| After completing this course, students will be able to:
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Perform and troubleshoot an attended installation of the Windows XP operating system.
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Perform post installation configuration (user configuration, apply service packs, etc.).
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Answer end user questions related to upgrading from a previous version of Windows.
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Troubleshoot system startup and user logon problems.
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Monitor and analyze system performance.
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Monitor, manage, and troubleshoot access to files and folders.
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Troubleshoot connecting to local and network print devices.
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Configure and troubleshoot hardware devices and drivers.
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Configure and troubleshoot storage devices.
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Configure and troubleshoot display devices.
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Troubleshoot network protocols and services.
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Configure and troubleshoot Advanced Configuration and Power Interface (ACPI).
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Configure and troubleshoot input and output (I/O) devices.
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Configure support for multiple languages or multiple locations.
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Troubleshoot security settings and local security policy.
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Configure and troubleshoot local user and group accounts.
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Troubleshoot the TCP/IP protocol.
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Configure and troubleshoot Internet Connection Firewall (ICF) settings.
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Troubleshoot name resolution issues.
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Configure and troubleshoot remote connections.
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Configure and troubleshoot end user systems using remote Desktop and Remote Assistance. |
| Module 1: Introduction to Supporting Users
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| This module explains how to use troubleshooting guidelines and tools to support users.
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| Lessons
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| - The Desktop Support Technician
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| - The Windows Desktop Operating Systems
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| - Tools for Troubleshooting Windows Desktop Operating Systems
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| After completing this module, delegates will be able to:
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| - Describe the job role of the desktop support technician.
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| - Explain the importance of the operating system version and computer environment on troubleshooting.
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| - Use the Knowledge Base, Safe Mode, Computer Management, and other tools for troubleshooting.
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| Module 2: Resolving Installation Issues
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| This module explains how to identify and resolve installation issues.
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| Lessons
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| - Preparing for Installation
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| - Preparing the Hard Disk for Installation
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| - How the Installation Process Works
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| - Troubleshooting an Attended Installation
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| - Troubleshooting an Upgrade
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| - Troubleshooting an Unattended Installation
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| - Troubleshooting the Boot Process
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| Lab: Resolving Installation Issues
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| After completing this lab, delegates will be able to:
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| - Explain how to prepare a computer for installation.
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| - Create and format a partition for operating system installation.
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| - Explain how the installation process works and common issues that can occur during phases of installation.
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| - Troubleshoot an attended installation.
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| - Troubleshoot an upgrade to an existing operating system.
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| - Troubleshoot an unattended installation.
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| - Troubleshoot the boot process.
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| After completing this module, delegates will be able to:
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| - Explain how to prepare a computer for installation.
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| - Create and format a partition for operating system installation.
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| - Explain how the installation process works and common issues that can occur during phases of installation.
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| - Troubleshoot an attended installation.
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| Module 3: Resolving Desktop Management Issues
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| After completing this module, delegates will be able to identify and resolve desktop management issues.
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| Lessons
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| - Troubleshooting Logon
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| - Troubleshooting User Configuration
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| - Troubleshooting Multilingual Configuration
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| - Troubleshooting Security and Local Policy Settings
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| - Troubleshooting System Performance
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| - Resolving Desktop Management Issues
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| Lab: Resolving Desktop Management Issues
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| After completing this lab, delegates will be able to:
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| - Troubleshoot user logon issues.
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| - Troubleshoot user configuration issues.
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| - Troubleshoot multilingual configurations.
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| - Troubleshoot security and local policy settings.
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| - Troubleshoot system performance.
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| After completing this module, delegates will be able to:
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| - Troubleshoot user logon issues.
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| - Troubleshoot user configuration issues.
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| - Troubleshoot multilingual configurations.
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| - Troubleshoot security and local policy settings.
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| Module 4: Resolving File and Folder Issues
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| After completing this module, delegates will be able to identify and resolve file and folder issues.
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| Lessons
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| - Managing Files and Folders
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| - Troubleshooting Access to Files and Folders
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| - Troubleshooting Access to Shared Files and Folders
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| - Troubleshooting Access to Offline Files
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| Lab: Resolving File and Folder Issues
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| After completing this lab, delegates will be able to:
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| - Manage files and folders.
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| - Troubleshoot access to files and folders.
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| - Troubleshoot access to shared files and folders.
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| - Troubleshoot access to offline files and folders.
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| After completing this module, delegates will be able to:
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| - Manage files and folders.
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| - Troubleshoot access to files and folders.
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| - Troubleshoot access to shared files and folders.
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| Module 5: Resolving Hardware Issues
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| After completing this module, delegates will be able to identify and resolve hardware issues.
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| Lessons
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| - Managing Drivers
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| - Troubleshooting Storage Devices
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| - Troubleshooting Display Devices
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| - Troubleshooting Import and Output (I/O) Devices
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| - Troubleshooting Advanced Configuration and Power Interface (ACPI)
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| Lab: Resolving Hardware Issues
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| After completing this lab, delegates will be able to:
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| - Manage drivers.
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| - Troubleshoot storage devices.
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| - Troubleshoot display devices.
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| After completing this module, delegates will be able to:
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| - Manage drivers.
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| - Troubleshoot storage devices.
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| Module 6: Resolving Print Issues
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| After completing this module, delegates will be able to identify and resolve print issues.
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| Lessons
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| - Installing Local and Network Printers
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| - Troubleshooting Printer Drivers
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| - Troubleshooting Printers and Print Jobs
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| - Auditing Printers
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| Lab: Resolving Print Issues
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| After completing this lab, delegates will be able to:
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| - Install local and network printers.
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| - Troubleshoot issues with printer drivers.
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| After completing this module, delegates will be able to:
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| - Install local and network printers.
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| - Troubleshoot issues with printer drivers.
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| Module 7: Resolving Network Connectivity Issues
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| After completing this module, delegates will be able to identify and resolve network connectivity issues.
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| Lessons
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| - Applying the OSI Model
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| - Managing Computer Addressing
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| - Managing Name Resolution
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| - Troubleshooting Remote Connection Issues
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| Lab: Resolving Network Connectivity Issues
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| After completing this lab, delegates will be able to:
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| - Explain the relationship between the OSI model and troubleshooting network connectivity issues.
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| - Identify issues with computer addressing.
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| - Identify issues with name resolution.
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| - Troubleshoot remote connection issues.
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| After completing this module, delegates will be able to:
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| - Explain the relationship between the OSI model and troubleshooting network connectivity issues.
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| - Identify issues with computer addressing.
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| - Identify issues with name resolution.
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| - Troubleshoot remote connection issues. |
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