COMPTIA

A Plus
Courseware
Version 2.3

Code: K-112-01
 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 28%
Troubleshooting

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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 16
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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
o Audio out (lime)
o Audio in (light blue)
o Headphones (black)
o Mic (pink)
o S/PDIF (orange)
o MIDI

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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 Consistent marks

• Toner low • White stripes
• Print settings (draft mode) • Shake toner cartridge
• Clean / replace transfer corona wire
Blank pages
• Black stripes and marks
• Out of toner
• Clean / replace primary corona wire
• Toner packing seals not removed • Clean / replace rollers
• Transfer corona damaged • Damage to OPC drum
• Software problem Black page
Memory errors – not enough RAM • Check primary corona / OPC mechanism
Paper jam Easily smudged
• Check media • Damaged fuser unit
• Check rollers
• Static Eliminator Strip

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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 Inconsistent darkness

• Check feed tray • Clean print head

Poor quality • Check ink

• Check media (paper) Faded print / inconsistent

• Clean print head colors

Incomplete letters • Check ink

• Check print settings (draft
• Clean print head mode)
• Update driver
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

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MODULE 2
NETWORKING

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Open Systems Interconnection Model - OSI

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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
Email
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
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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 Toner Probe

Cable Tester OTDR

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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

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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

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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

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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

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 Mobile Devices - Accessories

Headsets
Speakers
Game Pads
Docking Stations
Battery Charger
Covers/Cases

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 01/03/2016

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
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Apple MAC
Pinwheel of Death (PWOD)

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Troubleshooting Tools

Multimeter
Power Supply Tester
Loopback Plug
POST Card

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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

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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

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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
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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

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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

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 COMPTIA A+
220-902

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Exam 220-902
Max 90 questions
(Multiple choice & performance based)
90 minutes duration
Pass mark 700/900

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1
 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 & 12%
Technologies
3.0 Security 22%
4.0 Software troubleshooting 24%
5.0 Operational Procedures 13%

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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

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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
3/1/2016
X X X X 7

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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)
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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)

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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)

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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 GPUPDATE
BOOTREC DIR
SHUTDOWN EXIT
MD/RD/CD HELP
FORMAT SFC
COPY/XCOPY/ROBOCOPY CHKDSK
DISKPART

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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

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 Task Manager

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Services

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 Disk Manager

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Storage Spaces (Win 8/8.1)

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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 NOTEPAD
REGEDIT EXPLORER
COMMAND MSINFO32
SERVICES.msc DXDIAG
MMC DEFRAG
MSTSC System Restore
Windows Update

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 Windows Control Panel Utilities

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Windows Control Panel

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 Windows Networking

Workgroup
Domain
Homegroup

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Network Shares

Mapping Drives
• Explorer
• NET USE Command

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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

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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)

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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

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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

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Basic Linux Commands

ls ifconfig
grep ps
cd q
shutdown su/sudo
mv apt-get
rm
chmod

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Client Side Virtualization

What is Virtualization?

HOST VM VM
OS Guest OS Guest OS

HYPERVISOR
Host Hardware

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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

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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

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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

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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

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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

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Mobile Device Connectivity

Email
• POP3
• IMAP
• Google/Inbox
• Yahoo
• Outlook.com / Office 365
• iCloud

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Data Synchronization

Synchronize to the Cloud or Desktop

• Contacts
• Programs
• E-Mail
• Pictures
• Music
• Documents
• Video
• Calendar
• Social Media

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MODULE 7
SECURITY

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Basic Concepts

Confidentiality
Integrity
C
Availability

I
Authentication
Authorization A
Accounting
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Common Security Threats & Vulnerabilities

Malware
Spyware
Virus
Worm
Trojan
Rootkit
Ransomeware
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Common Security Threats & Vulnerabilities

Types of Virus
• Armoured
• Companion
• Macro
• Multipartite
• Phage
• Polymorphic
• Retrovirus
• Stealth
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Common Security Threats & Vulnerabilities

Remember!
• A Virus requires a host to propagate
• A Worm propagates itself
• A Trojan masquerades as something useful

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Common Security Threats & Vulnerabilities

Social Engineering
• Phishing (Vishing)
• Spear Phishing
• Whaling
• Spoofing
• Shoulder Surfing
• Tailgating
• Dumpster Diving

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Common Security Threats & Vulnerabilities

Other Threats
• Zero Day Attack
• Bot/Botnet/Zombie
• Man in the Middle
• Password Attacks
 Dictionary
 Brute Force
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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)

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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

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MODULE 8
SOFTWARE TROUBLESHOOTING

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Troubleshoot PC OS Problems

Common Symptoms • Missing OS

• BSOD
• Boot Failure
• Missing GUI
• Spontaneous Shutdown/Restart • Missing GRUB (Unix)
• Device failure
• Multiple Monitor problems
• Missing DLL
• Services failure
• Compatibility Error
• Safe Mode Boot

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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

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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

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 01/03/2016

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 UPS

Ventilation Control
Surge Suppressor
HVAC
Airborne Particles
Power
Dust/Debris
• Surge
• Compressed Air
• Blackout
• Vacuums
• Brownout
• Sag
• Spike

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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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 01/03/2016

Communication Techniques & Professionalism

User proper language (avoid Jargon, Acronyms and

Slang)
Stay positive and confident
Try typing another URL in
Use active listening skills IE and see if DNS is
responding. If not I may
Do not interrupt have to check you NICs
and flush your cache
Be culturally sensitive
Be punctual
Avoid distractions
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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

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