Computer Maintenance Technology

SkillsUSA 2013 Contest Projects

Click the “Print this Section” button above to automatically print the specifications for this contest. Make sure your printer is turned on before pressing the button. Please Identify (in Windows registry) Where the value data would be present for object C:\WINDOWS\system32\odbcjt32.dll Answer: HKEY_LOCAL_MACHINE\SOFTWARE\ODBC\ODBCINST.INI\Driver do Microsoft dBase (*.dbf)

Please Identify (in Windows registry) Where the value would be present for object "LegalNoticeCaption" HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Winlogon

Please Identify (in Windows registry) where you would locate the registry entries for installed Hotfixes HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\HotFix

Please Identify (in Windows registry) where you would locate the current users "Wallpapaer" setting HKEY_CURRENT_USER\Control Panel\Desktop

Please Identify (in Windows registry) where you would locate the Data Value "exefile" HKEY_CLASSES_ROOT\.exe

file:///Users/craigmoore/Desktop/Contest%20Projects%202013/Raw/Computer%20Maintenance/Answer%20Key.txt[8/7/13 10:11:04 AM]

Boot Issue Scoring Rubric

Contestant Number Recorded # # # # #

Correct the boot issue and successfully boot the Windows Operating system. (25 Points) Removal of the Operating System from diagnostic mode. (15 Points)

In system properties, set performance for the visual effects to “Let Windows chose what’s best for my computer”. (12 Points) In system properties, Set memory usage to “Adjust for the performance of:” “Programs”. (12 Points) In explorer, set (By Check Mark) the following folder option: “Hide extensions for known file types” (12 Points) In explorer, set (By Check Mark) the following folder option: “Hide protected operating system files” (12 Points) In explorer, set (By Radio Button) the following folder option: “Do not show hidden files and folders” (12 Points) Total Score

SkillsUSA 2013-2014 Computer Maintenance Technology State Contest Boot Issue: Contest Tech Chair Document

Overview: Boot Issue is designed to ensure that students recognize and correct the most common causes of operating system startup failures.

Summary: There are many common causes to operating system failures. In this module, we simulate a hard disk that has a bad sector in an area that directly affects NTDETECT.COM

The NTDETECT.COM passes essential hardware configuration to the operating system loader “ntdlr”. As this system file (ntdetect) resides root of the system partition, damage to the file will cause constant rebooting.

Other issue(s) will be introduced to test a student’s skill in navigating the operating system to correct basic startup issues.

Disclaimer: We are attempting to simulate an issue that can occur at a hardware and software level. These concepts have been proven by being reproduced in labs however, we are not reproducing the issue directly for you. It is recommended that you follow the prerequisites and all instructions. When navigating control panel, we assume your have it set to “Classic View”.

We recommend that all students be allowed familiarize themselves with their briefing document shortly before beginning the module.

Prerequisites: (For Tech Chair) XP Professional Service Pack 3 Installed with “Recovery Mode” Contestant workstation with CD/DVD Readable (Recommend 5 stations for redundancy) Matching number of Windows Operating System Boot Disks (For the students to repair the OS. Timer Workstation or Stopwatch

Problem Configurations:

1.) Select “Start > Control Panel > System”. Select “Advanced” and click the “Performance” radio button. 2.) Select the “Visual Effects Tab” Tab. Set for “Adjust for Best Performance” 3.) Select the “Advanced” Tab Set the memory usage field to “System Cashe”. 4.) Click “OK”. 5.) Select Start > Run > , then type “MSCONFIG” in the run. 6.) Once System Configuration Utility opens select the general tab. Problem Configurations (continued):

7.) Select Diagnostic Startup. Apply but, do not restart then system.

Additional Problem Configuration

1.) Open Windows Explorer and from “Tools” context menu select “Folder Options” 2.) Under hidden files and folders, select “Show hidden files and folders” 3.) Uncheck “Hide extensions for know file types” and “Hide Protected operating system files”. 4.) Click Apply and Ok. 5.) Navigate to C: drive and in the root of C: and “Cut” off “NTDETECT.COM” (Copy to a flash drive to save for testing) 6.) Right click in the explorer window and create a new text document. Note: when you create, verify that is saved as NTDETECT.COM. (We include a copy of a faulty NTDETECT.com file if you would prefer to copy it in. 7.) The station may now be rebooted to test the failure state. When restarting the computer will continue to reboot when the ntldr request hardware information from NTDETECT.COM.

Remember to test all of your configurations multiple times and adjust any of the scenarios for an inclusions or exclusions.

For additional information on understanding the Windows Startup Process, refer to: http://technet.microsoft.com/en-us/library/bb457123.aspx SkillsUSA 2013-2014 Computer Maintenance Technology State Contest Boot Issue

Briefing: This module is designed to test your knowledge of understanding and troubleshooting the Windows Startup Process.

Your Task: The computer was reviewed by a technician whom was unable to resolve the issue. During the troubleshooting process, the technician placed the system in a diagnostic mode prior to restarting. Following the restart, the computer is unable to boot to the operating system.

You are expected to get the operating system to boot with several tasks that will be accompanied following removing the system from diagnostic mode in Windows.

Scoring Criteria:

25 Points Correct the boot issue and successfully boot the Windows Operating system. 15 Points Removal of the Operating System from diagnostic mode.

12 Points In system properties, set performance for the visual effects to “Let Windows chose what’s best for my computer”. 12 Points In system properties, Set memory usage to “Adjust for the performance of:” “Programs”. 12 Points In explorer, set (By Check Mark) the following folder option: “Hide extensions for known file types” 12 Points In explorer, set (By Check Mark) the following folder option: “Hide protected operating system files” 12 Points In explorer, set (By Radio Button) the following folder option: “Do not show hidden files and folders” 100 Points Possible Total Points

Command Line Scoring Rubric

Contestant Number Recorded # # # # #

Use MKDIR Command to create the directory “Apps”: (15 Points) Using move.exe the file “delprof.exe” from C:\Resources folder to C:\Apps (25 Points) Use the “Start” command to install Delete Profile with a switch to delay until the installation completes (25 Points) Using "xcopy.exe" add a host blocker C:\Windows\System32\Drivers\Etc (15 Points) Using help from a Command Prompt identify the command that is used to display or modify access control lists of files. (document in your included worksheet) (5 Points) Using help from a Command Prompt identify the command that is used to change a FAT partition to NTFS. (document in your included worksheet) (5 Points) Using help from a Command Prompt identify the command that is used to call one batch file from another. (document in your included worksheet) (5 Points) Using help from a Command Prompt identify the command that is used to display differences between files. (document in your included worksheet) (5 Points) LEFT BLANK INTENTIONALLY

Totals (100 Points)

SkillsUSA 2013-2014 Computer Maintenance Technology State Contest Module: Command Line: Contest Tech Chair Document

Overview: Command Line is designed to gets students working outside the Graphical user interface. The role of this is to teach the students that the functions performed outside the GUI also are used for a variety

Summary: Each contestant will use a pre-configure script to put in the command they will need to complete the task.

This includes: • Make a directory • Copy files • Install a program

In addition, they will need to identify 4 commands using help files.

• CACLS (Access List) • CONVERT (Change non-system partition formats) • FC (Compare files differences) • CALL (Request one batch file within a batch)

We recommend that all students be given a station setup with MS Steady State so the station is instantly “sanitized” after reboot. All work should be completed and save to a thumb drive.

Prerequisites: (For Tech Chair) XP Professional Service Pack 3 (50% free disk space required to load set/steady state) For more information on steady state please refer to: http://technet.microsoft.com/en-us/magazine/2008.01.desktopfiles.aspx Contestant workstation (Recommend 5 stations for redundancy) 5 USB Drives to save work to (Must be cleaned at the end of scoring to return drive to the next student) Timer Workstation or Stopwatch

Tech Chair Required Configuration Steps:

1.) Verify that you have enough disk space over 50% free so that MS Steady State can be loaded and configured. 2.) Load the Windows XP SP3 operating system with all appropriate drivers. Tech Chair Required Configuration Steps (continued): 3.) Copy the Student command script to “C:\Documents and Settings\All Users” 4.) Copy Delprof.exe and host to C:\Resources folder 5.) When loading steady state, remove the following check boxes when setting computer restrictions: • Remove the Shutdown and Turnoff options • Prevent users from creating folders and files on C:\ • Prevent write access to USB Storage Devices 6.) For protecting the hard disk: • Switch to On • Remove all changes at restart 7.) From this point, the image is complete, the student may restart the workstation to clean it. Note: Remind them to save their work to the USB drive. SkillsUSA 2013-2014 Computer Maintenance Technology State Contest Module: Command Line:

Briefing: This module is designed to us your skill at command line. We expect for entry level technicians to be familiar with navigating an operating system to perform tasks without having to use the Graphical User Interface (GUI).

Your Task: You have been given a command line script with 4 tasks that you are required to script out. We expect you to follow the template exactly without changing the order of the tasks in the script.

Your script will be tested on a “sanitized” workstation to verify the script is working correctly. Remove all the hash marks from the script when completed and save the file as CMTSKU[Contestant #].bat. You are not scored during the module so make certain your script is correct.

We fully encourage the use of the local workstations Help files. This will assist you with switches and functional variations of each command.

Scoring Criteria:

15 Use MKDIR Command to create the directory “Apps” Points 25 Using move.exe the file “delprof.exe” from C:\Resources folder to C:\Apps Points 25 Use the “Start” command to install Delete Profile with a switch to delay until Points the installation completes 15 Using "xcopy.exe" add a host blocker C:\Windows\System32\Drivers\Etc Points 5 Using help from a Command Prompt identify the command that is used to Points display or modify access control lists of files. (document in your included worksheet) 5 Using help from a Command Prompt identify the command that is used to Points change a FAT partition to NTFS. (document in your included worksheet) 5 Using help from a Command Prompt identify the command that is used to Points call one batch file from another. (document in your included worksheet) 5 Using help from a Command Prompt identify the command that is used to Points display differences between files. (document in your included worksheet) 100 Total Points Available Points

@echo off cls

REM **Item # Using make directory (MKDIR or MD) create a folder calls "Apps" (15 Points) REM ************************************************************************************************ ************************************************* Echo.&Echo Creating directory Apps [INSERT COMMAND HERE] Apps

REM **Item # Using "move.exe" move the file delprof.exe to C:\Apps REM ************************************************************************************************ ************************************************* Echo.&Echo Moving delprof.exe to C:\Apps [INSERT COMMAND HERE] C:\Resources folder\delprof.exe C:\Apps

REM **Item # Using "move.exe" move the file delprof.exe to C:\Apps REM ************************************************************************************************ ************************************************* Echo.&Echo Installing Delprof.exe [INSERT COMMAND HERE] [SWITCH] C:\Apps\delprof.exe

REM **Item # Using "xcopy.exe" add a host blocker REM ************************************************************************************************ ************************************************* Echo.&Echo Copying hosts for website security [INSERT COMMAND HERE] C:\Resources folder\host.* C:\Windows\System32\Drivers\etc /y

file:///Users/craigmoore/Desktop/Contest%20Projects%202013/Raw/Computer%20Maintenance/CommandLine_Student_Template.txt[8/7/13 10:11:14 AM] @echo off cls

REM **Item # Using "move.exe" move the file delprof.exe to C:\Apps REM ************************************************************************************************ ************************************************* Echo.&Echo Installing Delprof.exe Start /WAIT C:\Apps\delprof.exe

REM **Item # Using "xcopy.exe" add a host blocker REM ************************************************************************************************ ************************************************* Echo.&Echo Copying hosts for website security Xcopy C:\Resources folder\host.* C:\Windows\System32\Drivers\etc /y

file:///Users/craigmoore/Desktop/Contest%20Projects%202013/Raw/Computer%20Maintenance/CommandLineJudesKey.txt[8/7/13 10:11:14 AM] SkillsUSA 2013-2014 Computer Maintenance Technology State Contest Module: Command Line:

STUDENT WORKSHEET

Using help from a Command Prompt identify the command that is used to display or modify access control lists of files.

Command ______

Using help from a Command Prompt identify the command that is used to change a FAT partition to NTFS.

Command ______

Using help from a Command Prompt identify the command that is used to call one batch file from another.

Command ______

Using help from a Command Prompt identify the command that is used to display differences between files.

Command ______

Customer Service Module # ______SkillsUSA CMT - Contestant Grading form 2013-14

Step # Description Point Value Points Earned

1 Greet customer and name exchange 10

2 Listen to customer concerns / issues with unit and ask clarifying questions 20

3 Offer customer data backup and explain privacy / confidentiality policies 20

4 Complete computerized service order 30

a Complete customer information section -

b Complete device type section -

c Complete service description -

d Complete pricing and costs section -

e Print service order and obtain customer’s signature -

5 Closing which should include or reiterate 20

a Explanation of all work to be performed -

b Answer any questions the customer might have -

c Explain the next steps in repair process / thank customer -

Total 100 pts

SkillsUSA 2013-2014 Computer Maintenance Technology State Contest Module: Customer Service: Contest Tech Chair Document

Overview: This module is designed to identify which students can successfully communicate with live customer based on a very specific set of criteria

Summary: Each contestant will be required to interact with a customer during an “Intake Process”. They are not fixing the issue during the module.

The following must be completed correctly

• Greet the customer and exchange names • Listen to the customers concerns about the unit and ask clarifying questions • Offer the customer a data backup • Explain privacy and confidentiality policies • Complete a computerized service order • Complete customer information forms • Select the device type • Complete a service description • Complete pricing and cost section • Print service order and obtain customer signature • Proper Customer Closing • Answer questions • Explain the process to repair and thank the customer

The credits will be assessed on how accurately the student identifies and records the customer information in SOMS (Service Order Management System) and complete every step identified in the process with quality and the highest level of customer service.

The National Technical Committee will also specify the recommended issue for this problem so they can be resolved within a short period of time. ( 5 minute Maximum )

We recommend that all students be allowed familiarize themselves with module requirements shortly before beginning the module and completely verify all work.

Prerequisites: (For Tech Chair) XP Professional SP 3 (Recommend all patches and versions .Net Framework) .Net Framework 4 ( internet connection required ) during install only Service Order Management System (SOMS) (INCLUDED for Supervisor) 1 Student workstations for documentation/scoring Laser Printer Set the default Printer for the Laser Printer Timer Workstation (INCLUDED IN SOMS)

Tech Chair Required Configuration Steps:

1.) Copy the SOMS program to the local workstation and run the installation program. 2.) Setup a printer and complete a test reviewing the process and completing an order. (A PDF Creator can be substituted in place of the printer however) You should print a form for the customer to sign. 3.) Start SOMS from C:\Documents and Settings\[USER]\Desktop\SOMS\SOMS 4.) Run through the scenario multiple times until you have comfort level with the objectives and pace of the 5 minute timeframe and can explain to the judges.

Additional Information: The power point may be displayed for them during the contest briefing. SkillsUSA State CMT customer service testing sub module

Five (5) minute Layout of interview of the Observing testing area customer by the judge technician to obtain necessary information with No bootable which to device found computer generate a Timer 5:00 min used by Services technician Price properly Problem listing to completed and laptop complete signed and computer repair generate required service order. service Customer order technicians technician Hand notes (optional) SkillsUSA CMT contest performance evaluation Customer / technician interaction

Step #1 • Greeting customer and Name exchange

Step #2 • Listen to customer concerns / issues with unit and ask clarifying questions

Step #3 • Offer customer data backup • explain privacy and confidentiality policies SkillsUSA CMT contest performance evaluation Customer / technician interaction

Step #4 • Complete computerized service order • Complete customer information section • Complete device type section • Complete service description • Complete pricing and costs section • Print service order and obtain signature

Step #5 • Closing which should include or reiterate Explanation of all work to be performed • Answer any questions the customer might have • Explain the next steps in repair process / thank customer Customer Service Module # ______SkillsUSA CMT - Contestant Grading form 2013-14

Step # Description Point Value Points Earned

1 Greet customer and name exchange 10

2 Listen to customer concerns / issues with unit and ask clarifying questions 20

3 Offer customer data backup and explain privacy / confidentiality policies 20

4 Complete computerized service order 30

a Complete customer information section -

b Complete device type section -

c Complete service description -

d Complete pricing and costs section -

e Print service order and obtain customer’s signature -

5 Closing which should include or reiterate 20

a Explanation of all work to be performed -

b Answer any questions the customer might have -

c Explain the next steps in repair process / thank customer -

Total 100 pts Interview setup equipment list

ü Computer ü Printer ü Pc power cable ü Printer carry bag ü speakers ü Printer power cable ü Laptop ü Usb cable ü Laptop ac adapter ü White paper ü Mouse ü Extension cords ü keyboard ü Service order program ü Monitor ü Table ü Monitor power cord ü Two chairs ü Vga monitor cable ü Clipboard with score sheets ü Shelf talker ü Legal note pad ü Services price list ü pens Hello,Thank You for using the Corectology Technical Assistance Team. My operator ID is [Insert contestant number] How may I assist you today? [PAUSE WAIT FOR CUSTOMER RESPONSE]

****CUSTOMER/JUDGE****:I am having an issue with my display. Everything is large and I don't have a full color palette.

I am sorry you are having this issue, let me collect some brief information from you before we begin. Could you provide your First name and your service agreement number? [PAUSE WAIT FOR CUSTOMER RESPONSE]

****CUSTOMER/JUDGE****:My name is Glen Davis and my service agreement number is 14468798

Thank you for that infomation. One moment while I verify your information. May I have your permission to access your computer? [PAUSE WAIT FOR CUSTOMER RESPONSE]

****CUSTOMER/JUDGE****:Yes, thanks

Thank You Mr. Davis, I will now be accessing your computer. Let me verify your issue. [Please restate the customers issue]

****CUSTOMER/JUDGE****:My screen for some reason seems to be really big and when I look at digital photos, it seems like I don't seem the full spectrum of colors.

Thank You Mr. Davis, I will will now investigate this problem and will be back with you shortly. [RESOLVE THE ISSUE]

Thank you for your patience Mr. Davis, I believe I have resolved your issue and like to review the solution with you. [YOU ARE NOW RESPONSIBLE FOR PROVIDING THE DETAILS OF THE SOLUTION] Our service here at Corectology is very important to our customers. If you were to received a survey in the next 24 to 48 hours would you be able to say that I have resolved your issue today? [PAUSE WAIT FOR CUSTOMER RESPONSE]

[CUSTOMER ANSWER "YES"] Thank You Mr. Davis, we appriciate your feedback.

[CUSTOMER ANSWER "NO"] Thank You Mr. Davis, we appriciate your feedback and value you as a customer. What could we do to further assist you or resolve your issue to your satisfaction?

We thank you for using Corectology Technical Assistance, have a nice day.

file:///Users/craigmoore/Desktop/Contest%20Projects%202013/Raw/Computer%20Maintenance/HelpDeskScript%20-%20Judge.txt[8/7/13 10:11:22 AM] Hello,Thank You for using the Corectology Technical Assistance Team. My operator ID is [Insert contestant number] How may I assist you today? [PAUSE WAIT FOR CUSTOMER RESPONSE]

Thank you for that infomation. One moment while I verify your information. May I have your permission to access your computer? [PAUSE WAIT FOR CUSTOMER RESPONSE]

Thank You (Mr. or Ms.), I will now be accessing your computer. Let me verify your issue. [Please restate the customers issue] **YOUR INDIVIDUAL INPUT REQUIRED HERE***

Thank You (Mr. or Ms.), I will will now investigate this problem and will be back with you shortly. [RESOLVE THE ISSUE]

Thank you for your patience (Mr. or Ms.), I believe I have resolved your issue and like to review the solution with you. [YOU ARE NOW RESPONSIBLE FOR PROVIDING THE DETAILS OF THE SOLUTION] Our service here at Corectology is very important to our customers. If you were to received a survey in the next 24 to 48 hours would you be able to say that I have resolved your issue today? [PAUSE WAIT FOR CUSTOMER RESPONSE]

[CUSTOMER ANSWER "YES"] Thank You (Mr. or Ms.), we appriciate your feedback.

[CUSTOMER ANSWER "NO"] Thank You (Mr. or Ms.), we appriciate your feedback and value you as a customer. What could we do to further assist you or resolve your issue to your satisfaction?

We thank you for using Corectology Technical Assistance, have a nice day.

file:///Users/craigmoore/Desktop/Contest%20Projects%202013/Raw/Computer%20Maintenance/HelpDeskScript.txt[8/7/13 10:11:22 AM] SkillsUSA 2013-2014 Computer Maintenance Technology State Contest Technical Support Chat Session

Briefing: This module is designed to engage you in chat support services which has become a common industry standard.

Your Task: You will be given a customer support script which you are expected to follow exactly. The customer will present an issue to you which you will be expected to resolve. You will be responsible for explaining your resolution “IN YOUR OWN WORDS” so choose those words carefully.

You will use the RA invitation to connect to the customers system ONLY when instructed. Your service duration should be around 5 minutes. When exceeding the 5 minute time period, you will be deducted points. It you exceed 7 minutes support time, your point totals will be deducted at a higher rate.

Scoring Criteria:

10 Greet with correct introduction and identify contestant operator ID Points 10 Show customer concern for issue and collect more information Points 10 Request computer access from the customer Points 10 Ask clarification question of customer issue Points 20 Review and resolve the technical problem(s) Points 10 Resume chat and review resolution with customer Points 10 Validate Customer is satisfied with explanation and resolution Points 10 Verify customer acceptance Points 10 Close chat properly Points

SkillsUSA 2013-2014 Computer Maintenance Technology State Contest Module: Technical Support Chat: Contest Tech Chair Document

Overview: Technical support chat is designed to ensure that students observe professionalism and high level customer service while correcting issues and to maintain satisfaction of the customer. This document is for Contest Chairs only and may not be redistributed.

Summary: Each contestant will contact the customer via one of the two following methods • A desktop RA Invitation (Most commonly used) • Offer remote desktop assistance (Recommended for domain computers)

Both methods are available through Microsoft Windows XP. The Help Desk Technician (the contestant) will be required to connect to the customer remotely and service a short series of problems on the computer.

The credits will be assessed on how closely the student follow instructions and attention to detail in obtaining the issue from the customer, identifying and correcting the issue, simplified explanation to the customer, and proper closure.

The National Technical Committee will also specify the recommended issue(s) for this problem so they can be resolved within a short period of time. (Usually 5-7 minutes)

We recommend that all students be allowed familiarize themselves with the process shortly before beginning the module and that they follow ALL RECOMMENDED DIALOG (as would be the standard for all contact center support environments) They may not assume the customer has any technical expertise . An electronic text format (.txt/Notepad file) must be present on their desktop to allow the student to cut and paste the dialog so that they strictly maintain standards and minimize typing.

Prerequisites: (For Tech Chair) XP Professional Service Pack 3 2 Customer workstations w/ network connection for redundancy Contestant workstation w/ network connection (Recommend 5 stations for redundancy) 1 Network Switch (Managed or Unmanaged) Appropriate Network Cabling All computers connected on 1 network subnet See http://technet.microsoft.com/en-us/library/cc958832.aspx 1 USB Drive to transfer the invitation file (Optional) Domain security / Applied Remote Desktop Permissions Timer Workstation or Stopwatch

Tech Chair Required Configuration Steps: (RA Invitation) 1.) Create a base XP Professional image that will be sued for both the customer station and 1 for the help desk employee with a minimum of Service Pack 3. (All service packs strongly encouraged. 2.) Verify in System Properties (Remote tab) the computer you will create the remote assistance invitation on will allow connections. For domain users: verify remote users are allowed to access the computer and select appropriate active directory/domain membership. 3.) From the customers desktop navigate to the folder in the Windows root drive C:\WINDOWS\pchealth\helpctr\binaries. 4.) Open Help Center using HelpCtr.exe. 5.) From the Category “Pick a Task” select “Use Tools to view your computer information and diagnose problems. See figure 5a

Figure 5a: Selecting the “Tools” option within Help Center

6.) Select “Remote Assistance from the top of the directory. 7.) Select “Invite someone to help you”. See figure 7a

Figure 7a: Starting a Remote Assistance Invitation

8.) Choose “Save invitation as a file” when selecting how an assistant will contact you. 9.) Set a name and invitation expiration. (Note: set time in format of days) Select Continue. See figure 9a (On Next page)

Figure 9a: Setting the invitation length.

10.) Select the recipient to require a password. Set a password of “skillsusa” and confirm the password. Select Save Invitation. 11.) The “Save As” dialog window will open. Save the file to a USB Flash Drive 12.) The RA Invitation is now created. 13.) Copy the RA Invitation to the desktop of the contestant system.

For additional technical information on creating remote assistance invitations, review http://technet.microsoft.com/en-us/library/bb457004.aspx#EFAA the section on “Using Remote Assistance via saving a file”.

Potential Problem Configurations:

Scenario 1 Setting Customer Date and Time Setting

The customer during initial setup selected the wrong time zone and needs to know how to set that and the local time. (Note: Control Panel instruction provided in “Classic View”)

1.) From the XP Desktop, Select “Start > Control Panel > Date and Time 2.) Select the “Time Zone” Tab. 3.) The customer had selected (GMT -10.00 Hawaii). Change to the appropriate time zone. 4.) Set time to the correct local time.

Potential Problem Configurations (continued):

Scenario 2 Setting Customer Desktop Screen Resolution

The customer has a screen where they do not see the full spectrum of colors and the fonts in the customer’s opinion are large. The screen resolution is set at 800 by 600. We expect the technician to set it to a minimum of 1024 by 768 and change the highest color scheme available.

In most scenarios the 16 color scheme we employed. If you would like to add additional complexity, a generic driver could be in place if you provide a drive library for the student to install. (Note: Control Panel instruction provided in “Classic View”) Other methods may be employed.

1.) From the XP Desktop, Select “Start > Control Panel > Display 2.) Select the “Settings” Tab. 3.) Adjust “Screen Resolution” and “Color Quality” to the appropriate level. 4.) Verify Color Palette display using a digital photo to test.

Scenario 3 Setting Customer Desktop Background

The customer wants to customize there desktop background however, they do not know how to do that. (Note: Control Panel instruction provided in “Classic View”) Other methods may be employed.

1.) From the XP Desktop, Select “Start > Control Panel > Display 2.) Select the “Desktop” Tab 3.) Select Background. 4.) Click “OK”.

Remember to test all of your test all of your configurations multiple times and adjust any of the scenarios for an inclusions or exclusions. Tech Support Chat Scoring Rubric

Contestant Number Recorded # # # # #

Greet with correct introduction and identify contestant operator ID: (10) Points Show customer concern for issue and collect more information (10 Points) Request computer access from the customer (10 Points)

Ask clarification question of customer issue (10 Points)

Review and resolve the technical problem(s) 20 points)

Resume chat and review resolution with customer (10 points) Verify Customer is satisfied with explanation and resolution (10 Points)

Verify customer acceptance (10 points)

Close chat properly (10 points)

Totals (100 Points)

Windows Registry Scoring Rubric

Contestant Number Recorded # # # # #

Correct any registry based issues. Partial Credit: Incomplete removal of value. 30 Points 20 Points (Partial) Removal of any accompanied component. 10 Points No Partial Credit

Please Identify (in Windows registry) Where the value data would be present for object C:\WINDOWS\system32\odbcjt32.dll Please Identify (in Windows registry) Where the value would be present for object "LegalNoticeCaption"

Please Identify (in Windows registry) where you would locate the registry entries for installed Hotfixes

Please Identify (in Windows registry) where you would locate the current users "Wallpapaer" setting

Please Identify (in Windows registry) where you would locate the Data Value "exefile"

Total Score

SkillsUSA 2013-2014 Computer Maintenance Technology State Contest Windows Registry STUDENT WORKSHEET

1.) Identify any location(s) where a registry issue is present:

2.) Please Identify (in Windows registry) Where the value data would be present for object C:\WINDOWS\system32\odbcjt32.dll

3.) Please Identify (in Windows registry) Where the value would be present for object "LegalNoticeCaption"

4.) Please Identify (in Windows registry) where you would locate the registry entries for installed Hotfixes

5.) Please Identify (in Windows registry) where you would locate the current users "Wallpapaer" setting

6.) Please Identify (in Windows registry) where you would locate the Data Value "exefile"

SkillsUSA 2013-2014 Computer Maintenance Technology State Contest Module: Windows Registry: Contest Tech Chair Document

Overview: This module is designed to identify which students can successfully navigate Windows registry while having to make a minimal amount of critical changes.

Summary: Each contestant will be required to solve one registry related issue and also, to be able to identify 5 registry components being provided a “Key”, “Value” or “Value Data”.

The following must be completed correctly

• Identify and resolve a malware issue nested in the registry and provide the registry location. The resolution will require that the registry pointer to the malware object is removed. Only partial credit will be assessed if the object is disabled through MSCONFIG or if the malware file is the only item removed. • Please Identify (in Windows registry) Where the value data would be present for object C:\WINDOWS\system32\odbcjt32.dll • Please Identify (in Windows registry) Where the value would be present for object "LegalNoticeCaption" • Please Identify (in Windows registry) where you would locate the registry entries for installed Hotfixes • Please Identify (in Windows registry) where you would locate the current users "Wallpapaer" setting • Please Identify (in Windows registry) where you would locate the Data Value "exefile"

The credits will be assessed on how accurately the student identifies and records the correct registry path. Partial credit may be assessed based a specific criteria.

The National Technical Committee will also specify the recommended issue for this problem so they can be resolved within a short period of time. (Usually 10-15 minutes)

We recommend that all students be allowed familiarize themselves with module requirements shortly before beginning the module and complete verify all work.

Prerequisites: (For Tech Chair) XP Professional Service Pack 3 1 Judging workstations for documentation/scoring 5 Contestant workstations (recommended) Timer Workstation or Stopwatch

Tech Chair Required Configuration Steps:

1.) Create a base Windows XP (SP3) image with all patches and security updates. 2.) In the directory C:\WINDOWS\system32 open notepad and create/save a file “MSStartup.vbs”. We provide a completed copy of the file if you would like to copy it to the directory. 3.) Within the notepad session insert the following script Items:

• wscript.sleep 120000 • CreateObject("WScript.Shell").Run "shutdown.exe -r -f -t 0", 0, False

Figure 3a : A sample of create your own script

4.) At this point, you may run the script to verify wscript.exe starts and the script properly executes a shutdown after 2 minutes. Note: You may confirm wscript.exe is running from Windows Task Manager. (You may start a timer to verify the accuracy of the script) 5.) After confirming your malware file is working, a call to the file will need to be nested in the appropriate place in the registry. Open regedit.exe by Clicking on Start > Run > and typing “regedit” in the selection field (open ;) and click OK. 6.) From regedit, navigate to: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Run 7.) From the edit menu, create a new string value named “MSStartup”.

Figure 7a: View of registry string

8.) Edit the string and enter the data value of “C:\WINDOWS\system32\MSStartup.vbs” (Quotations must precede and end the value data.) (See figure 8a)

Figure 8a: Duplicating the value data 9.) Restart the system and verify upon login that the wscript is running at startup and verify your malware reboot occurs.

Searching Windows registry:

1.) Open regedit.exe by Clicking on Start > Run > and typing “regedit” in the selection field (open ;) and click OK. 2.) From the edit menu select “find”. 3.) Enter a “Key”, “Value” or “Value Data” to locate the registry path to your object.

Registry keys or value may be substituted if you have a need to present a unique challenge. SkillsUSA 2013-2014 Computer Maintenance Technology State Contest Windows Registry

Briefing: This module is designed to test your knowledge of Windows registry.

Your Task: The computer may have a registry based issue present that you will be expected to correct. In addition to this issue, you will be required to search the registry using regedit.exe to locate a Key, Value, or Value Data.

When correcting registry based issues, if you determine that a value or its value data have a negative impact, you are expected to remove the value and value data from the registry and any accompanied component. Partial credit may be assessed if you did not complete the process but used means to identify or correct the issue by other methods.

Scoring Criteria:

30 Points Correct any registry based issues. Partial Credit: Incomplete removal 20 Points (Partial) of value. 10 Points Removal of any accompanied component. No Partial Credit

12 Points Please Identify (in Windows registry) Where the value data would be (x2) Points (Partial) present for object C:\WINDOWS\system32\odbcjt32.dll 12 Points Please Identify (in Windows registry) Where the value would be (x2) Points (Partial) present for object "LegalNoticeCaption" 12 Points Please Identify (in Windows registry) where you would locate the (x2) Points (Partial) registry entries for installed Hotfixes 12 Points Please Identify (in Windows registry) where you would locate the (x4) Points (Partial) current users "Wallpapaer" setting 12 Points Please Identify (in Windows registry) where you would locate the No Partial Credit Data Value "exefile" 100 Points Possible Total Points

SkillsUSA 2013-2014 Computer Maintenance Technology State Contest Windows Registry JUDGE PARTIAL CREDIT SCORING TABLE

POINTS Description 20 Points HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Run Deactivation through MSCONFIG.exe 10 Points HKEY_LOCAL_MACHINE\SOFTWARE\ODBC\ODBCINST.INI\Driver do Microsoft dBase (*.dbf) Locating C:\WINDOWS\system32\odbcjt32.dll 8 Points HKEY_LOCAL_MACHINE\SOFTWARE\ODBC\ODBCINST.INI\ Locating C:\WINDOWS\system32\odbcjt32.dll 6 Points HKEY_LOCAL_MACHINE\SOFTWARE\ODBC\ Locating C:\WINDOWS\system32\odbcjt32.dll 4 Points HKEY_LOCAL_MACHINE\SOFTWARE\ Locating C:\WINDOWS\system32\odbcjt32.dll 2 Points HKEY_LOCAL_MACHINE\ Locating C:\WINDOWS\system32\odbcjt32.dll 10 Points HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ Locating: "LegalNoticeCaption" 8 Points HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\ Locating: "LegalNoticeCaption" 6 Points HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\ Locating: "LegalNoticeCaption" 4 Points HKEY_LOCAL_MACHINE\SOFTWARE\ Locating: "LegalNoticeCaption" 2 Points HKEY_LOCAL_MACHINE\ Locating: "LegalNoticeCaption" 10 Points HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ Locating: “Hotfix” 8 Points HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\ Locating: “Hotfix” 6 Points HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\ Locating: “Hotfix” 4 Points HKEY_LOCAL_MACHINE\SOFTWARE\ Locating: “Hotfix” 2 Points HKEY_LOCAL_MACHINE\ Locating: “Hotfix” 8 Points HKEY_CURRENT_USER\Control Panel\ Locating "Wallpapaer" 4 Points HKEY_CURRENT_USER\ Locating "Wallpapaer" No Partial Credit HKEY_CLASSES_ROOT\.exe

20 Points Max Partial Credit Registry Issue 38 Points Max Partial Credit Registry Locations

Please Identify (in Windows registry) Where the value data would be present for object C:\WINDOWS\system32\odbcjt32.dll Answer: HKEY_LOCAL_MACHINE\SOFTWARE\ODBC\ODBCINST.INI\Driver do Microsoft dBase (*.dbf)

Please Identify (in Windows registry) Where the value would be present for object "LegalNoticeCaption" HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Winlogon

Please Identify (in Windows registry) where you would locate the registry entries for installed Hotfixes HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\HotFix

Please Identify (in Windows registry) where you would locate the current users "Wallpapaer" setting HKEY_CURRENT_USER\Control Panel\Desktop

Please Identify (in Windows registry) where you would locate the Data Value "exefile" HKEY_CLASSES_ROOT\.exe

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