A+ certification #2(CompTIA Guide to managing and maintaining your PC)

ND160-4E- Configuration and Troubleshooting
Assignment 2


True/False
Indicate whether the statement is true or false.

1. An operating system manages hardware, runs applications, provides an interface for users, and stores, retrieves, and manipulates files.
TRUE

2. The kernel provides a way for the user to do such things as select music to burn to a CD, install an application, or change the wallpaper on the Windows desktop.
FALSE

3. Most PC support jobs require simply working with hardware and software.
FALSE

4. When working with a customer, your primary job is to satisfy your boss.
FALSE

5. The support technician decides when the work is done.
FALSE

Multiple Choice
Identify the choice that best completes the statement or answers the question.

6. A(n) ____ is software that controls a computer.
a. application
b. operating system
c. interface routine
d. ROM routine

7. In 1986, ____ was introduced and quickly became the most popular OS among IBM computers and IBM-compatible computers using the Intel 8086 processors.
a. MS-DOS
b. Windows
c. OS/2
d. CP/M

8. A(n) ____ is a low-end inexpensive laptop with a small 9- or 10-inch screen and no optical drive.
a. nettop
b. netbook
c. Internet station
d. ultralite

9. The ____ is normally located at the bottom of the Windows desktop, displaying information about open programs and providing quick access to others.
a. taskbar
b. Windows button
c. menu bar
d. task ribbon

10. A ____ is one or more characters following the last period in a filename, such as .exe, .txt, or .avi.
a. filename
b. file extension
c. file version
d. file type

11. Windows offers two ways to sync files: ____.
a. Briefcase and Offline Files
b. Network Neighborhood and Offline Files
c. Synchronization Tasks and Online Files
d. Briefcase and Synchronization layer

12. From the ____ window, you can change the read-only, hidden, archive, and indexing attributes of the file.
a. Open
b. Attributes
c. Status
d. Properties

13. An applet has a ____ file extension.
a. .ctl
b. .crl
c. .cpl
d. .app

14. ____ has industry recognition, so it should be your first choice for certification as a PC technician.
a. Security+ Certification
b. Network+ Certification
c. Hardware+ Certification
d. A+ Certification

15. ____ customers are your customers who come to you or your company for service.
a. Internal
b. External
c. Partner
d. Related

16. ____ a problem increases your value in the eyes of your coworkers and boss.
a. Taking ownership of
b. Ceding responsibility for
c. Relinquishing control of
d. Passing on

17. When you arrive at the customer’s site, greet them with a ____.
a. positive attitude
b. clean uniform
c. smile
d. handshake

18. As a support technician, your goals can include ____ the user, as well as repairing the computer.
a. reprimanding
b. correcting
c. educating
d. disciplining

19. Knowing how to ____ a problem to those higher in the support chain is one of the first things you should learn on a new job.
a. delegate
b. recommend
c. downgrade
d. escalate

20. The best way to give bad news is ____.
a. email
b. face to face
c. telephone
d. text message