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This three-day instructor led course is to provide individuals who are new to Microsoft Windows XP with the knowledge and skills necessary to troubleshoot basic problems end users will face while running Microsoft Windows XP Professional.

Course Outline

Module 1: Introduction to the Desktop Support Technical Role and Environment

This module introduces 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

After completing this module, students will be able to:

Describe the role and general responsibilities of a DST.

Describe MOF and the role of the DST within MOF.

Successfully interact with users.

Module 2: Exploring and Configuring the Windows XP User Interface

This module explains the major features and functions of the Windows XP user interface.


Exploring and Configuring the Windows XP Desktop Environment

Examining Control Panel Organizational Views

Lab: Exploring and Configuring the Windows XP User Interface

Exercise 1: Customizing the Desktop and Toolbars

Exercise 2: Customizing Control Panel and Folder View Appearance

After completing this module, students will be able to:

Describe the major features and functions of Windows XP Professional and Windows XP Home Edition and customize various settings on the Windows XP desktop, such as the Start menu and taskbar.

Describe the differences between Category View and Classic View and how to switch between the two views in Control Panel.

Module 3: Resolving Desktop Management Issues

After completing this module, students will be able to identify and resolve desktop management issues.


Desktop Management Concepts

Troubleshooting User Logon Issues

Troubleshooting User Configuration Issues

Troubleshooting Security Issues

Troubleshooting System Performance

Lab: Resolving Desktop Management Issues

Exercise 1: Troubleshooting Domain Logon Issues

Exercise 2: Troubleshooting a User Profile Issue

Exercise 3: Troubleshooting Multilingual Issues

After completing this module, students will be able to:

Understand the basic concepts necessary for resolving desktop management issues in the Windows XP Professional and Windows XP Home Edition environments.

Troubleshoot user logon issues.

Troubleshoot user configuration issues.

Troubleshoot security issues.

Troubleshoot system performance.

Module 4: Resolving Network Connectivity Issues

After completing this module, students will be able to identify and resolve network connectivity issues.


Managing Computer Addressing Issues

Troubleshooting Name Resolution Issues

Troubleshooting Remote Network Connectivity Issues

Lab: Resolving Network Connectivity Issues

Exercise 1: Troubleshooting TCP/IP Connections

Exercise 2: Troubleshooting a Name Resolution Issue

After completing this module, students will be able to:

Manage computer addressing issues.

Troubleshoot network connection issues.

Troubleshoot remote network connection issues.

Module 5: Resolving Hardware Issues

After completing this module, students will be able to identify and resolve hardware issues.


Managing Drivers

Troubleshooting Drivers by Using Safe Mode

Troubleshooting Storage Devices

Troubleshooting Display Devices

Troubleshooting I/O Devices

Troubleshooting ACPI

Lab: Resolving Hardware Issues

After completing this module, students will be able to:

Manage drivers.

Troubleshoot drivers by using safe mode.

Troubleshoot storage devices.

Troubleshoot display devices.

Troubleshoot input and output (I/O) devices.

Troubleshoot Advanced Configuration and Power Interface (ACPI) issues.

Module 6: Resolving File and Folder Issues

After completing this module, students will be able to identify and resolve 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

Lab: Resolving File and Folder Issues

Exercise 1: Troubleshooting File and Folder Issues

Exercise 2: Troubleshooting Access to Shared Files and Folders

After completing this module, students will be able to:

Manage files and folders.

Troubleshoot access to files and folders.

Troubleshoot access to shared files and folders.

Troubleshoot access to offline files.

Module 7: Resolving Printer Issues

After completing this module, students will be able to identify and resolve printer issues.


Installing Local and Network Printers

Troubleshooting Printer Drivers

Troubleshooting Printers and Print Jobs

Lab: Resolving Printer Issues

Exercise 1: Applying Printer Permissions

Exercise 2: Troubleshooting Print Job Issues

After completing this module, students will be able to:

Install local and network printers.

Troubleshoot issues with printer drivers.

Troubleshoot issues with printers and print jobs.

Module 8: Resolving Installation Issues

After completing this module, students will be able to identify and resolve installation issues.


Pre-Installation Tasks

Troubleshooting an Attended Installation

Troubleshooting an Upgrade

Troubleshooting an Unattended Installation

Troubleshooting the Boot Process

Lab: Resolving Installation Issues

Exercise 1: Creating and Formatting a Partition for an Operating System Installation

Exercise 2: Troubleshooting the Boot Process

After completing this module, students will be able to:

Describe the tasks that must be performed on a computer before installing an operating system.

Troubleshoot an attended installation.

Troubleshoot an upgrade to an existing operating system.

Troubleshoot an unattended installation.

Troubleshoot the boot process.

Prerequisites & Certificates

Certificates offered

Cancellation Policy
Cancellations or postponements received more than ten business days prior to the first day of the course will be fully refunded less a $75 processing fee. The cost of the course is payable, in full, for any cancellations or postponements received within ten business days, or less, prior to the first day of the course.
Map & Reviews
Acend Corporate Learning
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Here are some reviews of the training vendor.
The course content was excellent ... if there was things that weren't relevant you could skip and spend more time on things that you needed to learn. Training provider was excellent as her skill level was superb and her communication skills were superb.
Reviewed by 2015
This course should have dual screens
Reviewed by 2015
I was not able to finish the whole entire course. When creating course training please make sure that it fits the allotted time (beginning to the end). We had two breaks and Instructor did not allow us to listen to the course. I had maybe another 10 mins to finish the whole course, but the Instructor said that it was 4:30pm and it is Ok and we can go home. It is not Ok not to be able to finish the course..
Reviewed by 2014
Mentored training actually worked quite well for me. The instructor is there in the room all the time, available if needed. A lot of material for one day, but I did manage to complete it without feeling too rushed.
Reviewed by 2014
It is not possible to complete a beginner's course in one day. There is a lot of information to absorb. It is wonderful that one can re-sit a session within a limited time.
Reviewed by 2013
To bottom line my feelings about the course: Course -- helpful but this comment is made with reservations. Instructor -- excellent !
Reviewed by 2013
The course material was far too heavy for the duration of the course. The material needs to be reduced so that students do not feel rushed or pressured with time, or the duration of the class needs to be extended.
Reviewed by 2013
Overall, the course has been well handled by the Training Provider. But i would expect that, somehow, there is a time allotted in the afternoon for more visible and face to face interaction between the TP and the whole class. Others may be asking questions that may not have been thought of by other learners but may be helpful.
Reviewed by 2013
Very impressed and would highly recommend.
Reviewed by 2013
The trainer was excellent...easy to talk to and very helpful and informed.
Reviewed by 2013
This was a very good learning environment. I prefer having an instructor present in case I have questions but also be able to work at my own pace.
Reviewed by 2013
I could have used some more time to go through the exercises in the sharepoint database.
Reviewed by 2013
re Instructor assessment. ques. are N/A as it was independant mentored study. Flash based training module had 1 hiccup where ctrl-b key was captured by OS and I had to hunt for alt-b to complete the module. Class mentor was unaware of flaw. I felt that the design of the module would have prevented me from completing the section if I was unable to locate alternative keystroke. Worthwhile day.
Reviewed by 2012
Course is very good but not enough time to complete the exercises. Should be at least another 1.5 hours longer.
Reviewed by 2012
Using the self-teaching method made for a more relaxed working environment. As the instructor's assistance was on a one-on-one basis I was not hesitate to ask questions.
Reviewed by 2012
Would prefer an instructor led (classroom) style of training over a computer based course.
Reviewed by 2012
I would suggest that the course manual contain more visual material (e.g. screen shots) versus words. The course was very well. I did not think I would like the on line method of training but I did. I also liked the fact that I could work through my lunch to complete the course earlier. I had to catch the go train so it worked better for me.
Reviewed by 2012
Susan was an excellent instructor, and was very helpful with providing extra "tips" not covered within the course material.
Reviewed by 2012
I only realized after completing 2 units thoroughly that there is not enough time allotted for a lot practicing. I would tell students in advance that getting through the videos and practicing later in your own time is recommended.
Reviewed by 2012
Enjoyed the flexibility of the "Modern Classroom" style of learning where you can move at your own pace and focus on what you need most. You can even move to the next chapter if you need help and the instructor is busy. Definitely dress warmly as the classroom was really over air-conditioned!
Reviewed by 2012
I loved the Adobe InDesign course but as a new user I felt there was so much material to cover and I wanted to take my time getting familiar with the program and learning about everything. I think if the class had been 2 days instead of 1 it would have been perfect!
Reviewed by 2012
Manual provided was totally different then computer training. Expected more hands on training instead of just watching an instruction video.
Reviewed by 2012
Reviewed by 2012
The video - was not at all interactive - only concepts were presented. The manual completedly different from the video material. I have no objections to using different approaches but a course on any software must include interactive materials.
Reviewed by 2012
The course was set up in a way which was easy to follow. However, I thought there was a lot of information to take in the day. The instructor was very helpful and very knowledgeable.
Reviewed by 2012
The training provider, Melanie, was exceptional. She was very knowledgeable and sat with me personally for hands on training. I found the course to be long and difficult to complete in one day.
Reviewed by 2012
The amount of material was a little much (maybe an hour) to cover in the allotted time - but otherwise good.
Reviewed by 2011
The room was too cold for me. The Instructor was very helpful.
Reviewed by 2011
A co worker of mine, did not receive the certificate of completing the course. As well, I received a website to log to after the course for 30 days (The Online Support). Although the vendor ID number does not exisit. I have gone back to my contact at Last Minute Training, and haven't received any feedback from her. The course was good, the follow up, was the greatest service.
Reviewed by 2011
Would like to have access to the on-line training materials for this course for a period of time after course completion
Reviewed by 2011
Hi - the server crashed during my session and I would like to reschedule. Can someone contact me to do this?
Reviewed by 2011

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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