This document discusses the importance of data security and maintaining computer systems and equipment in contact centers. It emphasizes regularly backing up files and performing virus checks to protect important customer data from unauthorized access or damage. Various methods of ensuring data security are outlined, including encryption, access controls, firewalls, backup and recovery plans, and security awareness training. The document also provides information on specific threats like computer viruses and their signs, as well as procedures for backing up files and handling virus infections.

1. Maintain Computer
Equipment and
Systems

2. In this lesson, you should be able to:
● Define security, back-up and virus check;
● ensure the security of data, including regular
back-ups and virus checks in accordance with
standard operating procedures;
● explain the importance of backing up files and
virus check; and
● perform basic file maintenance procedure in line
with the standard operating procedure.

4. Contact Centers hold data like client
information. These are vital information that
need to be protected and secured. A security
breach could cause big damage if these data
were accessed without authorization.
Therefore, it is a must that these data be
protected and that systems and equipment
where these data are stored be maintained to
the highest level of security.

6. •Technical term
Back up- duplicate copies of files
Data security- protecting data for from
damage, alteration, or loss
Virus- program that damage computer
system

7. Learn about It!
Data is one of the most important assets
of a contact center. It relies heavily on data
bases containing client and transaction
information. Using data has a very big
impact in the operations and success of a
contact center. This makes it very
important for contact centers to take data
security seriously.

8. Data security as part of the maintenance
of computer systems and equipment in
contact centers should be done. This
will prevent data from unauthorized,
intentional or accidental destruction,
modification and disclosure.

9. Overall, data security is an essential
aspect of modern business and personal
life, and it requires a comprehensive
approach that includes both technical
and non-technical measures

10. Importance of Data Security
● It protects data that the company
collects, stores, creates, send and receive.
● To comply with existing regulations and
laws on data security.
● To keep the data updated and compatible
with changing technologies.

11. Different Types of Data Security
Technologies
● Data Encryption protects data with
codes that is attached to every piece of
data and will require an authorization
key to be accessed.

13. ● Data Masking is covering up or replacing
specific areas of the data (e.g. using special
symbols like asterisks) to protect it from
external or internal malicious personnel
who may potentially use the data. For
example, the first digit of a credit card
number will be replaced with a asterisks.

15. ● Data Erasure is done when an
information or data is not anymore
active and needs to be removed from
the system. For example, if a client
requests that his/her information be
removed from a mailing list, the details
will be removed permanently

17. ● Data Resilience is creating backup
copies of data. These back-ups will only
be accessed when there is a need for
data recovery during times when data
are accidentally erased or corrupted.

18. Some common methods used to ensure
data security include:
Encryption: This involves converting
sensitive data into a code that is unreadable
without a key or password. Encryption can
be used to protect data both in transit (i.e.,
when being transmitted over a network)
and at rest (i.e., when stored on a device or
server).

19. Access controls: These are
mechanisms that limit who can access
certain data and under what
circumstances. Access controls can
include passwords, multi-factor
authentication, biometric authentication,
and role-based access controls.

20. Firewalls: Firewalls are software or
hardware-based systems that control
network traffic by filtering out unwanted
traffic and allowing only authorized
traffic to pass through.

21. Backup and recovery: Regularly backing
up data and storing it in secure locations
can help prevent data loss due to natural
disasters, cyberattacks, or other unforeseen
events. Additionally, having a plan in place
for recovering data in the event of a
disaster is critical to ensuring business
continuity.

22. Security awareness training:
Educating employees on best practices
for data security, such as avoiding
phishing scams, using strong passwords,
and keeping software up-to-date, can
help prevent security breaches caused by
human error.

23. What do you think?
Why do you think that even in the
advancement in computer and
internet technology, the issue of data
security is more important than ever?

24. Ways to Keep Data Secured
● Identify what data you have and
where you keep them.
● Train the staff in data security
including an orientation of data privacy
and security.

25. ● Maintain a list of people with
access to sensitive and confidential
data. It is best to create a system of
data access and if better minimize
the list.

26. ● Implement a data risk assessment
to identify potential danger to your
organization’s data like virus attacks,
malwares or unauthorized access
and breach.

27. ● Install trustworthy malware and
antivirus software and be sure to
conduct regular scans.
● Implement a system of regular
backing up of files.

28. What do you think are the
advantages of organizing your
data in helping promote data
security?

29. Backing up Files
Backing up of files is important
especially when there is a security breach
wherein data has been intentionally
damaged, deleted, or lost.

30. Therefore, as a responsible computer
user, you need to apply a system to
backup files when something goes
wrong. Software's can be reinstalled but
data can be lost forever due to machine
breakdown, virus, power outage,
software upgrades.

31. It can also be due to natural and
manmade calamities such as fire,
earthquakes, and human error.

32. A back-up is a duplicate copy of a file,
program, folder, or storage if the
original is damaged, corrupted or lost.

33. The backup is used to restore data into
its original location in the system. There
are two types of back up, namely:

34. full backup, which is backing up
everything on the computer system. It
includes data, programs and even the
operating system.
while an incremental backup is a
backup of only those that have changed
since the last backup.

35. The idea of backup is keeping all your
data organized. This will help simplify
the backup process.
The best way is to store data in a single
location so when backing up, you do not
have to search for everything.

36. • It is also better to organized data and
classify them in a single location
according to type, use or data of access
or creation. This will help you choose
which to backup first in order of
importance.

37. • If your operating system provides a
backup feature. It is best to set a
regular incremental backup maybe on a
daily basis or a full backup at least
monthly.

38. • If you are someone who cannot get in
the habit of backing up, this will be
useful. You can also make use of
software packages for backing up.

39. •Why is backing up files very
important especially in contact
centers?

40. • Computer Virus Computer Virus is a
malicious program that replicates
itself by copying and embedding itself
to another program.

41. • It is spread through other executable
programs or documents like emails.
The purpose of virus varies from
gaining administrative access and
control to steal sensitive data or just
merely cause damage to the system.

42. •Hackers spread viruses using any of the
following means:
•● concealing using it like useful or friendly
programs
•● as an attachment to emails that trick
users
•● visiting infected websites
•

43. • ● clicking on an executable file
•● visiting an infected online
advertisements
•● through removable storage devices
such as flash drives

44. • Effects of virus are the following:
•● infecting resources or system software
•● modifying or deleting key functions or
applications
•● copying/deleting or encrypting data
causing damage

45. •What do you think?
Why is there a wide spread
proliferation of computer viruses in
the internet ?

46. • Types of Computer Viruses Computer
viruses comes in different forms that
infect systems.
•They can be any of the following:

47. • ● Boot Sector Virus destroys the master
boot record, preventing the computer
from starting or opening. It spreads
mostly through removable media like USB
drives. It is a very difficult task of
removing this type of virus for most of
the time it will require the system to be
formatted.

48. • ● Direct Action Virus is also known as a
non-resident virus which means it stays
hidden in the memory of the computer
and selects files to infect whenever a code
is executed.
•● Resident Virus unlike the direct action
type, this gets installed in the computer
which makes it difficult to identify and
even remove.

49. • ● Multipartite Virus spreads through
multiple ways like infecting the boot
sector and executable files at the same
time.
•● Polymorphic Virus are difficult to
identify since it changes into a different
form whenever it replicates.

50. •● Overwrite Virus deletes files it infects
which requires the file to be deleted to be
removed also losing the original file.
•● Space filler Virus also known as
“Cavity Virus” because they occupy the
empty spaces between codes but does not
create damage to the file.

51. •● File Infectors are attached with
program files of which when the file is
executed the virus is also loaded
causing damage to the computer. These
virus types are usually attached to
emails.

52. •Being Safe from Email Viruses
Here are some ways to do to be safe from
any virus infection:
● Use a professional email service.
● Screen emails first before opening them.
● Make sure that your system has an
updated anti-virus software.

53. ● Disable message preview in emails
since some virus executes automatically
as you preview your email message.
● Ignore or delete messages with
attachments especially coming from
subscriptions not made.

54. ● Be cautious in opening media such as
images and videos since some viruses
disguise as such files.
● Do not open email attachments unless
you know who it came from.

55. • ● Avoid downloading executable or
documents from the Internet, especially
those coming from malicious sites.
•● Never open file with double extensions.
This is a typical sign of a virus program.
•● Do not send or forward files you have
not virus-checked first.

56. Signs of Virus Infections To be guided,
here are some signs that your system needs
to be checked for virus infection:
● new files or programs in the computer
● files or folders missing or getting deleted
● programs running on their own even if
they are not executed

57. ● files having multiple copies on their
own
● slow system performance
● pop-ups keeps on opening on the
screen

58. Handling Virus Infection If you suspect
that your system has a virus infection,
you may do the following:
● Run an antivirus software, but just
make sure that it is updated.
● Immediately stop all commands and
downloads.

59. ● Go to safe mode then run the
antivirus. In safe mode, most programs
are not running.
● Remove the Internet connection to
avoid the virus from spreading.
● Delete temporary files for this helps
speed up the virus scan.

60. Thank you!!! 
Good luck and see you next
school year…