MS6293
Troubleshooting and Supporting Windows 7 in the Enterprise
This three-day instructor-led course will teach IT Professionals, experienced with Microsoft Windows XP and Windows Vista in a Tier 2 support environment, how to support the operating system and solve technical troubleshooting problems in a Windows 7 and Windows Server 2008 R2 networking environment. This course also directly supports the EDST exam.
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.
Coursecontent:
Module 1: Resolving Startup Issues This module describes how to identify and troubleshoot issues that affect the operating system's ability to start, and how to identify problematic services that are running on the operating system. It also describes how to use the Microsoft Windows 7 operating system advanced troubleshooting tools, collectively known as the Microsoft Windows Recovery Environment (Windows RE). Lessons
- Lesson 1: Overview of the Windows 7 Recovery Environment
- Lesson 2: Configuring and Troubleshooting Startup Settings
- Lesson 3: Troubleshooting Issues with Operating System Services
Module 2: Using Group Policy to Centralize Configuration This module explains how Group Policy works and how to identify when an organization is not applying Group Policy objects (GPOs) properly.Lessons
- Lesson 1: Overview of Group Policy Application
- Lesson 2: Resolving Client Configuration Failures and GPO Application Issues
Module 3: Resolving Issues for Hardware Devices and Device DriversThis module explains how to troubleshoot hardware failures, and details physical hardware failures and those of drivers for hardware devices.Lessons
- Lesson 1: Overview of Hardware Troubleshooting
- Lesson 2: Troubleshooting Physical Failures
- Lesson 3: Troubleshooting Failures of Device Drivers
Module 4: Resolving Network Connectivity IssuesThis module explains how to configure and troubleshoot both wired and wireless network connections.Lessons
- Lesson 1: Determining Network Settings
- Lesson 2: Troubleshooting Issues with Network Connectivity
Module 5: Resolving Remote Connectivity IssuesThis module explains how to configure and troubleshoot technologies that enable remote users to connect to an organization's network infrastructure. These technologies can include virtual private networks (VPNs), Network Access Protection (NAP), and Windows 7 DirectAccess.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
Module 6: Resolving Issues with Logon and Resource Access This module explains how to troubleshoot and resolve logon issues related to user profiles, file access, and printer access.Lessons
- Lesson 1: Troubleshooting Issues with User Logon
- Lesson 2: Troubleshooting Issues with User Profiles
- Lesson 3: Troubleshooting Issues with File Access
- Lesson 4: Troubleshooting Issues with Printer Access
Module 7: Resolving Issues Related to Security This module explains how to work with the wide range of security features that Microsoft Windows 7 uses to secure data, including both Encrypting File System (EFS) and BitLocker, as well as security configuration options included with Internet Explorer, and using file permissions to limit file access, usually on file servers.Lessons
- Lesson 1: Recovering Files Encrypted by EFS
- Lesson 2: Recovering Drives Encrypted by BitLocker
- Lesson 3: Troubleshooting Issues with Internet Explorer and Content Access
- Lesson 4: Troubleshooting Issues with File Permissions
Module 8: Resolving Issues Related to Operating Systems and Applications This module explains how to support the installation and operations of applications. It also addresses how to ensure that applications continue to function correctly and prevent security issues by applying updates in a timely way.Lessons
- Lesson 1: Troubleshooting Issues with Application Installation
- Lesson 2: Troubleshooting Issues with Application Operations
- Lesson 3: Applying Application and Windows Updates
Module 9: Resolving Performance-Related Issues This module explains how to conduct proactive monitoring of your Microsoft Windows 7 computers to avoid performance-related problems. It also covers supporting users by optimizing Windows 7, and how to collect and interpret data that pertains to performance characteristics.Lessons
- Lesson 1: Configuring Performance Options in Windows 7
- Lesson 2: Monitoring Reliability and Performance
- Lesson 3: Overview of Event Viewer
Module 10: Appendix A: Implementing a Troubleshooting Methodology This supplementary material / optional Module covers the responsibilities of an enterprise desktop support technician (EDST), the benefits of developing a troubleshooting methodology, and the benefits of following the procedures laid down in that methodology.