5118 MAINTAINING AND TROUBLESHOOTING WINDOWS VISTA COMPUTERS

New Horizons - Computer Learning Centers
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Programa

Pré-requisitos:
· Experience supporting previous versions of the Windows operating system.
· Familiarity with an IT helpdesk ticketing system.
· Experience researching online and local knowledge bases.
· Experience running commands from a command window, such as the DOS command prompt.
· Familiarity with computer hardware and devices, such as the ability to use Windows device manager and look for unsupported devices.
· Basic TCP/IP knowledge, such as knowing why you need to have a valid IP address.
· Basic Windows and Active Directory knowledge, such as knowledge about domain user accounts, domain vs. local user accounts, user profiles, and group membership.
· Fundamentals of applications, such as how a client communicates with the server in client/server applications.
· Experience reviewing logs, such as understanding chronology, sequential order, severity, etc. In addition, it is recommended, but not required, that students have completed the following courses:
· 5115: Installing and Configuring the Windows Vista Operating System
· 5116: Configuring Windows Vista Mobile Computing and Applications

Module 1: A Troubleshooting Methodology
This module explains what a troubleshooting methodology is, its role in an enterprise, and how it can be used to improve the support function within an organization. Lessons
· Overview of a Troubleshooting Methodology
· Overview of Troubleshooting Stages
· Troubleshooting Component Areas
Lab:
· Preparing for Remote Troubleshooting
· Obtaining Information Remotely from Windows Vista
· Using the System Information Tool Remotely

Module 2: Troubleshooting Operating Systems
This module explains how to identify and troubleshoot issues that affect the operating system's ability to boot and the services that it is running.
Lessons
· Overview of the Windows Vista Startup Process
· Troubleshooting the Windows Vista Startup Process with Windows RE
· Troubleshooting Operating System Services
Lab:
· Troubleshooting the Operating System
· Gathering System Information and Developing a Plan of Action
· Implementing the Proposed Plan of Action
· Clean-Booting Windows Vista

Module 3: Troubleshooting Hardware
This module explains how to troubleshoot hardware-related problems and how to use Windows Vista tools to troubleshoot device problems.
Lessons
· Overview of Troubleshooting Hardware
· Dealing with Physical Failures
· Dealing with Device Driver Failures
· Troubleshooting Printing in Windows Vista
· Troubleshooting Microsoft BitLocker Protected Computers
Lab:
· Troubleshooting Hardware
· Gathering Customer Information and Developing a Plan of Action
· Resolving Printing Problems
· Checking for Signed Device Drivers

Module 4: Troubleshooting Networks
This module explains how to identify the most likely cause of network problems in a number of given network scenarios.
Lessons
· Determining Network Settings
· Troubleshooting Network Connections
Lab :
· Troubleshooting Networks
· Gathering Customer Information
· Gathering Relevant Computer Information
· Resolving the Problem

Module 5: Troubleshooting Security Issues
After completing this module, students will be able to troubleshoot issues that are caused by security-related configurations, such as User Account Control (UAC) and Windows Firewall.
Lessons
· Overview of User Account Control
· Troubleshooting User Account Control
· Implementing Windows Firewall
· Implementing Windows Defender
Lab :
· Troubleshooting Security Related Issues
· Gathering Customer and System Information and Developing a Plan of Action
· Implementing a Plan of Action
· Additional Security Checks

Module 6: Troubleshooting Applications
After completing this module, students will be able to troubleshoot problems that are caused by some applications which are not compatible with Windows Vista.r /> Lessons
· Windows Application Troubleshooting
· Web Application Troubleshooting
Lab:
· Troubleshooting Applications
· Analyzing Collected Information and Identifying Probable Causes of a Web Application Problem
· Implementing a Plan of Action

Module 7: Maintaining and Optimizing Windows Vista
After completing this module, students will be able to identify tools that can be used to maintain a healthy operating system and optimize its performance.
Lessons
· Maintaining Windows Vista
· Optimizing Windows Vista Performance
· Monitoring Windows Vista
Lab:
· Maintaining and Optimizing Windows Vista
· Analyzing Collected Information and Identifying Probable Causes of a Computer Performance Problem
· Implementing a Plan of Action
· View and Interpret Reports in Performance Monitor


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