1. You are the desktop administrator for your company.

The company network consists of a single

active directory domain. All employees have windows XP professional computers that use DHCP
for their TC configuration. A new user reports that he cannot access network TCPIP
configuration. A new user reports that he cannot access network resources. No other users
report problems. When you run IPconfig.exe on the user? S computer, you receive the following
log: Windows Configuration Ethernet adapter Local Area Connection: Connection specific DNS
Suffix: IP address169.254.96.107 Subnet Mask...255.255.0.0 Default Gateway ..You must
ensure that the new user can connect to the network. What should you do?

A) Run the Netstat-e command on the new users computer.

B) Run the IP config/renew command on the new users computer.

C) Run the Nbstat RR command on the new users computer.

D) Add the IP address of the DHCP server to the HOSTS file.

2. The User is having an issue removing the Yahoo! Toolbar. You have remoted into his machine
using a remote control utility. Where should you go to remove the toolbar?

A) Control Panel > Add or remove Programs
B) Control Panel > Internet Options
C) Internet Explorer > Tools > Toolbars
D) Command prompt and type toolbar.exe/d yahoo!

3. To confirm the computer is connected to network, we can ping the computer.
A) Ping the IP Address of the Host Address
B) Ping the IP Address or the MAC Address
C) Ping the IP Address or the Host Name
D) The only method to ping a machine is to ping the IP Address.

4. A user report not being able to access any network resources after connecting his laptop to the
network and bringing it back from hibernation. You recommend he makes sure the IP address is
allocated properly. Which command would allow the user to do that?
A) Ipconfig/allocate
B) Netconfig/restore
c) Ipconfig/renew
D)Netsh/ip

5. You are the Customer Support Analyst for your company. All client computers run Windows XP
Professional and run Microsoft Outlook Express as the default e-mail client.
A user reports that he is not immediately receiving all of his e-mail messages. The user states that
when he clicks the send and receive all button, he then receives the e-mail messages. He also states
that when he restarts Outlook Express, he receives e-mail messages. You need to ensure that the
user receives his new e-mail messages more quickly.
What should you do?
A) Configure user authentication for the outgoing e-mail server.
B) Configure Outlook Express to remember the users password
C) Create an e-mail rule for processing all messages
D) Reduce the interval for checking e-mail messages.

6. Lotus Notes- How to find your Lotus Notes Short name and Email Address
A) Find your record Double click on your record. When your record opens, click the Mail tab, you will
see your short name, email address and full name of your mail server.
B) Log a ticket to 2

nd level.
C) Go to the address book and search.
D) Go to the view tool bar and you can see it there.



7. User needs to be able to view his colleagues mailbox in his Outlook 2003 (exchange environment)
how do you set outlook to enable user to do so?
A) Tools Add New Email Accounts
B) FileNew Outlook Data File
C) Control PanelMailEmail AccountsAdd New Email Accounts
D) ToolsEmail AccountsView or Change existing email account ChangeMore Settings
AdvanceMailboxAdd
8. John has saved a file to his Windows XP Desktop and would like to know where that file is located
in the drive structure. Choose the best location.
A) C: \Desktop
B) C: \Documents and settings\John\Desktop
C) C: \Documents and settings\Desktop
D) C: \Documents and settings\john\MY Documents\Desktop
9. You are the desktop administrator for Southridge video. You have recently installed Windows XP
Professional on a portable computer that meets the minimum installation requirements for the
operating system. After the installation, you attempt to configure hibernation, but this option is
unavailable. To ensure that the option becomes available, you update the BIOS on the computer. After
the update, the computer displays a STOP error every time you attempt to restart the computer. You
cannot successfully start the computer. You need to start the computer and enable hibernation. What
should you do?
a) Use system Restore to restore the last restore point
b) Restart the computer with the last known good configuration.
c) Use the Recovery console to add the correct Advanced Configuration and Power Interface(ACPI) HAL
to the computer
d) Reinstall Windows XP Professional to enable Advanced Configuration and Power Interface(ACPI) and
power management support.




10. What is phishing?
a) A computer virus
b) An identity theft scheme
c) A distribution of spam
d) A corrupt website

11. While using his laptop at the office, the user keeps getting an error message Wireless Network
Connection Not Connected. However he has not noticed anything not working as it should. Why is he
getting that error message and what should he do?
a) He is not properly connected to the corporate network and should reboot his computer.
b) He has a wireless interface that does not find a network. He can disable it in Control Panel>Network
Connections
c) The corporate network is wireless. He should disconnect his network cable to allow the wireless
adapter to connect.
d) A wireless electrical signal is generating interference in his network cable. He should remove electrical
motors that might be located close to his laptop or move to another location.

12. All users in your organization use Outlook. You would like to email full details of a contact in your
contact list to one of your colleagues. What is the easiest way to do this?
a) Copy and paste the information into an email and send it.
b) Go to the contacts folder and capture the contact information as an image
c) Select the contact and forward it as an attachment via email.
d) None of the above.




13. John wants to be able to manage his managers calendar and wants to receive all his managers
meeting invites also.What does the managers needs to do on his Outlook 2007 in order to provide this
access to John?
a) Outlook > Tools > Option > Advance Email Option > Delegates > Add
b) Outlook > Tools > Option > Delegates > Add
c) Outlook > Tools > Delegates > Add
d) Outlook > Tools > Calendar > Delegates > Add
14. User receive error message when trying to launch Outlook 2003.The error message Unable to open
the default mail folder.What will be your first step to of troubleshooting?
a) Contact messaging team to check server
b) Restart the computer
c) Run a scanpst\scanost to repair the PST\OST file
d) Close and restart Outlook
15. An Outlook 2003 user just received an email from a friend. He reports that there is supposed to be
an attachment but he cannot open it. What is the most likely cause?
a) His friend forgot the attach the file
b) The file is hidden
c) The attachment has a file extension that is blocked by Outlook
d) Outlook 2003 emails do not support attachments.








16. User receive error message when trying to launch Outlook 2003.The error message unable to
open the default mail folder. What will be your first step to of troubleshooting?
A) Contact messaging team to check server
B) Restart the computer.
C) Run a Scanpdt\scanost to repair the PST\OST file.
D) Close and restart Outlook

17. An Outlook 2003 user just receives an email from a friend .He reports that there is supposed to
be an attachment but he cannot open it. What is the most likely caused?
A) His friend forgot to attach the file
B) The file is hidden.
C) The attachment has a file extension that is blocked by Outlook.
D) Outlook 2003 emails do not support attachment.
18. What file type is used to archive Lotus Notes messages?
A) PST files
B) NSF files
C) ARC files
D) BAK files

19. To confirm the computer is connected to the network, we can ping the computer.
A) Ping the IP Address or the Host Address
B) Ping the IP Address or MAC Address
C) Ping the IP Address or the Host Name
D) The only method to ping a machine is to ping the IP Address

20. A user reports not being able to access any network resources after connecting his laptop to the
network and bringing it back from hibernation. You recommend he makes sure the IP address is
allocated properly. Which command would allow the user to do that?
A) Ipconfig /allocate
B) Netconfig/restore
C) Ipconfig/renew
D) Netsh/ip

21 Which of the following network utilities is best used to determine your computer s IP Address?
A) Ip.exe
B) Ipconfig.exe
C) Nslookup.exe
D) Ping.exe

22. An outlook 2003 user just received an email from a friend. He reports that there is support
attachment but he cannot open it. What is the most likely cause?
A) His friend forgot to attach the file
B) The file is hidden
C) The attachment has a file extension that is blocked by Outlook
D) Outlook 2003 emails do not support attachments.

23. What file type is used to archive Lotus Notes messages?
A) PST files
B) NSF files
C) ARC files
D) BAK files

24. Mikes colleagues are complaining that they are unable to see his free and busy information
when scheduling a meeting in Outlook. What Mike needs to perform in order to update his free and
busy information in Outlook?
A) Close Outlook >Start > Run > Outlook.exe/clean free busy
B) Close Outlook > Start > Search > Outlook.exe/resetfreebusy
C) Close Outlook > Start > Search >Outlook. Exe/updatefreebusy
D) Close Outlook > Start > Run > Outlook.exe/cleanfreebusy.

25. You are the desktop administrator for Southridge video. You have recently installed Windows XP
Professional on a portable computer that meets the minimum installation requirements for the
operating system. After the installation, you attempt to configure hibernation, but this option is
unavailable. To ensure that the option becomes available, you update the BIOS on the computer. After
the update, the computer displays a STOP error every time you attempt to restart the computer. You
cannot successfully start the computer. You need to start the computer and enable hibernation. What
should you do?
a) Use system Restore to restore the last restore point
b) Restart the computer with the last known good configuration.
c) Use the Recovery console to add the correct Advanced Configuration and Power Interface(ACPI) HAL
to the computer
d) Reinstall Windows XP Professional to enable Advanced Configuration and Power Interface(ACPI) and
power management support.

26. What is phishing?
a) A computer virus
b) An identity theft scheme
c) A distribution of spam
d) A corrupt website

27. While using his laptop at the office, the user keeps getting an error message Wireless Network
Connection Not Connected. However he has not noticed anything not working as it should. Why is he
getting that error message and what should he do?
a) He is not properly connected to the corporate network and should reboot his computer.
b) He has a wireless interface that does not find a network. He can disable it in Control Panel>Network
Connections
c) The corporate network is wireless. He should disconnect his network cable to allow the wireless
adapter to connect.
d) A wireless electrical signal is generating interference in his network cable. He should remove electrical
motors that might be located close to his laptop or move to another location.

28. All users in your organization use Outlook. You would like to email full details of a contact in your
contact list to one of your colleagues. What is the easiest way to do this?
a) Copy and paste the information into an email and send it.
b) Go to the contacts folder and capture the contact information as an image
c) Select the contact and forward it as an attachment via email.
d) None of the above.

29. John wants to be able to manage his managers calendar and wants to receive all his managers
meeting invites also. What does the managers needs to do on his Outlook 2007 in order to provide this
access to John?
a) Outlook > Tools > Option > Advance Email Option > Delegates > Add
b) Outlook > Tools > Option > Delegates > Add
c) Outlook > Tools > Delegates > Add
d) Outlook > Tools > Calendar > Delegates > Add

30. User receive error message when trying to launch Outlook 2003.The error message Unable to open
the default mail folder.What will be your first step to of troubleshooting?
a) Contact messaging team to check server
b) Restart the computer
c) Run a scanpst\scanost to repair the PST\OST file
d) Close and restart Outlook

31. An Outlook 2003 user just received an email from a friend. He reports that there is supposed to be
an attachment but he cannot open it. What is the most likely cause?
a) His friend forgot the attach the file
b) The file is hidden
c) The attachment has a file extension that is blocked by Outlook
d) Outlook 2003 emails do not support attachments.