M2261: Supporting Users Running the Microsoft Windows XP Operating System

Prerequisites:

Before attending this course, students must have:

- Basic experience using a Microsoft Windows Operating system such as Microsoft Windows XP.
- A basic understanding of Microsoft Office applications and Microsoft Windows accessories, including Internet Explorer.
- Basic understanding of core operating system technologies including installation and configuration.
- A basic understanding of hardware components and their functions.
- A basic understanding of the major desktop components and interfaces, and their functions.
- A basic understanding of TCP/IP settings.
- How to use command-line utilities to manage the operating system.
- A basic understanding of technologies that are available for establishing Internet connectivity.

Course Description:

This three-day instructor led course provides individuals who are new to Microsoft Windows XP with the knowledge and skills necessary to troubleshoot basic problems end users will face while running Microsoft Windows XP Professional in an Active Directory network environment, or Windows XP Home edition in a workgroup environment.

This is an introductory course designed to provide an overview of operating system concepts and how to troubleshoot Windows XP.

This is the first course in the Microsoft Certified Desktop Support Technician curriculum.

This course is intended for new entrants and career changers new to the IT industry. They have experience using Microsoft Office and have basic Microsoft Windows navigation skills. Another audience is the current call center technician with 6 months experience looking to validate their support skills.

This course includes the following modules:

Introduction to Supporting Users

• The Desktop Support Technician
• The Windows Desktop Operating Systems
• Tools for Troubleshooting Windows Desktop Operating Systems

Resolving Installation Issues

• Preparing for Installation
• Preparing the Hard Disk for Installation
• How the Installation Process Works
• Troubleshooting an Attended Installation
• Troubleshooting an Upgrade
• Troubleshooting an Unattended Installation
• Troubleshooting the Boot Process

Resolving Desktop Management Issues

• Troubleshooting Logon
• Troubleshooting User Configuration
• Troubleshooting Multilingual Configuration
• Troubleshooting Security and Local Policy Settings
• Troubleshooting System Performance
• Resolving Desktop Management Issues

Resolving File and Folder Issues

• Managing Files and Folders
• Troubleshooting Access to Files and Folders
• Troubleshooting Access to Shared Files and Folders
• Troubleshooting Access to Offline Files

Resolving Hardware Issues

• Managing Drivers
• Troubleshooting Storage Devices
• Troubleshooting Display Devices
• Troubleshooting Import and Output (I/O) Devices
• Troubleshooting Advanced Configuration and Power Interface (ACPI)

Resolving Print Issues

• Installing Local and Network Printers
• Troubleshooting Printer Drivers
• Troubleshooting Printers and Print Jobs
• Auditing Printers

Resolving Network Connectivity Issues

• Applying the OSI Model
• Managing Computer Addressing
• Managing Name Resolution
• Troubleshooting Remote Connection Issues