Supporting Users Running the Microsoft Windows XP Operating System
Course
Inhouse
Description
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Type
Course
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Methodology
Inhouse
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Duration
3 Days
This three-day instructor led course is to provideindividuals who are new to Microsoft Windows® XP with the knowledge and skillsnecessary to troubleshoot basic problems end users will face while runningMicrosoft Windows XP Professional in an Active Directory® network environment,or Windows XP Home edition in a workgroup environment. This is an introductorycourse designed to provide an overview. Suitable for: This course is intended for new entrants andcareer changers new to the IT industry. They have experience using MicrosoftOffice and have basic Microsoft Windows have basic navigation skills. Anotheraudience is the current call center technician with 6 months experience lookingto validate their support skills.
About this course
Before attending this course, students must have. Basic experience using a Microsoft Windows Operating system such as Windows XP . Basic understanding of Microsoft Office applications and Microsoft Windows accessories, including Internet Explorer. Basic understanding of core operating system technologies including installation and...
Reviews
Subjects
- Operating System
Course programme
This three-day instructor led course is to provideindividuals who are new to Microsoft Windows® XP with the knowledge and skillsnecessary to troubleshoot basic problems end users will face while runningMicrosoft Windows XP Professional in an Active Directory® network environment,or Windows XP Home edition in a workgroup environment. This is an introductorycourse designed to provide an overview of operating system concepts and how totroubleshoot Windows XP.
This is the first course in the MicrosoftCertified Desktop Support Technician curriculum.
Audience
This course is intended for new entrants andcareer changers new to the IT industry. They have experience using MicrosoftOffice and have basic Microsoft Windows have basic navigation skills. Anotheraudience is the current call center technician with 6 months experience lookingto validate their support skills.
At Course Completion
After completing this course, students will beable to:
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
Configuring and Troubleshooting Hardware Devices and Drivers
Configure and troubleshoot storage devices
Configure and troubleshoot display devices
Troubleshooting 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
Prerequisites
Before attending this course, students must have:
Basic experience using a Microsoft Windows Operating system such as Windows XP
Basic understanding of Microsoft Office applications and Microsoft Windows accessories, including Internet Explorer
Basic understanding of core operating system technologies including installation and configuration
Basic understanding of hardware components and their functions
Basic understanding of the major desktop components and interfaces, and their functions
Basic understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) settings
How to use command-line utilities to manage the operating system
Basic understanding of technologies that are available for establishing Internet connectivity.
Microsoft Certified Professional Exams
This course will help the student prepare for the followingMicrosoft Certified Professional exam:
Exam 70-271 : Installing, Configuring, and Administering Microsoft Windows XP Professional
Course Materials
The student kit includes a comprehensive workbookand other necessary materials for this class.
Course Outline
Module1: Introduction to the Desktop Support Technical Role and Environment
This module introduces the role of the DesktopSupport Technician (DST) and the role of the DST within the MicrosoftOperations Framework (MOF).
Lessons
Examining the Desktop Support Technician Role
The Windows Desktop Support Environment
Interacting with Users
After completing this module, students will beable to:
Describe the role and general responsibilities of a DST.
Describe MOF and the role of the DST within MOF.
Successfully interact with users.
Module2: Exploring and Configuring the Windows XP User Interface
This module explains the major features andfunctions of the Windows XP user interface.
Lessons
Exploring and Configuring the Windows XP Desktop Environment
Examining Control Panel Organizational Views
Lab:Exploring and Configuring the Windows XP User Interface
Exercise 1: Customizing the Desktop and Toolbars
Exercise 2: Customizing Control Panel and Folder View Appearance
After completing this module, students will beable to:
Describe the major features and functions of Windows XP Professional and Windows XP Home Edition and customize various settings on the Windows XP desktop, such as the Start menu and taskbar.
Describe the differences between Category View and Classic View and how to switch between the two views in Control Panel.
Module3: Resolving Desktop Management Issues
After completing this module, students will beable to identify and resolve desktop management issues.
Lessons
Desktop Management Concepts
Troubleshooting User Logon Issues
Troubleshooting User Configuration Issues
Troubleshooting Security Issues
Troubleshooting System Performance
Lab:Resolving Desktop Management Issues
Exercise 1: Troubleshooting Domain Logon Issues
Exercise 2: Troubleshooting a User Profile Issue
Exercise 3: Troubleshooting Multilingual Issues
After completing this module, students will beable to:
Understand the basic concepts necessary for resolving desktop management issues in the Windows XP Professional and Windows XP Home Edition environments.
Troubleshoot user logon issues.
Troubleshoot user configuration issues.
Troubleshoot security issues.
Troubleshoot system performance.
Module4: Resolving Network Connectivity Issues
After completing this module, students will beable to identify and resolve network connectivity issues.
Lessons
Managing Computer Addressing Issues
Troubleshooting Name Resolution Issues
Troubleshooting Remote Network Connectivity Issues
Lab:Resolving Network Connectivity Issues
Exercise 1: Troubleshooting TCP/IP Connections
Exercise 2: Troubleshooting a Name Resolution Issue
After completing this module, students will beable to:
Manage computer addressing issues.
Troubleshoot network connection issues.
Troubleshoot remote network connection issues.
Module5: Resolving Hardware Issues
After completing this module, students will beable to identify and resolve hardware issues.
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
After completing this module, students will beable to:
Manage drivers.
Troubleshoot drivers by using safe mode.
Troubleshoot storage devices.
Troubleshoot display devices.
Troubleshoot input and output (I/O) devices.
Troubleshoot Advanced Configuration and Power Interface (ACPI) issues.
Module6: Resolving File and Folder Issues
After completing this module, students will beable to identify and resolve file and folder issues.
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
Exercise 1: Troubleshooting File and Folder Issues
Exercise 2: Troubleshooting Access to Shared Files and Folders
After completing this module, students will be ableto:
Manage files and folders.
Troubleshoot access to files and folders.
Troubleshoot access to shared files and folders.
Troubleshoot access to offline files.
Module7: Resolving Printer Issues
After completing this module, students will beable to identify and resolve printer issues.
Lessons
Installing Local and Network Printers
Troubleshooting Printer Drivers
Troubleshooting Printers and Print Jobs
Lab:Resolving Printer Issues
Exercise 1: Applying Printer Permissions
Exercise 2: Troubleshooting Print Job Issues
After completing this module, students will beable to:
Install local and network printers.
Troubleshoot issues with printer drivers.
Troubleshoot issues with printers and print jobs.
Module8: Resolving Installation Issues
After completing this module, students will beable to identify and resolve installation issues.
Lessons
Pre-Installation Tasks
Troubleshooting an Attended Installation
Troubleshooting an Upgrade
Troubleshooting an Unattended Installation
Troubleshooting the Boot Process
Lab:Resolving Installation Issues
Exercise 1: Creating and Formatting a Partition for an Operating System Installation
Exercise 2: Troubleshooting the Boot Process
After completing this module, students will beable to:
Describe the tasks that must be performed on a computer before installing an operating system.
Troubleshoot an attended installation.
Troubleshoot an upgrade to an existing operating system.
Troubleshoot an unattended installation.
Troubleshoot the boot process.
Supporting Users Running the Microsoft Windows XP Operating System