1. Which network device uses a MAC address table to segment the network?

concentrator
hub
PBX
router
switch
2
What is the purpose of an IRQ?
Perform input/output between the CPU and peripherals.
Establish peer-to-peer communication between devices and software.
Request information from the CPU.
Access the computer RAM for reading and writing.
3
A supervisor received a complaint that one of the technicians was rude and disre
spectful. Which action by the technician most likely caused the customer to comp
lain?
The technician interrupted a number of times to ask questions.
The technician occasionally confirmed an understanding of the problem.
The customer was escalated to a level-two technician.
The technician ended the call without saying "Have a nice day".
4
Which two interface types make it possible to attach different external componen
ts to laptops and desktops without powering the computer off? (Choose two.)
ExpressCard
FireWire
ISA
PCI
PCMCIA
USB
5
A call center technician is on a call with a customer when a colleague indicates
that there is something to discuss. What should the technician do?
Interrupt the customer and ask whether the customer would mind going on
hold for a few minutes.
Tell the customer that the call will be put on hold for a few minutes.
Signal to the colleague to wait.
Mute the line to the customer while discussing the issue with the collea
gue.
6
What are three important considerations when installing a CPU on a motherboard?
(Choose three.)
Antistatic precautions are taken.
The CPU is correctly aligned and placed in the socket.
The CPU contacts are first cleaned with isopropyl alcohol.
The CPU heat sink and fan assembly are correctly installed.
The CMOS EPROM battery is removed prior to installing the CPU.
Maximum insertion force is applied to the load lever so the CPU is locke
d in place.
7

Refer to the exhibit. Which two port types are shown in the graphic? (Choose two
.)
 modem
network
parallel
serial
USB
8
What is the purpose of wearing an antistatic wrist strap?
to reduce the electrical charge to a harmless level in a monitor
to protect the user from any harmful electrical discharge
to equalize the electrical charge between the user and the equipment
to monitor the electrical charge that is generated between the user and
the equipment
9
A technician has installed a new sound card in a PC but it is not operating corr
ectly. Where should the technician look to investigate driver problems?
Computer Management
Device Manager
My Computer
System Tools
10
Which Windows tool should be run before upgrading the operating system?
Convert
Fdisk
Msconfig
Ntbackup
11
A home computer user is trying to customize the power management on a computer u
sing Windows XP. However, the custom configuration is unsuccessful. What task mu
st be completed to enable power management to be configured?
ACPI power management must be enabled in the BIOS using Administrative T
ools in the Windows Control Panel.
APM power management mode must be configured in the BIOS before ACPI can
be used to enable power management.
APM power management mode must be configured in the BIOS so that Windows
XP can be used to enable power management.
ACPI power management mode must be enabled in the BIOS before Windows XP
can be used to configure power management.
12
A user has been writing data to a USB flash memory drive. What should the user d
o before removing the device?
Shut down the computer.
Click on the Safely Remove Hardware icon in the system tray then on the
device.
Right-click on the drive in My Computer, then click on Remove Drive .
Remove the power to the drive.
13
A customer needs to purchase a new power supply for a computer. What must be con
sidered when selecting an appropriate power supply?
The power supply converts DC to AC.
The power supply has sufficient wattage to support all components inside
the computer.
The power supply provides at least 800 V.
The power supply must have both a P-8 and P-9 connector.
14
A technician wishes to boot a computer using a CD-ROM that contains a limited op
erating system and diagnostic utilities. Where would the technician set the boot
order for the PC?
My Computer
Control Panel
Device Manager
BIOS
Start Menu
15
When a Windows XP computer has completed the POST for each adapter card that has
a BIOS, what is the next step during the boot sequence?
BIOS reads the MBR.
NTDETECT.COM is used to detect any installed hardware.
NTDLR reads the registry files.
The WINLOGON.EXE program is started.
16 When installing a service pack or security patches on an operating system, wh
at should be done to protect the system in the event of a faulty or aborted inst
allation?
Create a restore point.
Check the updates for the latest ones.
Disable Automatic Updates to prevent interference with the current opera
tion.
Test all aspects to ensure that the update is correct for the operating
system.
17
Which two security tasks should be included in a computer preventive maintenance
plan? (Choose two.)
an update of spyware removal tools
a centralization of network administration
an update of antivirus scanner software
an update of network cable termination information
documentation of network protocols such as DHCP and DNS
18
A technician has replaced a failing floppy drive. While testing the new drive, t
he technician notices that the floppy drive light remains lit constantly. What i
s most likely the cause of the problem?
The new floppy drive is faulty.
The ribbon cable is installed incorrectly.
The jumper settings are set incorrectly for the floppy drive.
The floppy drive has been disabled in the BIOS.
19
Which type of cable standard uses a 9-pin connector and supports data rates in e
xcess of 800 Mbps?
DB-9
DB-25
IEEE 1284
IEEE 1394a
IEEE 1394b
20
All default Windows XP tools and utilities are installed on a computer. The tech
nician discovered that a few other Windows components are still needed. Which pr
ocedure can accomplish this task?
Press Ctrl-Alt-Del. Choose Task Manager > Performance > Add/Remove Windo
ws Components
 Open the Windows XP CD. Locate the Windows Components folder. Right clic
k on Component. Choose Install.
Right click on the Desk Top. Choose Properties > Settings > Add/Remove W
indows Components
Choose Start > Control Panel > Add Remove Programs > Add/Remove Windows
Components
21
A computer fails to recognize a removable external drive. What are three actions
a technician can perform to solve the problem? (Choose three.)
Disable the internal drive.
Disconnect and reconnect the external drive.
Terminate the external drive.
Replace the external drive.
Change the DMA settings on the external drive.
Ensure that the external ports are enabled.
22
Which motherboard feature controls the amount of data that a CPU transfers at on
e time?
pin grid array
front side bus
MMX instructions
read-only memory
23
A technician is explaining the differences between inkjet printers and laser pri
nters to a customer. Which two comparisons should the technician make? (Choose t
wo.)
Inkjet printers are less expensive than laser printers.
A laser printer is significantly slower than an inkjet printer.
Both laser and inkjet printers produce poor quality images.
The laser printer output is dry after printing, but an inkjet printer ma
y still have wet ink on the paper after printing.
Inkjet printers use plain paper to make economical prints, but laser pri
nters require more expensive thermal paper.
24
Which two items are required to configure a laptop for 100 Mb/s full-duplex Ethe
rnet communications? (Choose two.)
an antenna
twisted-pair cable
a phone cable
a port that has been enabled in BIOS
an ExpressBus expansion card
IP address and subnet mask
25
A printer has a paper jam. An impatient user has sent multiple print jobs of the
same document to this printer. What can be done to remove these print jobs?
Cancel the jobs in the printer queue.
Select landscape or portrait image layout.
Set the printed image to colors or to grayscale.
Adjust the settings to match the colors on the screen to the colors on t
he printed sheet.
26
Which are three steps in the laser printing process? (Choose three.)
fusing
writing
 skewing
spraying
transferring
sublimating
27
A technician needs to free some hard disk space in a computer. Which management
tool can help find files that can be safely deleted?
chkdsk
defrag
disk cleanup
disk management
fdisk
scandisk
28
The technician has been asked to upgrade the printer driver for an old printer.
What is the best source for a new driver?
manufacturer's website
Microsoft Update website
printer installation disk
Windows Device Manager
Windows hardware profiles
29
A user believes that a data file on a Windows XP computer has been corrupted. Wh
ich utility can provide the best information about the data file?
Defrag
CHKDSK
MSCONFIG
REGEDIT.EXE
30
Which protocol adds security to remote connections?
FTP
HTTP
NetBEUI
POP
SSH
31
A tire store needs to print customer invoices using carbon copy paper so that bo
th the store and the customer have a copy. What is the best printer solution?
dye-sublimation printer
inkjet printer
thermal printer
impact printer
32
A computer can access devices on the same network but can not access devices on
other networks. What is the probable cause of this problem?
The cable is not connected properly to the NIC.
The computer has an invalid IP address.
The computer has an incorrect subnet mask.
The computer has an invalid default gateway address.
33
When installing the Windows XP operating system, a technician is given a choice
of file systems to use. If security is a requirement, which file system should b
e chosen?
FAT32
 HPFS
NFS
NTFS
34
A student enables file sharing on a laptop so that a friend can access music fil
es. Which type of service is being configured?
FTP
peer-to-peer
Telnet
DHCP
DNS
35
What characterizes spoofing?
Making data appear to come from a source other than the actual source.
Sending abnormally large amounts of data to a remote server to prevent u
ser access to the server services.
Intercepting or inserting false information in traffic between two hosts
.
Sending bulk e-mail to individuals, lists, or domains intending to preve
nt users from accessing e-mail.
36
Which three benefits are gained by networking computers? (Choose three.)
decreased need of personal training
fewer peripherals needed
decreased computer-to-user ratio
lower cost licensing
increased user specialization
increased communication capabilities
37
A customer is upset and wants to speak to a specific technician to resolve a pro
blem immediately. The requested technician is away from the office for the next
hour. What is the best way to handle this call?
Refer the angry customer to a supervisor.
Advise the customer that the requested technician is out of the office a
nd insist on trying to resolve the problem.
Make an offer to help the customer immediately, and advise the customer
that otherwise the requested technician will call the customer back within two h
ours.
Ignore the request for the specific technician by walking through a step
-by-step process with the customer in an attempt to refocus the customer and sol
ve the problem.
38
Which two ports on a laptop allow connection or removal of external devices, suc
h as hard drives or printers, without powering off the computer? (Choose two.)
DVI
FireWire
serial
USB
VGA
39
A network administrator is troubleshooting a server that keeps crashing. While m
onitoring traffic to the server, the administrator notices repeated, larger than
normal pings to the server. What is the name of this type of attack?
multi-ping attack
 phishing
ping bomb
ping of death
spoofing
zombie attack
40
Where in Windows XP can the shutdown, hibernate, and standby modes be configured
?
Start > Control Panel > Power Options
Start > Control Panel > Administrative Tools
Start > Control Panel > Power Modes
Start > Control Panel > System
41
A small business has used a high quality configurable flatbed scanner to scan a
number of photographs to print as large posters. However, the quality of the ima
ges printed as posters is poor. What should the user do?
Replace the flatbed scanner with an all-in-one device.
Use OCR software when scanning the photographs.
Save the scanned file in JPEG not TIFF format.
Increase the resolution of the scanner.
42
When calculating the total cost of ownership of a printer it is necessary to con
sider the cost of the consumables. Which two consumables are associated with an
inkjet printer? (Choose two.)
drum
ink cartridge
ink ribbon
paper
toner
43
ABC Inc. decided to integrate redundancy by connecting multiple hard disks to du
plicate the information they store. Which type of adapter will need to be instal
led on the servers to accomplish the desired redundancy?
NIC
Wireless NIC
USB gateway
RAID adapter
multiple slave hard disk adapter
44
A technician is asked to set up one hard drive that will support two operating s
ystems and will store data files in three separate drive locations. Which partit
ion settings will support these requirements?
1 primary, 3 active, 1 extended, 2 logical
2 logical, 2 active, 3 extended
2 primary, 1 active, 1 extended, 3 logical
3 primary, 1 active, 2 extended
45
Which power mode should be used by a laptop so that all the data is saved, all t
he applications the user was working on are left open, and there is no power use
d by the laptop?
Hibernate
Suspend
Left on with no power mode
Soft shutdown
46
A technician wants to create a new partition on a new additional hard drive. Whi
ch tool should be used?
Scandisk
Disk Management
Chkdsk
Defrag
Device Manager
47
A home computer owner has a PC system that runs Windows XP. For security reasons
the owner has been using a limited local user account for a number of years. Th
e owner wishes to install a new piece of software, but the user account does not
have the necessary permissions. Which type of account does the owner need to us
e to install the new software?
server
administrator
root
unlimited
48
An employee is receiving e-mail from unknown banks asking for username and passw
ord information. Which type of security attack is the employee experiencing?
adware
phishing
Trojan horse
virus
worm
49
A technician needs to purchase a new video adapter for a computer. Which factors
should be considered when selecting the adapter?
type of hard drive installed
amount of memory installed
expansion slot type
case form factor
50
Which protocol dynamically assigns IP addresses to network devices?
DHCP
DNS
ICMP
RARP
TCP
51
A technician is having trouble with laptops that keep overheating. What preventi
ve maintenance procedure can be performed on the laptops to reduce this problem?
Regularly replace the laptop battery.
Encourage users to run the laptop from the battery more often.
Encourage users to run the laptop from the AC adapter more often.
Remove and clean the CPU.
Clean the air vents.
Replace the fan.
52
A company uses a single computer to receive and test all Windows updates. When t
he most recent update was installed, several programs failed. What is the first
course of action that a technician should attempt to remove the update?
Run a System Restore from the last restore point.
 Use the Add or Remove Hardware applet in the Control Panel to remove the
update.
Restore the hard drive from the last system backup.
Use the Recovery Console to restore the operating system.