MS6293A: Troubleshooting and Supporting Windows 7 in the Enterprise
Starting dates and places
Description
MS6293A: Troubleshooting and Supporting Windows 7 in the Enterprise
Duration
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…
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MS6293A: Troubleshooting and Supporting Windows 7 in the
Enterprise
Duration
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
Target 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 Objectives
Upon successful completion of this course, delegates will have the
necessary skills to:
• 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.
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
Course Outline
Module 1: Implementing a Troubleshooting Methodology
This module describes the steps involved in establishing and using
a typical troubleshooting methodology. It also covers the job role
and responsibilities of the EDST.
Lessons
• Lesson 1: Introduction to the EDST Job Role
• Lesson 2: Overview of Troubleshooting Steps
After completing this module, students will be able to:
• Describe the job role of the EDST.
• Describe the steps of a typical troubleshooting
methodology.
Module 2: Troubleshooting Startup Issues
This module describes how to use Windows 7 recovery tools to
troubleshoot startup problems. Additionally, it provides the
information to configure and troubleshoot startup settings, and to
troubleshoot operating system services.
Lessons
• 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)
After completing this module, students will be able to:
• Use Windows 7 recovery tools to troubleshoot
startup problems.
• Configure and troubleshoot startup
settings.
• Troubleshoot operating system services.
Module 3: Using Group Policy to Centralize Configuration
This module describes Group Policy application. It also covers
steps to troubleshoot both client configuration failures and GPO
application issues.
Lessons
• 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)
After completing this module, students will be able to:
• Describe Group Policy application.
• Troubleshoot client configuration failures and
GPO application issues.
Module 4: Troubleshooting Hardware Device, Device Driver, and
Performance Issues
This module helps students troubleshoot issues related to hardware
devices and device drivers by identifying basic hardware-related
issues. Additionally, the module helps students determine hardware
failure issues, and the problems that device drivers can cause.
Finally, this module provides guidance on how to configure
performance options in Windows 7, as well as monitor reliability
and performance of Windows 7 computers.
Lessons
• 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: 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: Lab B: Troubleshooting Performance-Related Issues
• Exercise: Troubleshooting a Performance
Problem
After completing this module, students will be able to:
• Identify basic hardware-related
issues.
• Determine hardware failure issues.
• Monitor reliability and performance of Windows
7 computers.
• Configure performance options in Windows 7.
• Determine problems that device drivers
cause.
Module 5: Troubleshooting Network Connectivity Issues
This module describes how to troubleshoot issues related to network
connectivity by providing the steps to determine the network
configuration of client computers, and then to troubleshoot network
connections.
Lessons
• 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)
After completing this module, students will be able to:
• Determine the network configuration of client
computers.
• Troubleshoot network connections.
Module 6: Troubleshooting Remote Connectivity Issues
This module describes how to troubleshoot remote connectivity
issues. This module instructs students on how to configure and
troubleshoot virtual private network (VPN) connections, as well as
how to use Remote Desktop and Remote Assistance to assist users.
This module also covers the troubleshooting steps for Network
Access Protection (NAP) and DirectAccess issues.
Lessons
• 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
After completing this module, students will be able to:
• Configure and troubleshoot VPN connections.
• Use Remote Desktop.
• Use Remote Assistance.
• Troubleshoot NAP issues.
• Troubleshoot DirectAccess issues.
Module 7: Troubleshooting Logon and Resource Access
Issues
This module describes how to use troubleshooting tools and methods
to troubleshoot user profile and logon scripts issues, and issues
with file and printer access.
Lessons
• 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
After completing this module, students will be able to:
• Troubleshoot user logon issues.
• Troubleshoot user profile issues.
• Troubleshoot file access issues.
• Troubleshoot file permissions issues.
• Troubleshoot printer access issues.
Module 8: Troubleshooting Security Issues
This module describes how to troubleshoot issues related to
security systems such as EFS, BitLocker, and file permissions. The
module instructs students how to troubleshoot and recover files
encrypted with EFS and BitLocker-protected drives. In this module,
students also troubleshoot file permissions, content access issues,
and Windows Internet Explorer issues.
Lessons
• 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
After completing this module, students will be able to:
• Recover files encrypted by using EFS.
• Recover BitLocker-protected drives.
• Troubleshoot Internet Explorer and content
access issues.
Module 9: Troubleshooting Operating System and Application
Issues
This module describes how to troubleshoot issues related to
operating system features and applications, including application
installation and operation issues. This module also addresses
applying application and Windows updates.
Lessons
• 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
After completing this module, students will be able to:
• Troubleshoot application installation
issues.
• Troubleshoot application operation issues.
• Apply application and Microsoft Windows
updates
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