2261 - Supporting Users Running the Microsoft Windows XP Operating System



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2261 - Supporting Users Running the Microsoft Windows XP Operating System

Vendor Course Code:

2261

Course Length:

3 days

Course Price:

$2,040.00

Availability:

If your preferred city or time is not currently listed, please call DDLS on 1800 U LEARN (1800 853 276) and we can try to accommodate your needs.

Overview:

This three-day, instructor led course is to provide individuals who are new to Microsoft Windows® XP with the knowledge and skills necessary to troubleshoot basic problems end users will face while running Microsoft Windows XP Professional in an Active Directory® network environment, or Windows XP Home edition in a workgroup environment. This is an introductory course designed to provide an overview of operating system concepts and how to troubleshoot Windows XP.

This is the first course in the Microsoft Certified Desktop Support Technician (MCDST) curriculum

Skills Gained:

Perform and troubleshoot an attended installation of the Windows XP operating system.
Perform post installation configuration
Troubleshoot system start-up and user logon problems.
Monitor and analyse system performance.
Monitor, manage, and troubleshoot access to files and folders.
Troubleshoot connecting to local and network print devices.
Configure and troubleshoot hardware devices and drivers, storage devices, display devices.
Troubleshoot network protocols and services.
Configure and troubleshoot Advanced Configuration and Power Interface (ACPI).
Configure and troubleshoot input and output (I/O) devices.
Troubleshoot security settings and local security policy.
Configure and troubleshoot local user and group accounts.
Troubleshoot the TCP/IP protocol.
Configure and troubleshoot Internet Connection Firewall (ICF) settings.
Troubleshoot name resolution issues.
Configure and troubleshoot remote connections.
Configure and troubleshoot end user systems using remote Desktop and Remote Assistance.

Key Topics:

Module 1: Introduction to the Desktop Support Technician Role and Environment
This module describes the role and key skills of a desktop support technician (DST) and the role of a DST within Microsoft Operations Framework (MOF). It discusses the end-user support environment and the corporate support environment in which DSTs work and the skills required to successfully interact with users.

Lessons
Examining the Desktop Support Technician Role
Examining the Desktop Support Environment
Interacting with Users

After completing this module, students will be able to:
Describe the role and general responsibilities of a DST.
Describe the Microsoft Operations Framework (MOF) and the role of the DST within MOF.
Successfully interact with users.

Module 2: Resolving User Account and Logon Issues
This module introduces the Microsoft Windows XP Professional and Microsoft Windows XP Home Edition desktop operating systems and describes the concepts of domains and workgroups. This module describes the concepts of user accounts, user profiles, and user rights and explains how to help users resolve common logon issues.

Lessons
Desktop Operating System Concepts
User Account Concepts
Troubleshooting User Logon Issues

Lab : Resolving User Account and Logon Issues
Troubleshooting Domain Logon Issues
Troubleshooting a User Profile Issue

After completing this module, students will be able to:
Understand the basic concepts necessary for resolving desktop operating system issues in the Windows XP Professional and Windows XP Home Edition environments.
Understand the basic concepts of user accounts, user profiles, and user rights.
Troubleshoot user logon issues.

Module 3: Resolving System Configuration and Security Issues
This module provides information about how to help users resolve system configuration issues, system security issues, and system performance–related issues. After completing this module, you will be able to troubleshoot these areas of desktop management.

Lessons
Troubleshooting System Configuration Issues
Troubleshooting Security Issues
Troubleshooting System Performance

Lab : Resolving System Configuration and Security Issues
Troubleshooting Multilingual Issues
Troubleshooting Network File Share and Printer Connection Issues

After completing this module, students will be able to:
Troubleshoot system configuration issues.
Troubleshoot security issues.
Troubleshoot system performance.

Module 4: Resolving Network Connectivity Issues
This module discusses how to help users manage computer addressing and name resolution and how to assist customers in properly configuring remote connections. After completing this module, you will be able to troubleshoot problems with network connections, networking protocols, and the way in which computers are addressed.

Lessons
Managing Computer Addressing Issues
Troubleshooting Name Resolution Issues
Troubleshooting Remote Network Connectivity Issues
Troubleshooting Computers by Using Remote Connection Tools

Lab : Resolving Network Connectivity Issues
Troubleshooting TCP/IP Connections
Troubleshooting a Name Resolution Issue
After completing this module, students will be able to:
Manage computer addressing issues.
Troubleshoot name resolution issues.
Troubleshoot remote network connectivity issues.
Troubleshoot computers by using remote connection tools.

Module 5: Resolving Hardware Issues
This module discusses issues that occur with different hardware components and configurations and with device drivers. After completing this module, you will be able to troubleshoot storage devices, display devices, input/output (I/O) devices, and power configurations.

Lessons
Managing Drivers
Troubleshooting Drivers by Using Safe Mode
Troubleshooting Storage Devices
Troubleshooting Display Devices
Troubleshooting I/O Devices
Troubleshooting ACPI

Lab : Resolving Hardware Issues
Troubleshooting Device Drivers

After completing this module, students will be able to:
Manage drivers.
Troubleshoot drivers by using Safe Mode.
Troubleshoot storage devices.
Troubleshoot display devices.
Troubleshoot I/O devices.
Troubleshoot ACPI issues.

Module 6: Resolving File and Folder Issues
This module describes how to support users who are attempting to perform file and folder management tasks, such as compressing files, enabling and disabling encryption, verifying permissions, or specifying access to files and folders. After completing this module, you will be able to troubleshoot file and folder issues whether they occur locally or across a network.

Lessons
Managing Files and Folders
Troubleshooting Access to Files and Folders
Troubleshooting Access to Shared Files and Folders
Troubleshooting Access to Offline Files

Lab : Resolving File and Folder Issues
Troubleshooting File and Folder Issues
Troubleshooting Access to Shared Files and Folders
Troubleshooting Offline Access to Files and Folders

After completing this module, students will be able to:
Manage files and folders.
Troubleshoot access to files and folders.
Troubleshoot access to shared files and folders.
Troubleshoot access to offline files.

Module 7: Resolving Printer Issues
This module explains how to troubleshoot printer installations, printer drivers, and issues that are related to print jobs. After completing this module, you will be able to troubleshoot print issues.

Lessons
Installing Local and Network Printers
Troubleshooting Printer Drivers
Troubleshooting Printers and Print Jobs

Lab : Resolving Printer Issues
Applying Printer Permissions
Troubleshooting Print Job Issues

After completing this module, students will be able to:
Install local and network printers.
Troubleshoot issues with printer drivers.
Troubleshoot issues with printers and print jobs.

Module 8: Resolving Startup Issues
This module discusses the computer boot process and why DSTs must be able to understand the components of the boot process for Microsoft Windows XP Professional and the tools available to troubleshoot startup issues. This understanding will enable them to address problems when a computer will not start properly. After completing this module, you will be able to troubleshoot the boot process.

Lessons
Overview of the Windows XP Boot Process
Troubleshooting the Boot Process
L
ab : Resolving Startup Issues
Modify the Boot.ini File
Resolve Startup Issues

After completing this module, students will be able to:
Describe the Windows XP boot process and how it works.
Troubleshoot the boot process.

Target Audience:

This course is intended for new entrants and career changers new to the IT industry. They have experience using Microsoft Office and have basic Microsoft Windows navigation skills. Another audience is the current call center technician with 6 months experience looking to validate their support skills

Prerequisites:

Basic experience using a Microsoft Windows Operating system such as Microsoft Windows XP.
A basic understanding of Microsoft Office applications and Microsoft Windows accessories, including Internet Explorer.
Basic understanding of core operating system technologies including installation and configuration.
A basic understanding of hardware components and their functions.
A basic understanding of the major desktop components and interfaces, and their functions.
A basic understanding of TCP/IP settings.
How to use command-line utilities to manage the operating system.
A basic understanding of technologies that are available for establishing Internet connectivity.