ࡱ> y{tuvwx%` \bjbjٕ P$dpKpKpK LMݚQQ^XRXRXRVVVDFFFFFF$hXj-~[V@V"~[~[jXRXR@|a|a|a~[XRXRD|a~[D|a|an~>XRQ HӒpK] 0 0ݚdo]:o@>>oāl VW|aXHY6VVVjj$aXVVVݚ~[~[~[~[ d  Datacom Maintain Equipment and Software in Working Order Assessment Task Cover Sheet Students Name:Employer: Datacom Please complete and check all shaded sections before mailing to the College. Make sure this cover sheet is securely attached to your Assessment Task. Please (() the type of submission (Full Submission Partial Submission Resubmission ( Certificate III in Information TechnologyICAT3025A, ICAS3234A , ICAS3115ACODE( Certificate III in Customer ContactICAT3025A, ICAS3234A , ICAS3115ACODE Participant Declaration: I declare that the material contained in this Assessment Task is my own work. XStudents Signature: / / Supervisors Declaration: I verify that the material provided in the attached Assessment Task is the original work of the participant, XSupervisors Signature: Supervisors Name:  / /Note please ALSO complete the Supervisors Verification on the next page. College Use: Student to Submit / Resubmit: Assessment Result: % Competent % Competence not yet demonstrated  Work Skills Verification ChecklistPart APart BPart CPart DPart EPart FPart GPart HPart ICD of examples Assessed By: Signature:Assessed By: Name: / /Please include a CD of examples to be provided with this task to the College. Workplace Skills Verification/Supervisor Checklist Student: Tick the box that indicates where the activity was conducted: work; home or other. Supervisors: Please confirm for activities conducted at WORK that the required activities have been carried out to the level of skill and knowledge required at your workplace and under your supervision. Note where these activities have not been observed in the workplace the College Training Manager will arrange to observe / assess this activity. The student named above has demonstrated Completed at:the skills and knowledge to:WorkHomeOtherReplace the battery in a cordless mouse. (Q12)(((Clean a keyboard (Q12)(((Clean / repair a CD (Q17)(((Identify general maintenance of hardware(((Assist customers by diagnosing hardware / modem faults (((Maintain accurate records(((Recommend to customers appropriate maintenance activities(((Assist customers to install equipment in accordance with manufacturers recommendations(((Install / check the installation of your anti-virus software (Q48)(((Run antivirus software (Q48)(((Manually update virus definitions (Q48)(((Report a virus and document symptoms and removal (Q50)(((Run Checkdisk (Q53)(((Run Defrag (Q55)(((Look Up Windows Error and Event Messages (Q60)(((Run Event Viewer (Q60)(((Explanation of report (Q60)((( Supervisor Verification Sign Off: I verify that the activities completed at work have been observed by me and meet the organisations performance standards.Supervisor Signature XDate: Training Manager Verification Sign Off: I verify that rules of evidence have been met for the above activities.College Training Manager Signature XDate:  Part A: Determining Maintenance Requirements Review Chapter 1 Determining and Undertaking Equipment and Maintenance from the textbook Maintain Equipment and Software in Working Order to assist you with answering the following questions. Q1. ( TRUE OR ( FALSE Preventative maintenance is planned maintenance activity that is intended to avoid failure of equipment or software. Q2. ( TRUE OR ( FALSE Testing and benchmarking are good preventative maintenance techniques Q3. ( TRUE OR ( FALSE Regular inspection of hardware is a good preventative maintenance technique. Q4. ( TRUE OR ( FALSE You should schedule and conduct maintenance activities like cleaning to prevent future problems. Q5. ( TRUE OR ( FALSE Preventative maintenance can improve the life expectancy of equipment. Q6. ( TRUE OR ( FALSE If a preventative maintenance programme wont save costs, or maintain safety standards, there is no good reason to do it. Q7. ( TRUE OR ( FALSE Before starting repairs for any items under warranty you should contact the supplier or vendor as your repair attempts may void the warranty. Q8. Why should an anti-static wristband be used when working on internal components of a PC or modem?    Q9. Add the correct words from this list to show the 7 software maintenance tasks. Words: viruses; disk; spy; system; files; defragment; spin 1. Check and remove ______________ and other malicious agents. 2. Detect and Repair ___________ errors. 3. Check and remove ___ware. 4. Check the file ______. 5. Remove all temporary _______. 6. ______________ the disk. 7. Set disk -_____ downtimes. Q10. Explain why there is still the potential for electric shock even for devices that are turned off and unplugged.    Q11. What is a potential safety risk with laser printers?    Part B: Hardware Maintenance Review Chapter 2 Hardware Maintenance from Maintain Equipment and Software in Working Order to assist you with answering the following questions. Review User Manuals and conduct your own research to assist you with answering the following questions. Q12. Practical Exercise to be Completed Show your Supervisor or College Training Manager that you know how to: A. replace the battery in a cordless mouse. B. clean a keyboard Ask your supervisor or College Training Manager to complete the Work Skills Verification if they are satisfied that you have done this correctly. Q13. ( TRUE OR ( FALSE LCD Screens should be cleaned with a glass cleaner Q14. ( TRUE OR ( FALSE LCD Screens can normally be cleaned with a weak solution of isopropyl alcohol, but you should check the manufacturers recommendations. Q15. ( TRUE OR ( FALSE External Modems should be cleaned regularly to keep them free of dust Q16. ( TRUE OR ( FALSE Most CD / DVD Drives are self cleaning Q17. Practical Exercise to be Completed A. Demonstrate and explain to your supervisor or College Training Manager how to clean / repair a CD needed to load a modem driver. Ask your supervisor or College Training Manager to complete the Work Skills Verification if they are satisfied that you have done this correctly. B. What would you explain to a customer to be careful about when doing this activity?    Q18. Explain why it is a good idea to make and use a backup copy of a new CD/DVD (that you have legally bought) if it is important or is going to be used regularly.     Q19. List some of the maintenance activities related to printers.    Q20. ( TRUE OR ( FALSE Printer toner lasts forever if left in its carton unopened Q21. ( TRUE OR ( FALSE Laser printers have very hot internal components Q22. ( TRUE OR ( FALSE One of the most common problems for the system unit is overheating due to dust. Part C: Hardware Maintenance Review User Manuals and conduct your own research to assist you with answering the following questions. Q23. Look up one of the modems supported by Bigpond. Look up the Manufacturers requirements and recommendations for the proper and safe use of this piece of hardware, including the best environmental conditions for it to operate in. Summarise the key requirements below: Hardware/ Modem Model details: Key Requirements for Safe Use:     Best environmental conditions:     Where did you obtain this information eg paste in weblink to user manual  Q24. Look up a Manufacturers warranty for the above item of hardware. Summarise the key requirements below:     Q25. A customer calls and is distressed as an electrical surge has blown up their modem. What can you recommend to them to prevent recurrence?   Q26. A customer calls and asks if its okay to have their modem on all the time. They are worried about it overheating. What would you recommend and why?     Q27. Identify a specific situation where one particular piece of hardware would be more suited than another in a specific client / user situation eg a wireless or cable connected peripheral. Outline the user situation and what options exist and which would best suit your particular clients needs and why.          Part D: Maintenance Schedules and Plans Q28. Review User Manuals and Technical Documentation and create a maintenance schedule for your organisation / home office: DeviceHow often is Regular Maintenance RequiredDetails of Equipment / Tools RequiredMaintenance Tasks (indicate if any are carried out by an external person and why)Time RequiredMouseMonitorKeyboardFloppy DriveHard Disk DriveDVD / CD DrivePrinter / ScannerSystem UnitModemOther Peripherals Q29. Complete the following Maintenance Activities log identifying hardware maintenance / trouble shooting activities you would recommend to Telstra customers in different situations. You must complete 10 entries; with each entry being a different situation addressed Maintenance Log DeviceDiagnosis tools used Outcomes of testsRectification / Maintenance Tasks undertaken / recommended 1. 2. 3. 4. 5.  DeviceDiagnosis tools used Outcomes of testsRectification / Maintenance Tasks undertaken / recommended 6. 7. 8. 9. 10.  Part E: Problem Solving You may need to access the following link for assistance with this question.  HYPERLINK "http://my.bigpond.com/internetplans/broadband/cable/installation/default.jsp" http://my.bigpond.com/internetplans/broadband/cable/installation/default.jsp  Q30. Answer the question below for the following scenario: You receive a call from a client. They are trying to connect using a cable modem and are having difficulty. They tell you they have a BigPond Cable Self-Install Kits and the kit has the following items: a1 Port Motorola SURFboard SB5101 Cable modem 1 x USB Adaptor for the PC (Cable Home) 2 x 2m COAX cables (white fly leads) 1x USB Extension Cable (Cable Home) Two-way splitter Spanner BigPond Self-Install CD BigPond Broadband User Guide. They say that they are stuck and need your assistance to help them set up the modem. They have inserted the CD but its instructions are confusing them. They are not sure of what to do. At the same time your partner sitting next to you signals that he needs your assistance. He is only new in his role and has a query from a customer that their modem does not light up even though it is connected to power. Your partner says he cannot find out where the information to deal with this is located. Explain how you would approach this situation. Who would you help first and why? How would you help both your colleague and your customer?          Assessment Task Part F Virus Protection Review Chapter 3 Viruses and Other Malicious Agents from Maintain Equipment and Software in Working Order to assist you with answering the following questions.  Q31. Explain what a System Sector virus is, and what damage it may cause.     Q32. Explain what a File virus is and what damage it may cause.     Q33. Explain what a Macro virus is and what damage it may cause.     Q34. Explain what an email virus is, and what damage it may cause.     Q35. Explain what a Logic bomb is and what damage it may cause.     Q36. Explain what a trojan is and what damage it may cause.     Q37. Explain what a worm is and what damage it may cause.     Q38. Explain why it is necessary to have virus software to have both full scan and real time scan features.     Q39. What are the 4 steps that should be taken when a virus is detected?     Q40. Explain what spyware is.     Q41. What is the difference between spyware and adware?     Q42. A customer rings you concerned because they have been warned about cookies on the internet. How would you explain to them what a cookie is and whether it is harmful to them or not?       Q43. A customer has heard about Dialer virus programs and wants reassurance that these cant affect his broadband service. How would you explain this to him?       Q44. What recommendations would you give to a customer to avoid viruses and malicious agents?     Q45. What minimum security setting is recommended and why?       Q46. A customer is having problems on the internet as they are always getting an error saying that internet explorer has blocked a site. Step them through changing security settings for this one site.      Q47. Why is updating operating systems with service patches and hotfixes critical to virus prevention?     Q48. Practical Exercise to be Completed Under supervision / authorisation of your System Administrator Run anti-virus software and scan the system take screen shots of the process Explain the process involved in manually updating the definitions Explain the steps you would take to remove any virus infections found Save this to CD as Q48. Note: If you do not have the resources or authorisation to complete this activity at Datacom, complete this exercise on a Home PC OR contact your College Training Manager so that you can undertake this activity using a College Computer brought on-site for you.       Q49. To whom at work would you advise of a potential virus? Name:  Role:  Q50. Practical Exercise to be Completed Assume that you have detected a virus on a work computer. Draft an email that reports the potential presence of the virus and Describes the symptoms that have occurred and (assume that you have removed the virus) the removal steps taken; and Recommendations to prevent recurrence Save your draft email to CD as Q50 Q51. A client calls and says that a virus has corrupted their PC. Although they have removed the virus, some applications still seem to be affected. Conduct some research and provide some step by step instructions on how to conduct a restore a back up to resolve the problem.         Assessment Task Part G Disk Maintenance Review Chapter 4 Disk Maintenance from Maintain Equipment and Software in Working Order to assist you with answering the following questions.  Q52. Explain to a customer the benefits of using the Disk Cleanup Wizard.     Q53. Practical Exercise to be Completed Under supervision / authorisation of your System Administrator Run Check Disk Take screen shots of the process that you can capture Save this to CD as Q53. Note: If you do not have the resources or authorisation to complete this activity at work, complete this exercise on a Home PC OR contact your College Training Manager so that you can undertake this activity using a College Computer brought on-site for you. Q54. Explain what defrag does, and how often it should be run     Q55. Practical Exercise to be Completed Windows XP Users: Under supervision / authorisation of your System Administrator Run Defrag Provide screen dumps of the report on the disk status Save this to CD as Q55. Windows Vista Users: Under supervision / authorisation of your System Administrator Run Defrag Open the Command prompt and type in defrag.exe take a screenshot of the result. Save this to CD as Q55. Note: If you do not have the resources or authorisation to complete this activity at work, complete this exercise on a Home PC OR contact your College Training Manager so that you can undertake this activity using a College Computer brought on-site for you. Assessment Task Part H Diagnosing Faults Review Chapter 5 Diagnosing and Repairing Faults from Maintain Equipment and Software in Working Order and conduct your own research to assist you with answering the following questions, especially windows built in and online help menus. Q56. Your CDROM drive fails to work. How would this be shown in Device Manager?     Q57. Give 2 examples of how you or your system administrator has used / can use System Information to assist in resolving a problem. 1.     2.     Q58. Give an example of how you or your system administrator has used / can use DirectX Diagnostic Tool to assist in resolving a problem.     Q59. Refer to figure 30.14 Dr Watson Log File. Explain what this log file is reporting.        Q60. Practical Exercise to be Completed Under supervision / authorisation of your System Administrator Look up Windows Event Viewer messages and Provide screen dumps of what the user action should be for two events that may occur at your workplace. Save this to CD as Q60. Note: If you do not have the resources or authorisation to complete this activity at work, complete this exercise on a Home PC OR contact your College Training Manager so that you can undertake this activity using a College Computer brought on-site for you. Q61. Research at least 4 third party commercially available diagnostic tools. Provide a short report that reviews these products and determines if they are suitable for your worksite or home. Justify your recommendations. Save to CD as Q61.             Q62. Explain how a Diagnostic Card works. Give an example of when you have / might use it.       Q63. A customer calls saying they cant use the internet as they are getting a virtual memory error. Explain to them what this error means and what to do about it.       Assessment Task Part I Record-Keeping Review Chapter 6 Record Keeping and Risk Management from Maintain Equipment and Software in Working Order and conduct your own research to assist you with answering the following questions. Q64. List 3 sources of information to assist you with identifying and rectifying faults with hardware.       Q65. Explain the procedure for logging identified faults       Q66. Research and summarise your organisations back up procedures.      Module: Datacom Maintain Equipment v3-08 Student: Date: About the Learning Resources / Textbook 1. The workbook/ textbook design/ format is: Easy to Use  ( ( ( ( Difficult to Use2. The workbook/textbook content is: Easy to Understand  ( ( ( ( Difficult to Understand3. The workbook/textbook content is: Appropriate for the course  ( ( ( (Irrelevant 4. The learning resources provided overall were: Very well suited to cover the course material ( ( ( ( Not suitable for the course material Comments to explain your answers:    Problems that need fixing eg typos, unclear material    About the Assessment Tasks 1. The Assessment Task design/ format is: Easy to understand what I am required to do  ( ( ( ( Difficult to Understand and use2. The Assessment Task questions are worded so that they are: Easy to Understand  ( ( ( (Difficult to Understand3. The Assessment Task content is: Appropriate for the course  ( ( ( (Irrelevant 4. The Assessment Tasks has: A good variety of things to do to show competence ( ( ( ( Limited variety when other options could be used 5. 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