2261/2262: Supporting Users Running the MS Windows XP OS

Five days: Instructor-led

2261 Introduction (2262 info below)

This three-day instructor led course is to provide individuals who are new to Microsoft Windows® XP with the knowledge and skills necessary to troubleshoot basic problems end users will face while running Microsoft Windows XP Professional in an Active Directory® network environment, or Windows XP Home edition in a workgroup environment. This is an introductory course designed to provide an overview of operating system concepts and how to troubleshoot Windows XP.

This is the first course in the Microsoft Certified Desktop Support Technician curriculum.

Audience

This course is intended for new entrants and career changers new to the IT industry. They have experience using Microsoft Office and have basic Microsoft Windows navigation skills. Another audience is the current call center technician with 6 months experience looking to validate their support skills.

At Course Completion

After completing this course, students will be able to:

• Perform and troubleshoot an attended installation of the Windows XP operating system.
• Perform post installation configuration (user configuration, apply service packs, etc.).
• Answer end user questions related to upgrading from a previous version of Windows.
• Troubleshoot system startup and user logon problems.
• Monitor and analyze system performance.
• Monitor, manage, and troubleshoot access to files and folders.
• Troubleshoot connecting to local and network print devices.
• Configure and troubleshoot hardware devices and drivers.
• Configure and troubleshoot storage devices.
• Configure and troubleshoot display devices.
• Troubleshoot network protocols and services.
• Configure and troubleshoot Advanced Configuration and Power Interface (ACPI).
• Configure and troubleshoot input and output (I/O) devices.
• Configure support for multiple languages or multiple locations.
• Troubleshoot security settings and local security policy.
• Configure and troubleshoot local user and group accounts.
• Troubleshoot the TCP/IP protocol.
• Configure and troubleshoot Internet Connection Firewall (ICF) settings.
• Troubleshoot name resolution issues.
• Configure and troubleshoot remote connections.
• Configure and troubleshoot end user systems using remote Desktop and Remote Assistance.

Prerequisites

Before attending this course, students must have:

• Basic experience using a Microsoft Windows Operating system such as Microsoft Windows XP.
• A basic understanding of Microsoft Office applications and Microsoft Windows accessories, including Internet Explorer.
• Basic understanding of core operating system technologies including installation and configuration.
• A basic understanding of hardware components and their functions.
• A basic understanding of the major desktop components and interfaces, and their functions.
• A basic understanding of TCP/IP settings.
• How to use command-line utilities to manage the operating system.
• A basic understanding of technologies that are available for establishing Internet connectivity.

Microsoft Certified Professional Exams

This course will help the student prepare for this Microsoft Certified Professional exam:

• Exam 70-271: Supporting Users and Troubleshooting a Microsoft Windows XP Operating System

Course Materials

The student kit includes a comprehensive workbook and other necessary materials for this class.

The following software is provided in the student kit.

• Evaluation copy of Windows XP Professional for classroom use only.

2261 Course Outline

Module 1: Introduction to Supporting Users

This module explains how to use troubleshooting guidelines and tools to support users.

After completing this module, students will be able to:

• Describe the job role of the desktop support technician.
• Explain the importance of the operating system version and computer environment on troubleshooting.
• Use the Knowledge Base, Safe Mode, Computer Management, and other tools for troubleshooting.

Module 2: Resolving Installation Issues

This module explains how to identify and resolve installation issues.

After completing this module, students will be able to:

• Explain how to prepare a computer for installation.
• Create and format a partition for operating system installation.
• Explain how the installation process works and common issues that can occur during phases of installation.
• Troubleshoot an attended installation.
• Troubleshoot an upgrade to an existing operating system.
• Troubleshoot an unattended installation.
• Troubleshoot the boot process.

Module 3: Resolving Desktop Management Issues

After completing this module, students will be able to identify and resolve desktop management issues.

After completing this module, students will be able to:

• Troubleshoot user logon issues.
• Troubleshoot user configuration issues.
• Troubleshoot multilingual configurations.
• Troubleshoot security and local policy settings.
• Troubleshoot system performance.

Module 4: Resolving File and Folder Issues

After completing this module, students will be able to identify and resolve file and folder issues.

After completing this module, students will be able to:

• Manage files and folders.
• Troubleshoot access to files and folders.
• Troubleshoot access to shared files and folders.
• Troubleshoot access to offline files and folders.

Module 5: Resolving Hardware Issues

After completing this module, students will be able to identify and resolve hardware issues.

After completing this module, students will be able to:

• Manage drivers.
• Troubleshoot storage devices.
• Troubleshoot display devices.

Module 6: Resolving Print Issues

After completing this module, students will be able to identify and resolve print issues.

After completing this module, students will be able to:

• Install local and network printers.
• Troubleshoot issues with printer drivers.
• Troubleshoot issues with printers and print jobs.
• Audit printers.

Module 7: Resolving Network Connectivity Issues

After completing this module, students will be able to identify and resolve network connectivity issues.

After completing this module, students will be able to:

• Explain the relationship between the OSI model and troubleshooting network connectivity issues.
• Identify issues with computer addressing.
• Identify issues with name resolution.
• Troubleshoot remote connection issues.

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2262 Introduction

This two-day instructor led course is to provide individuals who are new to Microsoft Windows® XP with the knowledge and skills necessary to troubleshoot basic problems end users will face related to configuring and maintaining applications such as Microsoft Office, Outlook Express, Internet Explorer and other applications that run on a Microsoft Windows XP Operating System. This is an introductory course designed to provide information on how to troubleshoot applications running on Microsoft Windows XP.

This is the second course in the Microsoft Certified Desktop Support Technician curriculum.

Audience

This course is intended for new entrants and career changers new to the IT industry. They have experience using Microsoft Office and have basic Microsoft Windows navigation skills. Another audience is the current call center technician with 6 months experience looking to validate their support skills.

At Course Completion

After completing this course, students will be able to:

• Configure and troubleshoot applications.
• Set application compatibility settings.
• Troubleshoot application installation problems.
• Configure and troubleshoot e-mail account configurations.
• Configure and troubleshoot Internet Explorer.
• Configure and troubleshoot 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 Explorer.
• Resolve issues related to customizing Outlook Express.
• Resolve issues related to customizing 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.

Prerequisites

Before attending this course, students must have:

• Attended Course 2261: Supporting Users Running the Microsoft Windows XP Operating System
• Experience using Microsoft Office as a general user.
• Experience using a Microsoft Windows operating system such as Microsoft Windows XP.

Microsoft Certified Professional Exams

This course will help the student prepare for the following Microsoft Certified Professional exam:

• Exam 70-272: Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System

Course Materials

The student kit includes a comprehensive workbook and other necessary materials for this class.

The following software is provided in the student kit:

• Evaluation copy of Microsoft Office System 2003 for classroom use only.

2262 Course Outline

Module 1: Introduction to Desktop Application Support

After completing this module, students will be able to explain how to use troubleshooting guidelines and tools to support users running applications on Windows desktops.

After completing this module, students will be able to:

• Describe the job role of the desktop application support technician and the tools available for troubleshooting applications.
• Explain the importance of the Windows System Architecture as it relates to troubleshooting applications running on Windows desktops.
• Describe the application installation process and the changes on a computer resulting from installing an application.

Module 2: Introduction to Troubleshooting Applications

After completing this module, students will be able to explain the application installation process and basic application troubleshooting techniques.

After completing this module, students will be able to:

• Troubleshoot MS-DOS-based and Win16 applications.
• Troubleshoot Win32 applications.
• Troubleshoot application compatibility issues.
• Troubleshoot security issues related to applications.

Module 3: Supporting Microsoft Internet Explorer

After completing this module, students will be able to support Microsoft Internet Explorer.

After completing this module, students will be able to:

• Configure general settings.
• Configure security and privacy settings.
• Configure content settings.
• Configure connectivity settings.
• Configure program and advanced settings.
• Customize Internet Explorer.

Module 4: Supporting Outlook Express

After completing this module, students will be able to support Microsoft Internet Explorer.

After completing this module, students will be able to:

• Configure Outlook Express for email.
• Manage Outlook Express data.
• Configure Outlook Express for newsgroups.

Module 5: Supporting Microsoft Office

After completing this module, students will be able to support Microsoft Office.

After completing this module, students will be able to support Microsoft Office. Specifically, students will be able to:

• Explain the Office installation process.
• Support the Office installation process.
• Support an upgrade of Office.
• Manage an existing Office installation.

Module 6: Supporting Microsoft Outlook

After completing this module, students will be able to support Microsoft Outlook.

After completing this module, students will be able to support Microsoft Office. Specifically, students will be able to:

• Configure Outlook.
• Manage Outlook data.
• Troubleshooting Outlook.