2261 - SUPPORTING USERS RUNNING THE MICROSOFT WINDOWS XP OPERATING SYSTEM

Pré-requisitos:

· Basic experience of a Microsoft Windows operating system such as Microsoft Windows XP.
· Basic understanding of Microsoft Office applications and Microsoft Windows accessories, including Microsoft Internet Explorer.
· Basic understanding of core operating system technologies, including installation and configuration.
· Basic understanding of hardware components and their functions.
· Basic understanding of the major desktop components and interfaces and their functions.
· Basic understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) settings.
· Basic experience of command-line utilities for managing the operating system.
· Basic understanding of technologies that are available for establishing Internet connectivity.

Module 1: Introduction to the Desktop Support Technician Role and Environment
This module describes the role and key skills of a desktop support technician (DST) and the role of a DST within Microsoft Operations Framework (MOF). It discusses the enduser support environment and the corporate support environment in which DSTs work and the skills required to successfully interact with users. Lessons
· Examining the Desktop Support Technician Role
· Examining the Desktop Support Environment
· Interacting with Users

Module 2: Resolving User Account and Logon Issues
This module introduces the Microsoft Windows XP Professional and Microsoft Windows XP Home Edition desktop operating systems and describes the concepts of domains and workgroups. This module describes the concepts of user accounts, user profiles, and user rights and explains how to help users resolve common logon issues.
Lessons
· Desktop Operating System Concepts
· User Account Concepts
· Troubleshooting User Logon Issues
Lab 1:
· Resolving User Account and Logon Issues
· Troubleshooting Domain Logon Issues
· Troubleshooting a User Profile Issue

Module 3: Resolving System Configuration and Security Issues
This module provides information about how to help users resolve system configuration issues, system security issues, and system performance-related issues. After completing this module, you will be able to troubleshoot these areas of desktop management.
Lessons
· Troubleshooting System Configuration Issues
· Troubleshooting Security Issues
· Troubleshooting System Performance
Lab 1:
· Resolving System Configuration and Security Issues
· Troubleshooting Multilingual Issues
· Troubleshooting Network File Share and Printer Connection Issues

Module 4: Resolving Network Connectivity Issues
This module discusses how to help users manage computer addressing and name resolution and how to assist customers in properly configuring remote connections. After completing this module, you will be able to troubleshoot problems with network connections, networking protocols, and the way in which computers are addressed.
Lessons
· Managing Computer Addressing Issues
· Troubleshooting Name Resolution Issues
· Troubleshooting Remote Network Connectivity Issues
· Troubleshooting Computers by Using Remote Connection Tool
Lab 1:
· Resolving Network Connectivity Issues
· Troubleshooting TCP/IP Connections
· Troubleshooting a Name Resolution Issue

Module 5: Resolving Hardware Issues
This module discusses issues that occur with different hardware components and configurations and with device drivers. After completing this module, you will be able to troubleshoot storage devices, display devices, input/output (I/O) devices, and power configurations.
Lessons
· Managing Drivers
· Troubleshooting Drivers by Using Safe Mode
· Troubleshooting Storage Devices
· Troubleshooting Display Devices
· Troubleshooting I/O Devices
· Troubleshooting ACPI
Lab 1:
· Resolving Hardware Issues
· Troubleshooting Device Drivers

Module 6: Resolving File and Folder Issues
This module describes how to support users who are attempting to perform file and folder management tasks, such as compressing files, enabling and disabling encryption, verifying permissions, or specifying access to files and folders. After completing this module, you will be able to troubleshoot file and folder issues whether they occur locally or across a network.
Lessons
· Managing Files and Folders
· Troubleshooting Access to Files and Folders
· Troubleshooting Access to Shared Files and Folders
· Troubleshooting Access to Offline Files
Lab 1:
· Resolving File and Folder Issues
· Troubleshooting File and Folder Issues
· Troubleshooting Access to Shared Files and Folders
· Troubleshooting Offline Access to Files and Folders

Module 7: Resolving Printer Issues
This module explains how to troubleshoot printer installations, printer drivers, and issues that are related to print jobs. After completing this module, you will be able to troubleshoot print issues.
Lessons
· Installing Local and Network Printers
· Troubleshooting Printer Drivers
· Troubleshooting Printers and Print Jobs
Lab 1:
· Resolving Printer Issues
· Applying Printer Permissions
· Troubleshooting Print Job Issues

Module 8: Resolving Startup Issues
This module discusses the computer boot process and why DSTs must be able to understand the components of the boot process for Microsoft Windows XP Professional and the tools available to troubleshoot startup issues. This understanding will enable them to address problems when a computer will not start properly. After completing this module, you will be able to troubleshoot the boot process.
Lessons
· Overview of the Windows XP Boot Process
· Troubleshooting the Boot Process
Lab 1:
· Resolving Startup Issues
· Modify the Boot.ini File
· Resolve Startup Issues