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Windows 7, Enterprise Desktop Support Technician (50331)

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About this Course

This five-day instructor-led course provides students with the knowledge and skills needed to isolate, document and resolve problems on a Windows 7 desktop or laptop computer.

It will also help test takers prepare for the 70-685 and 70-682 exams.

Audience Profile

This course is intended for Windows 7 desktop support technicians who resolve Tier 1 and 2 problems on desktop computers. A minimum of three years of experience configuring and supporting desktop or laptop operating systems is recommended.

About this Course

After completing this course, students will be able to:
  • Identify and Resolve Desktop Application Issues
  • Identify the Cause of and Resolve Networking Issues
  • Manage and Maintain Systems That Run Windows 7
  • Support Mobile Users
  • Identify the Cause of and Resolve Security Issues

Prerequisites

Before attending this course, students must have:
  • TCP/IP Troubleshooting skills
  • Experience working in a domain environment
  • Experience using desktop and command-line troubleshooting tools
  • Experience installing and troubleshooting desktop application problems
  • Experience configuring registry and group policy settings

Course Outline

Module 1: Identify and Resolve New Software Installation Issues

This module explains how to fix problems that occur during the installation of new software.

Lessons

  • Overview
  • Planning New Software Deployment
  • Multilingual Deployment
  • Using Group Policy to install software
  • Using Software Restriction Policies
  • Digitally Signing Software
  • Using WMI
  • Using Applocker
  • Using Virtualization for Testing
  • Resolve Software Installation Issues
  • Review

Lab : Identify and Resolve New Software Installation Issues

  • Create a Repair Disk and Installation Partitions
  • Install and Configure Windows 7
  • Install Programs and test Applocker
  • Configure Compatibility Settings
After completing this module, students will be able to:
  • Understand the different installation options for Windows 7
  • Understand the different installation options for Windows 7 applications
  • Resolve Windows 7 installation problems
  • Prevent users from running unapproved applications

Module 2: Resolve Software Configuration Issues

This module explains how to fix application install problems caused by older programs or new features and options.

Lessons

  • Overview
  • Change Default Settings on the Image
  • Enable and Disable Features
  • Pointing to a Network Resource
  • Configuring Updates
  • Resolve Configuration Issues with Group Policy
  • Driver Updates
  • Problem Steps Recorder
  • Resolve Software Configuration Issues
  • Review

Lab : Resolve Software Configuration Issues

  • Install the Windows Automated Installation Kit
  • Create a Windows PE bootable image
  • Create a VHD disk
  • Install Windows 7 on a VHD
  • Boot Windows 7 from a VHD
  • Use the Problem Steps Recorder
After completing this module, students will be able to:
  • Create a Windows 7 VHD disk
  • Configure operating system features
  • Understand the impact of Driver Updates
  • Fix software configuration problems
  • Use the Problem Steps Recorder tool

Module 3: Resolve Software Failure

This module explains how to fix problems with applications that have problems after being installed.

Lessons

  • Overview
  • Event Viewer
  • Event Forwarding
  • Application Compatibility Toolkit
  • Windows Troubleshooting Platform
  • Windows Experience Index
  • Testing Compatibility with Safe Mode
  • System Restore
  • Resolve Software Failure
  • Review

Lab : Resolve Software Failure

  • Install applications written for older versions of Windows
  • Use the Program Compatibility Tool to configure settings for older applications
  • Use PowerShell scripts to configure Network Adapters
  • Use the Troubleshooter to enable the network adapter
  • Install Windows 7 SDK
  • Create a Troubleshooting Pack with the SDK
  • Configure Event Forwarding
  • Use System Restore
After completing this module, students will be able to:
  • Configure Event Forwarding
  • Use System Restore to fix desktop problems.
  • Create a Windows 7 Troubleshooter

Module 4: Identify and Resolve Logon Issues

This module explains how to fix logon problems and configure local and roaming logon profiles.

Lessons

  • Overview
  • Authentication Process
  • Machine Accounts
  • Trust Relationships
  • Network Services
  • User Account Properties
  • User Profiles
  • Resolve Logon Issues
  • Review

Lab : Identify and Resolve Logon Issues

  • Join a computer to the domain
  • Install Remote Server Administration Tools (RSAT)
  • Test and Verify Domain User Account Properties
  • Create Logoff script using PowerShell
  • Test the use of Roaming Profiles
  • Test the use of Mandatory Profiles
After completing this module, students will be able to:
  • Create Roaming and Mandatory User Profiles
  • Configure Machine Accounts in Active Directory
  • Configure User Account Properties in Active Directory

Module 5: Identify and Resolve Network Connectivity Issues

This module explains how to troubleshoot connectivity and network problems for client computers.

Lessons

  • Overview
  • Scope of the Problem
  • Hardware Issues
  • TCP/IP Configuration
  • Network Routing
  • IPSec Configuration
  • Network Connectivity Tools
  • Branch Cache
  • Resolve Network Connectivity Issues
  • Review

Lab : Identify and Resolve Network Connectivity Issues

  • Use command-line tools to identify and fix network connectivity problems
  • Fix connectivity problems caused by problem scripts
After completing this module, students will be able to:
  • Use command-line tools to troubleshoot connectivity problems.
  • Use the Windows Troubleshooters to fix configuration issues.
  • Configure Advanced TCP/IP options on a client computer

Module 6: Identify and Resolve Name Resolution Issues

This module explains how to use network services and local computer files to resolve computer names.

Lessons

  • Overview
  • DNS Name Resolution
  • Using a Hosts files
  • WINS Configuration
  • Using LMHOSTS files
  • Name Resolution Order
  • Manual vs DHCP Configuration
  • Resolve Name Resolution Issues
  • Review

Lab : Identify and Resolve Name Resolution Issues

  • Configure and Test DNS Resolution
  • Configure and Test Hosts File Resolution
  • Configure and Test NetBIOS Resolution
After completing this module, students will be able to:
  • Configure records on a DNS Server
  • Configure HOSTS records
  • Using command-line and scripting tools to configure TCP/IP settings

Module 7: Identify and Resolve Network Printer Issues

This module explains how to configure printer settings and security.

Lessons

  • Overview
  • Connecting to a Network Printer
  • Managing the Print Spooler
  • Setting Printer Priorities
  • Creating Printer Pools
  • Configuring Drivers
  • Printer Schedules
  • Printer Permissions
  • Manage Printers with Group Policy Settings
  • Resolve Network Printer Issues
  • Review

Lab : Identify and Resolve Network Printer Issues

  • Install local and network printers
  • Create and use a separator page
  • Configure Printer Redirection and Printer Pooling
  • Move the Print Spooler Directory
After completing this module, students will be able to:
  • Optimize the performance of the Print Spooler
  • Redirect Print Jobs from non-functioning Printers
  • Manage Active Directory registration of Printers
  • Manage Printer Permissions

Module 8: Identify and Resolve Performance Issues

This module explains how to improve the performance of a system by monitoring and controlling the use of resources by applications.

Lessons

  • Overview
  • Analyzing Event Logs
  • Setting Power Management
  • Optimize Processor Usage
  • Optimizing Memory Usage
  • Optimize Hard Drive Usage
  • Optimize Network Usage
  • Performance Tools
  • Resolve Performance Issues
  • Review

Lab : Identify and Resolve Performance Issues

  • Schedule and Perform a Disk Defragmentation
  • Using Task Manager
  • Using Resource Monitor
  • Display a message when a Service stops
After completing this module, students will be able to:
  • Configure automatic responses to Service failure
  • Manage the use of Processing resources by applications
  • View and control active connections to a computer
  • Optimize Hard-Disk performance.

Module 9: Identify and Resolve Hardware Failure Issues

This module explains how to diagnose hardware problems on a computer.

Lessons

  • Overview
  • Diagnosing Memory Failure Issues
  • Hard Drive Issues
  • Network Card Issues
  • Power Supply Issues
  • Windows Hardware Diagnostic Tools
  • Resolve Hardware Failure Issues
  • Review

Lab : Identify and Resolve Hardware Failure Issues

  • Use the Windows Memory Diagnostics Tool
  • Fix Hard Disk Errors
  • Use the Reliability Monitor
  • Use Event Viewer to Find Hardware Information
After completing this module, students will be able to:
  • Understand how to be proactive in dealing with hardware problems
  • Use Windows 7 hardware diagnostic tools

Module 10: Identify and Resolve Wireless Connectivity Issues

This module explains how to configure reliable and secure wireless connectivity for client computers.

Lessons

  • Overview
  • Signal Strength
  • Wireless Security
  • Wireless Profiles
  • Management Options for Wireless Devices
  • Resolve Wireless Connectivity Issues
  • Review

Lab : Identify and Resolve Wireless Connectivity Issues

  • No Lab Exercises
After completing this module, students will be able to:
  • Understand the encryption options available for wireless networks
  • Use Windows 7 Wireless security options
  • Fix client connectivity problems

Module 11: Identify and Resolve Remote Access Issues

This module explains how to configure remote network connections for client computers.

Lessons

  • Overview
  • Remote Access Methods
  • Dial-up Configuration
  • VPN Configuration
  • DirectAccess Configuration
  • Authentication Protocols
  • Resolve Remote Access Issues
  • Review

Lab : Identify and Resolve Remote Access Issues

  • Configure Remote Access settings for a domain user account
  • Create and Test a VPN Connection
After completing this module, students will be able to:
  • Understand the security options available when creating remote access connections
  • Understand the new capabilities of VPN connections that use DirectAccess
  • Resolve connectivity problems for VPN and Dial-Up connections

Module 12: Manage File Synchronization

This module explains how to allow end-users to work with network files that are being synchronized on their local desktops or laptops.

Lessons

  • Overview
  • Configuring Offline File Access
  • Synchronization Settings
  • Transparent Caching
  • Roaming Profiles
  • Restoring Network Files
  • Resolve File Synchronization Problems
  • Review

Lab : Manage File Synchronization

  • Configure and Test Offline Files
  • Restore the Previous Version of a File
After completing this module, students will be able to:
  • Configure Transparent Caching
  • Restore deleted network files

Module 13: Identify and Resolve Internet Explorer Security Issues

This module explains how to configure the security features in Internet Explorer to protect user information and privacy.

Lessons

  • Overview
  • Configure Security Zone
  • Configure Security Levels
  • Configure Privacy Settings
  • Managing Add-ons
  • Configure Smart Screen Filter
  • Other Security Issues
  • Resolve Internet Explorer Security Issues
  • Review

Lab : Identify and Resolve Internet Explorer Security Issues

  • Configure Trusted Security Zone
  • Configure the Security and Privacy Features in IE
  • Configure Group Policy Settings for Internet Explorer
After completing this module, students will be able to:
  • How to use new security features like Smart Screen Filtering
  • Manage Internet Explorer Add-ons
  • Use IE features to warn the user about potential security problems
  • Understand new features in Internet Explorer 9

Module 14: Identify and Resolve Firewall Issues

This module explains how to configure Windows Firewall to secure network traffic and applications on a computer.

Lessons

  • Overview
  • Securing Network Applications and Features
  • Program and Port Exceptions
  • Configuring Notifications and Logging
  • Network Security Tools
  • Resolve Firewall Issues
  • Review

Lab : Identify and Resolve Firewall Issues

  • Configure and Test Firewall Rules for an application
  • Fix Application Problems Caused by Firewall Rules
After completing this module, students will be able to:
  • Block applications from communicating over the network
  • Record and setup notifications of unapproved network communication
  • Fix problems caused by improper configuration of Windows Firewall

Module 15: Identify and Resolve Issues Due To Malicious Software

This module explains how to restore a computer system after an attack by viruses or other malicious software.

Lessons

  • Overview
  • Proactive Malware Protection
  • Protecting Internet Explorer
  • Windows and Anti-Virus Updates
  • Recovering From Malware Infection
  • Resolve Issues Due To Malicious Software
  • Review

Lab : Identify and Resolve Issues Due To Malicious Software

  • Use the Action Center to manage UAC settings
  • Use System File Checker
  • Use the Malicious Software Removal Tool
  • Install Microsoft Security Essentials
After completing this module, students will be able to:
  • Identify problems caused by viruses and other malware.
  • How to protect Internet Explorer and E-mail applications from malware attack
  • How to prevent data loss and fix a computer after a malware attack
  • Install and configure Microsoft Security Essentials

Module 16: Identify and Resolve Encryption Issues

This module explains how to fix problems caused by using encryption on a Windows computer.

Lessons

  • Overview
  • Configuring a Recovery Agent
  • Using EFS
  • Using BitLocker
  • Encryption Tools
  • Resolve Encryption Issues
  • Review

Lab : Identify and Resolve Encryption Issues

  • Encrypt Files using EFS
  • Configure EFS Sharing
  • Configure a Recovery Agent
After completing this module, students will be able to:
  • Recover from lost encryption keys
  • How to encrypt individual files using EFS
  • Use BitLocker to protect laptops and insecure computers

Module 17: Identify and Resolve Software Update Issues

This module explains how to enable and use the software update features available in Windows 7.

Lessons

  • Overview
  • Types of Windows Updates
  • Using Windows Update
  • Using Microsoft Update
  • Resolve Software Update Issues
  • Review

Lab : Identify and Resolve Software Update Issues

  • Configure Windows Updates using desktop settings
  • Configure Windows Updates using Group Policy settings
After completing this module, students will be able to:
  • Configure client computers to get updates from the local network instead of the Internet
  • Understand the different options available when updating the operating system
  • Understand how to configure automatic updates for Microsoft applications