TweetFollow Us on Twitter

The Road To Certification (Part 3)

Volume Number: 24 (2008)
Issue Number: 02
Column Tag: Professional Development

The Road To Certification (Part 3)

Increase your knowledge and build credibility on the way

by Doug Hanley

Introduction

In the first two articles in this series, we looked at Apple's IT certifications. We examined reasons for and benefits of getting certified, as well as the testing experience and the changes Apple made to its IT certifications with the release of Mac OS X Leopard. Now we are going to take a parallel path and examine Apple's hardware repair certification [OR "Macintosh Technician" certification]. This certification qualifies a technician to perform warranty repairs on Apple products while working at Apple-authorized service facilities.

Apple Certified Macintosh Technician

In the past there were two distinct certifications for doing hardware repair: ACDT, Apple Certification Desktop Technician, and ACPT, Apple Certified Portable Technician. To achieve those certifications, one had to pass the Mac OS X Service and Support Exam as well the specific desktop or portable hardware exam for the certification. Passing the Mac OS X Support Essentials Exam would also qualify for the operating system portion of the certification. As of December 2007, Apple replaced the ACDT and ACPT certifications with the unified Apple Certified Macintosh Technician, ACMT Certification. The ACDT and ACPT exams are no longer available.

The ACMT certification still requires the Mac OS X Service and Support Exam but it only requires one hardware exam: the Apple Macintosh Hardware Exam. This is an expiring certification and needs to be renewed every year. One important change to note is that the Support Essentials Exam no longer fulfills the operating system requirement of the certification. These exams are available at Prometric Testing centers. As we discussed in our first article, you are required to have an Apple Tech ID before you can register for an exam. One of the key differences in the service certification is that you need to recertify every year. The recertification exams are available online.

Categories Covered in Mac OS X Service and Support Exam

While similar in scope and content to other Apple certification exams, the Mac OS X Service and Support Exam focuses more on troubleshooting Mac OS X. There are 50 questions covering eleven topics. You need to get at least 32 of the 50 questions correct to achieve a passing score of 64%.

Here is an overview of the topics covered:

1. Introduction (5 items)

Identify assistive features of Mac OS X

Identify iChat features in Mac OS X

Identify iChat requirements in Mac OS X

Identify Safari features in Mac OS X

Identify Dashboard features in Mac OS X

2. Installation (2 items)

Determine that a specific computer meets the minimum requirements to run Mac OS X v

3. Users (3 items)

Describe security issues involved with user accounts and passwords in Mac OS X

4. File Systems (3 items)

Describe search paths, hidden folders, and system-related folders

Format a hard drive on Mac OS X

Manage the Mac OS X file system

5. Permissions (4 items)

Describe the behavior of the different permission settings on files and folders

Troubleshoot permissions issues

6. Application Environments (5 items)

Use Activity Monitor to monitor applications' use of memory and processor

Describe accessibility features in Mac OS X

Install, run, and troubleshoot native Mac OS X applications

7. Network Configuration & Troubleshooting (3 items)

Describe basic networking concepts and terms

Use Network Diagnostics, Network Utility, and Network Preferences to troubleshoot networking issues

Use network preferences to determine the state of a network interface.

8. Peripherals (3 items)

Identify what devices are connected to a Macintosh computer

List the types of drivers used in Mac OS X to communicate with peripherals

Perform basic troubleshooting of peripheral issues

9. Printing (2 items)

Use Printer Setup Utility to troubleshoot printing issues, including printer sharing

Describe the print process in Mac OS X

10. Startup Sequence (7 items)

Troubleshoot startup issues, including startup items and login items

Identify the different stages of the startup sequence and their corresponding visual or auditory cues

11. Troubleshooting (13 items)

Resolve a Kernel Panic in Mac OS X

Use tools included with Mac OS X to resolve customer issues more efficiently

Use Network Diagnostics to troubleshoot a networking issue

Determine if a task is possible in Safe Mode

Recognize what action a Safe Relaunch performs in Mac OS X

Resolve an application/framework version mismatch issue in Mac OS X

Use Disk Utility to verify the directory of a volume in Mac OS X

Reset a user password in Mac OS X

State what starting up in Safe Mode does in Mac OS X

Categories Covered In The Apple Macintosh Hardware Exam

questions in 23 sections. You need to answer 65 questions correctly out of the 90 for a 72% passing grade. In addition, there are two sections that you must pass with a specific percentage. For the ESD, Electro Static Discharge, you must pass at 80%, or 4 out of 5 items. The Technician Safety section requirement is 8 out of 11, or 73% percent correct.

Here is an overview of the topics covered in this exam:

1. Basic Computer Theory and Terms - 2 items

Identify normal and abnormal computer operation to include:

Startup, Sleep, Shut Down and Kernel Panic

2. Underlying Technologies - 3 items

Describe the function of the following technologies:

ALS (Ambient Light Sensor), ATA/SATA, Bluetooth, ColorSync, Compression, CUPSD VIEFI Ethernet, ExpressCard/34, FireWire, Infrared, MIDI, Modem, Optical Audio, Optical drives, PMU, QuickTime, Rosetta, Serial Attached SCSI (SAS), SMC, SMU, Sound in/out (analog, digital, optical), Sudden Motion Sensor, USB/USB 2.0, Video in/out, and Universal Binaries

Identify common ports found on Apple computers given pictures and/or logos.

3. References - 6 items

Using the Apple Support site, locate the following resources for a specified Apple product: Troubleshooting Information Configuration (based on serial number) Warranty Status of a product User Manual Product specifications

Using Service Source, Knowledge Base, and GSX (if available), locate the following information for a specified Apple product: Service News (if available) Service Manuals Compatibility information Take-apart procedures Symptom Charts Screw Matrices Parts and configurations (If GSX is available) Service part numbers (If GSX is available) Disc images/diagnostic software (if available)

Given a specific service issue, identify which Apple reference will produce the most informative results.

4. Diagnostics - 3 items

Interpret reports from Apple Hardware Test.

Describe when to use AHT.

Identify when Apple Service Diagnostic (ASD) is used.

5. Hardware Tools - 5 items

Identify the correct hardware tools to service different Apple products.

Identify specialized tools available from Apple.

Given a specific Apple product, identify all hardware tools needed to perform a particular module replacement.

6. Troubleshooting Theory - 22 items

State the primary goals of troubleshooting.

State the general steps of the Apple-recommended troubleshooting process.

From a problem description, identify the most appropriate questions to ask a customer to help identify the cause of a problem.

State three qualities that make a repair action a quick fix.

From a problem description, identify the most appropriate quick fix(es) to use.

From a problem description, find the probable cause by applying knowledge of hardware components and functions of Apple products.

Describe the component isolation troubleshooting method.

Describe what components are necessary for a minimum system.

Given a troubleshooting scenario, determine whether a problem is hardware or software related by using recommended Apple tools and strategies.

State three reasons why you should test a full range of functionality when verifying a repair.

From a description of a repair, identify the Apple recommended diagnostic to verify the repair.

Identify common symptoms that would be considered a "no power" condition.

Identify symptoms that would be considered a "No Video" condition.

7. ESD Precautions - 5 items (MUST PASS 4 OUT OF 5 OR 80%)

Explain how electrostatic discharge (ESD) causes damage.

List seven guidelines used to reduce the risk of ESD damage.

Describe several common myths about ESD and why they are not true.

Describe the importance of each of the four essentials components of an ESD prevention compliant workspace.

Explain ESD preventive steps to be taken when working on-site.

8. Technician Safety - 11 items (MUST PASS 8 OUT OF 11 OR 73%)

State the risks of servicing CRTs.

List the eight CRT safety rules.

Describe the CRT discharge procedure.

Describe the CRT disposal procedure.

Describe precautions for avoiding shock hazards on iMac systems.

Describe precautions for working with Krytox thermal grease.

Identify potentially hazardous materials used in Macintosh systems.

9. Power Management - 5 items

Explain the different power and operating modes in Apple systems.

Describe five power saving techniques for Apple systems.

Describe how to calibrate a portable system's main battery to ensure optimal battery performance.

State which AC power adapter works with a specified Apple portable model.

10. Liquid Crystal Displays - 3 items

Describe causes of pixel anomalies.

Diagnose five common pixel defects.

Describe similarities and differences between CCFL and LED LCDs.

11. Hardware Service Issues - 5 items

Describe how to locate the AppleCare name for a Mac.

Identify the locations, physical or otherwise, of a Mac's serial number.

Identify any hardware or software requirements to use or upgrade a Mac, using the Apple Support site.

Identify special precautions when working inside an Apple portable computer.

12. Wireless Networking Part 1 - 1 item

Identify features on the front and rear of the AirPort Extreme (802.11n).

13. Wireless Networking Part 2 - 6 items

Describe basic security features of wireless networking.

Discuss appropriate probing questions when troubleshooting AirPort issues.

Determine whether to perform a Forced Reload (hard reset to factory default settings) or a Soft Reset on all models of AirPort Base Station.

Describe basic Bluetooth troubleshooting issues.

14. Mac mini - 2 items

Identify any hardware or software requirements to use or upgrade a Mac mini.

15. iMac - 1 item

Describe the use of diagnostic LEDs in iMac G5 and Intel-based iMac systems.

16. Mac Pro - 2 items

Describe how to correctly install RAM in a Mac Pro.

Explain the function of the diagnostic LEDs on a Mac Pro.

17. Xserve - 2 items

Describe equipment and precautions for Xserve hardware service.

Describe feature and functions of Server Monitor.

18. MacBook - 1 item

Describe known issues for the MacBook's MagSafe connector.

19. MacBook Pro - 1 item

Identify troubleshooting issues for MacBook Pro systems.

20. Power Mac G5 - 1 item

Troubleshoot the Power Mac G5 thermal control system.

21. eMac - 1 item

Describe the purpose of the VGA output port and its use in troubleshooting an eMac system.

22. iBook G4 - 1 item

List the symptoms and solutions for the common portable computer issues using Apple's online resources (GSX, AppleCare Service Source).

23. PowerBook G4 - 1 item

Identify which PowerBook G4 computers support hot-swapping of the battery.

Preparing for the ACMT Exams

There are a number of ways to prepare for these exams. One is to simply review the Peachpit Book, Apple Training Series: Desktop and Portable Systems, 3rd Edition (ISBN: 0321455010). The second is to purchase the self-paced AppleCare Technician Training from Apple at:

http://www.apple.com/support/products/techtrain.html

It includes one year of access to Service Source and online courses that you can go through to prepare for the exams.

A third way to prepare is through your employer, if they have access to Global Service Exchange (GSX). Via GSX, you have access to Service Source and those online courses.

Finally, the best way to prepare for the exams is to take the hands-on courses offered at Service Training and Testing Centers - Apple Authorized Training Centers that offer Service Training. A comprehensive five-day course, with hands-on experience taking apart desktop and laptop computers, is offered at several locations across the U.S. - you can find their contact information at:

http://docs.info.apple.com/article.htmlartnum=305055

These classes give you the practical experience and the ability to interface with a professional instructor who has years of bench experience.

In the next and fourth article of this series, we will examine the Pro Application Certifications that Apple offers. And in the fifth article, we will provide detailed information about the requirements for the Apple Certified System Administrator (ACSA) 10.5 certification. We will discuss the topics covered on each of the exams required for ACSA certification, and what resources are available to help you prepare. Those resources of course will include Apple Authorized Training Center classes and books.


Doug Hanley owns MacTEK Consulting & Training, an Apple Authorized Training Center in Las Vegas, NV. His time is divided between teaching classes and wrangling servers. He has been providing support on the Mac since the early 90's. To track him down, go to http://www.mactektraining.com or email doug@mac-tek.com

 
AAPL
$100.96
Apple Inc.
-0.83
MSFT
$47.52
Microsoft Corpora
+0.84
GOOG
$596.08
Google Inc.
+6.81

MacTech Search:
Community Search:

Software Updates via MacUpdate

Airfoil 4.8.9 - Send audio from any app...
Airfoil allows you to send any audio to AirPort Express units, Apple TVs, and even other Macs and PCs, all in sync! It's your audio - everywhere. With Airfoil you can take audio from any... Read more
WhatRoute 1.13.0 - Geographically trace...
WhatRoute is designed to find the names of all the routers an IP packet passes through on its way from your Mac to a destination host. It also measures the round-trip time from your Mac to the... Read more
Chromium 37.0.2062.122 - Fast and stable...
Chromium is an open-source browser project that aims to build a safer, faster, and more stable way for all Internet users to experience the web. FreeSMUG-Free OpenSource Mac User Group build is... Read more
Attachment Tamer 3.1.14b9 - Take control...
Attachment Tamer gives you control over attachment handling in Apple Mail. It fixes the most annoying Apple Mail flaws, ensures compatibility with other email software, and allows you to set up how... Read more
Duplicate Annihilator 5.0 - Find and del...
Duplicate Annihilator takes on the time-consuming task of comparing the images in your iPhoto library using effective algorithms to make sure that no duplicate escapes. Duplicate Annihilator detects... Read more
jAlbum Pro 12.2 - Organize your digital...
jAlbum Pro has all the features you love in jAlbum, but comes with a commercial license. With jAlbum, you can create gorgeous custom photo galleries for the Web without writing a line of code!... Read more
jAlbum 12.2 - Create custom photo galler...
With jAlbum, you can create gorgeous custom photo galleries for the Web without writing a line of code! Beginner-friendly, with pro results Simply drag and drop photos into groups, choose a design... Read more
Quicken 2015 2.0.4 - Complete personal f...
Quicken 2015 helps you manage all your personal finances in one place, so you can see where you're spending and where you can save. Quicken automatically categorizes your financial transactions,... Read more
iMazing 1.0 - Complete iOS device manage...
iMazing (formerly DiskAid) is the ultimate iOS device manager with capabilities far beyond what iTunes offers. With iMazing and your iOS device (iPhone, iPad, or iPod), you can: Copy music to and... Read more
Xcode 6.0.1 - Integrated development env...
Apple Xcode is Apple Computer's integrated development environment (IDE) for OS X. The full Xcode package is free to ADC members and includes all the tools you need to create, debug, and optimize... Read more

Latest Forum Discussions

See All

View Source – HTML, JavaScript and CSS...
View Source – HTML, JavaScript and CSS 1.0 Device: iOS Universal Category: Utilities Price: $.99, Version: 1.0 (iTunes) Description: View Source is an app plus an iOS 8 Safari extension that makes it easy to do one key web developer... | Read more »
Avenged Sevenfold’s Hail To The King: De...
Avenged Sevenfold’s Hail To The King: Deathbat is Coming to iOS on October 16th Posted by Jessica Fisher on September 19th, 2014 [ permalink ] Just in time for Halloween, on October 16 Avenged Sevenfold will be launching | Read more »
Talisman Has Gone Universal – Can Now be...
Talisman Has Gone Universal – Can Now be Played on the iPhone Posted by Jessica Fisher on September 19th, 2014 [ permalink ] | Read more »
Tap Army Review
Tap Army Review By Jennifer Allen on September 19th, 2014 Our Rating: :: SHOOT EM ALLUniversal App - Designed for iPhone and iPad Mindless but fun, Tap Army is a lane-based shooter that should help you relieve some stress.   | Read more »
Monsters! Volcanoes! Loot! Epic Island f...
Monsters! Volcanoes! Loot! | Read more »
Plunder Pirates: Tips, Tricks, Strategie...
Ahoy There, Seadogs: Interested in knowing our thoughts on all this plundering and pirating? Check out our Plunder Pirates Review! Have you just downloaded the rather enjoyable pirate-em-up Plunder Pirates and are in need of some assistance? Never... | Read more »
Goat Simulator Review
Goat Simulator Review By Lee Hamlet on September 19th, 2014 Our Rating: :: THE GRUFFEST OF BILLY GOATSUniversal App - Designed for iPhone and iPad Unleash chaos as a grumpy goat in this humorous but short-lived casual game.   | Read more »
A New and Improved Wunderlist is Here fo...
A New and Improved Wunderlist is Here for iOS 8 Posted by Jessica Fisher on September 19th, 2014 [ permalink ] Universal App - Designed for iPhone and iPad | Read more »
Evernote Update for iOS 8 Adds Web Clipp...
Evernote Update for iOS 8 Adds Web Clipping, Quick Notes, and More Posted by Ellis Spice on September 19th, 2014 [ permalink ] | Read more »
Apple Names Ultimate Productivity Bundl...
Apple Names Ultimate Productivity Bundle by Readdle as the Essential Bundle on the App Store Posted by Jessica Fisher on September 19th, 2014 [ permalink | Read more »

Price Scanner via MacPrices.net

Updated Price Trackers
We’ve updated our Mac Price Trackers with the latest information on prices, bundles, and availability on systems from Apple’s authorized internet/catalog resellers: - 15″ MacBook Pros - 13″ MacBook... Read more
Mac Pros available for up to $260 off MSRP
Adorama has Mac Pros on sale for up to $260 off MSRP. Shipping is free, and Adorama charges sales tax in NY & NJ only: - 4-core Mac Pro: $2839.99, $160 off MSRP - 6-core Mac Pro: $3739.99, $260... Read more
13-inch 2.6GHz/256GB Retina MacBook Pros avai...
B&H Photo has the 13″ 2.6GHz/256GB Retina MacBook Pro on sale for $1379 including free shipping plus NY sales tax only. Their price is $120 off MSRP. Read more
Previous-generation 15-inch 2.0GHz Retina Mac...
B&H Photo has leftover previous-generation 15″ 2.0GHz Retina MacBook Pros now available for $1599 including free shipping plus NY sales tax only. Their price is $400 off original MSRP. B&H... Read more
21″ 2.7GHz iMac available for $1179, save $12...
Adorama has 21″ 2.7GHz Hawell iMacs on sale for $1179.99 including free shipping. Their price is $120 off MSRP. NY and NJ sales tax only. Read more
iOS 8 Adoption Rate Slower than iOS 7, 6, Hit...
Apple began pushing out iOS 8 updates to eligible devices around 1pm ET on September 17, 2014. However, unlike with iOS 7, which boasted a wide variety of differences from its predecessor iOS 6, in... Read more
LIkely Final Definitive OS X 10.9.5 Mavericks...
Apple has released what will almost certainly be the last incremental version number update of OS X 10.9 Mavericks (save for futire security updates) before OS X 10.10 Yosemite is released next month... Read more
Fingerprints, Apple Pay and Identity Theft Wa...
On Sep 9th, CEO Tim Cook unveiled Apple Pay, along with the new iPhone 6 and iWatch. Apple Pay is a newly developed technology that utilizes a near field communication (NFC) to enable customer... Read more
Amazon Introduces Two All-New Kindles
Amazon on Thursday introduced the 7th generation of its Kindle dedicated e-reader device: Kindle Voyage, its top-of-the-line e-reader, and the new $79 Kindle, with a 20% faster processor, twice the... Read more
Save up to $300 on the price of a new Mac wit...
Purchase a new Mac or iPad at The Apple Store for Education and take up to $300 off MSRP. All teachers, students, and staff of any educational institution qualify for the discount. Shipping is free,... Read more

Jobs Board

*Apple* Retail - Multiple Positions (US) - A...
Sales Specialist - Retail Customer Service and Sales Transform Apple Store visitors into loyal Apple customers. When customers enter the store, you're also the Read more
Project Manager, *Apple* Financial Services...
**Job Summary** Apple Financial Services (AFS) offers consumers, businesses and educational institutions ways to finance Apple purchases. We work with national and Read more
*Apple* Retail - Multiple Positions (US) - A...
Sales Specialist - Retail Customer Service and Sales Transform Apple Store visitors into loyal Apple customers. When customers enter the store, you're also the Read more
*Apple* Retail - Multiple Positions (US) - A...
Sales Specialist - Retail Customer Service and Sales Transform Apple Store visitors into loyal Apple customers. When customers enter the store, you're also the Read more
*Apple* Retail - Multiple Positions (US) - A...
Sales Specialist - Retail Customer Service and Sales Transform Apple Store visitors into loyal Apple customers. When customers enter the store, you're also the Read more
All contents are Copyright 1984-2011 by Xplain Corporation. All rights reserved. Theme designed by Icreon.