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COMPTIA
A Plus
Courseware Version 2.3
Code: K-112-01
1
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CompTIA A+ Day 1
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Exam 220-901
Max 90 questions
(Multiple choice & performance based)
90 minutes duration
Pass mark 675/900
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CompTIA A+ 220-901 covers PC hardware and
peripherals, mobile device hardware, networking
and troubleshooting hardware and network
connectivity issues.
6 to 12 months hands-on experience in the lab or
field
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Exam Breakdown
Domain Percentage of Exam
1.0 Hardware 34%
2.0 Networking 21%
3.0 Mobile Devices 17%
4.0 Hardware & Network
Troubleshooting
28%
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MODULE 1 MODULE 1
HARDWARE
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BIOS / UEFI
Firmware that provides low level
instructions to the device in the absence of
an operating system
Basic Input/Output System (BIOS)
Unified Extensible Firmware Interface
(UEFI)
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BIOS is stored on a ROM Chip and may be updated
or ‘Flashed’ through bespoke software
UEFI is set to replace BIOS and includes the
following advantages:
Better Security of the pre-boot environment
Faster startup times
Support for larger drives
Support for 64-bit device drivers
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Configurations
Typical BIOS Configurations include:
Boot Sequence
Date/Time
Clock Speed
Virtualization Support
Security
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BIOS / UEFI
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PC BIOS
Example of Dell boot sequence options:
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PC BIOS
To run virtual machines virtualisation support must be
enabled in the BIOS
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MOTHERBOARD
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Motherboard Form Factors
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Motherboard Form Factors
ATX – older but still widely used
Micro-ATX – only 244mm square
ITX – a range of small form factors for set top boxes
etc
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PC Expansion Slots
PCI (Peripheral Component Interconnect) Typically white
slots for fast, general purpose expansion devices
PCI-X (eXtended) provides higher bandwidth
PCIe – (express) designed to replace PCI & AGP, variable
length cream slots dependant upon size of bus
MiniPCI used in laptops and portable devices
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AGP – Accelerated Graphics Port + PCI
AGP
PCI
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PCE Express (PCIe)
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CPUs and Cooling
Socket Types
Characteristics
Architecture
Cooling
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CPU Sockets - ZIF (Zero Insertion Force)
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CPU – LGA socket
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CPU Characteristics
Speed
Cores
Cache size/type
Hyperthreading
Virtualization support
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CPU Architecture
32bit
64bit
Operating System
Integrated GPU
NX Bit
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COOLING SYSTEM
Fans
Heat Sink
Thermal Paste
Liquid Cooling
Fanless/Passive
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PC Architecture - chipset
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CMOS Battery
Complementary metal-oxide semiconductor (CMOS)
chip is powered by a small (watch) battery. This
ensures that settings are not lost when the system
is off.
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POWER SUPPLY UNIT (PSU)
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RAM
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RAM TYPES
SDRAM (Synchronous Dynamic RAM)
DDR 2 3
(Double Data Rate)
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Memory Details
Module Standard Speed Format
DDR500 4000 MBps PC4000
DDR533 4266 MBps PC4200
DDR2-667 5333 MBps PC2-5300
DDR2-750 6000 MBps PC2-6000
DDR2-800 6400 MBps PC2-6400
DDR3-800 6400 MBps PC3-6400
DDR3-1600 12800 MBps Pc3-12800
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RAM LAPTOPS
DIMM (Dual Inline Memory Module)
SODIMM (Small Outline DIMM)
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PC Expansion Cards
PCI or PCIe slots
Windows may use plug and play to detect device
drivers or install from manufacturers site/disk
Used for many devices:
• Sound Cards
• Video Cards
• Network Cards
• TV Tuner Cards
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STORAGE DEVICES
Optical Drives
Magnetic Hard Drives
Removable Storage Devices
(Hot Swappable)
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OPTICAL STORAGE
CD
DVD
BLU-RAY
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SATA
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IDE
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IDE Configuration and Setup / Jumper
Master
Slave
Cable Select (CS)
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SCSI – Small Computer System Interface
Devices (SCSI Targets) identified by unique SCSI ID
(0-15)
If using bootable drive – always use id 0
End of chain must be terminated
SCSI Targets may be multiple drives which
represent a Logical Unit Number (LUN)
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FLOPPY DRIVE
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FLASH / Solid State Drives
SSD
Thumb Drives
USB
SD
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RAID – Redundant Array of Independent Disks
RAID 0
RAID 1
RAID 5
RAID 10
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TAPE DRIVES
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MEDIA Capacity
CD / CD-RW 650-700 MB
DVD-R/RW 4.7 GB (Single Sided, Single
Layer) up to 17.08GB (Double Sided, Double
Layer)
Blue Ray 100GB (up to 1TB)
Tape 10TB (Standard)
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EXTERNAL PORTS
1. PS/2 Keyboard (Purple)
2. PS/2 Mouse (Green)
3. Serial (Turquoise)
4. Parallel (Burgundy)
5. Monitor (Blue)
6. USB
7. Audio Microphone In (Pink), Audio Line Out (Lime), and Audio Line In (Light Blue)
8. Network (RJ-45)
9. Joystick/MIDI (Gold) [not shown]
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PS/2 and SERIAL PORTS
PS/2
6-pin
Mouse
Keyboard
Serial (RS-232)
Legacy port for modems and mice
Null modem cable
9-pin or 25-pin
~115 Kbps
10m (30 feet)
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PARALLEL PORTS
Printer / Centronics port
Modes
Standard (~150 Kbps)
4-bit
8-bit (~150 Kbps bi-directional)
ECP / EPP (~2 MBps)
25-pin host connector
36-pin device connector
Cable length
Standard: 5m (15 feet)
IEEE1284: 10m (30 feet)
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USB PORTS
Powered, serial bus
Host / hub (Type A connector)
Function / device (Type B connector)
Hot-swappable
Up to 127 devices / bus
5m (16.5 feet) cable length
12 Mbps (USB 1.1) or 480 Mbps (USB 2.0)
Up to 5Gbps with USB 3.0
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USB Connectors
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MODEM and Network Ports
NETWORK RJ45
MODEM RJ11
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Communication Devices
Network Adapter / NIC
Modem
Wireless
IrDA
Bluetooth
Wi-Fi
Cellular
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Distance Speeds and Frequencies
Technology Max Outdoor Max Indoor Max Speed Freq
Bluetooth 10m / 35ft 10m / 35ft 3 Mbps 2.4 GHz
IR 5m / 15ft 5m / 15ft 4 Mbps 33-40GHz or
50-60GHz
802.11 100m / 330ft 20m / 65ft 2 Mbps 2.4GHz
802.11a 120m / 390ft 35m / 115ft 54 Mbps 5.0GHz
801.11b 140m / 460ft 35m / 115ft 11 Mbps 2.4GHz
802.11g 140m / 460ft 38m / 125ft 54 Mbps 2.4GHz
802.11n 250m / 802ft 70m / 230ft 600 Mbps 2.4 and
5.0GHz
802.11ac 35m / 115ft 35m / 115ft 6.933Gbps 5.0GHz
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Adding and Removing Peripherals
Always read the manufacturer's instructions and check that the device is
compatible with the PC and operating system
Hold the connector not the cable when removing a lead
Inspect the connector and port for damage (notably broken or bent pins)
before attaching a lead
Take care to align the connector carefully and do not use excessive
force, to avoid damaging the pins (PS/2 connectors are particularly
fragile)
Check whether the device requires an external power source
If you plug a USB 2.0 device into a USB 1.1 port, a notification message
will be displayed, helpfully telling you that the device could perform
faster if plugged into a High Speed port
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Custom PC Configuration
Graphic/CAD/CAM Design Workstation
Multicore CPU (64bit)
High end video cards
Maximum RAM
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Custom PC – Configuration
Video/Audio Editing Workstation
Powerful high end processors for 64 bit software
Maximum RAM
Specialised audio/video card
Large, fast hard drive
Dual monitors
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Custom PC – Configuration
Virtualization Workstation
Maximum CPU Cores
Maximum RAM
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Custom PC – Configuration
Gaming PC
Multicore processor
High-end video with GPUs
Sound card
High end cooling
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Custom PC – Configuration
Home Theatre PC
Surround sound audio
HDMI output
Small form factor
TV Tuner
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Custom PC – Configuration
Home Server
Media streaming
Maximum RAM
Large fast hard disk
Gigabit NIC
RAID array
File and print sharing
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Custom PC - Configuration
Thin Client
PC with minimal resources and applications
Network capable
Thick Client
PC with sufficient resources and applications
installed locally
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Display Devices
Types:
• LCD
• LED
•PLASMA
•PROJECTOR
•OLED
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VIDEO ADAPTERS
Components
o DAC Digital – Analogue Converter
o GPU Graphics Processing Unit
o Memory
o BIOS
DirectX
Color depth
Interface (AGP / PCIe)
Multi-monitor
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Multi-monitor Setup
Using two displays alternately
or simultaneously
Extend desktop
Use a presentation device
(with a laptop)
Configure different resolution
etc on each display
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Audio Devices
Sound Card
Audio ports
oAudio out (lime)
oAudio in (light blue)
oHeadphones (black)
oMic (pink)
o S/PDIF (orange)
oMIDI
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Multimedia Input Devices
TV Tuner
Digital Cameras
Webcams
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Video Connectors
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Install and Configure Multifunction/Printing devices
Configurations:
Duplex
Collation
Orientation
Quality
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Printer Configuration
Printer Sharing (wired/wireless)
Cloud/Remote printing
Public/Shared devices
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Laser Printers
Standard office equipment
Fast, good-quality text and
monochrome
Low TCO
Color models more expensive
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Laser Printer Operation
Cleaning
• Remove charge and toner from OPC drum
Charging
• Uniform negative charge (-500V)
• Conditioning
Writing
• Laser selectively removes charge
Development
• Negatively charged toner is attracted to OPC drum where charge has been removed
Transfer
• Transfer corona applies positive charge to paper
• Toner is attracted from OPC to stick to paper
Fusing
• The paper passes through a hot pressure roller, melting toner onto the paper
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Laser Printer Operation
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Laser Printer Maintenance
Disconnect from power
Components may be hot - take care
Use approved cleaning products
Dealing with toner spills
Replacing toner cartridge
• Remove packing strips
• Recycle old cartridge
Replacing a maintenance kit
• Remove packing strips
Configuring network settings
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Troubleshooting Laser Problems
Faint print
• Toner low
• Print settings (draft mode)
Blank pages
• Out of toner
• Toner packing seals not removed
• Transfer corona damaged
• Software problem
Memory errors – not enough RAM
Paper jam
• Check media
• Check rollers
• Static Eliminator Strip
Consistent marks
• White stripes
• Shake toner cartridge
• Clean / replace transfer corona wire
• Black stripes and marks
• Clean / replace primary corona wire
• Clean / replace rollers
• Damage to OPC drum
Black page
• Check primary corona / OPC mechanism
Easily smudged
• Damaged fuser unit
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Inkjet Printers
Standard home equipment
Good-quality color
reproduction
High TCO
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Inkjet Printer Operation
Ink from reservoir is directed through tiny nozzles in print
head
Print head
• Thermal shock uses heat to expand ink
• Piezoelectric uses charge to pump ink
Paper
• Coated paper for better quality prints
• Paper absorbency (moisture content) is crucial
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Troubleshooting Inkjet Problems
Paper jams
• Check feed tray
Poor quality
• Check media (paper)
• Clean print head
Incomplete letters
• Clean print head
• Update driver
Inconsistent darkness
• Clean print head
• Check ink
Faded print / inconsistent
colors
• Check ink
• Check print settings (draft mode)
Consistent marks on print
• Clean print head
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Other Printers
Dot matrix
• Impact printer
• Tractor-fed media
Thermal transfer
• Bar code and label printing
• One or two color
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Dot Matrix Printer Operation
Impact printer
Solenoid fires pins in the print
head to strike ink ribbon
Quality depends on number of
pins (9, 24, 48)
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Troubleshooting Dot Matrix Problems
Faint output
• Check ink ribbon
• Check platen gap
No print impression
• Check print head
• Check platen gap
Paper jam
• Check media
• Check paper feed
Persistent marks on print
• Print head pin stuck in or out
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PRINTING
Print Device
Printer
Printer Driver
Spool
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Printer Interfaces
USB / Firewire
Wireless
• IrDA
•Bluetooth
•Wi-Fi
Network
Legacy
•Parallel
•SCSI
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Configuring Printer Driver
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Configuring a Printer
Pools
Priorities
Schedules
Security
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Maintenance
Cleaning
• Surfaces
• Dust
• Inkjet cartridges
Paper
• Use good quality paper designed for printer / print application
• Do not overload
• Do not use damaged media
Ink / Toner replacement
01/03/2016
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MODULE 2
NETWORKING
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Open Systems Interconnection Model - OSI
01/03/2016
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NETWORK MEDIA
CABLE
WIRELESS
SHARING
INTERNET
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TWISTED PAIR
Unshielded Twisted Pair (UTP)
Performance categories (Cat5e
/ Cat6)
Connectors (RJ-45 / RJ-11)
Shielded types
Plenum cable
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Other types of Cable
Coaxial cable
Fiber-optic cable
•Single versus multimode
•Ethernet standards
•Connectors
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Wiring Standards EIA568A & B
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TCP/IP
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INTERNET PROTOCOL - IP
IP address (IPv4)
• 32-bit binary
• 8-bit octets
• Dotted decimal notation
Subnet mask
• Mask network ID from host ID
Address classes
Reserved address ranges
• Private
• Loopback
• Multicast (Class D)
• Reserved (Class E)
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Private IP Addresses (RFC1918)
Class Private Address Range
A 10.0.0.0 to 10.255.255.255
B 172.16.0.0 to 172.31.255.255
C 192.168.0.0 to 192.168.255.0
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IP CONFIGURATION
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IPv6
128 bit address scheme
Eg: 2001:0000:4136:e378:8000:63bf:3fff:fdd2
Lead zeros or zero sections may be removed or shortened
Eg: 2001::4136:e378:8000:63bf:3fff:fdd2
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IPv6
Benefits
• Scalable
• Efficient
• Secure
• Supports next generation technologies
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IPv4 vs. IPv6
IPv4 IPv6
Loopback address 127.0.0.1 ::1
APIPA 169.254.x.x FE80::
Private addresses 10.0.0.0 FEC0::
172.16.0.0
192.168.0.0
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IPCONFIG
IPv4 Address + Subnet Mask
IPv6 Address (Link Local)
Default Gateway
DHCP Enabled
MAC Address
Interface ID
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DHCP - APIPA
Dynamic Host Configuration Protocol
Allows client to obtain address configuration from server
Can configure IP address, mask, gateway, DNS, etc
Automatic Private IP Addressing
Used when a DHCP server cannot be contacted
Allows local subnet traffic only
169.254.x.y address range
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NAT – NETWORK ADDRESS TRANSLATION
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TCP / UDP
TCP (Transmission Control Protocol)
Provides reliable, connection-oriented transfer of packets
Used by most TCP/IP applications where lost packets would mean corrupted data and application errors
UDP (User Datagram Protocol)
Provides connectionless, unreliable transfer of packets
Faster and more efficient
Used in time-sensitive applications where a few missing packets can be tolerated
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PORTS
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INTERNET Communications
SMTP
POP (version 3)
IMAP (version 4)
FTP
Telnet
Instant Messaging / VoIP
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Domain Naming System
Domain Name Server
Maps machine-readable IP address to people-readable FQDN
Domain Name Structure
Read right-to-left
Top Level Domain
Subdomain(s)
Hostname
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Wireless
802.11a
• 5 GHz
• 54 Mbps
802.11b / g
• 2.4 GHz
• 11 Mbps (b) and 54 Mbps (g)
802.11n
• Either frequency band
• MIMO
• Channel bonding
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Wireless LAN Security SSID
Security protocols
• WEP
• WPA
• WPA-1
• WPA-2 (802.11i)
• Encryption type
• Authentication type
• Pre-shared key
• RADIUS
Firewall
DHCP
MAC filtering
Firmware / adapter driver
Configuration password
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Wireless Encryption Types
WEP – Wired Equivalent Privacy. Not a defined standard, very weak,
should not be used if avoidable.
WPA – Wi-Fi Protected Access. Not a defined standard, stronger but can be
broken if weak passphrase is chosen
WPA2 – Implements the 802.11i security standard. Much stronger.
TKIP – Temporal Key Integrity Protocol. The keys in use can change during
the session.
AES – Advanced Encryption Standard. 128 bit encryption key that has
become the standard in many areas of encryption.
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Setting up a wireless network
The following factors should be considered when setting up a wireless
network:
Choice of channel – there are 13 channels to choose from (11 in USA).
There is no overlap between channels 1,6 & 11.
SSID Broadcast – change from the default SSID disable the broadcast
MAC Filtering – this allows you to specify which devices can connect to the
wireless network.
Wireless Encryption – go for the strongest available
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Setting up a wireless network (Continued)
WPS – Wi-Fi Protected Setup. Allows for the automatic configuration of
devices on a wireless network through the use of PIN numbers
DHCP – The wireless router can allocate IP addresses to clients that
connect.
DMZ – Demilitirised Zone. This allows for a separate network security zone
where certain public facing devices can be located.
Firewalls – the wireless router can be setup to block, allow or forward
certain types of traffic.
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Bluetooth
Bluetooth 1.0
• 2.4 GHz (radio-based)
• 1 Mbps
• 10m (30’) Class 2
• 1m (3’) Class 1
Bluetooth 2.0 (EDR)
• 3 Mbps
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Types of Internet Connection
Cable
DSL ADSL more down than up
SDSL same up and down
Dial-Up
ISDN
Satellite
Mobile hotspot (cellular)
Fibre to the home
WiMAX
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Types of Network
LAN – Local Area Network
WAN – Wide Area Network ( used to connect geographically separate
LANs).
PAN – Personal Area Network is a LAN created by using personal devices,
e.g. phone to laptop, iPod to tablet
MAN – Metropolitan Area Network is a network covering a physical area
such as a town or campus (similar to a CAN Campus Area Network)
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Network Components
802.2
• Logical Link Control
• Media Access Control
802.3 Ethernet
• CSMA/CD access method
• 10 Mbps
• 100 Mbps (Fast Ethernet
• 1 Gbps (Gigabit Ethernet)
• Different media (copper and fiber-optic)
Network adapter
• Layer 2
• MAC address
Hubs and switches
• Layer 1-2
• Star topology connectivity
• Switches reduce contention
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ROUTING
Divide a single physical network into multiple logical
networks
Join a network using one type of media with a
network using different media
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Cabling tools
Crimp Tool
Cable Tester OTDR
Toner Probe
1
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Module 3
Mobile Devices
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Install and configure Laptops
Expansion Ports
• Thunderbolt port
• Display Port
• USB to RJ45
• USB to Bluetooth
• USB to Optical Drive
2
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Laptops – Upgrade / Replace Components
SoDIMM
Hard Drive
Optical Drive
Keyboard / Touchpad
Wireless Card
Screen
Battery
CPU (if not built in)
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Laptops – Upgrade / Replace Components
Take great care when replacing keyboard,
touchpad and screens.
•Data connectors
• Power supplies / Inverter
•Wifi antenna
3
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Laptop - Features
Docking Stations
Physical Locks/Cable Locks
Rotating/Removable Screens
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Laptop Features
Special Function Keys
• Dual Display
• Wireless On/Off
• Bluetooth On/Off
• Volume
• Brightness
• Keyboard Backlight
4
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Other Mobile Devices
Tablet
Smartphone
Wearable Tech
Phablet
E Reader
Smart Camera
GPS
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Other Mobile Devices - Connections
NFC
Micro/Mini-USB
Vendor Specific (eg Apple, Sony-Ericsson)
Bluetooth
IR
Hotspot/Tethering
5
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Mobile Devices - Accessories
Headsets
Speakers
Game Pads
Docking Stations
Battery Charger
Covers/Cases
01/03/2016
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Module 4
Hardware & Network
Troubleshooting
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Troubleshoot – Motherboard, RAM, CPU and Power.
Windows
BSOD
Unexpected Shutdowns
System Lockups
POST Code Beeps
BIOS Time/Settings Resets
No Power
01/03/2016
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Apple MAC
Pinwheel of Death (PWOD)
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Troubleshooting Tools
Multimeter
Power Supply Tester
Loopback Plug
POST Card
01/03/2016
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Troubleshoot - Hard Drives / RAID
Read/Write Failures
Slow Performance
Clicking Noise
Boot Failure
Drive not recognized
RAID not found
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Troubleshooting Tools
Screwdriver
CHKDSK
Format
BOOTREC
DISKPART
DEFRAG
01/03/2016
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Troubleshoot – Video, Project & Display
Video Card issues
Resolution
No Image
Dead Pixels / Artifacts
Dim Image / Flickering Image
Distortion
Burn in
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Troubleshoot - Networks
No Connectivity
APIPA
Limited Connectivity
IP Issues
Speed
Wifi issues
01/03/2016
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Troubleshooting Tools
Cable Tester
Loopback Plug
Punch-Down Tool
Tone Generator & Probe
Wire Strippers / Crimper
Wireless Locator
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Troubleshooting Networks – Command Line Tools
PING
IPCONFIG / IFCONFIG
TRACERT
NETSTAT
NBTSTAT
NET
NSLOOKUP
01/03/2016
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Troublshoot – Mobile Devices
No Display
Dim/Flickering Display
Sticking Keys
Wireless issues / Bluetooth issues
Battery
Ghost Cursor/Pointer Drift
Power / Battery
Touchscreen issues
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Mobile Device – Disassembling/Reassembling
Use appropriate/proper tools
Label screws
Organize parts
Refer to manufacturer resources
01/03/2016
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Troubleshoot - Printers
Streaks
Fading
Ghost Images
Paper Jam
Connectivity issues
Access issues
Printer Driver issues
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Troubleshooting Printers - Tools
Maintenance Kits
Toner Vacuum
Compressed Air
Spooler Service
1
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COMPTIA A+
220-902
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2
Exam 220-902
Max 90 questions
(Multiple choice & performance based)
90 minutes duration
Pass mark 700/900
2
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CompTIA A+ 220-902 covers installing and
configuring operating systems including Windows,
iOS, Android, Apple OS X and Linux. It also
addresses security, the fundamentals of cloud
computing and operational procedures.
6-12 Months lab or hands on experience
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Exam Breakdown
Domain Percentage of Exam
1.0 Windows Operating Systems 29%
2.0 Other Operating Systems &
Technologies
12%
3.0 Security 22%
4.0 Software troubleshooting 24%
5.0 Operational Procedures 13%
3
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MODULE 5
WINDOWS OPERATING SYSTEMS
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Windows Operating Systems
Windows Vista
Windows 7
Windows 8
Windows 8.1
4
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Windows Features
Feature Vista Windows 7 Windows 8 Windows 8.1
Aero Desktop X X
Gadgets X X
Sidebar X
UAC X X X X
BitLocker X X X X
Shadow Copy X X X X
ReadyBoost X X
Virtual XP Mode X
Easy Transfer X X X
Windows Firewall X X X
Security Center/Action Center X X X
Defender X X X X
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Key Features
System Restore
Event Viewer
Control Panel
Windows Explorer
Metro UI (Windows 8/8.1)
OneDrive
Windows Store (Windows 8/8.1)
Charms (Windows 8/8.1)
Start Screen (Windows 8/8.1)
5
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Upgrades
Ensure that minimum hardware specs are met per
O/S, Edition and Architecure (32/64bit)
Ensure that upgrade path is viable
Use Upgrade Advisor
Use Compatibility tools
• Windows Compatibility Center
• Application Compatibility Toolkit (ACT)
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Installation Methods
Optical Drive (DVD)
USB
PXE (Preboot Execution Environment)
Windows Deployment Services (WDS)
6
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Types of Installation
Bootable Media
Unattended Installation
Sysprep / Imaging
Remote Install
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Types of Installation
Upgrade
Clean Install
Repair Installation
Multiboot / Dualboot
Remote Network Installation (RIS/WDS)
Refresh/Restore/Reset (Windows 8/8.1)
7
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Other Installation Considerations
Drive Partitioning / Formatting
Third Party Drivers
Time/Date/Regional Settings
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Windows Command Line Utilities
TASKKILL
BOOTREC
SHUTDOWN
MD/RD/CD
FORMAT
COPY/XCOPY/ROBOCOPY
DISKPART
GPUPDATE
DIR
EXIT
HELP
SFC
CHKDSK
8
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Administrative Tools
Computer Management
Device Manager
Users and Groups
Local Security Policy
Performance Monitor
Services
System Configuration
Task Scheduler
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MSCONFIG
Differences Between Windows Vista/7 and
8/8.1
9
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Task Manager
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Services
10
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Disk Manager
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Storage Spaces (Win 8/8.1)
11
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Storage Spaces
Create a Storage Pool from a collection of
physical disks
Create a Storage Space- Virtual Disk
Partition and Format
Create RAID (more flexible than Disk
Manager)
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System Utilities
MSCONFIG
REGEDIT
COMMAND
SERVICES.msc
MMC
MSTSC
NOTEPAD
EXPLORER
MSINFO32
DXDIAG
DEFRAG
System Restore
Windows Update
12
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Windows Control Panel Utilities
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Windows Control Panel
13
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Windows Networking
Workgroup
Domain
Homegroup
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Network Shares
Mapping Drives
• Explorer
•NET USE Command
14
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Network Connections
VPN
WIRELESS
WIRED
WWAN
PROXY
REMOTE DESKTOP CONNECTION
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Network Location
Domain
Home/Private
Work/Private
Guest/Public
Firewall Settings
15
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Network Adatper Configuration
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Backups
Scheduled Backup
Working Copies
• Full
• Incremental
• Differential
• File History (Library Folders W8/8.1)
16
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Disk Maintenance
Scheduled Defrag
CHKDSK
Disk Cleanup
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Patch Management
Windows Updates
Driver/Firmware Updates
Application Updates
Antivirus/Antimalware Updates
WSUS
01/03/2016
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MODULE 6
OTHER OPERATING SYSTEMS & TECHNOLOGIES
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MAC OS AND LINUX Operating Systems – Common Features
Backups – rsync utility / Time Machine
System updates – Update Manager / Apple Store
Antivirus/Antimalware Updates
Shell / Terminal
Multiple Desktops
Keychain
Spot Light
Boot Camp
01/03/2016
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Basic Linux Commands
ls
grep
cd
shutdown
mv
rm
chmod
ifconfig
ps
q
su/sudo
apt-get
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Client Side Virtualization
What is Virtualization?
HYPERVISOR
Host Hardware
HOST
OS
VM
Guest OS
VM
Guest OS
01/03/2016
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Client-Side Vitualization
Hyper-V
Virtual PC / XP Mode (Windows 7)
VMWare Player / Workstation
VirtualBox
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Basic Cloud Concepts
Public v Private Cloud
Elasticity / On Demand
Resource Pooling
Measured Service
01/03/2016
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Cloud Concepts
Software as a Service SaaS
Infrastructure as a Service IaaS
Platform as a Service PaaS
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Network Server Roles
Web Server
File Server
Print Server
DHCP Server
DNS Server
Proxy Server
Mail Server
Authentication Server
01/03/2016
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Internet Appliances
Unified Threat Management (UTM)
• Firewalls
• Intrusion Prevention System
• Antivirus/AntiSpam
• VPN
• Load Balancer
• Reporting
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Internet Appliances
Intrusion Detection System (IDS)
•NIDS (Network IDS)
• Passive / Monitoring
•Reporting
01/03/2016
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Mobile Operating Systems
Android
iOS
Windows
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Mobile Features
Screen Orientation (Accelerometer/Gyroscope)
Screen Calibration (Touchscreen)
GPS/GEOTracking
Wifi
Virtual Assistant
01/03/2016
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Mobile Device Network Connectivity and Email
Wifi/Cellular Data Network (Enable/Disable)
Hotspot
Tethering
Airplane Mode
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Mobile Device Connectivity
Bluetooth
• Pairing
01/03/2016
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Mobile Device Connectivity
• POP3
• IMAP
• Google/Inbox
• Yahoo
• Outlook.com / Office 365
• iCloud
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Data Synchronization
Synchronize to the Cloud or Desktop
• Contacts
• Programs
• Pictures
• Music
• Documents
• Video
• Calendar
• Social Media
01/03/2016
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MODULE 7
SECURITY
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Basic Concepts
Confidentiality
Integrity
Availability
Authentication
Authorization
Accounting
C
I
A
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Common Security Threats & Vulnerabilities
Malware
Spyware
Virus
Worm
Trojan
Rootkit
Ransomeware
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Types of Virus
• Armoured
• Companion
• Macro
• Multipartite
• Phage
• Polymorphic
• Retrovirus
• Stealth
Common Security Threats & Vulnerabilities
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Remember!
• A Virus requires a host to propagate
• A Worm propagates itself
• A Trojan masquerades as something useful
Common Security Threats & Vulnerabilities
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Social Engineering
• Phishing (Vishing)
• Spear Phishing
• Whaling
• Spoofing
• Shoulder Surfing
• Tailgating
• Dumpster Diving
Common Security Threats & Vulnerabilities
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Other Threats
• Zero Day Attack
•Bot/Botnet/Zombie
•Man in the Middle
• Password Attacks
Dictionary
Brute Force
Common Security Threats & Vulnerabilities
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Security - PREVENT
Physical Security
Door Locks
Mantrap
Cable Locks
Shredder
Biometrics
ID Badges
Smart Card / Token
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Security – PREVENT
Digital Security
•Antivirus/AntiMalware
• Firewalls
•Updates/Patches
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Authentication / Authorization
Authentication : Proving to the system who you say you are.
• Something that you know (Password/Pin/Username)
• Something that you have (Smartcard/Token)
• Something that you are (Biometric)
Authorization : Access rights and privileges
• Permissions
• Membership
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Security - PREVENT
Virtual Private Networks (VPN)
Data Loss Prevention (DLP)
Access Control Lists (ACL)
Acceptable Use Policy (AUP)
Principle of Least Privilege
User Education
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Basic Windows OS Security Settings
Users and Groups (Permissions/Privileges)
NTFS/Share Permissions
User Authentication
BitLocker / BitLocker to Go
Encrypting File System (EFS)
01/03/2016
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Security – Best Practices to Secure a Workstation
Password Policy
Screensaver Required Password
BIOS/UEFI Security
Account Management
Disable AutoRun
Data Encryption
Patch/Update Management
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Security – Securing Mobile Devices
Screen Locks
Remote Wipe / Sanitize
Remote Backup
Antivirus / Antimalware
Patches/OS Updates
Authentication
Encryption
BYOD / Corporate Policies
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Security – Data Destruction and Disposal
Physical Destruction
• Shredder
• Drill/Hammer
• Electromagnetic/Degaussing
• Incinerator
• Certificate of Destruction
• Recycling/Repurposing
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Security – Wireless / Wired Networks
Wireless
• Default SSID
• Disable SSID
• Placement/Siting
• Encryption
• Power
• Passwords
• MAC Filters
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Additional SOHO Network Security Configurations
Static IP Addresses
Firewall Settings
Port Forwarding (NAT)
Content Filtering
Physical Security
01/03/2016
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MODULE 8
SOFTWARE TROUBLESHOOTING
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Troubleshoot PC OS Problems
Common Symptoms
• BSOD
• Boot Failure
• Spontaneous Shutdown/Restart
• Device failure
• Missing DLL
• Services failure
• Compatibility Error
• Safe Mode Boot
• Missing OS
• Missing GUI
• Missing GRUB (Unix)
• Multiple Monitor problems
01/03/2016
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Troubleshooting Tools
BIOS/UEFI
SFC (System File Checker)
Logs (Event Viewer / /var/log)
Recovery Console / Repair my computer
Repair Discs
MSCONFIG
DEFRAG
REGEDIT
SAFE MODE
ERD/ASR
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Troubleshooting Security Issues
Common Symtpoms
•Browser Pop Ups
•Browser Redirection
• Security Alerts
• SPAM
•Malware
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Troubleshooting Tools
Antivirus Software
Command Line /Terminal
Recovery Console
Safe Mode
System Restore / Snapshot
MSCONFIG
Refresh/Restore (Windows 8/8.1)
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Best Practice for Malware Removal
Identify Malware Symptoms
Quarantine
Disable System Restore
Remediation
Schedule Scan / Run Updates
Re-Enable System Restore
End User Education
01/03/2016
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Troubleshooting Mobile OS and Applications
Common Symptoms
• Display problems
• Wireless connectivity issues
• Bluetooth connectivity issues
• External monitor issues
• Touchscreen issues
• Application issues
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Troubleshooting Tools/Techniques
Hard Reset (Factory Reset)
Soft Reset
Uninstall/Reinstall Applications
Force Stop
01/03/2016
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MODULE 8
OPERATIONAL PROCEDURES
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Safety Procedures
Electrostatic Discharge (ESD)
•Grounding
•Antistatic Bag
• ESD Strap/Bracelet
• ESD Mat
• Self Grounding
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Safety Procedures
Toxic Waste Handling
•Batteries
•Toner
•CRT
•Compliance with local regulations
•MSDS – Material Safety Data Sheet
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Safety Procedures
Personal Safety
•Disconnect Power
•Remove Jewellery
• Lifting techniques
• Electrical Fire Safety (Class C Extinguisher)
•Cable Management
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Environmental Impact
Temperature, Humidity and
Ventilation Control
HVAC
Power
• Surge
• Blackout
• Brownout
• Sag
• Spike
UPS
Surge Suppressor
Airborne Particles
Dust/Debris
• Compressed Air
• Vacuums
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Incident Response Policy (IRP)
First Response
• Identify (the problem)
•Report
• Preserve Data/Device
•Document
•Chain of Custody (Evidence Tracking)
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Legal Requirement
Licensing / End User License Agreement (EULA)
Commercial/Open License
Personal / Enterprise License
Digital Rights Management
Personally Identifiable Information (PII) (Data
Protection)
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Security Policies - Examples
Password Policy
Acceptable Use Policy (AUP)
Access Control Policy
Remote Access Policy (RAP)
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Communication Techniques & Professionalism
User proper language (avoid Jargon, Acronyms and
Slang)
Stay positive and confident
Use active listening skills
Do not interrupt
Be culturally sensitive
Be punctual
Avoid distractions
Try typing another URL in
IE and see if DNS is
responding. If not I may
have to check you NICs
and flush your cache
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Professionalism – Dealing with Difficult Customers
Do not be drawn into an argument
Do not dismiss problems
Do not be judgemental
Seek clarification
Maintain customer confidentiality
Set realistic expectations and communicate
Offer different options (if applicable)
Provide documentation
Follow up with the customer
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Troubleshooting Theory
Identify the problem (Questions)
Establish a Theory of Probably Cause (Question the obvious)
Test the Theory to Determine Cause
Establish a Plan of Action to Resolve the Problem and
Implement the Solution
Verify Full System Functionality (and implement preventative
measures if needed)
Document Finds, Actions and Outcomes
