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This course is to provide those who are new to MS Windows® XP with the knowledge necessary to troubleshoot basic problems end users will face while running MS Windows XP Professional in an Active Directory® network environment, or Windows XP Home editio


 
Course Outline
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 in an Active Directory® network environment, or Windows XP Home edition in a workgroup environment. This is an introductory course designed to provide an overview of operating system concepts and how to troubleshoot Windows XP.

This is the first course in the Microsoft Certified Desktop Support Technician curriculum.

Audience This course is intended for new entrants and career changers new to the IT industry. They have experience using Microsoft Office and have basic Microsoft Windows navigation skills. Another audience is the current call center technician with 6 months experience looking to validate their support skills.

At Course Completion After completing this course, students will be able to:
    * Perform and troubleshoot an attended installation of the Windows XP operating system.
    * Perform post installation configuration (user configuration, apply service packs, etc.).
    * Answer end user questions related to upgrading from a previous version of Windows.
    * Troubleshoot system startup and user logon problems.
    * Monitor and analyze system performance.
    * Monitor, manage, and troubleshoot access to files and folders.
    * Troubleshoot connecting to local and network print devices.
    * Configure and troubleshoot hardware devices and drivers.
    * Configure and troubleshoot storage devices.
    * Configure and troubleshoot display devices.
    * Troubleshoot network protocols and services.
    * Configure and troubleshoot Advanced Configuration and Power Interface (ACPI).
    * Configure and troubleshoot input and output (I/O) devices.
    * Configure support for multiple languages or multiple locations.
    * Troubleshoot security settings and local security policy.
    * Configure and troubleshoot local user and group accounts.
    * Troubleshoot the TCP/IP protocol.
    * Configure and troubleshoot Internet Connection Firewall (ICF) settings.
    * Troubleshoot name resolution issues.
    * Configure and troubleshoot remote connections.
    * Configure and troubleshoot end user systems using remote Desktop and Remote Assistance.

Microsoft Certified Professional Exams This course will help the student prepare for the following Microsoft Certified Professional exam:
    * Exam 70-271: Supporting Users and Troubleshooting a Microsoft Windows XP Operating System

Course Materials The student kit includes a comprehensive workbook and other necessary materials for this class.

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).

Lessons
    * 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.

Lessons
    * 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.

Lessons
    * 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.

Lessons
    * 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.

Lessons
    * 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.

Lessons
    * 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.

Lessons
    * 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.

Lessons

    * 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
Pre-Requisites

Before attending this course, students must have met at least one of the following prerequisites: * Basic experience using a Microsoft Windows Operating system such as Microsoft Windows XP. * Basic understanding of Microsoft Office applications and Microsoft Windows accessories, including 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. * How to use command-line utilities to manage the operating system. * Basic understanding of technologies that are available for establishing Internet connectivity.

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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