Video 1: Introduction|06:47
Video 2: PC Overview|25:19
Identify desktop PC components, overview of desktop computer layout and connections.
Video 3: Tools and ESD|39:03
Given a scenario, integrate common preventative maintenance techniques. use of appropriate repair tools and cleaning materials, compressed air, lint free cloth, computer vacuum, compressors. Given a scenario, select and use the following tools: specialty hardware / tools, loop back plugs, anti-static pad and wrist strap, extension magnet, ESD, electrostatic discharge.
Video 4: Motherboards Part 1: Architecture and Form Factors|29:16
Explain motherboard components, types and features: Form factor, ATX/BTX, micro ATX, NLX, bus architecture, bus slots, north bridge, south bridge, I/O Controller Hub (ICH), Memory Controller Hub (MCH), Platform Controller Hub (PCH), i series processor, intel, P55 chipset, Px series chipset, cache, L1 cache, L2 cache, front side bus, back side bus.
Video 5: Motherboards Part 2: Tour of Parts and Components|35:35
Explain motherboard components, types and features: I/O interfaces, sound, video, serial, IEEE 1394 / Firewire, memory slots, processor sockets, bus slots, Parallel AT Attachment (PATA), Integrated Drive Electronics (IDE), Enhanced Integrated Drive Electronics, (EIDE), AT Attachment (ATA), CMOS battery, Complementary metal-oxide-semiconductor, USB, universal serial bus, jumper settings, expansion slots, front panel connectors, I/O ports, sound.
Video 6: Motherboards Part 3: Assembly/Disassembly, Diagnose/Repair|32:25
Motherboard installation, ESD, electrostatic discharge, assembly, disassembly, removing a motherboard, replacing a motherboard, removing expansion cards, antistatic bags, field replaceable unit, (FRU).
Video 7: BIOS|45:55
BIOS, basic input output system, read-only memory, ROM, CMOS, complimentary metal-oxide semiconductor, BIOS functions, overclocking, boot order, POST, power on self test, Configuring BIOS, advanced BIOS settings, other adapter BIOS, Troubleshooting BIOS, updating BIOS, flash BIOS.
Video 8: Buses and Expansion Slots|44:52
Capture cards, TV, video, modem, PCI, PCI-x, PCI-Express, peripheral components interface, accelerated graphics port, AGP, tv tuner card, video capture card, audio modem riser AMR, communications network riser, CNR, bandwidth, throughput, theoretical maximum bandwidth
Video 9: Resources and Ports|51:18
Firewire, Universal Serial Bus, USB, IEEE 1394, IEEE 1284, parallel port, serial port, infrared, iRDA, centronics, DB-9, DB-25, standard parallel port, SPP, enhanced parallel port, EPP, enhanced capabilities port, ECP, LPT, LPT1, LPT2, COM, COM1, COM2, interrupt request, IRQ, direct memory access, DMA, I/O address, memory address, interrupt request conflict, installing and configuring firewire, USB, parallel, and serial expansion cards, 1394b, 1394a, 9-pin serial port, 25-pin serial port, RS-232, FireWire, iLink, 1394b Beta cable, 1394b Bilingual cable, 1394a six-pin cable, 1394a/i.LINK four pin cable, modem, null modem, USB 1.1, USB 2.0, USB 3.0, hot swap.
Video 10: Peripherals and Input|26:15
I/O and Peripherals, keyboard, pointing, mouse, trackball, keyboard, video, mouse, KVM, barcode reader, biometrics, fingerprint scanner, optical scanner, retinal scanner, touchscreens, PS/2, mini-din, wireless, infrared, IR, bluetooth, radio, docking station, port replicator, trackpoint, remote desktop, terminal services, CCD, CMOS.
Video 11: Audio, Video, Cameras|51:27
Distinguish between the different display devices and their characteristics, projectors, CRT, LCD, LCD technologies, liquid crystal display, cathode ray tube, XGA, SXGA+, UXGA, WUXGA, contrast ratio, static contrast ratio, dynamic contrast ratio, connector types, VGA, HDMi, S-Vdieo, component, RGB, DVI pin compatibility, settings, refresh rate, resolution, multi-monitor, degauss.
Video 12: Storage Part 1|32:34
Given a scenario, install, configure and maintain personal computer components, Categorize storage devices and backup media, FDD, HDD, Solid state vs. magnetic, Optical drives, CD / DVD / RW / Blu-Ray, Removable storage, Solid state (e.g. thumb drive, flash, SD cards, USB), External CD-RW and hard drive, Hot swappable devices and non-hot swappable devices.
Video 13: Storage Part 2|37:28
Serial ATA, parallel ATA, PATA, SATA, eSATA, integrated drive electronics, IDE, enhanced integrated drive electronics (EIDE), AT Attachment, ATA, ATAPI, AT Attachment packet interface, actuator arm, actuator, read/write head, platter, hard drive components, track, cylinder, sector, cluster.
Video 14: Storage Part 3|47:16
Categorize storage devices and backup media. removable storage, tape drive, explain motherboard components, types and features, contrast RAID levels, redundant array of independent disks, RAID-0, RAID-1, RAID-5, RAID-10, RAID 0+1, Operating system installation options, Disk preparation order, format drive, partition, primary partition, active partition, extended partition, logical drive, RAID cards, RAID array, disk management tools, defrag, ntbackup, wbadmin, check disk, disk manager, mount points, mounting a drive, drive status, foreign drive, healthy, formatting, active unallocated, failed, dynamic, offline, online. FAT, FAT32, NTFS.
Video 15: Storage Part 4|26:48
Given a scenario, detect problems, troubleshoot and repair/replace personal computer components, storage devices, HDD, hard disk drive, SATA, PATA, Solid state, FDD, optical drives, CD, DVD, RW, Blu-ray, removable, external, RAID cards, eSATA.
Video 16: Memory|51:12
Explain motherboard components, types, and features, RIMM, rambus inline memory module, DIMM, dual inline memory module, CRIMM, continuous rambus inline memory module, SIMM, single inline memory module, SODIMM, single outline dual inline memory module. Compare and contrast memory types, characteristics, and their purpose, DRAM, dynamic random access memory, synchronous dynamic random access memory, DRAM, DDR, DDR2, DDR3, double data rate memory, RAMBUS, parity, even parity, odd parity, error correcting code, ECC, single sided, double sided, single channel, dual channel, tri channel, speed, PC100, PC133, PC2700, PC3200, DDR3-1600, DDR2-667, install, configure, and maintain personal computer components, detect problems, troubleshoot and repair/replace personal computer components.
Video 17: CPU Part 1|24:37
Explain the purpose and characteristics of cpus and their features. Identify CPU types, AMD, Intel, hyper threading, multicore, dual core, onchip cache, L1, L2, L3, speed, 32 bit vs 64 bit, heat sinks.
Video 18: CPU Part 2|29:52
Explain the purpose and characteristics of cpus and their features, cpu and case fans, liquid cooling systems, thermal compound, thermal paste, socket types, cpu technologies, overclocking, throttling, micro code, mmx, sse, voltage regulator modules, VRM, 32 bit, 64 bit, passive cooling, active cooling, slots, pin grid array, staggered pin grid array, land grid array, ZIF, zero insertion force, stepping.
Video 19: Power|01:00:17
Classify power supplies types and characteristics, AC adapter, ATX proprietary, voltage, wattage, and capacity, voltage selector switch, pins (20, 24), install, configure, and optimize laptop components and features, power and electrical input devices, auto-switching, fixed input power supplies, batteries. given a scenario, integrate common preventative maintenance techniques, power devices, appropriate source such as power strip, surge protector, or UPS, outline the purpose of appropriate safety and environmental procedures and given a scenario apply them, electrical safety, power supply, matching power requirements of equipment with power distribution and UPSs, wattages and capacity, connector types and quantity, output voltage, power consumption, power supply tester, digital multimeter, DMM.
Video 20: Printers Part 1|31:19
Install and configure printers. Differentiate between printer types: Laser, inkjet, impact, local vs network printers, consumables, inkjet ink, toner, laser printing six steps, cleaning, conditioning, writing, developing, transferring, fusing, multipart forms.
Video 21: Printers Part 2|41:02
Printer connections, installation, sharing printers, infrared, IR, serial, parallel, scsi, bluetooth, wifi, wireless, usb, network, printer drivers, signed printer drivers, updating drivers, updating firmware, multifunction printers.
Video 22: Printers Part 3|32:04
Given a scenario, determine the troubleshooting methods and tools for printers, given a scenario, detect and resolve common printer issues, manage print jobs, print spooler, printer properties and settings, print a test page, symptoms, paper jams, blank paper, error codes, out of memory error, garbage printout, no connectivity, issue resolution, replace fuser, replace drum, clear paper jam, power cycle, install maintenance kit (reset page count), set IP on printer, clean printer, stalled print queue, restarting the print spooler service, net stop spooler, net start spooler, pause, restart, cancel print jobs, using the correct paper, worn rollers, ghosted images in print, default printer.
Video 23: Laptops Part 1|49:32
Install, configure, and optimize laptop components and features. Expansion devices: PCMCIA cards, PCI Express cards, input devices: Stylus/digitizer, function keys, point devices (e.g., touch pad, point stick / track point, Given a scenario, explain and interpret common laptop issues and determine the appropriate basic troubleshooting method. Issues: power conditions, keyboard, pointer, stylus, toggle Fn keys, recognize internal laptop expansion slot types, cardbus, expresscard, S1, S2, and S3 sleep or suspend states, S4 hibernation, S5 off, S0 on, hiberfil.sys file, power management control over power button or closing lid actions. batteries, lithium ion, Li-on, nickel metal-hydride, ni-mh, nickel cadmium, ni-cad, ni-cd. Smartcard, biometric, fingerprint scanner, docking station, port replicator.
Video 24: Laptops Part 2|32:44
Install, configure, and optimize laptop components and features, communications connections, bluetooth, cellular wan, ethernet, modem, Given a scenario, explain and interpret common laptop issues and determine the appropriate basic troubleshooting method. Issues: video, remove unneeded peripherals, plug in external monitor, check LCD cutoff switch, verify backlight functionality and pixilation, check switch for built-in wifi antennas or external antennas. LCD backlight, lcd inverter, dualview, touch screen, calibrating touch screen, sticky keys, toggle keys, replacing keyboard, numlock, troubleshooting laptops, increase or decrease backlight, laptop temperature, airflow, cooling fan, heat sink, proper screw locations, manufacturer documentation, removing cards prior to shipment.
Video 25: Installation Part 1|33:29
Windows 2000, Windows XP, Windows Vista, minimum system requirements, Windows 2000 and newer upgrade paths and requirements, user data migration - user state migration tool (USMT), verification of hardware compatibility and minimum requirements.
Video 26: Installation Part 2|45:43
Installation methods, boot media such as CD, floppy, or usb, network installation, install from image, recovery CD, factory recovery partition, operating system installation options, network configuration, repair install, start installation. Explain the process and steps to install and configure the Windows OS, Device manager, verify, install and update devices drivers, driver signing, emergency repair disk, ERD.
Video 27: Interface and Compatibility|46:50
Compare and contrast the different Windows Operating Systems and their features. Windows 2000, Windows XP 32bit vs. 64bit, Windows Vista 32 bit vs. 64bit, side bar, Aero, UAC, user account control, 3D flip, terminology (32bit vs. 64bit - x86 vs. x64). Application compatibility, installed program locations (32bit vs. 64bit) Windows compatibility mode, run as, user interface, start bar layout, start menu.
Video 28: Windows Files|43:10
Given a scenario, demonstrate proper use of user interfaces, windows explorer, my computer, control panel, command prompt utilities, telnet, cmd, directory structures, create folders, navigate directory structures, files, creation, extensions, attributes, permissions, DIR, MD, CD, RD, user file locations, system file locations, fonts, temporary files, program files, offline files and folders, differentiate between windows operating system directory structures (windows 2000, xp, and vista), volume shadow copy.
Video 29: Users, Groups, File Resources|50:39
Administrative tools, computer management, implement security and troubleshoot common issues, operating systems, local users and groups: administrator, power users, guest, users, administrators, guests, ntfs vs. share permissions, allow vs. deny, difference between moving and copying folders and files, shared files and folders, administrative shares vs. local shares, permission propagation, inheritance, system files and folders, encryption, bitlocker, efs, user authentication.
Video 30: Windows Tools and Diagnostics Part 1|50:07
Run line utilities, msconfig, msinfo32, dxdiag, my network places, administrative tools, performance monitor, event viewer, services, computer management, device manager, select the appropriate commands and options to troubleshoot and resolve problems, msconfig, chkdsk (/f /r), edit, copy (/a /v /y), xcopy, format, [command name] /? sfc, system monitor, services, devices manager, enable, disable, warnings, indicators, reliability monitor, scandisk, check disk, startup programs, defrag.
Video 31: Windows Tools and Diagnostics Part 2|58:29
Task bar / systray, MMC, task manager, process list, resource usage, process priority, termination, system information, system restore, remote desktop protocol (remote desktop / remote assistance) task scheduler, regional settings and language settings, indexing settings, services.msc, wf.msc, diskmgmt.msc, devmgmt.msc, virtualization, set priority, set affinity, end process, end process tree, regedit, regedt32, terminal services, remote desktop services, RDP, MSTSC.exe, TCP 3389.
Video 32: Windows Troubleshooting Part 1|44:40
Explain the basics of boot sequences, methods, and startup utilities, disk boot order /device priority, types of boot devices (disk, network, usb, other) boot options, safe mode, boot to restore point, recovery options, automated system recovery (ASR), emergency repair disk (ERD), recovery console, startup file maintenance, auto-restart errors, invalid boot disk, inaccessible boot drive, missing NTLDR.
Video 33: Windows Troubleshooting Part 2|20:22
Given a scenario, explain and interpret common hardware and operating system symptoms and their causes, OS related symptoms, bluescreen, system lock-up, input/output device, application install, start or load, windows specific printing problems, print spool stalled, incorrect / incompatible driver, Evaluate and resolve common issues, windows specific printing problems, print spool stalled, incorrect / incompatible driver / form printing, bluescreen error, system lock-up, devices drivers failure (input / output devices), application install, start or load failure, service fails to start, background processes.
Video 34: Troubleshooting and Procedure|53:48
Troubleshooting Theory, Identify the problem, Question the user and identify user changes to computer and perform backups before making changes, Ask if new hardware, software, or updates performed, Try to recreate the problem. Establish a theory of probable cause (question the obvious), Test the theory to determine cause, Once theory is confirmed determine next steps to resolve problem, If theory is not confirmed re-establish new theory or escalate, Establish a plan of action to resolve the problem and implement the solution, Verify full system functionality and if applicable implement preventative measures, Instruct user how to obtain and apply updates, Advise to only download software from reputable sources, Document findings, actions and outcomes, Explain and Interpret Hardware symptoms and Causes, identify hardware related symptoms, Excessive heat, Noise HDD, fans failing, Odors, Status light indicators, Alerts, Visible damage, Use documentation and resources User / installation manuals, internet / web based, Training materials, Given a scenario, integrate common preventative maintenance techniques, Physical inspection, Updates, windows update, windows server update services, WSUS, Group Policy Object, GPO, Windows XP SP2 uninstall, SPUNINST.EXE, Ensuring proper environment, Operational Procedure, Outline the purpose of appropriate safety and environmental procedures and given a scenario apply them, electromagnetic interference, EMI, Network interference, Magnets, radio frequency interference, RFI, Cordless phone interference, Microwaves, Electrical safety, Material Safety Data Sheets (MSDS), Cable management, Avoiding trip hazards, Physical safety, Heavy devices, Hot components, OSHA Requirements, Properly maintained tools/equipment, Records of accidents, Display OSHA poster in prominent location, Environmental -- consider proper disposal procedures, Compliance in the Workplace, Standard Operating Procedure.
Video 35: Networking Part 1|40:46
Given a scenario, install, configure and maintain personal computer components: Wired and wireless network cards, Status indicators, Will not light if either end of connection connected to failed device, Wake on LAN configured in BIOS, Summarize the basics of networking fundamentals, including technologies, devices and protocols, Devices and Topology, BUS, Ring, Mesh, Star, Hub, Broadcasts to all ports, token ring, media access method, Ethernet, Half duplex, Switch, Full duplex, no collisions, Crossover cable, Router-interconnects networks, Bandwidth and latency, satellite, fiber, dial-up.
Video 36: Networking Part 2|21:32
Categorize network cables and connectors and their implementations, Coaxial cable, Single wire to send/receive, RG-8 ThickNet, RG-6 Thinnet, Fiber, ST, SC, MT-RJ, LT connectors Fiber unaffected by EMI, unshielded twisted pair, UTP CAT3, CAT5 CAT5e, CAT6, RJ-11, RJ-45, shielded twisted pair, STP, Plenum rated cable, Fire resistant, Least amount of toxic fumes, PVC.
Video 37: Networking Part 3|49:18
Protocols NetBIOS Extended User Interface, NetBEUI, NetBIOS, Transmission Control Protocol / Internet Protocol, TCP/IP, Basics of configuring IP addressing and TCP/IP properties, class identification, class A, Class B, Class C, Troubleshooting TCP/IP settings for DHCP, DNS, subnet mask, HOSTS file, DHCP (dynamic vs. static) Excluding static addresses, network address translation, NAT (private and public), loopback addresses, automatic private IP addressing, APIPA, Mail Protocol Settings, simple mail transport protocol, SMTP, IMAP, post office protocol, POP, POP3, FTP settings Ports, Programs, Proxy settings Ports, IP addresses, Exceptions, Programs, Secure connection protocols, secure socket header, SSH, secure sockets layer, SSL, hypertext transfer protocol over SSL, HTTPS.
Video 38: Networking Part 4|37:25
Firewall settings, Windows Firewall, security for network through access control lists, open and closed ports, program filters, netsh firewall show state, network location awareness, public, private, home, work, domain, basics of active directory domain vs. workgroup, local area network, LAN, wide area network, WAN, virtual private network, VPN.
Video 39: Networking Part 5|21:07
Compare and contrast the different network types, and setup SOHO, Bluetooth, personal area network, PAN, cellular, Basic VOIP, voice over IP, Enable QOS on home router, Dial-up, plain old telephone service, public switched telephone network, POTS, PSTN, Modem-modulate demodulate analog-digital, Broadband, digital subscriber line, DSL, Cable, Satellite (highest latency), integrated services digital network, ISDN, Fiber.
Video 40: Networking Part 6|01:07:55
Wireless All 802.11 types, A, B, G, N, wireless Interference, Cordless phone Wiring closet, elevator, 5 channels of separation, Wireless router placement, Range extender, loop antennae, WEP, WPA-personal, WPA-Enterprise, WPA2-Personal, WPA2-Enterprise, WPA-PSK, SSID, Service Set Identifier, change SSID name from default, Disable SSID broadcast, client configuration requires manually typing in SSID, MAC filtering DHCP settings Configuration, Disable, Static IP, Change AP default username and password, Update firmware, Firewall, Port forwarding / port triggering.
Video 41: Networking Part 7|33:37
Select the appropriate commands and options to troubleshoot and resolve problems. troubleshoot client-side connectivity issues using appropriate tools. Ping -a, Troubleshoot gateway, Tracert, Nslookup, Netstat, show routing table, Net use /persistent:YES Ipconfig, ping.
Video 42: Security Part 1|44:43
Security, Malicious software protection, Malware symptoms, change user home page, change user search engine, Web page redirection, popups, Viruses, Self-replicating software, Trojan horse, Malicious software attached to another piece of software, Worms, Self-replicating, self-propagating, Spyware, Risk of identity theft, capture personal information such as login passwords, banking info, Adware, Tracks user habits, Botnet, Several computers launch synchronized attacks, Usually an infection of a Trojan, denial of service attack, DOS, Phishing, Email attempt to gain security info from user, Spam, Unsolicited emails, Social engineering, Attempt to acquire unauthorized info to achieve a goal (e.g., get a user’s password), Assuming authority, Flattery, Sympathy , fear, Grayware, Given a scenario, prevent, troubleshoot and remove viruses and malware, Use antivirus software, Install before accessing internet, Windows Defender, Data Execution Prevention, Windows might report that no AV software available, disable notification in Security Center, Quarantine infected systems, Research malware types, symptoms and solutions (virus encyclopedias), Remediate infected systems, Safe mode with networking, Apply update manually by obtaining from another machine, Only guaranteed way to remove is format drive, reload OS, Update antivirus software, Signature and engine updates, Automatic vs. manual, Automatic, Script, Built in auto-update feature, Schedule scans, During low usage periods, Repair boot blocks, Scan and removal techniques, educate end-user.
Video 43: Security Part 2|19:01
Security, explain the basic principles of security concepts and technologies, encryption technologies, data wiping, hard drive destruction, hard drive recycling, authentication technologies, user name, password, complex password, nonalphanumeric, alphanumeric, basics of data sensitivity and data security, compliance, classifications, intrusion detection, trusted platform module, TPM, implement security and troubleshoot common issues, drive loc, intrusion detection.
Video 44: Customer Service|23:30
Given a scenario, demonstrate the appropriate use of communication skills and professionalism in the workplace, Use proper language -- avoid jargon, acronyms, slang, Maintain a positive attitude, Listen and do not interrupt a customer, Be culturally sensitive, Be on time o 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.
