1. While troubleshooting a fairly routine printing problem, the customer explains in great detail precisely what he was trying to do, what happened when he tried to print, and what he had attempted as a fix for the problem. At what point should you interrupt him? A. After he describes the first problem B. As soon as you understand the problem C. As soon as you have a solution D. Never 2. While manning the help desk, you get a call from a distraught user who says she has a blank screen. What would be a useful follow-up question? (Select two.) A. Is the computer turned on? B. Is the monitor turned on? C. Did you reboot? D. What did you do? 3. Al in marketing calls in for tech support, complaining that he has a dead PC. What is a good first question or set of questions to begin troubleshooting the problem? A. Did the computer ever work? B. When did the computer last work? C. When you say “dead,” what do you mean? What happens when you press the power button? D. What did you do? 4. While manning the help desk, you get a call from Bryce in sales complaining that he can’t print and every time he clicks on the shared network drive, his computer stops and freezes. He says he thinks it’s his hard driver. What would be a good follow-up question or statement? A. Bryce, you’re an idiot. Don’t touch anything. I’ll be there in five minutes. B. Okay, let’s take this one step at a time. You seem to have two problems, one with printing and the second with the shared network drive, right? C. First, it’s not a hard driver; it’s a hard drive. It doesn’t have anything to do with the shared network drive or printing, so that’s just not right. D. When could you last print? 5. When troubleshooting a software problem on Phoebe’s computer and listening to her describe the problem, you get a text message on your phone. It’s your boss. What would be an acceptable action for you to take? A. Excuse yourself, walk out of the cube, and text your boss. B. Pick up Phoebe’s phone and dial your boss’s number. C. Wait until Phoebe finishes her description and then ask to use her phone to call your boss. D. Wait until Phoebe finishes her description, run through any simple fixes, and then explain that you need to call your boss on your cell phone. 6. While fixing a printing problem on Paul’s computer, you check his email out of curiosity to see if there are any interesting messages there. You find several personal e-mails he has sent. Using the company computer for personal e-mail is against regulations, so what should you do? A. Leave the e-mail on the computer and notify your boss. B. Delete the e-mails from the computer and notify your boss. C. Delete the e-mails from the computer and remind Paul of the workplace regulations. D. You shouldn’t be looking in his e-mail folders at all as it compromises your integrity. 7. You are solving a problem on Kate’s computer that requires you to reboot several times. Upon each reboot, the logon screen appears and prompts you for a username and password before you can continue working. Kate has gone to another office to continue her work on another computer. How do you proceed? A. Call Kate, ask her for her password, type it in, and continue working on the problem. B. Insist that Kate stay with you and have her type the password each time it is needed. C. Call Kate and have her come in to type the password each time it is needed. D. Have Kate temporarily change her password for you to use as you work; then have her change it back when you are through. 8. You are working in a customer’s home and his five-year-old child continues to scream and kick the back of your chair. What do you do? A. Ignore the child and finish your work as quickly as you can. B. Discipline the child as you see fit. C. Politely ask your client to remove the child from your work area. D. Tell your client you refuse to work under such conditions and leave the premises with the job half done. 9. After replacing a keyboard a user has spilled coffee on for the fifth time, what should you say to the user? A. I can’t guarantee the new keyboard will work if it gets dirty. B. I can’t guarantee the new keyboard will work if you continue to spill coffee on it. C. These keyboards are expensive. Next time we replace one because you spilled coffee, it’s coming out of your paycheck. D. You need to be more careful with your coffee. 10. When is it appropriate to yell at a user? A. When he screws up the second time B. When he interrupts your troubleshooting C. When he screws up the fifth time D. Never 11. What’s the best practice when working inside a system unit removing and installing components? A. Wear an antistatic wrist strap. B. Touch a doorknob to ground yourself before going into the case. C. Place components on the motherboard to keep them grounded. D. Use plastic tools. 12. Which of the following tools would you find in a typical PC tech’s toolkit? (Select two.) A. Phillips-head screwdriver B. Torx wrench C. Hammer D. File 13. What term describes the flow of a static electrical charge from a person to the inside of the PC? A. EMI B. ESD C. HDMI D. TTFN 14. At what point during a repair should you escalate the problem? A. After the user describes the first problem B. As soon as you understand the problem C. As soon as you have a solution D. When you have tried all your theories and still can’t resolve the problem 15. You have been working all afternoon on a user’s workstation and you have finally fixed the user’s problem. What should you do next? A. Tell the user the computer is fixed and leave. B. Invite the user to sit down and use the computer to make sure the problem is completely gone from the user’s perspective. C. Tell the user the machine is fixed, go back to your office, and document the problem. D. As you leave for the tenth time, complain to the user that you are tired of always fixing his computer.
> If a stock heat-sink and fan assembly can’t handle an overclocked CPU, a solution based on _________ might do the trick.
> A CPU with a _________________ can handle RAM directly.
> Divided into L1, L2, and L3, the __________ consists of a small amount of __________ that serves as a holding area. This provides data to the CPU faster than getting it from regular memory or when RAM is unavailable because of refreshes.
> Areas inside the CPU where it temporarily stores internal commands and data while it is processing them are called ____________ .
> Computers use the ___________ numbering system.
> Computers use _____________ for main system memory.
> By lifting the arm on the ________________ you can easily remove a PGA CPU.
> Use of the _________ technology enables a processor to protect certain sections of memory.
> All of the machine language commands that the CPU understands make up the CPU’s ______ .
> On modern versions of Windows, the best file system to choose is ______________ .
> ____________ enables you to set up hard drives, manage devices, test system performance, and much more.
> The __________ enables a tech to perform most of the maintenance, upgrade, and configuration aspects of Windows.
> You can use __________ in Windows 8.1 to access files and folders.
> The _________ utility in Mac OS X enables you to switch easily among applications, windows, and Spaces.
> Move the cursor to the top or bottom right corner of the screen in Windows 8 to access one of the tools called a ________ .
> Windows 8’s tile-based interface is called the Metro/Modern UI or __________ .
> You can access frequently used applications in Mac OS X by clicking their icons on the ________ .
> Computers work through three basic stages, what’s called the ___________ .
> You can access the ___________ tool from the permanent Apple menu to administer a Mac.
> The term _________ refers to the software parts of the operating system with which you can interact.
> Instead of using a FAT, NTFS uses a _________ with a backup copy placed in the middle of the disk for better security.
> Once you have determined the problem with the machine and come up with probable causes, you should __________ .
> A customer complains that he can hear music coming from his computer speakers, even though the computer is not playing any music. This is most likely caused by ______________ .
> To begin troubleshooting a computer problem, start by talking to the customer and allowing the customer to explain the problem fully. Actively listen; then ask follow-up questions. This process is called ______________ .
> A magnetic field interfering with electronics is _______________ .
> You should avoid learning _________to other folks’ computers so you don’t get blamed if something happens to those computers.
> Accomplished computer techs should treat anything said to them as a personal confidence, not to be repeated to coworkers or bosses. A tech brings _________ to the job.
> An effective use of ________________ means clearly stating a problem without accusing the user of creating that problem.
> A few screwdrivers and an antistatic wrist strap should be in your__________.
> Once you have successfully repaired the machine, it is important to _________ with the user that everything is working correctly.
> Always place an expansion card or other computer part into a ___________ when it’s not in use to protect against electrostatic discharge.
> If a file is not stored in contiguous clusters, you can improve hard drive performance by using a tool to __________ the drive.
> A grouping of computers that enables people to share resources is called a(n) __________________.
> Typically, techs who attain CompTIA A+ certification then pursue __________________ to add to their computer credentials.
> You can find the latest information about the CompTIA A+ certification exams here: __________________.
> Persons desiring to work in Windows-based networking should pursue __________________ certification after completing their CompTIA certifications.
> You can use a __________________ when you schedule your exam to save some money.
> The __________________ company administers the CompTIA A+ certification exams.
> A term for a person who builds and maintains computers is __________________.
> A(n) __________________ gives clients and employers a level of confidence that you can do what you say you can do.
> You become CompTIA A+ certified by passing the __________________ and CompTIA A+ 220-902 exams.
> 1. What is the default file system in Windows? A. exFAT B. ext4 C. HFS+ D. NTFS 2. What is the default file system in Mac OS X? A. exFAT B. ext4 C. HFS+ D. NTFS 3. What is the default file system in most current Linux distros? A. exFAT B. ext4 C. HFS+
> 1. Jane replaced two 5400-RPM drives with a pair of 10,000-RPM drives, but now her system crashes under heavy use. What can she do to address this problem? A. Install drive bay fans to cool the new drives. B. Enable AHCI in the CMOS setup utility. C. Ena
> 1. Which of the following ATX12V features was introduced as part of the EPS12V standard? A. The P4 motherboard power connector B. Voltage rails C. The 6-pin AUX connector D. Soft power 2. Which kind of fire extinguisher should you use for computer equip
> 1. Which of the following are part of the ATX form factor? A. Mini-ITX B. macroATX C. microATX D. picoATX 2. Which of the following form factors dominates the PC market? A. AT B. ATX C. Mini-ITX D. Pico-ITX 3. Which of the following slots features seri
> 1. A user calls first thing Monday morning saying she has an error message at boot-up that says her case was opened. She’s looked at the computer, but it seems normal. What does this tell you about her computer? A. Her computer has TPM enabled in the CMO
> 1. How does an NMI manifest on a Mac OS X system? A. Blue Screen of Death B. Pinwheel of death C. Interrupt of death D. NMIs only happen on Windows systems. 2. Silas has an AMD-based motherboard with two sticks of DDR2 RAM installed in two of the three
> 1. What device enables a PC to retrieve a specific row of data from system memory and place it on the external data bus? A. Advanced micro device B. Arithmetic logic unit C. Floating point processor D. Memory controller chip 2. Which of the following st
> 1. What is the standard main screen/user interface used in all versions of Windows? A. Control Panel B. Dock C. Taskbar D. Desktop 2. How do you open an application in Windows? A. Left-click its icon. B. Right-click its icon. C. Left double-click its ic
> 1. Which of the following certifications is the de facto requirement for entrance into the PC industry? A. Certified Cisco Network Associate B. CompTIA A+ C. CompTIA Network+ D. Microsoft Certified Solutions Expert 2. John loves the Internet and wants a
> A _____________ requires exactly two volumes and is extremely fault tolerant.
> The MBR checks the partition table to find the __________ or bootable partition.
> Using the data in Exercise 4, test the hypothesis that the mean number of page views from the two websites is the same. You may assume that the number of page views from each website follows a Normal distribution. a) Calculate the P-value of the statist
> Using the data in Exercise 3, test the hypothesis that the mean age of houses in the two neighborhoods is the same. You may assume that the ages of houses in each neighborhood follow a Normal distribution. a) Calculate the P-value of the statistic knowi
> For the data in Exercise 2, we want to test the null hypothesis that the mean number of page visits is the same for the two websites. Assume that the data come from a population that is Normally distributed. a) Using the values you found in Exercise 2,
> For the data in Exercise 1, we want to test the null hypothesis that the mean age of houses in the two neighborhoods is the same. Assume that the data come from a population that is Normally distributed. a) Using the values you found in Exercise 1, find
> Not happy with the previous results, the analyst in Exercise 2 takes a much larger random sample of customers from each website and records their page views. Here are the data: a) Find the estimated mean difference in page visits between the two websit
> The developer in Exercise 1 hires an assistant to collect a random sample of houses from each neighborhood and finds that the summary statistics for the two neighborhoods look as follows: a) Find the estimated mean age difference between the two neighb
> A market analyst wants to know if the new website he designed is showing increased page views per visit. A customer is randomly sent to one of two different websites, offering the same products, but with different designs. Here are the page views from fi
> Using the summary statistics in Exercise 4, and assuming that the data come from a distribution that is Normally distributed, a) Find a 95% confidence interval for the mean difference in page views from the two websites. b) Why is the confidence interv
> Using the summary statistics in Exercise 3, and assuming that the data come from a distribution that is Normally distributed, a) Find a 95% confidence interval for the mean difference in ages of houses in the two neighborhoods using the df given in Exer
> Using the data in Exercise 2, and assuming that the data come from a distribution that is Normally distributed, a) Find a 95% confidence interval for the mean difference in page views from the two websites. b) Is 0 within the confidence interval? c) W
> Here are data from a small bookstore. The regression line is: The assumptions and conditions for regression are met, and from technology we learn that a) Find the predicted Sales on a day with 12 employees working. b) Find a 95% confidence interval
> A developer wants to know if the houses in two different neighborhoods were built at roughly the same time. She takes a random sample of six houses from each neighborhood and finds their ages from local records. The table shows the data for each sample (
> Suppose that you are testing the hypotheses H0: m = 16 vs. HA: m 6 16. A sample of size 25 results in a sample mean of 16.5 and a standard deviation of 2.0. a) What is the standard error of the mean? b) What is the critical value of t* for a 90% confid
> Suppose that you are testing the hypotheses H0: p = 0.40 vs. HA: p 7 0.40. A sample of size 200 results in a sample proportion of 0.55. a) Construct a 90% confidence interval for p. b) Based on the confidence interval, at a = 0.05 can you reject H0? Ex
> Suppose that you are testing the hypotheses H0: p = 0.20 vs. HA: p 0.20. A sample of size 250 results in a sample proportion of 0.25. a) Construct a 95% confidence interval for p. b) Based on the confidence interval, at a = 0.05 can you reject H0? Ex
> For each of the following situations, find the critical value for z or t. a) H0: m = 105 vs. HA: m 105 at a = 0.05; n = 61. b) H0: p = 0.05 vs. HA: p 7 0.05 at a = 0.05. c) H0: p = 0.6 vs. HA: p 0.6 at a = 0.01. d) H0: p = 0.5 vs. HA: p 6 0.5 at
> For each of the following situations, find the critical value(s) for z or t. a) H0: p = 0.5 vs. HA: p 0.5 at a = 0.05. b) H0: p = 0.4 vs. HA: p 7 0.4 at a = 0.05. c) H0: m = 10 vs. HA: m 10 at a = 0.05; n = 36. d) H0: p = 0.5 vs. HA: p 7 0.5 at a
> Which of the following statements are true? If false, explain briefly. a) It is better to use an alpha level of 0.05 than an alpha level of 0.01. b) If we use an alpha level of 0.01, then a P-value of 0.001 is statistically significant. c) If we use a
> Which of the following statements are true? If false, explain briefly. a) Using an alpha level of 0.05, a P-value of 0.04 results in rejecting the null hypothesis. b) The alpha level depends on the sample size. c) With an alpha level of 0.01, a P-valu
> For each situation below identify the population and the sample and explain what p and p represent and what the value of pn is. Would you trust a confidence interval for the true proportion based on these data? Explain briefly why or why not. a) A marke
> An investment website can tell what devices are used to access the site. The site managers wonder whether they should enhance the facilities for trading via “smartphones” so they want to estimate the proportion of users who access the site that way (even
> Here’s a scatterplot of the % of income spent on food versus household income for respondents to the Cornell National Social Survey: For each of the regression assumptions, state whether it is satisfied, not satisfied, or canâ&#
> In preparing a report on the economy, we need to estimate the percentage of businesses that plan to hire additional employees in the next 60 days. a) How many randomly selected employers must we contact in order to create an estimate in which we are 98%
> Which of the following are true? If false, explain briefly. a) If the null hypothesis is true, you’ll get a high P-value. b) If the null hypothesis is true, a P-value of 0.01 will occur about 1% of the time. c) A P-value of 0.90 means that the null hy
> It’s believed that as many as 25% of adults over age 50 never graduated from high school. We wish to see if this percentage is the same among the 25 to 30 age group. a) How many of this younger age group must we survey in order to estimate the proportio
> A business statistics class conducted a student survey in which 299 students were randomly selected and asked a variety of questions. One of the questions asked “How many friends do you have on Facebook?” To find a con
> The Framingham Heart Study recorded the cholesterol levels of more than 1400 participants in Framingham, MA (Data in Framingham). To find a bootstrap confidence interval for the mean cholesterol, a student took 1000 bootstrap samples, calculated the mean
> For the confidence intervals of Exercise 14, a histogram of the data looks like this: Check the assumptions and conditions for your inference. Exercise 14: For the purchase amounts in Exercise 8: a) Construct a 90% confidence interval for the mean pu
> For the confidence intervals of Exercise 13, a histogram of the data looks like this: Check the assumptions and conditions for your inference. Exercise 13: For the ages in Exercise 7: a) Construct a 95% confidence interval for the mean age of all cus
> A marketing analyst at an Internet book store is testing a new web design which she hopes will increase sales. She wants to randomly send n customers to the new site. She’s hoping for an increase of 10% in sales from the new site. She calculates a power
> Most car engines need at least 87 octane to avoid “knocking” or “pinging,” terms used to describe the preignition that can happen when a fuel’s octane is too low. An engineer is designing an experiment to raise the octane of an ethanol-based fuel. From p
> For each of the following situations, state whether a Type I, a Type II, or neither error has been made. a) A test of H0: m = 25 vs. HA: m 7 25 rejects the null hypothesis. Later it is discovered that m = 24.9. b) A test of H0: p = 0.8 vs. HA: p 6 0.8
> For the data from Exercise 1, which of the following conditions can you check from the scatterplot? Are satisfied? a) Linearity b) Independence c) Equal Spread d) Normal Population Exercise 1: A website that rents movies online recorded the age and the
> For each of the following situations, state whether a Type I, a Type II, or neither error has been made. Explain briefly. a) A bank wants to know if the enrollment on their website is above 30% based on a small sample of customers. They test H0: p = 0.3
> Suppose that you are testing the hypotheses H0: m = 80 vs. HA: m 80. A sample of size 61 results in a sample mean of 75 and a standard deviation of 1.5. a) What is the standard error of the mean? b) What is the critical value of t* for a 95% confiden
> Which of the following are true? If false, explain briefly. a) A P-value of 0.01 means that the null hypothesis is false. b) A P-value of 0.01 means that the null hypothesis has a 0.01 chance of being true. c) A P-value of 0.01 is evidence against the
> Instead of advertising the percentage of customers who improve by at least 10 points, a manager suggests testing whether the mean score improves at all. For each customer they record the difference in score before and after taking the course (After - Bef
> According to the 2010 Census, 11.4% of all housing units in the United States were vacant. A county supervisor wonders if her county is different from this. She randomly selects 850 housing units in her county and finds that 129 of the housing units are
> According to the 2010 Census, 16% of the people in the United States are of Hispanic or Latino origin. One county supervisor believes her county has a different proportion of Hispanic people than the nation as a whole. She looks at their most recent surv
> A test preparation company claims that more than 50% of the students who take their GRE prep course improve their scores by at least 10 points. a) Is the alternative to the null hypothesis more naturally one-sided or two-sided? Explain. b) A test run w
> Better than aspirin again? Referring to the study of Exercise 1: a) Is the alternative to the null hypothesis more naturally one-sided or two-sided? Explain. b) The P-value from a clinical trial testing the hypothesis is 0.0028. What do you conclude?
> As in Exercise 3, for each of the following situations, define the parameter and write the null and alternative hypotheses in terms of parameter values. a) Seat-belt compliance in Massachusetts was 65% in 2008. The state wants to know if it has changed.
> For each of the following situations, define the parameter (proportion or mean) and write the null and alternative hypotheses in terms of parameter values. Example: We want to know if the proportion of up days in the stock market is 50%. Answer: Let p =
> A soap manufacturer tested a standard bar of soap to see how long it would last. A test subject showered with the soap each day for 15 days and recorded the Weight (in grams) of the soap after the shower. The resulting regression computer output looks, i
> A friend of yours claims to be psychic. You are skeptical. To test this you take a stack of 100 playing cards and have your friend try to identify the suit (hearts, diamonds, clubs, or spades), without looking, of course! State the null hypothesis for yo
> Developing a new drug can be an expensive process, resulting in high costs to patients. A pharmaceutical company has developed a new drug to reduce cholesterol, and it will conduct a clinical trial to compare the effectiveness to the most widely used cur
> Occasionally, a report comes out that a drug that cures some disease turns out to have a nasty side effect. For example, some antidepressant drugs may cause suicidal thoughts in younger patients. A researcher wants to study such a drug and look for evide
> The United States Golf Association (USGA) sets performance standards for golf balls. For example, the initial velocity of the ball may not exceed 250 feet per second when measured by an apparatus approved by the USGA. Suppose a manufacturer introduces a
