An employee is receiving e-mail from unknown banks asking for username and password information.

Which type of security attack is the employee experiencing?

adware

phishing

Trojan horse

virus

worm

A technician wishes to boot a computer using a CD-ROM that contains a limited operating system and diagnostic utilities. Where would the technician set the boot order for the PC?
2
My Computer

Control Panel

Device Manager

BIOS

Start Menu

3 Which two ports on a laptop allow connection or removal of external devices, such as hard drives or printers, without powering off the computer? (Choose two.)

DVI

FireWire

serial

USB

VGA

A technician has replaced a failing floppy drive. While testing the new drive, the technician notices that the floppy drive light remains lit constantly. What is most likely the cause of the problem?
4
The new floppy drive is faulty.

The ribbon cable is installed incorrectly.

The jumper settings are set incorrectly for the floppy drive.

The floppy drive has been disabled in the BIOS.

5 A technician needs to free some hard disk space in a computer. Which management tool can help find files that can be safely deleted?

chkdsk

defrag

disk cleanup

disk management

fdisk

scandisk

What is the purpose of wearing an antistatic wrist strap?

6
to reduce the electrical charge to a harmless level in a monitor

to protect the user from any harmful electrical discharge

to equalize the electrical charge between the user and the equipment

to monitor the electrical charge that is generated between the user and the equipment
7 Which power mode should be used by a laptop so that all the data is saved, all the applications the user was working on are left open, and there is no power used by the laptop?

Hibernate

Suspend

Left on with no power mode

Soft shutdown

When calculating the total cost of ownership of a printer it is necessary to consider the cost of the consumables. Which two consumables are associated with an inkjet printer? (Choose two.)
8
drum

ink cartridge

ink ribbon

paper

toner

9 A tire store needs to print customer invoices using carbon copy paper so that both the store and the customer have a copy. What is the best printer solution?

dye-sublimation printer

inkjet printer

thermal printer

impact printer

Which Windows tool should be run before upgrading the operating system?
1
0 Convert

Fdisk

Msconfig

Ntbackup

11 A company uses a single computer to receive and test all Windows updates. When the most recent update was installed, several programs failed. What is the first course of action that a technician s
attempt to remove the update?

Run a System Restore from the last restore point.

Use the Add or Remove Hardware applet in the Control Panel to remove the update.

Restore the hard drive from the last system backup.

Use the Recovery Console to restore the operating system.

Which are three steps in the laser printing process? (Choose three.)
1
2 fusing

writing

skewing

spraying

transferring

sublimating
13 A user believes that a data file on a Windows XP computer has been corrupted. Which utility can provide the best information about the data file?

Defrag

CHKDSK

MSCONFIG

REGEDIT.EXE

Which type of cable standard uses a 9-pin connector and supports data rates in excess of 800 Mbps?
1
4 DB-9

DB-25

IEEE 1284

IEEE 1394a

IEEE 1394b

15 A printer has a paper jam. An impatient user has sent multiple print jobs of the same document to this printer. What can be done to remove these print jobs?

Cancel the jobs in the printer queue.

Select landscape or portrait image layout.

Set the printed image to colors or to grayscale.

Adjust the settings to match the colors on the screen to the colors on the printed sheet.

16 A computer can access devices on the same network but can not access devices on other networks. What is the probable cause of this problem?

The cable is not connected properly to the NIC.

The computer has an invalid IP address.

The computer has an incorrect subnet mask.

The computer has an invalid default gateway address.

When installing a service pack or security patches on an operating system, what should be done to protect the system in the event of a faulty or aborted installation?
1
7 Create a restore point.

Check the updates for the latest ones.

Disable Automatic Updates to prevent interference with the current operation.

Test all aspects to ensure that the update is correct for the operating system.

18 Which motherboard feature controls the amount of data that a CPU transfers at one time?

pin grid array

front side bus

MMX instructions

read-only memory

The technician has been asked to upgrade the printer driver for an old printer. What is the best source for a new driver?
1
9 manufacturer's website

Microsoft Update website

 printer installation disk

Windows Device Manager

Windows hardware profiles

20 A network administrator is troubleshooting a server that keeps crashing. While monitoring traffic to the server, the administrator notices repeated, larger than normal pings to the server. What is the n
this type of attack?

multi-ping attack

phishing

ping bomb

ping of death

spoofing

zombie attack

Where in Windows XP can the shutdown, hibernate, and standby modes be configured?
2
1 Start > Control Panel > Power Options

Start > Control Panel > Administrative Tools

Start > Control Panel > Power Modes

Start > Control Panel > System

22 Because of the potential for electric shock, which two computer components should only be serviced by authorized personnel? (Choose two.)

hard drive

video card

power supply

CRT monitor

ink jet printer

A home computer owner has a PC system that runs Windows XP. For security reasons the owner has been using a limited local user account for a number of years. The owner wishes to install a ne
2 of software, but the user account does not have the necessary permissions. Which type of account does the owner need to use to install the new software?
3
server

administrator

root

unlimited

24 A technician wants to create a new partition on a new additional hard drive. Which tool should be used?

Scandisk

Disk Management

Chkdsk

Defrag

Device Manager
 Which protocol adds security to remote connections?
2
5 FTP

HTTP

NetBEUI

POP

SSH

26 What is the purpose of an IRQ?

Perform input/output between the CPU and peripherals.

Establish peer-to-peer communication between devices and software.

Request information from the CPU.

Access the computer RAM for reading and writing.

A small business has used a high quality configurable flatbed scanner to scan a number of photographs to print as large posters. However, the quality of the images printed as posters is poor. What
2 the user do?
7
Replace the flatbed scanner with an all-in-one device.

Use OCR software when scanning the photographs.

Save the scanned file in JPEG not TIFF format.

Increase the resolution of the scanner.

28 Which network device uses a MAC address table to segment the network?

concentrator

hub

PBX

router

switch

Which three benefits are gained by networking computers? (Choose three.)

2
9 decreased need of personal training

fewer peripherals needed

decreased computer-to-user ratio

lower cost licensing

increased user specialization

increased communication capabilities

30 A customer is upset and wants to speak to a specific technician to resolve a problem immediately. The requested technician is away from the office for the next hour. What is the best way to handle
call?

Refer the angry customer to a supervisor.

Advise the customer that the requested technician is out of the office and insist on trying to resolve the problem.

Make an offer to help the customer immediately, and advise the customer that otherwise the requested technician will call the customer back within two hours.
 Ignore the request for the specific technician by walking through a step-by-step process with the customer in an attempt to refocus the customer and solve the problem.

31 A customer needs to purchase a new power supply for a computer. What must be considered when selecting an appropriate power supply?

The power supply converts DC to AC.

The power supply has sufficient wattage to support all components inside the computer.

The power supply provides at least 800 V.

The power supply must have both a P-8 and P-9 connector.

Which two interface types make it possible to attach different external components to laptops and desktops without powering the computer off? (Choose two.)
3
2 ExpressCard

FireWire

ISA

PCI

PCMCIA

USB

33 A user has been writing data to a USB flash memory drive. What should the user do before removing the device?

Shut down the computer.

Click on the Safely Remove Hardware icon in the system tray then on the device.

Right-click on the drive in My Computer, then click on Remove Drive .

Remove the power to the drive.

What are three important considerations when installing a CPU on a motherboard? (Choose three.)
3
4 Antistatic precautions are taken.

The CPU is correctly aligned and placed in the socket.

The CPU contacts are first cleaned with isopropyl alcohol.

The CPU heat sink and fan assembly are correctly installed.

The CMOS EPROM battery is removed prior to installing the CPU.

Maximum insertion force is applied to the load lever so the CPU is locked in place.

35 A technician is having trouble with laptops that keep overheating. What preventive maintenance procedure can be performed on the laptops to reduce this problem?

Regularly replace the laptop battery.

Encourage users to run the laptop from the battery more often.

Encourage users to run the laptop from the AC adapter more often.

Remove and clean the CPU.

Clean the air vents.

Replace the fan.

A student enables file sharing on a laptop so that a friend can access music files. Which type of service is being configured?
3
6 FTP

peer-to-peer
 Telnet

DHCP

DNS

37 A technician needs to purchase a new video adapter for a computer. Which factors should be considered when selecting the adapter?

type of hard drive installed

amount of memory installed

expansion slot type

case form factor

A home computer user is trying to customize the power management on a computer using Windows XP. However, the custom configuration is unsuccessful. What task must be completed to enable
3 management to be configured?
8
ACPI power management must be enabled in the BIOS using Administrative Tools in the Windows Control Panel.

APM power management mode must be configured in the BIOS before ACPI can be used to enable power management.

APM power management mode must be configured in the BIOS so that Windows XP can be used to enable power management.

ACPI power management mode must be enabled in the BIOS before Windows XP can be used to configure power management.

39 What characterizes spoofing?

Making data appear to come from a source other than the actual source.

Sending abnormally large amounts of data to a remote server to prevent user access to the server services.

Intercepting or inserting false information in traffic between two hosts.

Sending bulk e-mail to individuals, lists, or domains intending to prevent users from accessing e-mail.

A supervisor received a complaint that one of the technicians was rude and disrespectful. Which action by the technician most likely caused the customer to complain?
4
0 The technician interrupted a number of times to ask questions.

The technician occasionally confirmed an understanding of the problem.

The customer was escalated to a level-two technician.

The technician ended the call without saying "Have a nice day".

41 A call center technician is on a call with a customer when a colleague indicates that there is something to discuss. What should the technician do?

Interrupt the customer and ask whether the customer would mind going on hold for a few minutes.

Tell the customer that the call will be put on hold for a few minutes.

Signal to the colleague to wait.

Mute the line to the customer while discussing the issue with the colleague.

4
2

Refer to the exhibit. Which two port types are shown in the graphic? (Choose two.)

modem
 network

parallel

serial

USB

43 A technician has installed a new sound card in a PC but it is not operating correctly. Where should the technician look to investigate driver problems?

Computer Management

Device Manager

My Computer

System Tools

When a Windows XP computer has completed the POST for each adapter card that has a BIOS, what is the next step during the boot sequence?
4
4 BIOS reads the MBR.

NTDETECT.COM is used to detect any installed hardware.

NTDLR reads the registry files.

The WINLOGON.EXE program is started.

45 A technician is asked to set up one hard drive that will support two operating systems and will store data files in three separate drive locations. Which partition settings will support these requirement

1 primary, 3 active, 1 extended, 2 logical

2 logical, 2 active, 3 extended

2 primary, 1 active, 1 extended, 3 logical

3 primary, 1 active, 2 extended

46 ABC Inc. decided to integrate redundancy by connecting multiple hard disks to duplicate the information they store. Which type of adapter will need to be installed on the servers to accomplish the de
redundancy?

NIC

Wireless NIC

USB gateway

RAID adapter

multiple slave hard disk adapter

All default Windows XP tools and utilities are installed on a computer. The technician discovered that a few other Windows components are still needed. Which procedure can accomplish this task?
4
7 Press Ctrl-Alt-Del. Choose Task Manager > Performance > Add/Remove Windows Components

Open the Windows XP CD. Locate the Windows Components folder. Right click on Component. Choose Install.

Right click on the Desk Top. Choose Properties > Settings > Add/Remove Windows Components

Choose Start > Control Panel > Add Remove Programs > Add/Remove Windows Components

48 When installing the Windows XP operating system, a technician is given a choice of file systems to use. If security is a requirement, which file system should be chosen?

FAT32

HPFS

NFS
 NTFS

Which protocol dynamically assigns IP addresses to network devices?

4
9 DHCP

DNS

ICMP

RARP

TCP