CompTIA A+ Curso de formação certificada em Nova Iorque

• FDD
• HDD
• Solid state vs. magnetic
• ptical drives
• CD / DVD / RW / Blu-Ray
• Removable storage
• Tape drive
• Solid state (e.g. thumb drive, flash, SD cards, USB)
• External CD-RW and hard drive
• Hot swappable devices and non-hot swappable devices

• I/O interfaces
• Sound
• Video
• USB 1.1 and 2.0
• Serial
• IEEE 1394 / Firewire
• Parallel
• NIC
• Modem
• PS/2
• Memory slots
  - RIMM
  - DIMM
  - SODIMM
  - SIMM
• Processor sockets
• Bus architecture
• Bus slots
  - PCI
  - AGP
  - PCIe
  - AMR
  - CNR
  - PCMCIA
• PATA
  - IDE
  - EIDE
• SATA, eSATA
• Contrast RAID (levels 0, 1, 5)
• Chipsets
• BIOS / CMOS / Firmware

• Mouse
• Keyboard
• Bar code reader
• Multimedia (e.g. web and digital cameras, MIDI, microphones)
• Biometric devices
• Touch screen
• KVM switch

• Physical inspection
• Updates
  - Driver
  - Firmware
  - OS
  - Security
• Scheduling preventative maintenance
  - Defrag
  - Scandisk
  - Check disk
  - Startup programs
• Use of appropriate repair tools and cleaning materials
  - Compressed air
  - Lint free cloth
  - Computer vacuum and compressors
• Power devices
  - Appropriate source such as power strip, surge protector or UPS
• Ensuring proper environment
• Backup procedures

Explain the process and steps to install and configure the Windows OS

• File systems
  - FAT32 vs. NTFS
• Directory structures
  - Create folders
  - Navigate directory structures
• Files
  - Creation
  - Extensions
  - Attributes
  - Permissions
• Verification of hardware compatibility and minimum requirements
• Installation methods
  - Boot media such as CD, floppy or USB
  - Network installation
  - Install from image
  - Recovery CD
  - Factory recovery partition
• Operating system installation options
  - File system type
  - Network configuration
  - Repair install
• Disk preparation order
  - Format drive
  - Partition
  - Start installation
• Device Manager
  - verification

• Use proper language – avoid jargon, acronyms, slang
• Maintain a positive attitude
• Listen and do not interrupt a customer
• Be culturally sensitive
• Be on time
  - If late contact the customer
• Avoid distractions
  - Personal calls
  - Talking to co-workers while interacting with customers
  - Personal interruptions
• Dealing with a difficult customer or situation
  - Avoid arguing with customers and/or being defensive
  - Do not minimize customers’ 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
• 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 materials
  - Located on computer, desktop, printer, etc.

• Storage devices
  - SATA
  - PATA
  - FDD
  - Optical drives
  - CD / DVD / RW / Blu-Ray
• Motherboards
  - Jumper settings
  - CMOS battery
  - Advanced BIOS settings
  - Bus speeds
  - Chipsets
  - Firmware updates
  - Socket types
  - Expansion slots
  - Memory slots
  - Front panel connectors
  - I/O ports
  - Sound, video, USB 1.1, USB 2.0, serial, IEEE 1394 / Firewire, parallel, NIC, modem, PS/2)
• Power supplies
  - Wattages and capacity
  - Connector types and quantity
  - Output voltage

• MSCONFIG
• DIR
• CHKDSK (/f /r)
• EDIT
• COPY (/a /v /y)
• XCOPY
• FORMAT
• IPCONFIG (/all /release /renew)
• PING (-t –l)
• MD / CD / RD
• NET
• TRACERT
• NSLOOKUP
• [command name] /?
• SFC

• TCP/IP settings
  - Gateway
  - Subnet mask
  - DNS
  - DHCP (dynamic v/s static)
  - NAT (private and public)
• Characteristics of TCP/IP
  - Loopback addresses
  - Automatic IP addressing
• Mail protocol settings
  - SMTP
  - IMAP
  - POP
• FTP settings
  - Ports
  - IP addresses
  - Exceptions
  - Programs
• Proxy settings
  - Ports
  - IP addresses
  - Exceptions
  - Programs
• Tools (use and interpret results)
  - Ping
  - Tracert
  - Nslookup
  - Netstat
  - Net use
  - Net /?
  - Ipconfig
  - telnet
  - SSH
• Secure connection protocols
  - SSH
  - HTTPS
• Firewall settings
  - Open and closed ports
  - Program filters

• Connection types
  - Dial-up
  - Broadband
  - DSL
  - Cable
  - Satellite
  - ISDN
  - Wireless
  - All 802.11
  - WEP
  - WPA
  - SSID
  - MAC filtering
  - DHCP settings
  - Routers / Access Points
  - Disable DHCP
  - Use static IP
  - Change SSID from default
  - Disable SSID broadcast
  - MAC filtering
  - Change default username and password
  - Update firmware
  - Firewall
  - LAN (10/100/1000BaseT, Speeds)
  - Bluetooth (1.0 vs. 2.0)
  - Cellular
  - Basic VoIP (consumer applications)