Troubleshooting and Supporting Windows 7 in the Enterprise

Reference	MS6293
Category	Systems
Date	From  Tuesday, December 18, 2012 to Thursday, December 20, 2012
Schedule	9h00-12h00 et 14h00-17h30
Speaker
Language	Lesson : French   Literature : English
City	LANexpert Lausanne Av. de Provence 4 - 1007 Lausanne Phone: +41 21 623 92 40 Fax: +41 21 623 92 45
Price (CHF)	2,450.00
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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.

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.

Requirements

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 fundamentalsFundamentals of using the 2010 Microsoft Office system or the 2007 Microsoft Office systemStudents 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.

Objectives

1. Describe the processes of establishing and using a troubleshooting methodology, and define the EDST job role and responsibilities.
2. Troubleshoot startup issues on a Windows 7 computer.
3. Troubleshoot client-configuration failures and Group Policy object (GPO) application issues.
4. Troubleshoot hardware device, device driver, and performance issues.
5. Troubleshoot network connectivity issues.
6. Troubleshoot remote connectivity issues.
7. Troubleshoot logon and resource access issues.
8. Troubleshoot security system issues, such as Encrypting File Systems (EFS) BitLocker Drive Encryption, and file permissions.
9. Troubleshoot operating system and applications issues.

Program

Module 1: Implementing a Troubleshooting Methodology

- Lesson 1: Introduction to the EDST Job Role

- Lesson 2: Overview of Troubleshooting Steps

Module 2: Troubleshooting Startup Issues

- Lesson 1: Overview of the Windows 7 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)

Module 3: Using Group Policy to Centralize Configuration

- 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)

Module 4: Troubleshooting Hardware Device, Device Driver, and Performance Issues

- 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 A: Resolving Hardware Device and Device Driver Issues

- Exercise 1: Resolving Hardware Issues

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

* Lab : Troubleshooting Performance-Related Issues

- Exercise: Troubleshooting a Performance Problem

Module 5: Troubleshooting Network Connectivity Issues

- 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)

Module 6: Troubleshooting Remote Connectivity Issues

- 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

Module 7: Troubleshooting Logon and Resource Access Issues

- 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

Module 8: Troubleshooting Security Issues

- 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

Module 9: Troubleshooting Operating System and Application Issues

- 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