Job Description CIB - Client Service Specialist - Client Services Solution Center, Senior Team Member - Manila-140092015

Description  About JPMorganJPMorgan Chase is a leading global financial services firm with assets of $1.1 trillion and operations in more than 50 countries. The firm is a leader in investment banking, financial services for consumers and businesses, financial transaction processing, asset and wealth management, and private equity. Under the JPMorgan, Chase and Bank One brands, the firm serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients.If you're interested in working in an environment where leadership, excellence, integrity and diversity are among our core principles, then explore opportunities at JPMorgan Chase.  Global Client Access - Technical Support Group (TSG) provides high quality technical support via telephone and e-mail for customers using Electronic Banking (EB) services. Technical Support Specialists act as the primary technical contact for all EB customers within Treasury Services Global Client Access and escalation of all unresolved problems/potential risk to second level support. The Electronic Banking Specialist is also responsible for performing routine daily tasks and participating in special department projects. Languages supported are English, French, German and Russian.

Qualifications   To include but not limited to:·             Provide telephone hotline support and email enquiry support to JP Morgan customers. ·             Log and manage calls into the support call tracking system.·             Resolve customer issues and queries in a way that reflects and expresses excellent customer service.·             Take ownership and provide technical support and customer service to clients and business areas within JPMorgan.·             Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner.·             Ensure all unresolved problems are escalated in accordance to instructions held on Policy & Procedure website.·             Provide webinar, remote and on site client training for supported Client Access platforms·             Provide in-house training to other Client Access staff in all aspects relating to new development / releases of SME product and its use with client base.·             Ensure all complaints are escalated appropriately, leveraging the sensitive client process.·             Familiarization testing of new product and platform releases prior to releasing to clients.·             Ad-hoc initiatives to improve quality create efficiency or improve client experience. Job Customer ServicePrimary LocationPH-00-Taguig City-Net Plaza / 31150Organization CIB OPERATIONSSchedule Full-timeJob Type StandardEmployee Status RegularRecruiter Irene F RoqueHiring Manager Ma Rachelle R AlvaradoSalary Grade / Level 406

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Resume Examples:

Responsibilities:

Oversaw, maintained, and conducted troubleshooting methods with regards to issues in customer local area networks Performed preventative maintenance in accordance with department policies Installed applications software on the networks Maintained customer network documentation Created and maintained customers' directory structures, security rights and printer configurations Discussed software applications with customers to determine level of satisfaction and/or the need to modify software

Conducted troubleshooting methods in customers' technical problems Maintained database of inventory of workstations and associated equipment Assisted in research and purchase of hardware and software Provided technical advice and assistance to customers concerning data communication equipment

Handled all staffing concerns including recruitment, training, coaching, performance reviews Established team spirit and morale boosting recognition programs Responsible for budget forecasting and spending Developed on-going departmental training

Awards and Affiliations:

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Sample Technical Support Executive Resume

Paul Hendey 5821 S Mayfield Ave Chicago, IL 60652

(123)-123-1234 name@emailaddresscom

Summary:

An innovative and highly skilled Technical Support Executive offering support and solutions to customer queries, especially pertaining to Hardware, Systems Administration, Quality and Networking; excellent time management skills; proficient in computer skills; excellent organizational skills

Professional Experience:

Technical Support Executive January 2007 - present ESPO Corporation, Chicago, IL

Responsibilities:

Oversaw, maintained, and conducted troubleshooting methods with regards to issues in customer local area networks Performed preventative maintenance in accordance with department policies Installed applications software on the networks Maintained customer network documentation Created and maintained customers' directory structures, security rights and printer configurations Discussed software applications with customers to determine level of satisfaction and/or the need to modify software

Technical Support Executive May 2004 – December 2006 ESPO Corporation, Chicago, IL

Responsibilities:

Conducted troubleshooting methods in customers' technical problems Maintained database of inventory of workstations and associated equipment Assisted in research and purchase of hardware and software Provided technical advice and assistance to customers concerning data communication equipment

Director of Customer Relations February 1999 - May 2004 ESPO Corporation, Chicago, IL

Responsibilities:

Handled all staffing concerns including recruitment, training, coaching, performance reviews Established team spirit and morale boosting recognition programs Responsible for budget forecasting and spending Developed on-going departmental training

Education:

Associate Degree in Information Technology, Rice University, 1999 Bachelor of Science in Electrical Engineering, Rice University, 1994

Skills:

Established Project Management Team Building & Leadership Knowledgeable in Staffing & Budgeting Planning & Scheduling Worked on Resource Planning & Allocation Multi-Project Administration Knowledgeable in Product Development (Software, QA, Documentation)

Awards and Affiliations:

Customer Service Association, Member American Society of Technical Professionals, Member

PERSONAL SUMMARY Hands on knowledge and experience of the maintenance and support of computer systems and networks of both small and large departments. As well as the planning and practical implementation phases of various network & security projects. Previously held responsibility for ensuring the security of stored information and also for the installation of new hardware and software and in preventing illegal alterations, damage, or disclosure of information. Valuable experience of planning, co-ordinating and controlling the security measures for information systems to regulate access to computer data files. Easy going by nature, willing to work shifts and able to get along with both work colleagues and senior managers, currently looking for a starting position as a IT Technician or Network Administrator.

TECHNICAL SUPPORT EXECUTIVE April 2008 - Present Ensuring user notification of maintenance requirements and system availability. Maintaining confidentiality with regard to the information being processed and also providing on-the-job training to new department staff members. Duties: Maintenance of email and network security systems Front Office Interfaces and Data Provision / Delivery Administering Network Workstations Firewall administration Responsibility for company IT security Providing telephone and desktop support Forecasting any needed technical improvements Budgeting for and implementing any changes Maintain site licenses for department/organization Produced informative, well-organized presentations to senior management Applying cryptography to network applications Backup and disaster recovery plans KEY SKILLS AND COMPETENCIES Prioritising and managing many open cases at one time. Testing and evaluating new technology. Responding within agreed time limits to call-outs. Communicating

technical information to non-technical personnel. Knowledge of UNIX, Software Simulation etc. Data communication / Mobile communication.

Data collections analyst:

Responsibilities

Interpret data, analyze results using statistical techniques and provide ongoing reports Develop and implement data collection systems and other strategies that optimize statistical efficiency

and data quality Acquire data from primary or secondary data sources and maintain databases/data systems Identify, analyze, and interpret trends or patterns in complex data sets Filter and “clean” data, and review computer reports, printouts, and performance indicators to locate

and correct code problems Work closely with management to prioritize business and information needs Locate and define new process improvement opportunities

Requirements

X+ years of experience as a data analyst Technical expertise regarding data models, database design development, data mining and

segmentation techniques Strong knowledge of and experience with reporting packages (Business Objects etc), databases (SQL

etc), programming (XML, Javascript, or ETL frameworks) Knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel,

SPSS, SAS etc) Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts

of information with attention to detail and accuracy Adept at queries, report writing and presenting findings BS in Mathematics, Economics, Computer Science, Information Management or Statistics

Diggital fraud analyst:

Job Description Customer Service Representative_Electronic Money Movement_October 17, 2013-130062011

Description  As an Electronic Money Movement Risk Operations Specialist, you will minimize and prevent losses resulting from high risk and fraudulent monetary and non-monetary transactions. You will work under general supervision and demonstrate some judgment capability to review and/or investigate routine risk transactions or reports. In accordance with departmental procedures and Federal Regulations, you will take proactive measures to prevent losses through any of the following: performing investigations, placing deposit holds, returning checks, restricting accounts, blocking ATM/debit cards, analyzing suspicious account activity and properly reporting and categorizing activity that has created loss exposure. You will operate in a team environment and often have customer communications as a key component of your job responsibility. You will also rely upon effective relationships with Corporate Security, the Law Department, account officers and other representatives from various lines of business, and outside financial

institutions.  Your daily activities will include:

Performing routine account activity review of complex transactions Following standard procedures and action plans to reduce exposure on suspect items and/or transactions Opening fraud or loss cases as necessary and ensuring that case files are accurate and complete with all

appropriate dispositions and detailed notes Depending upon specific function, position may communicate actions on suspect items to branch personnel,

customers, Fraud Hotline and Corporate Security as necessary Documenting the review and investigation process followed for each account reviewed and preparing

various documents, reports and system entries as necessary for financial entry, certification, reporting and statistical purposes

Ensuring that regulatory, legal, bank and audit requirements are met

·         JPMorgan Chase creates lifelong, engaged relationships with our customers by being a trusted provider of financial services.  Our employees embrace our values of Integrity, Collaboration, Service, Ownership and Innovation.Qualifications 

Have excellent attention to detail and concern for all aspects of the job Are able to evaluate and analyze data from multiple sources in a fast-paced environment Have excellent communication and personal skills Are focused on the customer Make decisions quickly that are consistent with policies and procedures to ensure positive resolution Are passionate and knowledgeable about preventing and investigating Fraud, and keeping up on latest

industry trends At least one year of experience in an operations environment involving customer service and fraud

experience.  Retail banking a plus. The ability to identify suspicious characteristics of customer transaction patterns. Ability to deliver exceptional customer service with the ability to handle irate customers with empathy. Ability to diffuse tenuous customer situations with minimal supervisory assistance or escalation. Ability to work successfully under tight time constraints in a fast-paced environment. Must possess a high degree of ability to clearly articulate yourself, both verbally and in writing. Must be highly motivated, organized, attentive to details and able to multi-task. Must possess a strong understanding of banking transactions, and have knowledge of account flow. Ability to evaluate and share process improvement opportunities. Ability to use PC applications such as, Lotus Notes, and Microsoft Office applications; MS Word and Excel

experience required. Chase application knowledge, such as, mainframe, FSD, System One, SBS a plus.

Customer Service Representatives_Fraud (DCFP)_May 31, 2012-120022272

Description  As a Risk Operations Analyst, you will minimize and prevent losses resulting from high risk and fraudulent monetary and non-monetary transactions. You will work under general supervision and demonstrate some capability to review and/or investigate routine risk transactions or reports. In accordance with departmental procedures and Federal Regulations, you will take proactive measures to prevent losses through any of the following: performing investigations, placing deposit holds, returning checks, restricting accounts, blocking ATM/debit cards, analyzing suspicious account activity and properly reporting and categorizing activity that has created loss exposure. You will operate in a team environment and often have customer communications as a key component of your job responsibility. You will also rely upon effective relationships with Corporate Security, the Law Department, account officers and other representatives from various lines of business, and outside financial institutions. Ability to: 

Independently perform routine account activity review of risky transactions Following standard procedures and action plans to reduce exposure on suspect items and/or transactions

Opening fraud or loss cases as necessary and ensuring that case files are accurate and complete with all appropriate dispositions and detailed notes

Depending upon specific function, position may communicate actions on suspect items to branch personnel, customers, Fraud Hotline and Corporate Security as necessary

Documenting the review and investigation process followed for each account reviewed and preparing various documents, reports and system entries as necessary for financial entry, certification, reporting and statistical purposes

Ensuring that regulatory, legal, bank and audit requirements are met Consistently show good decision making, professionalism, and a willingness to take ownership in reaching

an effective decision on any fraud tool. Commitment to providing the highest quality service to each customer every day Demonstrate the ability to identify, analyze, and solve problems by providing viable solutions and executing

excellent follow through and communication Demonstrate the ability to efficiently and effectively handle call center volumes

Qualifications 

Has finished at least 2nd year of college or finished a 2-year diploma course At least 1 year of inbound call center experience is required At least one year of experience in Operations, Retail and/or Deposit Risk Management or comparable

function preferred Knowledge of deposit systems and customer information systems Must possess a strong understanding of business transactions, knowledge of account flow, and financial

documents Ability to use mainframe and PC applications such as B1B applications, Vector, Lotus Notes, and Microsoft

Office applications; MS Word and Excel experience required, other MS applications experience preferred Ability to key data at 30 WPM Must have an intermediate proficiency in answering customer inquiries and providing information

Methods [edit]

There are currently two technological methods for telephone tracking. Besides an exclusively web-based function, it is possible to evaluate call numbers using a telephone server solution. In addition, there are a few software providers who support advertisers in telephone tracking.

Call-back function[edit]

The call-back function is exclusively web-based. Here, the internet user provides a phone number on the website of a company that is advertising at which he/she can be called back. As soon as the user confirms she wants to be contacted with a click of the mouse, the technology behind this automatically sets up a telephone conversation between the advertiser and the interested party.

At the same time, a cookie saves information on which online advertising medium led to the telephone call. As a web-based service, this procedure is limited to advertising measures on the internet.

Call number tracking[edit]

Unlike the call-back procedure, call number tracking does not include any web-based functions but is based on a telephone server solution. As a rule, advertisers are provided a multitude of service numbers for customer feedback, where land line numbers can also be used. This enables each print ad, each online banner and any number of other advertising media to communicate an individual phone number as a response element.[2] When an interested party phones one of the service numbers provided, the call is transferred through the telephone server to the company and it is measured via the call number, which advertising medium brought about the target customer contact. Correspondingly, in search engine marketing, precisely the keyword that caused the advertisement and via which the customer visited the website is measured. Through the synchronized evaluation of the telephone conversation and assignment of the service numbers for the individual advertising measure, this method of telephone tracking overcomes the media discontinuities of classic advertising, online marketing.

Traditional call number tracking - while serving its purpose well - requires an advertiser to maintain a pool of phone numbers. This can be costly and also interrupt an advertiser's branding efforts, as website visitors who are prospective clients interact with forwarding phone numbers that do not represent the advertiser's genuine phone number. As a result, if the advertiser decides to remove the call tracking functionality from its website and the phone numbers are not retained, the same phone numbers may later be assigned to new advertisers.

Newer call tracking technologies strive to resolve this issue. One such solution is a patent-pending technology trademarked Dynamic Capture™. The technology assigns each phone call request a unique ID, which is later sent to analytics and leads management systems. The system uses the unique ID to sync visitor source information with the call record, providing a complete call analytics solution using a single phone number. Dynamic Capture™ was launched in late 2013 by a company known as Outleads.[3]

Software for telephone tracking[edit]

The media discontinuity described above between offline and online advertising measures can be resolved using special tracking software. There are providers of tracking systems that measure the user journey or conversion chain (i.e. the sequence of clicks until conversion takes place) across all advertising channels. Most systems are limited to the online sector and neglect the advertising contacts from the offline world and consequently important stages of the user journey. It is possible, for example, that a user initially clicks on an advertising banner or a Google AdWords ad and then reaches the website of the online shop. Then he makes a phone call and enters the URL of the shop on the internet before finally making a purchase. The offline channels such as telephony are not mapped in traditional web tracking.

There are already a few providers of tracking systems who take into account the telephone as a response element to marketing measures. A special telephone tracking tool provides support here. The operator of a website, e. g. an online shop, starts by integrating the JavaScript code into their website. When a user clicks on an ad, he is assigned a cookie. The user then sees a dynamic telephone number displayed on the website via the JavaScript code. If the user dials the number, the incoming call is assigned to the user and the advertising medium last clicked on by means of

a server-to-server connection between the telephone tracking software and the telephone provider.

Google AdWords is currently testing AdWords call metrics for the US market. This new feature for the Google ad system offers the opportunity of providing a free-of-charge service number or a local number that is displayed in the AdWords advertisements.[4]

Areas of application[edit]

Particularly for high-priced, advising-intensive products such as cars or insurance, there are often queries via telephone. The calls happen relatively far along the click chain and, in some cases, they even speed up the purchasing process. Telephone tracking plays an important role in assigning these calls and the profit generated by them to an advertising channel. In addition, the significance of the call can be mapped in the purchasing chain and its position can be determined. If one takes conversion chains, to use an example, that contain a call, it becomes evident that usually this call occurs immediately preceding the profit. At the same time, it can be determined whether the shopping basket content tends to be greater when a customer has called in previously, or if the conversion chain is shorter in cases of caller participation, as the purchasing security of the customer is increased. These and other analyses are possible by means of telephone tracking and lead to a new assessment of the telephone as a channel and thus the marketing measures in this area.

In the area of Google AdWords’ search engine advertising, telephone tracking can assign calls to the keyword level. This information can be used for campaign management by, for example, increasing the cost per click bid for keywords with a high request rate. A bid management system can carry out these tasks automatically and with high statistical precision and optimize them according to individual cost-per-caller goals. In order to optimize cost-per-caller or ROI goals, the incorporation of a bid management system is necessary.

Benefits[edit]

With the help of telephone tracking, new insights into the performance of online marketing are opened up to marketing managers. Until now, telephone contact interrupted or ended the click chain so that essentially no correct cost-per-order could be calculated. This hurdle of media discontinuity has been overcome with telephone tracking. Furthermore, this tracking method resolves the problem of correct assignment of orders placed by telephone. Online traders benefit primarily from this new technology. They obtain a precise insight into the interplay of online channels and the telephone. If these sales were not taken into account, the CPO would be significantly higher and the relevant keywords might be classified as unprofitable.

Furthermore, agencies can make use of telephone tracking to demonstrate the success of their marketing measures to their customers in telephony. To date, agencies were not able to present the fact that a buyer had called and purchased due to an advertising banner.

Limitations[edit]

Despite many advantages, telephone tracking also has limitations. In order to assign each caller to a keyword, a correspondingly high number of phone numbers is needed, for example. With approximately 3 million page impressions a month and a number block of 500 phone numbers, measurements to the keyword level can be taken for about 45 minutes. With a higher number of impressions, telephone tracking is still possible but it becomes less precise as phone numbers can then only be allocated to ad group or campaign level. With corresponding distribution of the numbers, however, it can still be analyzed which ad or campaign the user clicked on last.

A further disadvantage for many customers results from the lacking memorability of the call numbers displayed. Many regular customers remember the phone number of the provider. The automatically generated call numbers can discourage these users. The problem can be avoided by assigning individual numbers only to those customers who came to the site via Google AdWords ads, for example.

Another hurdle for the deployment of telephone tracking are cookies. When a user deletes or disables these, the tracking is no longer effective. The call can no longer be assigned.

Webinar - a live online educational presentation during which participating viewers can submit questions and comments.

Common tech q and a:

Technical Support Interview Questions – 2

1. What is BIOS?

Ans: BIOS stands for Basic Input-Output System and is pronounced as “Bye-Ose“. The BIOS is available on all the computers. It makes sure that all the components of the computer can function together. It has information about all the hardware components in the Computer. BIOS can also be called as a Special Software that interfaces the major hardware components of a computer with the Operating System. It is usually stored in a Flash Memory Chip on the Motherboard.

Some functions of BIOS:

1. Performs a POST (Power-On Self Test) for all the different Hardware Components in the System to make sure everything is working properly.

2. Activating other BIOS Chips on different cards installed in the computer, for example, SCSI and Graphics Cards.

3. Provides a set of low-level suiting that the Operating System uses to interface different Hardware devices. BIOS manages things in your computer like the Keyboard, Monitor, Serial and Parallel Ports especially when the computer is Booting up.

4. Manage the settings for Hard-disk drives, System Clock etc.

Sequence of things done by the BIOS when you turn on your Computer:

1. Check the CMOS for Custom Settings2. Load the interrupt Handlers and Device Drivers

3. Initialize Registers and Power Management4. Perform POST (Power On Self Test)5. Display System Settings6. Determine which devices are Bootable7. Initialize the Bootstrap sequence

2. What are the Hardware Components of a Desktop Computer / Laptop?

Ans: The Hardware Components of a Desktop Computer / Laptop are as follows:

1. The Processor (CPU)2. Motherboard3. RAM (Random Access Memory)4. Power Supply – SMPS (Switch Mode Power Supply)5. Hard-disk Drives6. CD/DVD-ROM Drives7. Floppy Disk Drive8. Sound Card9. Graphics (Display) Card10. Keyboard11. Mouse12. Monitor

3. What are Hard-Disk Partitions?

Ans: Partitions are used to Divide a Hard-disk drive into smaller segments as required by the user and for better management of the space in it.

4. Difference between RAM and ROM?

Ans: RAM (Random Access Memory) – is used to temporarily store information that the computer is currently working on.

ROM (Read Only Memory) – This is a Permanent type of memory storage used by computers for important data which never changes. (Example: BIOS)

5. What would you check if there is no sound from your computer? (Audio not working)

1. Check for cable connections2. Check for power to the speakers3. Check for volume control4. Check for device drivers

6. If a Customer complains that his computer is working really slow, what are the things you would check?

1. Check if it is taking longer than usual to start up2. Check if it is slow with one / any particular application or slow overall.3. Check for Spyware/Malware/Virus in the computer4. Check the available Hard-Disk Drive Space in the computer.

7. What is the Blue Screen of Death (BSOD)? .

Ans: A Blue Screen of Death (or just a Blue Screen Error) is an indication of a Critical System Problem wherein the Computer freezes altogether and does not respond to anything.

To rectify this problem, try Restarting the computer or Booting into Safe Mode. For more information, read this.

8. Why are Device Drivers required?

Ans: A Device Driver (or just Driver) is a piece of software which is requied to run every Hardware Component present in the computer.

9. Name one of the latest Computer Processors (CPU) ?

Ans: Intel Pentium Quad Core, Intel I3, I5, I7 processors.

10. What is Ping?

Ans: Ping is a command that checks the connectivity with an IP address. For more read this article

11. What is a Data Cable?

Ans: A Data Cable is a Thin Plastic band-like cable used to connect the Data-Devices like Hard-disk drives, Floppy Disk Drives, CD/DVD-ROM drives with the motherboard. Data Cables are primarily used for Data Transfer.

12. Lights on a Modem / LAN Card:

Ans: Generally, there are 04 lights. They indicate the following:

1. Power Light: Shows if the device (Modem)is getting Power Supply or not.2. Link Light: Indicates if the device is getting broadband/internet signals properly from the ISP3. Data Light: Indicates wether the internet is working or not.4. Connectivity Light: Indicates the Modem is connected to a PC or not.

13. Name some of the Ports available in a Computer

Ans: Some of the commonly available ports in a Computer are as follows:

1. Keyboard & Mouse Ports – Also known as PS/2 ports2. USB Ports3. VGA Ports4. Sound Ports5. LAN Port – Also known as Ethernet Port

14. What does the term USB stand for?

Ans: USB stands for Universal Serial Bus. It allows devices to be connected or disconnected from a computer without shutting down or restarting the computer. The current version of USB is 2.0

15.What is the difference between CRT (Cathode Ray Tube) and LCD (Flat Screen Monitors)?

Ans: CRT Monitors: The Monitor has a picture tube and uses a light-gun to highlight pixels on the screen.

LCD Monitors: These monitors do not have a picture tube and contain a layer of liquid crystals on an Electronic Board.

16.What is an IP Address?

Ans: An IP address is a unique numerical identifier of every device on a network. A typical IP address can look like this: 216.27.61.141. To detect a computer’s IP Address, go to Start – Run – Type in CMD in the Run Dialogue Box and click OK or hit <Enter> – In the Command Prompt Screen that comes up, type in IPCONFIG and hit <Enter>

17. What is DHCP?

Ans: DHCP stands for Dynamic Host Configuration Protocol. It is used to generate & provide IP addresses to the computers on a network.

18. What is DNS?

Ans: DNS stands for Domain Name Services – it is used to convert URLs into IP addresses and vice-versa.

19. Mention a sample computer configuration:

Ans:

1. Intel Pentium Core 2 Duo – 3.0Ghz2. 2 GB RAM3. 300GB HDD4. DVD Writer5. 17 inches LCD Monitor6. Keyboard7. Mouse

20. Name any Five Microsoft Office Applications:

Ans:

1. MS Word2. MS Excel3. MS Powerpoint4. MS Access5. MS Outlook

21. What are RJ45 and RJ11 connectors?

Ans: RJ45 connectors are used for LAN/Ethernet connections and RJ11 connectors are used for Telephone Cable connections.

22.What is a Parallel Windows installation?

Ans: When the first installation of Windows fails to boot for some reason, another copy of Windows is installed in teh same drive but in a different directory (so that the customer can access to and backup his old data). This is called Parallel Installation of Windows.

23.Name some of the versions of Windows XP.

Ans: Windows XP Home Edition, Professional, Media Center Edition, Tablet PC Edition, Mobile

24.What are the components needed to setup a Basic Home Network?

Ans: LAN Cards, LAN Cables, Router/Hub

25. Difference betwen a WORKGROUP and a DOMAIN?

Ans: In a Workgroup, all the computers function as Peers. But in a Domain, One computer is the Server and the others are Clients.

26. What is the difference between FAT32 and NTFS file systems?

Ans: 1. NTFS allows compression and file encryption. FAT32 does not. 2. NTFS is more secure than FAT32

27. What does BOOT.INI do?

Ans: Boot.ini lists all the Operating Systems present in the computer and provide information about which partitions they are located on.

28. How would you access the Recovery Console in Windows?

Ans: By booting with the Windows XP CD and following the on-screen instructrions. The Recovery Console can also be installed in your computer.

29. Provide the names of a few Firewalls:

Ans: Norton, McAfee, Zone Alarm etc

30.What feature of Outlook Express allows multiple customers to send and receive emails, each using a separate account?

Ans: Identities

Technical Support Interview Questions – 1

1. A Customer running Windows XP (Home Edition) with an Antivirus application installed reports that he has downloaded a program from the internet and installed it in his computer. After installing the

program, he started receiving emails from people he never knew. The Customer removed the program from his computer but he is still getting those emails. How would you help this customer?

Ans: Download the most recent virus signature files and scan his computer for viruses.

2. You are configuring Power Management on your Windows XP Computer. With ACPI, Power Management should be under the exclusive contol of:

Ans: The Operating System

3. Which file must be located in the root folder of the Active Partition for Dual Booting of Windows XP and Windows ME to boot?

Ans: Boot.ini

4. A Customer calls and says he is unable to get online. He uses a cable connection to connect to the internet on a Windows XP Computer. You ping 127.0.0.1 on his computer and get the results that All the packets are Lost. What should you do next?

Ans: Rebuild the TCP/IP Stack in the users computer

5. Very frequently, users in your office put floppy disks in the drives and forget to take them out. This results in boot-up problems and results in support requests. How would you stop this computer from looking in the A: drive for boot files first.

Ans: Change the Boot Order in BIOS.

6. After Restarting your Windows XP (Professional) computer, your monitor shows a Blank, Blue screen. You remember that a new Video driver was just installed. What would be the best way to fix this problem?

Ans: Restart the Computer, Keep tapping on the F8 Key to go to the Windows Advanced Options Menu and select the option “Last Known Good Configuration” and hit the <Enter> key.

7. You need to Dual-Boot a computer with Windows XP and Windows Me. You need all the Partitions to be accesible from both the Operating Systems. Which File System would you use in this scenario?

Ans: FAT32

8. What is the command to convert a FAT32 file system to NTFS? Would there be any loss of data?

Ans: The command is: CONVERT <Drive Letter>: /fs:NTFS. There will be no effect on the data. (Data will be safe).But remember this: if you want to convert NTFS partition back to FAT32, you will have to re-format that partition and select the FAT32 file system.

9. What are the features of the Disk Defragmenter Tool in Windows XP and Windows 2000? Does the Windows XP version have any more features than the Windows 2000 version?

Ans: The features of the Disk Defragmenter Tool are the same in both Windows XP and Windows 2000. They are: 1. Enhanced Analysis Functionality 2. A Compression option 3. Increased Defragmentation Option and an Automatic Defrag-Scheduling Option.

10. You are a Desktop Support Technician at EQS. One of the customers has just installed a Brand New Printer for himself. This customer calls you after some time and says that every time he tries to print something, all he gets is some garbled text. However, the printer prints the Test Page fine. What do you think is the problem here?

Ans: The customer has installed an Incorrect Device Driver for the Printer. I would uninstall the driver, from the WIndows Device Manager and install the correct Device Driver for the Printer from the Disk that came with the Printer. (If the Disk is not available, I can still download the correct device driver from the manufacturer’s website)

11. If, upon Booting up a Computer, you see the error message “Keyboard Error…” What do you think could be the problem?

Ans: It could be that 1. The keyboard is not attached to the PC or 2. The keyboard has failed

12. If you turn on a PC and the boot-up process halts and you get the error message “Non-System Disk or Disk Error…Replace and Press any Key when Ready…” What do you think could be the problem?

Ans: A non-bootable Floppy Disk is in the Floppy-disk drive and it should be removed.

13. If, upon booting up a PC, you see a message which says “Invalid Drive Configuration..” What do you think is causing this?

Ans: This problem could be due to any of the following situations:

1. The Hard-Disk cable within the System Unit is not attached to the Controller2. The Hard Disk Drive has failed3. The Hard Disk Drive has not been partitioned.

14. If you turn on a PC and the boot process halts and you get the error message ” C:\System32\Config file missing or Corrupt” What is this due to?

Ans: The Registry Hives are corrupted. They need to be repaired.

15. A Customer complains that he keeps getting the error message “HAL.DLL missing or Corrupt”. Which file needs to be repaired/rebuilt to rectify the issue?

Ans: BOOT.INI

16. You have Norton 360. When the Firewall is turned on, you are unable to browse the internet. But if you turn off the firewall, you are able to browse. What is the first thing you would do to fix this problem?

Ans: Reconfigure Norton Firewall to allow Internet Explorer to access the internet.

17. Which utility is used to do a Software Clean Boot?

Ans: Msconfig

18. What does a “?” sign in device manager signify?

Ans: The device is not installed. ( You can refer to this article for more details). For more information on Device Manager check this article from Microsoft.

19. What is the command to start Windows System Restore from the Command Line?

Ans: rstrui.exe

20. What does the term UAC stand for?

Ans: UAC stands for User Access Control. For more information read this article.

21. You are a Desktop Support Technician. A user calls and complains that till yesterday he was able to view his CD drive in his computer. But today when he turned on his computer, he is not able to view the CD-ROM drive in “My Computer”. What can be done to fix this problem?

Ans: Open the Windows Registery Editor and Delete the Upper and Lower Filter Keys.

22. A user calls and says that whenever he starts his computer, it boots up only in Safe Mode. There is no other error message. What would you do to fix this problem?

Ans: Go to Msconfig and select Normal Mode and Restart the Computer.

23. A user complains that whenever he connects any USB 2.0 device to his computer, he gets the error message “USB device not recognized…” What could be the possible reason for this?

Ans: The USB Port could be faulty.

24. A user complains that he is no longer able to hear any sound from his computer – after he downloaded some updates from the Microsoft Website. What could be the possible reason for this?

Ans: The Windows Audio Service is Disabled. Enable it.

25. Mark uses Windows XP Professional and is connected to the internet directly through a DSL line. He wants to know how he could enable the filtering of packets and get rid of the harmful incomming data. What would you tell him?

Ans: Enable the Firewall

26. A Customer reports that his Windows XP Professional portable computer is not able to connect to any network resource and is also not able to authenticate on the network’s Active Directory Domain. The computer was fine yesterday. No other person in the organization is facing this problem. What is the first thing you would do to fix this problem?

Ans: Ask the user to Right-Click on the Network Connection icon and select “Repair” from the Menu.

27. A customer has recently upgraded from Windows 98 to Windows XP Professional. After the upgrade, it takes longer for Windows, Menus, Sub-Menus and other use interface features to open. She wants them to open faster. How can you help this customer?

Ans: Use System in Control Panel and select the option “Adjust for Best Performance” in the Performance Options dialogue box.

28. You suspect that your computer is failing because of a Corrupt Master Boot Record. Which utility is the best to fix this problem?

Ans: Recovery Console (By Using the fixmbr command)

29. You performed a Parallel installation of Windows XP (Home Edition) to resolve certain problems on a Customer’s Computer. After installation, the customer says she can see the previous profile folders in Documents & Settings but when she tries to open then, she gets an “Access Denied” error. What can you do to remove the “Access Denied” Problem?

Ans: Boot into Safe Mode, Right-Click on the Old Profile Folder, Go to Security – Advanced and give Ownership to the new user.

30. A Customer calls in and says that her copy of Windows XP went corrupt and the previous Technician installed it again without losing any data. Now when the computer boots up, it shows a menu for a few seconds and then it boots normally.She wants to get rid of this menu. You asked her about the menu options and the customer tells you that both the options in the Menu Read the same thing – Windows XP Home. How will you fix this problem so that the Menu does not appear again?

Ans: Edit the Boot.ini file and set the Timeout as 0 (Zero) or Edit the Boot.ini file and Remove the Second Option and set the Timeout as 0 (Zero)

Technical Support Interview Questions – 4

1. Which feature in MS Outlook Express allows different individuals send and receive emails in MS Outlook Express using separate accounts?

Ans: The Identities feature allows multiple customers to send and receive emails using separate accounts.

2. A customer running Windows XP Home with an antivirus application installed in his computer. He downloaded a program from the internet and installed it on his computer. After that, he began to receive e-mail messages from unknown people. The Customer removed the program but he is still receiving the e-mail messages. You need help the customer, what should you instruct the customer?

Ans. Download the most recent virus signature files and scan his computer for viruses.

3. You are installing a new Windows XP configuration and you like to specify which HAL to install. What should you do?

Ans. Boot from the Windows XP CD to initiate Setup. At the point in text-mode setup where a message at the bottom of the screen reads “Press F6 if you need to install a third party SCSI or RAID driver,” press F5.

4. When you are configuring power management on your Windows XP,who/what will control the ACPI functions?

Ans. ACPI will be fully controlled by The operating system.

5. Which file must be located in the root folder of the active partition for dual booting of Windows XP and Windows Me to boot?

C. Boot.ini

6. Customer gives a call and states that he is unable to get online. He uses a cable connection to get online on windows XP Operating system. You run the ping 127.0.0.1 on his computer and get the result as all the packets are lost. What is the next step you would perform?

Ans. Reset the TCP/IP stack

7. Frequently, users in your office leave floppy disks in drives. This causes problems when users attempt to boot with floppies still in drive and results in a support request. You want to change the computer from seeking the A: drive as the first drive to boot from. Which of the following is the best way to do this?

C. Change the boot order in CMOS

8. The range of IP addresses that ICS (Internet Connection Sharing) use by default is 192.168.0.1 through 192.168.0.254. What is the IP address of the machine on which you enabled the ICS option?

Ans. 192.168.0.1

9. After rebooting your Windows XP Professional computer, your monitor shows a blank blue screen. You remember that a Video driver was just installed. Which is the best way to recover from this?

Ans. Reboot and press F8. From the advanced option menu select the “Last Known Good Configuration” option.

10. If you need to dual boot a computer with Windows XP ( Professional) and Windows (Me) and allow all partitions to be accessible from both operating systems, which file system should be used when creating the partitions?

Ans. FAT32

11. What is the difference between the Disk Defragmenter tool in Win XP & Win 2000?

Ans. None.

12. Imagine you are a desktop support technician. One of your customers has just installed a new printer by himself. The customer later called and said that whenever he tried to print, the printer only printed some garbled text. Surprisingly, prints the test page prints normally. What do you think is the problem?

Ans. The customer installed the wrong printer driver.

13. If you turn on your computer and you get the message: “Non-System disk or disk error….Replace and press any key when ready”, what do you think the problem is likely due to?

Ans. A non-bootable floppy disk is in the floppy-disk drive and should be removed.

14. You start up your computer and get a message which says “Keyboard error”, what might be the cause of this error?

Ans. Either the keyboard is not connected to the PC or it is not working.

 

15. If, upon booting up a PC, you see a message that says: Invalid drive configuration, it could very likely be:

Ans. it could either of the following:

The Hard-disk drive is not working or has not been partitioned. The Hard-disk drive cable is not attached to the controller on the motherboard.

16. If you turn on a PC and the boot-up process halts, giving you the message: c:/system32/config file missing or corrupt, how would you fix it?

Ans. We can either repair the Windows registry hives or just repair the Windows installation using the Windows installation disc.

17. If you get an error message “ HALL.DLL missing or corrupt” which file(s) do you think is causing the problem?

Ans. The error is being caused by corrupt a NTLDR or BOOT.INI file.

 

18. If you are unable to access and browse the internet when you have the Norton 360 firewall turned on, but able to do so when it is turned off, what do you think you should do to fix this issue?

Ans. This issue can be resolved by configuring the Norton 360 firewall to allow access to Internet Explorer. (By creating an exception in Norton 360 for Internet Explorer.)

19. If you are unable to install Windows Vista Home Premium on a computer with a 1 GHz processor, 512 MB ram, 500 GB HDD what do you think can fix this issue?

Ans. This issue can be resolved by adding more RAM. We should have at least 1GB of RAM. (Remember, the more memory you add, the more it helps your computer function effectively.

20. Which Windows utility helps to Clean Boot your PC?Ans. The Windows MSCONFIG utility can be used to Clean Boot a PC.

21. If you see a “?” next to any component in the Windows Device Manager, what does it mean?

Ans. The ‘?’ in Device Manager means that the device is not properly installed. It could also mean that the driver for a device is not installed.

22. What is the name of the executable file for Windows System Restore?

Ans. The name of the executable file for Windows System Restore is called “Rstrui.exe”. However, if you have to type it in the “Run” box, it is advisable to use the full path for the file, which is “C:\windows\system32\restore\rstrui.exe”.

23. What do you think the acronym UAC stands for?

Ans. The acronym UAC stands for “User Account Control” (a Windows Vista feature.)

24. Name some of the tools in Windows XP which can be used to expand files.

Ans. Some of the tools which can be used to expand files in Windows XP are 1. MSConfig 2. The Windows Recovery Console and 3. The Command prompt.

25. How do you boot in the recovery console?

Ans. We can boot up to the Recovery Console by using the windows XP CD to start up the computer and select then select the option “press R to repair the Windows XP Installation”.

 

26. If you want to keep all your data in your computer intact when you are upgrading your computer to Windows XP Professional, what should you do? You currently have the FAT32 file system.

Ans. While upgrading a computer to Windows XP, it is good to select the option “leave the current file system intact (make no changes) and then convert the partition to NTFS (for more effeciency) after the upgradation procedure is completed.

27. You shared some files on your computer. Your friend tried to access the files you shared but ws unable to do so. He kept getting the error “The network path was not found”. What do you think is the problem?

Ans. This could mean that both the computers are not on the same network. You can put them on the same network by running the network setup wizard on both the computers.

28. If you are not able to view your CD-Rom drive in “My Computer“, what would you do to fix it?

Ans. This issue can be fixed by editing the Windows Registry and deleting the upper and lower filter keys. (Caution: Always remember to backup the registry before attempting to edit it.)

29. What would you do if your computer keeps booting into Safe Mode all the time? There are no error messages.

Ans. In this situation, we can check if the “/SAFEBOOT” option is not checked in MSConfig. We also need to make sure that the “Normal Startup” option is selected. Another thing we can do is to start up the computer to the Last Known Good Configuration (LKGC), from the Windows Advanced Boot Menu options.

30. What would you do if you keep getting the error message “USB device not recognized” when you connect any USB device to your computer?

Ans. You get this error if either the USB drivers are not installed or the USB port(s) are not working properly.

31. If there is no audio from your computer after you have downloaded some updates for your Windows XP operating system from the Microsoft website, what do you think could be the problem?

Ans. Check if the Windows Audio Service is disabled and if it is, enable it to fix the issue.

32. How will you enable packet filtering when your computer is connected to the internet using a DSL connection?

Ans. You can enable packet filtering in a Windows XP computer from the Advanced TCP/IP properties. Alternatively, you can also configure the Windows Firewall.

33. A Customer reports that his computer is not able to connect to any network resources and is not able to authenticate to the Active Directory domain within his organization. The computer was able to connect yesterday. No other users are reporting a problem today.

The Physical connectivity to the network is correct and that the computer’s network adapter displays a link light. The computer is configured to use the following IP configuration:

* IP address: 192.168.0.6* Subnet mask: 255.255.255.0* Default gateway: 192.168.0.1

You confirm that this configuration is valid on the network. How will you fix this problem?

Ans. Check the computer for a valid DNS server address.

 

34. A customer reports that his Windows XP Professional portable computer is not able to connect to any network resources and is not able to authenticate to the network’s Active Directory domain within his organization. The computer was able to connect yesterday. No other users are reporting a problem today.

 The computer is connected to the network and it can ping it’s loop-back address. During troubleshooting, you discover that the computer has the IP address: 169.254.131.217 and subnet mask: 255.255.0.0. How will you get this computer connected to the network? What would you do first? “Ans. Right-click on the network connection icon in the system tray and select the option “Repair”.

 

 

35. After upgrading to Windows XP Professional from Windows 98, the computer has really slowed down. The Windows, Menus and other options take a long time to open. What can you do to make them open up faster?

Ans. Select the “Adjust for best performance” option in the advanced system properties.

 

36. Which command would you use in the Recovery Console to retrieve a compressed file from the hard-disk drive?

Ans. The command to be used here is: Expand

 

37. A customer implemented Remote Assistance for his Windows XP professional based computer, The customer also runs his own business of troubleshooting the Financial software related issues. The customer want to check and determine if someone at a remote location needs his help for the financial software? What should you do in order to help customer configure his system to check and determine if someone at a remote location needs his help?

a. Start his e-mail program and look for e-mail message with the subject HELP REQUESTb. Start his e-mail program and look for e-mail message with the subject USER_NAME@ABC.COM where abc is his company name.c. Start his e-mail program and look for e-mail message with the subject REMOTE ASSISTANCE HELP

d. Ask the customer to enable RDP and start the terminal servicee. Ask the customer to check the system event log regularly

38. What should you do if you  get the error “Cannot send HTML forms” whenever you try to use a search engine on the internet?

Ans. In Internet Explorer, go to the Trusted Sites option and uncheck the option “Require Server verification (https://) for all servers on this zone.

 

39. Which command(s) would you use to get a list of all Microsoft signed drivers on your computer?

Ans. Type winmsd or msinfo32 in the command prompt, expand Software Environment and then select “Signed drivers“.

 

 

40. When would you normally perform a Clean Install of Windows XP? Provide any two circumstances?

Ans. A “Clean” installation of Windows XP can be done either when the current installation has to be completely removed and replaced or when there is no Operating System  (OS) installed in the computer.

41. Customer calls and says that whenever he right clicks on a File/Folder and clicks on delete, it does not go into the Recycle Bin, but gets permanently deleted. What will you do to fix this problem for the customer?

a. Ask the customer to press Shft+Del to send the files to the Recycle Binb. Inform the customer that Recycle Bin only works when you are in Safe Modec. Right click on Recycle Bin, select Properties, and uncheck “Do not move files to the Recycle Bin” option.d. Right click on Recycle Bin, select Properties, and check “Do not move files to the Recycle Bin” option

42. You performed parallel installation of windows XP Home to resolve certain problems on customer’s computer. After installation customer says that she can see the previous profile folders in Documents & Settings but when she tries to open them a message appears stating “Access Denied”. What will you do to remove the Access Denied problem?

a. The old profile folders have been locked permanently and they can not be opened nowb. Right click on the Old profile folder, go to Properties, select Security and give full permission to the new userc. Share the Old Profile folders so that they can be used by all the users.d. Boot into Safe Mode, Right click the Old Profile folder, go to Security->Advanced and give the ownership to the new user.

43. You suspect your system is failing to boot because of a corrupt master boot record. Which utility is the best to fix this?

a. Automated System Restoreb. Recovery Consolec. Device Managerd. System Restore

44. You are a desktop support technician in an organization. One of your desktop users is able to view a blank desktop whenever he reboots his desktop computer. What could be reason for it?

a. Windows system files are damaged. You need to reinstall windows.b. There is a virus on the computer.c. Display driver is missing.d. None of the above

45. Customer calls in and says that her copy of Windows went corrupt and the previous technician installed it again without losing any data. Now when the computer boots it gives a menu for few seconds and then windows boots normally. She wants to get rid of this menu. You asked about the menu options and she told that both the options in the Menu read the same thing:

Windows XP HomeWindows XP Home

Now how will you take care of this problem so that the menu does not appear again? (Choose all that apply)

a. Educate that it’s a feature of windows and now it cannot be changed, since you have two Windows Installations on this computer.b. Edit the Windows.Ini file and delete the second menu itemc. Edit the Boot.Ini file and set the Timeout as 0d. Edit the Boot.Ini file and remove the second menu option and set the Timeout as 0

46. Frequently, users in your office leave floppy disks in drives. This causes problems when users attempt to boot with floppies still in drive and results in a support request. You want to change the computer from seeking the A: drive as the first drive to boot from. Which of the following is the best way to do this?

a) Disconnect cable on floppy driveb) Change the RAM to SDRAMc) Change the boot order in CMOSd) Pull the battery

47. A customer running Windows XP Home with an antivirus application installed reports that he downloaded a program from the Internet and installed it on his computer. After installing the program, he began to receive e-mail messages from people whom he does not know. The Customer removed the program but he is still receiving the e-mail messages. You need help the customer, what should you instruct the customer?

a) Connect to the Microsoft Windows Update website and scan his computer.b) Download the most recent virus signatures and scan his computer for viruses.c) Run the Microsoft Baseline Security Analyser (MBSA) tool and scan for security updates.d) Run the security Configuration and Analysis tool and analyse his computer by using the hisecws.inf.

48. Which of these statements is NOT a function of Winsock?

a) Winsock, is a technical specification that defines how Windows network software should access network services.b) It defines a standard interface between a Windows TCP/IP client application (such as an Gopher client) and the underlying TCP/IP protocol stackc) Winsock.dll enables us to access networks

49. A user reports that he has lost his Windows XP CD however he had earlier taken backup of the Windows XP Home CD on one of the partitions of his computer. He also informs that the partitions on the hard drive are FAT 32. Customer has a windows ME boot disk and wishes to do a parallel install. What will you advice the customer to do.

a) Boot with the Windows Me CD and run winnt32.exe from the XP backup.b) Ask him to get a new Windows XP CDc) Boot with the Windows Me CD and run winnt.exe from the XP backupd) Ask customer to create XP boot disks.

50. A user reports that whenever she attempts to open a file for App1, she is directed to the C:\Program Files folder, not to her home directory. You discover that the user runs App1 by clicking a shortcut on her desktop.

 

You need to ensure that the user is directed to her home directory when she opens a file for App1. What should you do?

a) Alter the target path for the My Documents folder.b) Alter the Target setting for the shortcut properties.c) Alter the Start in setting for the shortcut properties.d) Alter the PATH system variable to include the home directory.

51. What extra features does the Disk Defragmenter tool have in Win XP that the Win 2000 version lacks?

a) Enhanced analysis functionality.b) A compression-option.c) Increased defragmentation speed and an automatic defrag-scheduling option.d) None.

52. Which of these Internet Explorer DLL’s is responsible for a secure website to function? (Select more than one)

a) Rsaenh.dllb) Dssenh.dllc) Slbcsp.dlld) Urlmon.dll

53. You are a desktop support technician for Certkiller. A customer running Windows XP Home Edition reports that he cannot find several of the buttons that usually appear on the Standard Buttons toolbar in Microsoft Internet Explorer. You need to ensure that the customer can return the standard buttons to the Standard Buttons toolbar. What should you instruct the customer to do?

a) Click the Restore Defaults button on the Advanced tab in Internet Options in Control Panel.b) Click the Reset Web Settings button on the Programs tab in Internet Options in Control Panel.c) On the View menu in Internet Explorer, point to Toolbars and clear Lock the Toolbars.d) On the View menu in Internet Explorer, point to Toolbars, select Customize, and click the Reset button.

54. Which of these email clients support a web based email account?

a) Outlook Express 6.0b) Windows Mailc) Microsoft Outlookd) Windows Live Mail

55. Which of these is the correct example for the syntax of the Expand command?

a) Expand d:\i386\jscript.dll C:\windows\systemb) Expand d:\i386\jscript.dl_ C:\windows\Systemc) Expand d:\i386\jscript.dll C:\Windows\System\jscript.dlld) Expand d:\i386\jscript.dl_ C:\Windows\System\jscript.dll

56. What is the command for converting FAT32 file system to NTFS without data loss?

a) Convertb) FSUTILc) Recoverd) None of the above

57. A user reports that she cannot connect to the Internet. You discover that the user can connect to all internal network resources, but she cannot connect to any external resources. You discover that she can connect to external resources by IP address, but not by name. You are able to connect to internal and external resources by name from your client computer. You need to ensure that the user can connect to internal and external resources by name. What should you do?

a) Configure the user’s computer to have the correct Lmhosts file.b) Configure the user’s computer to have the correct subnet mask.c) Configure the user’s computer to have the correct DNS server IP address.d) Configure the user’s computer to have the correct default gateway address.

58. A user reports that when she tries to purchase an airline ticket online, she receives the following error message: “Cannot load the page, please contact your system administrator”. You discover that she can access other sites without receiving the error message. What is the most likely cause of the error?

a) The network connection is faulty.b) The TCP/IP stack has been corrupted.c) Port 80 (HTTP) on the firewall is disabled.d) Port 443 (HTTPS) on the firewall is disabled.

59. A customer reports that he is trying to establish a connection to web sites that have URLs that start with https://. However, Internet Explorer does not establish a connection, and the user receives the following error message: “The page cannot be displayed.” You need to ensure that the user can establish a secure connection to web sites that have URLs that start with https://. What should you instruct the user to do in Internet Options in Control Panel?

a) Select the Use SSL 2.0 and Use SSL 3.0 check boxes on the Advanced tab.b) Select the Do not save encrypted pages to disk check box on the Advanced tab.c) Click the Clear SSL State button.d) Click the Certificates button and import a user certificate to the personal certificate store.

60. An external modem connects to a PC via:

a) A docking portb) A serial portc) A USB Portd) Either B or C above

61. What does a “?” signify in the Device Manager?

a) Device not installed.b) Driver needs to be updated.c) Hardware failured) Device is disabled.

62. Customer gives a call and states that he is unable to get online. He uses a cable connection to get online on windows XP Operating system. You run the ping 127.0.0.1 on his computer and get the result as all the packets are lost. What is the next step you would perform?

a) Check the modem connectionb) Check for the network adapter driverc) Reinstall the Internet explorer.d) Rebuild the TCP/IP stack

63. How do you get to the Recovery Console with Windows XP?

a) Go to Start> Run then type CMD> Recovery Consoleb) Press F 8 during start up> Go to command Prompt> Recovery Consolec) Use msconfig> Startup> recovery consoled) Boot to the Windows XP CD> Press R for repair through Recovery Console

64. HAL.dll error message is caused due to:

a) Corrupt Registryb) Missing System32c) Corrupt Boot.inid) Corrupt Kernel32

65. There are two users on a network, an Accounting Staffs and a Manager. Both of them use a network printer. The manager complains that the accounting employees always occupy the printer and he want to be able to print first. What priority value will be given to the managers to resolve the issue?

a) 100b) 99c) 1d) 0

66. How do you get to the Recovery Console with Windows XP?

A. Go to Start> Run then type CMD> Recovery ConsoleB. Press F8 during start up> Go to command Prompt> Recovery ConsoleC. Use msconfig> Startup> recovery consoleD. Boot to the Windows XP CD> Press R for repair through Recovery console

67. What does ScanDisk do?

A. Scans for unused programsB. Deletes unused programsC. Scans and Repairs errors on your computer drivesD. All of the above

68. Resource conflicts are marked with a ___ in Device Manager?

A. Red XB. Blue arrowC. Green Question markD. Yellow exclamation (?) mark

69. Which Key in Windows XP would you use to boot the computer to access the Windows Advanced Options Menu?

A. F5B. F8C. F2D. F6

70. If you upgrade to Windows XP Professional from Windows XP Home and the computer does not function properly. How would you remove Windows XP Professional from the computer?

A. Uninstall it from the Add\Remove ProgramsB. Use the osuninst command from DOSC. Format and reinstall Windows XP HomeD. Run Automated System Recovery

71. What command would you use to copy files from the Windows 98 CD to the HDD?

A. ExpandB. ExtractC. ReplaceD. Copy

72. HAL.dll error message is caused due to:

A. Corrupt RegistryB. Missing System32C. Corrupt Boot.iniD. Corrupt Kernel32

73. You need to prevent some program from starting up at boot. How will you accomplish the task on a Windows XP PC?

A. Uninstall the programs.B. Msconfig -> Disable StartupC. Msconfig -> Startup -> Uncheck unwanted programs.D. Edit autoexec.bat and delete the desired program entries.

74. How will you do a system restore in windows XP from command prompt?

A. Run> CMD> C:\windows\system32\restore\rstrui.exeB. Run> CMD> C:\windows\system32\restore.exeC. Run> CMD> C:\windows\system32\ rstrui.exeD. None of the above

75. There are two users on a network, an Accounting Staffs and a Manager. Both of them use a network printer. The manager complains that the accounting employees always occupy the printer and he want to be able to print first. What priority value will be given to the managers to resolve the issue?

A. 100B. 99

C. 1D. 0

76. What should be the first step in case we get the error “Primary HDD not found”?

A. Replace Hard Drive as it has gone badB. Check whether HDD is detected in BIOSC. Recover operating system through Recovery console since the files for loading Operating system are missing or corrupt.D. Reconnect the Keyboard

77. Page Fault errors in Win9x usually refer to errors in ___?

A. CPUB. Hard DriveC. ProcessorD. Memory

78. To install USB devices that are Plug and Play compliant using Win XP?

A. You must turn the computer off first, then plug the device in and it will be detected automatically when you restart the computerB. You must turn the computer off first, then plug the device in and on restart Win XP detects the device, then use the Add New Hardware wizard to install and configure the deviceC. Just plug the device in and it will be detected automatically even without restarting the computer.D. After plugging in Device use Add New Hardware wizard to install the Driver. Shut down the PC and the device will work fine.

79. After starting your computer you add a USB camera to your new Windows 2000 Professional computer but the device does not function. You go to Device Manager and the device is not listed. What should be your first step to install the USB camera?

A. Check whether USB support is enabled in the BIOSB. Use Add Remove Hardware wizardC. Add the camera first then start the computerD. Enable Plug and Play support in Device Manager

80. The motherboard on your Windows XP system is bad and you have it replaced. After installing the new motherboard, your system continuously reboots after POST when loading Windows. How do you correct this?

A. Choose the Last Known Good Configuration option in Advance option menuB. Choose Debugging mode and run system restoreC. Repair the installation by booting from the CDROM and pressing R for repairD. Do a system restore from advance option menu through Command prompt

81. While connecting a USB Pen drive on the computer you receive and Error Message: “HIGH-SPEED USB Device Attached To non-HIGH-SPEED Hub”. What is the reason for the error?

A. USB 2.0 Compatible Pen Drive is connected to USB 1.1 hubB. A Lower version USB pen drive is connected to higher version USB hubC. A Higher version USB pen drive is connected to lower version USB hubD. Both A and C

82. What feature of Outlook Express allows multiple users to send and receive mails, each using a separate account?

A. IdentitiesB. Group SharingC. Fast User SwitchingD. Virtual Account

83. You are trying to visit the following URL: https://partner.microsoft.com/ . However, Internet Explorer does not establish a connection, and you receive the following error message: “The page cannot be displayed”. What should you do in Internet Options in Control Panel to access these sites?

A. Select the Use SSL 2.0 and Use SSL 3.0 check boxes on the Advanced tab.B. Select the Do not save encrypted pages to disk check box on the Advanced tab.C. Click the Clear SSL State button.D. Click the Certificates button and import a user certificate to the personal certificate store.

84. Refer to the output below:

Reply from 172.16.99.2: bytes=1450 time<10ms TTL=62Reply from 172.16.99.2: bytes=1450 time<10ms TTL=62

What utility or command has been used to produce this output?

A. NbtstatB. NetdiagC. NslookupD. Ping

85. By default, how often does Disk Defragmenter run automatically in Windows Vista?

A. Every two weeksB. MonthlyC. WeeklyD. Daily

86. What I full form of TCP/IP ?

a). Transmission control Protocol / internet Productivityb). Transmission control protocol / Internet Protocolc). Transmission continuity Protocol / internet Productivityd). Transmission continuity Protocol / internet Protocol

87. Which of the following is not a email client ?

a). Internet explorerb). Thunder birdc). Out looksd). Out look Express

88. Through which of the following ways one can connect to the internet ?

a). T1b). DSLc). Cabled). All of the above

89. What of the following is not a browser ?

a). Firefoxb). Internet Explorerc). Microsoft Outlookd). Opera

90. How do you get into control panel ?

a). Start>Run>control panelb). Through accessoriesc). Through network connectiond). Start>Run>Win version

91. Frequently, users in your office leave floppy disks in drives. This causes problems when users attempt to boot with floppies still in drive and results in a support request. You want to change the computer from seeking the A: drive as the first drive to boot from. Which of the following is the best way to do this?

a). Disconnect cable on floppy driveb). Change the RAM to SDRAMc). Change the boot order in CMOSd). Pull the battery

92. Which are the two devises you need to connect to the internet?

a). Modem and Key Boardb). Modem and network cardc). USB drive and Firewired). lineout and phone

93. What is full form of RAM ?

a). Read Access Memoryb). read all Memoryc). Random Access Memoryd). Read allow Memory

94. Tick the options that you feel are operating system ?

a). MS Officeb). Window XPc). VISIOd). Windows Vista

95. How can we check version of Internet Explorer ?

a). Start>Run>IEVERb). Start>Run>IEVERSION

c). Help>about internet Explorerd). Help> IE version

96. Where are the changes made to the bios stored?

a). RAMb). CMOS batteryc). ROMd). HDD

97. What does NTFS stand for ?

a). New Technology Flat tableb). Network Technology Flat tablec). New Technology File Systemd). All of above

98. What is the full form of the word Modem ?

a). Modern Data Emulationb). Modem Data Emission Modulec). Modulator / Demodulatord). Modular Data Emulator

99. To uninstall a programme we would have to access ______________ from the control panel ?

a). Add/remove Programsb). Remove Soft warec). Uninstall softwared). all of the above

100. What does USB Stand for ?

a). Ultra Small Busb). Universal Small Busc). Universal Serial Busd). Universal Sata Buse). Ultra Slim Bus

101. What is the default browser that comes with windows XP to browse the internet ?

a). Mozillab). Firefoxc). Operad). None of the above

102. SATA is a technology used to connect ___________ .

a). Hard Disk Drivesb). USB Drivesc). network adaptersd). Monitor

103. Tick the options that are Anti Virus softwares?

a). Nortonb). Bit Defenderc). AVGd). Avira

104. What does ISP Stand for ?

a). Internally Safe portb). Internet Service Providerc). International Service Providerd). Integral Slip Portal

105. Where do deleted files go in windows ?

a). Control Panelb). Disk Bin’c). Recycle Bind). My computer

106. What do you understand by http ?

1. Hyper text transfer protocol2. Hyper text transfer policy3. Hyper text transfer program4. Hyper text transfer packets

107. What do you understand by the term ISP ?

1. Internet standard service2. Internet socket service3. Internet service provider4. None of the above

108. What do you understand by HTML ?

1. Hyper text markup language2. hyper terminal markup language3. hyper transfer markup language4. None of the above

109. What do you understand by FTP ?

1. File transfer protocol2. file transit protocol3. File traversed protocol4. File trunk protocol

110. What is the use of firewall ?

1. Block all the traffic2. Monitor and so nothing3. Monitor the incoming and outgoing traffic4. None of the above

111. What do you understand by Home page ?

1. It’s the first page or main page of a website2. Home page means any page of a website3. Home page means test page of a printer4. None of the above

112. Which language is referred as “the language of the internet” ?

1. SSL2. FTP3. AAP4. HTML

113. What type of files can be viewed in acrobat Reader ?

1. HTML2. Notes3. Codes4. PDF

114. Net Meeting is a ____________________ program from Microsoft.

1. A spread sheet program2. A word processor program3. Chatting and conferencing4. A photo editing program

115. Out look express is a email server ?

1. true2. False

116. In which folder you can save the partially composed mails ?

1. Draft2. Sent items3. out box4. None of the above

117. Which universal password is used to access a computer’s BIOS settings ?

1. Wizards2. Bill3. Password4. There is no universal way of accessing BIOS

118. Which service is responsible for managing Internet host names and domain names as well resolving the names of IP addresses ?

1. DHCP2. WINS3. DNS4. SMS

119. What is the minimum requirement for RAM in windows ?

1. 64 MB2. 128 MB3. 192 MB4. 256 MB

120. When you try to boot the computer, you get the error message: Non- system disk or disk error. What is the most likely cause of this error message ?

1. You left a non-bootable disk in the floppy drive.2. The CMOS battery has gone dead.3. your hard drive has crashed.4. There is no RAM in the system

121. Donna boots up his computer and, after a brief pause, it produces two short beeps. However the boots up fine. What is wrong with his system ?

1. The hard drive has failed2. The monitor is unplugged3. The key board is unplugged4. Nothing is wrong . In some computers two short beeps indicate a successful POST.

122. Sean states that’s his system was working fine yesterday: however today he is not able to boot. You suspect that the system is failing to boot because of a corrupt master boot record. Which utility is the best to fix this ?

1. Disk cleanup2. Device Manager3. System Restore4. Recovery Console

123. What is the minimum CPU speed required for Windows XP Home edition ?

1. 233 MHZ2. 2 GHZ3. 4 GHZ4. 8 GHZ

124. What is the recommended CPU speed for Windows XP professional ?

1. 300 MHZ2. 900 GHz3. 2 GHZ4. 4 GHZ

125. What is the minimum requirement for RAM in Windows XP

a. 64MBb. 128 MBc. 192 MBd. 256 MB

126. What are the rules for typing a command correctly called?

a. Protocolb. Syntaxc. Legacyd. Instruction set

127. You suspect your system is failing to boot because of a corrupt master boot record. Which utility is the best to fix this?

a. Automated System Restoreb. Device Managerc. System Restored. Recovery Console

128. What is the most popular API used by 3-D game developers?

a. DirectXb. OpenGLc. DigitalDirectord. RAMDAC

129. What is the shortcut command to access device manager?

a) Devmgmt.msc b) Dvmgmt.mscc) Devmgnt.mscd) Dvmgnt.msc

130. Which term refers to the router that your PC uses to connect to your Internet service provider?

a. Loopback addressb. Backbonec. IP addressd. Default gateway

131. How can you check IE version?

a. Click Help>About Internet explorer b. Click File>Work Offlinec. Click About Internet Explorer>Helpd. None

132. How browser cache helps an internet surfer?

a. It does nothingb. It loads the frequently visited websites faster c. It ask to give your personal detailsd. None

133. Which language is referred as “the language of the internet”?

a. SSLb. FTPc. AAPd. HTML

134. What is the run command to locate an IP Address in Windows 98 & ME?

a. Winipcfg b. Ipconfigc. Ipconfig /alld. Ipconfig /n

135. What you need to create for another user email account in Outlook Express?

a. New Profileb. New Messagec. New Identity d. All of the above

136. Outlook Express is a email server?

a. Trueb. False

137. In MS Outlook in which folder you can save the partially composed mails?

a. Drafts b. Sent Itemsc. Out Boxd. None of the above partially composed mails are never saved.

138. Default port number for POP3 is _______?

a. 25b. 445c. 995d. 110

139. What is the full form of ASR?

a. Automated Setup Remoteb. Automated Speech Recognitionc. Automated System Resolutiond. Automated System Recovery

140. ______________ Version of IE is bundled with Windows 7?

a. IE 6b. IE 7c. IE 8 d. IE 5.5

141. What is the other shortcut key to open Task Manager beside Ctrl + Alt + Del?

a. CTRL + ALT + Windows keyb. CTRL + SHIFT + Windows keyc. CTRL + SHIFT + ESC d. CTRL + ALT + SHIFT

142. UAC allows using the same user account into two different roles such as Standard user and Administrators.

a. True b. False

143.Which file is responsible to load NTOSKERNEL.exe and HAL.dll while booting the system with Windows XP?

a. LASS.exeb. NTLDR c. WINLOGONd. NTDETECT.COM

144. __________ is the command line tool used to transfer the data from old computer to new computer?

a. Active Directory Migration Toolb. User State Migration Tool c. DMIS Toold. None

145. Display Properties in Windows XP has been changed to _________ in Windows Vista.

a. Personalize b. Display Settingsc. Graphics Settingsd. Resolution Settings

146. An encrypted folder name is displayed in ______ color text showing it’s an encrypted folder.

a. Redb. Blackc. Blued. Green

147. Windows Vista creates only one contact directory for all users.

a. Trueb. False

148. What version of Media Player is used in Vista?

a. Version 12b. Version 11 c. Version 10d. Version 10.5

149. Standard User can install Windows Updates in Vista?

a. Yesb. No

150.What is the shortcut command to access device manager?

a) Devmgmt.msc b) Dvmgmt.mscc) Devmgnt.mscd) Dvmgnt.msc

151.What is the full form of MS- DOS?

a. Microsoft Disk Open Systemb. Microsoft Disk Operating Systemc. Microsoft Direct Operating Systemd. Microsoft Dbase Operating System

152. What is the full form of SSL?

a. Security Subsystem Layerb. Secure Socket Layer c. Secure Socket Locationd. Server Socket Layer

153. What does POP3 stand for?

a. Pretty Original Post office 3b. Post Office Protocol-3 c. Nothing; it’s just a protocol typed. Any of the above.

154. How do you print an e-mail?

a. Ctrl + Pb. File -> Printc. Print icon on the Standard toolbard. Any of the above.

155. Which command will write a new boot sector in Windows XP by using recovery console?

a. FixMBRb. Fixboot c. Bootcfgd. FixMBR /Rb

156. What is the size of standard (IPv4) IP address?

a. 4 bytes (32 bits) b. 12 bytes (96 bits)c. 32 bytes (256 bits)d. 16 bytes (128 bits)

157. What version of IE has Suggested Sites feature?

a. IE 6b. IE 7c. IE 8 d. IE 9

158. What happens if you click the ‘Reset” button under advance tab in IE?

a. It deletes all temporary filesb. It disables browser add-onsc. It resets all the changed settingsd .All of the above

159. What switch you will check under boot.ini tab in msconfig box to boot your computer without GUI mode ?

a. /SOSb. /BaseVideoc. /NoGUIBoot d  /Baudrateb.

160. Which of the following will result in a POST beep code message

a. The system is overheatingb. The video card is not seated properlyC. The keyboard is unplugged.D. The hard drive has crashed.

161. What command should you run to check and fix corrupt system files, DLLs, and other critical files?

a. CMDCONS /FIXBOOTb. SFC /SCANNOW c. CHKDSK /Rd. DEFRAG -A

162. What is the most common compressed sound format

a. MP3 b. WAVc. VOCd. TXT

163. Which of the following Internet connection methods enables you to watch television on your computer if you have a TV tuner card?

a. DSLb. Satellitec. Cable d. ISDN.

164. What is the full form of IMAP?

a. Internet Message Access Protocol b. Internet Message Application Protocolc. Internet Mail Access Protocold. Internet Mail Application Protocol

165. Which of the following operating can be upgraded directly to windows 200 professional.

a) Windows 3.1b) Windows 95c) Windows 98d) Windows NT workstation 4.0

166. What file extention is associated with Microsoft installer files

a) APPb) MSI c) INSd) DAT

167. Which service is responsible for managing internet host names and domain names as well as resolving the names IP address.

Ans: DNS

168. Which of the devices can be used to boot a computer.

a) Floppy diskb) CD

c) USB thumb drived) all of the above

169. Joey wants to change the name of a file from Start.Bat to HAMMER.BAT. Which of the following commands would accomplish this feat.

Ans: REN START. BAT HAMMAER. BAT

170. How do you open Windows mail ? ( Select all that apply)

a) From the windows mail icon in the all Programs or Programs srction of the Start Menub) From my documents folderc) From your desktop icond) By holding the O key when your computer

171. What is required to use windows mail ?

a) The Windows mail CDb) An internet connection c) A microphoned) All of the above

172. How will you enable full screen mode in the internet explorer ?

a) F6b) F11 c) ctl+ 11d) Alt+F4

173. What is the use of firewall ?

a) Block all the trafficb) Monitor the incoming and outgoing traffic c) Monitor and do nothing

174. What is the purpose of an add-on in internet application ?

a) It acts like a plug-in to view movies and animation etc. b) It overloads the browserc) It stops firewall to monitor trafficd) None of the above

175. Why flash player is required on a web page?

a) To view animation b) To view hyperlinkc) To view Home page & last paged) None of the above

176. What is the shortcut key to send a mail in outlook ?

a) Alt+S b) Shift+Sc) Crtl + Sd) Enter+S

177. Which of the following capabilities are been enchanced in IE8 ?

a) HTML Parseb) CSS Enginec) Jscript Runtimed) All of the above

178. What is full form of WHQL ?

a) Windows Hardware Quality listb) Windows Hardware Quotes listc) Windows Hardware Quality logod) Windows Hardware Quality Labs

179. In Windows XP, when the user log on the system it checks the user’s credentials in the ______ file if credentials are correct then it loads the user profile.

a) MSsigina.dllb) NTOS Kernelc) SAM d) Current Control set

180. What default version of IE is installed in Windows Vista?

a) IE 5.5b) IE 6.0c) IE 7.5d) IE 7.0

181. Under which edition of widows 7, you can use secure network with domain?

a) Starterb) Home Basic c) Home premiumd) All of the above

182. What is the full of WZC ?

a) Wireless Zero Configuration b) Wi-Fi Zero Configurationc) Wireless Zero Connectiond) Wireless Zombie

183. Media center does not allow you to record TV programmes?

a) Trueb) False