A customer has recently installed several applications on a Windows 7 workstation and is now experiencing
slow system performance and spontaneous restarts. After removing some of the recently installed applications,
the issue persists. Which of the following tools could the technician use to troubleshoot the problem while
preventing data loss?

A customer reports that a smartphone is experiencing a very short battery life. The user has been using this
phone for a short time and has installed several apps recently. Which of the following might be the cause of the
issue?

Joe, a user, states he is unable to use his Android phone after updating the OS. Joe is in a hurry and would like
a quick solution that would most likely fix the issue. Which of the following methods can the technician use?

A networked PC has started to display adware pop-ups when the user opens the browser. Which of thefollowing best practices should the technician employ FIRST when responding to the problem?

A technician receives a helpdesk ticket about an employee having a problem sending text messages with a
company Android smartphone. It has been determined that it is not a carrier issue. Which of the following
should the technician perform FIRST?

A user’s email inbox is suddenly receiving dozens of rejection messages from various mail servers. Which of
the following would the technician perform to BEST solve the issue?

A user reports that any URL entered redirects to the same web page. A technician concludes that the user’s
computer has been compromised. Which of the following tools would the technician use to resolve the issue?

A user advises that a computer is displaying pop-ups when connected to the Internet. After updating and
running anti-malware software, the problem persists and the technician finds that two rogue processes cannot
be killed. Which of the following should be done NEXT to continue troubleshooting the problem?

Joe, an end-user, reports that the PC he uses periodically logs off his user account and displays a message
that updates are being installed. Which of the following is the MOST likely cause of this issue?

An end-user is attempting to access a file-sharing site to download files shared by a customer, but is receiving
a message stating the site has been blocked. Which of the following is the MOST likely cause of this issue?