1.0 Windows Operating Systems
Compare and contrast various features and requirements of Microsoft Operating Systems.
- Operating System Overview
- 32-bit vs 64-bit
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Features
- Aero, gadgets, user account control, BitLocker, shadow copy, system restore, ready boost, sidebar, compatibility mode, virtual XP mode, easy transfer, administrative tools, defender, Windows firewall, security center, event viewer
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File structure and paths
- Category view vs. Classic view
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Windows 8 and 8.1 Features
- Side-by-side apps, Metro UI, Pinning, One Drive, Windows store, multimonitor task bars, charms, Start Screen, PowerShell, Live sign in, Action Center
- Upgrade paths – differences between in place upgrades, compatibility tools, Windows upgrade OS advisor
Given a scenario, install Windows PC operating systems using appropriate methods. (Planning a Windows Installation)
Given a scenario, apply appropriate Microsoft command line tools.
- TASKKILL
- BOOTREC
- SHUTDOWN
- TASKLIST
- MD
- RD
- CD
- DEL
- FORMAT
- COPY
- XCOPY
- ROBOCOPY
- DISKPART
- SFC
- CHKDSK
- GPUPDATE
- GUPRESULT
- DIR
- EXIT
- HELP
- EXPAND
- [command name] /?
- Commands available with standard privileges vs. administrative privileges
Given a scenario, use appropriate Microsoft operating system features and tools.
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Administrative
- Computer management, Device manager
- Local users and groups, Local security policty
- Performance monitor, Services, System configuration
- Task scheduler, Component services, Data sources, Print Management
- Windows memory diagnostics, Windows firewall, Advaned Security
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MSCONFIG
- General
- Boot
- Services
- Startup
- Tools
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Task Manager
- Applications
- Processes
- Performance
- Networking
- Users
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Disk management
- Drive status, Mounting
- Initializing, Extending partitions
- Splitting partitions, shrink partitions
- Assigning/changing drive letters, Adding drives
- Adding arrays, Storage spaces
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Other
- User State Migration tool (USMT)
- Windows Easy Transfer
- Windows UPgrade Advisor
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System utilities
- REGEDIT, COMMAND
- SERVICES MSC, MMC, MSTSC
- NOTEPAD, EXPLORER
- DXDIAG, DEFRAG, MSINFO32
- System restore, Windows Update
Given a scenario, use Windows Control Panel utilities.
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Internet options
- Connections, Security
- General, Privacy
- Programs, Advanced
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Display/display settings
- Resolution
- Color depth
- Refresh rate
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Folder options
- View hidden files
- Hide extensions, General options
- View options
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System
- Performance (virtual memory)
- Remote settings
- System protection
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Power options
- Hibernate, Power plans
- Sleep/suspend
- Standby
- User accounts
- Windows firewall
- Programs and features
- HomeGroup
- Devices and printers
- Sound
- Troubleshooting
- Network and Sharing Center
- Device Manager
Given a scenario, install and configure Windows networking on a client/desktop.
- HomeGroup vs WorkGroup
- Domain setup
- Network shares/administrative shares/mapping drives
- Printer sharing vs network printer mapping
- Home vs work vs public network settings
- Proxy settings
- Remote Assistance
- Remote Desktop Connection
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Establish network connections
- VPN
- Dial-ups, Wireless
- Wired, WWAN(Cellular)
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Firewall settings
- Exceptions
- Configuration
- Enabling/disabling Windows firewall
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Configuring an alternative IP address in Windows
- IP addressing
- Subnet mask
- DNS, Gateway
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Network card properties
- Half duplex/full duplex/auto
- Speed, Wak-on-LAN
- QoS, BIOS (on-board NIC)
Perform common preventive maintenance procedures using the appropriate Windows OS tools.
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Best Practices
- Scheduled backups, Scheduled disk maintenance
- Windows updates, Patch management
- Drive/firmware updates, Antivirus/Anti-malware updates
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Tools
- Backup
- System Restore, Recovery image
- Disk maintenance utilities
Identify common features and functionality of the Mac OS and Linux operating systems.
Given a scenario, set up and use client-side virtualization.
- Purpose of virtual machines
- Resource requirements
- Emulator requirements
- Security requirements
- Network requirements
- Hypervisor
Identify basic cloud concepts.
- SaaS
- IaaS
- PaaS
- Public vs. Private vs. Hybrid vs. Community
- Rapid Elasticity
- On-demand
- Resource pooling
- Measured service
Summarize the properties and purpose of services provided by networked hosts.
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Server roles
- Web server, File server, Printer server
- DHCP server, DNS server, Proxy server
- Mail server, Authentication server
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Internet appliance
- UTM
- IDS
- IPS
- Legacy/embedded systems
Identify basic features of mobile operating systems.
Install and configure basic mobile device network connectivity and email.
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Wireless/cellular data network (enable/disable)
- Hotspot
- Tethering
- Airplane mode
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Bluetooth
- Enable Bluetooth, Enable pairing
- Find device for pairing
- Enter appropriate pin code, Test connectivity
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Corporate and ISP email configuration
- POP3, IMAP
- Port and SSL settings
- Exchange, S/MIME
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Integrated commercial provider email configuration
- Google/Inbox, Yahoo
- Outlook.com
- iCloud
- PRI updates/PRL updates/Baseband updates
- Radio firmware
- IMEI vs. IMSI
- VPN
Summarize methods and data related to mobile device synchronization.
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Types of data to synchronize
- Contacts, Programs, Email, Pictures
- Music, Videos, Calendar, Bookmarks,
- Documents, Location data, social media data, eBooks
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Synchronization methods
- Synchronize to the Cloud
- Synchronize to the Desktop
- Mututal authentication for multiple services (SSO)
- Software requirements to install the application on the PC
- Connection types to enable synchronization
Identify common security threats and vulnerabilities
Compare and contrast common prevention methods.
Compare and contrast differences of basic Windows OS security settings.
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User and groups
- Administrator, Power user
- Guest
- Standard user
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NTFS vs. Share permissions
- Allow vs. deny
- Moving vs. copying folders and files
- File attributes
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Shared files and folders
- Administrative shares vs. local shares
- Permission propagation
- Inheritance
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User authentication
- Single sign-on
- System files and folders
- Run as administrator vs. standard user
- BitLocker
- BitLocker-To-Go
- EFS
Given a scenario, deploy and enforce security best practices to secure a workstation.
Compare and contrast various methods for securing mobile devices.
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Screen locks
- Fingerprint lock, Face lock
- Swipte lock, Passcode Lock
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Policies and procedures
- BYOD vs corporate owned
- Profile security requirements
- Remote wipes
- Locator applications
- Remote backup applications
- Failed login attempt restrictions
- Antivirus/anti-malware
- Patching/OS updates
- Biometric authentication
- Full device encryption
- Multifactor authentication
- Authenticator applications
- Trusted sources vs. untrusted sources
- Firewalls
Given a scenario, use appropriate data destruction and disposal methods.
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Physical destruction
- Shredder, Drill/hammer
- Electromagnetic (Degaussing)
- Incineration, Certificate of destruction
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Recycling or repurposing best practices
- Low level format vs. standard format
- Overwrite
- Drive-wipe
Given a scenario, secure SOHO wireless and wired networks.
Given a scenario, troubleshoot PC operating system problems with appropriate tools.
Given a scenario, troubleshoot common PC security issues with appropriate tools and best practices.
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Common symptoms
- Pop-ups, Browser redirection
- Security alerts, Slow performance
- Internet connectivity issues, PC/OS lock up
- Application crash, OS updates failures
- Rogue antivirus, Spam
- Renamed system files, Files disappearing
- File permission changes
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Hijacked email
- Responses from users regarding email
- Automated replies form unknown sent email
- Access denied, Inavalid certificate (trusted root CA
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Tools
- Antivirus software
- Anti-malware software
- Recovery console
- Terminal
- System restore/Snapshot
- Pre-installation environments
- Event viewer
- Refresh/restore
- MSCONFIG/Safe boot
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Best practice procedure for malware removal
- Identify malware symptoms
- Quarantine infected system
- Disable system restore (in Windows)
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Remediate infected systems
- Update anti-malware software
- Scan and removal techniques (safe mode, pre-installation environment
- Schedule scans and run updates
- Enable system restore and create restore point (in Windows)
- Educate end user
Given a scenario, troubleshoot common mobile OS and application issues with appropriate tools.
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Common symptoms
- Dim display, Intermittent wireless
- No wireless connectivity, No Bluetooth connectivity
- Cannot broadcast to external monitor
- Touchscreen non-responsive, Apps not loading, Slow performance
- Unable to decrypt email, Extremely short battery life, Overheating
- Frozen system, No sound from speakers
- Inaccurate touch screen response, System lockout
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Tools
- Hard reset
- Soft reset
- Close running applications
- Reset to factory default
- Adjust configurations/settings
- Uninstall/reinstall apps
- Force stop
Given a scenario, troubleshoot common mobile OS and application security issues with appropriate tools.
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Common symptoms
- Signal drop/weak signal, Power drain
- Slow data speeds, Unintended WiFi connection
- Unintended Bluetooth pairing, Leaked personal files/data
- Data transmission overlimit, Unauthorized account access
- Unauthroized account access
- Unauthroized root access, Unauthorized location tracking
- Unauthorized camera/microphone activation
- High resource utilization
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Tools
- Anti-malware
- App scanner
- Factory reset/clean install
- Uninstall/reinstall apps
- WiFi analyzer
- Force stop
- Cell tower analyzer
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Backup/restore
- iTunes/iCloud/Apple Configurator
- Google Sync
- One Drive
Given a scenario, use appropriate safety procedures.
- Equipment grounding
- Compliance with local government regulations
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Proper component handling and storage
- Anti-static bags
- ESD straps, ESD mats
- Self-grounding
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Toxic waste handling
- Batteries
- Toner
- CRT
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Personal safety
- Disconnect power before repairing PC
- Remove jewelry, Lifting techniques
- Weight limitations, Electrical fire safety
- Cable management, Safety goggles
- Air filter mask
Given a scenario with potential environmental impacts, apply the appropriate controls.
- MSDS documentation for handling and disposal
- Temperatur, humidity level awareness and proper ventilation
- Compliance to local government regulations
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Power surges, brownouts, blackouts
- Battery backup
- Surge suppresor
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Protection from airborne particles
- Enclosures
- SAir filters/mask
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Dust and debris
- Compressed air
- Vacuums
Summarize the process of addressing prohibited content/ activity, and explain privacy, licensing and policy concepts.
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Incident Response
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First response
- Identify
- Report through proper channels
- Data/device preservation
- User of documentation/documentation changes
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Chain of custody
- Tracking of evidence/documenting process
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First response
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Licensing/DRM/EULA
- Open source vs. commercial license
- Personal license vs. enterprise licenses
- Personally Identifiable Information
- Follow corporate end-user policies and security best practices
Demonstrate proper communication techniques and professionalism.
- Use proper language - avoid jargon, acronyms and slang when applicable
- Maintain a positive attitude/project confidence
- Actively listen (taking notes) and avoid interrupting the customer
- Be on time (if late contact the customer)
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Be culturally sensitive
- Use appropriate professional titles, when applicable
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Deal appropriately with customers confidential and private materials
- Located on a computer, desktop, printer, etc
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Avoid distractions
- Personal calls, Texting/social media sites
- Talking to co-workers while interacting with customers
- Personal interruptions
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Set and meet expectations/timeline and community status with the customer
- Offer different repair/replacement options if applicable
- Provide proper documentation on the services provided
- Follow up with customer/user at a later date to verify satisfaction
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Dealing with difficult customer or situation
- Do not argue with customers and/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 experiences via socila media outlets
Given a scenario, explain the troubleshooting theory.
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Always consider corporate policies, procedures and impacts
before implementing changes
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Identify the problem
- Question the user and identify user changes to computer and perform backups before making changes
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Establish a theory of probable cause (question the obvious)
- If necessary, conduct external or internal research based on symptoms
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Test the theory to determine cause
- Once theory is confirmed, determine next steps to resolve problem
- If theory is not confirmed, re-establish new theory or escalate
- Establish a plan of action to resolve the problem and implement the solution
- Verify full system functionality and if applicable implement preventive measures
- Document findings, actions and outcomes
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Identify the problem