Safety & Professionalism—CompTIA A+ (220-1001) A-PLUS Certification Prep Course Notes

Safety & Professionalism

• Professional Communication, Part 1
  • Be on time
  • Active Listening—avoid interrupting the customer
  • Clarify Customer Statements
  • Maintain Positive Attitude/Project Confidence
  • Use proper language and avoid jargon, acronyms and slang.
  • Set and meet expectations/timeline and communicate status with customer (managing expectations!!)
• Professional Communication, Part 2
  • Be culturally sensitive
  • Use appropriate professional titles/greetings
  • Avoid distractions when working with the customer (no phones, etc)
  • Avoid being judgmental
  • Avoid dismissing customer problems
  • Deal appropriately with customers’ confidential & private materials
  • Don’t argue with the customer or be defensive (or offensive, for that matter!)
  • Follow up with the customer to verify satisfaction
  • Provide proper documentation on services provided
  • Offer different repair/replacement options

• Tools of the Trade
  • #2 Phillips screwdriver
  • Tool kit
  • Hemostat/Tweezers
  • Voltage tester
  • Volt/ohm meter
  • Thumb drives

Physical Safety

• EMP—Electro Magnetic Pulse
  • 1). Electrostatic Discharge (ESD) (static electricity)–DESTROYS ELECTRONIC COMPONENTS!!!
  • 2). Electromagnetic Interference (EMI)–DESTORYS DATA ON MAGNETIC MEDIA!!!
  • 3). Radio frequency Interference (RFI)–PREVENTS OR SLOWS DOWN RADIO COMMUNICATION!!!
  • Disconnect power before repairing PC/computer/device
  • Anti-static ESD mat & wrist-strap. Use anti-static bags, mats, and straps, and always disconnect the PC from power!!!
  • Self-grounding

• Physical Safety
  • Use proper ground techniques
  • Remove ties & jewelry before working on a system.
  • Use Class C fire extinguishers for electrical fires.
  • Use proper techniques when lifting.

• Troubleshooting Theory
  • Always consider corporate policies, procedures, and impacts before implementing changes.
  • Step 1–Identify the problem, ask questions, gather info. Review system & application logs.
  • Step 2–Establish a theory of probable cause (question the obvious).
  • Step 3–Test the theory to determine the cause. Escalate the issue, if necessary.
  • Step 4–Establish a plan of action to resolve the problem and implement the solution.
  • Step 5–Verify full system functionality and if applicable, implement preventative measures.
  • Step 6–Document findings, actions, and outcomes.