Troubleshooting and Supporting Windows 7 in the Enterprise

Transcription

1 Lincln Land Cmmunity Cllege Capital City Training Center 130 West Masn Springfield, IL Trubleshting and Supprting Windws 7 in the Enterprise Curse 6293; 3 Days, Instructr-led Curse Descriptin This three-day instructr-led curse will teach IT Prfessinals, experienced with Micrsft Windws XP and Windws Vista in a Tier 2 supprt envirnment, hw t supprt the perating system and slve technical trubleshting prblems in a Windws 7 and Windws Server 2008 R2 netwrking envirnment. This curse als directly supprts the EDST exam. Advanced desktp management t reduce cmplexity and autmate tasks Managing remte laptp PCs Security hardening and Defense-in-depth Meet emerging cmpliance and gvernance requirements Reduce help desk calls thrugh grup plicy cnfiguratin Imprving system perfrmance, resiliency, and reliability Audience Prfile The primary audience fr this curse is the Enterprise Desktp Supprt Technician (EDST) prviding Tier 2 supprt. The secndary audience fr this curse is the Desktp Supprt Technician (DST) in an Upper MORG Organizatin. EDSTs are experienced IT Prfessinals wh fcus n a brad range f desktp perating system, desktp applicatin, mbile device, netwrking, and hardware supprt issues. EDSTs must cmbine technical expertise with prblem slving and decisin making skills and a deep understanding f their business and technical envirnments t quickly reslve supprt issues. They cnsider all variables, justify reslutins with a lgical trubleshting apprach, and relate tradeffs while adhering t business and technical requirements and cnstraints. EDSTs are primarily respnsible fr the maintenance and supprt f PC desktps, installing and testing line-fbusiness applicatins n end-user cmputers, and physically making changes t user desktps r re-

2 images as required. EDSTs have used previus versins f Micrsft Windws desktp perating systems and may have experience with Micrsft Windws Server perating systems. Their jb requires them t keep their skills and knwledge current with new versins and updates f technlgy as defined by the business envirnment. They use EMS/PwerShell scripts fr rutine tasks and bulk peratins. They cnduct mst server management tasks remtely by using Terminal Server r ther administratin tls installed n their lcal wrkstatins. At Curse Cmpletin After cmpleting this curse, students will be able t trublesht: Startup issues n a cmputer with Windws 7 installed. Issues related t the applicatin f Grup Plicy. Issues related t hardware devices and device drivers. Issues related t netwrk cnnectivity. Remte cnnectivity issues. User prfile and lgn script issues. Issues related t security systems such as Encrypting File Systems (EFS), BitLcker, and file permissins. Issues related t perating system features and applicatins. Issues related t perfrmance Prerequisites In additin t their prfessinal experience, students wh attend this training shuld already have the fllwing technical knwledge: Netwrking fundamentals, including TCP/IP/User Datagram Prtcl (UDP), Dmain Name System (DNS) Micrsft Active Directry principles and management Micrsft Windws Server 2008 fundamentals Micrsft Windws Client fundamentals Fundamentals f using the 2010 Micrsft Office system r the 2007 Micrsft Office system

3 Students wh attend this training can meet the prerequisites by attending the fllwing curses, r btaining equivalent knwledge and skills: Curse 6292A: Installing and Cnfiguring Windws 7 Client Curse 6420B: Fundamentals f Windws Server 2008 Curse Outline Mdule 1: Reslving Startup Issues This mdule describes hw t identify and trublesht issues that affect the perating system s ability t start, and hw t identify prblematic services that are running n the perating system. It als describes hw t use the Micrsft Windws 7 perating system advanced trubleshting tls, cllectively knwn as the Micrsft Windws Recvery Envirnment (Windws RE). Lessns Lessn 1: Overview f the Windws 7 Recvery Envirnment Lessn 2: Cnfiguring and Trubleshting Startup Settings Lessn 3: Trubleshting Issues with Operating System Services Lab : Reslving Startup Issues Exercise 1: Reslving a Startup Prblem (1) Exercise 2: Reslving a Startup Prblem (2) After cmpleting this mdule, students will be able t: Use Windws 7 recvery tls t trublesht startup prblems. Cnfigure and trublesht startup settings. Trublesht perating system services. Mdule 2: Using Grup Plicy t Centralize Cnfiguratin This mdule explains hw Grup Plicy wrks and hw t identify when an rganizatin is nt applying Grup Plicy bjects (GPOs) prperly. Lessns Lessn 1: Overview f Grup Plicy Applicatin Lessn 2: Reslving Client Cnfiguratin Failures and GPO Applicatin Issues Lab : Using Grup Plicy t Centralize Cnfiguratin

4 Exercise 1: Reslve Grup Plicy Applicatin N. 1 Exercise 2: Reslve Grup Plicy Applicatin N. 2 After cmpleting this mdule, students will be able t: Describe Grup Plicy applicatin. Trublesht client cnfiguratin failures and GPO applicatin issues. Mdule 3: Reslving Issues fr Hardware Devices and Device Drivers This mdule explains hw t trublesht hardware failures, and details physical hardware failures and thse f drivers fr hardware devices. Lessns Lessn 1: Overview f Hardware Trubleshting Lessn 2: Trubleshting Physical Failures Lessn 3: Trubleshting Failures f Device Drivers Lab : Reslving Issues fr Hardware Devices and Device Drivers Exercise 1: Reslving Hardware Issues Exercise 2: Cnfiguring Grup Plicy t Cntrl Device Installatin Exercise 3: Checking fr Unsigned Drivers After cmpleting this mdule, students will be able t: Identify basic issues with hardware. Determine prblems relating t hardware failures. Determine prblems that device drivers cause. Mdule 4: Reslving Netwrk Cnnectivity Issues This mdule explains hw t cnfigure and trublesht bth wired and wireless netwrk cnnectins. Lessns Lessn 1: Determining Netwrk Settings Lessn 2: Trubleshting Issues with Netwrk Cnnectivity Lab : Reslving Netwrk Cnnectivity Issues

5 Exercise 1: Reslving a Netwrk Prblem (1) Exercise 2: Reslving a Netwrk Prblem (2) After cmpleting this mdule, students will be able t: Determine the netwrk cnfiguratin f client cmputers. Trublesht netwrk cnnectins. Mdule 5: Reslving Remte Cnnectivity Issues This mdule explains hw t cnfigure and trublesht technlgies that enable remte users t cnnect t an rganizatin s netwrk infrastructure. These technlgies can include virtual private netwrks (VPNs), Netwrk Access Prtectin (NAP), and Windws 7 DirectAccess. Lessns Lessn 1: Trubleshting VPN Cnnectivity Issues Lessn 2: Using Remte Desktp Lessn 3: Trubleshting User Issues by Using Remte Assistance Lessn 4: Trubleshting NAP Issues Lessn 5: Trubleshting DirectAccess Issues Lab : Reslving Remte Cnnectivity Issues Exercise: Reslving a Remte Cnnectivity Prblem After cmpleting this mdule, students will be able t: Cnfigure and trublesht VPN cnnectins. Use Remte Desktp. Use Remte Assistance. Trublesht NAP issues. Trublesht DirectAccess issues. Mdule 6: Reslving Issues with Lgn and Resurce Access This mdule explains hw t trublesht and reslve lgn issues related t user prfiles, file access, and printer access. Lessns

6 Lessn 1: Trubleshting Issues with User Lgn Lessn 2: Trubleshting Issues with User Prfiles Lessn 3: Trubleshting Issues with File Access Lessn 4: Trubleshting Issues with Printer Access Lab : Reslving Issues with Lgn and Resurce Access Exercise 1: Trubleshting Offline Files Exercise 2: Trubleshting a Missing Drive Mapping Exercise 3: Trubleshting Missing Files in My Dcuments After cmpleting this mdule, students will be able t: Trublesht issues relating t user lgns. Trublesht issues relating t user prfiles. Trublesht issues relating t file access. Trublesht issues relating t printer access. Mdule 7: Reslving Issues Related t Security This mdule explains hw t wrk with the wide range f security features that Micrsft Windws 7 used t secure data, including Encrypting File System (EFS) and BitLcker, as well as security cnfiguratin ptins included with Internet Explrer, and using file permissins t limit file access, usually n file servers. Lessns Lessn 1: Recvering Files Encrypted by EFS Lessn 2: Recvering Drives Encrypted by BitLcker Lessn 3: Trubleshting Issues with Internet Explrer and Cntent Access Lessn 4: Trubleshting Issues with File Permissins Lab : Reslving Issues Related t Security Exercise 1: Recvering a BitLcker Encrypted Drive Exercise 2: Reslving a Security Issue in Internet Explrer

7 Exercise 3: Trubleshting a File Access Prblem After cmpleting this mdule, students will be able t: Recver files encrypted by EFS. Recver drives encrypted by BitLcker. Trublesht issues with Internet Explrer and cntent access. Trublesht issues with file permissins. Mdule 8: Reslving Issues Related t Operating Systems and Applicatins This mdule explains hw t supprt the installatin and peratins f applicatins. It als addresses hw t ensure that applicatins cntinue t functin crrectly and prevent security issues by applying updates in a timely way. Lessns Lessn 1: Trubleshting Issues with Applicatin Installatin Lessn 2: Trubleshting Issues with Applicatin Operatins Lessn 3: Applying Applicatin and Windws Updates Lab : Reslving Issues Related t Operating Systems and Applicatins Exercise 1: Trubleshting Applicatin Installatin Exercise 2: Trubleshting Windws Updates Exercise 3: Trubleshting AppLcker Plicy Applicatin Exercise 4: Trubleshting Applicatin Startup After cmpleting this mdule, students will be able t: Trublesht issues with applicatin installatin. Trublesht issues with applicatin peratins. Apply applicatin and Micrsft Windws updates. Mdule 9: Reslving Perfrmance-Related Issues This mdule explains hw t cnduct practive mnitring f yur Micrsft Windws 7 cmputers t avid perfrmance-related prblems. It als cvers supprting users by ptimizing Windws 7, and hw t cllect and interpret data that pertains t perfrmance characteristics.

8 Lessns Lessn 1: Cnfiguring Perfrmance Optins in Windws 7 Lessn 2: Mnitring Reliability and Perfrmance Lessn 3: Overview f Event Viewer Lab : Reslving Perfrmance-Related Issues Exercise: Reslving a Perfrmance Prblem After cmpleting this mdule, students will be able t: Cnfigure perfrmance ptins in Windws 7. Mnitr reliability and perfrmance f Windws 7 cmputers. Use Event Viewer t identify and help reslve prblems with Windws 7 cmputers. Mdule 10: Appendix A: Implementing a Trubleshting Methdlgy This supplementary material / ptinal Mdule cvers the respnsibilities f an enterprise desktp supprt technician (EDST), the benefits f develping a trubleshting methdlgy, and the benefits f fllwing the prcedures laid dwn in that methdlgy. Lessns Lessn 1: Intrductin t the Enterprise Desktp Supprt Technician Jb Rle Lessn 2: Overview f Trubleshting Steps After cmpleting this mdule, students will be able t: Describe the jb rle f the EDST. Describe the steps f a typical trubleshting methdlgy.