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Introduction xxxiii Chapter 1 Introduction to Personal Computer Hardware 1 Personal Computers 2 PC Components 3 Computer Disassembly 21 The Labs and Activities 22 1.3.2.2 Lab-Disassemble a Computer 23 Chapter 2 PC Assembly 27 Assemble the Computer 28 Labs and Activities 38 Command Reference 38 2.1.2.5 Lab-Install the Power Supply 39 2.1.3.10 Lab-Install the Motherboard in a Computer 40 2.1.4.7 Lab-Install the Drives 42 2.1.5.6 Lab-Install Adapter Cards 43 2.1.7.4 Lab-Install Internal Cables 45 2.1.7.8 Lab-Install Front Panel Cables 47 2.1.7.11 Lab-Complete the Computer Assembly 48 Chapter 3 Advanced Computer Hardware 49 Boot the Computer 50 Electrical Power 52 Advanced Computer Functionality 53 CPU Computer Configuration 65 Protecting the Environment 68 Labs and Activities 69 Command Reference 69 3.1.1.6 Lab-Investigate BIOS or UEFI Settings 70 3.1.2.5Lab-Search for BIOS or UEFI Firmware Updates 73 3.1.2.6Lab-Install Windows 75 3.1.2.7Lab-Install Third-Party Software in Windows 78 3.2.1.3 Lab-Ohms Law 80 3.4.1.7 Lab-Research a Hardware Upgrade 81 Chapter 4 Preventive Maintenance and Troubleshooting 83 Preventive Maintenance 84 Troubleshooting Process 85 Labs and Activities 90 Command Reference 90 4.2.3.5Lab-Use a Multimeter and a Power Supply Tester 91 4.2.3.6Lab-Troubleshoot Hardware Problems 95 Chapter 5 Networking Concepts 99 Study Guide 100 Network Components and Types 100 Networking Protocols, Standards, and Services 103 Network Devices 108 Network Cables 110 Labs and Activities 117 Command Reference 117 5.4.2.8 Lab-Build and Test a Network Cable 118 Chapter 6 Applied Networking 125 Device-to-Network Connections 126 Network Troubleshooting 130 Labs and Activities 134 Command Reference 134 6.1.2.1 Packet Tracer-Add Computers to an Existing Network 135 6.1.2.7 Lab-Configure a NIC to Use DHCP in Windows 137 6.1.3.9Packet Tracer-Connect to a Wireless Network 142 6.1.3.10Lab-Configure a Wireless Network 147 6.1.4.7Packet Tracer-Configure Firewall Settings 152 6.1.4.8Lab-Configure Firewall Settings 155 6.1.5.3 Packet Tracer-Configure IoT Devices 159 6.2.2.5 Lab-Troubleshoot Network Problems 161 Chapter 7 Laptops and Other Mobile Devices 163 Characteristics of Laptops and Other Mobile Devices 164 Laptop Configuration 166 Laptop Hardware and Component Installation and Configuration 167 Other Mobile Device Hardware Overview 168 Other Network Connectivity and Email 170 Preventive Maintenance and Troubleshooting Laptops and Other Mobile Devices 172 Basic Troubleshooting Process for Laptops and Other Mobile Devices 173 Labs and Activities 176 Command Reference 176 7.1.1.10 Lab-Mobile Device Information 177 7.1.2.8 Lab-Research Docking Stations and Port Replicators 178 7.3.1.6 Lab-Research Laptop RAM 181 7.3.2.4 Lab-Research Laptop Screens 182 7.3.2.7 Lab-Research Laptop Batteries 183 7.3.2.10 Lab-Research Laptop Drives 184 7.5.1.2 Lab-Mobile Wi-Fi 185 7.7.2.4Lab-Research Laptop Problems 187 7.7.2.5Lab-Gather Information from the Customer 188 7.7.2.6Investigate Support Websites and Repair Companies 189 Chapter 8 Printers 191 Common Printer Features 192 Printer Type Comparison 193 Installing and Configuring Printers 199 Sharing Printers 201 Maintaining and Troubleshooting Printers 202 Labs and Activities 205 Command Reference 205 8.3.1.2 Lab-Install a Printer in Windows 206 8.4.1.3 Lab-Share a Printer in Windows 208 8.5.2.3 Lab-Perform Preventive Maintenance on an Inkjet Printer 210 8.5.3.2 Lab-Perform Preventive Maintenance on a Laser Printer 212 Chapter 9 Virtualization and Cloud Computing 215 Virtualization 216 Cloud Computing 218 Labs and Activities 222 Command Reference 222 9.1.2.5 Lab-Install Linux in a Virtual Machine and Explore the GUI 223 Chapter 10 Windows Installation 227 Modern Operating Systems 228 Install Windows 231 Installation and Boot Sequence 234 Labs and Activities 237 Command Reference 237 10.2.1.8 Lab-Create a Partition in Windows 238 10.3.1.1 Lab-Windows Installation 242 10.3.1.4 Lab-Finalize Windows Installation 245 Chapter 11 Windows Configuration 247 Windows Desktop and File Explorer 248 Configure Windows with Control Panels 255 System Administration 266 Command-Line Tools 273 Windows Networking 276 Common Preventive Maintenance Techniques for Operating Systems 282 Basic Troubleshooting Process for Windows Operating Systems 283 Labs and Activities 287 Command Reference 287 11.1.2.10 Lab-Configure the Windows Desktop 289 11.1.3.4 Lab-Work with Task Manager 292 11.1.4.11 Lab-Working with File Explorer 296 11.2.1.5 Lab-Explore Control Panel Categories 300 11.2.2.3 Lab-User Accounts 303 11.2.3.5 Lab-Configure Browser Settings 306 11.2.6.2 Lab-Use Device Manager 310 11.2.7.4 Lab-Region and Language Options 312 11.3.1.11 Lab-Monitor and Manage System Resources 316 11.3.2.7Lab-System Utilities 321 11.3.2.8Lab-Manage System Files 325 11.3.3.8 Lab-Hard Drive Maintenance 328 11.3.4.6 Lab-Install Third-Party Software 330 11.4.1.5 Lab-Work in the Windows Command Shell 332 11.4.2.7 Lab-File System Commands 335 11.4.3.2 Lab-Disk CLI Commands 342 11.4.4.2 Lab-Task and System CLI Commands 350 11.4.5.3 Lab-Other Useful Commands 354 11.5.1.6 Lab-Network Drive Mapping 359 Introduction 359 11.5.2.4 Lab-Share Resources 361 11.5.4.2 Lab-Connect and Test the Wireless Connection 364 11.5.5.3 Packet Tracer-Using Telnet and SSH 368 11.5.6.2 Lab-Windows Remote Desktop and Assistance 370 11.6.1.2 Lab-Manage the Startup Folder 375 11.6.1.5 Lab-Schedule a Task Using the GUI and the Command Line 378 11.6.2.4 Lab-System Restore and Hard Drive Backup 381 11.7.3.2 Lab-Troubleshoot Operating System Problems 388 Chapter 12 Mobile, Linux, and macOS Operating Systems 391 Mobile Operating Systems 392 Methods for Securing Mobile Devices 394 Linux and macOS Operating Systems 395 Labs and Activities 401 Command Reference 401 12.1.2.2 Lab-Working with Android 402 12.1.3.2 Lab-Working with iOS 414 12.1.4.4 Lab-Mobile Device Features 421 12.2.1.2 Lab-Passcode Locks 425 12.4.2.4 Lab-Troubleshoot Mobile Devices 434 Chapter 13 Security 437 Security Threats 438 Security Procedures 444 Securing Windows Workstations 446 Wireless Security 450 Basic Troubleshooting Process for Security 452 Labs and Activities 454 Command Reference 454 13.2.3.7 Lab-BitLocker and BitLocker To Go 455 Introduction 455 13.3.2.5 Lab-Configure Windows Local Security Policy 458 13.3.3.6 Lab-Configure Users and Groups in Windows 462 13.3.4.6 Lab-Configure Windows Firewall 469 13.4.1.10 Packet Tracer-Configure Wireless Security 473 13.5.2.2 Lab-Document Customer Information in a Work Order 475 Chapter 14 The IT Professional 477 Communication Skills and the IT Professional 478 Operational Procedures 482 Ethical and Legal Considerations 483 Call Center Technicians 486 Labs and Activities 490 Command Reference 490 14.1.1.2 Lab-Technician Resources 491 14.3.1.5 Lab-Investigate Breaches of PII, PHI, PCI 492 14.4.1.4Lab-Remote Technician-Repair Boot Problem 494 Student Technician Sheet 494 14.4.1.5Lab-Remote Technician-Fix an Operating System Problem 496 Student Technician Sheet 496 14.4.1.6Lab-Remote Technician-Fix a Network Problem 498 Student Technician Sheet 498 14.4.1.7Lab-Remote Technician-Fix a Security Problem 500 Student Technician Sheet 500 14.4.2.7 Lab-Write Basic Scripts in Windows and Linux 502
Introduction xxxiii Chapter 1 Introduction to Personal Computer Hardware 1 Personal Computers 2 PC Components 3 Computer Disassembly 21 The Labs and Activities 22 1.3.2.2 Lab-Disassemble a Computer 23 Chapter 2 PC Assembly 27 Assemble the Computer 28 Labs and Activities 38 Command Reference 38 2.1.2.5 Lab-Install the Power Supply 39 2.1.3.10 Lab-Install the Motherboard in a Computer 40 2.1.4.7 Lab-Install the Drives 42 2.1.5.6 Lab-Install Adapter Cards 43 2.1.7.4 Lab-Install Internal Cables 45 2.1.7.8 Lab-Install Front Panel Cables 47 2.1.7.11 Lab-Complete the Computer Assembly 48 Chapter 3 Advanced Computer Hardware 49 Boot the Computer 50 Electrical Power 52 Advanced Computer Functionality 53 CPU Computer Configuration 65 Protecting the Environment 68 Labs and Activities 69 Command Reference 69 3.1.1.6 Lab-Investigate BIOS or UEFI Settings 70 3.1.2.5Lab-Search for BIOS or UEFI Firmware Updates 73 3.1.2.6Lab-Install Windows 75 3.1.2.7Lab-Install Third-Party Software in Windows 78 3.2.1.3 Lab-Ohms Law 80 3.4.1.7 Lab-Research a Hardware Upgrade 81 Chapter 4 Preventive Maintenance and Troubleshooting 83 Preventive Maintenance 84 Troubleshooting Process 85 Labs and Activities 90 Command Reference 90 4.2.3.5Lab-Use a Multimeter and a Power Supply Tester 91 4.2.3.6Lab-Troubleshoot Hardware Problems 95 Chapter 5 Networking Concepts 99 Study Guide 100 Network Components and Types 100 Networking Protocols, Standards, and Services 103 Network Devices 108 Network Cables 110 Labs and Activities 117 Command Reference 117 5.4.2.8 Lab-Build and Test a Network Cable 118 Chapter 6 Applied Networking 125 Device-to-Network Connections 126 Network Troubleshooting 130 Labs and Activities 134 Command Reference 134 6.1.2.1 Packet Tracer-Add Computers to an Existing Network 135 6.1.2.7 Lab-Configure a NIC to Use DHCP in Windows 137 6.1.3.9Packet Tracer-Connect to a Wireless Network 142 6.1.3.10Lab-Configure a Wireless Network 147 6.1.4.7Packet Tracer-Configure Firewall Settings 152 6.1.4.8Lab-Configure Firewall Settings 155 6.1.5.3 Packet Tracer-Configure IoT Devices 159 6.2.2.5 Lab-Troubleshoot Network Problems 161 Chapter 7 Laptops and Other Mobile Devices 163 Characteristics of Laptops and Other Mobile Devices 164 Laptop Configuration 166 Laptop Hardware and Component Installation and Configuration 167 Other Mobile Device Hardware Overview 168 Other Network Connectivity and Email 170 Preventive Maintenance and Troubleshooting Laptops and Other Mobile Devices 172 Basic Troubleshooting Process for Laptops and Other Mobile Devices 173 Labs and Activities 176 Command Reference 176 7.1.1.10 Lab-Mobile Device Information 177 7.1.2.8 Lab-Research Docking Stations and Port Replicators 178 7.3.1.6 Lab-Research Laptop RAM 181 7.3.2.4 Lab-Research Laptop Screens 182 7.3.2.7 Lab-Research Laptop Batteries 183 7.3.2.10 Lab-Research Laptop Drives 184 7.5.1.2 Lab-Mobile Wi-Fi 185 7.7.2.4Lab-Research Laptop Problems 187 7.7.2.5Lab-Gather Information from the Customer 188 7.7.2.6Investigate Support Websites and Repair Companies 189 Chapter 8 Printers 191 Common Printer Features 192 Printer Type Comparison 193 Installing and Configuring Printers 199 Sharing Printers 201 Maintaining and Troubleshooting Printers 202 Labs and Activities 205 Command Reference 205 8.3.1.2 Lab-Install a Printer in Windows 206 8.4.1.3 Lab-Share a Printer in Windows 208 8.5.2.3 Lab-Perform Preventive Maintenance on an Inkjet Printer 210 8.5.3.2 Lab-Perform Preventive Maintenance on a Laser Printer 212 Chapter 9 Virtualization and Cloud Computing 215 Virtualization 216 Cloud Computing 218 Labs and Activities 222 Command Reference 222 9.1.2.5 Lab-Install Linux in a Virtual Machine and Explore the GUI 223 Chapter 10 Windows Installation 227 Modern Operating Systems 228 Install Windows 231 Installation and Boot Sequence 234 Labs and Activities 237 Command Reference 237 10.2.1.8 Lab-Create a Partition in Windows 238 10.3.1.1 Lab-Windows Installation 242 10.3.1.4 Lab-Finalize Windows Installation 245 Chapter 11 Windows Configuration 247 Windows Desktop and File Explorer 248 Configure Windows with Control Panels 255 System Administration 266 Command-Line Tools 273 Windows Networking 276 Common Preventive Maintenance Techniques for Operating Systems 282 Basic Troubleshooting Process for Windows Operating Systems 283 Labs and Activities 287 Command Reference 287 11.1.2.10 Lab-Configure the Windows Desktop 289 11.1.3.4 Lab-Work with Task Manager 292 11.1.4.11 Lab-Working with File Explorer 296 11.2.1.5 Lab-Explore Control Panel Categories 300 11.2.2.3 Lab-User Accounts 303 11.2.3.5 Lab-Configure Browser Settings 306 11.2.6.2 Lab-Use Device Manager 310 11.2.7.4 Lab-Region and Language Options 312 11.3.1.11 Lab-Monitor and Manage System Resources 316 11.3.2.7Lab-System Utilities 321 11.3.2.8Lab-Manage System Files 325 11.3.3.8 Lab-Hard Drive Maintenance 328 11.3.4.6 Lab-Install Third-Party Software 330 11.4.1.5 Lab-Work in the Windows Command Shell 332 11.4.2.7 Lab-File System Commands 335 11.4.3.2 Lab-Disk CLI Commands 342 11.4.4.2 Lab-Task and System CLI Commands 350 11.4.5.3 Lab-Other Useful Commands 354 11.5.1.6 Lab-Network Drive Mapping 359 Introduction 359 11.5.2.4 Lab-Share Resources 361 11.5.4.2 Lab-Connect and Test the Wireless Connection 364 11.5.5.3 Packet Tracer-Using Telnet and SSH 368 11.5.6.2 Lab-Windows Remote Desktop and Assistance 370 11.6.1.2 Lab-Manage the Startup Folder 375 11.6.1.5 Lab-Schedule a Task Using the GUI and the Command Line 378 11.6.2.4 Lab-System Restore and Hard Drive Backup 381 11.7.3.2 Lab-Troubleshoot Operating System Problems 388 Chapter 12 Mobile, Linux, and macOS Operating Systems 391 Mobile Operating Systems 392 Methods for Securing Mobile Devices 394 Linux and macOS Operating Systems 395 Labs and Activities 401 Command Reference 401 12.1.2.2 Lab-Working with Android 402 12.1.3.2 Lab-Working with iOS 414 12.1.4.4 Lab-Mobile Device Features 421 12.2.1.2 Lab-Passcode Locks 425 12.4.2.4 Lab-Troubleshoot Mobile Devices 434 Chapter 13 Security 437 Security Threats 438 Security Procedures 444 Securing Windows Workstations 446 Wireless Security 450 Basic Troubleshooting Process for Security 452 Labs and Activities 454 Command Reference 454 13.2.3.7 Lab-BitLocker and BitLocker To Go 455 Introduction 455 13.3.2.5 Lab-Configure Windows Local Security Policy 458 13.3.3.6 Lab-Configure Users and Groups in Windows 462 13.3.4.6 Lab-Configure Windows Firewall 469 13.4.1.10 Packet Tracer-Configure Wireless Security 473 13.5.2.2 Lab-Document Customer Information in a Work Order 475 Chapter 14 The IT Professional 477 Communication Skills and the IT Professional 478 Operational Procedures 482 Ethical and Legal Considerations 483 Call Center Technicians 486 Labs and Activities 490 Command Reference 490 14.1.1.2 Lab-Technician Resources 491 14.3.1.5 Lab-Investigate Breaches of PII, PHI, PCI 492 14.4.1.4Lab-Remote Technician-Repair Boot Problem 494 Student Technician Sheet 494 14.4.1.5Lab-Remote Technician-Fix an Operating System Problem 496 Student Technician Sheet 496 14.4.1.6Lab-Remote Technician-Fix a Network Problem 498 Student Technician Sheet 498 14.4.1.7Lab-Remote Technician-Fix a Security Problem 500 Student Technician Sheet 500 14.4.2.7 Lab-Write Basic Scripts in Windows and Linux 502
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