CompTIA A+ Certification All-in-One Exam Guide, Exams 220-1001 & 220-1002

by Mike Meyers

Safety and Professionalism

The Professional Tech

Appearance

NOTE Techno-babble is the use of (often nonsensical) jargon and technical terms to intimidate and silence a challenge to a technical issue.

Assertive Communication

know how frustrating it feels to lose data,” or “I understand how infuriating it is when the network goes out and you can’t get your job done.” Statements like these cool off the situation and let customers know you are on their side. Avoid using the word “you,” as it can sound accusatory. The second part of assertive communication is making sure you state the problem clearly without accusing the user directly. Here’s an example: “Help me understand how the network cable keeps getting unplugged during your lunch hour.” Last, tell the user what you need to prevent this error in the future. “Please call me whenever you hear that buzzing sound,” or “Please check the company’s approved software list before installing anything.” Always use “I” and “me,” and never make judgments. “I can’t promise the keyboard will work well if it’s always getting dirty” is much better than “Stop eating cookies over the keyboard, you slob!” Respectful Communication Generally, IT folks support the people doing a company’s main business. You are there to serve their needs and, all things being equal, to do so at their convenience, not yours. You don’t do the user’s job, but you should respect that job and person as an essential cog in the organization. Communicate with users the way you would like them to communicate with you, were the roles reversed. Again, this follows the Ethic of Reciprocity. Don’t assume the world stops the moment you walk in the door and that you may immediately interrupt a c...

friendly

EXAM TIP Static electricity, and therefore the risk of ESD, is much more prevalent in dry, cool environments.

NOTE Make sure the metal plate on the antistatic wrist strap touches the skin of your wrist. Don’t put it on over the sleeve of a long-sleeved shirt.

EXAM TIP Always put components in an antistatic bag, not on the bag.

you’re careful! Before working on a computer in such a situation, take a moment to touch the power supply every once in a while as you work—I’ll

EXAM TIP Always disconnect power before repairing a personal computing device.

Electromagnetic Interference (EMI)

electromagnetic interference (EMI).

You can prevent EMI by keeping magnets away from computer equipment.

Any device with an electrical motor has a magnet. Many telephones have magnets. Power bricks for laptops and speakers also have magnets. Keep them away!

Radio Frequency Interference (RFI)

Cell phones • Wireless network cards • Cordless phones • Baby monitors • Microwave ovens

few devices, speakers in particular, are susceptible to RFI.

RFI will never cause any damage,

RFI becomes a big problem when two devices share the same frequencies. Cordless phones, baby monitors, and many wireless networks share the same range of frequencies.

The two types of metal bags offer shielding against EMI and RFI as well as ESD. These are the silvery bags (such as in Figure 1-8) you’ll see hard drives packed in, for example, and the black-and-silver woven bags you’ll sometimes see.

Physical Tools

EXAM TIP When you build out a computer space, such as a server closet (the room that has a lot of important computers in it), use standard carpentry safety

Troubleshooting Methodology

Clean, pressed khaki trousers

Clean, wrinkle-free polo shirt

A. Is the computer turned on? B. Is the monitor turned on?

Phillips-head screwdriver

D. Never

Wait until Phoebe finishes her description, run through any simple fixes, and then explain that you need to call your boss on your cell phone.

Ask the user to change her password temporarily for you to use.

Follow up with a call within a couple of days to make sure everything is going well with the fixed computer.

Antistatic wrist strap

Document.

Document your findings.

CPUs

1001

Technology

B. The CPU uses registers for temporary storage of

internal commands and data.

D. Registers enable the CPU to control the address bus.

C. The external data bus provides a channel for the flow of data and commands between the CPU and RAM.

A. The address bus enables the CPU to communicate with the memory controller chip.

D. The address bus enables the CPU to access registers.

A. Megahertz and gigahertz

D. Virtualization support

B. Socket LGA 1151

A. Hyper-Threading

D. Take all of the steps you want to take because it’s not going to work.