Information Technology (IT) Training

REQUEST INFORMATION

CompTIA A+ Program 

PROGRAM

CompTIA A+

Certification
Preparation Training


Program Duration:

5 to 7 Days


Program Description: CompTIA A+ is aimed at IT professionals with (or seeking) job roles such as Support Engineer, Maintenance Engineer, Desktop Engineer, Computer Administrator, or PC Support Analyst. CompTIA A+ establishes best practices in troubleshooting, networking and security across a variety of devices to set the stage for IT careers. CompTIA A+ covers PC hardware and peripherals, mobile device hardware, networking and troubleshooting hardware and network connectivity issues, it also 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. This course prepares the student for both parts of the CompTIA A+ IT Technician certification exams.

CompTIA A+ Online Program 

IT CATALOG

NEW EDUCARE INSTITUTE OF HEALTHCARE

PROGRAM DURATION

CompTIA A +

5 to 7 Days


  • Security:  Supporting and securing access to data by properly using authentication, access control and encryption for an organization. Help desk and technical support professionals form one of the first lines of defense for any organization.
  • Networking: Applying core concepts and protocols such as IPv4, IPv6, DHCP, and subnet mask to set up and support wired and wireless networks.
  • Operating Systems: Working with mobile, server and traditional operating systems from Android and iOS to Windows and Linux.

COURSE OUTCOME


  • IT Operations: Utilizing the basics of virtualization, cloud computing, desktop imaging and deployment to support today’s IT infrastructures.
  • Troubleshooting: Following and using decision trees for diagnosing, resolving and documenting common hardware and software issues across a variety of devices.
  • Technical Support: Applying principles of customer service to help resolve IT issues.

PROGRAM CURRICULUM

CompTIA A +

Section 2: 220-902

Section 1: 220-901

Module 1 Peripheral Devices

Module 2 System Components

Module 3 Troubleshooting And Mobile Devices

Module 4 Printer And Network Hardware

Module 5 Networks

Module 1 Supporting Windows 1

Module 2 Supporting Windows 2

Module 3 Supporting Windows 3

Module 4 Supporting Windows Networks

Module 5 LINUX, OS X, and Mobile OS

Module 1
Peripheral Devices
Unit 1.1
Motherboard Components
System Case Types • Disassembling a PC • Motherboard Layout and Sizes • Bus Architecture • Motherboard Components • Expansion Slots

CompTIA Exam Domain Objectives For CompTIA A+
1.2 Explain the importance of motherboard components, their purpose, and properties

  • Sizes (ATX, Micro-ATX, Mini-ITX, ITX) • Expansion slots (PCI, PCI-X, PCIe, Mini PCI) • RAM slots • CPU sockets • Chipsets (Northbridge, Southbridge) • CMOS battery • Power connections and types • Fan connectors • Front / top panel connectors (USB, Audio, Power button, Power light, Drive activity lights, Reset button) • Bus speeds

Unit 1.2
Connection Interfaces
I/O Ports and Cables • USB Ports • Other Port Types • Wireless Ports • Expansion Cards • Input Devices • Installing and Configuring Peripherals

CompTIA Exam Domain Objectives For CompTIA A+
1.4 Install and configure PC expansion cards

  • Sound cards • Video cards • Network cards • USB cards • Firewire cards • Thunderbolt cards • Storage cards • Modem cards • Wireless / cellular cards • TV tuner cards • Video capture cards • Riser cards

1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose

  • Physical connections • USB 1.1 vs. 2.0 vs. 3.0, Connector types: A, B, Mini, Micro • Firewire 400 vs. Firewire 800 • Other connector types (RJ-45, RJ-11) • Wireless connections (Bluetooth, RF, IR, NFC) • Characteristics (Distance limitations, Data transfer speeds, Quality, Frequencies)

1.11 Identify common PC connector types and associated cables

  • Device cables and connectors (USB, Firewire [IEEE1394], PS/2) • Adapters and converters (USB A to USB B, USB to Ethernet, PS/2 to USB)

1.12 Install and configure common peripheral devices

  • Input devices (Mouse, Keyboard, Biometric devices, Game pads, Joysticks, Motion sensor, Touchpads, Smart card readers) • Input & Output devices (Touchscreen, KVM)

Unit 1.3
Display Devices
Display Device Types • Comparing Display Devices • Modern Display Connectors • Other Display Connectors • Video Cards • Touchscreens and Digitizers • Troubleshooting Display Problems

CompTIA Exam Domain Objectives For CompTIA A+
1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose

  • Other connector types (VGA, HDMI, DVI, Thunderbolt) • Characteristics (Analog, Digital, Distance limitations, Data transfer speeds, Quality, DRM)

1.10 Compare and contrast types of display devices and their features

  • Types (LCD [TN vs. IPS, Fluorescent vs. LED backlighting], Plasma, Projector, OLED) • Refresh / frame rates • Resolution • Native resolution • Brightness / lumens • Analog vs. digital • Privacy / antiglare filters • Multiple displays • Aspect ratios (16:9, 16:10, 4:3)

1.11 Identify common PC connector types and associated cables

  • Display connector types (DVI-D, DVI-I, DVI-A, DisplayPort, RCA, HD15 [i.e. DE15 or DB15], BNC, Mini HDMI, Mini-DIN-6) • Display cable types (HDMI, DVI, VGA, Component, Composite, Coaxial) • Adapters and converters (DVI to HDMI, DVI to VGA, Thunderbolt to DVI, HDMI to VGA)

1.12 Install and configure common peripheral devices

  • Input devices (Digitizer) • Output devices (Printers, Display devices) • Input & Output devices (Touchscreen)

4.3 Given a scenario, troubleshoot common video, projector and display issues

  • Common symptoms (VGA mode, No image on screen, Overheat shutdown, Dead pixels, Artifacts, Color patterns incorrect, Dim image, Flickering image, Distorted image, Distorted geometry, Burn-in, Oversized images and icons)

Unit 1.4
Audio and Multimedia Devices
Audio Devices • Imaging Devices • Multimedia Devices


CompTIA Exam Domain Objectives For CompTIA A+
1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose

  • Other connector types (Audio [Analog, Digital {Optical connector}]) • Characteristics (Analog, Digital, Distance limitations, Quality)

1.11 Identify common PC connector types and associated cables

  • Device cables and connectors (Audio)

1.12 Install and configure common peripheral devices

  • Input devices (Scanner, Barcode reader, Digital cameras, Microphone, Webcam, Camcorder) • Output devices (Speakers) • Input & Output devices (Smart TV, Set-Top Box, MIDI enabled devices)

Unit 1.5
Removable Storage Devices
Storage Devices • Storage Adapters and Cables • Installing Storage Devices • Optical Disc Drives • Flash Drives • Tape Drives


CompTIA Exam Domain Objectives For CompTIA A+
1.5 Install and configure storage devices and use appropriate media

  • Optical drives (CD-ROM / CD-RW, DVD-ROM / DVD-RW / DVD-RW DL, Blu-Ray, BD-R, BD-RE) • Solid state / flash drives (Compact Flash, SD, Micro-SD, Mini-SD, xD) • Tape drive • Media capacity (CD, CD-RW, DVD-RW, DVD, Blu-Ray, Tape, DVD DL)

1.7 Compare and contrast various PC connection interfaces, their characteristics and purpose

  • SATA1 vs. SATA2 vs. SATA3, eSATA • Other connector types (Thunderbolt) • Characteristics (Distance limitations, Data transfer speeds)

1.11 Identify common PC connector types and associated cables

  • Device cables and connectors (SATA, eSATA)

Module 2
System Components
Unit 2.1
Mass Storage Devices
Hard Drives • Solid State Drives • Troubleshooting Hard Drives • Installing RAID Arrays • Troubleshooting RAID


Topics for Self-study
Live Labs
Understand Network Protocols - ARP and ICMP


CompTIA Exam Domain Objectives For CompTIA A+
1.5 Install and configure storage devices and use appropriate media

  • Magnetic hard disk drives (5400 rpm, 7200 rpm, 10,000 rpm) • Hot swappable drives • Solid state / flash drives (SSD, Hybrid, eMMC) • RAID types (0, 1, 5, 10)

4.2 Given a scenario, troubleshoot hard drives and RAID arrays with appropriate tools

  • Common symptoms (Read / write failure, Slow performance, Loud clicking noise, Failure to boot, Drive not recognized, OS not found, RAID not found, RAID stops working, Proprietary crash screens [BSoD / pinwheel], S.M.A.R.T. errors) • Tools (Screwdriver, External enclosures, chkdsk, format, File recovery software, bootrec, diskpart, Defragmentation tool)

Unit 2.2
System Memory
Random Access Memory (RAM) Types • RAM Configurations • Installing and Upgrading Memory


CompTIA Exam Domain Objectives For CompTIA A+
1.3 Compare and contrast various RAM types and their features

  • Types (DDR, DDR2, DDR3, SODIMM, DIMM, Parity vs. non-parity, ECC vs. non-ECC, RAM configurations [Single channel vs. dual channel vs. triple channel], Single sided vs. double sided, Buffered vs. unbuffered) • RAM compatibility

Unit 2.3
Processors
Central Processing Unit (CPU) • CPU Architectures • Other CPU Features • CPU Packaging • Cooling Systems • Installing and Upgrading CPUs


CompTIA Exam Domain Objectives For CompTIA A+
1.6 Install various types of CPUs and apply the appropriate cooling methods

  • Socket types (Intel: 775, 1155, 1156, 1366, 1150, 2011; AMD: AM3, AM3+, FM1, FM2, FM2+) • Characteristics (Speeds, Cores, Cache size / type, HyperThreading, Virtualization support, Architecture [32-bit vs. 64-bit], Integrated GPU, Disable execute bit) • Cooling (Heatsink, Fans, Thermal paste, Liquid-based, Fanless / passive)

Unit 2.4
BIOS and UEFI 120 mins
BIOS and UEFI System Firmware • Configuring Component Properties • Configuring Devices and Boot Properties • Configuring BIOS Security • Upgrading Firmware • Diagnostics and Monitoring


CompTIA Exam Domain Objectives For CompTIA A+
1.1 Given a scenario, configure settings and use BIOS / UEFI tools on a PC

  • Firmware upgrades – flash BIOS • BIOS component information (RAM, Hard drive, Optical drive, CPU) • BIOS configurations (Boot sequence, Enabling and disabling devices, Date / time, Clock speeds, Virtualization support, BIOS security [Passwords, Drive encryption: TPM, LoJack, Secure Boot]) • Built-in diagnostics • Monitoring (Temperature monitoring, Fan speeds, Intrusion detection / notification, Voltage, Clock, Bus speed)

Unit 2.5
Power Supplies
Electrical Circuits • Power Supply Unit (PSU) • Connector Types and Voltages • Installing a Power Supply Unit


CompTIA Exam Domain Objectives For CompTIA A+
1.8 Install a power supply based on given specifications

  • Connector types and their voltages (SATA, Molex, 4/8-pin 12v, PCIe 6/8-pin, 20-pin, 24-pin) • Specifications (Wattage, Dual rail, Size, Number of connectors, ATX, Micro-ATX, Dual voltage options)

Unit 2.6
Custom Configuration
Configuring Computers for Business • Configuring Computers for Home Use


CompTIA Exam Domain Objectives For CompTIA A+
1.9 Given a scenario, select the appropriate components for a custom PC configuration, to meet customer specifications or needs

  • Graphic / CAD / CAM design workstation (Multicore processor, High-end video, Maximum RAM) • Audio/Video editing workstation (Specialized audio and video card, Large fast hard drive, Dual monitors) • Virtualization workstation (Maximum RAM and CPU cores) • Gaming PC (Multicore processor, High-end video / specialized GPU, High definition sound card, High-end cooling) • Home Theater PC (Surround sound audio, HDMI output, HTPC compact form factor, TV tuner) • Standard thick client (Desktop applications, Meets recommended requirements for selected OS) • Thin client (Basic applications, Meets minimum requirements for selected OS, Network connectivity) • Home Server PC (Media streaming, File sharing, Print sharing, Gigabit NIC, RAID array)

Module 3
Troubleshooting and Mobile Devices
Unit 3.1
Troubleshooting System Components
Troubleshooting Basic Hardware Problems • Troubleshooting Power Problems • Troubleshooting POST • Troubleshooting Motherboard Components


CompTIA Exam Domain Objectives For CompTIA A+
4.1 Given a scenario, troubleshoot common problems related to motherboards, RAM, CPU and power with appropriate tools

  • Common symptoms (Unexpected shutdowns, System lockups, POST code beeps, Blank screen on bootup, BIOS time and settings resets, Attempts to boot to incorrect device, Continuous reboots, No power, Overheating, Loud noise, Intermittent device failure, Fans spin – no power to other devices, Indicator lights, Smoke, Burning smell, Proprietary crash screens [BSoD / pinwheel], Distended capacitors) • Tools (Multimeter, Power supply tester, Loopback plugs, POST card / USB)

Unit 3.2
Laptops
Laptop Types • Laptop Features • Laptop Expansion Options • Laptop Power Supplies


CompTIA Exam Domain Objectives For CompTIA A+
3.1 Install and configure laptop hardware and components

  • Expansion options • Express card /34 • Express card /54 • SODIMM • Flash • Ports / Adapters (Thunderbolt, DisplayPort, USB to RJ-45 dongle, USB to Wi-Fi dongle, USB to Bluetooth, USB Optical Drive)

3.2 Explain the function of components within the display of a laptop

  • Types (LCD [TN vs. IPS, Fluorescent vs. LED backlighting], OLED) • Wi-Fi antenna connector / placement • Webcam • Microphone • Inverter • Digitizer

3.3 Given a scenario, use appropriate laptop features

  • Special function keys (Dual displays, Wireless [on / off], Cellular [on / off], Volume settings, Screen brightness, Bluetooth [on / off], Keyboard backlight, Touchpad [on / off], Screen orientation, Media options [fast forward / rewind], GPS [on / off], Airplane mode) • Docking station • Physical laptop lock and cable lock • Rotating / removable screens

Unit 3.3
Mobile Devices
Mobile Device Types • Mobile Accessories and Ports


CompTIA Exam Domain Objectives For CompTIA A+
3.4 Explain the characteristics of various types of other mobile devices

  • Tablets • Smartphones • Wearable technology devices (Smart watches, Fitness monitors, Glasses and headsets) • Phablets • e-Readers • Smart camera • GPS

3.5 Compare and contrast accessories & ports of other mobile devices

  • Connection types (NFC, Proprietary vendor specific ports [communication / power], Micro-B USB / Mini-B USB, Lightning, Bluetooth, IR, Hotspot / tethering) • Accessories (Headsets, Speakers, Game pads, Docking stations, Extra battery packs / battery chargers, Protective covers / waterproofing, Credit card readers, Memory / MicroSD)

Unit 3.4
Troubleshooting Mobile Devices
Laptop and Mobile Disassembly • Upgrading Laptop FRUs • Upgrading Laptop System Components • Troubleshooting Mobile Displays • Troubleshooting Mobile Connectivity Issues • Troubleshooting Laptop Power • Troubleshooting Other Mobile Issues


CompTIA Exam Domain Objectives For CompTIA A+
3.1 Install and configure laptop hardware and components

  • Hardware / device replacement (Keyboard, Hard Drive [SSD vs. Hybrid vs. Magnetic disk. 1.8in vs. 2.5in], Memory, Smart card reader, Optical drive, Wireless card, Mini PCIe, Screen, DC jack, Battery, Touchpad, Plastics / frames, Speaker, System board, CPU)

4.5 Given a scenario, troubleshoot and repair common mobile device issues while adhering to the appropriate procedures

  • Common symptoms (No display, Dim display, Flickering display, Sticking keys, Intermittent wireless, Battery not charging, Ghost cursor / pointer drift, No power, Num lock indicator lights, No wireless connectivity, No Bluetooth connectivity, Cannot display to external monitor, Touchscreen non-responsive, Apps not loading, Slow performance, Unable to decrypt email, Extremely short battery life, Overheating, Frozen system, No sound from speakers, GPS not functioning, Swollen battery) • Disassembling processes for proper re-assembly (Document and label cable and screw locations, Organize parts, Refer to manufacturer resources, Use appropriate hand tools)

Module 4
Printer and Network Hardware
Unit 4.1
Printers
Printer Types • Laser Printers • Inkjet Printers • Impact Printers • Thermal Transfer Printers


CompTIA Exam Domain Objectives For CompTIA A+
1.14 Compare and contrast differences between the various print technologies and the associated imaging process

  • Laser (Imaging drum, fuser assembly, transfer belt, transfer roller, pickup rollers, separation pads, duplexing assembly, Imaging process [processing, charging, exposing, developing, transferring, fusing and cleaning]) • Inkjet (Ink cartridge, print head, roller, feeder, duplexing assembly, carriage and belt, Calibration) • Thermal (Feed assembly, heating element, Special thermal paper) • Impact (Print head, ribbon, tractor feed, Impact paper) • Virtual (Print to file, Print to PDF, Print to XPS, Print to image)

Unit 4.2
Configuring Printers
Installing Printers • Configuring Printers • Sharing and Networking Printers


CompTIA Exam Domain Objectives For CompTIA A+
1.13 Install SOHO multifunction device / printers and configure appropriate settings

  • Use appropriate drivers for a given operating system (Configuration settings, Duplex, Collate, Orientation, Quality) • Wired device sharing (USB, Serial, Ethernet) • Wireless device sharing (Bluetooth, 802.11 a/b/g/n/ac, Infrastructure vs. ad hoc) • Integrated print server [hardware] • Cloud printing / remote printing • Public / shared devices (Sharing local / networked device via Operating System settings, TCP / Bonjour / AirPrint, Data privacy, User authentication on the device, Hard drive caching)

Unit 4.3
Troubleshooting Printers
Routine Printer Maintenance • Maintaining Laser Printers • Maintaining Other Printer Types • Troubleshooting Print Errors • Troubleshooting Print Defects


CompTIA Exam Domain Objectives For CompTIA A+

1.15 Given a scenario, perform appropriate printer maintenance

  • Laser (Replacing toner, applying maintenance kit, calibration, cleaning) • Thermal (Replace paper, clean heating element, remove debris) • Impact (Replace ribbon, replace print head, replace paper) • Inkjet (Clean heads, replace cartridges, calibration, clear jams)

4.6 Given a scenario, troubleshoot printers with appropriate tools

  • Common symptoms (Streaks, Faded prints, Ghost images, Toner not fused to the paper, Creased paper, Paper not feeding, Paper jam, No connectivity, Garbled characters on paper, Vertical lines on page, Backed up print queue, Low memory errors, Access denied, Printer will not print, Color prints in wrong print color, Unable to install printer, Error codes, Printing blank pages, No image on printer display) • Tools (Maintenance kit, Toner vacuum, Compressed air, Printer spooler)

Unit 4.4
Network Architectures
Basic Network Concepts • Network Topologiess • The OSI Model • Types of Network


CompTIA Exam Domain Objectives For CompTIA A+
2.7 Compare and contrast Internet connection types, network types, and their features

  • Network Types (LAN, WAN, PAN, MAN)

Unit 4.5 

Ethernet Networks
OSI Model Physical Layer • Twisted Pair Cabling and Connectors • Installing and Testing Network Cables • Fiber Optic Cabling and Connectors • Coaxial Cabling and Connectors • OSI Model Data Link Layer • Network Cards • Hubs, Bridges, and Switches • Troubleshooting Wired Links • Ethernet over Power


CompTIA Exam Domain Objectives For CompTIA A+

2.1 Identify the various types of network cables and connectors

  • Fiber (Connectors: SC, ST and LC) • Twisted Pair (Connectors: RJ-11, RJ-45, Wiring standards: T568A, T568B) • Coaxial (Connectors: BNC, F-connector)

2.2 Compare and contrast the characteristics of connectors and cabling

  • Fiber (Types [Single-mode vs. Multi-mode], Speed and transmission limitations) • Twisted pair (Types: STP, UTP, CAT3, CAT5, CAT5e, CAT6, CAT6e, CAT7, plenum, PVC, Speed and transmission limitations, Splitters and effects on signal quality) • Coaxial (Types: RG-6, RG-59, Speed and transmission limitations, Splitters and effects on signal quality)

2.8 Compare and contrast network architecture devices, their functions, and features

  • Hub • Switch • Bridge • Patch panel • Repeaters / extenders • Ethernet over Power • Power over Ethernet injector

2.9 Given a scenario, use appropriate networking tools

  • Crimper • Cable stripper • Multimeter • Tone generator & probe • Cable tester • Loopback plug • Punch-down tool • Wi-Fi analyzer

4.4 Given a scenario, troubleshoot wired and wireless networks with appropriate tools

  • Common symptoms (No connectivity, Intermittent connectivity, Slow transfer speeds) • Hardware tools (Cable tester, Loopback plug, Punch-down tools, Tone generator and probe, Wire strippers, Crimper)

Module 5
Networks
Unit 5.1
Wireless Networks
Wireless Network Devices • Wi-Fi Standards • Wireless Network Security • Configuring a SOHO Access Point • Troubleshooting Wireless Links


CompTIA Exam Domain Objectives For CompTIA A+

2.5 Compare and contrast various Wi-FI networking standards and encryption types

  • Standards (802.11 a/b/g/n/ac, Speeds, distances and frequencies) • Encryption types (WEP, WPA, WPA2, TKIP, AES)

2.6 Given a scenario, install and configure SOHO wireless / wired router and apply appropriate settings

  • Channels • DHCP [on / off] • Firmware

2.8 Compare and contrast network architecture devices, their functions, and features

  • Access point

2.9 Given a scenario, use appropriate networking tools

  • Wi-Fi analyzer

4.4 Given a scenario, troubleshoot wired and wireless networks with appropriate tools

  • Common symptoms (No connectivity, Slow transfer speeds, Low RF signal, SSID not found) • Hardware tools (Wireless locator)

Unit 5.2
Internet Connections
Internet Connection Types • Legacy Internet Access Methods • Broadband Internet Access Methods • Wireless Internet Access Methods


CompTIA Exam Domain Objectives For CompTIA A+

2.7 Compare and contrast Internet connection types, network types, and their features

  • Internet Connection Types (Cable, DSL, Dial-up, Fiber, Satellite, ISDN, Cellular [Tethering, Mobile hotspot], Line of sight wireless Internet service)

2.8 Compare and contrast network architecture devices, their functions, and features

  • Modem

Unit 5.3
Internet Protocol
OSI Model Network Layer • The TCP/IP Suite • Internet Protocol and IP Addressing • Subnet Masks • Classless Addressing • Configuring IP • Troubleshooting IP • IP Version 6


CompTIA Exam Domain Objectives For CompTIA A+
2.3 Explain the properties and characteristics of TCP/IP

  • IPv4 vs. IPv6 • Public vs. private vs. APIPA / link local • Static vs. dynamic • Client-side DNS settings • Client-side DHCP • Subnet mask vs. CIDR • Gateway

2.4 Explain common TCP and UDP ports, protocols, and their purpose

  • Protocols (DHCP)

4.4 Given a scenario, troubleshoot wired and wireless networks with appropriate tools

  • Common symptoms (APIPA / link local address, Limited connectivity, Local connectivity, IP conflict) • Command line tools (ping, ipconfig / ifconfig)

Unit 5.4
Routers and Firewalls
IP Routing Basics • TCP and UDP Ports • Configuring a SOHO Router Firewall


CompTIA Exam Domain Objectives For CompTIA A+

2.4 Explain common TCP and UDP ports, protocols, and their purpose

  • TCP vs. UDP

2.6 Given a scenario, install and configure SOHO wireless/wired router and apply appropriate settings

  • Port forwarding • Port triggering • DMZ • NAT / DNAT • Basic QoS • UPnP

2.8 Compare and contrast network architecture devices, their functions, and features

  • Router • Firewall

4.4 Given a scenario, troubleshoot wired and wireless networks with appropriate tools

  • Command line tools (tracert, netstat)

Unit 5.5
Network Services
Domain Name System (DNS) • Internet Application Services • File and Printer Sharing Services • Remote Terminals and Network Management


CompTIA Exam Domain Objectives For CompTIA A+
2.4 Explain common TCP and UDP ports, protocols, and their purpose

  • Ports (21 – FTP, 22 – SSH, 23 – TELNET, 25 – SMTP, 53 – DNS, 80 – HTTP, 110 – POP3, 143 – IMAP, 443 – HTTPS, 3389 – RDP, 137-139, 445 - SMB, 548 or 427 - AFP) • Protocols (DNS, LDAP, SNMP, SMB, CIFS, SSH, AFP)

4.4 Given a scenario, troubleshoot wired and wireless networks with appropriate tools

  • Command line tools (nbtstat, net, netdom, nslookup)





COMPTIA A+

COURSE OUTLINE

SECTION 1: 220-901

SECTION 2: 220-902

SECTION 1: 220-901

SECTION 2: 220-902

Module 1
Supporting Windows 1
Unit 1.1
Windows Operating System
What is an Operating System? • Microsoft Windows 7 • Microsoft Windows 8 • Microsoft Windows Vista • Windows System Requirements • Windows Upgrade Paths


CompTIA Exam Domain Objectives for CompTIA A+
1.1 Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1)

  • Features (32-bit vs. 64-bit, Aero, Gadgets, Sidebar, Side by side apps, Metro UI, Pinning, Start Screen) • Upgrade paths (Differences between in place upgrades, Compatibility tools, Windows Upgrade OS Advisor)

1.4 Given a scenario, use appropriate Microsoft operating system features and tools

  • Other (Windows Upgrade Advisor)

Unit 1.2
Administration Tools
Control Panel and System Properties • User Account Control • Administrative Tools • Command Prompt and Text Editors • File Explorer • Shut Down • Windows Registry


CompTIA Exam Domain Objectives for CompTIA A+
1.1 Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1)

  • Features (User Account Control, Administrative Tools, File structure and paths, Category view vs. classic view, Charms, PowerShell)

1.3 Given a scenario, apply appropriate Microsoft command-line tools

  • shutdown • exit • help • [command name] /? • Commands available with standard privileges vs. administrative privileges

1.4 Given a scenario, use appropriate Microsoft operating system features and tools

  • Administrative (Computer Management) • System utilities (regedit, command, mmc, Notepad, Explorer)

3.3 Compare and contrast differences of basic Windows OS security settings

  • System files and folders • Run as administrator vs. standard user

Unit 1.3
Managing Storage

Disk Partitions • File Systems • Disk Management Tool • Adding Arrays (Dynamic Storage) • Drive Status • Command Line Disk Management • Mount Points and Disk Images


CompTIA Exam Domain Objectives for CompTIA A+
1.2 Given a scenario, install Windows PC operating systems using appropriate methods

  • Partitioning (Dynamic, Basic, Primary, Extended, Logical, GPT) • File system types / formatting (exFAT, FAT32, NTFS, CDFS, Quick format vs. full format)

1.3 Given a scenario, apply appropriate Microsoft command-line tools

  • format • diskpart

1.4 Given a scenario, use appropriate Microsoft operating system features and tools

  • Disk management (Drive status, Mounting, Initializing, Extending partitions, Splitting partitions, Shrink partitions, Assigning / changing drive letters, Adding drives, Adding arrays, Storage spaces)

Unit 1.4
Managing Files

File Explorer • OneDrive • Navigating Directories using a Command Prompt • File Management using a Command Prompt


CompTIA Exam Domain Objectives for CompTIA A+
1.1 Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1)

  • Features (OneDrive)

1.3 Given a scenario, apply appropriate Microsoft command-line tools

  • md • rd • cd • del • copy • xcopy • robocopy • dir • expand

1.5 Given a scenario, use Windows Control Panel utilities

  • Folder Options (View hidden files, Hide extensions, General options, View options)

Unit 1.5

Managing Applications
Managing Software • Managing Services • msconfig • Task Manager • Windows 8 Task Manager

CompTIA Exam Domain Objectives for CompTIA A+
1.1 Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1)

  • Features (Compatibility Mode, Virtual XP Mode, Windows Store)

1.3 Given a scenario, apply appropriate Microsoft command-line tools

  • taskkill • tasklist

1.4 Given a scenario, use appropriate Microsoft operating system features and tools

  • Administrative (Services, System Configuration, Component Services, Data Sources) • msconfig (General, Boot, Services, Startup, Tools) • Task Manager (Applications, Processes, Performance, Networking, Users) • System utilities (services.msc)

1.5 Given a scenario, use Windows Control Panel utilities

  • Programs and Features

Module 2
Supporting Windows 2
Unit 2.1
Managing Devices

Configuring Hardware • Device Manager • Display and Sound Settings • Power Options


Topics for Self-study

Live Labs

  • Understand Network Protocols - ARP and ICMP

CompTIA Exam Domain Objectives for CompTIA A+
1.1 Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1)

  • Features (Multi-monitor taskbars)

1.4 Given a scenario, use appropriate Microsoft operating system features and tools

  • Administrative (Device Manager, Print Management, Windows memory diagnostics) • System utilities (dxdiag)

1.5 Given a scenario, use Windows Control Panel utilities

  • Display / Display Settings (Resolution, Color depth, Refresh rate) • Power Options (Hibernate, Power plans, Sleep / suspend, Standby) • Devices and Printers • Sound • Device Manager

Unit 2.2

Managing Performance
Viewing System Information • Performance Monitor • Advanced System Properties


CompTIA Exam Domain Objectives for CompTIA A+
1.1 Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1)

  • Features (ReadyBoost)

1.4 Given a scenario, use appropriate Microsoft operating system features and tools

  • Administrative (Performance Monitor) • System utilities (msinfo32)

1.5 Given a scenario, use Windows Control Panel utilities

  • System (Performance [virtual memory])

Unit 2.3

Troubleshooting Windows
Troubleshooting Models • Troubleshooting Procedures • Event Viewer • Windows Error Reporting • Windows Troubleshooting Tools • Troubleshooting Windows Errors • Troubleshooting Application Errors


CompTIA Exam Domain Objectives for CompTIA A+
1.1 Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1)

  • Features (Event Viewer)

1.5 Given a scenario, use Windows Control Panel utilities

  • Troubleshooting

4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools

  • Common symptoms (Device fails to start / detected, Missing DLL message, Service fails to start, Compatibility error, Slow system performance, File fails to open, Multiple monitor misalignment / orientation) • Tools (Logs, msconfig, defrag, regsvr32, regedit, Event Viewer, Uninstall / reinstall / repair)

5.5 Given a scenario, explain the troubleshooting theory

  • Always consider corporate policies, procedures and impacts before implementing changes • 1. Identify the problem (Question the user and identify user changes to computer and perform backups before making changes) • 2. Establish a theory of probable cause [question the obvious] (If necessary, conduct external or internal research based on symptoms) • 3. Test the theory to determine cause (Once theory is confirmed determine next steps to resolve problem, If theory is not confirmed re-establish new theory or escalate) • 4. Establish a plan of action to resolve the problem and implement the solution • 5. Verify full system functionality and if applicable implement preventive measures • 6. Document findings, actions and outcomes

Unit 2.4
Managing Users
User and Group Accounts • Managing User Accounts


CompTIA Exam Domain Objectives for CompTIA A+
1.1 Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1)

  • Features (Live sign in)

1.4 Given a scenario, use appropriate Microsoft operating system features and tools

  • Administrative (Local Users and Groups)

1.5 Given a scenario, use Windows Control Panel utilities

  • User Accounts

3.3 Compare and contrast differences of basic Windows OS security settings

  • User and groups (Administrator, Power user, Guest, Standard user)

Unit 2.5

Installing Windows
Windows Installation Overview • Installation Boot Methods • Preparing the Hard Disk • Completing an Attended Installation • Options for Deploying Windows


CompTIA Exam Domain Objectives for CompTIA A+
1.2 Given a scenario, install Windows PC operating systems using appropriate methods

  • Boot methods (USB, CD-ROM, DVD, PXE, Solid state / flash drives, External / hot swappable drive, Internal hard drive [partition]) • Type of installations (Unattended installation, Upgrade, Clean install, Repair installation, Multiboot, Remote network installation, Image deployment, Recovery partition, Refresh / restore) • Load alternate third party drivers when necessary • Workgroup vs. Domain setup • Time / date / region / language settings • Driver installation, software and Windows updates • Factory recovery partition • Properly formatted boot drive with the correct partitions / format

Module 3
Supporting Windows 3
Unit 3.1
Troubleshooting Boot Problems
BIOS and UEFI • Troubleshooting Boot Problems • System Restore • Advanced Boot Options Menu • System Repair and Reinstallation


CompTIA Exam Domain Objectives for CompTIA A+
1.1 Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1)

  • Features (System Restore)

1.3 Given a scenario, apply appropriate Microsoft command-line tools

  • bootrec • sfc

1.5 Given a scenario, use Windows Control Panel utilities

  • System (System Protection)

1.7 Perform common preventive maintenance procedures using the appropriate Windows OS tools

  • Tools (System Restore)

4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools

  • Common symptoms (Proprietary crash screens [BSoD], Failure to boot, Improper shut down, Spontaneous shutdown / restart, Boots to Safe Mode, Missing NTLDR, Missing Boot Configuration Data, Missing operating system, Missing graphical interface, Graphical interface fails to load) • Tools (BIOS / UEFI, sfc, System Recovery Options, Repair disks, Pre-installation environments, Safe Mode, Command prompt)

Unit 3.2
Maintenance and Backup
Disk Maintenance Utilities • Task Scheduler • Patch Management • Data Backup • Restoring User Profiles


CompTIA Exam Domain Objectives for CompTIA A+
1.1 Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1)

  • Features (Shadow Copy, Easy Transfer)

1.3 Given a scenario, apply appropriate Microsoft command-line tools

  • chkdsk

1.4 Given a scenario, use appropriate Microsoft operating system features and tools

  • Administrative (Task Scheduler) • Other (User State Migration tool [USMT], Windows Easy Transfer) • System utilities (defrag, System Restore, Windows Update)

1.7 Perform common preventive maintenance procedures using the appropriate Windows OS tools

  • Best practices (Scheduled backups, Scheduled disk maintenance, Windows updates, Patch management, Driver / firmware updates, Anti-virus / Anti-malware updates) • Tools (Backup, Recovery image, Disk maintenance utilities)

Unit 3.3 

Threats and Vulnerabilities
Security Fundamentals • Security Policies • Social Engineering • Network Footprinting and Fingerprinting • Network Attack Strategies • Vulnerabilities and Zero-day Attacks • Password Attacks


CompTIA Exam Domain Objectives for CompTIA A+
3.1 Identify common security threats and vulnerabilities

  • Phishing • Spear phishing • Spoofing • Social engineering • Zero day attack • Zombie / botnet • Brute forcing • Dictionary attacks • Non-compliant systems • Violations of security best practices • Man-in-the-Middle
    3.2 Compare and contrast common prevention methods
    Digital security (Disabling ports) • Principle of least privilege

Unit 3.4
Viruses and Malware
Types of Malware • Anti-Virus Software • Malware Symptoms • Researching Malware • Quarantine and Remediation • Preventing Malware Infections • Security Center and Windows Defendee


CompTIA Exam Domain Objectives for CompTIA A+
1.1 Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1)

  • Features (Defender, Security Center, Action Center)

3.1 Identify common security threats and vulnerabilities

  • Malware (Spyware, Viruses, Worms, Trojans, Rootkits, Ransomware)

4.2 Given a scenario, troubleshoot common PC security issues with appropriate tools and best practices

  • Common symptoms (Pop-ups, Browser redirection, Security alerts, Slow performance, Internet connectivity issues, PC / OS lock up, Application crash, OS updates failures, Rogue anti-virus, Spam, Renamed system files, Files disappearing, File permission changes, Hijacked email [Responses from users regarding email, Automated replies from unknown sent email], Access denied, Invalid certificate [trusted root CA]) • Tools (Anti-virus software, Anti-malware software, Recovery console, Terminal, System Restore / Snapshot, Pre-installation environments, Event Viewer, Refresh / restore, msconfig / Safe boot) • Best practice procedure for malware removal (1. Identify malware symptoms, 2. Quarantine infected system, 3. Disable system restore [in Windows], 4. Remediate infected systems [a. Update antimalware software, b. Scan and removal techniques (Safe Mode, Pre-installation environment)], 5. Schedule scans and run updates, 6. Enable system restore and create restore point [in Windows], 7. Educate end user)

Unit 3.5
Securing Workstations
Digital Security • Authentication • Password and Account Policies • Workstation Security • Physical Security


CompTIA Exam Domain Objectives for CompTIA A+
1.3 Given a scenario, apply appropriate Microsoft command-line tools

  • gpupdate • gpresult

1.4 Given a scenario, use appropriate Microsoft operating system features and tools

  • Administrative (Local Security Policy)

3.1 Identify common security threats and vulnerabilities

  • Shoulder surfing • Tailgating

3.2 Compare and contrast common prevention methods

  • Physical security (Lock doors, Mantrap, Cable locks, Biometrics, ID badges, Key fobs, RFID badge, Smart card, Tokens, Privacy filters, Entry control roster) • Digital security (Anti-virus / Anti-malware, Firewalls, User authentication / strong passwords, Multifactor authentication, Directory permissions, VPN, Access control lists, Smart card, Email filtering, Trusted / untrusted software sources)

3.4 Given a scenario, deploy and enforce security best practices to secure a workstation

  • Password best practices (Setting strong passwords, Password expiration, Changing default user names / passwords, Screensaver required password, BIOS / UEFI passwords, Requiring passwords) • Account management (Restricting user permissions, Login time restrictions, Disabling guest account, Failed attempts lockout, Timeout / screen lock) • Disable autorun • Patch / update management

Unit 3.6
Securing Data
Data Policies • Corporate Security Policy • Data Encryption • Data Disposal Methods • Incident Response Policies


CompTIA Exam Domain Objectives for CompTIA A+
1.1 Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1)

  • Features (BitLocker)

3.2 Compare and contrast common prevention methods
Physical security (Securing physical documents /

  • passwords / shredding) • Digital security (DLP, User education / AUP)

3.3 Compare and contrast differences of basic Windows OS security settings

  • BitLocker • BitLocker-To-Go • EFS

3.4 Given a scenario, deploy and enforce security best practices to secure a workstation

  • Data encryption

3.6 Given a scenario, use appropriate data destruction and disposal methods

  • Physical destruction (Shredder, Drill / Hammer, Electromagnetic [Degaussing], Incineration, Certificate of destruction) • Recycling or repurposing best practices (Low level format vs. standard format, Overwrite, Drive wipe)

5.3 Summarize the process of addressing prohibited content / activity, and explain privacy, licensing, and policy concepts

  • Incident Response (First response [Identify, Report through proper channels, Data / device preservation], Use of documentation / documentation changes, Chain of custody [Tracking of evidence / documenting process]) • Licensing / DRM / EULA (Open source vs. commercial license, Personal license vs. enterprise licenses) • Personally Identifiable Information • Follow corporate end-user policies and security best practices

Module 4
Supporting Windows Networks
Unit 4.1
Configuring Network Connections
Network Card Properties • Establishing Networking Connections • Configuring Internet Protocol (IP) • Establishing Internet Connections • Remote Access Utilities


CompTIA Exam Domain Objectives for CompTIA A+

1.4 Given a scenario, use appropriate Microsoft operating system features and tools

  • System utilities (mstsc)

1.5 Given a scenario, use Windows Control Panel utilities

  • System (Remote Settings)

1.6 Given a scenario, install and configure Windows networking on a client / desktop

  • Establish networking connections (VPN, Dial-up, Wireless, Wired, WWAN [Cellular]) • Remote Desktop Connection • Remote Assistance • Configuring an alternative IP address in Windows (IP addressing, Subnet mask, DNS, Gateway) • Network card properties (Half duplex / full duplex / auto, Speed, Wake-on-LAN, QoS, BIOS [onboard NIC])

Unit 4.2
Securing Network Connections
Configuring the Browser • Network and Host Firewalls • Windows Firewall • Securing SOHO Networks


CompTIA Exam Domain Objectives for CompTIA A+
1.1 Compare and contrast various features and requirements of Microsoft Operating Systems (Windows Vista, Windows 7, Windows 8, Windows 8.1)

  • Features (Windows Firewall)

1.4 Given a scenario, use appropriate Microsoft operating system features and tools

  • Administrative (Windows Firewall, Advanced security)

1.5 Given a scenario, use Windows Control Panel utilities

  • Internet options (Connections, Security, General, Privacy, Programs, Advanced) • Windows Firewall

1.6 Given a scenario, install and configure Windows networking on a client / desktop

  • Proxy settings • Home vs. Work vs. Public network settings • Firewall settings (Exceptions, Configuration, Enabling / disabling Windows Firewall)

3.7 Given a scenario, secure SOHO wireless and wired networks

  • Wireless specific (Changing default SSID, Setting encryption, Disabling SSID broadcast, Antenna and access point placement, Radio power levels, WPS) • Change default user-names and passwords • Enable MAC filtering • Assign static IP addresses • Firewall settings • Port forwarding / mapping • Disabling ports • Content filtering / parental controls • Update firmware • Physical security

Unit 4.3
Configuring Shared Resources

Domains • Workgroups and Homegroups • Configuring File and Folder Sharing • NTFS File and Folder Permissions


CompTIA Exam Domain Objectives for CompTIA A+
1.5 Given a scenario, use Windows Control Panel utilities

  • HomeGroup • Network and Sharing Center

1.6 Given a scenario, install and configure Windows networking on a client / desktop

  • HomeGroup vs. Workgroup • Domain setup • Network shares / administrative shares / mapping drives • Printer sharing vs. network printer mapping

3.3 Compare and contrast differences of basic Windows OS security settings

  • NTFS vs. Share permissions (Allow vs. deny, Moving vs. copying folders and files, File attributes) • Shared files and folders (Administrative shares vs. local shares, Permission propagation, Inheritance) • User authentication (Single sign-on)

Unit 4.4
Virtualization and Services
Virtualization Basics • Purposes of Virtual Machines • Security Requirements • Cloud Computing • Networked Host Services


CompTIA Exam Domain Objectives for CompTIA A+
2.2 Given a scenario, setup and use client-side virtualization
Purpose of virtual machines • Resource requirements •

  • Emulator requirements • Security requirements • Network requirements • Hypervisor

2.3 Identify basic cloud concepts

  • SaaS • IaaS • PaaS • Public vs. Private vs. Hybrid vs. Community •Rapid Elasticity • On-demand • Resource pooling • Measured service

2.4 Summarize the properties and purpose of services provided by networked hosts

  • Server roles (Web server, File server, Print server, DHCP server, DNS server, Proxy server, Mail server, Authentication server) • Internet appliance (UTM, IDS, IPS) • Legacy / embedded systems

Module 5
Linux, OS X, and Mobile OS
Unit 5.1
Linux Operating System
Linux Distros and Shells • Linux Disk and File Management Commands • Securing a Linux File System • Managing Linux User Accounts • Linux Software and Patch Management • Troubleshooting Linux OS


CompTIA Exam Domain Objectives for CompTIA A+

1.2 Given a scenario, install Windows PC operating systems using appropriate methods

  • File system types / formatting (NFS, ext3, ext4)

2.1 Identify common features and functionality of the Mac OS and Linux operating systems

  • Best practices (Scheduled backups, Scheduled disk maintenance, System updates, Patch management, Driver / firmware updates, Anti-virus / Anti-malware updates) • Basic Linux commands (ls, grep, cd, shutdown, pwd vs. passwd, mv, cp, rm, chmod, cd, chown, iwconfig / ifconfig, ps, q, su / sudo, apt-get, vi, dd)

4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools

  • Common symptoms (Missing GRUB / LILO, Kernel panic)

Unit 5.2

OS X 

Apple Macs and OS X • OS X File Management • OS X Users and Passwords • OS X Software Management • OS X Networking • OS X Diagnostic Utilities • OS X Troubleshooting


CompTIA Exam Domain Objectives for CompTIA A+

1.2 Given a scenario, install Windows PC operating systems using appropriate methods

  • Boot methods (Netboot)

2.1 Identify common features and functionality of the Mac OS and Linux operating systems

  • Best practices (Scheduled backups, Scheduled disk maintenance, System updates / App store, Patch management, Driver / firmware updates, Anti-virus / Anti-malware updates) • Tools (Backup / Time Machine, Restore / snapshot, Image recovery, Disk maintenance utilities, Shell / Terminal, Screen sharing, Force Quit) • Features (Multiple desktops / Mission Control, Keychain, Spotlight, iCloud, Gestures, Finder, Remote Disk, Dock, Boot Camp)

4.1 Given a scenario, troubleshoot PC operating system problems with appropriate tools

  • Common symptoms (Proprietary crash screens [pinwheel])

Unit 5.3
Mobile Operating Systems
Android, iOS, and Windows Mobile • Features of Mobile Operating Systems • Cellular Data Networks • Wi-Fi and Bluetooth Networks • Mobile Device Synchronization


CompTIA Exam Domain Objectives for CompTIA A+
2.5 Identify basic features of mobile operating systems

  • Android vs. iOS vs. Windows • Open source vs. closed source / vendor specific • App source [Play, App Store and Windows Store] • Screen orientation [accelerometer / gyroscope] • Screen calibration • GPS and geotracking • Wi-Fi calling • Launcher / GUI • Virtual assistant • SDK / APK • Emergency notification • Mobile payment service

2.6 Install and configure basic mobile device network connectivity and email

  • Wireless / cellular data network [enable / disable] (Hotspot, Tethering, Airplane mode) • Bluetooth (Enable Bluetooth, Enable pairing, Find device for pairing, Enter appropriate pin code, Test connectivity) • Corporate and ISP email configuration (POP3, IMAP, Port and SSL settings, Exchange, S/MIME) • Integrated commercial provider email configuration (Google / Inbox, Yahoo, Outlook.com, iCloud) • PRI updates / PRL updates / Baseband updates • Radio firmware • IMEI vs. IMSI • VPN

2.7 Summarize methods and data related to mobile device synchronization

  • Types of data to synchronize (Contacts, Programs, Email, Pictures, Music, Videos, Calendar, Bookmarks, Documents, Location data, Social media data, eBooks) • Synchronization methods (Synchronize to the Cloud, Synchronize to the Desktop) • Mutual authentication for multiple services [SSO] • Software requirements to install the application on the PC • Connection types to enable synchronization

Unit 5.4
Mobile OS Security and Troubleshooting
Mobile OS Security • Mobile OS Access Control • Mobile OS Policies • Mobile OS Troubleshooting Tools • Troubleshooting Mobile OS Issues • Troubleshooting Mobile Wireless Issues • Troubleshooting Mobile Security Issues


CompTIA Exam Domain Objectives for CompTIA A+

3.5 Compare and contrast various methods for securing mobile devices

  • Screen locks (Fingerprint lock, Face lock, Swipe lock, Passcode lock) • Remote wipes • Locator applications • Remote backup applications • Failed login attempts restrictions • Antivirus / Antimalware • Patching / OS updates • Biometric authentication • Full device encryption • Multifactor authentication • Authenticator applications • Trusted sources vs. untrusted sources • Firewalls • Policies and procedures (BYOD vs. corporate-owned, Profile security requirements)

4.3 Given a scenario, troubleshoot common mobile OS and application issues with appropriate tools

  • Common symptoms (Dim display, Intermittent wireless, No wireless connectivity, No Bluetooth connectivity, Cannot broadcast to external monitor, Touchscreen non-responsive, Apps not loading, Slow performance, Unable to decrypt email, Extremely short battery life, Overheating, Frozen system, No sound from speakers, Inaccurate touchscreen response, System lockout) • Tools (Hard reset, Soft reset, Close running applications, Reset to factory default, Adjust configurations / settings, Uninstall / reinstall apps, Force stop)

4.4 Given a scenario, troubleshoot common mobile OS and application security issues with appropriate tools

  • Common symptoms (Signal drop / weak signal, Power drain, Slow data speeds, Unintended Wi-Fi connection, Unintended Bluetooth pairing, Leaked personal files / data, Data transmission overlimit, Unauthorized account access, Unauthorized root access, Unauthorized location tracking, Unauthorized camera / microphone activation, High resource utilization) • Tools (Anti-malware, App scanner, Factory reset / Clean install, Uninstall / reinstall apps, Wi-Fi analyzer, Force stop, Cell tower analyzer, Backup / restore [iTunes / iCloud / Apple Configurator, Google Sync, OneDrive])

Unit 5.5
Safety and Environmental Procedures
Local Government Regulations • Electrical Safety • Cable Management and Lifting Techniques • Component Handling • Environmental Controls • Power Problems • Disposal and Recycling


CompTIA Exam Domain Objectives for CompTIA A+
5.1 Given a scenario, use appropriate safety procedures

  • Equipment grounding • Proper component handling and storage (Antistatic bags, ESD straps, ESD mats, Self-grounding) • Toxic waste handling (Batteries, Toner, CRT) • Personal safety (Disconnect power before repairing PC, Remove jewelry, Lifting techniques, Weight limitations, Electrical fire safety, Cable management, Safety goggles, Air filter mask) • Compliance with local government regulations

5.2 Given a scenario with potential environmental impacts, apply the appropriate controls

  • MSDS documentation for handling and disposal • Temperature, humidity level awareness and proper ventilation • Power surges, brownouts, blackouts (Battery backup, Surge suppressor) • Protection from airborne particles (Enclosures, Air filters / Mask) • Dust and debris (Compressed air, Vacuums • Compliance to local government regulations)

Unit 5.6

Professionalism and Communication
Customer Service Skills • Communication Skills • Professionalism • Handling Customer Complaints


CompTIA Exam Domain Objectives for CompTIA A+
5.4 Demonstrate proper communication techniques and professionalism

  • Use proper language - avoid jargon, acronyms, slang when applicable • Maintain a positive attitude / Project confidence • Actively listen [taking notes] and avoid interrupting the customer • Be culturally sensitive (Use appropriate professional titles, when applicable) • Be on time [if late contact the customer] • Avoid distractions (Personal calls, Texting / Social media sites, Talking to co-workers while interacting with customers, Personal interruptions) • Dealing with difficult customer or situation (Do not argue with customers and / or be defensive, Avoid dismissing customer problems, Avoid being judgmental, Clarify customer statements [ask open ended questions to narrow the scope of the problem, restate the issue or question to verify understanding], Do not disclose experiences via social media outlets) • Set and meet expectations / timeline and communicate status with the customer (Offer different repair / replacement options if applicable, Provide proper documentation on the services provided, Follow up with customer / user at a later date to verify satisfaction) • Deal appropriately with customers confidential and private materials (Located on a computer, desktop, printer, etc)


Payment Plans Available

Learn Online or Campus