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 â" 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 Administratorâs 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 Customersâ 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
