TIA A Core 2 Course Notes

CompTIA A+ Core 2 220-1102 Course Notes
CompTIA Core 2
220-1102
Instructor: Andrew Ramdayal
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CompTIA A+ CORE 1
(220-1102) Exam
• 90-minute time limit
• Maximum of 90 Questions
• Multiple choice
• Pick one or many answers.
• Drag & Drop
• Match objects to a diagram.
• Performance-based
(Simulators)
• These are hands-on troubleshooting
scenarios where you’ll have to
perform a series of steps/commands
• 700 (78%) out of a scale of

100-900
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% of
Domain
Exam
1.0 Operating Systems 31%
2.0 Security 25%
3.0 Software Troubleshooting 22%
4.0 Operational Procedures 22%
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Operating Systems
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1.1
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Operating Systems (OS)

• An operating system(OS) is required to get
any functionality out of a computer system.
• There are many types of OSes, each with their
own features and functions but they all
provide these basics.
• Common Functions
• Interface to interact with the system
• Drivers to communicate to the hardware
• Applications to provide additional functionality
• File Management features to copy, move, and
delete files
• Network Connectivity to connect to local
resources and the internet
• System Security to prevent access from
unauthorized users
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Operating System Types

• Closed Source operating systems
are only available from a single
organization.
• Open-Source operating systems
can be distributed by many
different organizations and the
code can be freely modified.
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Operating System Types
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User Interfaces
• Command Line Interface (CLI):
This kind of OS is controlled by
typing commands into a prompt.
The most commonly known
Command Line OS is DOS and
Cisco’s IOS.
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User Interfaces
• Graphical User Interface (GUI):
• This OS uses graphics.
• provides the icons we click on and
the mouse pointer that lets us
click on them.
• Every version of Windows has a
GUI that we use to interact with it.
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User Interfaces
• Graphical User Interface (GUI):
• This OS uses graphics.
• provides the icons we click on and
the mouse pointer that lets us
click on them.
• Every version of Windows has a
GUI that we use to interact with it.
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Windows 10
• Released in 2015 and will be
supported till 2035
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Windows 10
Editions
• It is essential to pick an edition
of Windows that is appropriate
for the user not just the one
with the most features.
• This minimizes the waste or
system resources and money.
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Windows 10 Editions
Feature Windows 10 Home
Target group Consumer users

Network support Workgroup
NTFS Encryption
Remote Desktop Client only
Hyper-V
BitLocker
Group Policy
Physical CPU Limit 1
RAM Limit 128 GB
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Windows 10 Editions
Feature Windows 10 Pro
Target group Corporate users

Network support Domain and Workgroup
NTFS Encryption
Remote Desktop Client and server
Hyper-V
BitLocker
Group Policy
RAM Limit 2 TB
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Windows 10 Editions
Windows 10 Pro for
Feature
Workstations / Enterprise
Target group Corporate users
Network support Domain and Workgroup
NTFS Encryption
Remote Desktop Client and server
Hyper-V
BitLocker
Group Policy
RAM Limit 6 TB
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Upgrade Installation
(In Place Upgrade)
• Replace Windows but keep all your
data and compatible applications in
place.
• Requirements
• A previous bootable version of
Windows already installed
• Installation media on removable
media or stored locally.
• Upgrade considerations
• Backup files and user preferences
• Application and driver
support/backward compatibility
• Hardware compatibility
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(In Place Upgrade)
• In-place upgrade to Windows 10
• Windows 7
• Windows 8.1 (Upgrade 8.0 to
8.1)
• In-place upgrade to Windows 11
• Windows 10
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(In Place Upgrade)
• Downgrade from a Pro 7 to a
home 10 will result in losing
certain setting.
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1.2
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Navigating Commands
• help : is used to list commands
• dir : list files and folders
• /?: Give help on the command
• cd(chdir) : is used to move from one folder to
another
• md(mkdir) : is used to make new folders
• rd(rmdir) : is used to delete empty folders
• del : is used to delete files
• tree : list files and folder within the current
folder and all sub folders
• Drive navigation inputs: C: or D:
• Winver : Shows what version of windows you
are on
• cls : Clear screen
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Copy Commands
• copy : is used to copy files from
one folder to another
• xcopy : it can copy folders,
subfolders, and all the files with
them
• robocopy : more advanced copy
task than xcopy
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Copy Commands
• copy : is used to copy files from
one folder to another
• xcopy : it can copy folders,
subfolders, and all the files with
them
• robocopy : more advanced copy
task than xcopy
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Networking Commands
• ping: Uses ICMP to return the
status of a unicast.
• ping –n: change the number of
pings sent.
• ping –l: change the size of the ping
packets.
• ping –t: pings continuously
• ping –4: force an IPv4 ping
• ping –6: force an IPv6 ping
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Networking Commands
• ipconfig: Displays interface
configurations.
• ipconfig /all: displays more
detailed information.
• ipconfig /renew: request
configurations from a DHCP server.
• ipconfig /release: removes
configurations obtained through
DHCP.
• ipconfig /displaydns: displays the
local DNS cache.
• ipconfig /flushdns: clears the local
DNS cache.
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Networking Commands
• net use: Used to connect to a
network share
• net use x: \\servername\sharename
• netstat: Displays active network
connections
• netstat –a: displays all connections,
including listening ports
• tracert: Uses ICMP to return a hop
count.
• net user: Used to manage user
accounts
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Networking Commands
• pathping: Performs a ping and a
traceroute at the same time
• nslookup: Identifies the current
DNS server and displays IP
Addresses for a provided name.
• hostname: displays a computer’s
hostname
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Storage Commands
• Chkdsk : scans a disk in hopes of
recovering corrupted files
• chkdsk /f Fixes errors on the disk
• chkdsk /r Fixes errors and Locates
bad sectors
• Format : erases a disk file applying
a file system
• format /fs Specifies the type of the
file system (FAT, FAT32, exFAT, NTFS)
• format d: /fs:ntfs will format the D
drive as ntfs
• format /q Performs a quick format
• format d: /fs:fat32 /q will quick format
the D drive as fat32
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Storage Commands
• Convert : changes FAT/FAT32
filesystem to NTFS without
erasing files
• convert /fs Specifies that the
volume will be converted to NTFS
• Cannot convert NTFS to any other
file system
• Diskpart : is a command line
partition management tool
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Administration
Commands
• sfc is the system file checker used
to repair system files.
• sfc /SCANNOW Scans integrity of all
protected system files and repairs
files.
• sfc /VERIFYONLY Scans system files
but does not repair them.
• shutdown will send a signal to turn
off the sytem
• shutdown /p Turn off the local
computer with no time-out or
warning.
• shutdown /r Full shutdown and
restart the computer.
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Administration
Commands
• Gpupdate : Updates the latest
group policy setting
• Gpresult : shows what group
policy is applied to the computer
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1.3
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Task Manager
• Task Manager
• Processes
• Displays all running processes including
background processes.
• Non-responsive processes can be
closed here.
• Performance
• Displays performance graphs
• Users
• Displays currently logged-in users
• It is possible to log out users in this tab
• Startup
• Disable or enable auto-starting
applications
• taskmgr can be used to launch the
task manager via a run box
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Microsoft Management
console (mmc)
• Microsoft Management Console
• Create a custom toolbox of useful
utilities referred to as “Snap-ins”.
• Snap-ins are other consoles that
are available elsewhere like the
Device Manager or Disk
Management.
• mmc command can be used to
launch the Microsoft Management
Console.
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Useful Snap-in’s
• Event Viewer (eventvwr.msc)
• display logs of timestamped
events which can be used to assist
with troubleshooting.
• Windows Logs
• System: list operating system events
• Security: list security events
• Application: list application events
• Icons
• Red = Error
• Yellow = Warning
• White = Informational
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Useful Snap-in’s
• Disk Management (diskmgmt.msc)
• Manage Disk partitions
• Task Scheduler (taskschd.msc)
• Create and schedule tasks to run
• Device Manager (devmgmt.msc)
• Check, update and install device drivers
• Certificate Manager (certmgr.msc)
• Check and manage certificates installed
on a computer
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Useful Snap-in’s
• Local Users and Groups (lusrmgr.msc)
• Create, change and delete users on local
computer
• Performance Monitor (perfmon.msc)
• Monitor computer performance
• Group Policy Editor (gpedit.msc)
• Edit local group policy
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System Information
• System Information
• View detailed information on
system hardware and software.
• msinfo32 command can be used
to launch the System Information
utility.
• Sections
• Hardware Resources
• Identify hardware conflicts and
addresses
• Components
• Identify driver details and hardware
capabilities
• Software Environment
• Identify software details.
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Additional Tools
• System Configuration
(msconfig.exe)
• General
• Change startup type between Normal,
Selective, or Diagnostic types.
• Boot
• Change multiboot boot order
• Services
• Enable or disable services
• Startup
• Links to the Startup tab in the task
manager
• Tools
• Collection of useful tools
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Additional Tools
• Disk Cleanup (cleanmgr.exe)
• Files in the Recycle Bin
• Temporary Internet files
• Downloaded program files
• Temporary files
• Disk Defragment(dfrgui.exe)
• Optimize and Defragment Drives
(Windows 10)
• Defragmenting (HDD)
• Bits on a hard disk drive are rearranged
so files can be loaded faster.
• Defragging a drive too frequently can
decrease its lifespan.
• Trimming (SSD)
• Makes sure that the NAND memory
chips on an SSD are worn evenly to
maximize the lifespan of the drive.
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Additional Tools
• Registry Editor (regedit.exe)
• a database that stores all the settings and
configurations for Windows and it’s applications.
• The regedit command can be used to launch
the Registry Editor
• Registry Keys
• HKEY_CLASSES_ROOT: Stores file association
information.
• HKEY_USERS: Stores settings that apply to all
users.
• HKEY_CURRENT_USER: Stores settings for the
individual users.
• HKEY_LOCAL_MACHINE: Stores settings for all
devices that have been installed or removed
from the system.
• HKEY_CURRENT_CONFIG: Stores settings for
individual devices when multiple of the same
type of device have been installed.
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1.4
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Windows 10 Control Panel utility

• Internet Options
• Configure default internet browser options
• Devices and Printers
• Add, remove and administrator printers, scanners,
cameras and other devices.
• Programs and Features
• Reinstall, uninstall programs and windows features.
• Network and Sharing Center
• Check and administer NIC
• System
• Check computer specification, rename computer,
join domain or workgroup
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• Windows Defender Firewall
• Check and change firewall setting. Can open ports.
• Mail
• Add, remove, or repair mailboxes. Mostly used by
Microsoft Outlook.
• Sound
• Use to setup speaker or mic’s on a computer.
• User Accounts
• Use to change, add, or remove local user accounts.
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• Device Manager
• Check if devices are functioning correctly. Update or
rollback drivers
• Indexing Options
• Check what is being index on a system
• Administrative Tools
• Set of commonly used utilities to manage the
system
• Ease of Access
• Make the system easier to use for persons with
disabilities
• File Explorer Options
• Show hidden files
• Hide extensions
• General options
• View options
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• Power Options
• Hibernate
• Power plans
• Sleep/suspend
• Standby
• Choose what closing the lid does
• Turn on fast startup
• Universal Serial Bus (USB)
selective suspend
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1.5
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Windows settings
• Time and Language
• Configure time and date, and
language used on the computer.
• Update and Security
• Set when updates will be applied to
the computer.
• Personalization
• Personalization of the system for to
the user likening such as background
• Apps
• Uninstall applications, change
windows defaults, and enable or
disable windows features.
• Privacy
• Set what can be tracked on the
system.
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Windows settings
• System
• Allows you to change display
information, sound, and notification
setting.
• Devices
• Manage Bluetooth, printers, and a
mouse.
• Network and Internet
• Manage and connect new NIC
• Gaming
• Connect Xbox gaming accounts
• Accounts
• Create and link new accounts to the
system
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1.6
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Workgroup vs. Domain

• Workgroup
• Decentralized setup used in SOHO
• Uses local user accounts
• No central server for computer or
user management
• Simple to setup with no additional
server software needed
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• Domain
• Centralized setup used in small-
large businesses
• User accounts are manage on a
central server called domain
controllers
• Computer configuration and
security setting are set on a
central server
• Need to setup a server (Windows
Server), more expensive
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• Shared resources
• Folder or devices shared on a
network
• Printers
• Printers shared on a network
• File servers
• Shares a folder for other
computers to access
• Mapped drives
• Allows a shared folder on another
computer to act as a drive on a
system.
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Firewall Settings
• Firewalls
• Block all incoming traffic
• Allows all outgoing traffic
• Configure and manage with rules
• Will need to make an exception to
allow certain traffic such as ftp
through the firewall
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Client network configuration

• Internet Protocol (IP) addressing scheme
• Assign by the network administrator
• E.g 192.168.10.10
• Domain Name System (DNS) settings
• E.g 1.1.1.1 (cloudflare DNS Server)
• Subnet mask
• E.g 255.255.255.0
• Gateway
• E.g 192.168.10.1
• Static vs. dynamic
• Static is manually typed in by a technician vs.
Dynamic is assign by the DHCP Server.
• If no DHCP is available when selecting dynamic
the cpmptuer will assign APIPA address of
169.254.x.x
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Network connections
• Establish network connections
• Virtual private network (VPN)
• Allows you to access a remote network
over the internet
• Wireless
• Connects to a local network using a
wireless connection
• Wired
• Connects to a local network using an
ethernet cable
• Wireless wide area network
(WWAN)
• Internet access using a wireless
connections. Done by using an adapter
from a mobile cellular network using
technologies such as 4G or 5G.
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Network connections
• Proxy settings
• A server used to control and monitor
internet access
• Configuration is given by the
administrator
• Public network vs. private network
• When connecting to a network you will
select either setting.
• Public will offer more protection while
private will allow shares and discovery of
the computer.
• File Explorer navigation – network
paths
• Allows you to map a network drive from
file explore
• Metered connections and limitations
• Limits the amount of data that can be
sent and receive on an interface
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1.7
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Installing Applications
• 32-Bit vs. 64-Bit Requirements
• 32 bit processors can handle large
amounts of RAM vs. 32-bit.
• 32-bit can use only about 4GB of
RAM
• 64-Bit can use 16 exabytes of
RAM.
• 64-Bit will require a 64-bit
processor and operation system
• Check Windows to check if you are
running a 64-bit OS.
• 64-Bit operating system can run
32-bit application
• 32-bit operating systems cannot
run a 64-bit application
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• Requirements when installing
Applications
• Dedicated graphics card vs.
integrated
• Some application will require more
higher end graphics to run such as
games
• Video random-access memory
(VRAM) requirements
• Memory build into the graphics
cards.
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Applications
• RAM requirements
• Check the RAM requirements before
purchasing the application
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Applications
• Central processing unit (CPU)
requirements
• Check the CPU requirements before
purchasing the application
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Applications
• External hardware tokens
• USB stick used to access the
application.
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• Distribution methods
• Physical media vs. downloadable
• Physical media uses DVD or USB’s.
• Downloadable are EXE files
downloaded from a site
• ISO mountable
• An image of a disk.
• Single file that stores all the
necessary files for the application
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• Considerations for applications
• Impact to device
• Impact to network
• Impact to operation
• Impact to business
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1.8
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Workstations Operating Systems

• Windows 10
• World’s most used desktop operating
systems.
• Used in both businesses and homes
• Linux
• Uses by my power users and servers
• Open Source mostly can be
downloaded for free
• macOS
• Mostly used by home or small
business users
• Chrome OS
• A Linux-based operating system that
uses Chrome as its main interface
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Cell phone/tablet OSs

• iPadOS
• Used on Apple’s Ipad devices
• iOS
• Uses on Apple Iphone’s
• Android
• Uses on other manufacture mobile
devices such as Samsung, Sony, or
Goolge
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Windows File Systems
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Non-Windows File Systems

• macOS File Systems
• HFS+ (Hierarchical File System Plus)
• APFS (Apple File System )
• macOS does support read and write
access to FAT32 and exFAT partitions
but only support read-only access to
NTFS partitions.
• Linux File Systems
• ext3 (Third Extended File System)
• ext4 (Fourth Extended File System)
• Linux can read and write to NTFS,
FAT32, exFAT, and HFS+.
• Optical Disc File Systems
• CDFS (Compact Disc File System)
• UDF (Universal Disc Format)
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File System Compatibility
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Vendor life-cycle limitations

• All operating systems have an
End-of-life (EOL)
• When the manufacture stop
supporting the operating system.
• Windows 7 EOL was 1/14/202
• Windows 10 EOL will be
10/14/2025
• Once it reaches it’s EOL their will
no updates to the OS.
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Concerns
• Compatibility concerns between
Oss
• Application are developed to run
on a specific OS.
• Some application has different
version for Windows or Mac and
some don’t
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1.9
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Installing an OS
• Check the following before
attempting to Install Windows:
• CPU
• RAM
• Storage Requirement
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Installing an OS
• Boot methods
• USB
• OS files stored on a USB Stick
• Optical media
• OS files stored on a DVD or Blue Ray
• Network
• Files are stored on a network server
and download to the compute when
installing. Used on large
deployments.
• WDS (Windows Deployment Service)
running on a Windows Server
• The target computer must support
network booting often noted as PXE
(Preboot Execution Environment).
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Installing an OS
• Boot methods
• Solid-state/flash drives
• OS files stored on a USB Stick
• Internet-based
• Files are downloaded from the
internet when installing.
• Mostly used on linux.
• External/hot-swappable drive
• OS files stored on an external Hard
drive.
• Internal hard drive (partition)
• OS files stored on an internal drive
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Types of installations
• Clean Installation
• This is the most common way to
install Windows onto a single PC.
Requirements
• An empty hard drive
• Bootable installation media
(DVD/USB)
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• Upgrade Installation (In Place
Upgrade)
• This is the easiest option if you just
want to replace Windows but keep all
your data and compatible
applications in place.
• Requirements
• A previous bootable version of
Windows already installed
• Installation media on removable media
or stored locally.
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• Network Install/Deployment (OS
Deployment)
• This is the fastest way to install
Windows on many computers
since you’re doing over the
network.
• Requirements
• WDS (Windows Deployment Service)
running on a Windows Server
• The target computer must support
network booting often noted as PXE
(Preboot Execution Environment).
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• Cloning / Imaging (Ghosting)
• Duplicates the entire software installation
of a system. This includes the operating
system, drivers, applications, and
configurations.
• This can be done by directly connecting a
hard drive or over the network.
• Before you clone the drive, you must run
“SysPrep” to remove security IDs that are
generated for activation purposes.
• Recovery Partition Installation
• Pre-Built systems sold with an operating
system already installed will either
include a recovery partition with the
operating system, drivers, and other
bundled software.
• Repair Installation
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• Cloning / Imaging (Ghosting)
• Duplicates the entire software
installation of a system. This
includes the operating system,
drivers, applications, and
configurations.
• This can be done by directly
connecting a hard drive or over
the network.
• Before you clone the drive, you
must run “SysPrep” to remove
security IDs that are generated for
activation purposes.
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Post-Installation
• Install OS Updates to assure the
system has the latest features and
security updates.
• Upgrade Drivers to manufactures
latest drivers is required.
• Microsoft has greatly improved
relationships with hardware
manufactures so they can deliver
updated drivers.
• Restoring User Data files that are
required for their work from their
older system or a backup.
• Feature updates
• Product life cycle
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Partition Table Formats

• Logical segments of a physical hard
drive.
• Created for data separation.
• MBR (Master Boot Record)
• This is the first sector of a MBR
partitioned drive and contains code
that informs the system about
installed OS.
• Allows for 4 primary partitions.
• Limited to 2.2 TB partitions
• GPT (GUID Partition Table)
• Theoretically allows for unlimited
primary partitions.
• Windows is limited to 128 primary
partitions by design.
• NOT limited to 2.2 TB partitions.
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Partition
• Primary Partitions
• These partition are used to boot an
operating system. If you have multiple
operating systems on one disk they each
will require their own primary partitions.
• Extended Partitions
• These partition are used to overcome the
four primary partition limit.
• A single extended partition can contain
many logical drives, each logical drive
appears as a partition but can not be
used to store the OS.
• Hidden partition
• Often used by OEMs to store system
recovery data (recovery partitions).
• Swap partition
• Used a virtual memory by some
operating systems.
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Drive format
• Full Format
• Runs an additional step that
checks the hard drive for any bad
sectors.
• Quick Format
• Drive is not checked for bad
sectors
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1.10
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Installing Software in macOS

• macOS includes an App Store
which includes free and paid
applications
• Application can be downloaded and
installed from a vendor’s website, but
it is NOT enabled by default
• Must be enabled in system preferences
• .pkg files are compressed files used
to install a macOS application
• .dmg files are Apple Disk Image files
often used to store compressed
software installers
• .app files are installed applications
• Must have an apple ID to setup and
download apps.
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MacOS Best practices

• Backups
• As often as data is changing or as
must as you are will to lose
• Antivirus
• Should have 3rd party antivirus
installed
• Updates/patches
• Install updates as apple releases
them
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System Preferences
• Displays
• Configure display setting such as resolution
or multiple monitors
• Networks
• Set network configuration
• Printers
• Add, manage or remove printers
• Scanners
• Add, manage or remove Scanners
• Privacy
• Manage privacy settings
• Accessibility
• Configure the system for people with
disabilities
• Time Machine
• Backup mechanism of macOS,
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Features
• Multiple desktops
• Use Mission Control to create
additional desktops, called
spaces, to organize the windows
• Mission Control
• View and manage all open
application windows
• Keychain
• Stores your passwords and account
information, and reduces the number
of passwords you have to remember
and manage.
• Spotlight
• Finds items on your Mac, like apps,
files, and emails
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Features
• iCloud
• Backup and synchronize your photos,
files, backups, and more across all your
devices
• Gestures
• Apple trackpad or a Magic Mouse with
your Mac, you can use gestures.
• Click, tap, pinch, and swipe
• Finder
• Default file manager and graphical user
interface shell used on all
• Remote Disc
• Allows the Mac user access to a CD or DVD
disc loaded into a separate computer
• Dock
• Convenient place to access apps and
features that you're likely to use every day
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Features
• Disk Utility
• Can be used to partition and initialize
storage devices.
• It also is used to access First Aid
which can repair permissions and
recover corrupted files.
• FileVault
• disk encryption program
• Terminal
• Unix command line for MacOS
• Force Quit
• Press these three keys together:
Option, Command, and Esc
(Escape) or
• Choose Force Quit from the Apple
menu in the corner of your screen.
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1.11
www.tiaedu.com 96
Installing Software in Linux

• Linux distros include a Package
Manager to install and update
applications.
• Application can also be installed from
other sources like a vendor’s website
• Tools
• Shell/terminal
• Configure the from a command line
• Samba
• Samba is a free software
implementation of the CIFS/SMB
networking protocols that supports
Microsoft Windows Server Domain,
Active Directory and Microsoft
Windows NT domains.
• With Samba, Unix-like OSes can
interoperate with Windows and
provided file and print services to
Windows clients.
www.tiaedu.com 97
Linux Commands
www.tiaedu.com 98
Installing Software in Linux via Command Line

• Advanced Packaging Tool (APT) is a command
line utility used to install, uninstall, and
upgrade applications in Debian-based
distributions like Ubuntu
• apt-get update is used to update the version list
of installed applications.
• apt-get upgrade is used to install the latest
version of installed applications.
• apt-get install is used to install a new application
• apt-get install chromium-browser
• apt-get remove is used to uninstall an
application.
• apt-get remove chromium-browser
• The Yellowdog Updater, Modified (YUM) is a
free and open-source command-line package-
management utility for computers running
RedHat-based distributions like Cent-OS
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Ownership in Linux and macOS

• Linux and macOS both share
origins with another OS known
as Unix, because of this they
have many similarities when it
comes to controlling file access.
• chown is used to change the
owner and group of a file.
• Syntax : chown user:group file
• chown juan:instructors
class_presentation
• This command changes the owner
to juan and the group to instructors.
• chown andrew class_presentation
• This command just changes the
owner to andrew.
www.tiaedu.com 100
Ownership in Linux and macOS

• chmod is used to change the permissions of a file
or folder
• Owner/Group/Everyone
• Owner permissions apply to the original file creator.
• Group permissions apply to the group of accounts that
have been given access.
• Everyone permissions apply to all accounts… everyone
• Read/Write/Execute are the different permissions
that can be granted to a user or a group of users.
• Read (r) +4 permission allows someone to view the
contents of a file.
• Write (w) +2 permission allows someone to save
changes to a file.
• Execute (x) +1 permission allows someone to execute
programs or scripts.
• To assign full permission you assign read + write +
execute or 4 + 2 + 1 = 7
• To assign just read and write you use 4 + 2 = 6.
• chmod 764 class_presentation or chmod
u+rwx,g+rw,a+r class_presentation
• Sets owner to have full permissions, the group to have
read and write, and everyone to have just read.
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Best practices
• Backups
• Antivirus
installed
• Updates/patches
them
www.tiaedu.com 102
Best practices
• Backups
• Antivirus
installed
• Updates/patches
them
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2.0
www.tiaedu.com 104
2.1
www.tiaedu.com 105
Physical security
• Access control vestibule
• Controls access so only one person can
enter at a time
• Prevents tailgating and piggybacking
www.tiaedu.com 106
Physical security
• Badge reader
• are used to read the data from
authentication cards
• RFID cards are commonly used
www.tiaedu.com 107
Physical security
• Video surveillance and
• IP Cameras have replaced the older
analog video surveillance systems
• NVR (Network Video Recorder) is used
to aggregate all the IP camera feeds into
a single interface
• CCTVs are older analog video surveillance
systems
www.tiaedu.com 108
Physical security
• Alarm systems
• Uses sensors to check if door or
windows are open.
• Checks for motion
www.tiaedu.com 109
Physical security
• Motion sensors
• Detects physical movements
• types of motion sensors that are
used frequently:
• Passive Infrared (PIR)
• Microwave
• Dual Tech/Hybrid
www.tiaedu.com 110
Physical security
• Door locks
• Use to lock doors
www.tiaedu.com 111
Physical security
• Equipment locks
• Construction equipment, trailer,
and cargo theft prevention
www.tiaedu.com 112
Physical security
• Guards
• Human security guards
www.tiaedu.com 113
Physical security
• Bollards
• A bollard is a sturdy, short, vertical
post.
• Prevent automotive vehicles from
colliding or crashing into
pedestrians and structures
www.tiaedu.com 114
Physical security
• Fences
• a barrier, railing, or other upright
structure made of any material enclosing
an area of ground to control or prevent
unauthorized access to the front of the
qualified residence.
www.tiaedu.com 115
Physical security for staff

• Key fobs
• Use to enter doors
• Smart cards
• Use cards to enter spaces
• Keys
• Biometrics
• Retina scanner
• Fingerprint scanner
• Palmprint scanner
• Lighting
• Must have adequate lighting to ensure
people are visible to cameras and guards
• Magnetometers
• metal detector is the most-used form
of airport security
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Physical security for staff

• Key fobs
• Use to enter doors
• Smart cards
• Use cards to enter spaces
• Keys
• Biometrics
• Retina scanner
• Fingerprint scanner
• Palmprint scanner
• Lighting
• Must have adequate lighting to ensure
people are visible to cameras and guards
• Magnetometers
• metal detector is the most-used form
of airport security
www.tiaedu.com 117
Logical security
• Principle of least privilege
• Users should only be given access
to the level required for their work
• Access control lists (ACLs)
• List of rules on a device that
defines who can access that
device
www.tiaedu.com 118
Logical security
○Multifactor Authentication (MFA/2FA) requires users to provide 2 or
more types of authentication factors to gain access.
www.tiaedu.com 119
Logical security
• Hard token
• Hardware device used to generate
a number used to login.
• Soft token
• Same as a physical token but just
an app on a mobile phone
www.tiaedu.com 120
Mobile device management (MDM)
www.tiaedu.com 121
Mobile Device Management

• Application management features
are important to allow enterprise
control of applications.
• Content management (sometimes
called MCM, or mobile content
management) ensures secure
access and control of
organizational files including
documents and media on mobile
devices.
• Remote wipe capabilities are used
when a device is lost, stolen, or
when the owner is no longer
employed by the organization.
www.tiaedu.com 122
Mobile Device Management

• Geolocation and geofencing capabilities
allow you to use the location of the
phone to make decisions about its
operation.
• Screen locks, passwords, and pins are all
part of normal device security models to
prevent unauthorized access.
• Biometrics are widely available on
modern devices, with fingerprints and
facial recognition being the most broadly
adopted and deployed.
• Full device encryption (FDE) remains the
best way to ensure that stolen or lost
devices don’t result in a data breach.
• Push notifications may seem like an odd
inclusion here but sending messages to
devices can be useful in several scenarios.
www.tiaedu.com 123
Active Directory
• Domain refers to the entire network under the
control of the domain controller
• The network is identified by its domain name
• Login scripts are used to automate actions when
users log in
• Group Policies can be applied to all users and
devices from the server
• Organizational units are used to group users and
devices to simplify management
• Users are grouped by Role (Sales, HR, Account)
• Home folders are private folders users can use to
store personal files
• Roaming profiles are downloaded to any system
the user logins to and then any changes are
uploaded back to the server when a user logs out
• Folder redirection allows a user’s profile data to be
accessible when they login to a system without the
need to download files. This can speed up the
process of login in and out for large profiles
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2.2
www.tiaedu.com 125
Protocols and encryption

• WPA (Wi-Fi Protected Access) is
more secure than WEP but still
vulnerable
• Users authenticate using an
alphanumeric passphrase (PSK) via
TKIP(Temporal Key Integrity
Protocol)
• Encrypts with RC4 (Rivest Cipher
4)
• It takes about 15 minutes to crack
WPA
www.tiaedu.com 126
Protocols and encryption

• WPA2 (Wi-Fi Protected Access 2)
is more secure than WEP and
WPA
• Users authenticate using an
alphanumeric passphrase (PSK) via
CCMP(Counter mode Cypher block
chaining Message authentication
code Protocol)
• Encrypts with AES (Advance
Encryption Standard)
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Authentication
• Centralized Authentication
Protocols used in businesses to
authenticate users to WIFI, VPN,
and other network resources:
• Remote Authentication Dial-In User
Service (RADIUS)
• Terminal Access Controller Access-
Control System (TACACS+) (Cisco)
• Kerberos
• Used on Windows to authenticate
users in Active directory
• Multifactor
• Combine multiple methods to
increase security of loggin.
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2.3
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Malware
• Viruses
• Malware that can self-copy and self-
replicate but requires human interaction
to spread
• Virus Types
• Memory resident viruses, remain in
memory while running
• Boot sector viruses, reside in the first
sector of storage media, which stores boot
data
• Macro viruses, take advantage of
automation features in productivity
software and spread through files
associated with them.
• Email viruses, spread either as attachments
or scripts that are part of the email.
• Worms
• Malware that can spread without human
interaction.
• Worms can spread from one device in a
network to another
www.tiaedu.com 130
Malware
• Ransomware
• A kind of malware that encrypts a
victim's data and holds the
decryption key for ransom
• An effective backup system that
stores data offline.
• Air gapped data is data that is NOT
connected (offline)
• Cryptominers
• Uses a victim's system to mine for
cryptocurrency without their
permissions
• Doesn’t get aggressive to avoid
detection
www.tiaedu.com 131
Malware
• Trojans
• A type of malware that is typically
disguised as legitimate software.
Software should only be installed
from trusted sources.
• Rootkits
• Allows an attacker to execute
commands at an elevated privilege
• The best ways to prevent rootkits are
normal security practices, including
patching, using secure configurations,
and ensuring that privilege
management is used.
• Tools like secure boot and techniques
that can validate the integrity of live
systems and files can help prevent
rootkits from being successfully
installed or remaining resident.
www.tiaedu.com 132
Malware
• Spyware
• Obtains information about an
individual, organization, or system
and then sends it to a malicious actor.
• Spyware is most frequently combated
using anti-malware tools
• User awareness training can help
prevent the installation of spyware
that is included in trojans
• Keyloggers
• Are programs that capture keystrokes
usually to steal personal data like
passwords and financial information
• Antimalware tools should be able to
detect know keylogger malware
www.tiaedu.com 133
Prevent Malware
• Recovery mode
• Microsoft Windows Recovery
Environment (Windows RE) is a
simplified, scaled-back version of
the Windows operating system.
• OS reinstallation
• Reinstalls the OS completely
• This will remove all malware but
you will lose all files and settings
www.tiaedu.com 134
Prevent Malware
• Use software to detect, clean
and prevent malware:
• Antivirus
• Anti-malware
• Must be kept updated with new
signature
• Software firewalls
• Windows Defender Firewalls can
prevent worms or virus from
entering open ports on a
computer.
www.tiaedu.com 135
Prevent Malware
• User Training
• Anti-phishing training
• User education regarding
• common threats
• Can be done to large groups or
one-on-one
• Can use video or live training
www.tiaedu.com 136
2.4
www.tiaedu.com 137
Social Engineering
• Uses social tactics to trick users
into giving up information or
performing actions they
wouldn’t usually take.
• Social engineering attacks can
occur in person, over the phone,
while browsing the net, or via
email.
• Social engineers take advantage of
normal social behaviors and trust
www.tiaedu.com 138
Social Engineering
• Phishing is the practice of sending emails
to users with the purpose of tricking
them into revealing personal information
or performing a compromising action.
• Phishing does NOT target a specific group
or user which can make it easier to detect
• Spear Phishing targets specific groups of
users.
• More dangerous than standard phishing as the
attack can be highly customized
• Whaling targets high-level executives.
• The individuals being targeted generally have
access to very sensitive data
• Vishing is a form of phishing that uses
voice.
• Always verify the identity and contact
information of any caller
• Caller-ID is NOT reliable as it can be spoofed
• Smishing uses SMS (text) messages
• Includes instant messaging and social
messages
www.tiaedu.com 139
Social Engineering
• In-Person techniques
• Dumpster diving is when a threat
actor searches through trash
looking for information. Shredding
or burning documents mitigates
this threat.
• Shoulder Surfing is looking over
someone’s shoulder either in
person or with a camera in hopes
of viewing sensitive information.
• Tailgating is the practice of one
person following closely behind
another to enter a secure area
without showing credentials.
www.tiaedu.com 140
Social Engineering
• Impersonation
• Pretends to be someone else
• Usually they impersonate tech
support personal or company
executives
• Evil Twin
• Fraudulent Wi-Fi access point that
appears to be legitimate but is set up
to eavesdrop on wireless
communications.
• The evil twin is the wireless LAN
equivalent of the phishing scam.
• This type of attack may be used to
steal the passwords of unsuspecting
users, either by monitoring their
connections or by phishing, which
involves setting up a fraudulent web
site and luring people there.
www.tiaedu.com 141
Threats
• DoS (Denial of Service) is an
attack that sends a large number
of packets in hopes of
overwhelming a system so it can
no longer provide its service. A
DoS is one to one attack.
• Ping of Death when large
fragmented ICMP is used to
overwhelm a host.
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Threats
• DDoS (Distributed Denial of Service)
is just like a DoS except there are
many attackers and one victim. A
traffic spike is usually the sign that a
network is undergoing a DDoS attack.
• Botnet: Network of victim computers
under the control of the attacker.
• This network is usually made of malware
victims (Trojans) that are unaware that
their systems are part of an attack.
• Coordinated Attack: A command and
control server is used to command a
Botnet to coordinate the DDoS attack.
• Friendly/Unintentional DoS: Sometimes
users may bring down service just by
sharing a link on social media. If the link
goes viral and the server can’t handle the
load, it will come down.
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Threats
• Zero-day Attack
• A zero-day is a vulnerability being
exploited out in the wild but there is
no known fix for
• Spoofing
• Spoofing is a technique an attacker
uses to hide their identity
• ARP Spoofing
• Attacker spoofs the IP to MAC mapping
usually to perform a man-in-the-
middle attack
• IP Spoofing
• Attackers impersonate a device by IP
address
• Email Spoofing
• Attackers send email messages using
email addresses that a target might
trust
www.tiaedu.com 144
Threats
• On-Path Attack (aka Man-in-
the-Middle Attack)
• Network traffic is intercepted
• DNS Poisoning
• False DNS information
• ARP Spoofing
• Attacker spoofs the IP to MAC mapping
usually to perform a man-in-the-middle attack
www.tiaedu.com 145
Threats
• Brute-Force attacks attempt to
defeat a password using
automated random guessing
• Long and complex passwords will
increase the amount of time it will
take the attacker to guess the
password
• Can be prevented by limiting the
number of consecutive attempts
• Can always succeed given enough
time
• Dictionary attacks use a list of
known passwords
• Not using common words and
phrases will make this attack more
difficult
• Avoid reusing passwords to limit the
effectiveness of this attack
www.tiaedu.com 146
Threats
• Insider Threat
• An insider threat is a trusted person
(employee, contractor, partner) who
commits a malicious act
• Cross-Site Scripting (XSS)
• An attacker injects malicious code
into a website through an insecure
form
• SQL Injection Attacks
• An attacker compromises a SQL
database usually through cross-site
scripting
• Structured Query Language (SQL) is
used to create, store, and retrieve
information from a database
www.tiaedu.com 147
Vulnerabilities
• Non-compliant systems
• Unpatched systems
• Unprotected systems
• missing antivirus/missing firewall
• EOL OSs
• Bring your own device (BYOD)
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2.5
www.tiaedu.com 149
Windows OS Security Setting

• Defender Antivirus
• Activate/deactivate
• Updated definitions
• Firewall
• Activate/deactivate
• Port security
• Application security
• Users and groups
• Local vs. Microsoft account
• Standard account
• Administrator
• Guest user
• Power user
www.tiaedu.com 150
Windows OS Security Setting

• Login OS options
• Username and password
• Personal identification number
• (PIN)
• Fingerprint
• Facial recognition
• Single sign-on (SSO)
www.tiaedu.com 151
NTFS vs. Share Permissions

• Permissions can be set on a
folder using both NTFS and
sharing option
• The most restrictive will apply
• Inheritance
• Files and folders will inherit it’s
permission from a parent folder
www.tiaedu.com 152
Opening Apps
• Run as administrator vs.
standard user
• Certain applications will require an
admin login
• User Account Control (UAC)
www.tiaedu.com 153
Encryption Setting
• BitLocker
• Full volume encryption feature
included with Microsoft Windows
• Protect data by providing
encryption for entire volumes.
• BitLocker To Go
• Drive Encryption on removable data
drives
• Encrypting File System (EFS)
• Provides filesystem-level
encryption.
• Enables files to be transparently
encrypted to protect confidential
data from attackers with physical
access to the computer
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2.6
www.tiaedu.com 155
Workstation Security
• Data-at-rest encryption
• Use bitlocker or EFS to encrypt
data stored on the computer
• Password best practices
• Complexity requirements
• Length – 8-10 Min
• Character types – Mix of all character
on keyboard
• Expiration requirements
• Should expire every 60-90 days
• Should set a BIOS or UEFI
Password
• This must be entered before
windows boot.
www.tiaedu.com 156
• End-user best practices
• Use screensaver locks
• Log off when not in use
• Secure/protect critical hardware
• (e.g., laptops)
• Secure personally identifiable
information (PII) and passwords
• Disable AutoRun and AutoPlay
www.tiaedu.com 157
• Account management
• Restrict user permissions
• Give Min permission to do the job
• No one should have an admin
account
• Restrict login times
• Should only be able to login during
work hours
• Disable guest account
• Use failed attempts lockout
• Use timeout/screen lock
• Change default administrator’s
user account/password
www.tiaedu.com 158
2.7
www.tiaedu.com 159
Mobile Device Security

• Screen locks
• Facial recognition
• PIN codes
• Fingerprint
• Pattern
• Swipe
• Remote wipes
• If lost, can remotely wipe the
device
• Locator applications
• Able to find the device if lost
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• OS updates
• Keep the device updated with the latest
updates from the manufacture
• Device encryption
• Full disk encryption
• Most newer phones has this on by default
• Remote backup applications
• Ability to remotely backup data on the
device
• Failed login attempts restrictions
• If the passcode is entered to many times
wrong the device will lock or be wipe
• Antivirus/anti-malware
• Generally 3rd party software to prevent or
clean malware
• Firewalls
• Helps to protect worms or virus from
entering the device
www.tiaedu.com 161

• Policies and procedures
• BYOD vs. corporate owned
• Profile security requirements
• Internet of Things (IoT)
• All device connected to the
internet.
• Change default passwords
• Keep updated
www.tiaedu.com 162
2.8
www.tiaedu.com 163
Data Destruction
• Physical destruction
• Drilling
• Using a drill to break the platter in
the drive
• Shredding
• Uses a device to physically shred the
drives into small pieces
• Degaussing
• Using a large magnetic to remove
data from the disk
• Incinerating
• Melts the drive
www.tiaedu.com 164
Data Destruction
• Recycling or repurposing best
practices
• Erasing/wiping
• Low-level formatting
• Standard formatting
• Outsourcing concepts
• Third-party vendor
• Certification of
destruction/recycling
www.tiaedu.com 165
2.9
www.tiaedu.com 166
SOHO Network Security

• Home router settings
• Change default passwords
• IP filtering and Content Filtering
• Filter unwanted content from IP
Address or sites
• Firmware updates
• Should be kept updated since newer
firmware will include security
updates
• Physical placement/secure
locations
• Should be stored in a secured
location to ensure no authorized
physical access to the device
www.tiaedu.com 167

• Home router settings
• Dynamic Host Configuration Protocol
(DHCP) reservations
• To ensure a certain device such as a
printer always receive a set IP Address
• Static wide-area network (WAN) IP
• If your ISP gives you a static IP address
it will have to be configured on the
router
• Universal Plug and Play (UPnP)
• Enables apps and devices to
automatically open and close ports to
connect with the LAN network
• Screened subnet
• A demilitarized zone where companies
store publicly accessible servers such
as a web server
www.tiaedu.com 168

• Screened subnet
• A demilitarized zone where
companies store publicly accessible
servers such as a web server
www.tiaedu.com 169

• Wireless specific
• Changing the service set identifier
(SSID)
• Disabling SSID broadcast
• Encryption settings
• Disabling guest access
• Changing channels
www.tiaedu.com 170

• Firewall settings
• Disabling unused ports
• Port forwarding/mapping
• Enable remote access to applications
or server from outside the network
www.tiaedu.com 171
2.10
www.tiaedu.com 172
Browsers Security
• Browser download/installation
• Trusted sources
• Hashing
• Untrusted sources
• Extensions and plug-ins
• Trusted sources
• Untrusted sources
• Password managers
• Secure connections/sites –valid
certificates
www.tiaedu.com 173
Browsers Security
• Settings
• Pop-up blocker
• Clearing browsing data
• Clearing cache
• Private-browsing mode
• Sign-in/browser data
synchronization
• Ad blockers
www.tiaedu.com 174
3.0
www.tiaedu.com 175
3.1
www.tiaedu.com 176
Common troubleshooting steps

• Reboot
• Restart services
• Uninstall/reinstall/update
applications
• Add resources
• Verify requirements
• System file check
• Repair Windows
• Restore
• Reimage
• Roll back updates
• Rebuild Windows profiles
www.tiaedu.com 177
Tools to Fix Windows

• Windows Repair
• Windows Recovery environment
• Windows Reset
• Reinstalls Windows but allows you
to keep your files
• System Restore
• Allows the system to restore back
to a date
• Safe Mode
• Boot’s the system with minimum
drivers and software to check the
operating system
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• Reboot
• Easiest and faster way to fix simple
issue
• May work for frozen OS or
application
• Restart services
• Will refresh the entire service
• May work for a service that is not
functioning or has failed
• Can be done from the
services.msc
www.tiaedu.com 179

• Uninstall/reinstall/update
applications
• Best uninstall the application
completely then reinstall
• This will fix most issues with an
application
• Application data files might not be
lost
• Might lost application setting
• Can be done from the control
panel or Apps from setting
www.tiaedu.com 180

• Verify requirements
• Before installing any OS or
application ensure the system
meets the minimum
requirements.
• Many applications and OS has a
minimum amount of RAM, Disk
Space and CPU requirements
www.tiaedu.com 181

• System file check
• Allows users to scan for and
restore corrupted Windows
system files
• Use the SFC command
• sfc /scannow
• Scans all system files and replaces
corrupted or incorrect files.
www.tiaedu.com 182

• Reimage
• Uses an imaging software to
create an image
• When issues occur, the system will
be reimage
www.tiaedu.com 183

• Roll back updates
• If updates causes errors, then you
can remove the update if needed
www.tiaedu.com 184

• Rebuild Windows profiles
• Builds a new windows profile for
the users
• This can resolve any issues with
the user application or
configuration
www.tiaedu.com 185
Common Windows OS Problems

• Blue screen of death (BSOD)
• Windows Issues
• Corrupt OS files or drivers
• Hardware failure such as RAM
• Application error
www.tiaedu.com 186

• Sluggish performance
• Computer running slow
• Check you have minimum amount
of resources
• Check task manager for how much
resources is being used by
applications
• Reinstall application or add more
RAM, SSD, or faster processor
• Reinstall OS as last option
www.tiaedu.com 187

• Frequent shutdowns
• Windows Issues
• Corrupt OS files or drivers
• Hardware failure
• RAM failure
• Cooling issues (Fans not working)
www.tiaedu.com 188

• Services not starting
• Issues with the service itself
• Best to reinstall the application
that installed the service
• Use system restore and restore to
point when it was working
www.tiaedu.com 189

• Applications crashing
• Check if any application setting
has recently change
• Backup the application data and
reinstall the application
• Use system restore and restore to
point when it was working
www.tiaedu.com 190

• Low memory warnings
• Not enough RAM to run the
application
• Check task manager to see what
application is using how much
memory
• Add more RAM, that way you use
less page memory
www.tiaedu.com 191

• USB controller resource
warnings
• May happen if too many devices
are connect to a USB Bus
• Plug some devices into USB 2.0 ports
• Reinstall the USB host controller
driver
www.tiaedu.com 192

• System instability
• System crashing, slow, or error
• Could be caused by corruption in
Windows OS files
• Use SFC /scannow
www.tiaedu.com 193

• No OS found
• Boot loader for Windows is
corrupt or cannot be found
• Check if your booting to correct
drive
• Check if there is something plug
into a boot drive that is set in the
bios
• Use startup repair
• Use the command below to
rebuild the Windows Boot
Configuration database
• Bootrec /rebuildbcd
www.tiaedu.com 194

• Slow profile load
• When using logs in, it can take
very long for the desktop to load
• Check what application are
starting up
• If it is a roaming profile
• Check to ensure you have enough
bandwidth to load the profile
www.tiaedu.com 195

• Time drift
• Date and time maybe off
• Set the computer to update the
time and date automatically
www.tiaedu.com 196
3.2
www.tiaedu.com 197
Computer (PC) Security Issues

• Unable to access the network
• Can be malware is slowing down
the system
• False alerts regarding antivirus
protection
• Says no antivirus is installed or
expired.
• Says your computer is infected and
needs to download a false
antivirus
www.tiaedu.com 198
Computer (PC) Security Issues

• Altered system or personal files
• Missing/renamed files
• Typical for malware to rename
files or altered them
• Unwanted notifications within
the OS
• Might get notification the OS is
not functioning correctly
• OS update failures
• Computer cannot be updated
• Random/frequent pop-ups
• Pop-ups from websites or from
malware on your computer
www.tiaedu.com 199
Browser-related symptoms
• Certificate warnings
• Certificate from site is expired or
not trusted
• Don’t visit site that gives this error
• Redirection
• Going to bad website it will
redirect you to another site that
has malware
www.tiaedu.com 200
3.3
www.tiaedu.com 201
Procedures for Malware Removal

1. Investigate and verify malware
symptoms
• Pop-up
• Message asking for money
• Not booting
• Slow
• Applications not working
www.tiaedu.com 202

2. Quarantine infected systems
• Remove the system off the network
• Disconnect the NIC or disable the wifi
card.
www.tiaedu.com 203

2. Quarantine infected systems
• Remove the system off the network
• Disconnect the NIC or disable the wifi card.
3. Disable System Restore in Windows
4. Remediate infected systems
a. Update anti-malware software
b. Scanning and removal techniques (e.g., safe
mode, preinstallation environment)
5. Schedule scans and run updates
6. Enable System Restore and create a
restore point in Windows
7. Educate the end user
www.tiaedu.com 204
3.4
www.tiaedu.com 205
Mobile OS and Application Issues

• Application fails to launch
• Uninstall and reinstall App
• Application fails to close/crashes
• Application fails to update
• Slow to respond
• Update device
• Remove apps that could be consuming
the resources
• OS fails to update
• Check OS setting
• Factory reset
www.tiaedu.com 206

• Battery life issues
• Applications running in the
background
• Stop them from running
• Running the phone in high
performance mode
• Randomly reboots
• Corruptions of the OS or getting
too hot
www.tiaedu.com 207

• Connectivity issues (ensure it is
enable)
• Bluetooth
• Disconnect and reconnect device
• Ensure within range
• WiFi
• Disconnect and reconnect device
• Near-field communication (NFC)
• AirDrop
• Screen does not autorotate

• Ensure phone is set to rotate
• Accelerometer is faulty
www.tiaedu.com 208
3.5
www.tiaedu.com 209
Mobile OS and Application Security Issues

• Security concerns
• Android package (APK) source
• Developer mode
• Root access/jailbreak
• Bootleg/malicious application
• Application spoofing
www.tiaedu.com 210
Mobile OS and Application Security Issues

• Common symptoms
• High network traffic
• Sluggish response time
• Data-usage limit notification
• Limited Internet connectivity
• No Internet connectivity
• High number of ads
• Fake security warnings
• Unexpected application behavior
• Leaked personal files/data
www.tiaedu.com 211
4.0
www.tiaedu.com 212
4.1
www.tiaedu.com 213
Documentation and Support Systems

• Ticketing systems
Solarwinds Ticketing System Software
www.tiaedu.com 214
Documentation and Support Systems

• Ticketing systems
• User information
• Device information
• Description of problems
• Categories
• Severity
• Escalation levels
• Clear, concise written
communication
• Problem description
• Progress notes
• Problem resolution
www.tiaedu.com 215
Asset management
• Asset management
• Inventory lists
• Database system
• Asset tags and IDs
• Procurement life cycle
• Warranty and licensing
• Assigned users
www.tiaedu.com 216
Asset management
• Asset management
• Barcodes can make it easier to
track items, like how retailers
maintain their inventory
• Asset Tags can be used to track
misplaced devices by using RFID
(radio frequency identification)
www.tiaedu.com 217
Types of documents
• Acceptable use policies (AUP) define
how the employees are allowed to use
the services they have access to.
• Regulatory compliance requirements
• Will influence how an organization has to
operate which means IT must also follow
the rules of the regulatory bodies
• Splash screens
• Incident Documentation helps create
documentation of what kind of issues
are occurring and how they were
handled.
www.tiaedu.com 218
Types of documents
• Standard operating procedures (SOP)
provide a series of steps to accomplish
a certain task
• Procedures for custom installation of
software package
• New-user setup checklist
• End-user termination checklist
www.tiaedu.com 219
Network topology diagram

• Diagrams are used to build the
network and it becomes a reference
for troubleshoot network issues.
www.tiaedu.com 220
4.2
www.tiaedu.com 221
Change Management
• Documented business processes
• Rollback plan
• Sandbox testing
• Responsible staff member
www.tiaedu.com 222
Change Management
• Change management
• Request forms
• Purpose of the change
• Scope of the change
• Date and time of the change
• Affected systems/impact
• Risk analysis
• Risk level
• Change board approvals
• End-user acceptance
www.tiaedu.com 223
4.3
www.tiaedu.com 224
Backups and Recovery

• Creating a backup is the standard
operating procedure when
working with valuable data.
• Archive bit
• Show if the file has change
• Backup testing
• Frequency
www.tiaedu.com 225

• Backup rotation schemes
• On site vs. off site
• 3-2-1 backup rule
• There should be 3 copies of data; On
2 different media; With 1 copy being
off-site.
• Grandfather-father-son (GFS)
www.tiaedu.com 226

• Full
• All files are backup
• Incremental
• Only files that has change since the
last backup, clears the archive bit
• Differential
• Only files that has change since the
last full backup, doesn’t clear the
archive bit
• Synthetic
• A combo backup that takes a full
backup and incremental or
differential backup to make
another full backup.
www.tiaedu.com 227
Full Backup contains all new and old files
www.tiaedu.com 228
4.4
www.tiaedu.com 229
Safety Procedures
• Electrostatic discharge (ESD) is
when you discharge the static
electricity that naturally builds up
in body onto and electronic
component. This can be very
harmful to the component and
can damage it beyond repair.
www.tiaedu.com 230
Safety Procedures
• Anti-Static Protection Methods
www.tiaedu.com 231
Safety Procedures
www.tiaedu.com 232
Safety Procedures
www.tiaedu.com 233
Safety Procedures
• Personal safety
• Disconnect power before
repairing PC
• Lifting techniques
• Electrical fire safety
• Safety goggles
• Air filtration mask
www.tiaedu.com 234
4.5
www.tiaedu.com 235
Environmental Controls
• Material safety data sheet
(MSDS)/documentation for handling and
disposal
• Proper battery disposal
• Proper toner disposal
• Proper disposal of other devices and assets
www.tiaedu.com 236
www.tiaedu.com 237
• Temperature, humidity-level
awareness, and proper
ventilation
• Location/equipment placement
• Dust cleanup
• Compressed air/vacuums
www.tiaedu.com 238
• Power surges, under-voltage
events, and power failures
• Battery backup
• Surge suppressor
www.tiaedu.com 239
4.6
www.tiaedu.com 240
Incident response
• Chain of custody
• Is the chronological documentation or
paper trail that records the sequence of
custody, control, transfer, analysis, and
disposition of materials, including physical
or electronic evidence.
• Inform management/law enforcement
as necessary
• Copy of drive (data integrity and
preservation)
• Bit by bit copy
• Documentation of incident
• Information about the incident
www.tiaedu.com 241
Licensing
• Licensing/digital rights management
(DRM)/end-user license agreement
(EULA)
• Valid licenses
• Non-expired licenses
• Personal use license vs. corporate use
license
• Open-source license
www.tiaedu.com 242
Regulations
• Regulated data
• Credit card transactions
• Payment Card Industry Data Security Standard
is an information security standard for
organizations that handle branded credit cards
from the major card schemes.
• Personal government-issued information
• PII (personally Identifiable Information)
• Personal information about you
• Address, credit number, social security
numbers
• General Data Protection Regulation (GDPR) is a
regulation in EU law on data protection and
privacy in the European Union and the
European Economic Area
www.tiaedu.com 243
Regulations
• Healthcare data
• Medicine you take and/or disease
• Health Insurance Portability and
Accountability Act (HIPAA)
• healthcare information, stipulates
how personally identifiable
information maintained by the
healthcare and healthcare
insurance industries should be
protected
• Data retention requirements
• How long to hold the data, usually
define by law
www.tiaedu.com 244
4.7
www.tiaedu.com 245
Professionalism
• Professional appearance and
attire
• Match the required attire of the given
environment
• Formal
• Business casual
• Use proper language and avoid
jargon, acronyms, and slang, when
applicable
• Maintain a positive
attitude/project confidence
• Actively listen, take notes, and
avoid interrupting the customer
www.tiaedu.com 246
Professionalism
• 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
• Personal interruptions
www.tiaedu.com 247
Difficult Customers
• Dealing with difficult customers or
situations
• Do not argue with customers or be
defensive
• Avoid dismissing customer 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 experience via social
media outlets
www.tiaedu.com 248
Difficult Customers
• Set and meet
expectations/timeline and
communicate status with the
customer
• Offer repair/replacement options, as
needed
• 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.
www.tiaedu.com 249
4.8
www.tiaedu.com 250
Cases for Scripting

• Basic automation
• Restarting machines
• Remapping network drives
• Installation of applications
• Automated backups
• Gathering of information/data
• Initiating updates
• Other considerations when using scripts
• Unintentionally introducing malware
• Inadvertently changing system settings
• Browser or system crashes due to
mishandling of resources
www.tiaedu.com 251
Script Types and Languages
www.tiaedu.com 252
4.9
www.tiaedu.com 253
Remote Access Technologies

• VPN(Virtual Private Network) creates a
secure tunnel to a private network over
the internet
• Required to access resources in a LAN over the
Internet
• Various protocols can be used; PPTP, L2TP,
IPSec, OpenVPN, SSL-VPN
• RDP(Remote Desktop Protocol) used to
connect to a Windows desktop over the
network
• A VPN connection should always be used
• Never expose port 3389 to the public Internet
www.tiaedu.com 254

• Virtual network computer (VNC) is like
RDP but multiplatform
• Local screen will still be visible
• Useful to demonstrate something to a user
• Can potentially reveal confidential data
• Available on Windows, Linux, or macOS
• Secure Shell (SSH) provides a secure
command line to a remote system
• Remote monitoring and management
(RMM).
• Locally installed agents that can be accessed by
a management service provider
• Microsoft Remote Assistance (MSRA).
• A feature that allows a user to view or control a

remote Windows computer over a network or
the Internet to resolve issues without directly
touching the unit
www.tiaedu.com 255

• Third-party tools
• Screen-sharing software
• Video-conferencing software
• File transfer software
• Desktop management software
• Security considerations of each access
method
www.tiaedu.com 256

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What are the different types of operating systems discussed?

What are the different types of operating systems discussed?

What are the common functions of an operating system?

What are the common functions of an operating system?

CompTIA A+ Core 2 220-1102 Course Notes

• 700 (78%) out of a scale of

1.0 Operating Systems 31%

2.0 Security 25%

3.0 Software Troubleshooting 22%

4.0 Operational Procedures 22%

Operating Systems (OS)

Operating System Types

Operating System Types

Target group Consumer users

Target group Corporate users

Windows 10 Control Panel utility

Windows 10 Control Panel utility

Windows 10 Control Panel utility

Windows 10 Control Panel utility

Workgroup vs. Domain

Workgroup vs. Domain

Workgroup vs. Domain

Client network configuration

Workstations Operating Systems

Cell phone/tablet OSs

Windows File Systems

Non-Windows File Systems

File System Compatibility

Vendor life-cycle limitations

Partition Table Formats

Installing Software in macOS

MacOS Best practices

Installing Software in Linux

Installing Software in Linux via Command Line

Ownership in Linux and macOS

Ownership in Linux and macOS

Physical security for staff

Physical security for staff

Mobile device management (MDM)

Mobile Device Management

Mobile Device Management

Protocols and encryption

Protocols and encryption

Windows OS Security Setting

Windows OS Security Setting

NTFS vs. Share Permissions

Mobile Device Security

Mobile Device Security

Mobile Device Security

SOHO Network Security

SOHO Network Security

SOHO Network Security

SOHO Network Security

SOHO Network Security

Common troubleshooting steps

Tools to Fix Windows

Common troubleshooting steps

Common troubleshooting steps