Troubleshooting and Supporting Windows 7 in the Enterprise

Admission

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.

Exam #

Duration

Language

Level

Type

Classroom

Code

Fees

English

Professional

Course

Classroom

Cs227

0 LE

Description :

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

Objectives :

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 performance issues.
Troubleshoot network connectivity issues.
Troubleshoot remote connectivity issues.
Troubleshoot logon and resource access issues.
Troubleshoot security system issues, such as Encrypting File Systems (EFS) BitLocker Drive Encryption, and file permissions.
Troubleshoot operating system and applications issues.

Topics :

Implementing a Troubleshooting Methodology

Introduction to the EDST Job Role
Overview of Troubleshooting Steps

Troubleshooting Startup Issues

Overview of the Windows 7 Recovery Environment
Configuring and Troubleshooting Startup Settings
Troubleshooting Operating System Services Issues

Using Group Policy to Centralize Configuration

Overview of Group Policy Application
Resolving Client Configuration Failures and GPO Application Issues

Troubleshooting Hardware Device, Device Driver, and Performance Issues

Overview of Hardware Troubleshooting
Troubleshooting Physical Failures
Monitoring Reliability and Performance
Configuring Performance Options in Windows 7
Troubleshooting Device Driver Failures

Troubleshooting Network Connectivity Issues

Determining Network Settings
Troubleshooting Network Connectivity Issues

Troubleshooting Remote Connectivity Issues

Troubleshooting VPN Connectivity Issues
Using Remote Desktop
Troubleshooting User Issues by Using Remote Assistance
Troubleshooting NAP Issues
Troubleshooting DirectAccess Issues

Troubleshooting Logon and Resource Access Issues

Troubleshooting User Logon Issues
Troubleshooting User Profile Issues
Troubleshooting File Access Issues
Troubleshooting File Permissions Issues
Troubleshooting Printer Access Issues

Troubleshooting Security Issues

Recovering Files Encrypted by EFS
Recovering BitLocker-Protected Drives
Troubleshooting Internet Explorer and Content Access Issues

Troubleshooting Operating System and Application Issues

Troubleshooting Application Installation Issues
Troubleshooting Application Operations Issues
Applying Application and Windows Updates

Recommended 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

Recommended Course(s) :

Course 6292A: Installing and Configuring Windows 7 Client

MS6420: Fundamentals of a Windows Server 2008 Network Infrastructure and Application Platform

Training Materials :

Microsoft Official Courseware (MOC)

Labs :

This course includes several labs to ensure you will gain the targeted skills and experience.

Credential :

Implementing a Troubleshooting Methodology

Introduction to the EDST Job Role
Overview of Troubleshooting Steps

Troubleshooting Startup Issues

Overview of the Windows 7 Recovery Environment
Configuring and Troubleshooting Startup Settings
Troubleshooting Operating System Services Issues

Using Group Policy to Centralize Configuration

Overview of Group Policy Application
Resolving Client Configuration Failures and GPO Application Issues

Troubleshooting Hardware Device, Device Driver, and Performance Issues

Overview of Hardware Troubleshooting
Troubleshooting Physical Failures
Monitoring Reliability and Performance
Configuring Performance Options in Windows 7
Troubleshooting Device Driver Failures

Troubleshooting Network Connectivity Issues

Determining Network Settings
Troubleshooting Network Connectivity Issues

Troubleshooting Remote Connectivity Issues

Troubleshooting VPN Connectivity Issues
Using Remote Desktop
Troubleshooting User Issues by Using Remote Assistance
Troubleshooting NAP Issues
Troubleshooting DirectAccess Issues

Troubleshooting Logon and Resource Access Issues

Troubleshooting User Logon Issues
Troubleshooting User Profile Issues
Troubleshooting File Access Issues
Troubleshooting File Permissions Issues
Troubleshooting Printer Access Issues

Troubleshooting Security Issues

Recovering Files Encrypted by EFS
Recovering BitLocker-Protected Drives
Troubleshooting Internet Explorer and Content Access Issues

Troubleshooting Operating System and Application Issues

Troubleshooting Application Installation Issues
Troubleshooting Application Operations Issues
Applying Application and Windows Updates

Category :
Networking

The Instructor:

MISSION

learning process

Warm welcome

Quality assurance