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This is the essential foundation course for newcomers to PC support & provides students with the necessary training to ensure proficiency in PC installation & troubleshooting skills. It's been developed to produce competent PC support engineers...


 
Course Outline
This course is intended for students wishing to qualify with A+ Certification for PC Support professionals. It is also suitable for students wanting to improve their skills in PC support and administration.This is the essential foundation course for newcomers to PC support and provides students with the necessary training to ensure proficiency in PC installation and troubleshooting skills.The course has been developed to produce competent PC support engineers who are capable of taking and passing CompTIA’s “A+ Certification” exams or other similar qualifications.

Performance Objectives Upon completion of the course, participants will be able to accomplish the following:
  • Identify types and characteristics of PC components, including motherboard, CPU, memory, and storage, input, and output devices
  • Install and configure basic peripheral devices
  • Identify types and characteristics of portable computers
  • Install and configure Microsoft Windows 2000 and Microsoft Windows XP
  • Perform basic PC maintenance and troubleshooting
  • Understand fundamental principles of securing IT systems and working safely
  • Communicate effectively with customers
  • Install and configure print and imaging devices
  • Understand fundamental principles of implementing LANs and internet access
  • Describe PC support industry job roles
  • Perform preventative maintenance using approved tools and products
  • Assemble, disassemble, and upgrade PC and notebook components
  • Configure and update BIOS/CMOS
  • Troubleshoot, optimize, and upgrade hardware
  • Troubleshoot and maintain printers and scanners
  • Manage Windows using command line tools and edit the Registry
  • Use Remote Tools to maintain and troubleshoot systems
  • Use tools to recover or restore a damaged installation
  • Configure and troubleshoot local network and wireless connections
  • Configure and manage users, groups, and shared resources
  • Configure internet connections and browser security options
Course Outline Module 1 - PC Components UNIT 1 - THE VISIBLE PC: Introduction to the PC
Key Functions of a PC
The System Case
I/O Ports and Cables
PS/2 Ports
Parallel Ports
Serial Ports
USB Ports
SCSI
IEEE 1394 (Firewire)
Modem and Network Ports
Audio Ports
Joystick/MIDI Ports
Adding and Removing Peripherals
 
UNIT 2 – MOTHERBOARDS: Motherboard Layout
System Clock
Bus Architecture
Motherboard Components
Expansion Bus and Adapter Cards
Motherboard Form Factors
Power Supply Unit (PSU)
 
UNIT 3 – PROCESSORS: Central Processing Unit (CPU)
Processor Terminology
Multitasking, Multiprocessing, and Multithreading
Intel Processors
AMD Processors
Processor Sockets and Chipsets
 
UNIT 4 – MEMORY: Memory Types
Memory Packaging
Memory Characteristics
 
UNIT 5 - STORAGE DEVICES: Storage Devices
Hard Drives
Installing a Storage
Preparing a Hard Disk
Floppy Drives
Optical Disk Storage
Flash Memory
Tape Drives
 
UNIT 6 - PERIPHERAL DEVICES: PC Display Screens
Video Card
Installing a Video Card and Monitor
TV Tuners
Sound Cards
I/O and Communications Adapters
SUMMARY - PC COMPONENTS
 
Module 2 - Portable Computers UNIT 1 - PORTABLE COMPUTERS: Portable and Desktop Computers
Notebooks
Tablet PC
Personal Digital Assistants (PDAs)
SUMMARY - PORTABLE COMPUTERS 143
 
Module 3 - Operating Systems UNIT 1 - THE WINDOWS OPERATING SYSTEM: Introduction to the Operating System
Microsoft Operating Systems
Overview of Windows 2000
Overview of Windows XP
Workgroups and
Apple Mac OS X
Linux
Novell NetWare

UNIT 2 - INSTALLING AND UPGRADING WINDOWS: Overview of OS Installations
Preparing the Hard Disk
Domain or Workgroup Selection
Installation Methods
Setup Failure and Recovery
Upgrading the OS
Options for Deploying Windows

UNIT 3 - THE WINDOWS BOOT PROCESS: Windows Boot Files
Initial Startup Process
The BOOT.INI File
 
Unit 4 - Managing Windows: Features of the Desktop
Windows Administrative Tools
Changing System Settings
Configuring Hardware
Windows Performance Options
Screen Savers and Power Management
Managing Software
Managing Services
 
Unit 5 - Windows Storage Management: Disk Management
Navigating Windows
Working with Folders
Working with Files
Searching For Files
The Recycle Bin
My Network Places
SUMMARY - Operating Systems

Module 4 - PC Support Unit 1 - Hardware Maintenance and Troubleshooting: Troubleshooting Techniques
Troubleshooting Power Problems
Troubleshooting POST
Troubleshooting Internal Devices
Troubleshooting Peripherals
Notebook Troubleshooting
Preventative Maintenance

Unit 2 - Troubleshooting the Operating System: Error Categories
Advanced Startup Options
Diagnosing Problems
Troubleshooting Applications
Remote Features

Unit 3 – Security: Security Fundamentals
Windows Security Overview
Internet Security
Malware
Data Security

Unit 4 - Safety and Environmental Issues: Health and Safety
Static Electricity and ESD
Materials Handling
Storage of Components for Future Use
Disposal of Consumables and Computer Equipment

Unit 5 - Professionalism and Communication: Customer Service Skills
Basic Approach
Giving Feedback
Communication with a Customer
Professionalism
Handling Customer Complaints
SUMMARY - PC Support
 
Module 5 - Printers and Scanners Unit 1 - Printers and Scanners: The Print Process
Installing and Configuring a Printer
Operating and Troubleshooting Printers
Scanners
Installing and Using a Scanner
SUMMARY - Printers and Scanners

Module 6 - Networking Unit 1 - Network Concepts: What is a Network?
Network Components
Network Topologies
The OSI Model
IEEE 802 Standards
Network Devices
Network Transport Protocols
 
Unit 2 - Implementing a LAN: Uses and Benefits of a LAN
Server and Peer-to-Peer Networks
Network Components
Implementing a LAN
Network Troubleshooting Basics
 
Unit 3 - WAN and Internet Connectivity: Wide Area Networks and the Internet
Accessing the Internet
Cellular Devices
Voice-over-IP
Networking

Module 1 - PC Support Industry Unit 1 - PC Support Industry
Enterprise Technicians
Remote Support
Depot Technicians
Problem Management
Quality Assurance
SUMMARY - PC Support Industry
 
Module 2 - Configuring and Troubleshooting the OS Unit 1 - Using the Command Prompt: Command Prompt and Text Editors
Navigating Directories at the Command Prompt
File Management using a Command Prompt

Unit 2 - System Management Tools: Options for Deploying Windows
Microsoft Management Console
Remote Utilities
Windows Registry

Unit 3 - System Recovery: System Restore
Recovery CD/Partition
Emergency Repair
Data Backup
SUMMARY - Configuring and Troubleshooting the OS
 
Module 3 - Network Support Unit 1 - Connectivity and Client Options: TCP/IP
Configuring Network Properties
Configuring Wireless Connections
Configuring Client Options
 
Unit 2 - Sharing Resources: Local and Domain User Accounts
Creating User Accounts
Planning and Implementing Groups
Setting Share Permissions
Encrypting Files and Folders
Auditing

Unit 3 - Internet Standards and Applications: Overview of the Internet
Internet Services
The World Wide Web
Electronic Mail (Email)
Newsgroups (Usenet)
File Transfer Protocol (FTP)
Telnet
Instant Messaging
Virtual Private Networks
Domain Names
Uniform Resource Indicator
Internet Email Addresses
 
Unit 4 - Configuring Internet Access: Accessing the Internet
Web Browser Security

Unit 5 - Network Maintenance and Troubleshooting: Troubleshooting Networks
Testing TCP/IP
SUMMARY - Network Support
 
Module 4 - PC Maintenance and Troubleshooting Unit 1 - PC Maintenance: Electricity
Maintenance Toolkit
Hazards
Preventative Maintenance
Maintaining Display Devices
Maintaining Disk and Tape Drives
Cleaning Inside the Case
Power Problems
 
Unit 2 - Installing and Removing Hardware: Disassembling a PC
Removing Peripheral Devices
Removing Storage Devices
Reassembling the PC
Adding and Removing Notebook Devices
 
Unit 3 – BIOS: Functions of BIOS
BIOS/CMOS Setup Programs
System Resources
Plug-and-Play
 
Unit 4 - Troubleshooting and Diagnostic Hardware and Software
 
Unit 5 - Maintaining Printers and Scanners: Dot Matrix Printers
Inkjet Printers
Laser Printers
Other Printer Types
Scanners
Installing, Maintaining, and Upgrading Printers and Scanners
Printer Troubleshooting
Configuring and Troubleshooting Scanners
SUMMARY - PC Maintenance and Troubleshooting
Prerequisites & Certificates
Pre-Requisites

Ideally, you should have successfully completed the "PC Fundamentals" course or have some basic experience of using a PC, Windows, and browsing the web. It is recommended that you have the following skills and knowledge before starting this course: * Start the computer and navigate the Desktop * Use Windows Explorer to create directories and subdirectories; and move, copy * or rename files and directories * Use Internet Explorer to view websites * Identify types and characteristics of PC components, including motherboard, CPU, memory, and storage, input, and output devices * Install and configure basic peripheral devices * Identify types and characteristics of portable computers * Install and configure Microsoft Windows 2000 and Microsoft Windows XP * Perform basic PC maintenance and troubleshooting * Understand fundamental principles of securing IT systems and working safely * Communicate effectively with customers * Install and configure print and imaging devices * Understand fundamental principles of implementing LANs and internet access

Certificates offered

We offer the highest quality training with certified instructors, a professional learning environment, and free lunch. Participants will receive a Certificate of completion.


Cancellation Policy
Cancellations less than 2 business weeks before the expected delivery date are eligible for a 50% refund, or a credit voucher will be provided for regularly scheduled courses (choice being that of the registrant). Credit Vouchers are transferable within the same company. Please send your cancellation notice to info@itplanit.com.
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Itplanit Services Corp.
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Here are some reviews of the training vendor.
This course was very, very interesting due to the instructor. He was simple, gave good examples and made a few jokes. Also, being only 5 participants was a bonus for us as we were able to share our experiences in a timely manner.
Reviewed by 2016
I think there is too much material to cover in one session. It's a lot of information to absorb all at once.
Reviewed by 2013
The only thing I would add...if you know you don't have many participants, hands on practice would be great. I would like to have had more time applying what i learned in a diagram. Once I got back to my office...i didn't know how to move a shape and associated text together. I also would like to know where I can see all the shapes offered by visio instead of searching for the shape and not knowing what to call it?
Reviewed by 2013
The instructor was excellent. I was pleasantly surprised by how interesting she made a potentially dry subject appear. Non-stop, great snacks provided all day from ham/egg bagels for breakfast, muffins, Valentines chocolate, chips, popcorn, gumball machine, coffee, juices etc etc. Perfect location for me as it was 2 blocks from my office.
Reviewed by 2013
I had no problem with the instructor's technigues, methods or delivery of the course material. He made what was otherwise fairly dry material as interesting as he possible and augmented it with practical examples that the class could relate to. The training facility and staff were also comendable, however what can't be overlooked is the IT infrastructure. During the exam the problems with latency were so bad that it affected my ability to concentrate on the material. Prior to the exam I completed 2 practice exams on paper in 35 & 37 minutes respectively. Doing the exam online it took over 1.5 hrs because it would take between 30 & 60 sec to refresh the page and show the next question. At times when I attempted to go back and review quesgtions I had marked I found my original answer wasn't recorded & I'd have to answer the question a second time. By the end of 70 min I was so digruntled I couldn't wait to finish regardless of the end result. It may not seem fair to evaluate the favility in this manner, but as a student the outcome is the ultimate measurement of a training favility.
Reviewed by 2013
A very interesting course. Claude Gerin, our instructor, was excellent in making this a very interesting and learning experience. THANKS!
Reviewed by 2012
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