MS Certification - Microsoft Certification Exam

Pre-requisites

• They should have experience using applications that are included with the operating system, such as productivity applications used in a corporate environment and Microsoft Office applications.
• Candidates should be able to resolve operating system issues by telephone, email, connecting to an end user's system remotely, or by visiting an end user's desktop. They should have a working knowledge of operating in an Active Directory domain environment.

Who should attend?

• Candidates for this exam support end users who run Microsoft Windows 7 in a corporate environment.

Course Structure

· Solve software installation escalations

· Installation permissions; local administrator requirement; licensing restrictions; digital signing

· Solve software failure escalations

· Checking the logs; checking whether the application runs in Safe mode; running the application in a previous version of Windows; repairing the installation; checking recently added programs; restoring or reimaging the system

· Solve enterprise logon issues

· Hardware vs. network; password expiry; trust relationships with machine accounts; determining logon context; logon hours compliance

· Solve enterprise network connectivity issues

· Determining scope of issue; determining whether it’s a PC or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway

· Solve enterprise names resolution issues

· Checking which DNS is assigned; flushing the DNS cache; nslookup to DNS server; checking the DHCP scopes

· Solve enterprise network printer issues

· Hardware failure; server issues; printer failure; network issues; driver issues

· Identify and/or resolve performance issues

· Analysing system and application logs; analysing started services; setting power management; checking hard drive space; optimising virtual memory

· Solve hardware failure issues

· Identifying bad sectors; diagnosing memory issues; recommending replacement hardware; updating the BIOS; determining which component is broken

· Solve enterprise wireless connectivity issues

· Signal strength; encryption types; encryption keys; wireless profiles; mobile devices

· Solve enterprise remote access issues

· VPN client not connecting; IPv6 support; access and authentication to network resources

· Solve Windows Internet Explorer security issues

· Adding trusted sites; advanced settings; installing plug-ins; identifying group policy restrictions; certificates

· Solve enterprise issues due to malicious software

· Analysing services; analysing programs; analysing processes; analysing browser helper add-ons; user account control

· Solve enterprise storage security issues

· Requirements for installing; recovering encryption keys; key management

· Solve enterprise software update issues

· Identifying software update level; checking whether client is receiving regularly scheduled updates; identifying incompatibility of update with other applications