6293A Troubleshooting and Supporting Windows 7 in the Enterprise Course Number: 6293A Course Length: 3 Days Course 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 Prerequisites 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) o Microsoft Active Directory principles and management o Microsoft Windows Server 2008 fundamentals o 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 Audience The primary audience for this course is the Enterprise Desktop Support Technician (EDST) providing Tier 2 support. The secondary 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. Course Outline Course Introduction Course Introduction 4m Module 01 - Implementing a Troubleshooting Methodology Lesson 1: Introduction to the EDST Job Role What Is the EDST's Role? Examining the Desktop Support Environment Interacting with End Users What is a Troubleshooting Methodology Lesson 2: Overview of the Troubleshooting Steps Examining the Stages in a Troubleshooting Methodology Discussion: Common Components of Troubleshooting Methodologies The Process of Problem Reporting The Process of Initial Data Collection Best Practices for Developing an Action Plan 36m
Implementing an Action Plan Recording the Problem Resolution Discussion: The Benefits of Applying Troubleshooting Stages by Using a Methodology Module 01 Review Module 02 - Troubleshooting Startup Issues Lesson 1: Overview of the Windows 7 Recovery Environment Windows 7 Startup Architecture Demo - Windows 7 Startup Architecture Windows Startup Recovery Options Recovery Tools Available in Windows RE Demo - Recovery Tools Available in Windows RE Demo - Examine the Startup Environment with Windows RE Windows System Restore Demo - Fixing the Startup Environment by Accessing System Restore Lesson 2: Configuring and Troubleshooting Startup Settings What is the Role of the Windows 7 BCD Store? Understanding the BCD Configuration Settings Demo - Using BCDEdit to Configure the BCD Store Configuring Environments with the System Configuration Tool Demo - Manage the Startup Environment with System Configuration Advanced Boot Options in Windows 7 Demo - Advanced Boot Options in Windows 7 Lesson 3: Troubleshooting Operating System Services Issues Operating System Services Identifying Failed Services Demo - Event Viewer Disabling Services Module 02 Review Module 03 - Using Group Policy to Centralize Configuration Lesson 1: Overview of Group Policy Application Group Policy Options for Deploying Configuration Settings Processing GPOs Group Policy Inheritance Discussion: Group Policy Application Synchronous and Asynchronous Processing of GPOs Loopback Processing Demo - Using the Group Policy Management Console Lesson 2: Resolving Client Configuration Failures and GPO Application Issues Discussion: Reasons for GPO Application Issues Ways to Resolve GPO Application Issues Tools for Troubleshooting GPO Application Demo - Using GPO Application Troubleshooting Tools Resolving GPO Application Failures Module 03 Review Module 04 - Troubleshooting Hardware Device, Device Drive, and Performance Issues 1hr 35m 1hr 13m 1hr 14m
Lesson 1: Overview of Hardware Troubleshooting Hardware-Related Problems Considerations for USB Devices Considerations for Cordless Devices Gathering Hardware Information Event Forwarding Discussion: Approaches to Troubleshooting Hardware Best Practices for Troubleshooting Hardware Issues Lesson 2: Troubleshooting Physical Failures Considerations for Replacing Devices What Are the Most Vulnerable Devices Guidelines for Replacing Hardware Lesson 3: Monitoring Reliability and Performance What Is Resource Monitor? What Is Performance Monitor? What Are Data Collector Sets? What Is Reliability Monitor? Lesson 4: Configuring Performance Options in Windows 7 How Windows Uses Key System Components Optimizing Performance by Configuring Windows Paging Optimizing Power Management Settings Optimizing Disk Performance Lesson 5: Troubleshooting Device Driver Failures Managing Device Drivers Disabling Device Drivers Demo - Managing Device Drivers Managing Unsigned Drivers Extracting Device Drivers Demo - Installing a Driver into the Driver Store Managing Legacy Device Drivers Demo - How to Use Group Policy to Manage Driver Installation Module 04 Review Module 05 - Troubleshooting Network Connectivity Issues Lesson 1: Determining Network Settings Networking Components of Windows 7 How Windows 7 Discovers Network Topology Lesson 2: Troubleshooting Network Connectivity Issues Windows Network Diagnostics Troubleshooting Wired Networks Troubleshooting Wireless Networks Troubleshooting IPv4 Connectivity Demo - How to Troubleshoot IPv4 Connectivity Troubleshooting Name Resolution Demo - How to Troubleshoot Name Resolution Considerations for IPv6 Networks 1hr 5m
Advanced Network Reporting Problem Steps Recorder Module 05 Review Module 06 - Troubleshooting Remote Connectivity Issues Lesson 1: Troubleshooting VPN Connectivity Issues What is a Virtual Private Network? VPN Tunneling Protocols VPN Authentication Methods Demo - How to Create a VPN Connection What Are Network Policies? Troubleshooting VPNs What Is VPN Reconnect? Lesson 2: Using Remote Desktop Overview of Windows Remote Desktop Configuring Remote Desktop by Using GPOs Troubleshooting Remote Desktop Lesson 3: Troubleshooting Use Issues by Using Remote Assistance Using Remote Assistance to Assist Your Users Remote Assistance in Windows 7 Demo - How to Use Remote Assistance Configuring Remote Assistance by Using GPOs Lesson 4: Troubleshooting NAP Issues What Is NAP? Components of NAP Discussion: How Would You Use NAP? Configuring Client-Side NAP Settings Best Practices for Troubleshooting NAP Lesson 5: Troubleshooting DirectAccess Issues What Is DirectAccess? How Does DirectAccess Work? Configuring DirectAccess Troubleshooting DirectAccess Client Issues Module 06 Review 1hr 24m Module 07 - Troubleshooting Logon and Resource Access Issue Lesson 1: Troubleshooting User Logon Issues Discussion: Causes of Logon Issues What Is the Logon Process Cached Credentials Group Policy Settings That Affect User Logon User Account Settings That Affect User Logon Methods to Identify Logon Errors 1hrs 26m
Lesson 2: Troubleshooting User Profile Issues User Profiles and Their Contents Roaming User Profiles Discussion: Issues with User Profiles Default User Profiles Lesson 3: Troubleshooting File Access Issues Discussion: Issues with File Access Configuring Drive Mappings Manually Using Logon Scripts to Configure Drive Mappings Demo - Using Group Policy Preferences for Drive Mappings What Are Offline Files? Troubleshooting Offline Files What is Folder Redirection? Lesson 4: Troubleshooting File Permissions Issues Shares and Share Permissions NTFS Permissions NTFS Permission Inheritance Interaction of Share and NTFS Permissions Demo - Calculating Effective Permissions Troubleshooting File Access Permissions Lesson 5: Troubleshooting Printer Access Issues Discussion: Printer Access Issues Windows 7 Printing Architecture Methods for Installing Network Printers Installing Printer Drivers on Clients (Needs to be Shot) Demo - Adding a Printer Driver to a Network Printer Location-Aware Printing Lab Demonstration - Performance Baseline Module 07 Review Module 08 - Troubleshooting Security Issues Lesson 1: Recovering Files Encrypted by EFS How EFS Works Obtaining Certificates for EFS Backing Up EFS Certificates Using a Data Recovery Agent to Recover EFS-Encrypted Files Resolving Common EFS Issues Lesson 2: Recovering BitLocker-Protected Drives The BitLocker Encryption Process BitLockers and TPMs Recovering a BitLocker-Protected Drive Demo - Encrypting a Partition by Using BitLocker BitLocker To Go Lesson 3: Troubleshooting Internet Explorer and Content Access Issues Authentication to IIS 35m
Internet Explorer Security Zones Internet Explorer Add-Ons Troubleshooting Common Internet Explorer Issues Lab Demonstration - Configuring Internet Explorer Security Settings Module 08 Review Module 09 - Troubleshooting Operating System and Application Issues Lesson 1: Troubleshooting Application Installation Issues Methods for Deploying Applications Discussion: Application Deployment Issues Identifying Application Dependencies Resolving Application Deployment Issues Troubleshooting Windows Installer Issues Lesson 2: Troubleshooting Application Operations Issues Issues Related to Application Operations Identifying Application Operations Issues Resolving Application Operations Issues What Is the Application Compatibility Toolkit? Lesson 3: Applying Application and Windows Updates Discussion: Why Are Application Updates Important? Methods of Applying Application Updates How WSUS Works Configuring Clients to Use WSUS WSUS Administration Working with Windows Update Troubleshooting Windows Updates Issues Lab Demonstration - Troubleshooting Operating System and Application Issues Module 09 Review Course Closure 36m Total Duration: 9h 48m