Chapter 11: Understanding Operational Procedures
1. D. When a computer is experiencing random reboots and phantom problems that disappear after reboot, you should open the cover, clean everything (if it’s dirty), and reseat all cards and chips. Some components could have gunk on them that carries an electrical charge or could have experienced “chip creep,” where they slowly work themselves out of their sockets.
2. C. A high-voltage probe is designed to release the electricity from high-voltage components, which are found in the back of CRT computer monitors. Wearing an antistatic wrist strap when working on a computer monitor can cause the stored-up electric current to be released through your body, which could result in serious injury or death!
3. B. The Material Safety Data Sheet (MSDS) contains information about chemical properties, including what to do if an accident occurs.
4. D. Companies are not legally required to provide MSDSs to consumers. However, most will if you ask. The best place to look is the manufacturer’s website.
5. A, B. Accidents and near-accidents should always be reported. Dirt isn’t usually a safety issue. Rain could be, but hopefully that doesn’t affect the inside of your building.
6. B. Most people can feel an electric shock at about 3,000 volts. However, computer equipment can be damaged with as little as 100 volts.
7. A, B. Antistatic wrist straps, bags (for parts), and floor mats can all help reduce the risk of ESD. There are no antistatic hair nets (but if you have long hair, it’s best to tie it back so it doesn’t contact the computer parts). Shuffling your feet on the floor will actually increase the risk of ESD.
8. B, D. Private sector employers are required by OSHA to maintain a safe work environment. This includes maintaining tools and equipment, keeping records of accidents, and displaying a safety information poster.
9. A. Monitors should be recycled after the end of their useful life. They contain many harmful elements, including lead, that can cause environmental problems.
10. C, D. You should always lift with your legs, not your back. This means bending at the knees and not the waist. Monitors should be carried with the glass face toward your body. Using carts for heavy objects is a good idea, as is ensuring that your path is free of safety hazards, such as trip hazards.
11. C. Alkaline batteries should always be recycled. Throwing them in the trash means they’ll end up in a landfill where they can contaminate the environment. Burning batteries is always a bad idea because they will explode.
12. B, D. If you encounter prohibited material, you should confiscate and preserve the material and report it through the correct channels. Confronting the issue directly with the user before you have established a proper case could cause problems.
13. C. You should page the user and let them know they need to verify access. You also should tell them that you saw the sticky note and highly recommend that they change their password and not write it down. Logging in to the system using the information you found would be violating the privacy of that user and should not be done. Further, logging in with someone else’s information makes you a potential scapegoat for any data that is corrupted or missing until the user changes the password.
14. C. While calling and sending e-mail are both solutions to this situation, calling the customer provides an immediate means of communication that you know will get there. Inform the customer of the situation and offer to be out the first opportunity you can, which will hopefully be first thing in the morning.
15. D. While there is no perfect solution to problems of this type, the best solution is to find someone else who can mediate and help you understand the problem.
16. C. Physical abuse violates respect and should be avoided at all costs. You should try to calm the user down. If you cannot do this, you should leave the site immediately and not return until it is safe to do so. You may also want to report the incident to your management so that they’re aware of the situation.
17. B. The customer is expressing a concern that she was not shown respect by a technician from your company. You should apologize and make your manager aware of the situation or concern. Unless you are a supervisor, which is not implied in the question, you should not personally talk to the technician about the issue.
18. D. You should always act with confidence and in a way similar to how you would want to be treated if you were in the customer’s situation. Ignoring, downplaying, and joking about the vice president’s obvious concern are very poor choices.
19. C. The best solution is to meet the customer’s needs and solve his problem. If that means you have to summon additional help or resources, you should do so.
20. B, C. You should leave a note for the user explaining what you did and include your contact information. You should also notify your manager and the user’s manager that you have completed your task.