Supporting Users Running Microsoft Windows XP Desktop Operating Systems and Applications Training Class

1. Desktop Support Technical Role and Environment

Examine the role of the Desktop Support Technician (DST) and the role of the
DST within the Microsoft Operations Framework (MOF).

• Examining the Desktop Support Technician Role


• The Windows Desktop Support Environment


• Interacting with Users

2. Exploring and Configuring the Windows XP User Interface

Examine the major features and functions of the Windows XP user interface,
and customize various settings on the Windows XP desktop such as the Start menu
and taskbar. Explore the differences between Category View and Classic View, and
learn to switch between the two views in Control Panel.

• Exploring and Configuring the Windows XP Desktop Environment


• Examining Control Panel Organizational Views

3. Resolving Desktop Management Issues

• Desktop Management Concepts


• Troubleshooting User Logon Issues


• Troubleshooting User Configuration Issues


• Troubleshooting Security Issues


• Troubleshooting System Performance

4. Resolving Network Connectivity Issues

• Managing Computer Addressing Issues


• Troubleshooting Name Resolution Issues


• Troubleshooting Remote Network Connectivity Issues

5. Resolving Hardware Issues

• Managing Drivers


• Troubleshooting Drivers by Using Safe Mode


• Troubleshooting Storage Devices


• Troubleshooting Display Devices


• Troubleshooting I/O Devices


• Troubleshooting Advanced Configuration and Power Interface (ACPI)

6. 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

7. Resolving Printer Issues

• Installing Local and Network Printers


• Troubleshooting Printer Drivers


• Troubleshooting Printers and Print Jobs

8. Resolving Installation Issues

• Pre-Installation Tasks


• Troubleshooting an Attended Installation


• Troubleshooting an Upgrade


• Troubleshooting an Unattended Installation


• Troubleshooting the Boot Process

9. Introduction to Supporting Users Running Applications on Windows XP

Learn to use troubleshooting guidelines and tools to support Windows users.
Examine the role of the Desktop Support Technician (DST) in application support
and the tools available for troubleshooting applications.

• Overview of Desktop Application Support


• The Windows System Architecture and Desktop Application Support


• Troubleshooting Application Installation Issues

10. Troubleshooting Desktop Application Support Issues

• Troubleshooting Win32 applications


• Troubleshooting security issues related to applications


• Troubleshooting application compatibility issues


• Troubleshooting MS-DOS-based and Win16 applications

11. Troubleshooting Issues Related to Internet Explorer

• Configuring and Troubleshooting General Settings


• Configuring and Troubleshooting Security and Privacy Settings


• Configuring and Troubleshooting Content Settings


• Configuring and Troubleshooting Connectivity Settings


• Configuring and Troubleshooting Program Settings


• Customizing Internet Explorer

12. Troubleshooting Issues Related to Outlook

• Configuring Outlook to Use Exchange Server


• Configuring Outlook Data


• Configuring Outlook for Internet E-Mail


• Troubleshooting Outlook

13. Troubleshooting Issues Related to Office

• Configuring and Troubleshooting an Office Installation


• Configuring Office Security


• Configuring Office Recoverability


• Configuring Office Language Features

14. Troubleshooting Issues Related to Outlook Express

• Configuring Outlook Express for E-Mail


• Importing and Exporting Outlook Express Data


• Configuring Outlook Express for Newsgroups

Those new to the IT industry who have experience using Microsoft Office and
basic Microsoft Windows navigation skills; Call center technicians with at least
6 months of experience who are looking to validate their support skills.

• Basic experience using a Microsoft Windows Operating system such as
  Windows XP


• Basic understanding of:
  
  
  
  • Microsoft Office applications and Microsoft Windows accessories,
    including Internet Explorer
  
  
  • Core operating system technologies including installation and
    configuration
  
  
  • Hardware components and their functions
  
  
  • The major desktop components and interfaces and their functions
  
  

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