"Charting the Course to Your Success!" MOC D Windows 7 Enterprise Desktop Support Technician Course Summary

Transcription

1 Description Course Summary This 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 exam. Objectives At the end of this course, students will be able to: Identify and Resolve Desktop Application Identify the Cause of and Resolve Networking Manage and Maintain Systems That Run Windows 7 Support Mobile Users Identify the Cause of and Resolve Security Topics Identify and Resolve New Software Installation Resolve Software Configuration Resolve Software Failure Identify and Resolve Logon Identify and Resolve Network Connectivity Identify and Resolve Name Resolution Identify and Resolve Network Printer Identify and Resolve Performance Identify and Resolve Hardware Failure Identify and Resolve Wireless Connectivity Identify and Resolve Remote Access Manage File Synchronization Identify and Resolve Internet Explorer Security Identify and Resolve Firewall Identify and Resolve Due To Malicious Software Identify and Resolve Encryption Identify and Resolve Software Update Audience 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. Prerequisites 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 Duration Five days

2 Course Outline I. Identify and Resolve New Software Installation This module explains how to fix problems that occur during the installation of new software. B. Planning New Software Deployment C. Multilingual Deployment D. Using Group Policy to install software E. Using Software Restriction Policies F. Digitally Signing Software G. Using WMI H. Using Applocker I. Using Virtualization for Testing J. Resolve Software Installation K. Review Lab: Identify and Resolve New Software Installation Create a Repair Disk and Installation Partitions Install and Configure Windows 7 Install Programs and test Applocker Configure Compatibility Settings Understand the different installation options for Windows 7 Understand the different installation options for Windows 7 applications Resolve Windows 7 installation problems Prevent users from running unapproved applications II. Resolve Software Configuration This module explains how to fix application install problems caused by older programs or new features and options. B. Change Default Settings on the Image C. Enable and Disable Features D. Pointing to a Network Resource E. Configuring Updates F. Resolve Configuration with Group Policy G. Driver Updates H. Problem Steps Recorder I. Resolve Software Configuration 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 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 III. Resolve Software Failure This module explains how to fix problems with applications that have problems after being installed. B. Event Viewer C. Event Forwarding D. Application Compatibility Toolkit E. Windows Troubleshooting Platform F. Windows Experience Index G. Testing Compatibility with Safe Mode H. System Restore I. Resolve Software Failure 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 Configure Event Forwarding Use System Restore to fix desktop problems Create a Windows 7 Troubleshooter Lab: Resolve Software Configuration Install the Windows Automated Installation Kit

3 IV. Identify and Resolve Logon This module explains how to fix logon problems and configure local and roaming logon profiles. B. Authentication Process C. Machine Accounts D. Trust Relationships E. Network Services F. User Account Properties G. User Profiles H. Resolve Logon I. Review Lab: Identify and Resolve Logon 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 Create Roaming and Mandatory User Profiles Configure Machine Accounts in Active Directory Configure User Account Properties in Active Directory V. Identify and Resolve Network Connectivity This module explains how to troubleshoot connectivity and network problems for client computers. B. Scope of the Problem C. Hardware D. TCP/IP Configuration E. Network Routing F. IPSec Configuration G. Network Connectivity Tools H. Branch Cache I. Resolve Network Connectivity Lab: Identify and Resolve Network Connectivity Use command-line tools to identify and fix network connectivity problems Fix connectivity problems caused by problem scripts 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 VI. Identify and Resolve Name Resolution This module explains how to use network services and local computer files to resolve computer names. B. DNS Name Resolution C. Using a Hosts files D. WINS Configuration E. Using LMHOSTS files F. Name Resolution Order G. Manual vs. DHCP Configuration H. Resolve Name Resolution I. Review Lab: Identify and Resolve Name Resolution Configure and Test DNS Resolution Configure and Test Hosts File Resolution Configure and Test NetBIOS Resolution Configure records on a DNS Server Configure HOSTS records Using command-line and scripting tools to configure TCP/IP settings VII. Identify and Resolve Network Printer This module explains how to configure printer settings and security. B. Connecting to a Network Printer C. Managing the Print Spooler D. Setting Printer Priorities E. Creating Printer Pools F. Configuring Drivers G. Printer Schedules H. Printer Permissions I. Manage Printers with Group Policy Settings J. Resolve Network Printer K. Review

4 Lab: Identify and Resolve Network Printer Install local and network printers Create and use a separator page Configure Printer Redirection and Printer Pooling Move the Print Spooler Directory Optimize the performance of the Print Spooler Redirect Print Jobs from non-functioning Printers Manage Active Directory registration of Printers Manage Printer Permissions VIII. Identify and Resolve Performance This module explains how to improve the performance of a system by monitoring and controlling the use of resources by applications. B. Analyzing Event Logs C. Setting Power Management D. Optimize Processor Usage E. Optimizing Memory Usage F. Optimize Hard Drive Usage G. Optimize Network Usage H. Performance Tools I. Resolve Performance Lab: Identify and Resolve Performance Schedule and Perform a Disk Defragmentation Using Task Manager Using Resource Monitor Display a message when a Service stops 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 IX. Identify and Resolve Hardware Failure This module explains how to diagnose hardware problems on a computer. B. Diagnosing Memory Failure C. Hard Drive D. Network Card E. Power Supply F. Windows Hardware Diagnostic Tools G. Resolve Hardware Failure H. Review Lab: Identify and Resolve Hardware Failure Use the Windows Memory Diagnostics Tool Fix Hard Disk Errors Use the Reliability Monitor Use Event Viewer to Find Hardware Information Understand how to be proactive in dealing with hardware problems Use Windows 7 hardware diagnostic tools X. Identify and Resolve Wireless Connectivity This module explains how to configure reliable and secure wireless connectivity for client computers. B. Signal Strength C. Wireless Security D. Wireless Profiles E. Management Options for Wireless Devices F. Resolve Wireless Connectivity Lab: Identify and Resolve Wireless Connectivity No Lab Exercises Understand the encryption options available for wireless networks Use Windows 7 Wireless security options Fix client connectivity problems XI. Identify and Resolve Remote Access This module explains how to configure remote network connections for client computers. B. Remote Access Methods C. Dial-up Configuration D. VPN Configuration E. DirectAccess Configuration F. Authentication Protocols G. Resolve Remote Access H. Review

5 Lab: Identify and Resolve Remote Access Configure Remote Access settings for a domain user account Create and Test a VPN Connection Understand the security options available when creating remote access connections Understand the new capabilities of VPN connections that use DirectAccess Resolve connectivity problems for VPN and Dial- Up connections 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. B. Configuring Offline File Access C. Synchronization Settings D. Transparent Caching E. Roaming Profiles F. Restoring Network Files G. Resolve File Synchronization Problems H. Review Lab: Manage File Synchronization Configure and Test Offline Files Restore the Previous Version of a File Configure Transparent Caching Restore deleted network files XII. Identify and Resolve Internet Explorer Security This module explains how to configure the security features in Internet Explorer to protect user information and privacy. B. Configure Security Zone C. Configure Security Levels D. Configure Privacy Settings E. Managing Add-ons F. Configure Smart Screen Filter G. Other Security H. Resolve Internet Explorer Security I. Review Lab: Identify and Resolve Internet Explorer Security Configure Trusted Security Zone Configure the Security and Privacy Features in IE Configure Group Policy Settings for Internet Explorer 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 XIII. Identify and Resolve Firewall This module explains how to configure Windows Firewall to secure network traffic and applications on a computer. B. Securing Network Applications and Features C. Program and Port Exceptions D. Configuring Notifications and Logging E. Network Security Tools F. Resolve Firewall Lab: Identify and Resolve Firewall Configure and Test Firewall Rules for an application Fix Application Problems Caused by Firewall Rules Block applications from communicating over the network Record and setup notifications of unapproved network communication XIV. Identify and Resolve Due To Malicious Software This module explains how to restore a computer system after an attack by viruses or other malicious software. B. Proactive Malware Protection C. Protecting Internet Explorer D. Windows and Anti-Virus Updates E. Recovering From Malware Infection F. Resolve Due To Malicious Software

6 Lab: Identify and Resolve Due To Malicious Software Use the Action Center to manage UAC settings Use Windows Defender Use System File Checker Use the Malicious Software Removal Tool Identify problems caused by viruses and other malware How to protect Internet Explorer and applications from malware attack How to prevent data loss and fix a computer after a malware attack XV. Identify and Resolve Encryption This module explains how to fix problems caused by using encryption on a Windows computer. B. Configuring a Recovery Agent C. Using EFS D. Using BitLocker E. Encryption Tools F. Resolve Encryption XVI. Identify and Resolve Software Update This module explains how to enable and use the software update features available in Windows 7. B. Types of Windows Updates C. Using Windows Update D. Using Microsoft Update E. Resolve Software Update F. Review Lab: Identify and Resolve Software Update Configure Windows Updates using desktop settings Configure Windows Updates using Group Policy settings 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 Lab: Identify and Resolve Encryption Encrypt Files using EFS Configure EFS Sharing Configure a Recovery Agent Recover from lost encryption keys How to encrypt individual files using EFS Use BitLocker to protect laptops and insecure computers