Certification for Windows 7 from Activia

6293: Troubleshooting and Supporting Windows 7 in the Enterprise

A 3-Day Training Course

Course Content

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 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

Who Should Attend

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

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.

Course Outline
This course is a 3-day training course structured into 18 modules.
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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