SPECIAL ANSWER BOOKLET

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Student ID Number: _______________________

CIN514 System Support Page 1 of 13

Trimester 2, 2014 - Special Answer Booklet for Final Exam

College of Engineering, Science & Technology

School of Mathematics & Computer Sciences Department of CS/IS

CIN514 – System Support Final Examination: Trimester 2, 2014

SPECIAL ANSWER BOOKLET

Student ID Number: _________________________________

Instructions

Read the following instructions before writing 1. Write your student ID at the top of each page

2. Write All answers in this Booklet. Print and write on One-Side of the paper ONLY.

3. Use the space given and the mark allocated as an indication on how long your answer should be 4. Switch off all mobile phones during the exam.

Sections Question Marks

Section A: Multiple Choice 20 Questions. 20

Section B: Short Answer / Troubleshoot 7 Questions. 20

Section C: Long Answer 5 Questions. 30

Section D: Case Study / Application 8 Questions. 30

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CIN514 System Support Page 2 of 13 Trimester 2, 2014 - Special Answer Booklet for Final Exam

Section A: Multiple Choice [20 marks]

NO# Circle your CHOICE NO# Circle your CHOICE

1 A B C D 11 A B C D 2 A B C D 12 A B C D 3 A B C D 13 A B C D 4 A B C D 14 A B C D 5 A B C D 15 A B C D 6 A B C D 16 A B C D 7 A B C D 17 A B C D 8 A B C D 18 A B C D 9 A B C D 19 A B C D 10 A B C D 20 A B C D

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3 | P a g e CIN514 System Support

Section B: Short Answer/Troubleshoot [20 marks]

Part A: Short Answer [10 marks]

Explain the following on the space provided: (1m each) 1. Logon Phase:

2. Safe Mode:

3. Uninstallation Software:

4. File Compression:

5. Training Suitability Analysis:

6. Lesson Plan:

7. Cost-benefit Analysis:

8. Warranty:

9. Letter Contracts:

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4 | P a g e CIN514 System Support

Part B: Troubleshoot [10 marks]

Suggest how you would be able to fix the following problems.

1. A printer has a paper jam. An impatient user has sent multiple print jobs of the same document to this printer. What can be done to remove these print jobs? (1m) ____________________________________________________________________________________________________ ____________________________________________________________________________________________________ ____________________________________________________________________________________________________ 2. A call center technician has asked a customer to perform a simple operation to fix a

problem on a computer. The customer seems unable to perform the task. What should

the technician do? (2m)

____________________________________________________________________________________________________ ____________________________________________________________________________________________________ ____________________________________________________________________________________________________ 3. A user reports that a printer is printing unknown characters on documents. What is a

possible solution to this issue? (2m)

____________________________________________________________________________________________________ ____________________________________________________________________________________________________ ____________________________________________________________________________________________________ 4. A technician needs to configure the hard drive on a computer so that there appears to

be one drive for the operating system and four drives for data from different applications. How can the hard drive be configured to provide this perception? (2m) ____________________________________________________________________________________________________ ____________________________________________________________________________________________________ ____________________________________________________________________________________________________ 5. A technician is troubleshooting a user complaint that a printer is not printing a report.

Which step is one of the first that the technician should take? (1m) ____________________________________________________________________________________________________ ____________________________________________________________________________________________________

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____________________________________________________________________________________________________ 6. A customer reports that after using a computer for over a year, the computer now takes

more time to access the files. Which utility management tool can be used first, before

any other complex procedure? (1m)

____________________________________________________________________________________________________ ____________________________________________________________________________________________________ ____________________________________________________________________________________________________ 7. A home computer owner has a PC system that runs Windows XP. For security reasons

the owner has been using a limited local user account for a number of years. The owner wishes to install a new piece of software, but the user account does not have the necessary permissions. Which type of account does the owner need to use to install the

new software? (1m)

____________________________________________________________________________________________________ ____________________________________________________________________________________________________ ____________________________________________________________________________________________________

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Section C: Long Answers [30 marks]

Write the answer(s) to the following questions on the spaces provided. Question 1: Recovering Windows XP from Failure [7]

i. Discuss the events that take place during the Boot phase of the Boot process. [2 m]

ii. Discuss the Last Known Good Configuration procedure. [2 m]

iii. Once a system fails, you should immediately go through the Recovery Procedure. Assuming you tried the first three options and is not able to recover the system, it’s time for Automated System Recovery. Discuss Microsoft’s ordered set of process for

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Question 2: Application Software & Utility Software [4]

iv. Differentiate between Custom and Express Installation techniques. [2 m]

v. Differentiate between Incremental and Differential Backups. [2 m]

Question 3: Training [6]

vi. Discuss the purpose of conducting TRAINING NEEDS ANALYSIS (TNA). [2 m]

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8 | P a g e CIN514 System Support viii. Discuss two types of training methods and highlight their strengths and weaknesses. [2 m]

Question 4: Help Desk [5]

ix. Discuss the importance of a Help Desk in a MIS Department. [2 m]

x. Differentiate the role of a PC Support and Network Support Staff and list some

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Question 5: Hardware/Software Purchasing [8m]

xi. Discuss three types of warranties you can get from computer vendors. [3 m]

xii. Discuss some important factors to consider when purchasing a new computer. [3 m]

xiii. Discuss the following Cost Reimbursement Contract types: cost sharing &

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10 | P a g e CIN514 System Support Section D: Case Study & Application [30 marks] 1. FNU Kinoya Campus has an ICT department that has a help desk. Design an appropriate

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2. You are the senior help desk support technician at your company. Your organization uses Microsoft Windows XP as its mainstream operating system. Your organization installs the Recovery Console on all Windows XP workstations for recoverability. A user calls the help desk and states that she has accidentally deleted most of the files from her C: drive. You need to recover her system quickly along with system settings, user data and applications.

What should you do? [3 m]

3. Salote is a member of both the Sales and Marketing groups. There is a shared folder on the network that allows access to both groups but with different permissions. The Sales group has the Allow Modify NTFS permission and the Allow Read share permission assigned. The Marketing group has Full Control NTFS permission and Allow Change share permissions. Assuming Salote is not explicitly assigned any other permission to her user account, what are her cumulative NTFS and share permissions and what are her effective permissions?

[4 m]

4. You are the desktop support technician for your company. A user named Susan complains that she can no longer see anything on her monitor. She says that it was okay before and that someone else was using her computer and tried to change the settings, but they “messed it up.” What should you do to correct this issue? [3 m]

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12 | P a g e CIN514 System Support 5. You are the desktop support technician for your company. A user named Donna reports that she cannot print from the application that she is using. You are called in to troubleshoot this problem. Explain the steps you can take to isolate the problem to the printer, the Operating System/driver, or the application itself. [4 m]

6. You are the desktop support technician for your organization. A user complains that his computer crashed while he was working on it and he received an error message on a blue screen. Now when he tries to restart the computer he gets the same error message. Explain what type of error is it and what should you do from here? [3 m]

7. One day a user called you in a panic. She said that she absolutely had to get her computer running again and that you had to help her. “I just finished installing some new software that I thought would help me do my job better, but it messed up my computer really badly!” she said. She continued, “As soon as I finished installing the software, the computer said that it had to reboot to finish the installation, and that’s when the problem started. When I rebooted the computer, it would not come back up!”. You asked her if there was an error message, and she said, “Yes, it said that it couldn’t find the ntoskrnl.exe file. Is that bad?” Furthermore the new software she installed on the computer was on a floppy disk which was still inserted inside the floppy disk drive. Explain the steps you would take to solve the above problem and allow the computer to boot normally. Also indicate why the

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8. Refer to the illustration to answer this question.

Your friend is interested in buying a computer for home use and for her studies. From the two advertisements below, provide your recommendations, support with cost benefit

analysis and advantages and disadvantages. [5 m]