Microsoft Windows 7: Troubleshooting And Supporting Windows 7 In The
Enterprise

Product Description

Overview

This class is designed for Information Technology (IT) professionals who have experience with Windows XP & Windows Vista who work as Windows 7 Enterprise Desktop Support Technicians (EDSTs) in Tier 2 support environments. The goal of this instruction is to enable these individuals to support the Windows 7 operating system & solve technical troubleshooting problems in a Windows 7 & Windows Server 2008 R2 networking environment.
This class helps candidates prepare for Exam 70-685, the final requirement for the Enterprise Desktop Support Technician (EDST) professional credential.
By the classs end, students will have been exposed to the process of establishing & using a troubleshooting methodology, & the EDST job role & responsibilities. in addition, students will be exposed to various troubleshooting tools & techniques that enable them to address the following Windows 7 issues in an enterprise network environment:
Startup
Group Policy
Hardware & device driver
Performance
Network connectivity
Remote connectivity
User profile & logon
Security
Applications
The primary audience for this class is the Enterprise Desktop Support Technician (EDST) providing Tier 2 support. The secondary audience for this class 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, & hardware support issues. EDSTs must combine technical expertise with problem solving & decision making skills & a deep understanding of their business & technical environments to quickly resolve support issues. They consider all variables, justify resolutions with a logical troubleshooting approach, & relate tradeoffs while adhering to business & technical requirements & constraints. EDSTs are primarily responsible for the maintenance & support of PC desktops, installing & testing line-of-business applications on end-user computers, & physically making changes to user desktops or re-images as required.
EDSTs have used previous versions of Microsoft Windows desktop operating systems & may have experience with Microsoft Windows Server operating systems. Their job requires them to keep their skills & knowledge current with new versions & updates of technology as defined by the business environment. They use EMS/ Power Shell scripts for routine tasks & bulk operations. They conduct most server management tasks remotely by using Terminal Server or other administration tools installed on their local workstations.
Describe the processes of establishing & using a troubleshooting methodology, & define the EDST job role & responsibilities.
Class Outline
Module 1: Implementing a Troubleshooting Methodology
This module describes the steps involved in establishing & using a typical troubleshooting methodology. It also covers the job role & 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. in addition, it provides the information to configure & troubleshoot startup settings, & to troubleshoot operating system services.
After completing this module, students will be able to:
Use Windows 7 recovery tools to troubleshoot startup problems.
Configure & 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 & GPO application issues.
After completing this module, students will be able to:
Describe Group Policy application.
Troubleshoot client configuration failures & GPO application issues.
Module 4: Troubleshooting Hardware Device, Device Driver, & Performance Issues
This module helps students troubleshoot issues related to hardware devices & device drivers by identifying basic hardware-related issues. in addition, the module helps students determine hardware failure issues, & 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 & 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 & 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, & 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 & troubleshoot virtual private network (VPN) connections, as well as how to use Remote Desktop & Remote Assistance to assist users. This module also covers the troubleshooting steps for Network Access Protection (NAP) & Direct Access issues.
After completing this module, students will be able to:
Configure & troubleshoot VPN connections.
Use Remote Desktop.
Use Remote Assistance.
Troubleshoot NAP issues.
Troubleshoot Direct Access issues.
Module 7: Troubleshooting Logon & Resource Access Issues
This module describes how to use troubleshooting tools & methods to troubleshoot user profile & logon scripts issues, & issues with file & 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, Bit Locker, & file permissions. The module instructs students how to troubleshoot & recover files encrypted with EFS & Bit Locker-protected drives. In this module, students also troubleshoot file permissions, content access issues, & Windows Internet Explorer issues.
After completing this module, students will be able to:
Recover files encrypted by using EFS.
Recover Bit Locker-protected drives.
Troubleshoot Internet Explorer & content access issues.
Module 9: Troubleshooting Operating System & Application Issues
This module describes how to troubleshoot issues related to operating system features & applications, including application installation & operation issues. This module also addresses applying application & Windows updates.
After completing this module, students will be able to:
Troubleshoot application installation issues.
Troubleshoot application operation issues.
Apply application & Microsoft Windows updates