VPN

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7. Channels

 1–11 8. Bluetooth 9. NFC 10. RFID 11. Zigbee 12. Z-Wave 13. 3G 14. 4G 15. 5G 16. LTE

1. Server roles

Summarize the properties and purposes of services provided by networked hosts.  Web server  File server  Print server  DHCP server  DNS server  Proxy server  Mail server  Authentication server  syslog 2. Internet appliance

 UTM  IDS  IPS  End-point management server 3. Legacy/embedded systems

1. IP addressing

Explain common network configuration concepts.  Static  Dynamic  APIPA  Link local

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2. DNS 3. DHCP

 Reservations 4. IPv4 vs. IPv6 5. Subnet mask 6. Gateway 7. VPN 8. VLAN 9. NAT

1. Internet connection types

Compare and contrast Internet connection types, network types, and their features.  Cable  DSL  Dial-up  Fiber  Satellite  ISDN  Cellular - Tethering - Mobile hotspot  Line-of-sight wireless Internet service 2. Network types

Given a scenario, use appropriate networking tools. 1. Crimper 2. Cable stripper 3. Multimeter 4. Tone generator and probe 5. Cable tester 6. Loopback plug 7. Punchdown tool 8. WiFi analyzer

 LAN  WAN  PAN  MAN  WMN

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Hardware - 27%

Explain basic cable types, features, and their purposes. 1. Network cables

 Ethernet - Cat 5 - Cat 5e - Cat 6 - Plenum - Shielded twisted pair - Unshielded twisted pair - 568A/B  Fiber  Coaxial  Speed and transmission limitations 2. Video cables

 VGA  HDMI  Mini-HDMI  DisplayPort  DVI (DVI-D/DVI-I) 3. Multipurpose cables

 Lightning  Thunderbolt  USB  USB-C  USB 2.0  USB 3.0 4. Peripheral cables

 Serial 5. Hard drive cables

 SATA  IDE  SCSI

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6. Adapters

 DVI to HDMI  USB to Ethernet  DVI to VGA

Identify common connector types. 1. RJ-11 2. RJ-45 3. RS-232 4. BNC 5. RG-59 6. RG-6 7. USB 8. Micro-USB 9. Mini-USB 10. USB-C 11. DB-9 12. Lightning 13. SCSI 14. eSATA 15. Molex 1. RAM types

Given a scenario, install RAM types.

Given a scenario, select, install and configure storage devices.  SODIMM  DDR2  DDR3  DDR4 2. Single channel 3. Dual channel 4. Triple channel 5. Error correcting 6. Parity vs. non-parity

1. Optical drives

 CD-ROM/CD-RW  DVD-ROM/DVD-RW/DVD-RW DL  Blu-ray  BD-R

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 BD-RE 2. Solid-state drives

 M2 drives  NVME  SATA 2.5 3. Magnetic hard drives

 5,400rpm  7,200rpm  10,000rpm  15,000rpm  Sizes: - 2.5 - 3.5 4. Hybrid drives 5. Flash

 SD card  CompactFlash  Micro-SD card  Mini-SD card  xD 6. Configurations

 RAID 0, 1, 5, 10  Hot swappable 1. Motherboard form factor

Given a scenario, install and configure motherboards, CPUs, and add-on cards.  ATX  mATX  ITX  mITX 2. Motherboard connectors types

 PCI  PCIe

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 Riser card  Socket types  SATA  IDE  Front panel connector  Internal USB connector 3. BIOS/UEFI settings

 Boot options  Firmware updates  Security settings  Interface configurations  Security 1. Passwords 2. Drive encryption - TPM - LoJack - Secure boot 4. CMOS battery 5. CPU features

 Single-core  Multicore  Virtualization  Hyperthreading  Speeds  Overclocking  Integrated GPU 6. Compatibility

 AMD  Intel 7. Cooling mechanism

 Fans  Heat sink  Liquid

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 Thermal paste 8. Expansion cards

Explain the purposes and uses of various peripheral types.  Video cards - Onboard - Add-on card  Sound cards  Network interface card  USB expansion card  eSATA card 1. Printer 2. ADF/flatbed scanner 3. Barcode scanner/QR scanner 4. Monitors 5. VR headset 6. Optical drive types 7. Mouse 8. Keyboard 9. Touchpad 10. Signature pad 11. Game controllers 12. Camera/webcam 13. Microphone 14. Speakers 15. Headset 16. Projector

Summarize power supply types and features.  Lumens/brightness 17. External storage drives 18. KVM 19. Magnetic reader/chip reader 20. NFC/tap pay device 21. Smart card reader

1. Input 115V vs. 220V 2. Output 5V vs. 12V 3. 24-pin motherboard adapter 4. Wattage rating 5. Number of devices/types of devices to be powered

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Given a scenario, select and configure appropriate components for a custom PC configuration to meet customer specifications or needs. 1. Graphic/CAD/CAM design workstation

 SSD  High-end video  Maximum RAM 2. Audio/video editing workstation

 Specialized audio and video card  Large, fast hard drive  Dual monitors 3. Virtualization workstation

 Maximum RAM and CPU cores 4. Gaming PC

 SSD  High-end video/specialized GPU  High-definition sound card  High-end cooling 5. Network attached storage device

 Media streaming  File sharing  Gigabit NIC  RAID array  Hard drive 6. Standard thick client

 Desktop applications  Meets recommended requirements for selected OS 7. Thin client

 Basic applications  Meets minimum requirements for selected OS  Network connectivity

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1. Desktop

Given a scenario, install and configure common devices.  Thin client  Thick client  Account setup/settings 2. Laptop/common mobile devices

 Touchpad configuration  Touchscreen configuration  Application installations/configurations  Synchronization settings  Account setup/settings  Wireless settings 1. Use appropriate drivers for a given operating system

1. Configuration settings - Duplex - Collate - Orientation - Quality

2. Device sharing

Given a scenario, configure SOHO multifunction devices/printers and settings.

 Wired - USB - Serial - Ethernet  Wireless - Bluetooth - 802.11(a, b, g, n, ac) - Infrastructure vs. ad hoc  Integrated print server (hardware)  Cloud printing/remote printing 3. Public/shared devices

 Sharing local/networked device via operating system settings - TCP/Bonjour/AirPrint

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 Data privacy - User authentication on the device - Hard drive caching 1. Laser

 Imaging drum, fuser assembly, transfer belt, transfer roller, pickup rollers, separate pads, duplexing assembly  Imaging process: processing, charging, exposing, developing, transferring, fusing, and cleaning  Maintenance: Replace toner, apply maintenance kit, calibrate, clean 2. Inkjet

Given a scenario, install and maintain various print technologies.  Ink cartridge, print head, roller, feeder, duplexing assembly, carriage, and belt  Calibrate  Maintenance: Clean heads, replace cartridges, calibrate, clear jams 3. Thermal

 Feed assembly, heating element  Special thermal paper  Maintenance: Replace paper, clean heating element, remove debris 4. Impact

 Print head, ribbon, tractor feed  Impact paper  Maintenance: Replace ribbon, replace print head, replace paper 5. Virtual

 Print to file  Print to PDF  Print to XPS  Print to image 6. 3D printers

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 Plastic filament

Virtualization and Cloud Computing - 12%

1. Common cloud models

 IaaS  SaaS  PaaS  Public vs. private vs. hybrid vs. community 2. Shared resources

Compare and contrast cloud computing concepts.  Internal vs. external 3. Rapid elasticity 4. On-demand 5. Resource pooling 6. Measured service 7. Metered 8. Off-site email applications 9. Cloud file storage services

 Synchronization apps 10. Virtual application streaming/cloud-based applications

 Applications for cell phones/tablets  Applications for laptops/desktops 11. Virtual desktop

Given a scenario, set up and configure client-side virtualization.  Virtual NIC 1. Purpose of virtual machines 2. Resource requirements 3. Emulator requirements 4. Security requirements 5. Network requirements 6. Hypervisor

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Hardware and Network Troubleshooting - 27%

- Always consider corporate policies, procedures, and impacts before implementing changes 1. Identify the problem

Given a scenario, use the best practice methodology to resolve problems.  Question the user and identify user changes to computer and perform backups before making changes  Inquire regarding environmental or infrastructure changes  Review system and application logs 2. Establish a theory of probable cause (question the obvious)

 If necessary, conduct external or internal research based on symptoms 3. Test the theory to determine cause

 Once the theory is confirmed, determine the next steps to resolve problem  If theory is not confirmed re-establish new theory or escalate 4. Establish a plan of action to resolve the problem and implement the solution 5. Verify full system functionality and, if applicable, implement preventive measures 6. Document findings, actions, and outcomes

1. Common symptoms

Given a scenario, troubleshoot problems related to motherboards, RAM, CPUs, and power.  Unexpected shutdowns  System lockups  POST code beeps  Blank screen on bootup  BIOS time and setting resets  Attempts to boot to incorrect device  Continuous reboots  No power

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Given a scenario, troubleshoot hard drives and RAID arrays.

Given a scenario, troubleshoot video, projector, and display issues.

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 Overheating  Loud noise  Intermittent device failure  Fans spin – no power to other devices  Indicator lights  Smoke  Burning smell  Proprietary crash screens (BSOD/pin wheel)  Distended capacitors  Log entries and error messages 1. Common symptoms

 Read/write failure  Slow performance  Loud clicking noise  Failure to boot  Drive not recognized  OS not found  RAID not found  RAID stops working  Proprietary crash screens (BSOD/pin wheel)  S.M.A.R.T. errors 1. Common symptoms

 VGA mode  No image on screen  Overheat shutdown  Dead pixels  Artifacts  Incorrect color patterns  Dim image  Flickering image  Distorted image  Distorted geometry  Burn-in

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 Oversized images and icons 1. Common symptoms

Given a scenario, troubleshoot common mobile device issues while adhering to the appropriate procedures.  No display  Dim display  Flickering display  Sticking keys  Intermittent wireless  Battery not charging  Ghost cursor/pointer drift  No power  Num lock indicator lights  No wireless connectivity  No Bluetooth connectivity  Cannot display to external monitor  Touchscreen non-responsive  Apps not loading  Slow performance  Unable to decrypt email  Extremely short battery life  Overheating  Frozen system  No sound from speakers  GPS not functioning  Swollen battery 2. Disassembling processes for proper reassembly

Given a scenario, troubleshoot printers.  Document and label cable and screw locations  Organize parts  Refer to manufacturer resources  Use appropriate hand tools 1. Common symptoms

 Streaks  Faded prints