4 hours

Familiarity with PCs in a DOS 6.x/Windows 3.11 or Windows 95 environment

To provide the user with the knowledge and skills necessary to master the A+ Core exam

After this course the student should be able to:
1. identify hardware components of the system and necessary setup procedures
2. identify system upgrade potential and compatibility of installable components
3. describe the operation of various Intel microprocessors
4. describe the various PC bus technologies
5. outline the function of the PC BIOS

4 hours

Familiarity with PCs in a DOS 6.x/Windows 3.11 or Windows 95 environment

To provide the user with the knowledge and skills necessary to master the A+ Core exam

After this course the student should be able to:
1. identify hardware components of the system and necessary setup procedures
2. determine the appropriate commands and parameters to initialize media and back up data

4 hours

Familiarity with PCs in a DOS 6.x/Windows 3.11 or Windows 95 environment

To teach the student how to diagnose and repair PCs and their peripherals

After this course the student should be able to:
1. identify common questions that should be asked when determining a customer's hardware and software problems
2. identify common hardware and software failures
3. understand methods for replacing hardware components (FRUs)
4. identify and understand system boot sequences

3 hours

Familiarity with PCs in a DOS 6.x/Windows 3.11 or Windows 95 environment

To teach the essentials of PC safety and preventative measures

After this course the student should be able to:
1. dispose of batteries and CRTs
2. discharge a CRT
3. describe electrical hazards and ESD protection procedures
4. describe potential environmental hazards

4 hours

Familiarity with PCs in a DOS 6.x/Windows 3.11 or Windows 95 environment

To enable the student to differentiate between effective and ineffective behaviors and their contribution to the maintenance or achievement of customer satisfaction

After this course the student should be able to:
1. discuss customer service and explain how to improve it
2. outline the three types of needs customers have - security, social, and results
3. describe the steps needed to achieve good customer relationships
4. describe how to communicate with customers
5. discuss ways to defuse tension and deal with conflict
6. describe the operation of a helpdesk
7. discuss the procedures that should be followed when answering a call or putting a customer on hold
8. discuss some of the ways that you can prepare for a customer visit

4 hours

Familiarity with PCs in a DOS 6.x/Windows 3.11 or Windows 95 environment

To teach the essentials of installing, configuring, and maintaining networking support on a PC

After this course the student should be able to:
1. describe how the Internet has developed into a worldwide network and explain common internetworking terms
2. describe some of the typical network applications
3. describe how to configure Internet Explorer 4.0
4. discuss some techniques for troubleshooting Internet access
5. discuss some requirements for dial-up networking
6. explain how to configure a modem for Internet access
7. discuss how to troubleshoot problems with dial-up networking
7. discuss LAN technologies
8. explain how to configure a PC for network access