Support Users with Windows XP Operating System and the applications running on Windows XP Operating System
Course Code: MS22612262
Duration: 5 Days
Overview
This course provides students with the knowledge and skills to troubleshoot and escalate or repair problems with Windows desktop operating systems by reacting to incident requests from end and will provide basic knowledge of system architecture and security needed to provide the students with the requisite skills required to support end users and adhere to ITIL/MOF foundational operations.
Prerequisites
The skills and knowledge required for a delegate to attend this course are as follows;
- Experience using Microsoft Office as a general user.
- Experience using a Microsoft Windows operating system such as Microsoft Windows XP
- Basic experience of a Microsoft Windows operating system such as Microsoft Windows XP. Basic understanding of
- Microsoft Office applications and Microsoft
- Windows accessories, including Microsoft 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.Basic experience of command-line utilities for managing the operating system.Basic understanding of technologies that are available for establishing Internet connectivity.
Delegates will learn how to
After completing this course, students will be able to:
- Describe the role and key skills of a desktop support technician (DST) and the different environments they work in.
- Describe the concepts of user accounts, user profiles and user rights, and identify and resolve logon issues.
- Identify and resolve system configuration and security issues.
- Identify and resolve network connectivity issues.
- Identify and resolve hardware issues.
- Identify and resolve file and folder issues.
- Identify and resolve print issues.
- Identify and resolve startup issues.
- Configure and troubleshoot applications.
- Set application compatibility settings.
- Troubleshoot application installation problems.
- Configure and troubleshoot e-mail account configurations,Internet Explorer and Outlook Express.
- Configure the operating system to support applications.
- Configure and troubleshoot file system access and file permission problems on multi-boot computers.
- Resolve issues related to usability of applications.
- Manage Microsoft Outlook data, including configuring, importing, and exporting data, and fixing corrupted data.
- Resolve issues related to customizing Internet Explore, Outlook Express and the operating system.
- Configure and troubleshooting connectivity for applications.
- Configure application security.
- Identify and troubleshoot problems related to security permissions.
- Answer end user questions related to application security settings.
Outline
Introduction to the Desktop Support Technician Role and Environment
This module describes the role and key skills of a desktop support technician (DST) and the role of a DST within Microsoft Operations Framework (MOF). It discusses the end-user support environment and the corporate support environment in which DSTs work and the skills required to successfully interact with users.
- Examining the Desktop Support Technician Role
- Examining the Desktop Support Environment
- Interacting with Users
Resolving User Account and Logon Issues
This module introduces the Microsoft Windows XP Professional and Microsoft Windows XP Home Edition desktop operating systems and describes the concepts of domains and workgroups. This module describes the concepts of user accounts, user profiles, and user rights and explains how to help users resolve common logon issues.
- Desktop Operating System Concepts
- User Account Concepts
- Troubleshooting User Logon Issues
Resolving System Configuration and Security Issues
This module provides information about how to help users resolve system configuration issues, system security issues, and system performance–related issues. After completing this module, you will be able to troubleshoot these areas of desktop management.
- Troubleshooting System Configuration Issues
- Troubleshooting Security Issues
- Troubleshooting System Performance
Resolving Network Connectivity Issues
This module discusses how to help users manage computer addressing and name resolution and how to assist customers in properly configuring remote connections. After completing this module, you will be able to troubleshoot problems with network connections, networking protocols, and the way in which computers are addressed.
- Managing Computer Addressing Issues
- Troubleshooting Name Resolution Issues
- Troubleshooting Remote Network Connectivity Issues
- Troubleshooting Computers by Using Remote Connection Tools
Resolving Hardware Issues
This module discusses issues that occur with different hardware components and configurations and with device drivers. After completing this module, you will be able to troubleshoot storage devices, display devices, input/output (I/O) devices, and power configurations.
- Managing Drivers
- Troubleshooting Drivers by Using Safe Mode
- Troubleshooting Storage Devices
- Troubleshooting Display Devices
- Troubleshooting I/O Devices
- Troubleshooting ACPI
Resolving File and Folder Issues
This module describes how to support users who are attempting to perform file and folder management tasks, such as compressing files, enabling and disabling encryption, verifying permissions, or specifying access to files and folders. After completing this module, you will be able to troubleshoot file and folder issues whether they occur locally or across a network.
- Managing Files and Folders
- Troubleshooting Access to Files and Folders
- Troubleshooting Access to Shared Files and FoldersTroubleshooting Access to Offline Files
Resolving Printer Issues
This module explains how to troubleshoot printer installations, printer drivers, and issues that are related to print jobs. After completing this module, you will be able to troubleshoot print issues.
- Installing Local and Network Printers
- Troubleshooting Printer Drivers
- Troubleshooting Printers and Print Jobs
Resolving Startup Issues
This module discusses the computer boot process and why DSTs must be able to understand the components of the boot process for Microsoft Windows XP Professional and the tools available to troubleshoot startup issues. This understanding will enable them to address problems when a computer will not start properly. After completing this module, you will be able to troubleshoot the boot process.
- Overview of the Windows XP Boot Process
- Troubleshooting the Boot Process
Introduction to Desktop Application Support
- Overview of Desktop Application Support
- Overview of the Windows System Architecture
- Overview of Application Installation
Introduction to Troubleshooting Applications
- Troubleshooting MS-DOS-Based and Win16 Applications
- Troubleshooting Win32 Applications
- Troubleshooting Application Compatibility Issues
- Troubleshooting Security Issues Related to Applications
Supporting Microsoft Internet Explorer
- Configuring General Settings
- Configuring Security and Privacy Settings
- Configuring Content Settings
- Configuring Connectivity Settings
- Configuring Program and Advanced Settings
- Customizing Internet Explorer
Supporting Outlook Express
- Configuring Outlook Express for Email
- Managing Outlook Express Data
- Configuring Outlook Express for Newsgroups
Supporting Microsoft Office
- Introduction to Supporting Microsoft Office
- Supporting Office Installation
- Supporting an Upgrade
- Managing Office Security and Recoverability
- Managing Office Language Features
Supporting Microsoft Outlook
- Configuring Outlook
- Managing Outlook Data
- Troubleshooting Outlook