Ops: Safe hands in the warehouse

Electrostatic discharge (ESD)

Static you can't even feel can damage chips. Protect components:

• ESD straps: wrist strap clipped to the PC's unpainted metal frame (or the mat's ground) so you and the PC are at the same potential
• ESD mats: grounded work surface for parts and the PC
• Antistatic bags: store and carry boards, RAM and drives in them; never set a part ON top of the bag's outside
• Proper component handling and storage: hold cards by the edges, avoid touching pins, store in a cool, dry place

Exam tip Clip the ESD strap to bare metal on the chassis, not to painted panels or plastic.

Electrical safety

Equipment grounding: grounded outlets and three-prong plugs carry fault current away from you. Disconnect power before repairing a PC: unplug it (and remove the laptop battery if possible). Never open a power supply or a monitor's power section; capacitors hold a dangerous charge even when unplugged.

Exam tip Don't wear an ESD strap when working on high-voltage parts like power supplies. You WANT isolation there.

Safety data sheets and disposal

Material safety data sheets (MSDS), now often called SDS, describe a product's hazards, safe handling and disposal, and first aid. Read one before cleaning up a chemical or toner spill.

• Proper battery disposal: recycle lithium-ion and other batteries through approved programs; never trash them
• Proper toner disposal: return or recycle cartridges; clean spills with a toner vacuum, not a regular one
• Proper disposal of other devices and assets: e-waste goes to certified recyclers, following local rules

Temperature, humidity and airflow

Equipment likes cool, steady and clean conditions:

• Temperature: heat shortens component life and causes shutdowns
• Humidity-level awareness: too dry = static (ESD); too humid = condensation and corrosion; aim for moderate levels (around 50%)
• Proper ventilation: clear airflow in and out of racks and cases
• Location/equipment placement: away from windows, heaters, water pipes and floor-level dust
• Dust cleanup: compressed air blows dust out (outside or with a mask); an electronics-safe vacuum picks it up

Power problems

Know the three problems and the two fixes:

Problem      Effect        Protection
Power surge  brief spike   surge suppressor
Brownout     voltage sags  UPS
Blackout     power lost    UPS

UPS = battery backup + time to
      shut down safely
Surge suppressor = absorbs spikes;
      no battery

Exam tip A surge suppressor doesn't help in a blackout. Only a UPS keeps devices running.

How you show up

Professionalism is tested on the exam, and it's half the job.

• Present a professional appearance: match the setting's attire: formal for executive meetings, business casual for most office visits
• Use proper language: avoid jargon, acronyms and slang
• Maintain a positive attitude: project confidence, even when you need to look something up
• Be on time (punctuality); contact the customer if you'll be late
• Be culturally sensitive: use professional titles and designations (Dr., Mr. Barkley) and respect differences

Listening and difficult customers

Actively listen: take notes and avoid interrupting. Avoid distractions: no personal calls, texting/social media sites or personal interruptions while with a customer. Deal with difficult customers: avoid arguing, being defensive, dismissing issues or being judgmental. Use clarifying statements, open-ended questions and restate the issue to confirm. Use discretion: don't post about customers on social media.

Exam tip Angry user? Listen, restate their problem, then explain what you'll do next. Never argue about whose fault it was.

Expectations and confidentiality

Set and meet expectations: agree a timeline, give status communication along the way, explain repair/replacement options, keep proper documentation, and follow up with the customer to confirm they're happy. Handle confidential materials: don't read papers on desks or files on screens; confidential and private materials stay private.

Exam tip If a repair will take longer than promised, tell the user BEFORE the deadline passes, not after.