1. Which network device uses a MAC address table to segment the network?

concentrator hub PBX router switch 2 What is the purpose of an IRQ? Perform input/output between the CPU and peripherals. Establish peer-to-peer communication between devices and software. Request information from the CPU. Access the computer RAM for reading and writing. 3 A supervisor received a complaint that one of the technicians was rude and disre spectful. Which action by the technician most likely caused the customer to comp lain? The technician interrupted a number of times to ask questions. The technician occasionally confirmed an understanding of the problem. The customer was escalated to a level-two technician. The technician ended the call without saying "Have a nice day". 4 Which two interface types make it possible to attach different external componen ts to laptops and desktops without powering the computer off? (Choose two.) ExpressCard FireWire ISA PCI PCMCIA USB 5 A call center technician is on a call with a customer when a colleague indicates that there is something to discuss. What should the technician do? Interrupt the customer and ask whether the customer would mind going on hold for a few minutes. Tell the customer that the call will be put on hold for a few minutes. Signal to the colleague to wait. Mute the line to the customer while discussing the issue with the collea gue. 6 What are three important considerations when installing a CPU on a motherboard? (Choose three.) Antistatic precautions are taken. The CPU is correctly aligned and placed in the socket. The CPU contacts are first cleaned with isopropyl alcohol. The CPU heat sink and fan assembly are correctly installed. The CMOS EPROM battery is removed prior to installing the CPU. Maximum insertion force is applied to the load lever so the CPU is locke d in place. 7

Refer to the exhibit. Which two port types are shown in the graphic? (Choose two .)

Click on the Safely Remove Hardware icon in the system tray then on the device. What should the user d o before removing the device? Shut down the computer. 13 A customer needs to purchase a new power supply for a computer. Where should the technician look to investigate driver problems? Computer Management Device Manager My Computer System Tools 10 Which Windows tool should be run before upgrading the operating system? Convert Fdisk Msconfig Ntbackup 11 A home computer user is trying to customize the power management on a computer u sing Windows XP. APM power management mode must be configured in the BIOS before ACPI can be used to enable power management. However. The power supply has sufficient wattage to support all components inside the computer. The power supply must have both a P-8 and P-9 connector. then click on Remove Drive . APM power management mode must be configured in the BIOS so that Windows XP can be used to enable power management. ACPI power management mode must be enabled in the BIOS before Windows XP can be used to configure power management. . 12 A user has been writing data to a USB flash memory drive. Right-click on the drive in My Computer. Remove the power to the drive. the custom configuration is unsuccessful. What task mu st be completed to enable power management to be configured? ACPI power management must be enabled in the BIOS using Administrative T ools in the Windows Control Panel. The power supply provides at least 800 V.modem network parallel serial USB 8 What is the purpose of wearing an antistatic wrist strap? to reduce the electrical charge to a harmless level in a monitor to protect the user from any harmful electrical discharge to equalize the electrical charge between the user and the equipment to monitor the electrical charge that is generated between the user and the equipment 9 A technician has installed a new sound card in a PC but it is not operating corr ectly. What must be con sidered when selecting an appropriate power supply? The power supply converts DC to AC.

19 Which type of cable standard uses a 9-pin connector and supports data rates in e xcess of 800 Mbps? DB-9 DB-25 IEEE 1284 IEEE 1394a IEEE 1394b 20 All default Windows XP tools and utilities are installed on a computer. Which pr ocedure can accomplish this task? Press Ctrl-Alt-Del. 17 Which two security tasks should be included in a computer preventive maintenance plan? (Choose two. The ribbon cable is installed incorrectly. The tech nician discovered that a few other Windows components are still needed. NTDETECT. Disable Automatic Updates to prevent interference with the current opera tion. 16 When installing a service pack or security patches on an operating system. While testing the new drive. The floppy drive has been disabled in the BIOS.EXE program is started. what is the next step during the boot sequence? BIOS reads the MBR. Choose Task Manager > Performance > Add/Remove Windo ws Components . The WINLOGON. Test all aspects to ensure that the update is correct for the operating system. t he technician notices that the floppy drive light remains lit constantly.COM is used to detect any installed hardware. The jumper settings are set incorrectly for the floppy drive. NTDLR reads the registry files. wh at should be done to protect the system in the event of a faulty or aborted inst allation? Create a restore point. Where would the technician set the boot order for the PC? My Computer Control Panel Device Manager BIOS Start Menu 15 When a Windows XP computer has completed the POST for each adapter card that has a BIOS.) an update of spyware removal tools a centralization of network administration an update of antivirus scanner software an update of network cable termination information documentation of network protocols such as DHCP and DNS 18 A technician has replaced a failing floppy drive. Check the updates for the latest ones.14 A technician wishes to boot a computer using a CD-ROM that contains a limited op erating system and diagnostic utilities. What i s most likely the cause of the problem? The new floppy drive is faulty.

Right click on the Desk Top. Both laser and inkjet printers produce poor quality images. 22 Which motherboard feature controls the amount of data that a CPU transfers at on e time? pin grid array front side bus MMX instructions read-only memory 23 A technician is explaining the differences between inkjet printers and laser pri nters to a customer.) Inkjet printers are less expensive than laser printers. Locate the Windows Components folder. Choose Install. An impatient user has sent multiple print jobs of the same document to this printer.Open the Windows XP CD. but an inkjet printer ma y still have wet ink on the paper after printing.) Disable the internal drive. Disconnect and reconnect the external drive. but laser pri nters require more expensive thermal paper. Set the printed image to colors or to grayscale. What are three actions a technician can perform to solve the problem? (Choose three. Choose Properties > Settings > Add/Remove W indows Components Choose Start > Control Panel > Add Remove Programs > Add/Remove Windows Components 21 A computer fails to recognize a removable external drive. A laser printer is significantly slower than an inkjet printer.) an antenna twisted-pair cable a phone cable a port that has been enabled in BIOS an ExpressBus expansion card IP address and subnet mask 25 A printer has a paper jam. 24 Which two items are required to configure a laptop for 100 Mb/s full-duplex Ethe rnet communications? (Choose two. Terminate the external drive. Select landscape or portrait image layout. Which two comparisons should the technician make? (Choose t wo. Adjust the settings to match the colors on the screen to the colors on t he printed sheet. Change the DMA settings on the external drive. 26 Which are three steps in the laser printing process? (Choose three. What can be done to remove these print jobs? Cancel the jobs in the printer queue. Right clic k on Component. The laser printer output is dry after printing. Inkjet printers use plain paper to make economical prints. Replace the external drive.) fusing writing . Ensure that the external ports are enabled.

EXE 30 Which protocol adds security to remote connections? FTP HTTP NetBEUI POP SSH 31 A tire store needs to print customer invoices using carbon copy paper so that bo th the store and the customer have a copy. What is the best source for a new driver? manufacturer's website Microsoft Update website printer installation disk Windows Device Manager Windows hardware profiles 29 A user believes that a data file on a Windows XP computer has been corrupted. 33 When installing the Windows XP operating system. a technician is given a choice of file systems to use. What is the probable cause of this problem? The cable is not connected properly to the NIC. The computer has an invalid IP address. If security is a requirement. The computer has an incorrect subnet mask. Which management tool can help find files that can be safely deleted? chkdsk defrag disk cleanup disk management fdisk scandisk 28 The technician has been asked to upgrade the printer driver for an old printer. Wh ich utility can provide the best information about the data file? Defrag CHKDSK MSCONFIG REGEDIT.skewing spraying transferring sublimating 27 A technician needs to free some hard disk space in a computer. which file system should b e chosen? FAT32 . The computer has an invalid default gateway address. What is the best printer solution? dye-sublimation printer inkjet printer thermal printer impact printer 32 A computer can access devices on the same network but can not access devices on other networks.

36 Which three benefits are gained by networking computers? (Choose three. Sending abnormally large amounts of data to a remote server to prevent u ser access to the server services.) decreased need of personal training fewer peripherals needed decreased computer-to-user ratio lower cost licensing increased user specialization increased communication capabilities 37 A customer is upset and wants to speak to a specific technician to resolve a pro blem immediately. Intercepting or inserting false information in traffic between two hosts . Which type of service is being configured? FTP peer-to-peer Telnet DHCP DNS 35 What characterizes spoofing? Making data appear to come from a source other than the actual source. What is the best way to handle this call? Refer the angry customer to a supervisor. What is the name of this type of attack? multi-ping attack . Sending bulk e-mail to individuals. 38 Which two ports on a laptop allow connection or removal of external devices. While m onitoring traffic to the server. lists.HPFS NFS NTFS 34 A student enables file sharing on a laptop so that a friend can access music fil es. the administrator notices repeated.) DVI FireWire serial USB VGA 39 A network administrator is troubleshooting a server that keeps crashing. suc h as hard drives or printers. larger than normal pings to the server. and advise the customer that otherwise the requested technician will call the customer back within two h ours. Ignore the request for the specific technician by walking through a step -by-step process with the customer in an attempt to refocus the customer and sol ve the problem. Make an offer to help the customer immediately. without powering off the computer? (Choose two. The requested technician is away from the office for the next hour. Advise the customer that the requested technician is out of the office a nd insist on trying to resolve the problem. or domains intending to preve nt users from accessing e-mail.

and standby modes be configured Control Control Control Control Panel Panel Panel Panel > > > > Power Options Administrative Tools Power Modes System 41 A small business has used a high quality configurable flatbed scanner to scan a number of photographs to print as large posters. What should the user do? Replace the flatbed scanner with an all-in-one device. 42 When calculating the total cost of ownership of a printer it is necessary to con sider the cost of the consumables. 1 extended. all t he applications the user was working on are left open. 2 logical 2 logical. Save the scanned file in JPEG not TIFF format. 1 active. Which type of adapter will need to be instal led on the servers to accomplish the desired redundancy? NIC Wireless NIC USB gateway RAID adapter multiple slave hard disk adapter 44 A technician is asked to set up one hard drive that will support two operating s ystems and will store data files in three separate drive locations. and there is no power use d by the laptop? Hibernate Suspend Left on with no power mode Soft shutdown . 1 extended. Which partit ion settings will support these requirements? 1 primary. hibernate.) drum ink cartridge ink ribbon paper toner 43 ABC Inc. 3 active. Use OCR software when scanning the photographs. 2 extended 45 Which power mode should be used by a laptop so that all the data is saved. 3 extended 2 primary. 3 logical 3 primary. 1 active. However. Which two consumables are associated with an inkjet printer? (Choose two. 2 active. Increase the resolution of the scanner. the quality of the ima ges printed as posters is poor.phishing ping bomb ping of death spoofing zombie attack 40 Where in Windows ? Start > Start > Start > Start > XP can the shutdown. decided to integrate redundancy by connecting multiple hard disks to du plicate the information they store.

Whi ch tool should be used? Scandisk Disk Management Chkdsk Defrag Device Manager 47 A home computer owner has a PC system that runs Windows XP. Which factors should be considered when selecting the adapter? type of hard drive installed amount of memory installed expansion slot type case form factor 50 Which protocol dynamically assigns IP addresses to network devices? DHCP DNS ICMP RARP TCP 51 A technician is having trouble with laptops that keep overheating. Which type of account does the owner need to us e to install the new software? server administrator root unlimited 48 An employee is receiving e-mail from unknown banks asking for username and passw ord information. Th e owner wishes to install a new piece of software. . several programs failed. Encourage users to run the laptop from the battery more often. but the user account does not have the necessary permissions. What is the first course of action that a technician should attempt to remove the update? Run a System Restore from the last restore point. Remove and clean the CPU. Which type of security attack is the employee experiencing? adware phishing Trojan horse virus worm 49 A technician needs to purchase a new video adapter for a computer. Replace the fan. Encourage users to run the laptop from the AC adapter more often. What preventi ve maintenance procedure can be performed on the laptops to reduce this problem? Regularly replace the laptop battery. When t he most recent update was installed.46 A technician wants to create a new partition on a new additional hard drive. For security reasons the owner has been using a limited local user account for a number of years. Clean the air vents. 52 A company uses a single computer to receive and test all Windows updates.

Use the Add or Remove Hardware applet in the Control Panel to remove the update. Use the Recovery Console to restore the operating system. Restore the hard drive from the last system backup. .

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