Supporting Users Running the Microsoft Windows XP Operating System

Introduction
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.