Introduction xxxiv
CHAPTER 1 INTRODUCTION TO PERSONAL COMPUTER HARDWARE 1
Study Guide 2
Personal Computers 2
PC Components 3
Computer Disassembly 21
Labs and Activities 22
1.3.2.1 Lab – Safety 23
Objectives 23
Background / Scenarios 23
Suggested Resources 23
Instructions 23
Reflection Questions 26
1.3.2.3 Lab – Disassemble a Computer 27
Introduction 27
Recommended Tools 27
Instructions 27
CHAPTER 2 PC ASSEMBLY 33
Study Guide 34
Assemble the Computer 34
Labs and Activities 44
Command Reference 44
2.1.2.5 Lab–Install the Power Supply 45
Introduction 45
2.1.3.10 Lab–Install the Motherboard in a Computer 46
Introduction 46
2.1.4.7 Lab–Install the Drives 48
Introduction 48
2.1.5.6 Lab–Install Adapter Cards 49
Introduction 49
2.1.7.4 Lab–Install Internal Cables 51
Introduction 51
2.1.7.8 Lab–Install Front Panel Cables 53
Introduction 53
2.1.7.11 Lab–Complete the Computer Assembly 54
Introduction 54
CHAPTER 3 ADVANCED COMPUTER HARDWARE 55
Study Guide 56
Boot the Computer 56
Electrical Power 58
Advanced Computer Functionality 59
Computer Configuration 71
Protecting the Environment 72
Labs and Activities 74
Command Reference 74
3.1.1.6 Lab–Investigate BIOS or UEFI Settings 75
Introduction 75
3.1.2.5 Lab–Search for BIOS or UEFI Firmware Updates 78
Introduction 78
3.1.2.6 Lab–Install Windows 80
3.1.2.7 Lab–Install Third-Party Software in Windows 83
Introduction 83
3.2.1.3 Lab–Ohm's Law 85
3.4.1.7 Lab–Research a Hardware Upgrade 86
Introduction 86
CHAPTER 4 PREVENTIVE MAINTENANCE AND TROUBLESHOOTING 89
Study Guide 90
Preventive Maintenance 90
Troubleshooting Process 91
Labs and Activities 96
Command Reference 96
4.2.3.5 Lab–Use a Multimeter and a Power Supply Tester 97
4.2.3.6 Lab–Troubleshoot Hardware Problems 101
CHAPTER 5 NETWORKING CONCEPTS 105
Study Guide 106
Network Components and Types 106
Networking Protocols, Standards, and Services 109
Network Devices 114
Network Cables 116
Labs and Activities 122
Command Reference 122
5.4.2.8 Lab–Build and Test a Network Cable 123
CHAPTER 6 APPLIED NETWORKING 129
Study Guide 130
Device-to-Network Connections 130
Network Troubleshooting 134
Labs and Activities 138
Command Reference 138
6.1.2.1 Packet Tracer–Add Computers to an Existing Network 139
6.1.2.7 Lab–Configure a NIC to Use DHCP in Windows 141
6.1.3.9 Packet Tracer–Connect to a Wireless Network 146
6.1.3.10 Lab–Configure a Wireless Network 151
6.1.4.7 Packet Tracer–Configure Firewall Settings 156
6.1.4.8 Lab–Configure Firewall Settings 159
6.1.5.3 Packet Tracer–Configure IoT Devices 163
6.2.2.5 Lab–Troubleshoot Network Problems 165
CHAPTER 7 LAPTOPS AND OTHER MOBILE DEVICES 167
Study Guide 168
Characteristics of Laptops and Other Mobile Devices 168
Laptop Configuration 170
Laptop Hardware and Component Installation and Configuration 171
Other Mobile Device Hardware Overview 172
Network Connectivity and Email 174
Preventive Maintenance and Troubleshooting Laptops and
Other Mobile Devices 176
Basic Troubleshooting Process for Laptops and Other Mobile Devices 177
Labs and Activities 180
Command Reference 180
7.1.1.10 Lab–Mobile Device Information 181
7.1.2.7 Lab–Research Docking Stations and Port Replicators 182
7.3.1.6 Lab–Research Laptop RAM 185
7.3.2.4 Lab–Research Laptop Screens 186
7.3.2.7 Lab–Research Laptop Batteries 187
7.3.2.10 Lab–Research Laptop Drives 189
7.5.1.2 Lab–Mobile Wi-Fi 190
7.7.2.4 Lab–Research Laptop Problems 192
7.7.2.5 Lab–Gather Information from the Customer 193
7.7.2.6 Investigate Support Websites and Repair Companies 194
CHAPTER 8 PRINTERS 197
Study Guide 198
Common Printer Features 198
Printer Type Comparison 199
Installing and Configuring Printers 205
Sharing Printers 207
Maintaining and Troubleshooting Printers 208
Labs and Activities 211
Command Reference 211
8.3.1.2 Lab–Install a Printer in Windows 212
8.4.1.3 Lab–Share a Printer in Windows 214
8.5.2.3 Lab–Perform Preventive Maintenance on an Inkjet Printer 216
8.5.3.2 Lab–Perform Preventive Maintenance on a Laser Printer 218
CHAPTER 9 VIRTUALIZATION AND CLOUD COMPUTING 221
Study Guide 222
Virtualization 222
Cloud Computing 224
Labs and Activities 228
Command Reference 228
9.1.2.5 Lab–Install Linux in a Virtual Machine and Explore the GUI 229
CHAPTER 10 WINDOWS INSTALLATION 233
Study Guide 234
Modern Operating Systems 234
Disk Management 238
Install Windows 240
Labs and Activities 243
Command Reference 243
10.1.3.4 Lab–Operating System Upgrades 244
Introduction 244
Recommended Equipment 244
Instructions 244
10.2.1.8 Lab–Create a Partition in Windows 254
Introduction 254
Recommended Equipment 254
Instructions 254
Reflection Question 257
10.3.1.1 Lab–Windows Installation 258
10.3.1.4 Lab–Finalize Windows Installation 261
Objectives 261
Background / Scenario 261
Required Resources 261
Instructions 261
Reflection Question 262
10.3.3.4 Lab–Boot Methods 263
Objectives 263
Background / Scenario 263
Required Resources 263
Instructions 263
CHAPTER 11 WINDOWS CONFIGURATION 269
Study Guide 270
Windows Desktop and File Explorer 270
Configure Windows with Control Panels 274
System Administration 286
Command-Line Tools 293
Windows Networking 296
Common Preventive Maintenance Techniques for Operating Systems 302
Basic Troubleshooting Process for Windows Operating Systems 303
Labs and Activities 307
Command Reference 307
11.1.2.5 Lab–Configure the Windows Desktop 309
11.1.3.4 Lab–Work with Task Manager 311
11.1.4.11 Lab–Working with File Explorer 315
11.2.1.5 Lab–Explore Control Panel Categories 319
11.2.2.3 Lab–User Accounts 322
11.2.2.4 Lab–Permissions 324
Objectives 324
Recommended Equipment 324
Instructions 324
11.2.3.5 Lab–Configure Browser Settings 328
Introduction 328
Recommended Equipment 328
Instructions 328
Reflection Question 330
11.2.5.8 Lab–Manage Virtual Memory 331
Introduction 331
Recommended Equipment 331
Instructions 331
Reflection Question 333
11.2.6.2 Lab–Use Device Manager 334
11.2.7.4 Lab–Region and Language Options 336
11.2.9.4 Lab–Privacy and Gaming 339
Objectives 339
Background / Scenario 339
Required Resources 339
Instructions 339
11.3.1.11 Lab–Monitor and Manage System Resources 343
11.3.2.7 Lab–System Utilities 348
11.3.2.8 Lab–Manage System Files 352
11.3.3.8 Lab–Hard Drive Maintenance 355
11.3.4.9 Lab–Install Third-Party Software 357
11.4.1.5 Lab–Work in the Windows Command Shell 359
11.4.2.7 Lab–File System Commands 362
11.4.3.2 Lab–Disk CLI Commands 369
11.4.4.2 Lab–Task and System CLI Commands 376
11.4.5.3 Lab–Other Useful Commands 380
11.5.1.6 Lab–Network Drive Mapping 384
11.5.2.4 Lab–Share Resources 386
11.5.4.2 Lab–Connect and Test the Wireless Connection 389
11.5.5.3 Packet Tracer–Using Telnet and SSH 393
11.5.6.2 Lab–Windows Remote Desktop and Assistance 395
11.6.1.2 Lab–Manage the Startup Folder 399
11.6.1.5 Lab–Schedule a Task Using the GUI and the Command Line 402
11.6.2.4 Lab–System Restore and Hard Drive Backup 405
11.7.3.2 Lab–Troubleshoot Operating System Problems 410
CHAPTER 12 MOBILE, LINUX, AND MACOS OPERATING SYSTEMS 413
Study Guide 414
Mobile Operating Systems 414
Methods for Securing Mobile Devices 416
Linux and macOS Operating Systems 417
Labs and Activities 423
Command Reference 423
12.1.2.2 Lab–Working with Android 424
12.1.3.2 Lab–Working with iOS 436
Introduction 436
12.1.4.4 Lab–Mobile Device Features 443
12.2.1.2 Lab–Passcode Locks 447
12.4.2.4 Lab–Troubleshoot Mobile Devices 456
CHAPTER 13 SECURITY 459
Study Guide 460
Security Threats 460
Security Procedures 466
Securing Windows Workstations 468
Wireless Security 472
Basic Troubleshooting Process for Security 474
Labs and Activities 476
Command Reference 476
13.1.2.6 Lab–Operating System Security 477
Objectives 477
Recommended Equipment 477
Instructions 477
13.2.3.7 Lab–BitLocker and BitLocker To Go 480
13.3.1.6 Lab–Operating System Login 483
Objectives 483
Recommended Equipment 483
Instructions 483
13.3.2.5 Lab–Configure Windows Local Security Policy 486
13.3.3.6 Lab–Configure Users and Groups in Windows 490
13.3.4.6 Lab–Configure Windows Firewall 497
13.4.1.10 Packet Tracer–Configure Wireless Security 500
13.5.2.2 Lab–Document Customer Information in a Work Order 502
CHAPTER 14 THE IT PROFESSIONAL 505
Study Guide 506
Communication Skills and the IT Professional 506
Operational Procedures 510
Ethical and Legal Considerations 511
Call Center Technicians 514
Labs and Activities 518
Command Reference 518
14.3.1.5 Lab–Investigate Breaches of PII, PHI, PCI 519
14.4.1.4 Lab–Remote Technician–Repair Boot Problem 521
Student Technician Sheet 521
Work Order 521
14.4.1.5 Lab–Remote Technician–Fix an Operating System Problem 524
Student Technician Sheet 524
14.4.1.6 Lab–Remote Technician–Fix a Network Problem 527
Student Technician Sheet 527
14.4.1.7 Lab–Remote Technician–Fix a Security Problem 530
Student Technician Sheet 530
14.4.2.7 Lab–Write Basic Scripts in Windows and Linux 533
