Security Basics And IT Professional

3.1 BASIC TROUBLESHOOTING 3.1.1 The Security
PROCESS Troubleshooting Process

Troubleshooting Process

Document Findings, Actions and Outcomes

STEP
06

o List of the tasks required to document the problem and the solution.

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3.1 BASIC TROUBLESHOOTING 3.1.2 Common Problem and
PROCESS Solutions for Security

Common Problems and • Security problems can be attributed to
Solutions hardware, software, or connectivity issues, or
some combination of the three.

• The figure is a chart of common security
problems and solutions

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3.1 BASIC TROUBLESHOOTING 3.1.2 Common Problem and
PROCESS Solutions for Security

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3.1 BASIC TROUBLESHOOTING 3.1.3 Data Backup In Windows
PROCESS

Data Backup in windows

A data backup stores a copy of the information on a computer to removable
backup media that can be kept in a safe place.

Backing up data is one of the most effective ways of protecting against data
loss.

Data can be lost or damaged in circumstances such as theft, equipment
failure, or a disaster.

If the computer hardware fails, the data can be restored from the backup to
functional hardware.

Data backups should be performed on a regular basis and included in a
security plan.

The most current data backup is usually stored offsite to protect the backup
media if anything happens to the main facility.

Backup media is often reused to save on media costs.

Windows backups can be done manually or scheduled to takes place
automatically.

To successfully back up and restore data in Windows, the appropriate user
rights and permissions are required:

01 All users can back up their own files and folders. They can also back up

files for which they have the Read permission.

02 All users can restore files and folders for which they have the Write

permission.

03 Members of the Administrators, Backup Operators, and Server

Operators (if joined to a domain) can back up and restore all files,
regardless of the assigned permissions.

https://www.windowscentral.com/how-make-full-backup-windows-10

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3.2 PROTECTION AGAINST 3.2.1 Malicious Software
MALICIOUS SOFTWARE Protections Programs

Malicious Software Protection Programs

Malware is malicious software that is installed on a computer without the
knowledge or permission of the user.
It may take several different anti-malware programs and multiple scans to
completely remove all malicious software.
Anti-malware available for these purpose are: Anti-virus, anti-spyware, anti-
adware, and phishing programs.
It may take several different programs and multiple scans to completely
remove all malicious software.

Run only one malware protection program at a time.

Virus protection An antivirus program typically runs automatically in the background
and monitors for problems. When a virus is detected, the user is
Spyware warned, and the program attempts to quarantine or delete the virus.
protection
Antispyware programs scan for key loggers, which capture your
Adware keystrokes, and other malware so that it can be removed from the
protection computer.
Phishing
protection Anti-adware programs look for programs that display advertising on
your computer.

Antiphishing programs block the IP addresses of known phishing
websites and warn the user about suspicious websites.

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3.2 PROTECTION AGAINST 3.2.2 Signatures File Updates
MALICIOUS SOFTWARE

Signature File Updates

New viruses are always being developed, therefore security software must be
continually updated.

A virus signature is a set of unique data, or bits of code, that allow it to be
identified.

Anti-virus software uses a virus signature to find a virus in a computer file
system, allowing to detect, quarantine and remove the virus.

In the anti-virus software, the virus signature is referred to as a definition file
or DAT file.

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3.2 PROTECTION AGAINST 3.2.2 Signatures File Updates
MALICIOUS SOFTWARE
Open the antivirus or antispyware
To update signature file, follow these steps: program.
If the program is set to execute or
Create a Windows Restore Point. 1 obtain updates automatically, you
If the file you load is corrupt, 2 may need to turn the automatic
setting a restore point allows you feature off to perform these steps
to go back to the way things were. manually.

Select the Update button. 3

After the program is updated, use it

4 to scan the computer.

When the scan is complete, 5 Set the antivirus or antispyware
check the report for viruses or 6 program to automatically update
other problems that could not and run on a scheduled basis.
be treated and delete them
yourself.

CAUTION:
When downloading signature files from a mirror, ensure that the mirror site is a legitimate site. Always link to
the mirror site from the manufacturer’s website.

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3.2 PROTECTION AGAINST 3.2.2 Signatures File Updates
MALICIOUS SOFTWARE

Signature File Updates

01

02

03

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3.3 PROTECTION PHYSICAL 3.3.1 Physical Computer and
EQUIPMENT Network Equipment Protection

Physical Equipment Protection Methods Methods

Physical security is as important as data security. Network infrastructure such as
cabling, telecommunication equipment, and network devices, with the following:

01 Secured telecommunications rooms, equipment cabinets, and cages
02 Cable locks and security screws for hardware devices
03 Wireless detection for unauthorized access points
04 Hardware firewalls
05 Network management system that detects changes in wiring and patch

panels

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3.3 PROTECTION PHYSICAL 3.3.1 Physical Computer and
EQUIPMENT Network Equipment Protection

Physical Equipment Protection Methods Methods

Disabling AutoRun

01 Another method of hardware security is to disable the AutoRun feature of

the operating system.

02 By disabling the AutoRun feature on Windows XP, a user can minimize the

security risk from a malicious program running automatically when new
media is connected to the computer.

Two-factor Authentication

01 Computer equipment and data can be secured using overlapping protection

techniques to prevent unauthorized access to sensitive data.

02 Example two-factor authentication is using a password and a smart card to

protect an asset.

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3.3 PROTECTION PHYSICAL 3.3.2 Security Hardware
EQUIPMENT

Security Hardware

Security hardware helps prevent security breaches and loss of data or equipment.

The security policy should identify hardware and equipment that can be used
to prevent theft, vandalism, and data loss.

There are several methods of physically protecting computer equipment:

Use cable locks with Use security cages around
01 equipment. 04 equipment.

. Label and install sensors,

02 Keep telecommunication 05 such as Radio Frequency
rooms locked. Identification (RFID) tags,

03 Fit equipment with on equipment.
security screws.
06 Install physical alarms
triggered by motion-

detection sensors.

Use webcams with motion-
07 detection and surveillance

software.

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3.3 PROTECTION PHYSICAL 3.3.2 Security Hardware
EQUIPMENT

Security Hardware

For access to facilities, there are several means of protection:

01 Card keys that store user data, including level of access
02 Biometric sensors that identify physical characteristics

of the user, such as fingerprints or retinas
03 Posted security guard
04 Sensors, such as RFID tags, to monitor equipment

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3.3 PROTECTION PHYSICAL 3.3.2 Security Hardware
EQUIPMENT

Security Hardware

The Right Security Mix

A computer in a busy public place, such as a library,
01 requires additional protection from theft and vandalism.

02 In a busy call center, a server may need to be secured in
a locked equipment room.

Where it is necessary to use a laptop computer in a public
03 place, use a security dongle to ensures that the system

locks if the user and laptop are separated.

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3.3 PROTECTION PHYSICAL 3.3.2 Security Hardware
EQUIPMENT

Security Hardware

Service Packs and Security Patches

Regular security updates are essential to combat new
01 viruses or worms.

02 A technician should understand how and when to install
patches and updates.

Patches are code updates that manufacturers provide to
03 prevent a newly discovered virus or worm from making a

successful attack

04 A Service Pack is a combination of patches and updates.

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04

Chapter 4

IT Professionalism and Ethics

4.1 DEMONSTRATE IT PROFESSIONAL

4.1.1 Communication skill and the
it professional

● An IT professional must be familiar with the legal and ethical issues that are inherent in

this industry.

● Troubleshooting is as much about communicating with the customer as it is about

knowing how to fix a computer.

● Learn to use good communication skills as confidently as you use a screwdriver.

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4.1 DEMONSTRATE IT PROFESSIONAL 4.1.2 Communication Skills,
Troubleshooting and Professional

Behavior

Communication Skills and Troubleshooting

● A knowledgeable technician who uses good communication skills will

always be in demand in the jobs market. As technical knowledge
increases, so does ability to quickly determine a problem and find a
solution.

● A technician should establish a good rapport with the customer since a

relaxed customer is better able to explain the details of the problem.

● The technician has access to several communication and research tools.
● Any of these resources can be used to help gather information for the

troubleshooting process:

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4.1 DEMONSTRATE IT PROFESSIONAL 4.1.2 Communication Skills,
Troubleshooting and Professional

Behavior

Communication Skills and Professionalism

● A technician’s professionalism and good communication skills will enhance their

creditability with the customer.

● Successful technicians control their own reactions and emotions from one customer call

to the next.

● A good rule for all technicians to follow is that a new customer call means a fresh start.

Never carry your frustration from one call to the next.

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4.2 PROPER ATTITUDE WHILE WORKING 4.2.1 Use communication skills to
WITH CUSTOMER determine customer problems

Determine Customer Problems

● First tasks of the technician is to determine the type of computer problem that

the customer is experiencing.

● Three rules at the beginning of conversation:

1. Know - Call your customer by name.

2. Relate - Use brief communication to create a one-to-one connection

between you and your customer.

3. Understand - Determine the customer’s level of knowledge about the

computer to know how to effectively communicate with the customer.

● The technician should:

○ Practice active listening skills.
○ Do not interrupt the customer.
○ Listen carefully to what the other person is saying, and let them finish

their thought.

○ After the customer has explained the problem, clarify what the customer

has said.

○ Ask some follow-up questions, if needed.
○ Use all of the information to complete the work order.

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4.2 PROPER ATTITUDE WHILE WORKING 4.2.2 Professional behavior with
WITH CUSTOMER customers

● When dealing with customers, it is necessary to be professional in all aspects.
● Handle customers with respect and prompt attention. On a phone call, know how to:

○ Place a customer on hold.
○ Transfer a customer without losing the call.
○ Help the customer focus on and communicate the problem.
○ Stay positive by focusing on what you can do to help.
○ Convey an interest in helping the customer.

● The process to follow before put a customer on hold:

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4.2 PROPER ATTITUDE WHILE WORKING 4.2.2 Professional behavior with
WITH CUSTOMER customers

● The process for transferring a call:

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4.2 PROPER ATTITUDE WHILE WORKING 4.2.2 Professional behavior with
WITH CUSTOMER customers

The following is a list of behaviors to avoid when communicating

with a customer :

• Do not minimize a customer’s problems.
• Do not use jargon, abbreviations, acronyms, and slang.
• Do not use a negative attitude or tone of voice.
• Do not argue with customers or becoming defensive.
• Do not say culturally insensitive remarks.
• Do not be judgmental or insulting or call the customer names.
• Avoid distractions and do not interrupt when talking with

customers.
• Do not take personal calls when talking with customers.
• Do not talk to coworkers about unrelated subjects when

talking with the customer.
• Avoid unnecessary holds and abrupt holds.
• Do not transfer a call without explaining the purpose of the

transfer and getting customer consent.
• Do not use negative remarks about other technicians to the

customer.

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4.2 PROPER ATTITUDE WHILE WORKING 4.2.3 Keeping the customer
WITH CUSTOMER focused on the problem

Recognizing these traits will help them to manage the
call accordingly.

1. Talkative Customer
2. Rude Customer
3. Angry Customer
4. Knowledgeable Customer
5. Inexperienced Customer

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4.2 PROPER ATTITUDE WHILE WORKING 4.2.3 Keeping the customer
WITH CUSTOMER focused on the problem

Talkative Customer :

● A talkative customer discusses everything except the problem and uses the call to

socialize

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4.2 PROPER ATTITUDE WHILE WORKING 4.2.3 Keeping the customer
WITH CUSTOMER focused on the problem

Rude Customer :

● Complains during the call, makes negative comments, may be abusive and

uncooperative, and may be easily aggravated.

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4.2 PROPER ATTITUDE WHILE WORKING 4.2.3 Keeping the customer
WITH CUSTOMER focused on the problem

Angry Customer :

● Talks loudly, tries to speak when the technician is talking, is usually frustrated

and upset that they have to call somebody to fix the problem.

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4.2 PROPER ATTITUDE WHILE WORKING 4.2.3 Keeping the customer
WITH CUSTOMER focused on the problem

Knowledgeable Customer :

● A knowledgeable customer wants to speak with a technician that is equally

experienced in computers and usually tries to control the call.

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4.2 PROPER ATTITUDE WHILE WORKING 4.2.3 Keeping the customer
WITH CUSTOMER focused on the problem

Inexperienced Customer :

● An inexperienced customer has difficulty describing the problem and may not

able to follow directions correctly.

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4.2 PROPER ATTITUDE WHILE WORKING 4.2.4 Proper Netiquette
WITH CUSTOMER

● For email and text communications, there is a set of personal and business etiquette

rules called Netiquette.

● General rules that apply to all online interactions with customers and co-workers:

○ Respect other people’s time.
○ Share expert knowledge.
○ Respect other people’s privacy.
○ Be forgiving of other people’s mistakes.

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4.3 EMPLOYEE BEST PRACTICES 4.3.1 Time and Stress Management
Technique

Workstation Ergonomics

● Make sure that your desk layout works well.
● Have your headset and phone in a position that is easy to reach and easy to use.
● Adjust your chair to a comfortable height.
● Adjust your monitor to a comfortable angle.
● Place your keyboard and mouse in a comfortable position.
● Minimize external distractions such as noise.

Time Management

● Follow the business policy of company.
● Keep a list of callback customers.
● Do not give favorite customers faster or better service.
● When reviewing the call boards, do not take only the easy customer calls.
● Do not take the call of another technician, without

Stress Management

● Do not carry any frustrations from one call to the next.
● Do some physical activity to relieve stress.
● Stand up and take a short walk.
● Do a few simple stretch movements or squeeze a tension ball.
● Take a break and try to relax

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4.3 EMPLOYEE BEST PRACTICES 4.3.2 Service Level Agreements
(SLA)

● When dealing with customers, it is important to adhere to that customer's service

level agreement (SLA).

● An SLA is a contract that defines expectations between an organization and the

service vendor to provide an agreed-on level of support.

● A legal agreement that contains the responsibilities and liabilities of all parties

involved.

● Some of the contents of an SLA usually include the following:

○ Response time guarantees (often based on type of call and level of service

agreement)

○ Equipment and software that is supported

○ Where service is provided

○ Preventive maintenance

● Some of the contents of an SLA usually include the following:

○ Diagnostics
○ Part availability (equivalent parts)
○ Cost and penalties

○ Time of service availability (for example, 24x7 or Monday to Friday, 8 a.m.

to 5 p.m. EST)

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4.3 EMPLOYEE BEST PRACTICES 4.3.3 Business Policies

Customer Call Rules

● Most call centers have very specific rules on how to handle customer calls:

○ Maximum time on call (example: 15 minutes)
○ Maximum call time in queue (example: 3 minutes)
○ Number of calls per day (example: minimum of 30)

○ Passing calls on to other technicians (example: only when absolutely necessary

and not without that technician’s permission)

○ What you can and cannot promise to the customer (see that customer’s SLA for

details)

○ When to follow the SLA and when to escalate to management

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4.3 EMPLOYEE BEST PRACTICES 4.3.3 Business Policies

Call Center Employee Rules

● There are also rules to cover general daily activities of employees:

○ Arrive at your workstation on time and early enough to become prepared,

usually about 15 to 20 minutes before the first call.

○ Do not exceed the allowed number and length of breaks.
○ Do not take a break or go to lunch if there is a call on the board.
○ Do not take a break or go to lunch at the same time as other technicians

(stagger breaks among technicians).

○ Do not leave an ongoing call to take a break, go to lunch, or take some

personal time.

○ Make sure that another technician is available if you have to leave.
○ Contact the customer if you are going to be late for an appointment.
○ If no other technician is available, check with the customer to see if you

can call back later.

○ Do not show favoritism to certain customers.
○ Do not take another technician’s calls without permission.
○ Do not talk negatively about the capabilities of another technician.

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4.3 EMPLOYEE BEST PRACTICES 4.3.3 Business Policies

Customer Satisfaction

● The following rules should be followed by all employees to ensure customer

satisfaction:

○ Set and meet a reasonable timeline for the call or appointment and

communicate this to the customer.

○ Communicate service expectations to the customer as early as possible.

○ Communicate the repair status with the customer, including explanations for

any delays.

○ Offer different repair or replacement options to the customer, if applicable.
○ Give the customer proper documentation on all services provided.
○ Follow up with the customer at a later date to verify satisfaction.

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4.4 ETHICAL AND LEGAL ISSUES IN THE IT 4.4.1 Ethical and Legal
INDUSTRY Considerations

● Computer Forensics is the collection and analysis of data from computer systems,

networks wireless communications, and storage devices as part of a criminal
investigation.

● Illegal computer or network usage

○ Depending on the country, illegal computer or network usage may include:
■ Identity theft
■ Using a computer to sell counterfeit goods

■ Using a computer or network to create unauthorized copies of

copyrighted materials, such as movies, television programs, music,

■ and video games

■ Using a computer or network to sell unauthorized copies of

copyrighted materials

■ Pornography

● Two basic types of data are collected when conducting computer forensics

procedures:

○ Persistent data - Stored on local drive, when computer turned off this data

is preserved

○ Volatile data - Stored in Ram and cache, disappears when computer is

turned off.

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4.4 ETHICAL AND LEGAL ISSUES IN THE IT 4.4.2 Cyber Law
INDUSTRY

● Cyber law is a term to describe the international, regional, country, and state

laws that affect computer security professionals.

● Cyber laws explain the circumstances under which data (evidence) can be

collected from computers, data storage devices, networks, and wireless

communications.

● IT professionals should be aware of the cyber laws in their country, region, or

state.

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4.4 ETHICAL AND LEGAL ISSUES IN THE IT 4.4.3 Legal Procedures Overview
INDUSTRY

Documentation

● The documentation required by a system administrator and a computer

forensics expert is extremely detailed.

● They must document not only what evidence was gathered, but how it was

gathered and with which tools.

● Document as much information about the security incident as possible.

These best practices provide an audit trail for the information collection
process.

● The following, at a minimum, should be documented if illegal activity is

discovered:

○ Initial reason for accessing the computer or network

○ Time and date

○ Peripherals that are connected to the computer

○ All network connections

○ Illegal activity that you have witnessed (or you suspect has occurred)

○ Which procedures you have executed on the computer or network

Chain of Custody

● For evidence to be admitted, it must be authenticated. A system

administrator should be able to prove how this evidence was collected,
where it has been physically stored, and who has had access to it between
the time of collection and its entry into the court proceedings.

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4.5 CALL CENTER TECHNICIANS TASK 4.5.1 A Call Center

● A call center environment is usually very professional and fast-paced.
● It is a help desk system where customers call in and are placed on a callboard.
● Available technicians take the customer calls
● All the computers in a call center have help desk software. The technicians use this

software to manage many of their job functions

● Each call center has business policies regarding call priority. A sample chart of how calls

can be named, defined, and prioritized.

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4.5 CALL CENTER TECHNICIANS TASK 4.5.2 Technicians Level

Level One Technicians Responsibility

● Gather pertinent information from the customer.
● The technician has to accurately enter all information into the ticket or work

order.

● If the level one technician cannot solve the problem, it is escalated to a level

two technician.

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4.5 CALL CENTER TECHNICIANS TASK 4.5.2 Technicians Level

Level Two Technicians Responsibility

● Usually more knowledgeable about technology.
● May have been working for the company for a longer period of time.
● When a problem cannot be resolved within a predetermined amount of time,

the level one technician prepares an escalated work order.

● Receives escalated work orders from level-one technicians. Calls the

customer back to ask any additional questions.

● May use remote access software to access the customer’s computer to

diagnose the problem and possibly to resolve the issue.

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05

References

References

1. J. Holcombe & F. Wempen (2017) CompTIA A+ :
Certification Study Guide. Mac Graw hill.

2. W. Arthur Conklin & others (2018) CompTIA Security+
All in-One Exam Guide, Fifth Edition 5th Edition. Mac
Graw Hill

3. C. Gallotti (2019), Information Security: Risk
Assessment, Management Systems, The ISO/IEC 27001
Standard.

4. J. Andress (2014), The Basics of Information Security:
Understanding the Fundamentals of InfoSec in Theory
and Practice 2nd Edition.

5. M. Ciampa (2015) CompTIA® Security+ Guide to
Network Security Fundamentals. 5th Edition,

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DEPARTMENT OF INFORMATION
TECHNOLOGY AND COMMUNICATION

Politeknik METrO Tasek Gelugor,
No 25, Jalan Komersial 2,

Pusat Komersial Tasek Gelugor,
13300 Tasek Gelugor,
PULAU PINANG.