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 job in information technology. 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’s certain that someday he wants to own his own computer-repair or network consulting business. He wants to make sure he gets the best work experience possible.

• 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 don’t 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 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.

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’ll 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’ll learn about e-commerce, and if you’re lucky, you’ll only have to deal with people face-to-face occasionally.

3. Take a course on interpersonal skills at your local community college. There you’ll 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 can’t be taught.