Learn how to support desktop end users.
This instructor-led course provides an overview of Microsoft Windows XP operating system concepts and troubleshooting techniques to those who are new to XP. Get 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 course incorporates material from the Official Microsoft Learning Products (OMLPs):
- 2261: Supporting Users Running the Microsoft Windows XP Operating System
- 2262: Supporting Users Running Applications on a Microsoft Windows XP Operating System
Certification:
Microsoft Certified Desktop Support Technician
This course will help you prepare for the following Microsoft Certified Professional exams:
- Exam 70-271: Installing, Configuring, and Administering Microsoft Windows XP Professional
- Exam 70-272: Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System
What You'll Learn
- Perform and troubleshoot an attended installation of the Windows XP operating system
- Perform post installation configuration (user configuration, apply service packs, etc.)
- Answer end-user questions related to upgrading from a previous version of Windows
- Troubleshoot system startup and user logon problems
- Monitor and analyze 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
- Configure and troubleshoot storage devices
- Configure and troubleshoot 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
- Configure support for multiple languages or multiple locations
- Troubleshoot security settings and local security policy
- Configure and troubleshoot local user and group accounts
- Troubleshoot the TCP/IP protocol
- Configure and troubleshoot Windows Firewall (ICF) settings
- Troubleshoot name resolution issues
- Configure and troubleshoot remote connections
- Configure and troubleshoot end user systems using remote Desktop and Remote Assistance
Course Outline
1. Desktop Support Technical Role and Environment
Examine the role of the Desktop Support Technician (DST) and the role of the DST within the Microsoft Operations Framework (MOF).
- Examining the Desktop Support Technician Role
- The Windows Desktop Support Environment
- Interacting with Users
2. Exploring and Configuring the Windows XP User Interface
Examine the major features and functions of the Windows XP user interface, and customize various settings on the Windows XP desktop such as the Start menu and taskbar. Explore the differences between Category View and Classic View, and learn to switch between the two views in Control Panel.
- Exploring and Configuring the Windows XP Desktop Environment
- Examining Control Panel Organizational Views
3. Resolving Desktop Management Issues
- Desktop Management Concepts
- Troubleshooting User Logon Issues
- Troubleshooting User Configuration Issues
- Troubleshooting Security Issues
- Troubleshooting System Performance
4. Resolving Network Connectivity Issues
- Managing Computer Addressing Issues
- Troubleshooting Name Resolution Issues
- Troubleshooting Remote Network Connectivity Issues
5. Resolving Hardware Issues
- Managing Drivers
- Troubleshooting Drivers by Using Safe Mode
- Troubleshooting Storage Devices
- Troubleshooting Display Devices
- Troubleshooting I/O Devices
- Troubleshooting Advanced Configuration and Power Interface (ACPI)
6. Resolving File and Folder Issues
- Managing Files and Folders
- Troubleshooting Access to Files and Folders
- Troubleshooting Access to Shared Files and Folders
- Troubleshooting Access to Offline Files
7. Resolving Printer Issues
- Installing Local and Network Printers
- Troubleshooting Printer Drivers
- Troubleshooting Printers and Print Jobs
8. Resolving Installation Issues
- Pre-Installation Tasks
- Troubleshooting an Attended Installation
- Troubleshooting an Upgrade
- Troubleshooting an Unattended Installation
- Troubleshooting the Boot Process
9. Introduction to Supporting Users Running Applications on Windows XP
Learn to use troubleshooting guidelines and tools to support Windows users. Examine the role of the Desktop Support Technician (DST) in application support and the tools available for troubleshooting applications.
- Overview of Desktop Application Support
- The Windows System Architecture and Desktop Application Support
- Troubleshooting Application Installation Issues
10. Troubleshooting Desktop Application Support Issues
- Troubleshooting Win32 applications
- Troubleshooting security issues related to applications
- Troubleshooting application compatibility issues
- Troubleshooting MS-DOS-based and Win16 applications
11. Troubleshooting Issues Related to Internet Explorer
- Configuring and Troubleshooting General Settings
- Configuring and Troubleshooting Security and Privacy Settings
- Configuring and Troubleshooting Content Settings
- Configuring and Troubleshooting Connectivity Settings
- Configuring and Troubleshooting Program Settings
- Customizing Internet Explorer
12. Troubleshooting Issues Related to Outlook
- Configuring Outlook to Use Exchange Server
- Configuring Outlook Data
- Configuring Outlook for Internet E-Mail
- Troubleshooting Outlook
13. Troubleshooting Issues Related to Office
- Configuring and Troubleshooting an Office Installation
- Configuring Office Security
- Configuring Office Recoverability
- Configuring Office Language Features
14. Troubleshooting Issues Related to Outlook Express
- Configuring Outlook Express for E-Mail
- Importing and Exporting Outlook Express Data
- Configuring Outlook Express for newsgroups
Labs
Lab - Course Topic 2: Exploring and Configuring the Windows XP User Interface
- Customize the Desktop and Toolbars
- Customize Control Panel and Folder View Appearance
Lab - Course Topic 3: Resolving Desktop Management Issues
- Troubleshoot Domain Logon Issues
- Troubleshoot a User Profile Issue
- Troubleshoot Multilingual Issues
Lab - Course Topic 4: Resolving Network Connectivity Issues
- Troubleshoot TCP/IP Connections
- Troubleshoot a Name Resolution Issue
Lab - Course Topic 5: Resolving Hardware Issues
Lab - Course Topic 6: Resolving File and Folder Issues
- Troubleshoot File and Folder Issues
- Troubleshoot Access to Shared Files and Folders
Lab - Course Topic 7: Resolving Printer Issues
- Apply Printer Permissions
- Troubleshoot Print Job Issues
Lab - Course Topic 8: Resolving Installation Issues
- Create and Format a Partition for an Operating System Installation
- Troubleshoot the Boot Process
Lab - Course Topic 10: Troubleshooting Desktop Application Support Issues
- Troubleshoot a Nonresponsive Application
- Troubleshoot Security Issues Related to Applications
Lab - Course Topic 11: Troubleshooting Issues Related to Internet Explorer
- Troubleshoot General Settings
- Troubleshoot Security Settings
- Troubleshoot Connectivity Settings
- Troubleshoot Advanced Settings
- Customize Internet Explorer
Lab - Course Topic 12: Troubleshoot Issues Related to OutlookTroubleshoot RPC Connections to Exchange Server
- Troubleshoot Issues Related to Managing Outlook Data
- Troubleshoot Outlook Internet Mail Connectivity
Lab - Course Topic 13: Configuring Issues Related to Office
- Repair a Damaged Office Installation
- Enable Document Recovery
- Use Shadow Copy to Recover Previous Versions of Documents
Lab - Course Topic 14: Troubleshooting Issues Related to Outlook Express
- Configure Outlook Express for E-Mail
- Troubleshoot Issues Related to Outlook Express Data
- Configure Outlook Express for Newsgroups
