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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 exam.


 
Course Outline
Summary 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 exam.

Audience Profile

This course is intended for Windows 7 desktop support technicians who resolve Tier 1 & 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:

  • Identify and Resolve Desktop Application Issues
  • Identify the Cause of and Resolve Networking Issues
  • Manage and Maintain Systems That Run Windows 7
  • Support Mobile Users
  • Identify the Cause of and Resolve Security Issues
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

  • Overview
  • Planning New Software Deployment
  • Multilingual Deployment
  • Using Group Policy to install software
  • Using Software Restriction Policies
  • Digitally Signing Software
  • Using WMI
  • Using Applocker
  • Using Virtualization for Testing
  • Resolve Software Installation Issues
  • Review

Lab : Identify and Resolve New Software Installation Issues

  • Create a Repair Disk and Installation Partitions
  • Install and Configure Windows 7
  • Install Programs and test Applocker
  • Configure Compatibility Settings

After completing this module, students will be able to:

  • Understand the different installation options for Windows 7
  • Understand the different installation options for Windows 7 applications
  • Resolve Windows 7 installation problems
  • Prevent 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

  • Overview
  • Change Default Settings on the Image
  • Enable and Disable Features
  • Pointing to a Network Resource
  • Configuring Updates
  • Resolve Configuration Issues with Group Policy
  • Driver Updates
  • Problem Steps Recorder
  • Resolve Software Configuration Issues
  • Review

Lab : Resolve Software Configuration Issues

  • Install the Windows Automated Installation Kit
  • Create a Windows PE bootable image
  • Create a VHD disk
  • Install Windows 7 on a VHD
  • Boot Windows 7 from a VHD
  • Use the Problem Steps Recorder

After completing this module, students will be able to:

  • Create a Windows 7 VHD disk
  • Configure operating system features
  • Understand the impact of Driver Updates
  • Fix software configuration problems
  • Use 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

  • Overview
  • Event Viewer
  • Event Forwarding
  • Application Compatibility Toolkit
  • Windows Troubleshooting Platform
  • Windows Experience Index
  • Testing Compatibility with Safe Mode
  • System Restore
  • Resolve Software Failure
  • Review

Lab : Resolve Software Failure

  • Install applications written for older versions of Windows
  • Use the Program Compatibility Tool to configure settings for older applications
  • Use PowerShell scripts to configure Network Adapters
  • Use the Troubleshooter to enable the network adapter
  • Install Windows 7 SDK
  • Create a Troubleshooting Pack with the SDK
  • Configure Event Forwarding
  • Use System Restore

After completing this module, students will be able to:

  • Configure Event Forwarding
  • Use System Restore to fix desktop problems.
  • Create 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

  • Overview
  • Authentication Process
  • Machine Accounts
  • Trust Relationships
  • Network Services
  • User Account Properties
  • User Profiles
  • Resolve Logon Issues
  • Review

Lab : Identify and Resolve Logon Issues

  • Join a computer to the domain
  • Install Remote Server Administration Tools (RSAT)
  • Test and Verify Domain User Account Properties
  • Create Logoff script using PowerShell
  • Test the use of Roaming Profiles
  • Test the use of Mandatory Profiles

After completing this module, students will be able to:

  • Create Roaming and Mandatory User Profiles
  • Configure Machine Accounts in Active Directory
  • Configure 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

  • Overview
  • Scope of the Problem
  • Hardware Issues
  • TCP/IP Configuration
  • Network Routing
  • IPSec Configuration
  • Network Connectivity Tools
  • Branch Cache
  • Resolve Network Connectivity Issues
  • Review

Lab : Identify and Resolve Network Connectivity Issues

  • Use command-line tools to identify and fix network connectivity problems
  • Fix connectivity problems caused by problem scripts

After completing this module, students will be able to:

  • Use command-line tools to troubleshoot connectivity problems.
  • Use the Windows Troubleshooters to fix configuration issues.
  • Configure 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

  • Overview
  • DNS Name Resolution
  • Using a Hosts files
  • WINS Configuration
  • Using LMHOSTS files
  • Name Resolution Order
  • Manual vs DHCP Configuration
  • Resolve Name Resolution Issues
  • Review

Lab : Identify and Resolve Name Resolution Issues

  • Configure and Test DNS Resolution
  • Configure and Test Hosts File Resolution
  • Configure and Test NetBIOS Resolution

After completing this module, students will be able to:

  • Configure records on a DNS Server
  • Configure HOSTS records
  • Using 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

  • Overview
  • Connecting to a Network Printer
  • Managing the Print Spooler
  • Setting Printer Priorities
  • Creating Printer Pools
  • Configuring Drivers
  • Printer Schedules
  • Printer Permissions
  • Manage Printers with Group Policy Settings
  • Resolve Network Printer Issues
  • Review

Lab : Identify and Resolve Network Printer Issues

  • Install local and network printers
  • Create and use a separator page
  • Configure Printer Redirection and Printer Pooling
  • Move the Print Spooler Directory

After completing this module, students will be able to:

  • Optimize the performance of the Print Spooler
  • Redirect Print Jobs from non-functioning Printers
  • Manage Active Directory registration of Printers
  • Manage 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

  • Overview
  • Analyzing Event Logs
  • Setting Power Management
  • Optimize Processor Usage
  • Optimizing Memory Usage
  • Optimize Hard Drive Usage
  • Optimize Network Usage
  • Performance Tools
  • Resolve Performance Issues
  • Review

Lab : Identify and Resolve Performance Issues

  • Schedule and Perform a Disk Defragmentation
  • Using Task Manager
  • Using Resource Monitor
  • Display a message when a Service stops

After completing this module, students will be able to:

  • Configure automatic responses to Service failure
  • Manage the use of Processing resources by applications
  • View and control active connections to a computer
  • Optimize Hard-Disk performance

Module 9: Identify and Resolve Hardware Failure Issues

This module explains how to diagnose hardware problems on a computer.

Lessons

  • Overview
  • Diagnosing Memory Failure Issues
  • Hard Drive Issues
  • Network Card Issues
  • Power Supply Issues
  • Windows Hardware Diagnostic Tools
  • Resolve Hardware Failure Issues
  • Review

Lab : Identify and Resolve Hardware Failure Issues

  • Use the Windows Memory Diagnostics Tool
  • Fix Hard Disk Errors
  • Use the Reliability Monitor
  • Use Event Viewer to Find Hardware Information

After completing this module, students will be able to:

  • Understand how to be proactive in dealing with hardware problems
  • Use 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

  • Overview
  • Signal Strength
  • Wireless Security
  • Wireless Profiles
  • Management Options for Wireless Devices
  • Resolve Wireless Connectivity Issues
  • Review

Lab : Identify and Resolve Wireless Connectivity Issues

  • No Lab Exercises

After completing this module, students will be able to:

  • Understand the encryption options available for wireless networks
  • Use Windows 7 Wireless security options
  • Fix client connectivity problems

Module 11: Identify and Resolve Remote Access Issues
This module explains how to configure remote network connections for client computers.

Lessons

  • Overview
  • Remote Access Methods
  • Dial-up Configuration
  • VPN Configuration
  • DirectAccess Configuration
  • Authentication Protocols
  • Resolve Remote Access Issues
  • Review

Lab : Identify and Resolve Remote Access Issues

  • Configure Remote Access settings for a domain user account
  • Create and Test a VPN Connection

After completing this module, students will be able to:

  • Understand the security options available when creating remote access connections
  • Understand the new capabilities of VPN connections that use DirectAccess
  • Resolve 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

  • Overview
  • Configuring Offline File Access
  • Synchronization Settings
  • Transparent Caching
  • Roaming Profiles
  • Restoring Network Files
  • Resolve File Synchronization Problems
  • Review

Lab : Manage File Synchronization

  • Configure and Test Offline Files
  • Restore the Previous Version of a File

After completing this module, students will be able to:

  • Configure Transparent Caching
  • Restore 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

  • Overview
  • Configure Security Zone
  • Configure Security Levels
  • Configure Privacy Settings
  • Managing Add-ons
  • Configure Smart Screen Filter
  • Other Security Issues
  • Resolve Internet Explorer Security Issues
  • Review

Lab : Identify and Resolve Internet Explorer Security Issues

  • Configure Trusted Security Zone
  • Configure the Security and Privacy Features in IE
  • Configure Group Policy Settings for Internet Explorer

After completing this module, students will be able to:

  • How to use new security features like Smart Screen Filtering
  • Manage Internet Explorer Add-ons
  • Use IE features to warn the user about potential security problems
  • Understand 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

  • Overview
  • Securing Network Applications and Features
  • Program & Port Exceptions
  • Configuring Notifications and Logging
  • Network Security Tools
  • Resolve Firewall Issues
  • Review

Lab : Identify and Resolve Firewall Issues

  • Configure and Test Firewall Rules for an application
  • Fix Application Problems Caused by Firewall Rules

After completing this module, students will be able to:

  • Block applications from communicating over the network
  • Record and setup notifications of unapproved network communication
  • Fix 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

  • Overview
  • Proactive Malware Protection
  • Protecting Internet Explorer
  • Windows and Anti-Virus Updates
  • Recovering From Malware Infection
  • Resolve Issues Due To Malicious Software
  • Review

Lab : Identify and Resolve Issues Due To Malicious Software

  • Use the Action Center to manage UAC settings
  • Use Windows Defender
  • Use System File Checker
  • Use the Malicious Software Removal Tool

After completing this module, students will be able to:

  • Identify problems caused by viruses and other malware.
  • How to protect Internet Explorer and E-mail applications from malware attack
  • How to prevent data loss and fix a computer after a malware attack
  • Install 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

  • Overview
  • Configuring a Recovery Agent
  • Using EFS
  • Using BitLocker
  • Encryption Tools
  • Resolve Encryption Issues
  • Review

Lab : Identify and Resolve Encryption Issues

  • Encrypt Files using EFS
  • Configure EFS Sharing
  • Configure a Recovery Agent

After completing this module, students will be able to:

  • Recover from lost encryption keys
  • How to encrypt individual files using EFS
  • Use 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

  • Overview
  • Types of Windows Updates
  • Using Windows Update
  • Using Microsoft Update
  • Resolve Software Update Issues
  • Review

Lab : Identify and Resolve Software Update Issues

  • Configure Windows Updates using desktop settings
  • Configure Windows Updates using Group Policy settings

After completing this module, students will be able to:

  • Configure client computers to get updates from the local network instead of the Internet
  • Understand the different options available when updating the operating system
  • Understand how to configure automatic updates for Microsoft applications

Prerequisites & Certificates
Pre-Requisites

Before attending this course, students must have: * TCP/IP Troubleshooting skills * Experience working in a domain environment * Experience using desktop and command-line troubleshooting tools * Experience installing and troubleshooting desktop application problems * Experience configuring registry and group policy settings

Certificates offered

Certificate of Completion


Cancellation Policy
10 business day cancellation policy. if the course is confirmed and the student cancels within 10 days of the course, then they get charged and apply a credit for future courses. If they cancel outside of 10 business days, then there are no charges at all.
Map & Reviews
CTE Solutions
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Here are some reviews of the training vendor.
I realize that we are constantly dealing with technology, but I still think for a registration fee of almost $3,000, that a hardcover book should be included. I know that the option to print the book on a one-time basis exists.
Reviewed by 2016
no
Reviewed by 2016
The instructor was very knowledgeable and answered all questions. Jarod did an excellent job presenting.
Reviewed by 2015
The room was cold. I had to sit next to the space heater. It would be good to tell future patrons to dress warmly AHEAD of time. No suprises.
Reviewed by 2015
He was great and offered his contact info for further questions.
Reviewed by 2015
Howard was a fantastic instructor and the course was exactly what I required.
Reviewed by 2014
The trainer was excellent - the course exceeded my expectations.
Reviewed by 2014
This course provides an excellent overview and a bit of practice on the various functions of SharePoint 2013. I was disappointed at the number of exceedingly long breaks given after each module. I would have preferred less break time and more content to the course. Having never taken a SharePoint course with another provider, I don't know if this is the norm with all providers of just this one in particular.
Reviewed by 2014
I ranked the "Use of Technology" low because for Users who were remote the VM's that were setup were a little wonky. Could be very slow at times and then sometimes they needed to be refreshed to work properly with the lab. In some instances we couldn't follow along as replication would not occur fast enough and we would have our lab cut short (for us remote Users).
Reviewed by 2014
The instructor was good at remembering to acknowledge the online students even though he was facing a classroom of students also.
Reviewed by 2014
Insructor was not so good with the live examples. Also the handouts was not so useful
Reviewed by 2013
The trainer was excellent, very knowledgeable and had a lot of valuable experience to share. The problem was that there were way too many workshops that took too long and interfered with getting the maximum benefit from the instructor and the course.
Reviewed by 2013
This was quite informative. It was a great opportunity to have ‘real life’ discussions with certified PMs. The instructor had excellent examples and was able to share his PM experiences with us with concrete examples. In addition, this was a great opportunity to network with private sector/public sector PMs and develop a better appreciation of PM on both sides of the fence. Cheers, CL
Reviewed by 2013
no
Reviewed by 2013
I did not like the video format
Reviewed by 2013
As a remote attendee, it appeared the instructor paid attention to the "Attendee" and "Chat" windows only a few times throughout the day, so I was not confident that he would see if I sent a message or raised my hand during the course.
Reviewed by 2013
The chairs were not very comfortable and the material contained spelling and grammatical error (a few but still)as well as repetition of words.
Reviewed by 2013
Was a bit slow the last 1/2 day. Of course, for some, this was the last of a 4 day course (not just 2 days).
Reviewed by 2013
I really enjoyed the course and I learned a lot. The pace was excellent.
Reviewed by 2013
good!
Reviewed by 2013
The room was excellent on its own - less distraction and no noise around you. There was no direction to the room when I walked in and therefore was not sure if I was heading in the right direction. We were not provided with the direction that there was coffee and fridge on the 3rd floor, and the bathroom floor was dirty.
Reviewed by 2012
This course was great, very informative, had Lionel as instructor and he was also very good.
Reviewed by 2012
Instructor was eager to assist but lacked subject matter expertise. Course time management was very poor. Content provided could have been delivered effectively in a one day course.
Reviewed by 2012
Good Course, good trainer. All questions addressed equally and in a timely professional manner.
Reviewed by 2011
The course content was interesting; however, the instructor didn't have enough knowledge about Microsoft Sharepoint 2010 Development and wasn't able to answer questions without google search. In the future CTE needs to make sure the instructors have real on-hands experience and are highly trained in the technologies they are supposed be teaching.
Reviewed by 2011
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