When using a ball mouse, a user observes erratic movement of the cursor. Which of the following
actions should be taken FIRST?

To run a full defrag in Windows XP, a user must be logged in as:

Which of the following utilities can be used to troubleshoot a problem on a computer running
Windows that cannot boot to normal or safe mode?

A user has a laptop with a docking station that is used in the office and at home. Which of the
following should be done to ensure that data on the local drives of a laptop is backed up?

A technician is replacing a computers motherboard. A large circuit board is inserted in the
motherboard and two adapter cards are connected to the circuit board. The circuit board is called
a:

Which of the following is important to do while on the telephone with a customer?

When answering a technical support call, which of the following would be the MOST appropriate
action?

Which of the following modes allows a users work to be automatically saved to the hard drive and
pause the session?

Two new network switches are connected but connections between them are not working. On the
cable connecting the switches there are no lights on one side of the connection. Which of the
following is MOST likely the cause of the problem?

A user reports that when trying to print a document nothing comes out of the printer and states
that the only printer in the printer dialog box is ‘Microsoft Office Document Image Writer.’ The
technician should understand that the problem is that the printer: