) 539

    The Windows Desktop (11.1.2) 542

    Windows Task Manager (11.1.3) 554

    Windows File Explorer (11.1.4) 556

Configure Windows with Control Panels (11.2) 567

    Control Panel Utilities (11.2.1) 567

    User and Account Control Panel Items (11.2.2) 575

    Network and Internet Control Panels (11.2.3) 579

    Display Settings and Control Panel (11.2.4) 588

    Power and System Control Panels (11.2.5) 591

    Hardware and Sound Control Panels (11.2.6) 600

    Clock, Region, and Language (11.2.7) 604

    Programs and Features Control Panels (11.2.8) 608

    Other Control Panels (11.2.9) 610

System Administration (11.3) 614

    Administrative Tools (11.3.1) 614

    System Utilities (11.3.2) 624

    Disk Management (11.3.3) 631

    Application Installation and Configuration (11.3.4) 639

Command-Line Tools (11.4) 644

    Using Windows CLI (11.4.1) 644

    File System CLI Commands (11.4.2) 650

    Disk CLI Commands (11.4.3) 666

    Task and System CLI Commands (11.4.4) 670

    Other Useful CLI Commands (11.4.5) 675

Windows Networking (11.5) 680

    Network Sharing and Mapping Drives (11.5.1) 680

    Sharing Local Resources with Others (11.5.2) 685

    Configure a Wired Network Connection (11.5.3) 688

    Configure a Wireless Network Interface in Windows (11.5.4) 695

    Remote Access Protocols (11.5.5) 697

    Remote Desktop and Assistance (11.5.6) 699

Common Preventive Maintenance Techniques for Operating Systems (11.6) 700

    OS Preventive Maintenance Plan (11.6.1) 700

    Backup and Restore (11.6.2) 704

Basic Troubleshooting Process for Windows Operating Systems (11.7) 707

    Applying Troubleshooting Process to Windows Operating Systems (11.7.1) 707

    Common Problems and Solutions for Windows Operating Systems (11.7.2) 711

    Advanced Troubleshooting for Windows Operating Systems (11.7.3) 716

Summary (11.8) 720

Practice 721

Check Your Understanding Questions 722

Chapter 12 Mobile, Linux, and macOS Operating Systems 727

Objectives 727

Key Terms 727

Introduction (12.0) 729

Mobile Operating Systems (12.1) 729

    Android vs. iOS (12.1.1) 729

    Android Touch Interface (12.1.2) 734

    iOS Touch Interface (12.1.3) 737

    Common Mobile Device Features (12.1.4) 741

Methods for Securing Mobile Devices (12.2) 755

    Screen Locks and Biometric Authentication (12.2.1) 755

    Cloud-Enabled Services for Mobile Devices (12.2.2) 758

    Software Security (12.2.3) 763

Linux and macOS Operating Systems (12.3) 767

    Linux and macOS Tools and Features (12.3.1) 767

    Linux and macOS Best Practices (12.3.2) 778

    Basic CLI Commands (12.3.3) 783

Basic Troubleshooting Process for Mobile, Linux, and macOS Operating Systems (12.4) 793

    Applying the Troubleshooting Process to Mobile, Linux, and macOS Operating Systems (12.4.1) 794

    Common Problems and Solutions for Other Operating Systems (12.4.2) 798

Summary (12.5) 805

Practice 805

Check Your Understanding Questions 806

Chapter 13 Security 811

Objectives 811

Key Terms 811

Introduction (13.0) 814

13.1 Security Threats (13.1) 814

    Malware (13.1.1) 814

    Preventing Malware (13.1.2) 820

    Network Attacks (13.1.3) 825

    Social Engineering Attacks (13.1.4) 830

Security Procedures (13.2) 834

    Security Policy (13.2.1) 834

    Protecting Physical Equipment (13.2.2) 835

    Protecting Data (13.2.3) 841

    Data Destruction (13.2.4) 847

Securing Windows Workstations (13.3) 849

    Securing a Workstation (13.3.1) 849

    Windows Local Security Policy (13.3.2) 855

    Managing Users and Groups (13.3.3) 860

    Windows Firewall (13.3.4) 869

    Web Security (13.3.5) 876

    Security Maintenance (13.3.6) 882

Wireless Security (13.4) 885

    Configure Wireless Security (13.4.1) 886

Basic Troubleshooting Process for Security (13.5) 900

    Applying the Troubleshooting Process to Security (13.5.1) 900

    Common Problems and Solutions for Security (13.5.2) 904

Summary (13.6) 906

Practice 907

Check Your Understanding Questions 908

Chapter 14 The IT Professional 913

Objectives 913

Key Terms 913

Introduction (14.0) 915

Communication Skills and the IT Professional (14.1) 915

    Communication Skills, Troubleshooting, and Professional Behavior (14.1.1) 915

    Working with a Customer (14.1.2) 917

    Professional Behavior (14.1.3) 919

    The Customer Call (14.1.4) 922

Operational Procedures (14.2) 925

    Documentation (14.2.1) 925

    Change Management (14.2.2) 928

    Disaster Prevention and Recovery (14.2.3) 931

Ethical and Legal Considerations (14.3) 934

    Ethical and Legal Considerations in the IT Profession (14.3.1) 935

    Legal Procedures Overview (14.3.2) 940

Call Center Technicians (14.4) 944

    Call Centers, Level One and Level Two Technicians (14.4.1) 944

    Basic Scripting and the IT Professional (14.4.2) 949

Summary (14.5) 958

Practice 959

Check Your Understanding Questions 959

Appendix A Answers to “Check Your Understanding” Questions 965

Glossary 985

 

 



9780135645376   TOC   1/30-2020