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Windows 7

Windows 7, Enterprise Desktop Support Technician
(Microsoft Training Course: 50331) - 5 days - £1640 exc VAT

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> Target Audience
This course provides students with the knowledge and skills needed to isolate, document and resolve problems on a Windows 7 desktop or laptop computer. It is intended for Windows 7 desktop support technicians who resolve Tier 1 and 2 problems on desktop computers and those preparing for the 70-685 exam.
> Course outline
  1. Identify and Resolve New Software Installation Issues
  2. Resolve Software Configuration Issues
  3. Resolve Software Failure
  4. Identify and Resolve Logon Issues
  5. Identify and Resolve Network Connectivity Issues
  6. Identify and Resolve Name Resolution Issues
  7. Identify and Resolve Network Printer Issues
  8. Identify and Resolve Performance Issues
  9. Identify and Resolve Hardware Failure Issues
  10. Identify and Resolve Wireless Connectivity Issues
  11. Identify and Resolve Remote Access Issues
  12. Manage File Synchronization
  13. Identify and Resolve Internet Explorer Security Issues
  14. Identify and Resolve Firewall Issues
  15. Identify and Resolve Issues Due To Malicious Software
  16. Identify and Resolve Encryption Issues
  17. Identify and Resolve Software Update Issues
Module 1: Identify and Resolve New Software Installation Issues
  • This module explains how to fix problems that occur during the installation of new software.
  • Planning New Software Deployment
  • Using Group Policy to install software
  • Using Software Restriction Policies
  • Digitally Signing Software
  • Using WMI and Applocker
  • Using Virtualization for Testing
  • Lab: Identify and Resolve New Software Installation Issues
Skills
  • 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.
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Module 2: Resolve Software Configuration Issues
  • This module explains how to fix application install problems caused by older programs or new features and options.
  • Change Default Settings on the Image
  • Enable and Disable Features
  • Pointing to a Network Resource
  • Configuring Updates
  • Resolve Configuration Issues with Group Policy
  • Problem Steps Recorder
  • Lab: Resolve Software Configuration Issues
Skills
  • 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.
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Module 3: Resolve Software Failure
  • This module explains how to fix problems with applications after being installed.
  • Event Viewer
  • Event Forwarding
  • Application Compatibility Toolkit
  • Windows Troubleshooting Platform
  • Windows Experience Index
  • Testing Compatibility with Safe Mode
  • System Restore
  • Lab: Resolve Software Failure
Skills
  • Configure Event Forwarding.
  • Use System Restore to fix desktop problems.
  • Create a Windows 7 Troubleshooter.
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Module 4: Identify and Resolve Logon Issues
  • This module explains how to fix logon problems and configure local and roaming logon profiles.
  • Authentication Process
  • Machine Accounts
  • Trust Relationships
  • Network Services
  • User Account Properties
  • Lab: Identify and Resolve Logon Issues
Skills
  • Create Roaming and Mandatory User Profiles.
  • Configure Machine Accounts in Active Directory.
  • Configure User Account Properties in Active Directory.
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Module 5: Identify and Resolve Network Connectivity Issues
  • This module explains how to troubleshoot connectivity and network problems.
  • Scope of the Problem
  • Hardware Issues
  • TCP/IP Configuration
  • Network Routing
  • IPSec Configuration
  • Network Connectivity Tools
  • Branch Cache
  • Lab: Identify and Resolve Network Connectivity Issues
Skills
  • 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.
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Module 6: Identify and Resolve Name Resolution Issues
  • This module explains how to use network services and local computer files to resolve computer names.
  • DNS Name Resolution
  • Using a Hosts files
  • WINS Configuration
  • Using LMHOSTS files
  • Name Resolution Order
  • Manual vs DHCP Configuration
  • Lab: Identify and Resolve Name Resolution Issues
Skills
  • Configure records on a DNS Server.
  • Configure HOSTS records.
  • Using command-line and scripting tools to configure TCP/IP settings.
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Module 7: Identify and Resolve Network Printer Issues
  • This module explains how to configure printer settings and security.
  • Connecting to a Network Printer
  • Managing the Print Spooler
  • Setting Printer Priorities
  • Creating Printer Pools
  • Configuring Drivers
  • Printer Schedules
  • Manage Printers with Group Policy Settings
  • Lab: Identify and Resolve Network Printer Issues
Skills
  • Optimize the performance of the Print Spooler.
  • Redirect Print Jobs from non-functioning Printers.
  • Manage Active Directory registration of Printers.
  • Manage Printer Permissions.
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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.
  • Analyzing Event Logs
  • Setting Power Management
  • Optimize Processor, Memory, Hard Drive and Network Usage
  • Performance Tools
  • Lab: Identify and Resolve Performance Issues
Skills
  • 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.
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Module 9: Identify and Resolve Hardware Failure Issues
  • This module explains how to diagnose hardware problems on a computer.
  • Hard Drive Issues
  • Network Card Issues
  • Power Supply Issues
  • Windows Hardware Diagnostic Tools
  • Lab: Identify and Resolve Hardware Failure Issues
Skills
  • Understand how to be proactive in dealing with hardware problems.
  • Use Windows 7 hardware diagnostic tools.
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Module 10: Identify and Resolve Wireless Connectivity Issues
  • This module explains how to configure reliable and secure wireless connectivity for client computers.
  • Signal Strength
  • Wireless Security and Profiles
  • Management Options for Wireless Devices
  • Lab: Identify and Resolve Wireless Connectivity Issues
Skills
  • Understand the encryption options available for wireless networks.
  • Use Windows 7 Wireless security options.
  • Fix client connectivity problems.
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Module 11: Identify and Resolve Remote Access Issues
  • This module explains how to configure remote network connections for client computers.
  • Remote Access Methods
  • Dial-up Configuration
  • VPN Configuration
  • DirectAccess Configuration
  • Authentication Protocols
  • Lab: Identify and Resolve Remote Access Issues
Skills
  • 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.
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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.
  • Configuring Offline File Access
  • Synchronization Settings
  • Transparent Caching
  • Roaming Profiles
  • Restoring Network Files
  • Lab: Manage File Synchronization
Skills
  • Configure Transparent Caching.
  • Restore deleted network files.
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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.
  • Configure Security Zone and Levels
  • Configure Privacy Settings
  • Managing Add-ons
  • Lab: Identify and Resolve Internet Explorer Security Issues
Skills
  • 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.
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Module 14: Identify and Resolve Firewall Issues
  • This module explains how to configure Windows Firewall to secure network traffic and applications on a computer.
  • Securing Network Applications and Features
  • Program and Port Exceptions
  • Configuring Notifications and Logging
  • Network Security Tools
  • Lab: Identify and Resolve Firewall Issues
Skills
  • Block applications from communicating over the network.
  • Record and setup notifications of unapproved network communication.
  • Fix problems caused by improper configuration of Windows Firewall.
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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.
  • Proactive Malware Protection
  • Windows and Anti-Virus Updates
  • Recovering From Malware Infection
  • Lab: Identify and Resolve Issues Due To Malicious Software
Skills
  • Identify problems caused by 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.
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Module 16: Identify and Resolve Encryption Issues
  • This module explains how to fix problems caused by using encryption on a Windows computer.
  • Configuring a Recovery Agent
  • Using EFS and BitLocker
  • Encryption Tools
  • Lab: Identify and Resolve Encryption Issues
Skills
  • Recover from lost encryption keys.
  • How to encrypt individual files using EFS.
  • Use BitLocker to protect laptops and insecure computers.
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Module 17: Identify and Resolve Software Update Issues
  • This module explains how to use the software update features available in Windows 7.
  • Using Windows Update and Microsoft Update
  • Lab: Identify and Resolve Software Update Issues
Skills
  • 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.
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> Pre-Requisites
Before attending this course, students must have the following pre-requisites:
  • A minimum of three years of experience configuring and supporting desktop or laptop operating systems is recommended.
  • 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.
> Purpose
After completing the 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.
> EXAMS