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Why? CHAPTER 1: INTRODUCTION TO DESKTOP SUPPORT Scenario 1-2: Strengthening Personal Skills You recently earned your A+ certification and are currently working in a small, fam­ ily-owned repair shop. You work in the back and do a lot of hands-on computer work but you don’t have much interaction with the public. Although you are extremely talented at repairing hardware, adding memory, repairing printers, and performing similar tasks, and you have exceptionally good problem-solving skills, you know you lack some of the delicate personal skills required of a successful desktop technician.

You determine it has been disabled. You inform the user that Sys- User keeps System Restore tem Restore must have at enabled. least 200 MB of hard disk space to function, and it must be enabled. User complains that every time she clicks the Outlook Express icon, Outlook opens instead. You determine that Outlook is configured as the default e-mail client, and make the appropriate changes. You inform the end user that she can set defaults for the e-mail client, Web browser, newsgroup reader, calendar, and more on the Programs tab of the Internet Options dialog box.

Personal skills CASE SCENARIOS Scenario 1-1: Choosing the Best Entry Level Job John has decided to earn his MCDST and is in the process of obtaining an entrylevel job in information technology. He enjoys working with people, but he also enjoys the hands-on aspect of the technology. He has several computers at home and he has connected them and configured a small domain just for the fun of it. He likes working inside the computer, too, adding memory, replacing cards, and so on, and he’s certain that someday he wants to own his own computer-repair or network consulting business.

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