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M6293 Troubleshooting and Supporting Windows 7 in the Enterprise

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 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.

Learning Objectives

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 course’s end, students will have been exposed to the process of establishing and using a troubleshooting methodology, and the EDST job role and responsibilities.

Delegates will learn how to

    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

Pre-Requisites

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

Course Content

By the course’s end, 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

Typical Course Outline

Module 1: Implementing a Troubleshooting Methodology

This module describes the steps involved in establishing and using a typical troubleshooting methodology. It also covers the job role and responsibilities of the EDST.

After completing this module, students will be able to:

    Describe the job role of the EDST.
    Describe the steps of a typical troubleshooting methodology.

Module 2: Troubleshooting Startup Issues

This module describes how to use Windows 7 recovery tools to troubleshoot startup problems. Additionally, it provides the information to configure and troubleshoot startup settings, and to troubleshoot operating system services.

After completing this module, students will be able to:

    Use Windows 7 recovery tools to troubleshoot startup problems.
    Configure and troubleshoot startup settings.
    Troubleshoot operating system services.

Module 3: Using Group Policy to Centralize Configuration

This module describes Group Policy application. It also covers steps to troubleshoot both client configuration failures and GPO application issues.

After completing this module, students will be able to:

    Describe Group Policy application.
    Troubleshoot client configuration failures and GPO application issues.

Module 4: Troubleshooting Hardware Device, Device Driver, and Performance Issues

This module helps students troubleshoot issues related to hardware devices and device drivers by identifying basic hardware-related issues. Additionally, the module helps students determine hardware failure issues, and the problems that device drivers can cause. Finally, this module provides guidance on how to configure performance options in Windows 7, as well as monitor reliability and performance of Windows 7 computers.

After completing this module, students will be able to:

    Identify basic hardware-related issues.
    Determine hardware failure issues.
    Monitor reliability and performance of Windows 7 computers.
    Configure performance options in Windows 7.
    Determine problems that device drivers cause.

Module 5: Troubleshooting Network Connectivity Issues

This module describes how to troubleshoot issues related to network connectivity by providing the steps to determine the network configuration of client computers, and then to troubleshoot network connections.

After completing this module, students will be able to:

    Determine the network configuration of client computers.
    Troubleshoot network connections.

Module 6: Troubleshooting Remote Connectivity Issues

This module describes how to troubleshoot remote connectivity issues. This module instructs students on how to configure and troubleshoot virtual private network (VPN) connections, as well as how to use Remote Desktop and Remote Assistance to assist users. This module also covers the troubleshooting steps for Network Access Protection (NAP) and DirectAccess issues.

After completing this module, students will be able to:

    Configure and troubleshoot VPN connections.
    Use Remote Desktop.
    Use Remote Assistance.
    Troubleshoot NAP issues.
    Troubleshoot DirectAccess issues.

Module 7: Troubleshooting Logon and Resource Access Issues

This module describes how to use troubleshooting tools and methods to troubleshoot user profile and logon scripts issues, and issues with file and printer access.

After completing this module, students will be able to:

    Troubleshoot user logon issues.
    Troubleshoot user profile issues.
    Troubleshoot file access issues.
    Troubleshoot file permissions issues.
    Troubleshoot printer access issues.

Module 8: Troubleshooting Security Issues

This module describes how to troubleshoot issues related to security systems such as EFS, BitLocker, and file permissions. The module instructs students how to troubleshoot and recover files encrypted with EFS and BitLocker-protected drives. In this module, students also troubleshoot file permissions, content access issues, and Windows Internet Explorer issues.

Exams & Certification

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

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