1.

0 Personal Computer Components

1.1 Identify the fundamental principles of using personal computers y Identify the names, purposes and characteristics of storage devices S Floppy Disk Drives (FDD) records data magnetically on removable disks S Hard Disk Drives (HDD) records data on non-removable disks S Optical Disks - CD / DVD / RW records and reads data by using a laser The head actuator is the part of a CD-ROM drive's head assembly that moves across the disk to read it (b) drive speeds (c) media types S Removable storage (a) tape drive records data magnetically; most often used for backup (b) solid state such as thumb drive records data in memory that emulates a mechanical storage device (c) flash cards (d) SD cards (e) USB (f) external CD-RW (g) hard drive y Identify the names, purposes and characteristics of motherboards S Form Factor (a) ATX

The ATX has the processor and memory slots at right angles to the expansion cards. The ATX motherboard allows for the installation of more than two full-length expansion cards On an ATX motherboard, the RAM expansion slots are located at 90 to the ISA and PCI expansion slots. They can also be identified by their retaining clips. (b) BTX (c) micro ATX (d) micro NLX Components (a) Integrated I/Os Sound Video USB Serial IEEE 1394 / firewire S S S

(b) (c) (d) (e) (f)

(g) (h) (i)

Parallel NIC modem Memory slots RIMM DIMM Processor sockets External cache memory Bus architecture Bus slots PCI AGP (a) The original specification for AGP (AGPx1) has a clock speed of 66 MHz. (b) AGPx2 has a clock speed of 133 MHz. (c) AGPx4 has a clock speed of 266 MHz. (d) AGPx8 has a clock speed of 533 MHz and has a transfer rate of about 2.1GB/s. PCIe AMR CNR EIDE / PATA SATA SCSI Technology Wide SCSI buses support 16 devices, rather than the 8 devices specified in regular SCSI. Setting the bootable (or first) hard disk to ID 0 is the accepted IT community recommendation. ID 2 is usually set aside for the Floppy drive. ID 3 is the SCSI ID number generally recommended for the CD-ROM SCSI 2 has a transfer rate of 5Mbps and a maximum cable length of 6 meters Fast SCSI has a transfer rate of 10Mbps and a maximum cable length of 3 meters Ultra SCSI has a transfer rate of 20Mbps and a maximum cable length of 3 meters Fast Wide SCSI has a transfer rate of 20Mbps and a maximum cable length of 1.5 Ultra Wide SCSI has a transfer rate of 40Mbps and a maximum cable length of 1.5 meters Ultra2 SCSI (8-bit) is capable of 40MB/s transfers, with a maximum cable length of 12 meters (39 feet).

Chipsets (a) contains all of the circuitry for the motherboard to function (b) Contains the electronic components such as processor interfaces, memory controllers, bus controllers, I/O controllers and the like. (c) must support any component advances that are made otherwise adding that component to a particular motherboard will be ineffective (d) The Northbridge architecture The North Bridge is generally used for high-speed interface cards, such as video accelerators, Synchronous RAM (SRAM), and memory. Supports connections between the high-speed CPU bus and the AGP and PCI buses. Controls system memory and AGP video ports May also control cache memory Closer to processor and communicates directly with it using the system bus (e) The Southbridge architecture Supports connections between the PCI and the slower ISA buses. The South Bridge is generally used for slower devices such as USB ports, IDE drives, and ISA slots. Controls input/output functions, system clock, drives and buses, APM power management BIOS (a) stands for Basic Input/Output Services (b) resides on a ROM or Read Only Memory chip mounted on the motherboard

(c) holds numerous small programs for computer hardware that are considered permanent such as keyboards, serial and parallel ports (d) Flashing a BIOS is the term used when upgrading the program (or firmware) on the BIOS chip. (e) Strictly speaking, BIOS that can be flashed is not stored on ROM but on EEPROM which stands for Electrically Erasable Programmable Read Only Memory. This type of memory is still mostly read only but can be erased and written to under specific circumstances. S CMOS (a) stands for Complementary Metal-Oxide Semiconductor (b) A specialized electronic component mounted on the motherboard that is designed to hold a small amount of information when the computer is completely powered down. The information is kept in memory electrically and is powered by a small on board battery. (c) Holds the current date and time as well as the information necessary regarding changeable types of hardware on the computer such as RAM, Hard Drives, Floppy Drives, and Video Cards. (d) It keeps track of changeable types of hardware on the computer. (e) The other thing to remember although it is commonly forgotten is that the CMOS battery will not last forever S Firmware S Riser card (a) plugs into the motherboard and provides the additional slots for expansion cards. (b) Unfortunately, the riser card can only accommodate a maximum of two or three cards S daughter board Identify the names, purposes and characteristics of power supplies, for example: S AC adapter S ATX S Proprietary S voltage S Power supplies are rated in Watts. Identify the names purposes and characteristics of processor / CPUs S CPU chips (e.g. AMD, Intel) - The CPU is usually white in color, square shaped, has a retaining level and a number of pins. S Sockets: (a) Socket 423 is a CPU socket that was used for the first Pentium 4 processors based on the Willamette core. However, it was short-lived as it quickly became apparent that it had inadequate electrical design, which would have not allowed many clock-speed rises above 2.0 GHz. It was replaced by Socket 478. (b) Socket A (also known as Socket 462) is the CPU socket used for AMD processors ranging from the Athlon K7 to the Athlon XP 3200+, and AMD budget processors including the Duron and Sempron. (c) Socket 478 is a type of CPU socket used for Intel's Pentium 4 and Celeron series CPUs. (d) Socket 754 is a CPU socket originally developed by AMD to succeed its powerful Athlon XP platform S CPU technologies (a) Hyperthreading HyperThreading be disabled on a 2.8 GHz Pentium 4 system in the system BIOS. (b) Dual core (c) Throttling (d) Micro code (MMX) (e) Over clocking - making the processor go faster than the manufacturer has it certified it. Side effects can be lock ups and unstable system. (f) Cache - small memory space associated with the computers CPU. The whole point of faster and faster processors is that they will perform at higher and higher capacities. One method if speeding up the process is to store data the CPU processes often very near the CPU in its own on board memory so that when called for, it is accessed almost instantly. (g) VRM (h) Speed (real vs. actual) (i) 32 vs. 64 bit Identify the names, purposes and characteristics of memory S Types of memory

(a) DRAM uses capacitors instead of transistors and switches Needs constant refreshing. (b) SRAM Doesnt have to be constantly refreshed Uses a lot of power Used in old IBM XT machines and was limited to 256K per chip. (c) SDRAM Tied to the system clock which provides support for the faster bus speeds of modern computers. The speed of the memory that you install in a system must match or exceed the system speed in order to work. Installing RAM that is faster than the system speed will operate at the system speed. For example, if you put PC 133 RAM into a system that is running at 100 MHZ, the RAM would operate at the 100 MHz speed. The PC66 chip ran at a clock speed of 66 MHz. The PC100 required 8 ns DRAM chips and was capable of operating at 125 MHz The PC133 chip ran at a clock speed of 133 MHz. The PC800 chip ran at a clock speed of 800 MHz. (d) DDR / DDR2 (e) RAMBUS S Operational characteristics (a) Memory chips (8, 16, 32) (b) Parity versus non-parity (c) ECC vs. non-ECC (d) Single-sided vs. double-sided Identify the names, purposes and characteristics of display devices, for example: projectors, CRT and LCD S Connector types (a) VGA (b) DVI (c) HDMI (d) S-Video (e) Component / RGB S Settings (a) V-hold (b) refresh rate (c) resolution Identify the names, purposes and characteristics of input devices for example: S Mouse S Keyboard S bar code reader S multimedia (a) web cameras (b) digital cameras (c) MIDI (d) Microphones (e) biometric devices (f) Touch screen. Identify the names, purposes and characteristics of adapter cards S Video (a) PCI (b) PCIe (c) AGP S Multimedia S I /O (a) SCSI

(b) Serial (c) USB (d) Parallel S Communications including network and modem y Identify the names, purposes and characteristics of ports and cables for example: S USB 1.1 and 2.0 S Parallel S Serial S IEEE 1394 / firewire S RJ45 and RJ11 S PS2 / Mini-DIN S centronics (e.g. mini, 36) multimedia (e.g. 1 / 8 connector, MIDI Coaxial, SPDIF) y Identify the names, purposes and characteristics of cooling systems for example: S heat sinks S CPU and case fans S liquid cling systems S thermal compound 1.2 Install, configure, optimize and upgrade personal computer components y Add, remove and configure internal and external storage devices S Drive preparation of internal storage devices including format / file systems and imaging technology y Install display devices y Add, remove and configure basic input and multimedia devices 1.3 Identify tools, diagnostic procedures and troubleshooting techniques for personal computer components y Recognize the basic aspects of troubleshooting theory for example: S Perform backups before making changes S Assess a problem systematically and divide large problems into smaller components to be analyzed individually S Verify even the obvious, determine whether the problem is something simple and make n assumptions S Research ideas and establish priorities S Document findings, actins and outcomes y Identify and apply basic diagnostic procedures and troubleshooting techniques for example: S Identify the problem including questioning user and identifying user changes to computer S Analyze the problem including potential causes and make an initial determination of software and / or hardware problems S Test related components including inspection, connections, hardware / software configurations, device manager and consult vendor documentation S Evaluate results and take additional steps if needed such as consultation, use of alternate resources, manuals S Document activities and outcomes y Recognize and isolate issues with display, power, basic input devices, storage, memory, thermal, PST errors (e.g. BIS, hardware) y Apply basic troubleshooting techniques to check for problems (e.g. thermal issues, error codes, power, connections including cables and / or pins, compatibility, functionality, software / drivers ) with components for example: S Motherboards S Power supply S Processor / CPUs S Memory S Display devices S Input devices S Adapter cards y Recognize the names, purposes, characteristics and appropriate application of tools for example: BIOS, selftest, hard drive self-test and software diagnostics test 1.4 Perform preventive maintenance n personal computer components

Identify and apply basic aspects of preventive maintenance theory for example: S Visual / audio inspection S Driver / firmware updates S Scheduling preventive maintenance S Use of appropriate repair tools and cleaning materials S Ensuring proper environment Identify and apply common preventive maintenance techniques for devices such as input devices and batteries

Laptops and Portable Devices

2.1 Identify the fundamental principles of using laptops and portable devices y Identify names, purposes and characteristics of laptop-specific: S Form factors such as memory and hard drives S Peripherals (e.g. docking station, port replicator and media / accessory bay) S Expansion slots (e.g. PCMCIA I, II and III, card and express bus) S Ports (e.g. mini PCI slot) S Communication connections (e.g. Bluetooth, infrared, cellular WAN, Ethernet) S Power and electrical input devices (e.g. auto-switching and fixed-input power supplies, batteries) S LCD technologies (e.g. active and passive matrix, resolution such as XGA, SXGA+, UXGA, WUXGA, contrast ratio, native resolution) S Input devices (e.g. stylus / digitizer, function (Fn) keys and pointing devices such as touch pad, point stick / track point) y Identify and distinguish between mobile and desktop motherboards and processors including throttling, power management and WiFi 2.2 Install, configure, optimize and upgrade laptops and portable devices y Configure power management S Identify the features of BIOS-ACPI S Identify the difference between suspend, hibernate and standby y Demonstrate safe removal of laptop-specific hardware such as peripherals, hot-swappable devices and non-hotswappable devices 2.3 Identify tools, basic diagnostic procedures and troubleshooting techniques for laptops and portable devices y Use procedures and techniques to diagnose power conditions, video, keyboard, pointer and wireless card issues, for example: S Verify AC power (e.g. LEDs, swap AC adapter) S Verify DC power S Remove unneeded peripherals S Plug in external monitor S Toggle Fn keys S Check LCD cutoff switch S Verify backlight functionality and pixilation S Stylus issues (e.g. digitizer problems) S Unique laptop keypad issues S Antenna wires 2.4 Perform preventive maintenance on laptops and portable devices y Identify and apply common preventive maintenance techniques for laptops and portable devices, for example: cooling devices, hardware and vide cleaning materials, operating environments including temperature and air quality, storage, transportation and shipping.

Operating Systems unless otherwise noted, operating systems referred to within include Microsoft
Windows 2000, XP Professional, XP Home and Media Center. 3.1 Identify the fundamentals of using operating systems

y y y

Identify differences between operating systems (e.g. Mac, Windows, Linux) and describe operating system revision levels including GUI, system requirements, application and hardware compatibility Identify names, purposes and characteristics of the primary operating system components including registry, virtual memory and file system Describe features of operating system interfaces, for example: S Windows Explorer S My Computer S Control Panel S Command Prompt S My Network Places S Task bar / systray S Start Menu Identify the names, locations, purposes and characteristics of operating system files for example:

NTLDR (a) When the system boots, the master boot record (MBR) or MFT on the hard drive starts the NTLDR program. The NTLDR program then launches Windows 2000/XP or another OS. S BOOT.INI (a) a text file that lists the OSs available to NTLDR and tells NTLDR where to find the boot partition (where the OS is stored) for each of them. S NTDETECT.COM (a) If the NTLDR determines that you have chosen to start Windows 2000/XP, it boots the system into protected mode and then calls on NTDETECT.COM to detect the installed hardware on the system. NTLDR then refers to the BOOT.INI file to locate theWindows boot files. S NTBOOTDD.SYS S Registry data files Identify concepts and procedures for creating, viewing, managing disks, directories and files in operating systems for example: S Disks (e.g. active, primary, extended and logical partitions) S File systems (a) FAT 32 (b) NTFS offers the following excellent features: S Long filenames (LFNs) - NTFS filenames can be up to 255 characters. S Redundancy - NTFS has an advanced FAT called the master file table (MFT). An NTFS partition keeps a backup copy of the most critical parts of the MFT in the middle of the disk, reducing the chances that a serious drive error can wipe out both the MFT and the MFT copy. S Backward compatibility S Recoverability S Security S Directory structures (e.g. create folders, navigate directory structures) S Files (e.g. creation, extensions, attributes, permissions) S

3.2 Install, configure, optimize and upgrade operating systems references to upgrading from Windows 95 and NT may be made

Identify procedures for installing operating systems including: S Verification of hardware compatibility and minimum requirements S Installation methods (e.g. boot media such as CD, floppy or USB, network installation, drive imaging) S Operating system installation options (e.g. attended / unattended, file system type, network configuration) S Disk preparation order (e.g. start installation, partition and format drive) S Device driver configuration (e.g. install and upload device drivers) S Verification of installation Identify procedures for upgrading operating systems including: S Upgrade considerations (e.g. hardware, application and / or network compatibility) S Implementation (e.g. backup data, install additional Windows components) Install / add a device including loading, adding device drivers and required software including: S Determine whether permissions are adequate for performing the task S Device driver installation (e.g. automated and / or manual search and installation of device drivers) S Using unsigned drivers (e.g. driver signing) S Verify installation of the driver (e.g. device manager and functionality) Identify procedures and utilities used to optimize operating systems for example, virtual memory, hard drives, temporary files, service, startup and applications

3.3 Identify tools, diagnostic procedures and troubleshooting techniques for operating systems y Identify basic boot sequences, methods and utilities for recovering operating systems S Boot methods: (a) safe mode (b) recovery console (c) boot to restore point) S Automated System Recovery (ASR) S Emergency Repair Disk (ERD) y Identify and apply diagnostic procedures and troubleshooting techniques for example: S Identify the problem by questioning the user and identifying user changes to the computer S Analyze problem including potential causes and initial determination of software and / or hardware problem S Test related components including connections, hardware / software configurations, device manager and consulting vendor documentation S Evaluate results and take additional steps if needed such as consultation, alternate resources and manuals S Document activities and outcomes y Recognize and resolve common operational issues such as: S Bluescreen S system lock-up S input / output device S application install S start or load and Windows-specific printing problems (e.g. print spool stalled, incorrect / incompatible driver for print) y Explain common error messages and codes for example: S Boot (a) POST (b) invalid boot disk (c) inaccessible boot drive (d) missing NTLDR S Startup (e.g. device / service failed to start, device / program in registry not found) S Event Viewer S Registry S Windows reporting y Identify the names, locations, purposes and characteristics of operating system utilities for example: S Disk management tools

(a) DEFRAG (b) NTBACKUP (c) CHKDSK (d) Format System management tools (a) device and task manager (b) MSCONFIG.EXE File management tools (a) Windows Explorer (b) ATTRIB.EXE

3.4 Perform preventive maintenance on operating systems y Describe common utilities for performing preventive maintenance on operating systems for example: y software and Windows updates (e.g. service packs) y scheduled backups / restore S Types of backup: (a) Daily backup - Also called daily copy backup. A backup of all files that have been changed on that day without changing the archive bits of those files. (b) Incremental backup - A type of backup that backs up all files that have their archive bits turned on, meaning that they have been changed since the last backup. This type of backup turns the archive bits off after the files have been backed up. (c) Differential backup - Similar to an incremental backup. Backs up the files that have been changed since the last backup. This type of backup does not change the state of the archive bit. (d) Normal backup - A full backup of every selected file on a system. This type of backup turns off the archive bit after the backup. S Backup or Restore Wizard - A utility contained within Windows that allows a user to create system backups and set system restore points. (a) You can start Backup by: choosing Start | All Programs | Accessories | System Tools clicking the Backup Now button on the Tools page of the local disk properties box. choosing Start | Run and typing the command NTBACKUP. S y Restore points - The System Restore tool enables you to create a restore point, a copy of your computers configuration at a specific point in time. S To create a restore point, go to Start | All Programs | Accessories | System Tools | System Restore.

Printers and Scanners

4.1 Identify the fundamental principles of using printers and scanners y Identify differences between types of printer and scanner technologies (e.g. laser, inkjet, thermal, solid ink, impact) y Identify names, purposes and characteristics of printer and scanner components (e.g. memory, driver, firmware) and consumables (e.g. toner, ink cartridge, paper) y Identify the names, purposes and characteristics of interfaces used by printers and scanners including port and cable types for example: S Parallel S Network (e.g. NIC, print servers) S USB S Serial S IEEE 1394 / firewire S Wireless (e.g. Bluetooth, 802.11, infrared S SCSI 4.2 Identify basic concepts of installing, configuring, optimizing and upgrading printers and scanners y Install and configure printers / scanners

S Power and connect the device using local or network port S Install and update device driver and calibrate the device S Configure options and default settings S Print a test page Optimize printer performance for example, printer settings such as tray switching, print spool settings, device calibration, media types and paper orientation

4.3 Identify tools, basic diagnostic procedures and troubleshooting techniques for printers and scanners y Gather information about printer / scanner problems S Identify symptom S Review device error codes, computer error messages and history (e.g. event log, user reports) S Print or scan test page S Use appropriate generic or vendor-specific diagnostic tools including web-based utilities y Review and analyze collected data S Establish probable causes S Review service documentation S Review knowledge base and define and isolate the problem (e.g. software vs. hardware, driver, connectivity, printer) y Identify solutions to identified printer / scanner problems S Define specific cause and apply fix S Replace consumables as needed S Verify functionality and get user acceptance of problem fix

Networks
5.1 Identify the fundamental principles of networks y Describe basic networking concepts S Addressing S Bandwidth S Status indicators S Protocols (e.g. TCP / IP including IP, classful subnet, IPX / SPX including NWLINK, NETBEUI / NETBIOS) S Full-duplex, half-duplex S Cabling (e.g. twisted pair, coaxial cable, fiber optic, RS-232, USB, IEEE 1394 / Firewire) S Networking models including peer-to-peer and client / server y Identify names, purposes and characteristics of the common network cables S Plenum / PVC S UTP (e.g. CAT3, CAT5 / 5e, CAT6) S STP S Fiber (e.g. single-mode and multi-mode) y Identify names, purposes and characteristics of network connectors (e.g. RJ45 and RJ11, ST / SC / LC, MT-RJ) y Identify names, purposes and characteristics (e.g. definition, speed and connections) of technologies for establishing connectivity for example: S LAN / WAN S ISDN S Broadband (e.g. DSL, cable, satellite) S Dial-up S Wireless (all 802.11) S Infrared S Bluetooth S Cellular S VoIP 5.2 Install, configure, optimize and upgrade networks y Install and configure network cards (physical address)

Install, identify and obtain wired and wireless connection

5.3 Identify tools, diagnostic procedures and troubleshooting techniques for networks y Explain status indicators, for example speed, connection and activity lights and wireless signal strength

Security
6.1 Identify the fundamental principles of security y Identify names, purposes and characteristics of hardware and software security for example: S Hardware deconstruction / recycling S Smart cards / biometrics (e.g. key fobs, cards, chips and scans) S Authentication technologies (e.g. user name, password, biometrics, smart cards) S Malicious software protection (e.g. viruses, Trojans, worms, spam, spyware, adware, grayware) S Software firewalls S File system security (e.g. FAT32 and NTFS) y Identify names, purposes and characteristics of wireless security for example: S Wireless encryption (e.g. WEP.x and WPA.x) and client configuration S Access points (e.g. disable DHCP / use static IP, change SSID from default, disable SSID broadcast, MAC filtering, change default username and password, update firmware, firewall) y Identify names, purposes and characteristics of data and physical security S Data access (basic local security policy) S Encryption technologies S Backups S Data migration S Data / remnant removal S Password management S Locking workstation (e.g. hardware, operating system) y Describe importance and process of incidence reporting y Recognize and respond appropriately to social engineering situations 6.2 Install, configure, upgrade and optimize security y Install, configure, upgrade and optimize hardware, software and data security for example: S BIOS S Smart cards S Authentication technologies S Malicious software protection S Data access (basic local security policy) S Backup procedures and access to backups S Data migration S Data / remnant removal 6.3 Identify tool, diagnostic procedures and troubleshooting techniques for security y Diagnose and troubleshoot hardware, software and data security issues for example: S BIOS S Smart cards, biometrics S Authentication technologies S Malicious software S File system (e.g. FAT32, NTFS) S Data access (e.g. basic local security policy) S Backup (a) Backups should be stored offsite. (b) Migrate user and data information in a secure environment, remove data from hard drives, and recycle old equipment.

(c) Most computer attacks are accomplished through social engineering rather than hacking. Controlling access to programs, data, and other computing resources is the key to securing your system. (d) All hard drives should be formatted with NTFS, not FAT32.Windows uses user accounts and groups to control access. Data migration

6.4 Perform preventive maintenance for computer security y Implement software security preventive maintenance techniques such as installing service packs and patches and training users about malicious software prevention technologies

Safety and Environmental Issues

7.1 Describe the aspects and importance of safety and environmental issues y Identify potential safety hazards and take preventive action y Use Material Safety Data Sheets (MSDS) or equivalent documentation and appropriate equipment documentation y Use appropriate repair tools y Describe methods to handle environmental and human (e.g. electrical, chemical, physical) accidents including incident reporting 7.2 Identify potential hazards and implement proper safety procedures including ESD precautions and procedures, safe work environment and equipment handling 7.3 Identify proper disposal procedures for batteries, display devices and chemical solvents and cans

Communication and Professionalism

8.1 Use good communication skills including listening and tact / discretion, when communicating with customers and colleagues y Use clear, concise and direct statements y Allow the customer to complete statements avoid interrupting y Clarify customer statements ask pertinent questions y Avoid using jargon, abbreviations and acronyms y Listen to customers 8.2 Use job-related professional behavior including notation of privacy, confidentiality and respect for the customer and customers property y Behavior S Maintain a positive attitude and tone of voice S Avoid arguing with customers and / or becoming defensive S Do not minimize customers problems S Avoid being judgmental and / or insulting or calling the customer names S Avoid distractions and / or interruptions when talking with customers y Property S Telephone, laptop, desktop computer, printer, monitor, etc.