Introduction xxiii Part I Domain 1.0: Operating Systems 1 Chapter 1 Microsoft Windows Editions 3 Windows 10 Editions 3 Feature Differences Between Editions 7 Upgrade Paths 12 Chapter 2 Microsoft Command- Line Tools 17 Navigation 17 Command- Line Tools 20 Chapter 3 Windows 10 Operating System Tools 37 Task Manager 38 Microsoft Management Console (MMC) Snap- In 42 Additional Tools 51 Chapter 4 Windows 10 Control Panel 59 Control Panel Overview 60 Opening Control Panel 60 Internet Options 61 Devices and Printers 62 Programs and Features 63 Network and Sharing Center 64 System 64 Windows Defender Firewall 65 Mail 65 Sound 67 User Accounts 69 Device Manager 69 Indexing Options 71 Administrative Tools 72 File Explorer Options 73 Power Options 78 Ease of Access 80 Chapter 5 Windows Settings 85 Accessing Settings 86 Time & Language 87 Update & Security 88 Personalization 91 Apps 92 Privacy 93 System 94 Devices 97 Network & Internet 98 Gaming 98 Accounts 99 Chapter 6 Windows Networking 105 Workgroup vs. Domain Setup 106 Local OS Firewall Settings 109 Client Network Configuration 113 Establish Network Connections 117 Proxy Settings 120 Public Network vs. Private Network 121 File Explorer Navigation – Network Paths 122 Metered Connections and Limitations 122 Chapter 7 Application Installation and Configuration 127 System Requirements for Applications 128 OS Requirements for Applications 135 Distribution Methods 136 Physical Media vs. Downloadable 137 ISO Mountable 137 Other Considerations for New Applications 138 Chapter 8 Operating System Types 143 Workstation OSs 143 Cell Phone/Tablet OSs 148 Various Filesystem Types 150 Vendor Life- Cycle Limitations 156 Compatibility Concerns Between OSs 157 Chapter 9 Operating System Installations and Upgrades 161 Boot Methods 162 Types of Installations 167 Partitioning 170 Drive Format 171 Upgrade Considerations 172 Feature Updates 173 Chapter 10 macOS 177 Installation and Uninstallation of Applications 178 Apple ID and Corporate Restrictions 180 Best Practices 181 System Preferences 182 Features 188 Disk Utility 194 FileVault 195 Terminal 196 Force Quit 197 Chapter 11 Linux 201 Common Commands 201 Best Practices 212 Tools 214 Part II Domain 2.0: Security 219 Chapter 12 Physical Security 221 Physical Security 221 Physical Security for Staff 224 Chapter 13 Logical Security 231 Logical Security 231 Mobile Device Management (MDM) 238 Active Directory 238 Chapter 14 Wireless Security 249 Protocols and Encryption 249 Authentication 252 Chapter 15 Malware 259 Malware 260 Malware Prevention and Removal Tools and Methods 262 Chapter 16 Social Engineering and Security Threats 271 Social Engineering 271 Threats 276 Vulnerabilities 281 Chapter 17 Windows Security 289 Defender Antivirus 290 Firewall 292 Users and Groups 295 Login OS Options 297 NTFS vs. Share Permissions 299 Run As Administrator vs. Standard User 304 BitLocker 307 Bitlocker to Go 308 Encrypting File System (EFS) 308 Chapter 18 Workstation Security Configuration 313 Data- at- Rest Encryption 314 Password Best Practices 314 End- User Best Practices 318 Account Management 320 Change Default Administrator’s User Account/Password 323 Disable Autorun 325 Disable Autoplay 325 Chapter 19 Mobile and Embedded Device Security 331 Screen Locks 332 Locator Apps and Remote Wipes 334 OS Updates 335 Device Encryption 336 Remote Backup Applications 336 Failed Login Attempts Restrictions 337 Antivirus/Antimalware 338 Firewalls 338 Policies and Procedures 339 Internet of Things (IoT) 340 Chapter 20 Data Destruction and Disposal 345 Physical Destruction 345 Recycling or Repurposing Best Practices 349 Outsourcing Concepts 355 Chapter 21 Network Security 359 Home Router Settings 360 Wireless Specific Settings 367 Firewall Settings 372 Chapter 22 Browser Security 379 Browser Download/Installation 379 Settings 385 Part III Domain 3.0: Software Troubleshooting 395 Chapter 23 Troubleshooting Windows 397 Common Symptoms 397 Common Troubleshooting Steps 407 Chapter 24 Troubleshooting PC Security 419 Common Symptoms 419 Browser- Related Symptoms 426 Chapter 25 Troubleshooting Malware 433 Step 1. Investigate and Verify Malware Symptoms 434 Step 2. Quarantine Infected Systems 436 Step 3. Disable System Restore in Windows 436 Step 4. Remediate Infected Systems 437 Step 5. Schedule Scans and Run Updates 441 Step 6. Enable System Restore and Create a Restore Point in Windows 443 Step 7. Educate the End User 443 Chapter 26 Troubleshooting Mobile Device OS and Applications 447 Common Mobile OS and Application Symptoms 448 Chapter 27 Troubleshooting Mobile Device Security 463 Security Concerns 464 Common Symptoms 467 Part IV Domain 4.0: Operational Procedures 477 Chapter 28 Documentation 479 Ticketing Systems 480 Asset Management 483 Types of Documents 486 Knowledge Base/Articles 491 Chapter 29 Change Management 495 Documented Business Processes 495 Change Management 497 Chapter 30 Workstation Backup and Recovery 505 Backup and Recovery 505 Backup Testing 511 Backup Rotation Schemes 513 Chapter 31 Safety 519 Electrostatic Discharge (ESD) Straps 519 ESD Mats 521 Equipment Grounding 522 Proper Power Handling 523 Proper Component Handling and Storage 524 Antistatic Bags 524 Compliance with Government Regulations 524 Personal Safety 525 Chapter 32 Environmental Protection 533 Material Safety Data Sheet (MSDS): Documentation for Handling and Disposal 533 Temperature, Humidity- Level Awareness, and Proper Ventilation 536 Power Surges, Under- Voltage Events, and Power Failures 538 Chapter 33 Privacy, Licensing, Policy, and Incident Response 543 Incident Response 544 Licensing/Digital Rights Management (DRM)/End- User License Agreement (EULA) 546 Regulated Data 548 Chapter 34 Communication and Professionalism 553 Professional Appearance and Attire 554 Use Proper Language and Avoid Jargon, Acronyms, and Slang, When Applicable 555 Maintain a Positive Attitude/Project Confidence 555 Actively Listen, Take Notes, and Avoid Interrupting the Customer 556 Be Culturally Sensitive 556 Be on Time (If Late, Contact the Customer) 557 Avoid Distractions 557 Dealing with Difficult Customers or Situations 558 Set and Meet Expectations/Time Line and Communicate Status with the Customer 559 Deal Appropriately with Customers’ Confidential and Private Materials 560 Chapter 35 Scripting 565 Script File Types 565 Use Cases for Scripting 568 Other Considerations When Using Scripts 569 Chapter 36 Remote Access 575 Methods/Tools 575 Security Considerations of Each Access Method 588 Index 593

• Education

• General (US: Trade)

• Professional & Vocational

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