6293 Troubleshooting and Supporting Windows 7 in the Enterprise

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This course provides material for:
Microsoft Exam code: Exam 70-685
Certificate: MCSA: Windows 7

Overview

This course teaches students with experience in Windows XP and Vista in a Tier 2 support environment, how to support the operating system and solve technical troubleshooting problems in a Windows 7 and Windows Server 2008 R2 networking environment.

Objectives

After completing this course, students 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.

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.

Syllabus

Resolving Startup Issues

  • Overview of the Windows 7 Recovery Environment
  • Configuring and Troubleshooting Startup Settings
  • Troubleshooting Issues with Operating System Services
  • Lab : Resolving Startup Issues

Using Group Policy to Centralize Configuration

  • Overview of Group Policy Application
  • Resolving Client Configuration Failures and GPO Application Issues
  • Lab : Using Group Policy to Centralize Configuration

Resolving Issues for Hardware Devices and Device Drivers

  • Overview of Hardware Troubleshooting
  • Troubleshooting Physical Failures
  • Troubleshooting Failures of Device Drivers
  • Lab : Resolving Issues for Hardware Devices and Device Drivers

Resolving Network Connectivity Issues

  • Determining Network Settings
  • Troubleshooting Issues with Network Connectivity
  • Lab : Resolving Network Connectivity Issues

Resolving Remote Connectivity Issues

  • Troubleshooting VPN Connectivity Issues
  • Using Remote Desktop
  • Troubleshooting User Issues by Using Remote Assistance
  • Troubleshooting NAP Issues
  • Troubleshooting DirectAccess Issues
  • Lab : Resolving Remote Connectivity Issues

Resolving Issues with Logon and Resource Access

  • Troubleshooting Issues with User Logon
  • Troubleshooting Issues with User Profiles
  • Troubleshooting Issues with File Access
  • Troubleshooting Issues with Printer Access
  • Lab : Resolving Issues with Logon and Resource Access

Resolving Issues Related to Security

  • Recovering Files Encrypted by EFS
  • Recovering Drives Encrypted by BitLocker
  • Troubleshooting Issues with Internet Explorer and Content Access
  • Troubleshooting Issues with File Permissions
  • Lab : Resolving Issues Related to Security

Resolving Issues Related to Operating Systems and Applications

  • Troubleshooting Issues with Application Installation
  • Troubleshooting Issues with Application Operations
  • Applying Application and Windows Updates
  • Lab : Resolving Issues Related to Operating Systems and Applications

Resolving Performance-Related Issues

  • Configuring Performance Options in Windows 7
  • Monitoring Reliability and Performance
  • Overview of Event Viewer
  • Lab : Resolving Performance-Related Issues

Appendix A: Implementing a Troubleshooting Methodology

  • Introduction to the Enterprise Desktop Support Technician Job Role
  • Overview of Troubleshooting Steps

Training provider

Teaching mode:
Online - Self paced
Classroom - Instructor Led
Online - Instructor Led
Duration: 3 days
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