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MS 50331D - Windows 7, Enterprise Desktop Support Technician

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Duration: 5 Days

Audience: IT Professionals

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Course Information

Course Description

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.​

Course Objectives

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​

Course Audience

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.​

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​

Course 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​

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