Module 1: PC Components

• The Visible PC
  • Introduction to the PC
  • Key Functions of a PC
  • The System Case
  • I/O Ports and Cables
  • PS2 Ports
  • Parallel Ports
  • Serial Ports
  • USB Ports
  • SCSI
  • IEEE 1394 (Firewire)
  • Modem and Network Ports
  • Audio Ports
  • Joystick/MIDI Ports
  • Adding and Removing Peripherals
• Motherboards
  • Motherboard Layout
  • System Clock
  • Bus Architecture
  • Motherboard Components
  • Expansion Bus and Adapter Cards
  • Motherboard Form Factors
  • Power Supply Unit (PSU)
• Processors
  • Central Processing Unit (CPU)
  • Processor Terminology
  • Multitasking
  • Multiprocessing and Multithreading
  • Intel Processors
  • AMD Processors
  • Processor Sockets and Chipsets
• Memory
  • Memory Types
  • Memory Packaging
  • Memory Characteristics
• Storage Devices
  • Storage Devices
  • Hard Drives
  • Installing a Storage Device
  • Preparing a Hard Disk
  • Floppy Drives
  • Optical Disk Storage
  • Flash Memory
  • Tape Drives
• Peripheral Devices
  • PC Display Screens
  • Graphics Adapter
  • Installing a Graphics Adapter and Display
  • TV Tuners
  • Sound Cards
  • I/O and Communications Adapters

Module 2: Portable Computers

• Portable Computers Portable and Desktop Computers
  • Notebooks
  • Tablet PC
  • Personal Digital Assistants (PDAs)

Module 3: Operating Systems

• Features of Operating Systems
  • Microsoft Operating Systems
  • Overview of Windows 2000
  • Overview of Windows XP
  • Workgroups and Domains
  • UNIX and Linux
  • Apple Mac OS X
  • Novell NetWare
• Installing and Upgrading Windows
  • Overview of OS Installations
  • Preparing the Hard Disk
  • Domain or Workgroup Selection
  • Installation Methods
  • Setup Failure and Recovery
  • Upgrading the OS
  • Options for Deploying Windows
• The Windows Boot Process
  • Windows Boot Files
  • Initial Startup Process
  • The BOOT.INI File
• Managing Windows Features of the Desktop
  • Windows Administrative Tools
  • Changing System Settings
  • Configuring Hardware
  • Optimising Windows Performance Options
  • Screen Savers and Power Management
  • Managing Software
  • Managing Services
• Windows Storage Management
  • Disk Management
  • Navigating Windows
  • Working with Folders
  • Working with Files
  • Searching For Files
  • The Recycle Bin
  • My Network Places

Module 4: PC Support

• Hardware Maintenance and Troubleshooting
  • Troubleshooting Techniques
  • Troubleshooting Power Problems
  • Troubleshooting POST
  • Troubleshooting Internal Devices
  • Troubleshooting Peripherals
  • Notebook Troubleshooting
  • Preventative Maintenance
• Troubleshooting the Operating System
  • Error Categories
  • Advanced Startup Options
  • Diagnosing Problems
  • Troubleshooting Applications
  • Remote Features
• Security
  • Security Fundamentals
  • Windows Security Overview
  • Internet Security
  • Malware
  • Data Security
• Safety and Environmental Issues
  • Health and Safety
  • Static Electricity and ESD
  • Materials Handling
  • Storage of Components for Future Use
  • Disposal of Consumables and Computer Equipment
• Professionalism and Communication
  • Customer Service Skills
  • Basic Troubleshooting Approach
  • Giving Feedback
  • Communication with a Customer
  • Professionalism
  • Handling Customer Complaints