Case Scenario Exercises

In the following scenarios, you must use what you have learned throughout the lessons in this chapter to answer questions based on a real-world scenario. Read each scenario and answer the questions. If you have trouble, review the chapter and try again. You can find answers in the “Questions and Answers” section at the end of this chapter.

Scenario 1.1

John earned his MCDST and is in the process of obtaining an entry-level IT job. 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 is certain that someday he wants to own his own computer-repair or network-consulting business. He wants to make sure that he gets the best work experience possible.

1. What type of entry-level job do you think is best for John while he works to meet his goals? Why?

Scenario 1.2

You recently earned your A+ certification and are currently working in a small family- owned repair shop. You work in the repair section of the shop and do a lot of hands- on computer work, but you do not 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 that you lack some of the delicate personal skills required of a successful DST. Your boss has even mentioned that you could be a little more personable.

1. Which of the following offer the best solutions to this problem? (Select two.)

   1. Consider moonlighting two or three nights a week as a telephone call support technician. There, you will learn some of the basic personal skills required of a good DST.

   2. Quit the repair shop, and go to work immediately for an ISP. You can learn to create websites, you will learn about e-commerce, and if you are lucky, you will have to deal with people face-to-face only occasionally.

   3. Take a course on interpersonal skills at your local community college. There you will learn basic communication skills, such as how to listen and how to converse effectively with all types of people.

   4. Consider a different line of work. Communication skills, ability, talent, and personal skills come naturally to good DSTs and cannot be taught.

Scenario 1.3

An end user calls to report a problem with a locally attached printer. The user is in an office on the other side of the corporate complex, you are busy, and no other DST is available. You find out after asking a few questions that the printer actually works fine; it just prints slowly. You will not be able to visit the user’s desk in person until tomorrow, and you have learned from the user that she has quite a bit of experience with computers.

1. Which of the following solutions (they are all valid) is best under these circumstances?

   1. Tell the user to join a printer newsgroup and ask other users for advice.

   2. Tell the user to open Help And Support Center, locate the printer troubleshooter, and work through the options. There is an option to allow Windows to investigate the problem, and this might produce a solution.

   3. Tell the user to visit http://www.windrivers.com and download a new driver for the printer.

   4. Tell the user to uninstall and reinstall the printer.