A+ Certification - Download Now DOC by hcj

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									ExecuTrain Course Outline

A+ Hardware Support Skills
T0003v1.0

5 Days

Description
This five-day practical "hands-on" course will teach support newcomers the essentials of installing and troubleshooting all types of PC hardware.

Exam
 On completion of this course, delegates will be ready to take and pass the A+ Certification core exam.

Prerequisites
       Are you able to use a keyboard and mouse? Can you recognize the main components of a PC and different data media such as floppy disks, CD-ROM, etc? Do you understand DOS file naming conventions and directory structures? Are you familiar with Windows and Windows applications? Can you use Windows File Manager or Explorer to create directories and sub-directories; and move, copy or rename files and directories? Can you use the DOS DIR, COPY, REN, DEL, MD, CD and RD commands? Can you use the DOS editor to create text and batch files?

Objectives
   Understand the basics of customer service and support Install and configure PC hardware and system components Understand the basics of peripherals and local area networking   Support and troubleshoot PC hardware, software and peripherals Have a good understanding of customer service techniques

Outline
Module 1: PC hardware Introduction to hardware Concepts of a computer System unit components BIOS Memory CMOS Battery CPU Maths co-processor Cache Bus architecture I/O ports Speaker Module 2: Electricity, tools and safety Maintenance toolkit Guidelines for working with electricity Power circuits
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Safety in the workshop Wiring colour codes Wiring an electrical plug Fuses Mains power fuses Equipment fuses Circuit symbols for fuses Testing a wall socket ESD – ElectroStatic Discharge Basic anti-static precautions Industry-standard ESD symbols ESD safety Dangers of direct earthing ESD protection ESD wrist strap and grounding cord Conductive mats Earthing plugs Typical ESD service kit Other ways of controlling ESD ESD service equipment notes Safety in the workplace Fire precautions Materials handling Material Safety Data Sheets Disposal of consumables CRT servicing and safety Lasers and high powered light sources Module 3: PC configuration and motherboard design Documenting the configuration CMOS Set-up Jumper settings Cable layout Software tools Start-up disks PC diagnostic utilities Motherboard form factors AT and baby AT ATX and mini ATX LPX, Mini LPX and NLX Module 4: Basic maintenance Disassembly Preparation Disassembly routine Cleaning and preventative maintenance Cleaning the computer case Cleaning a mouse Cleaning a monitor Keyboard cleaning Cleaning a touchpad Magnetic media devices General cleaning issues PSUs and fans Re-assembly routine Troubleshooting the boot process System boot sequence Typical beep codes Storage of components for future use Module 5: Electrical units and test meters Use of test meters
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Voltage Voltmeter symbols Measuring voltages Current Ammeter symbol Measuring current flow Resistance Ohms Law Ohmmeter circuit Resistance in a circuit Multi-meters Calibrating an ohmmeter Analogue vs. digital multi-meters Circuit loading Electrical units of measurement Capacitors Capacitor specifications Use of capacitors Module 6: Power supplies and power problems Introduction to PC power supplies Alternating current AC to low voltage DC conversion Direct current PC power supplies Motherboard power connector PC AT motherboard connectors ATX motherboard specification Device connectors Power supply failure Troubleshooting power supplies Power problems Spikes and surges Mains spike Power sag Brownouts Blackouts Power and line conditioners UPS types Choosing a UPS UPS monitoring Network monitoring Troubleshooting power supply problems Module 7: Processor specifications Processor terms Clock speed Cache Address lines Internal data path External data path Intel processors Real mode Protected mode Virtual real mode Intel processor families Superscalar design Non-Intel processors AMD Cyrix/IBM RISC
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Microprocessor terms Maths co-processors Processor upgrades Installing a Pentium OverDrive processor Troubleshooting the processor Processor failure Unstable operation Speed problems Module 8: Bus architecture Processor and memory buses Bus architecture Functions of the bus ISA bus MCA EISA Local bus VESA local bus PCI PCMCIA (PC Card) Socket and card services SCSI SCSI-1 SCSI-2 SCSI-3 Setting up a SCSI bus Terminating SCSI devices Setting SCSI IDs Plug and play SCSI USB 1394 Firewire VCSELs Multiple bus computers Module 9: PC system memory Random Access Memory (RAM) Static RAM Dynamic RAM Types of DRAM CMOS DRAM Flash RAM Memory package types DIPPs SIPPs SIMMs Dual InLine Memory Modules (DIMMs) Considerations when upgrading memory Read Only Memory (ROM) and CMOS EPROM and Flash ROM CMOS Other types of memory Cache memory Virtual memory Memory error messages POST messages Parity errors Out of memory messages Module 10: Storage media Floppy disk drives Media compatibility Data rates
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Formatting Connecting a floppy drive Diskette markings Cleaning floppy disk drives Tape drives Quarter Inch Cartridge (QIC) DAT 8mm Tape Digital Linear Tape (DLT) 3.5" 2.88MB JAZ ZIP LS-120 Super Disk Removable media drives Hard disk drives Hard disk cards Flash RAM hard disks CD-ROM drives CD-Writers WORM drives Recordable CD Digital Video Disk (DVD) Hard disk interfaces ST506 ESDI (Enhanced Small Device Interface) IDE (Integrated Drive Electronics) EIDE (Enhanced IDE) Primary and secondary IDE channels SCSI (Small Computer Systems Interface) Installing an IDE device IDE/ATA device configuration Adding an additional IDE device Hard disk characteristics Drive architecture Encoding Capacity Access time Data transfer rate Caching Low level formatting Interleaving Partitioning and High Level Formatting FDISK Filing Systems FAT16 DOS, 95, NT FAT32 VFAT NTFS RAID Tape drives Quarter Inch Cartridge DAT DDS-3 Module 11: System resources Interrupts Standard AT interrupts Direct Memory Access (DMA) I/O addresses Memory addresses
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Determining resources in use Sample system information from Checkit Hardware IRQ usage I/O address usage Resource conflicts Plug and Play Devices self-identify and self-specify Dynamic configuration changes Compatibility with existing systems and peripherals Module 12: Displays Display Adapters Text and Graphics modes Video Standards MDA HGC CGA EGA VGA MCGA 8541/A XGA SVGA Monitor resolution Video memory Monitors (Cathode Ray Tube) Synchronisation frequency Resolution and colours Video accelerators Accelerated Graphics Port (AGP) Video capture cards Troubleshooting display problems Module 13: Portable computers and power management Portable Computers Overview of portable PCs Processor type RAM Hard drive Floppy drives Display CD-ROM Power source Multimedia PCMCIA (PC Card) slots Docking stations / Port replicators Infra-red port Zoomed video port PC Card (PCMCIA) What is PCMCIA? What are the benefits of the PCMCIA standard? PCMCIA Specifications PCMCIA software Socket Services Card Services PCMCIA Types PCMCIA Terms Managing Battery Life in Laptop Computers Battery life and power consumption Managing power Battery technologies
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Components which use power Conserving power Advanced Power Management (APM) What is APM? APM software components SMM and SMI Getting the most from your battery Module 14: Printers Printers Printer Types Dot Matrix Inkjet printers Laser printers Printer consumables Dot Matrix printers Printer paper Recycled paper Parallel Ports Printer Command Languages Epson Printer Control Codes PostScript PCL Printer drivers Printer troubleshooting Troubleshooting dot matrix printers Troubleshooting laser printers Routine maintenance of laser printers Troubleshooting ink jet printers Cleaning - general Module 15: Modems Modems Internal Vs External modems PCMCIA modems Asynchronous V Synchronous transmissions Asynchronous Transmission Synchronous Transmission Data transmission overheads Synchronous transmission from PC’s Synchronous vs. asynchronous modems ISDN modems Cable modems Satellite modems Modem speeds Common V. speeds ‘bis’ and ‘ter’ Baud Vs BPS Effective data speed Half Duplex and Full Duplex transmission Latest technology Error detection Parity checking Checksums Cyclic redundancy checking Data compression Link Negotiation Voice modems Fax modems Fax speeds Fax ‘group’ standards
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Fax modem classes Modem communications Flow control and handshaking Configuring modem software Communication speed Data bits, stop bits and parity Handshaking General set-up principles Windows 95 HyperTerminal set-up Modem diagnostics AT command set Command mode vs. online mode Loopback Tests Analogue loopback test (V.54 Loop 3) Local digital loopback test (V.54 Loop 2) Remote digital loopback test (V.54 Loop 2) UARTs and UART types UART types and high-speed performance Module 16: Cabling Parallel printer cables Bi-Tronics EPP - Enhanced Parallel Port ECP - Extended Capabilities Port IEEE 1284 printer modes Parallel printer leads Serial port cabling Serial pin assignments Null modem cables SCSI cabling Module 17: Local area networks Definition of a Local Area Network The uses and benefits of a LAN Sharing peripherals Sharing storage Shared software Shared data Resilience Telex, fax and internet gateways Electronic mail for messages and attached documents Types of LAN Server networks Peer to Peer networks LAN topology Star Bus Ring Network cabling Twisted Pair cable (TP) Coaxial Cable Fibre Optic Cable (FDDI) OSI Model Network adapter cards Configuring a network card LAN communications Ethernet Fast Ethernet Token ring Extending the LAN Repeaters
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Bridges Router Gateway Wide area networks (WAN) Modems Integrated Services Digital Network (ISDN) Accessing a WAN Dial Up Access Leased Line Module 18: Troubleshooting and customer service General troubleshooting techniques Help desk techniques Taking the support call Routed through ‘Help Desk’ Any member of support team Taking the call The Handshake The Exposition The Interview The Closure Difficult clients Recording the enquiry Escalating the problem Concluding the enquiry

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Global Training Solutions Coursew are

A+ Software Support Skills
3 Days

Introduction
This three-day course will give delegates a full understanding of the skills and techniques required to support DOS and Windows. To mirror the weighting of the exam, this course will focus 25% on DOS and Windows 3.x with the remaining 75% covering Windows 95-related topics.

Exams
 On completion of this course, delegates will be ready to take and pass the DOS and Windows elective exam.

Prerequisites
       Are you able to use a keyboard and mouse? Can you recognise the main components of a PC and different data media such as floppy disks, CD-ROM, etc? Do you understand DOS file naming conventions and directory structures? Are you familiar with Windows and Windows applications? Can you use Windows File Manager or Explorer to create directories and sub-directories; and move, copy or rename files and directories? Can you use the DOS DIR, COPY, REN, DEL, MD, CD and RD commands? Can you use the DOS editor to create text and batch files?

Objectives
   Partition and format hard disk drives Install and configure DOS, Windows 3.x and Windows 95 Create, configure and use an Internet connection   Create dual-boot systems for Windows 95 Support and troubleshoot operating systems and applications

Outline
Module 1: DOS architecture and set-up DOS load sequence DOS versions Partitioning with FDISK.EXE Formatting disks with FORMAT.COM Installing DOS Creating a boot disk Installing the optional DOS and Windows components Module 2: DOS start-up files CONFIG.SYS and AUTOEXEC.BAT Bypassing CONFIG.SYS and AUTOEXEC.BAT CONFIG.SYS commands – BUFFERS, FILES, COUNTRY, INSTALL, DEVICE, LASTDRIVE, DEVICEHIGH, NUMLOCK, DOS, SHELL, STACKS, FCBS, SWITCHES AUTOEXEC.BAT commands – ECHO, PAUSE, PATH, SET, SMARTDRV, KEYB, SHARE, DOSKEY, MOUSE, PROMPT, UNDELETE Network login commands Windows DOS Editor
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Module 3: Optimising DOS Optimising memory for DOS PC memory map Real and protected mode Conventional memory Upper memory area (UMA) Expanded memory (EMS) Extended memory (XMS) High memory area (HMA) Determining usable memory MEM Discovering where device drivers and TSRs are loaded MSD Hexadecimal notation Memory management and optimisation HIMEM.SYS Loading MS-DOS into HMA EMM386.EXE Providing access to Upper Memory Blocks (UMBs) Loading device drivers and TSRs into UMA "loading high" GTS – A+ Software Support Skills Rev. 1/99

Hardware memory conflicts Use MEMMAKER to optimise memory MEMMAKER files MEMMAKER changes to start-up files Using RAM drives When to use a RAM drive Installing a RAM drive SMARTDrive disk caching program Benefits of caching Read and write caching Installing SMARTDrive Double buffering Optimising SMARTDrive Module 4: Troubleshooting DOS Unformatting disks with UNFORMAT.COM Undeleting files with UNDELETE.EXE Levels of protection Protecting files from deletion with ATTRIB CHKDSK SCANDISK Lost clusters Cross-link files SCANDISK Virus protection What is a virus Types of virus Symptoms of virus infection Avoiding viruses Scanning for viruses Recovering data that has been infected Anti-virus software Monitoring virus activity with VSAFE Defragmenting files with DEFRAG.EXE Module 5: Windows 3.x Features of Windows Explanation of Windows versions Graphical User Interface (GUI) Virtual memory Data sharing Network awareness Multi-tasking Hardware and software requirements Software incompatibilities Windows set-up options – express and custom Optional Windows components Setting up applications Re-creating program groups Starting Windows Windows core files System resources Initialisation files (.INI) Windows device drivers Font files Module 6: Configuring Windows 3.x Changing Windows configurations Using Windows Set-up Windows .INI files Using the Control Panel WIN.INI
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Format of the WIN.INI file [desktop] section settings [fonts] section settings SYSTEM.INI Format of the SYSTEM.INI file [boot] section settings [386Enh] section settings CONTROL.INI Preventing items from showing in the Control Panel Removing a screen saver password Using SYSEDIT Creating Program Manager groups and items PROGMAN.INI Restricting changes Configuring virtual memory Virtual memory manager Temporary and permanent swap files Virtual memory sizing Swap file and virtual memory settings Recommended settings Installing and configuring a printer Print Manager Displaying printer messages Prioritising with Print Manager Viewing network print queues Pausing and resuming printing Cancelling print jobs Module 7: Running DOS applications under Windows 3.x DOS applications Setting up DOS applications under Windows Creating PIFs with the PIF Editor Creating a PIF file during Windows installation Using PIF files supplied with applications Modifying PIFs PIF and PIF Editor settings Advanced options Starting DOS applications with Windows DEFAULT.PIF Creating icons in Program Manager Module 8: Windows 95 set-up System requirements Set-up options Partitioning the disk Formatting disks Creating an emergency boot disk Important set-up information The set-up process The hardware detection process Set-up failure and recovery Module 9: Windows 95 user interface Differences from Windows 3.x New desktop environment Folders Windows Explorer Printers Folder Object properties Plug and play Start menu and Taskbar GTS – A+ Software Support Skills Rev. 1/99

Programs menu Running applications My Computer Arranging icons with My Computer Finding files Customising your working environment Control Panel Mouse properties Desktop properties Shortcuts Recycle bin Changing date and time Customising the Taskbar Customising the Start menu Arranging open windows and icons Networking support in Windows 95 Printing Adding a new printer Manipulating files and folders Long filename support Hidden file extensions User profiles Module 10: Windows 95 architecture and configuration Boot process Dual boot for previous versions of Windows and DOS Troubleshooting the boot process Missing boot files (IO.SYS and MSDOS.SYS) Using SAFE mode to recover from an error Using the emergency boot disk Windows 95 memory model – comparison with legacy operating systems Virtual memory support (swap files) The Registry Plug and Play architecture Configuration manager Adding new devices Modifying the configuration of Plug and Play devices with Device Manager Installing printers Local printers Printing and print management Module 11: Running applications under Windows 95 Support for DOS-based applications Program properties Configuring a DOS application Support for Win16-based applications Support for Win32-based applications Long filename support Module 12: Disk administration and troubleshooting FAT32 DriveSpace disk compression Disk tools ScanDisk Defragmenting Installing Plus files
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System Agent Module 13: Networking with Windows 95 Configuring Windows 95 networking Overview of the Microsoft and NetWare clients Logging on to the network Mapping network drives Network printing Manual network printer installation Point and Print network printer installation Printing to a network printer Module 14: Connecting to the Internet Configuring browser software Internet Service Providers Dial-up access Modem configuration Domain names for web sites HTTP:// HTML e-mail Downloading information from the Internet FTP

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