M50331: Windows 7, Enterprise Desktop Support Technician Length: 5 Days Published: November 01, 2010 Language(s): English Audience(s): IT Professionals Level: 300 Technology: Windows 7 Type: Course Delivery Method: Instructor-led (classroom) About this Course This five-day instructor-ledcourse provides students with the knowledge and skills needed to isolate, document and resolve problems on a Windows 7 desktop or laptop computer. It will also help test takers prepare for the 70-685 and 70-682 exams. Audience Profile This course is intended for Windows 7 desktop support technicians who resolve Tier 1 and 2 problems on desktop computers. A minimum of three years of experience configuring and supporting desktop or laptop operating systems is recommended. At Course Completion After completing this course, students will be able to: oIdentify and Resolve Desktop Application Issues oIdentify the Cause of and Resolve Networking Issues oManage and Maintain Systems That Run Windows 7 oSupport Mobile Users oIdentify the Cause of and Resolve Security Issues Before attending this course, students must have: oTCP/IP Troubleshooting skills oExperience working in a domain environment oExperience using desktop and command-line troubleshooting tools oExperience installing and troubleshooting desktop application problems oExperience configuring registry and group policy settings Course Outline Module 1: Identify and Resolve New Software Installation Issues This module explains how to fix problems that occur during the installation of new software. Lessons oOverview oPlanning New Software Deployment oMultilingual Deployment oUsing Group Policy to install software oUsing Software Restriction Policies oDigitally Signing Software oUsing WMI oUsing Applocker oUsing Virtualization for Testing oResolve Software Installation Issues oReview Lab : Identify and Resolve New Software Installation Issues oCreate a Repair Disk and Installation Partitions oInstall and Configure Windows 7 oInstall Programs and test Applocker oConfigure Compatibility Settings After completing this module, students will be able to: oUnderstand the different installation options for Windows 7 oUnderstand the different installation options for Windows 7 applications oResolve Windows 7 installation problems oPrevent users from running unapproved applications Module 2: Resolve Software Configuration Issues This module explains how to fix application install problems caused by older programs or new features and options. Lessons oOverview oChange Default Settings on the Image oEnable and Disable Features oPointing to a Network Resource oConfiguring Updates oResolve Configuration Issues with Group Policy oDriver Updates oProblem Steps Recorder oResolve Software Configuration Issues oReview Lab : Resolve Software Configuration Issues oInstall the Windows Automated Installation Kit oCreate a Windows PE bootable image oCreate a VHD disk oInstall Windows 7 on a VHD oBoot Windows 7 from a VHD oUse the Problem Steps Recorder After completing this module, students will be able to: oCreate a Windows 7 VHD disk oConfigure operating system features oUnderstand the impact of Driver Updates oFix software configuration problems oUse the Problem Steps Recorder tool Module 3: Resolve Software Failure This module explains how to fix problems with applications that have problems after being installed. Lessons oOverview oEvent Viewer oEvent Forwarding oApplication Compatibility Toolkit oWindows Troubleshooting Platform oWindows Experience Index oTesting Compatibility with Safe Mode oSystem Restore oResolve Software Failure oReview Lab : Resolve Software Failure oInstall applications written for older versions of Windows oUse the Program Compatibility Tool to configure settings for older applications oUse PowerShell scripts to configure Network Adapters oUse the Troubleshooter to enable the network adapter oInstall Windows 7 SDK oCreate a Troubleshooting Pack with the SDK oConfigure Event Forwarding oUse System Restore After completing this module, students will be able to: oConfigure Event Forwarding oUse System Restore to fix desktop problems. oCreate a Windows 7 Troubleshooter Module 4: Identify and Resolve Logon Issues This module explains how to fix logon problems and configure local and roaming logon profiles. Lessons oOverview oAuthentication Process oMachine Accounts oTrust Relationships oNetwork Services oUser Account Properties oUser Profiles oResolve Logon Issues oReview Lab : Identify and Resolve Logon Issues oJoin a computer to the domain oInstall Remote Server Administration Tools (RSAT) oTest and Verify Domain User Account Properties oCreate Logoff script using PowerShell oTest the use of Roaming Profiles oTest the use of Mandatory Profiles After completing this module, students will be able to: oCreate Roaming and Mandatory User Profiles oConfigure Machine Accounts in Active Directory oConfigure User Account Properties in Active Directory Module 5: Identify and Resolve Network Connectivity Issues This module explains how to troubleshoot connectivity and network problems for client computers. Lessons oOverview oScope of the Problem oHardware Issues oTCP/IP Configuration oNetwork Routing oIPSec Configuration oNetwork Connectivity Tools oBranch Cache oResolve Network Connectivity Issues oReview Lab : Identify and Resolve Network Connectivity Issues oUse command-line tools to identify and fix network connectivity problems oFix connectivity problems caused by problem scripts After completing this module, students will be able to: oUse command-line tools to troubleshoot connectivity problems. oUse the Windows Troubleshooters to fix configuration issues. oConfigure Advanced TCP/IP options on a client computer Module 6: Identify and Resolve Name Resolution Issues This module explains how to use network services and local computer files to resolve computer names. Lessons oOverview oDNS Name Resolution oUsing a Hosts files oWINS Configuration oUsing LMHOSTS files oName Resolution Order oManual vs DHCP Configuration oResolve Name Resolution Issues oReview Lab : Identify and Resolve Name Resolution Issues oConfigure and Test DNS Resolution oConfigure and Test Hosts File Resolution oConfigure and Test NetBIOS Resolution After completing this module, students will be able to: oConfigure records on a DNS Server oConfigure HOSTS records oUsing command-line and scripting tools to configure TCP/IP settings Module 7: Identify and Resolve Network Printer Issues This module explains how to configure printer settings and security. Lessons oOverview oConnecting to a Network Printer oManaging the Print Spooler oSetting Printer Priorities oCreating Printer Pools oConfiguring Drivers oPrinter Schedules oPrinter Permissions oManage Printers with Group Policy Settings oResolve Network Printer Issues oReview Lab : Identify and Resolve Network Printer Issues oInstall local and network printers oCreate and use a separator page oConfigure Printer Redirection and Printer Pooling oMove the Print Spooler Directory After completing this module, students will be able to: oOptimize the performance of the Print Spooler oRedirect Print Jobs from non-functioning Printers oManage Active Directory registration of Printers oManage Printer Permissions Module 8: Identify and Resolve Performance Issues This module explains how to improve the performance of a system by monitoring and controlling the use of resources by applications. Lessons oOverview oAnalyzing Event Logs oSetting Power Management oOptimize Processor Usage oOptimizing Memory Usage oOptimize Hard Drive Usage oOptimize Network Usage oPerformance Tools oResolve Performance Issues oReview Lab : Identify and Resolve Performance Issues oSchedule and Perform a Disk Defragmentation oUsing Task Manager oUsing Resource Monitor oDisplay a message when a Service stops After completing this module, students will be able to: oConfigure automatic responses to Service failure oManage the use of Processing resources by applications oView and control active connections to a computer oOptimize Hard-Disk performance Module 9: Identify and Resolve Hardware Failure Issues This module explains how to diagnose hardware problems on a computer. Lessons oOverview oDiagnosing Memory Failure Issues oHard Drive Issues oNetwork Card Issues oPower Supply Issues oWindows Hardware Diagnostic Tools oResolve Hardware Failure Issues oReview Lab : Identify and Resolve Hardware Failure Issues oUse the Windows Memory Diagnostics Tool oFix Hard Disk Errors oUse the Reliability Monitor oUse Event Viewer to Find Hardware Information After completing this module, students will be able to: oUnderstand how to be proactive in dealing with hardware problems oUse Windows 7 hardware diagnostic tools Module 10: Identify and Resolve Wireless Connectivity Issues This module explains how to configure reliable and secure wireless connectivity for client computers. Lessons oOverview oSignal Strength oWireless Security oWireless Profiles oManagement Options for Wireless Devices oResolve Wireless Connectivity Issues oReview Lab : Identify and Resolve Wireless Connectivity Issues oNo Lab Exercises After completing this module, students will be able to: oUnderstand the encryption options available for wireless networks oUse Windows 7 Wireless security options oFix client connectivity problems Module 11: Identify and Resolve Remote Access Issues This module explains how to configure remote network connections for client computers. Lessons oOverview oRemote Access Methods oDial-up Configuration oVPN Configuration oDirectAccess Configuration oAuthentication Protocols oResolve Remote Access Issues oReview Lab : Identify and Resolve Remote Access Issues oConfigure Remote Access settings for a domain user account oCreate and Test a VPN Connection After completing this module, students will be able to: oUnderstand the security options available when creating remote access connections oUnderstand the new capabilities of VPN connections that use DirectAccess oResolve connectivity problems for VPN and Dial-Up connections Module 12: Manage File Synchronization This module explains how to allow end-users to work with network files that are being synchronized on their local desktops or laptops. Lessons oOverview oConfiguring Offline File Access oSynchronization Settings oTransparent Caching oRoaming Profiles oRestoring Network Files oResolve File Synchronization Problems oReview Lab : Manage File Synchronization oConfigure and Test Offline Files oRestore the Previous Version of a File After completing this module, students will be able to: oConfigure Transparent Caching oRestore deleted network files Module 13: Identify and Resolve Internet Explorer Security Issues This module explains how to configure the security features in Internet Explorer to protect user information and privacy. Lessons oOverview oConfigure Security Zone oConfigure Security Levels oConfigure Privacy Settings oManaging Add-ons oConfigure Smart Screen Filter oOther Security Issues oResolve Internet Explorer Security Issues oReview Lab : Identify and Resolve Internet Explorer Security Issues oConfigure Trusted Security Zone oConfigure the Security and Privacy Features in IE oConfigure Group Policy Settings for Internet Explorer After completing this module, students will be able to: oHow to use new security features like Smart Screen Filtering oManage Internet Explorer Add-ons oUse IE features to warn the user about potential security problems oUnderstand new features in Internet Explorer 9 Module 14: Identify and Resolve Firewall Issues This module explains how to configure Windows Firewall to secure network traffic and applications on a computer. Lessons oOverview oSecuring Network Applications and Features oProgram and Port Exceptions oConfiguring Notifications and Logging oNetwork Security Tools oResolve Firewall Issues oReview Lab : Identify and Resolve Firewall Issues oConfigure and Test Firewall Rules for an application oFix Application Problems Caused by Firewall Rules After completing this module, students will be able to: oBlock applications from communicating over the network oRecord and setup notifications of unapproved network communication oFix problems caused by improper configuration of Windows Firewall Module 15: Identify and Resolve Issues Due To Malicious Software This module explains how to restore a computer system after an attack by viruses or other malicious software. Lessons oOverview oProactive Malware Protection oProtecting Internet Explorer oWindows and Anti-Virus Updates oRecovering From Malware Infection oResolve Issues Due To Malicious Software oReview Lab : Identify and Resolve Issues Due To Malicious Software oUse the Action Center to manage UAC settings oUse Windows Defender oUse System File Checker oUse the Malicious Software Removal Tool After completing this module, students will be able to: oIdentify problems caused by viruses and other malware. oHow to protect Internet Explorer and E-mail applications from malware attack oHow to prevent data loss and fix a computer after a malware attack oInstall and configure Microsoft Security Essentials Module 16: Identify and Resolve Encryption Issues This module explains how to fix problems caused by using encryption on a Windows computer. Lessons oOverview oConfiguring a Recovery Agent oUsing EFS oUsing BitLocker oEncryption Tools oResolve Encryption Issues oReview Lab : Identify and Resolve Encryption Issues oEncrypt Files using EFS oConfigure EFS Sharing oConfigure a Recovery Agent After completing this module, students will be able to: oRecover from lost encryption keys oHow to encrypt individual files using EFS oUse BitLocker to protect laptops and insecure computers Module 17: Identify and Resolve Software Update Issues This module explains how to enable and use the software update features available in Windows 7. Lessons oOverview oTypes of Windows Updates oUsing Windows Update oUsing Microsoft Update oResolve Software Update Issues oReview Lab : Identify and Resolve Software Update Issues oConfigure Windows Updates using desktop settings oConfigure Windows Updates using Group Policy settings After completing this module, students will be able to: oConfigure client computers to get updates from the local network instead of the Internet oUnderstand the different options available when updating the operating system oUnderstand how to configure automatic updates for Microsoft applications Additional Reading To help you prepare for this class, review the following resources: oClassroom Training: Course 6292 oMicrosoft Press Book: MCTS Self-Packed Training Kit (Exam 70-680): Configuring Microsoft Windows 7