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Troubleshooting and Supporting Windows 7 in the Enterprise

Course information
Price: €1,350.00
Day(s): 3
Course Code: M6293

Overview

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.

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

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

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

Content

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.

Lessons

Lesson 1: Introduction to the EDST Job Role

Lesson 2:Overview of Troubleshooting Steps

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 Windows7 recovery tools to troubleshoot startup problems. Additionally, it provides the information to configure and troubleshoot startup settings, and to troubleshoot operating system services.

Lessons

Lesson 1: Overview of the Windows7 Recovery Environment

Lesson 2: Configuring and Troubleshooting Startup Settings

Lesson 3: Troubleshooting Operating System Services Issues

Lab : Troubleshooting Startup Issues

Exercise 1: Resolving a Startup Problem (1)

Exercise 2: Resolving a Startup Problem (2)

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.

Lessons

Lesson 1: Overview of Group Policy Application

Lesson 2: Resolving Client Configuration Failures and GPO Application Issues

Lab : Using Group Policy to Centralize Configuration

Exercise 1: Resolve Group Policy Application (1)

Exercise 2: Resolve Group Policy Application (2)

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 modulehelps 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 Windows7 computers.

Lessons

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

Lab : Lab A: Resolving Hardware Device and Device Driver Issues

Exercise 1: Resolving Hardware Issues

Exercise 2: Configuring Group Policy to Control Device Installation (optional)

Lab : Lab B: Troubleshooting Performance-Related Issues

Exercise: Troubleshooting a Performance Problem

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.

Lessons

Lesson 1: Determining Network Settings

Lesson 2: Troubleshooting Network Connectivity Issues

Lab : Troubleshooting Network Connectivity Issues

Exercise 1: Troubleshooting a Network Problem (1)

Exercise 2: Troubleshooting a Network Problem (2)

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 moduledescribes 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.

Lessons

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

Lab : Resolving Remote Connectivity Issues

Exercise: Resolving a Remote Connectivity Problem

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

Lessons

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

Lab : Troubleshooting Logon and Resource Access Issues

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

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 moduledescribes 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.

Lessons

Lesson 1: Recovering Files Encrypted by EFS

Lesson 2: Recovering BitLocker-Protected Drives

Lesson 3: Troubleshooting Internet Explorer and Content Access Issues

Lab : Troubleshooting Security Issues

Exercise 1: Recovering a BitLocker-Protected Drive

Exercise 2: Troubleshooting an Internet Explorer Security Issue

After completing this module, students will be able to:

Recover files encrypted by using EFS.

Recover BitLocker-protected drives.

Troubleshoot Internet Explorer and content access issues.

Module 9: Troubleshooting Operating System and Application Issues This module describes how to troubleshoot issues related to operating system features and applications, including application installation and operation issues. This module also addresses applying application and Windows updates.Lessons

Lesson 1: Troubleshooting Application Installation Issues

Lesson 2: Troubleshooting Application Operations Issues

Lesson 3: Applying Application and Windows Updates

Lab : Troubleshooting Operating System and Application Issues

Exercise 1: Troubleshooting Windows Updates

Exercise 2: Troubleshooting AppLocker Policy Application

Exercise 3: Troubleshooting Application Startup

After completing this module, students will be able to:

Troubleshoot application installation issues.

Troubleshoot application operation issues.

Apply application and Microsoft Windows updates

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 performanceissues.
  • Troubleshootnetwork connectivity issues.
  • Troubleshoot remote connectivity issues.
  • Troubleshoot logon and resource access issues.
  • Troubleshootsecurity system issues, such as Encrypting File Systems (EFS) BitLocker Drive Encryption, and file permissions.
  • Troubleshoot operating system and applications issues.

Target Audience

The primary audiencefor this courseis the Enterprise Desktop Support Technician (EDST) providing Tier 2 support. Thesecondary 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.
Schedule
Course Details
03 Jun - 05 Jun, 2013 Virtual Training Centre Add to Basket

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All course dates
Date & Location Language Ver
May
Guaranteed Event Special Offer 21 May - 23 May, 2013 Amsterdam (Kingsfordweg 43) Request Space
21 May - 23 May, 2013 RUEIL ATHENEE Request Space
Special Offer Late Availability 22 May - 24 May, 2013 Drachten (Amperelaan 1c) Request Space
June
03 Jun - 05 Jun, 2013 Virtual Training Centre Request Space
03 Jun - 05 Jun, 2013 Göteborg Request Space
Guaranteed Event 03 Jun - 05 Jun, 2013 London - Old Broad Street Request Space
03 Jun - 05 Jun, 2013 Virtual Training Centre Request Space
03 Jun - 05 Jun, 2013 Virtual Training Centre EN Request Space
10 Jun - 12 Jun, 2013 Hvidovre, Global Knowledge Request Space
Guaranteed Event 10 Jun - 12 Jun, 2013 Nieuwegein (Iepenhoeve 5) Request Space
10 Jun - 12 Jun, 2013 RUEIL ATHENEE Request Space
24 Jun - 26 Jun, 2013 Birmingham - Bull Street Request Space
26 Jun - 28 Jun, 2013 LYON PART DIEU Request Space
26 Jun - 28 Jun, 2013 Zoetermeer (Centrum West 21) Request Space
July
01 Jul - 03 Jul, 2013 Mechelen (Zandvoortstraat 1) Request Space
08 Jul - 10 Jul, 2013 RUEIL ATHENEE Request Space
24 Jul - 26 Jul, 2013 Nieuwegein (Iepenhoeve 5) Request Space
29 Jul - 31 Jul, 2013 Birmingham - Bull Street Request Space
August
05 Aug - 07 Aug, 2013 RUEIL ATHENEE Request Space
07 Aug - 09 Aug, 2013 Rotterdam (Barbizonlaan 25) Request Space
14 Aug - 16 Aug, 2013 Stockholm - Danderyd Request Space
21 Aug - 23 Aug, 2013 Amsterdam (Kingsfordweg 43) Request Space
26 Aug - 28 Aug, 2013 Hvidovre, Global Knowledge Request Space
September
02 Sep - 04 Sep, 2013 Gent (Bisdomplein 3) Request Space
04 Sep - 06 Sep, 2013 Nieuwegein (Iepenhoeve 5) Request Space
16 Sep - 18 Sep, 2013 Göteborg Request Space
18 Sep - 20 Sep, 2013 Zoetermeer (Centrum West 21) Request Space
23 Sep - 25 Sep, 2013 Virtual Training Centre Request Space
23 Sep - 25 Sep, 2013 RUEIL ATHENEE Request Space
23 Sep - 25 Sep, 2013 London - Old Broad Street Request Space
23 Sep - 25 Sep, 2013 Leeds Request Space
23 Sep - 25 Sep, 2013 Virtual Training Centre Request Space
23 Sep - 25 Sep, 2013 Virtual Training Centre Request Space
October
02 Oct - 04 Oct, 2013 LYON PART DIEU Request Space
02 Oct - 04 Oct, 2013 Nieuwegein (Iepenhoeve 5) Request Space
07 Oct - 09 Oct, 2013 Mechelen (Zandvoortstraat 1) Request Space
07 Oct - 09 Oct, 2013 Hvidovre, Global Knowledge Request Space
09 Oct - 11 Oct, 2013 Malmö Request Space
09 Oct - 11 Oct, 2013 Stockholm - Danderyd Request Space
16 Oct - 18 Oct, 2013 Groningen (Helperpark 296) Request Space
21 Oct - 23 Oct, 2013 RUEIL ATHENEE Request Space
30 Oct - 01 Nov, 2013 Eindhoven (Philips Stadion) Request Space
November
04 Nov - 06 Nov, 2013 RUEIL ATHENEE Request Space
12 Nov - 14 Nov, 2013 Brussel Center (Koloniënstraat 11) Request Space
13 Nov - 15 Nov, 2013 Amsterdam (Kingsfordweg 43) Request Space
20 Nov - 22 Nov, 2013 Stockholm - Danderyd Request Space
25 Nov - 27 Nov, 2013 Hvidovre, Global Knowledge Request Space
27 Nov - 29 Nov, 2013 Rotterdam (Barbizonlaan 25) Request Space
December
02 Dec - 04 Dec, 2013 Gent (Bisdomplein 3) Request Space
09 Dec - 11 Dec, 2013 RUEIL ATHENEE Request Space
11 Dec - 13 Dec, 2013 Nieuwegein (Iepenhoeve 5) Request Space
16 Dec - 18 Dec, 2013 Virtual Training Centre Request Space
16 Dec - 18 Dec, 2013 London - Old Broad Street Request Space
16 Dec - 18 Dec, 2013 Virtual Training Centre Request Space

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