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Troubleshooting and Supporting Windows 7 in the Enterprise
 Troubleshooting and Supporting Windows 7 in the Enterprise
 

6293: TROUBLESHOOT & SUPPORT WIN 7 IN ENTERPRISE

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COURSE OUTLINE

Full details of modules and topics covered in this three-day course

VERSIONS COVERED

This course covers Windows 7 & 8 versions

DURATION

This is a three-day training course structured into 18 modules

COURSE AIMS

This course is designed for Information Technology (IT) professionals who have experience with Windows XP and Windows Vista who work as Windows 7 Enterprise Desktop Support Technicians (EDSTs) in Tier 2 support environments. The goal of this training is to enable these individuals to support the Windows 7 operating system and solve technical troubleshooting problems in a Windows 7 and Windows Server 2008 R2 networking environment. 

By the end of the course, students will have been exposed to the process of establishing and using a troubleshooting methodology, and the EDST job role and responsibilities. Additionally, students will be exposed to various troubleshooting tools and techniques that enable them to address the following Windows 7 issues in an enterprise network environment:

  • Startup
  • Group Policy
  • Hardware and device driver
  • Performance
  • Network connectivity
  • Remote connectivity
  • User profile and logon
  • Security
  • Applications

TARGET AUDIENCE

The primary audience for this course is the Enterprise Desktop Support Technician (EDST) providing Tier 2 support. The secondary audience for this course is the Desktop Support Technician (DST) in an Upper MORG Organization.

EDSTs are experienced IT Professionals who focus on a broad range of desktop operating system, desktop application, mobile device, networking, and hardware support issues. EDSTs must combine technical expertise with problem solving and decision making skills and a deep understanding of their business and technical environments to quickly resolve support issues. They consider all variables, justify resolutions with a logical troubleshooting approach, and relate tradeoffs while adhering to business and technical requirements and constraints. EDSTs are primarily responsible for the maintenance and support of PC desktops, installing and testing line-of-business applications on end-user computers, and physically making changes to user desktops or re-images as required.

EDSTs have used previous versions of Microsoft Windows desktop operating systems and may have experience with Microsoft Windows Server operating systems. Their job requires them to keep their skills and knowledge current with new versions and updates of technology as defined by the business environment. They use EMS/PowerShell scripts for routine tasks and bulk operations. They conduct most server management tasks remotely by using Terminal Server or other administration tools installed on their local workstations.
NOTE: In addition to their professional experience, students who attend this training should already have the following technical knowledge:

  • Networking fundamentals, including TCP/IP/User Datagram Protocol (UDP), Domain Name System (DNS)
  • Microsoft Active Directory principles and management
  • Microsoft Windows Server 2008 fundamentals
  • Microsoft Windows Client fundamentals
  • Fundamentals of using the 2010 Microsoft Office system or the 2007 Microsoft Office system

Students who attend this training can meet the prerequisites by attending the following courses, or obtaining equivalent knowledge and skills:

  • Course 6292A: Installing and Configuring Windows 7 Client
  • Course 6420B: Fundamentals of Windows Server 2008

AUTHORISED MICROSOFT TRAINING COURSE

This is an authorised Microsoft training course, delivered by certified Microsoft trainers at fully equipped centres using the latest equipment, software and course materials. There is no better way to undertake your training, to maximise your learning and ensure the highest marks possible in your certification exams.


COURSE OBJECTIVES

After completing this course, Delegates will be able to:

  • Describe the processes of establishing and using a troubleshooting methodology, and define the EDST job role and responsibilities./
  • Troubleshoot startup issues on a Windows 7 computer.
  • Troubleshoot client-configuration failures and Group Policy object (GPO) application issues.
  • Troubleshoot hardware device, device driver, and performance issues.
  • Troubleshoot network connectivity issues.
  • Troubleshoot remote connectivity issues.
  • Troubleshoot logon and resource access issues.
  • Troubleshoot security system issues, such as Encrypting File Systems (EFS) BitLocker Drive Encryption, and file permissions.
  • Troubleshoot operating system and applications issues.


CERTIFICATION

This course (6293) helps candidates prepare for Exam 70-685, the final requirement for the Enterprise Desktop Support Technician (EDST) professional credential.


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MODULE 1:  Implementing a Troubleshooting Methodology
Topics covered:
  • Lesson 1: Introduction to the EDST Job Role
  • Lesson 2: Overview of Troubleshooting Steps
MODULE 2:  Troubleshooting Startup Issues
Topics covered:
  • Lesson 1: Overview of the Windows 7 Recovery Environment
  • Lesson 2: Configuring and Troubleshooting Startup Settings
  • Lesson 3: Troubleshooting Operating System Services Issues
MODULE 3:  Lab : Troubleshooting Startup Issues
Topics covered:
  • Exercise 1: Resolving a Startup Problem (1)
  • Exercise 2: Resolving a Startup Problem (2)
MODULE 4:  Using Group Policy to Centralize Configuration
Topics covered:
  • Lesson 1: Overview of Group Policy Application
  • Lesson 2: Resolving Client Configuration Failures and GPO Application Issues
MODULE 5:  Lab : Using Group Policy to Centralize Configuration
Topics covered:
  • Exercise 1: Resolve Group Policy Application (1)
  • Exercise 2: Resolve Group Policy Application (2)
MODULE 6:  Troubleshooting Hardware Device, Device Driver, and Performance Issues
Topics covered:
  • Lesson 1: Overview of Hardware Troubleshooting
  • Lesson 2: Troubleshooting Physical Failures
  • Lesson 3: Monitoring Reliability and Performance
  • Lesson 4: Configuring Performance Options in Windows 7
  • Lesson 5: Troubleshooting Device Driver Failures
MODULE 7:  Lab : Lab A: Resolving Hardware Device and Device Driver Issues
Topics covered:
  • Exercise 1: Resolving Hardware Issues
  • Exercise 2: Configuring Group Policy to Control Device Installation (optional)
MODULE 8:  Lab : Lab B: Troubleshooting Performance-Related Issues
Topics covered:
  • Exercise: Troubleshooting a Performance Problem
MODULE 9:  Troubleshooting Network Connectivity Issues
Topics covered:
  • Lesson 1: Determining Network Settings
  • Lesson 2: Troubleshooting Network Connectivity Issues
MODULE 10:  Lab : Troubleshooting Network Connectivity Issues
Topics covered:
  • Exercise 1: Troubleshooting a Network Problem (1)
  • Exercise 2: Troubleshooting a Network Problem (2)
MODULE 11:  Troubleshooting Remote Connectivity Issues
Topics covered:
  • Lesson 1: Troubleshooting VPN Connectivity Issues
  • Lesson 2: Using Remote Desktop
  • Lesson 3: Troubleshooting User Issues by Using Remote Assistance
  • Lesson 4: Troubleshooting NAP Issues
  • Lesson 5: Troubleshooting DirectAccess Issues
MODULE 12:  Lab : Resolving Remote Connectivity Issues
Topics covered:
  • Exercise: Resolving a Remote Connectivity Problem
MODULE 13:  Troubleshooting Logon and Resource Access Issues
Topics covered:
  • Lesson 1: Troubleshooting User Logon Issues
  • Lesson 2: Troubleshooting User Profile Issues
  • Lesson 3: Troubleshooting File Access Issues
  • Lesson 4: Troubleshooting File Permissions Issues
  • Lesson 5: Troubleshooting Printer Access Issues
MODULE 14:  Lab : Troubleshooting Logon and Resource Access Issues
Topics covered:
  • Exercise 1: Troubleshooting Offline Files
  • Exercise 2: Troubleshooting a Missing Drive Mapping
  • Exercise 3: Troubleshooting Missing Files in My Documents
  • Exercise 4: Troubleshooting a File Access Issue
MODULE 15:  Troubleshooting Security Issues
Topics covered:
  • Lesson 1: Recovering Files Encrypted by EFS
  • Lesson 2: Recovering BitLocker-Protected Drives
  • Lesson 3: Troubleshooting Internet Explorer and Content Access Issues
MODULE 16:  Lab : Troubleshooting Security Issues
Topics covered:
  • Exercise 1: Recovering a BitLocker-Protected Drive
  • Exercise 2: Troubleshooting an Internet Explorer Security Issue
MODULE 17:  Troubleshooting Operating System and Application Issues
Topics covered:
  • Lesson 1: Troubleshooting Application Installation Issues
  • Lesson 2: Troubleshooting Application Operations Issues
  • Lesson 3: Applying Application and Windows Updates
MODULE 18:  Lab : Troubleshooting Operating System and Application Issues
Topics covered:
  • Exercise 1: Troubleshooting Windows Updates

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RELATED COURSES

6294: Windows 7 Desktop Deployments

  • Module 1: Preparing to Deploy Windows 7 Business Desktops
  • Lab : Assessing the Computing Environment by Using the Microsoft Assessment and Planning Toolkit
  • Lab : Recommending an Activation Strategy
  • Module 2: Assessing Application Compatibility in Windows 7
  • Lab : Evaluating Application Compatibility Using the Microsoft Application Compatibility Toolkit
  • Lab : Creating Application Compatibility Fixes
  • Module 3: Evaluating Windows 7 Deployment Methods
  • Lab : Determining the Windows 7 Deployment Method
  • Module 4: Designing Standard Windows 7 Images
  • Lab : Determining the Windows 7 Imaging Strategy
  • Module 5: Deploying Windows 7 by Using WAIK
  • Lab : Installing WAIK
  • Lab : Building a Reference Image Using Windows SIM and Sysprep
  • Lab : Creating Windows PE Boot Media
  • Lab : Capturing and Applying a Windows 7 Image Using ImageX
  • Lab : Servicing Images by Using DISM
  • Module 6: Deploying Windows 7 by Using Windows Deployment Services
  • Lab : Deploying Windows 7 by Using Windows Deployment Services
  • Module 7: Deploying Windows 7 by Using Lite Touch Installation
  • Lab : Planning and Configuring MDT 2010
  • Lab : Deploying Windows 7 by Using Lite Touch Installation
  • Module 8: Deploying Windows 7 by Using Zero Touch Installation
  • Lab : Deploying Windows 7 by Using Zero Touch Installation
  • Module 9: Migrating User State by Using WET and USMT 4.0
  • Lab : Migrating User State by Using Windows Easy Transfer
  • Lab : Migrating User State by Using the User State Migration Tool 4.0
  • Lab : Migrating User State by Using State using Hard Link Migration
  • Module 10: Designing, Configuring, and Managing the Client Environment
  • Lab : Designing and Configuring the Client Environment
  • Lab : Troubleshooting GPO Issues
  • Module 11: Planning and Deploying Applications and Updates to Windows 7 Clients
  • Lab : Determining the Application Deployment Method
  • Lab : Customizing the Microsoft Office Professional Plus 2007 Installation
  • Lab : Planning and Managing Updates by Using WSUS
  • Module 12: Planning and Deploying Windows 7 by Using LTI
  • Lab : Planning an End-to-End Windows 7 LTI Deployment
  • Lab : Deploying Windows 7 using the LTI Deployment Plan

6292: Installing and Configuring Windows 7 Client

COURSE OUTLINE
[Duration: four day]

6292: Windows 7 Client: Install & Configure

  • Module 1: Installing, Upgrading, and Migrating to Windows 7
  • Lab : Installing and Configuring Windows 7
  • Module 2: Configuring Disks and Device Drivers
  • Lab : Configuring Disks and Device Drivers
  • Module 3: Configuring File Access and Printers on Windows 7 Client Computers
  • Lab : Configuring File Access and Printers on Windows 7 Client Computers
  • Module 4: Configuring Network Connectivity
  • Lab : Configuring Network Connectivity
  • Module 5: Configuring Wireless Network Connections
  • Lab : Configuring Wireless Network Connections
  • Module 6: Securing Windows 7 Desktops
  • Lab : Configuring UAC, Local Security Policies, EFS, and AppLocker
  • Lab : Configuring Windows Firewall, Internet Explorer 8 Security Settings, and Windows Defender
  • Module 7: Optimizing and Maintaining Windows 7 Client Computers
  • Lab : Optimizing and Maintaining Windows 7 Client Computers
  • Module 8: Configuring Mobile Computing and Remote Access in Windows 7
  • Lab : Configuring Mobile Computing and Remote Access in Windows 7

MORE INFORMATION FOR
TROUBLESHOOTING AND SUPPORTING WINDOWS 7 IN THE ENTERPRISE

General Information

All Windows Desktop Infrastructure training courses use the latest content, qualified and experienced trainers, and provide delegates with the best learning experience. Training is interactive and classroom-based, and the ability to ask questions reinforces knowledge acquisition during the class.

Class Sizes

Maximum class sizes vary, but there is always adequate time for delegates to ask questions of the instructor.

How to book
Course, dates and delegate numbers
Decide on the Windows Desktop Infrastructure course you want, the date(s) you can attend, and the number of delegates involved
Call us
if at any time you want help or advice, or you want to book on the telephone, just call us on 0333 6000 111 to speak to one of our friendly training advisors

Note: With non-credit card bookings you must sign and return a Booking Form before we can confirm your training.

Also note: If you are a private individual you must pay by credit card at the time of booking.

The confirmation process
Course places allocated
Your place is allocated, along with the trainer, workbooks and exercise files if appropriate
Booking confirmation
You receive an official confirmation, with joining instructions (and directions if it's at our centre)
Training invoice
You receive a VAT invoice

Note: Please allow 1 - 2 working days for your confirmation and invoice.

What happens on the day

If you are coming to our centre, dress code is smart casual.   The timetable is as follows:

9:15

ARRIVAL TIME

9:30

TRAINING STARTS

11:00

MID-MORNING BREAK



1:00

ONE HOUR LUNCH BREAK

3:15

MID-AFTERNOON BREAK

4:30

WRAP UP

Note: break times can vary according to the needs of the training, and course duration for smaller class sizes are usually shorter because fewer delegates have fewer questions !

What you get

With your Windows Desktop Infrastructure training course from Activia, you get a free workbook, so you can review and revise afterwards to reinforce your knowledge.



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