CompTIA A+ Training FINAL Chapter 23 Operational Resources
This Chapter Covers:
✓ 5.1 Given a scenario, use appropriate safety procedures.
=) Equipment grounding
=) Proper component handling and storage
** Antistatic bags
** ESD straps
** ESD mats
** Self-grounding
=) Toxic waste handling
** Batteries
** Toner
** CRT
=) Personal safety
** Disconnect power before repairing PC
** Remove jewelry
** Lifting techniques
** Weight limitations
** Electrical fire safety
** Cable management
** Safety goggles
** Air filter mask
=) Compliance with local government regulations
✓ 5.2 Given a scenario with potential environmental impacts, apply the appropriate controls.
=) MSDS documentation for handling and disposal
=) Temperature, humidity level awareness, and proper ventilation
=) Power surges, brownouts, blackouts
** Battery backup
** Surge suppressor
=) Protection from airborne particles
** Enclosures
** Air filters/Mask
=) Dust and debris
** Compressed air
** Vacuums
=) Compliance to local government regulations
✓ 5.3 Summarize the process of addressing prohibited content/activity, and explain privacy, licensing, and policy concepts.
=) Incident response
** First response
** Identify
** Report through proper channels
** Data/device preservation
** Use of documentation/documentation changes
** Chain of custody
** Tracking of evidence/documenting process
=) Licensing / DRM / EULA
** Open source vs. commercial license
** Personal license vs. enterprise licenses
=) Personally Identifiable Information
=) Follow corporate end-use policies and security best practices
✓ 5.4 Demonstrate proper communication techniques and professionalism.
=) Use proper language—avoid jargon, acronyms, slang when applicable
=) Maintain a positive attitude / Project confidence
=) Actively listen (taking notes) and avoid interrupting a customer
=) Be culturally sensitive
** Use appropriate professional titles, when applicable
=) Be on time (if late contact the customer)
=) Avoid distractions
** Personal calls
** Texting / Social media sites
** Talking to co-workers while interacting with customers
** Personal interruptions
=) Dealing with a difficult customer or situation
** Do not argue with customers and/or be defensive
** Avoid dismissing customer’s 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)
** Do not disclose experiences via social media outlets
=) 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 and private materials
** Located on a computer, desktop, printer, etc.
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