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This three-day instructor-led course provides students with the knowledge and skills to troubleshoot and escalate or repair problems with Windows desktop operating systems by reacting to incident requests from end users.


 
Course Outline
Course Outline

Module 1: Introduction to the Desktop Support Technician Role and Environment
This module describes the role and key skills of a desktop support technician (DST) and the role of a DST within Microsoft Operations Framework (MOF). It discusses the end-user support environment and the corporate support environment in which DSTs work and the skills required to successfully interact with users.
Lessons
Examining the Desktop Support Technician Role
Examining the 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 the Microsoft Operations Framework (MOF) and the role of the DST within MOF.
Successfully interact with users.

Module 2: Resolving User Account and Logon Issues
This module introduces the Microsoft Windows XP Professional and Microsoft Windows XP Home Edition desktop operating systems and describes the concepts of domains and workgroups. This module describes the concepts of user accounts, user profiles, and user rights and explains how to help users resolve common logon issues.
Lessons
Desktop Operating System Concepts
User Account Concepts
Troubleshooting User Logon Issues
Lab : Resolving User Account and Logon Issues
Troubleshooting Domain Logon Issues
Troubleshooting a User Profile Issue
After completing this module, students will be able to:

Understand the basic concepts necessary for resolving desktop operating system issues in the Windows XP Professional and Windows XP Home Edition environments.
Understand the basic concepts of user accounts, user profiles, and user rights.
Troubleshoot user logon issues.

Module 3: Resolving System Configuration and Security Issues
This module provides information about how to help users resolve system configuration issues, system security issues, and system performance–related issues. After completing this module, you will be able to troubleshoot these areas of desktop management.
Lessons
Troubleshooting System Configuration Issues
Troubleshooting Security Issues
Troubleshooting System Performance
Lab : Resolving System Configuration and Security Issues
Troubleshooting Multilingual Issues
Troubleshooting Network File Share and Printer Connection Issues
After completing this module, students will be able to:

Troubleshoot system configuration issues.
Troubleshoot security issues.
Troubleshoot system performance.

Module 4: Resolving Network Connectivity Issues
This module discusses how to help users manage computer addressing and name resolution and how to assist customers in properly configuring remote connections. After completing this module, you will be able to troubleshoot problems with network connections, networking protocols, and the way in which computers are addressed.
Lessons
Managing Computer Addressing Issues
Troubleshooting Name Resolution Issues
Troubleshooting Remote Network Connectivity Issues
Troubleshooting Computers by Using Remote Connection Tools
Lab : Resolving Network Connectivity Issues
Troubleshooting TCP/IP Connections
Troubleshooting a Name Resolution Issue
After completing this module, students will be able to:

Manage computer addressing issues.
Troubleshoot name resolution issues.
Troubleshoot remote network connectivity issues.
Troubleshoot computers by using remote connection tools.

Module 5: Resolving Hardware Issues
This module discusses issues that occur with different hardware components and configurations and with device drivers. After completing this module, you will be able to troubleshoot storage devices, display devices, input/output (I/O) devices, and power configurations.
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
Troubleshooting Device Drivers
After completing this module, students will be able to:

Manage drivers.
Troubleshoot drivers by using Safe Mode.
Troubleshoot storage devices.
Troubleshoot display devices.
Troubleshoot I/O devices.
Troubleshoot ACPI issues.

Module 6: Resolving File and Folder Issues
This module describes how to support users who are attempting to perform file and folder management tasks, such as compressing files, enabling and disabling encryption, verifying permissions, or specifying access to files and folders. After completing this module, you will be able to troubleshoot file and folder issues whether they occur locally or across a network.
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
Troubleshooting File and Folder Issues
Troubleshooting Access to Shared Files and Folders
Troubleshooting Offline Access to 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
This module explains how to troubleshoot printer installations, printer drivers, and issues that are related to print jobs. After completing this module, you will be able to troubleshoot print issues.
Lessons
Installing Local and Network Printers
Troubleshooting Printer Drivers
Troubleshooting Printers and Print Jobs
Lab : Resolving Printer Issues
Applying Printer Permissions
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 Startup Issues
This module discusses the computer boot process and why DSTs must be able to understand the components of the boot process for Microsoft Windows XP Professional and the tools available to troubleshoot startup issues. This understanding will enable them to address problems when a computer will not start properly. After completing this module, you will be able to troubleshoot the boot process.
Lessons
Overview of the Windows XP Boot Process
Troubleshooting the Boot Process
Lab : Resolving Startup Issues
Modify the Boot.ini File
Resolve Startup Issues
After completing this module, students will be able to:

Describe the Windows XP boot process and how it works.
Troubleshoot the boot process.
About our GUARANTEED TO RUN courses With (R)Evolution, TekSource is transforming the way IT professionals receive training. Our courses are led by Certified Instructors and supported by online course mentors. Course content is delivered through expert video modules and interactive features, in tandem with virtual lab exercises and progress quizzes. When you take training with TekSource, you get a comprehensive training solution that incorporates the following value add components into one “revolutionary” offering:>

Pre-class Facilitation
We start the learning process well before you arrive at our door with lots of communication and information. Our instructors, coordinators and facilitators will ensure that when course participants arrive, they will have all the tools they need to be successful and students will have already started to learn

In our Facility with Certified instructors
With (R)Evolution, each course is supported by a certified instructor who facilitates, coaches and mentors the students through the learning process - their only job is to ensure our students’ success. Students attend class in one day increments (which can be non-consecutive days for multi-day courses).
    * Since the course content is provided by the expert video modules, the in-class instructor can devote 100% of their time to individual instruction and guidance.
    * Our exclusive consultative learning approach ensures that the needs of each student are assessed and support during and subsequent to the course is tailored to them.

Expert Video Modules
(R)Evolution guarantees consistent, high quality instruction, and uniform delivery of the course material mapped to official vendor course curriculum with no missed topics.
    * Content is delivered by World Class Experts and Certified Trainers and it has been edited and produced so that students are presented the best possible delivery of the course material.
    * Self Scheduled progress matches the learning speed of each student – it allows for instant review, and results in improved retention.

Interactive Content
Throughout the Learning experience, instruction is reinforced with practical exercises, lab exercises completed in live lab environments and progress checks that give immediate feedback to the student regarding their progress.
    * Keeps students engaged, on track and in line with their objectives
    * Provides instant feedback, real time results and acts as a measure for the instructor to provide further mentorship

Online Mentoring and Support
The online mentoring support that is included with (R)Evolution starts when the student enters the classroom and continues for 6 months. As both a 3rd training resource in the classroom and as a valuable support service that is available 24/7, students have yet another mechanism to support their learning.
    * Reinforces learning and acts as a support during the classroom session
    * Assistance applying course concepts
    * Access to our facility and ability to re-take some or all of the training is absolute assurance that required learning is received.


 
Prerequisites & Certificates
Pre-Requisites

Before attending this course, students must have: Basic experience of a Microsoft Windows operating system such as Microsoft Windows XP. Basic understanding of Microsoft Office applications and Microsoft Windows accessories, including Microsoft 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. Basic experience of command-line utilities for managing the operating system. Basic understanding of technologies that are available for establishing Internet connectivity.

Certificates offered

Certificate of Completion


Cancellation Policy
Cancellations or postponements received more than ten business days prior to the first day of the course, will be subject to a 15% administration fee, and course ware fees where applicable. 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
TekSource Corporate Learning
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Reviews
 

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Here are some reviews of the training vendor.
A quick note to say thanks very much for the information I garnered at the course. The training was very informative and practical; the handout material contains a lot of information that will be helpful in future.
Reviewed by 2014
I found the course to be useful and easy to follow. Would use their service again.
Reviewed by 2014
I really enjoyed this training session, I found it incredible helpful for our needs of customizing our CRM. The instructor was good
Reviewed by 2013
By choice, and as I didn't want to disturb the man next to me, I didn't ask to many questions of the instructor. I realize that taking the same course at the same time would have been ideal, but I understand why we were put in the same space. I had a few computer glitches which shuffled the course material around a bit which I eventually found a work around for. A lot of material for one day and I did find myself paying attention to the clock to make sure I finished at a reasonable time.
Reviewed by 2012
very well organized and flexible. Helped me with my specific needs. Steve was very helpful.
Reviewed by 2012
I thought that the course content was excellent, it covered a wide variety of new features in 2010 at a sufficeint level of detail. The video instructor was also very diliegent about highlighting the various ribbon features and showing alternate methods of completing a task. This teaching method may not be for everyone, but I enjoyed the ability to learn at my own pace, without being slowed down by questions that were not relevant to me. It would be nice to have better control over the video streaming in order to skip over/ahead on topics that are familiar to the user.
Reviewed by 2012
the instructor was very knowledgeable, and most importantly patient.
Reviewed by 2012
Found that the advance training was where my level was at already on most items (wishing there was a super advanced training). Found the ‘instructor’ not to be conversant on the program I was being trained on (probably the same level as I was) which was frustrating. He did ask other personnel which did have more knowledge but did not give me a clear answer (said it was part of the limits of the program and what I was looking for was very customized, duh this is why I took the advanced) He was willing to go over the ideas of tables and relationships with me which was not covered in the course, which I was thankful for. The course did delivered though what it had said it would and it was good to get reinforcement on what I had learned on my own, that I was on the right track.
Reviewed by 2012
The course was really useful for me.
Reviewed by 2012
over all it is a good experience and I learnt something out of it.
Reviewed by 2012
Course content was not as comprehensive as I'd hoped. Would have liked more indepth lessons about macros.
Reviewed by 2012
It would be great to separate two different session for the topic. It was usufull and meantime it was too much information.
Reviewed by 2012
Hi, There was one problem with the flow. I'm not completely sure as to how best to describe it but basically, it didn't flow from one module to the next. Specifically, if I was in a particular module (say the introduction or first sub-module) and it completed, I was not automatically taken to the next sub-module within the overall module (a module being a section of the course). Feel free to give me a call to discuss at 416-686-3141.
Reviewed by 2012
The first hour of the course was difficult due to the noisy environment. There were 3 separate software platforms being mentored by 2 instructors simultaneously. As each required unique start up instructions, it was very difficult to concentrate on the video teaching for my session in spite of the headphones as there was a significant amount of background noise. I suggest that future sessions that are mentored rather than led be done as dedicated sessions (i.e. only 1 software platform being taught at a time) to minimize the impact of this situation. Additionally, the 2 instructors had side conversations that had nothing to do with teaching the sessions and needed to be asked not to do this as I found it was hindering my ability to listen to the video lesson. Unwilling to crank the volume on the headset, I could hear them clearly over the top of the lesson I was listening to.
Reviewed by 2012
Everyone was extremely laid back, kind and courteous. I felt very comfortable and no matter who you were in contact with, all employees were approachable.
Reviewed by 2012
While the instructor had a basic understanding of Project 2010, he did not have "advanced" knowledge which was the level of the course. He had not really used the software in "real life" so didn't have any context. Whenever I had questions, he looked for answers from microsoft.com (I could have done the same). I was hoping the instructor would provided added knowledge to what I was learning from the videos.
Reviewed by 2012
Fantastic and very relevant. The instructor was very pleasant and helpful.
Reviewed by 2012
Too many mistakes made in the videos, this made it confusing about what to follow and what to avoid. Seminar presenter got off-topic too much which made me pressed for time.
Reviewed by 2011
There really is not enough time in one day to do all the exersizes in the training manual, watch all the videos, take the quizzes, and discuss specifc issues with the instructor. I would suggest improving the video intruction to actual take you through some of the exersizes rather than leaving you to do it on your own, because you really only learn by doing.
Reviewed by 2011
Thought the directions in the book exercises exercises could be written a little clearer.
Reviewed by 2011
My second course with TekSource and it's always an enjoyable experience. It's a nice clean office environment close to the subway. And the staff is excellent and helpful.
Reviewed by 2011
Not instructor led hence one star rating
Reviewed by 2011
The only somewhat critical comment I have is that it can be difficult to concentrate when the mentor is explaining to another student. In a small classroom setting, I guess that is just a reality of mentor-assisted training.
Reviewed by 2011
Steve Meggenson understand French. He helped me a lot with my documents from work. Now I know how to use Access for my work. I should take this course 5 years ago! But, it's not too late! I want to take the monitored or coach course with Steve again because he can read and understand french!
Reviewed by 2011
I wish that there had been more examples and more exercises for pivot tables and vlook up. They are very valuable tools.
Reviewed by 2011
Very positive experience.
Reviewed by 2011
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