220-1102 Practice Test 6 — 10 Questions

Question 1

A technician is on a support call with a user who has a strong accent and is speaking quickly. The technician is having difficulty understanding the issue. What is the most professional way to handle this?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Ask the user to speak more slowly and repeat the problem, apologizing for the difficulty.. It demonstrates active listening and professional courtesy by politely asking the user to slow down and repeat the issue. This approach maintains rapport, ensures accurate information gathering, and avoids misdiagnosis that could lead to wasted time or incorrect troubleshooting steps. In a support context, clear communication is essential for identifying the root cause and applying the correct fix.

Answer

Pretend to understand and hope the issue becomes clear during troubleshooting.

Answer

Transfer the call to a different technician who might understand the accent better.

Answer

Tell the user that their accent is hard to understand and ask them to email the problem instead.

Question 2

A technician is configuring a new wireless network for a school. The network must support hundreds of student devices simultaneously and provide strong security. The school wants to use a single SSID with individual logins for students. Which security protocol should the technician choose?

Accepted Answer

WPA3-Enterprise with 192-bit encryption.. WPA3-Enterprise with 192-bit encryption is the correct choice because it provides the strongest security for a large-scale deployment with individual logins. It uses 802.1X authentication with a RADIUS server, supporting unique credentials for each student, and mandates 192-bit minimum-strength security suite (CNSA Suite) for encryption, offering enhanced protection against brute-force and dictionary attacks compared to WPA2-Enterprise.

Answer

WPA2-PSK with a long passphrase.

Answer

WPA2-Enterprise with 802.1X and RADIUS.

Answer

WPA3-Personal with SAE.

Question 3

A small office has a UPS that emits a loud beeping sound and a burning smell. The technician suspects the battery is overheating. What is the correct immediate action?

Accepted Answer

Unplug the UPS and move it to an open, well-ventilated area.. The correct immediate action is to unplug the UPS and move it to an open, well-ventilated area. A burning smell combined with loud beeping indicates a critical thermal runaway condition in the battery, which can lead to fire or explosion. Disconnecting the UPS from mains power stops the charging current that is likely exacerbating the overheating, and moving it to a ventilated area reduces the risk of toxic gas accumulation and fire spread.

Answer

Replace the battery while the UPS is still plugged in.

Answer

Reset the UPS by pressing the power button.

Answer

Spray the UPS with a fire extinguisher.

Question 4

A customer is returning a leased laptop that contains sensitive client data. The lease agreement requires that the data be irrecoverably destroyed, but the laptop must remain functional for the next lessee. Which method should you use?

Accepted Answer

Run a secure erase utility that overwrites all sectors with zeros.. A secure erase utility that overwrites all sectors with zeros (e.g., using ATA Secure Erase or a tool like DBAN) renders the data irrecoverable by standard forensic methods while leaving the drive functional for the next lessee. This satisfies the lease agreement's requirement for data destruction without damaging the hardware. Quick formats only remove file system pointers, leaving data recoverable, while degaussing or physical destruction would render the laptop non-functional.

Answer

Perform a quick format of the hard drive.

Answer

Use a degausser to demagnetize the drive.

Answer

Physically shred the hard drive.

Question 5

A user reports that their Windows 10 PC fails to boot and displays a 'Boot Configuration Data is missing' error. You need to repair the boot configuration using the Windows Recovery Environment. Which administrative tool should you run from the command prompt in the recovery environment?

Accepted Answer

bootrec /rebuildbcd. The 'Boot Configuration Data is missing' error indicates that the BCD store, which contains boot-time configuration parameters, is corrupted or missing. The `bootrec /rebuildbcd` command scans all disks for Windows installations and allows you to rebuild the BCD store from scratch, directly addressing the missing or corrupt boot configuration data.

Answer

sfc /scannow

Answer

DISM /Online /Cleanup-Image /RestoreHealth

Answer

chkdsk /f

Question 6

A technician is setting up a wireless network for a home office. The client is concerned about neighbors accessing their internet. The technician enables WPA2-PSK with a strong passphrase. Which additional step should the technician take to ensure the network is as secure as possible?

Accepted Answer

Disable WPS on the router.. WPA2-PSK with a strong passphrase already provides robust encryption, but WPS (Wi-Fi Protected Setup) introduces a significant vulnerability. WPS allows devices to connect via an 8-digit PIN, which can be brute-forced in a matter of hours using tools like Reaver, exposing the network to unauthorized access. Disabling WPS eliminates this attack vector, making the network as secure as possible.

Answer

Enable WPS for easy device pairing.

Answer

Disable SSID broadcast.

Answer

Enable MAC address filtering.

Question 7

A technician is preparing to deploy a security patch to 50 workstations. The change request has been approved, and the patch has been tested on a pilot group. During the deployment, five workstations fail to install the patch. What should the technician do next according to change management best practices?

Accepted Answer

Halt the deployment and execute the rollback plan for the failed workstations. According to change management best practices, when a deployment encounters failures, the immediate priority is to halt the deployment to prevent further issues and then execute the rollback plan to restore the failed workstations to their previous known-good state. This ensures stability and minimizes disruption, as the rollback plan was already defined and approved as part of the change request. Continuing or forcing the patch could lead to system instability or security vulnerabilities.

Answer

Continue deploying to the remaining workstations and troubleshoot the failures later

Answer

Force the patch to install using administrative tools

Answer

Submit a new change request for the failed workstations

Question 8

A technician needs to deploy a configuration change to 50 Windows 10 computers using a script. The script must check if a specific registry key exists before modifying it. Which scripting construct should be used?

Accepted Answer

An if-else statement. The script needs to conditionally execute code based on whether a registry key exists. An if-else statement is the correct construct for this because it evaluates a condition (e.g., Test-Path 'HKLM:\Software\MyKey') and executes one block if true (modify the key) and another if false (skip or create). Loops are for repetition, not conditional branching, and try-catch handles runtime errors, not existence checks.

Answer

A for loop

Answer

A while loop

Answer

A try-catch block

Question 9

A small business uses a shared iMac for customer check-ins. The manager wants to restrict which apps users can open and prevent changes to system settings without creating separate user accounts. Which macOS feature should you configure to meet this requirement?

Accepted Answer

Configure Parental Controls (Screen Time) for the user account. Parental Controls (Screen Time) allows administrators to restrict app usage and system settings changes on a per-user basis without creating separate user accounts. This feature can limit which applications a user can open and prevent modifications to system preferences, meeting the manager's requirement directly.

Answer

Enable FileVault full-disk encryption

Answer

Use the Guest User account

Answer

Apply a firmware password

Question 10

A technician is tasked with removing a persistent malware infection that survives reboots and re-infects the system even after a full antivirus scan in Safe Mode. The malware appears to hide in the Master Boot Record (MBR). Which removal method should the technician use?

Accepted Answer

Use the Windows Recovery Environment to run bootrec /fixmbr.. The malware is hiding in the Master Boot Record (MBR), which is the first sector of the boot drive and loads before the operating system. Running `bootrec /fixmbr` from the Windows Recovery Environment (WinRE) overwrites the MBR code with a clean Windows bootloader, effectively removing the malware that persists there. This method targets the infection at its source, unlike antivirus scans that run after the OS loads and cannot access the MBR while it is in use.

Answer

Run a system file checker (sfc /scannow) from within Windows.

Answer

Perform a clean installation of Windows without formatting the drive.

Answer

Disable System Restore and delete all restore points.