50331: Windows 7, Enterprise Desktop Support Technician

Start Date Time Days Price GTR Availability
July 24, 2017 09:00 (EST) 5 $2,895.00 Register
October 02, 2017 09:00 (EST) 5 $2,895.00 Register
December 11, 2017 09:00 (EST) 5 $2,895.00 Register

About this Course

This five-day instructor-led course provides students with the knowledge and skills needed to isolate, document and resolve problems on a Windows 7 desktop or laptop computer. It will also help test takers prepare for the 70-685 and 70-682 exams.

Audience Profile

This course is intended for Windows 7 desktop support technicians who resolve Tier 1 and 2 problems on desktop computers. A minimum of three years of experience configuring and supporting desktop or laptop operating systems is recommended.

At Course Completion

After completing this course, students will be able to:

  • Identify and Resolve Desktop Application Issues
  • Identify the Cause of and Resolve Networking Issues
  • Manage and Maintain Systems That Run Windows 7
  • Support Mobile Users
  • Identify the Cause of and Resolve Security Issues

Before attending this course, students must have:
TCP/IP Troubleshooting skills

  • Experience working in a domain environment
  • Experience using desktop and command-line troubleshooting tools
  • Experience installing and troubleshooting desktop application problems
  • Experience configuring registry and group policy settings?

Course Outline

Module 1: Identify and Resolve New Software Installation Issues
This module explains how to fix problems that occur during the installation of new software.

Lessons
Overview
Planning New Software Deployment
Multilingual Deployment
Using Group Policy to install software
Using Software Restriction Policies
Digitally Signing Software
Using WMI
Using Applocker
Using Virtualization for Testing
Resolve Software Installation Issues
Review

Lab: Identify and Resolve New Software Installation Issues
Create a Repair Disk and Installation Partitions
Install and Configure Windows 7
Install Programs and test App locker
Configure Compatibility Settings

After completing this module, students will be able to:
Understand the different installation options for Windows 7
Understand the different installation options for Windows 7applications
Resolve Windows 7 installation problems
Prevent users from running unapproved applications

Module 2: Resolve Software Configuration Issues
This module explains how to fix application install problems caused by older programs or new features and options.

Lessons
Overview
Change Default Settings on the Image
Enable and Disable Features
Pointing to a Network Resource
Configuring Updates
Resolve Configuration Issues with Group Policy
Driver Updates
Problem Steps Recorder
Resolve Software Configuration Issues
Review

Lab: Resolve Software Configuration Issues
Install the Windows Automated Installation Kit
Create a Windows PE bootable image
Create a VHD disk
Install Windows 7 on a VHD
Boot Windows 7 from a VHD
Use the Problem Steps Recorder

After completing this module, students will be able to:
Create a Windows 7 VHD disk
Configure operating system features
Understand the impact of Driver Updates
Fix software configuration problems
Use the Problem Steps Recorder tool

Module 3: Resolve Software Failure
This module explains how to fix problems with applications that have problems after being installed.

Lessons
Overview
Event Viewer
Event Forwarding
Application Compatibility Toolkit
Windows Troubleshooting Platform
Windows Experience Index
Testing Compatibility with Safe Mode
System Restore
Resolve Software Failure
Review

Lab: Resolve Software Failure
Install applications written for older versions of Windows
Use the Program Compatibility Tool to configure settings for older applications
Use PowerShell scripts to configure Network Adapters
Use the Troubleshooter to enable the network adapter
Install Windows 7 SDK
Create a Troubleshooting Pack with the SDK
Configure Event Forwarding
Use System Restore

After completing this module, students will be able to:
Configure Event Forwarding
Use System Restore to fix desktop problems.
Create a Windows 7 Troubleshooter

Module 4: Identify and Resolve Logon Issues
This module explains how to fix logon problems and configure local and roaming logon profiles.

Lessons
Overview
Authentication Process
Machine Accounts
Trust Relationships
Network Services
User Account Properties
User Profiles
Resolve Logon Issues
Review

Lab: Identify and Resolve Logon Issues
Join a computer to the domain
Install Remote Server Administration Tools (RSAT)
Test and Verify Domain User Account Properties
Create Logoff script using PowerShell
Test the use of Roaming Profiles
Test the use of Mandatory Profiles

After completing this module, students will be able to:
Create Roaming and Mandatory User Profiles
Configure Machine Accounts in Active Directory
Configure User Account Properties in Active Directory

Module 5: Identify and Resolve Network Connectivity Issues
This module explains how to troubleshoot connectivity and network problems for client computers.

Lessons
Overview
Scope of the Problem
Hardware Issues
TCP/IP Configuration
Network Routing
IPSec Configuration
Network Connectivity Tools
Branch Cache
Resolve Network Connectivity Issues
Review

Lab: Identify and Resolve Network Connectivity Issues
Use command-line tools to identify and fix network connectivity problems
Fix connectivity problems caused by problem scripts

After completing this module, students will be able to:
Use command-line tools to troubleshoot connectivity problems.
Use the Windows Troubleshooters to fix configuration issues.
Configure Advanced TCP/IP options on a client computer

Module 6: Identify and Resolve Name Resolution Issues
This module explains how to use network services and local computer files to resolve computer names.

Lessons
Overview
DNS Name Resolution
Using a Hosts files
WINS Configuration
Using LMHOSTS files
Name Resolution Order
Manual vs DHCP Configuration
Resolve Name Resolution Issues
Review

Lab: Identify and Resolve Name Resolution Issues
Configure and Test DNS Resolution
Configure and Test Hosts File Resolution
Configure and Test NetBIOS Resolution

After completing this module, students will be able to:
Configure records on a DNS Server
Configure HOSTS records
Using command-line and scripting tools to configure TCP/IP settings

Module 7: Identify and Resolve Network Printer Issues
This module explains how to configure printer settings and security.

Lessons
Overview
Connecting to a Network Printer
Managing the Print Spooler
Setting Printer Priorities
Creating Printer Pools
Configuring Drivers
Printer Schedules
Printer Permissions
Manage Printers with Group Policy Settings
Resolve Network Printer Issues
Review

Lab: Identify and Resolve Network Printer Issues
Install local and network printers
Create and use a separator page
Configure Printer Redirection and Printer Pooling
Move the Print Spooler Directory

After completing this module, students will be able to:
Optimize the performance of the Print Spooler
Redirect Print Jobs from non-functioning Printers
Manage Active Directory registration of Printers
Manage Printer Permissions

Module 8: Identify and Resolve Performance Issues
This module explains how to improve the performance of a system by monitoring and controlling the use of resources by applications.

Lessons
Overview
Analyzing Event Logs
Setting Power Management
Optimize Processor Usage
Optimizing Memory Usage
Optimize Hard Drive Usage
Optimize Network Usage
Performance Tools
Resolve Performance Issues
Review

Lab: Identify and Resolve Performance Issues
Schedule and Perform a Disk Defragmentation
Using Task Manager
Using Resource Monitor
Display a message when a Service stops

After completing this module, students will be able to:
Configure automatic responses to Service failure
Manage the use of Processing resources by applications
View and control active connections to a computer
Optimize Hard-Disk performance.

Module 9: Identify and Resolve Hardware Failure Issues
This module explains how to diagnose hardware problems on a computer.

Lessons
Overview
Diagnosing Memory Failure Issues
Hard Drive Issues
Network Card Issues
Power Supply Issues
Windows Hardware Diagnostic Tools
Resolve Hardware Failure Issues
Review

Lab: Identify and Resolve Hardware Failure Issues
Use the Windows Memory Diagnostics Tool
Fix Hard Disk Errors
Use the Reliability Monitor
Use Event Viewer to Find Hardware Information

After completing this module, students will be able to:
Understand how to be proactive in dealing with hardware problems
Use Windows 7 hardware diagnostic tools

Module 10: Identify and Resolve Wireless Connectivity Issues
This module explains how to configure reliable and secure wireless connectivity for client computers.

Lessons
Overview
Signal Strength
Wireless Security
Wireless Profiles
Management Options for Wireless Devices
Resolve Wireless Connectivity Issues
Review

Lab: Identify and Resolve Wireless Connectivity Issues
No Lab Exercises

After completing this module, students will be able to:
Understand the encryption options available for wireless networks
Use Windows 7 Wireless security options
Fix client connectivity problems

Module 11: Identify and Resolve Remote Access Issues
This module explains how to configure remote network connections for client computers.

Lessons
Overview
Remote Access Methods
Dial-up Configuration
VPN Configuration
Direct Access Configuration
Authentication Protocols
Resolve Remote Access Issues
Review

Lab: Identify and Resolve Remote Access Issues
Configure Remote Access settings for a domain user account
Create and Test a VPN Connection

After completing this module, students will be able to:
Understand the security options available when creating remote access connections
Understand the new capabilities of VPN connections that use Direct Access
Resolve connectivity problems for VPN and Dial-Up connections

Module 12: Manage File Synchronization
This module explains how to allow end-users to work with network files that are being synchronized on their local desktops or laptops.

Lessons
Overview
Configuring Offline File Access
Synchronization Settings
Transparent Caching
Roaming Profiles
Restoring Network Files
Resolve File Synchronization Problems
Review

Lab: Manage File Synchronization
Configure and Test Offline Files
Restore the Previous Version of a File

After completing this module, students will be able to:
Configure Transparent Caching
Restore deleted network files

Module 13: Identify and Resolve Internet Explorer Security Issues
This module explains how to configure the security features in Internet Explorer to protect user information and privacy.

Lessons
Overview
Configure Security Zone
Configure Security Levels
Configure Privacy Settings
Managing Add-ons
Configure Smart Screen Filter
Other Security Issues
Resolve Internet Explorer Security Issues
Review

Lab: Identify and Resolve Internet Explorer Security Issues
Configure Trusted Security Zone
Configure the Security and Privacy Features in IE
Configure Group Policy Settings for Internet Explorer

After completing this module, students will be able to:
How to use new security features like Smart Screen Filtering
Manage Internet Explorer Add-ons
Use IE features to warn the user about potential security problems
Understand new features in Internet Explorer 9

Module 14: Identify and Resolve Firewall Issues
This module explains how to configure Windows Firewall to secure network traffic and applications on a computer.

Lessons
Overview
Securing Network Applications and Features
Program and Port Exceptions
Configuring Notifications and Logging
Network Security Tools
Resolve Firewall Issues
Review

Lab: Identify and Resolve Firewall Issues
Configure and Test Firewall Rules for an application
Fix Application Problems Caused by Firewall Rules

After completing this module, students will be able to:
Block applications from communicating over the network
Record and setup notifications of unapproved network communication
Fix problems caused by improper configuration of Windows Firewall

Module 15: Identify and Resolve Issues Due To Malicious Software
This module explains how to restore a computer system after an attack by viruses or other malicious software.

Lessons
Overview
Proactive Malware Protection
Protecting Internet Explorer
Windows and Anti-Virus Updates
Recovering From Malware Infection
Resolve Issues Due To Malicious Software
Review

Lab: Identify and Resolve Issues Due To Malicious Software
Use the Action Center to manage UAC settings
Use System File Checker
Use the Malicious Software Removal Tool
Install Microsoft Security Essentials

After completing this module, students will be able to:
Identify problems caused by viruses and other malware.
How to protect Internet Explorer and E-mail applications from malware attack
How to prevent data loss and fix a computer after a malware attack
Install and configure Microsoft Security Essentials

Module 16: Identify and Resolve Encryption Issues
This module explains how to fix problems caused by using encryption on a Windows computer.

Lessons
Overview
Configuring a Recovery Agent
Using EFS
Using BitLocker
Encryption Tools
Resolve Encryption Issues
Review

Lab: Identify and Resolve Encryption Issues
Encrypt Files using EFS
Configure EFS Sharing
Configure a Recovery Agent

After completing this module, students will be able to:
Recover from lost encryption keys
How to encrypt individual files using EFS
Use BitLocker to protect laptops and insecure computers

Module 17: Identify and Resolve Software Update Issues
This module explains how to enable and use the software update features available in Windows 7.

Lessons
Overview
Types of Windows Updates
Using Windows Update
Using Microsoft Update
Resolve Software Update Issues
Review

Lab: Identify and Resolve Software Update Issues
Configure Windows Updates using desktop settings
Configure Windows Updates using Group Policy settings

After completing this module, students will be able to:
Configure client computers to get updates from the local network instead of the Internet
Understand the different options available when updating the operating system
Understand how to configure automatic updates for Microsoft applications