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Course 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 curriculum.
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 have basic navigation skills. Another
audience is the current call center technician with 6 months
experience looking to validate their support skills.
At Course Completion
After completing this course, students will be able 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 Certification exams
This course will help the student prepare for the following
Microsoft Certified Professional exam:
• Exam 70-271: Installing, Configuring, and Administering Microsoft
Windows XP Professional
Course Materials -
The student kit includes a comprehensive workbook and other
necessary materials for this class.
Course Outline
Module 1: Introduction to the Desktop Support Technical Role and
Environment
This module introduces 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
After completing this module, students will be able to:
• Describe the role and general responsibilities of a DST.
• Describe MOF and the role of the DST within MOF.
• Successfully interact with users. Module 2: Exploring and Configuring the Windows XP User Interface
This module explains the major features and functions of the
Windows XP user interface.
• 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 be able 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.
Module 3: Resolving Desktop Management Issues
After completing this module, students will be able to identify
and resolve desktop management issues.
• 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 be able 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.
Module 4: Resolving Network Connectivity Issues
After completing this module, students will be able to identify
and resolve network connectivity issues.
• 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 be able to:
• Manage computer addressing issues.
• Troubleshoot network connection issues.
• Troubleshoot remote network connection issues.
Module 5: Resolving Hardware Issues
After completing this module, students will be able to identify
and resolve hardware issues.
• 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 be able 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.
Module 6: Resolving File and Folder Issues
After completing this module, students will be able to identify
and resolve 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
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 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
After completing this module, students will be able to identify
and resolve printer issues.
• 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 be able to:
• Install local and network printers.
• Troubleshoot issues with printer drivers.
• Troubleshoot issues with printers and print jobs.
Module 8: Resolving Installation Issues
After completing this module, students will be able to identify
and resolve installation issues.
• 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 be able 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.
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