Operational Procedure
Given a scenario, use appropriate safety procedure
Equipment grounding
Proper component handling and storage
Toxic waste handling
Antistatic bags
ESD straps
ESD mats
Self-grounding
Batteries
Toner
CRT
Personal safety
Disconnect power before repairing PC
Remove Jewelry
Lifting techniques
Weight limitations
Electrical fire safety
Cable management
Safety goggles
Air filter mask
Compliance with local government regulations
Given a scenario with potential environmental impatcs, apply the appropriate controls
MSDS documentation for handling and disposal
Temperature, humidity level awwareness and proper ventilation
Power Surge, brownouts, blackouts
Battery backup
Surge Surpressor
Protection from airborne particles
Enclosures
Air filter/mask
Dust and debris
Compressed air
Vacuums
Compliance with local goverment regulations
Summarize the process of addressing prohibited content/activity, and explain privacy, licensing and policy concepts
Incident response
First response
Identity
Report through proper channels
Data/device preservation
Use of documentation/documentation changes
Chain of custody
tracking of evidence/doccumentation changes
Licensing/DRM/EULA
Open source vs commercial license
Personal license vs Enterprise licenses
Personally identifiable information
Follow corprorate end-user policies and security practices
Demonstrate proper communication techniques and professionalism
User proper langage - avoid jargon, acronyms and slang when applicable
Maintain a positive attitude/project confidence
Actively listen (taking notes) and avoid interrupting the customer
Be cultural sensitive
Use appropriate professional titles when applicable
Be on time (if late contact the customer)
Avoid distractions
Personal calls
Texting/social media sites
Talking to coworkers while interacting with customers
Personal interruptions
Dealing with