Question 1

You want to test the network connection between a computer and a remote host called www.starwritter.org and increase the size of the ICMP packets sent during the ping to 128. What command do you use?

Accepted Answer

The L switch accompanied by a value from 0 to 65500 will specify the size of the ICMP packets during the ping.
Key Takeaway: Internet Control Message Protocol must be included in every TCP/IP implementation. ICMP is defined in RFC 792. Essentially ICMP is a communication protocol between IP protocol implementations on two connected systems.

Question 2

A company liaison needs her Windows XP computer to change her measurement settings from U.S. to metric. How can this be done?

Accepted Answer

Measurement settings are changed on the Numbers tab.
Key Takeaway: Go into the Classic view of Control Panel and open the Regional and Language Options applet. The change will be from the "U.S." option to the "Metric" option.

Question 3

To restore a Windows XP computer to a restore point (before the issue), you launch the System Restore Wizard. After you select the option to restore the computer to an earlier time, what does the next screen have you choose?

Accepted Answer

The next screen asks for a restore point date on a calendar.
Key Takeaway: After selecting the "Restore my computer to an earlier time" radio button on the initial Welcome to System Restore screen, you are taken to the Select a Restore Point screen. Here you are prompted to navigate a calendar to choose a month and date and then (from a list) prompted to select a specific restore point (usually indicated by a time and restore point name).

Question 4

A Windows XP computer has been infected with a virus and after restoring the computer you try to open Task Manager and receive an error message. The message states the application was unable to be located because VDMBG.dll was not found. You conclude the virus damaged or deleted the .dll file. How do you fix the problem to be able to open Task Manager?

Accepted Answer

the file you need is available on the Windows XP installation disc and can be easily copied to the WindowsSystem32 folder on the PC.
Key Takeaway: All of he .dll files are contained in the i386 directory on the Windows XP installation CD. You can replace deleted or damaged .dll files in the WindowsSystem32 folder.

Question 5

For a Windows 7 Professional computer, you need to change the Boot options. Of the following, what descriptions correctly describe available boot options?

Accepted Answer

Selecting the Boot log option creates the ntbtlog.txt file which lists all of the drivers installed during startup and selecting the Base video option starts Windows using a basic video driver with a 640x480 resolution.
Key Takeaway: The No GUI boot option eliminates the moving graphical bar you see during startup to save a few seconds during boot. The OS boot information option displays a list of what is loading on the system during startup on the screen in real time (not a log file).

Question 6

You are trying to get familiar with the directory structure on a Windows 7 Professional computer and attempting to locate important files and directories. Of the following, which are the correct locations for the referenced directories?

Accepted Answer

On a Windows 7 Professional computer the Users directory in under the C: drive and the System folder is in C:Windows.
Key Takeaway: To find the Users directory, click the Start button - Computers - C Drive - Users (folder). To find the System folder just under the C: Drive, open the Windows folder.

Question 7

You are a customer support representative working with a DSL service provider. A customer calls in reporting a problem with his DSL connection. He fails to verify his credentials, even though this verification is a mandatory process without which a customer is not eligible for any support from your end. The customer repeatedly requests that you assist him. What should you do?

Accepted Answer

Politely tell the customer that none of the support staff will be able to assist him if he is not able to verify his credentials. Ask him to call back after reconfirming his credentials.
Key Takeaway: Verifying credentials is a crucial part of the user authentication process followed by most customer service units. This ensures that a customer's account is not mishandled and his privacy is not invaded. If the customer fails to prove his identity on a support call, do not disconnect the call, raise your voice, or transfer the call to your manager. These actions give the impression that that your company rules can be bent. Educate the customer about the importance of the verification process to maintain the integrity of his account. Askhim to reconfirm his credentials and call back to get any support from your end.

Question 8

You have informed a customer that you willmeet with her at 10:00 PM. sharp. However, due to some exigency, you are going to be late by a few hours. What should you do?

Accepted Answer

Whenever you are late for an appointment with a customer, inform the customer beforehand and set up a new appointment time and date. This helps avoid customer frustration.
Key Takeaway: The customer willbe expecting you at the specified time. It is appropriate to call the customer over phone and inform herthat you will be late. Sending an email may not be the best option, since the customer may not checkheremail often. Your colleague mightnot convey the message to your customer in a timely manner.

Question 9

David has called a support technician to repair a failed system. David is anxious about whether the data is safe and expresses his concern several times. What should the technician do?

Accepted Answer

It is important for the technician to tell the customer that he will do whatever possible to fix the computer without losing data. This will assure the customer that the technician is a responsible person.
Key Takeaway: Some customers may be very anxious when a technician repairs their computer, primarily because they do not know the technician's caliber. It is important to let them know that you are capable and assure them that the hardware and data on the computer arein safe hands.

Question 10

Which of the following abilities is the most important for a technician involved in customer service?

Accepted Answer

One of the most important abilities for a technician to have is the ability to listen and communicate effectively.
Key Takeaway: Listening and communicatinghelp the customer to effectively explain his problem and additionally build a good reputation for the technician. Although fixing technical issues is of great importance, most customers tend to be less fussy if the technician is able to communicate effectively.

Question 11

John notices that the hard disk on his new computer is very active even though he isn't doing anything on the computer and it isn't connected to the Internet. What is the most likely suspect?

Accepted Answer

This is a classic symptom of a virus spreading on the system. The best option would be to use a good anti-virus software to scan the system.
Key Takeaway: When a system is infected with a virus, the virus activity consumes PC resources, including RAM and the processor. Although you may not be doing anything on the computer, the hard drive light may be lit, indicating virus activity on the computer.

Question 12

Some employees in an organization are unknowingly downloading malicious code on their computers. Which of the following should the IT department do to resolve the problem?

Accepted Answer

To stop the downloading of unwanted malicious code on the computer, you would need to disable all unauthorized ActiveX controls.
Key Takeaway: The most common cause of virus infection on a computer is ActiveX controls. For the best protection, disable all ActiveX controls in the Internet options of the browser.

Question 13

Which of these malicious agents is capable of distributing itself without using a host file?

Accepted Answer

Worms replicate without the need for a host file. Worms are designedto propagate by exploiting OS weaknesses.
Key Takeaway: A computer worm is a self-replicating computer program. While viruses almost always corrupt or devour files on a targeted computer, worms may be designed solely to propagate. However,worms usually cause at least some harm to the network, if only by consuming bandwidth.

Question 14

David wants to use a media format that can store personal information and is difficult to copy or counterfeit. Which of the following devices should he use?

Accepted Answer

Smart cards are used for access control, and they can contain a small amount of information. Smart cards are replacing magnetic cards in many instances because they can store additional personal information and are harder to copy or counterfeit.
Key Takeaway: It is important that you use the right media type in order to protect critical personal information. Smart cards can store a small amount of information and are used for identification, financial transactions, computer single sign on, storage of encryption keys, etc..

Question 15

John is complaining that his contacts are receiving continuous e-mails sent from his ID without his intervention. Which of the following could have caused this?

Accepted Answer

If there is an issue with continuous e-mails being sent from an ID unknowingly, the computer is most likely infected with a worm.
Key Takeaway: A worm attempts to replicate using whatever means available. In this case, the worm may not even reside on John'ssystem. The worm may have been in a system with the hisname in the address book. Perform a thorough scan to remove the worm.

Question 16

Harriethas just switched on hersystem and opened a Word document. Unprompted, her computer suddenly connects to the Internet. What kind of attack is this a symptom of?

Accepted Answer

Harriet's computer is exhibiting symptoms of a logic bomb. A logic bomb notifies an attacker when a certain set of circumstances has occurred. This triggers an attack on the system.
Key Takeaway: A logic bomb is a piece of code intentionally inserted into software with the intention of setting off a malicious function when specified conditions are met or at a specific time. Other malicious types of software, such as as viruses and worms, often contain logic bombs. For example, a virus may be set to attack host systems on a specific day.

Question 17

You are an administrator at your company and need to install updates and fixes as they are released. If you want to update multiple OS features at once, which of the following should you download and install?

Accepted Answer

To update the OS with patches and fixes, periodically update the server with service packs. Running the OS without the latest service pack makes it highly susceptible to security risks.
Key Takeaway: A service pack is one or more repairs to system problems bundled into a single process or function. A patch is a small piece of software designed to fix problems with or update a computer program or its supporting data. A hotfix is a code that fixes a bug in a product.

Question 18

Which of the following statements about ActiveX controls is true?

Accepted Answer

Web browsers can be configured so that they require confirmation to accept an ActiveX control.
Key Takeaway: ActiveX is a Microsoft technology thatcustomizescontrols, icons, and other features, which increases the usability of web-enabled systems. Because ActiveX controls are downloaded to the hard disk and thus may allow security breaches, web browsers can be configures such that they require confirmation to accept ActiveX controls.

Question 19

John is using IE version 6.0 as his browser. He wants to enable ActiveX controls, but he also wants a high level of security level for the Internet. How can he accomplish this?

Accepted Answer

John should modify the Internet options to be able to customize the default settings that come along with a high security zone configuration.
Key Takeaway: When you select the High security setting from the Security tab in Internet options, several features- including ActiveX, Active scripting, and Java- will be disabled. Disabling these features makes the browser more secure. For more control over what features are allowed, click the Custom Level button. Here you can control the specific security options that apply to the current zone. ActiveX can be disabled by selecting Disable for Run ActiveX controls and plug-ins.

Question 20

Which of the following is often misused by spyware to collect information on a user's activities?

Accepted Answer

Tracking cookies are browser settings that provide websites a unique ID for the user. The tracking cookies are constantly recreated each time you browse the web.
Key Takeaway: A tracking cookie tracks your browsing behaviors. Marketers use data from tracking cookies, and. spyware can use these cookies to collect personal information entered on web pages.

Quiz 6: Other Operating Systems and Technologies