Learn: in:
» back to Search Results

Course rating of 0 Vendor rating of 4


This three-day instructor-led course will teach IT Professionals how to support the operating system and solve technical troubleshooting problems in a Windows 7 and Windows Server 2008 R2 networking environment.


 
Course Outline

This three-day instructor-led course will teach IT Professionals, experienced with Microsoft Windows XP and Windows Vista in a Tier 2 support environment, how to support the operating system and solve technical troubleshooting problems in a Windows 7 and Windows Server 2008 R2 networking environment. This course also directly supports the EDST exam.
  • Advanced desktop management to reduce complexity and automate tasks
  • Managing remote laptop PCs
  • Security hardening and Defense-in-depth
  • Meet emerging compliance and governance requirements
  • Reduce help desk calls through group policy configuration
  • Improving system performance, resiliency, and reliability
Audience Profile

The primary audience for this course is the Enterprise Desktop Support Technician (EDST) providing Tier 2 support. The secondary audience for this course is the Desktop Support Technician (DST) in an Upper MORG Organization.
EDSTs are experienced IT Professionals who focus on a broad range of desktop operating system, desktop application, mobile device, networking, and hardware support issues. EDSTs must combine technical expertise with problem solving and decision making skills and a deep understanding of their business and technical environments to quickly resolve support issues. They consider all variables, justify resolutions with a logical troubleshooting approach, and relate tradeoffs while adhering to business and technical requirements and constraints. EDSTs are primarily responsible for the maintenance and support of PC desktops, installing and testing line-of-business applications on end-user computers, and physically making changes to user desktops or re-images as required.
EDSTs have used previous versions of Microsoft Windows desktop operating systems and may have experience with Microsoft Windows Server operating systems. Their job requires them to keep their skills and knowledge current with new versions and updates of technology as defined by the business environment. They use EMS/PowerShell scripts for routine tasks and bulk operations. They conduct most server management tasks remotely by using Terminal Server or other administration tools installed on their local workstations.

At Course Completion


After completing this course, students will be able to troubleshoot:
  • Startup issues on a computer with Windows 7 installed.
  • Issues related to the application of Group Policy.
  • Issues related to hardware devices and device drivers.
  • Issues related to network connectivity.
  • Remote connectivity issues.
  • User profile and logon script issues.
  • Issues related to security systems such as Encrypting File Systems (EFS), BitLocker, and file permissions.
  • Issues related to operating system features and applications.
  • Issues related to performance.
Course Outline

Module 1: Resolving Startup Issues

This module describes how to identify and troubleshoot issues that affect the operating system's ability to start, and how to identify problematic services that are running on the operating system. It also describes how to use the Microsoft Windows 7 operating system advanced troubleshooting tools, collectively known as the Microsoft Windows Recovery Environment (Windows RE).

Lessons
  • Lesson 1: Overview of the Windows 7 Recovery Environment
  • Lesson 2: Configuring and Troubleshooting Startup Settings
  • Lesson 3: Troubleshooting Issues with Operating System Services
Lab : Resolving Startup Issues
  • Exercise 1: Resolving a Startup Problem (1)
  • Exercise 2: Resolving a Startup Problem (2)
After completing this module, students will be able to:
  • Use Windows 7 recovery tools to troubleshoot startup problems.
  • Configure and troubleshoot startup settings.
  • Troubleshoot operating system services.
Module 2: Using Group Policy to Centralize Configuration
This module explains how Group Policy works and how to identify when an organization is not applying Group Policy objects (GPOs) properly.

Lessons
  • Lesson 1: Overview of Group Policy Application
  • Lesson 2: Resolving Client Configuration Failures and GPO Application Issues
Lab : Using Group Policy to Centralize Configuration
  • Exercise 1: Resolve Group Policy Application No. 1
  • Exercise 2: Resolve Group Policy Application No. 2
After completing this module, students will be able to:
  • Describe Group Policy application.
  • Troubleshoot client configuration failures and GPO application issues.
Module 3: Resolving Issues for Hardware Devices and Device Drivers
This module explains how to troubleshoot hardware failures, and details physical hardware failures and those of drivers for hardware devices.

Lessons
  • Lesson 1: Overview of Hardware Troubleshooting
  • Lesson 2: Troubleshooting Physical Failures
  • Lesson 3: Troubleshooting Failures of Device Drivers
Lab : Resolving Issues for Hardware Devices and Device Drivers
  • Exercise 1: Resolving Hardware Issues
  • Exercise 2: Configuring Group Policy to Control Device Installation
  • Exercise 3: Checking for Unsigned Drivers
After completing this module, students will be able to:
  • Identify basic issues with hardware.
  • Determine problems relating to hardware failures.
  • Determine problems that device drivers cause.
Module 4: Resolving Network Connectivity Issues
This module explains how to configure and troubleshoot both wired and wireless network connections.

Lessons
  • Lesson 1: Determining Network Settings
  • Lesson 2: Troubleshooting Issues with Network Connectivity
Lab : Resolving Network Connectivity Issues
  • Exercise 1: Resolving a Network Problem (1)
  • Exercise 2: Resolving a Network Problem (2)
After completing this module, students will be able to:
  • Determine the network configuration of client computers.
  • Troubleshoot network connections.
Module 5: Resolving Remote Connectivity Issues
This module explains how to configure and troubleshoot technologies that enable remote users to connect to an organization's network infrastructure. These technologies can include virtual private networks (VPNs), Network Access Protection (NAP), and Windows 7 DirectAccess.

Lessons
  • Lesson 1: Troubleshooting VPN Connectivity Issues
  • Lesson 2: Using Remote Desktop
  • Lesson 3: Troubleshooting User Issues by Using Remote Assistance
  • Lesson 4: Troubleshooting NAP Issues
  • Lesson 5: Troubleshooting DirectAccess Issues
Lab : Resolving Remote Connectivity Issues
  • Exercise: Resolving a Remote Connectivity Problem
After completing this module, students will be able to:
  • Configure and troubleshoot VPN connections.
  • Use Remote Desktop.?Use Remote Assistance.
  • Troubleshoot NAP issues.
  • Troubleshoot DirectAccess issues.
Module 6: Resolving Issues with Logon and Resource Access
This module explains how to troubleshoot and resolve logon issues related to user profiles, file access, and printer access.

Lessons
  • Lesson 1: Troubleshooting Issues with User Logon
  • Lesson 2: Troubleshooting Issues with User Profiles
  • Lesson 3: Troubleshooting Issues with File Access
  • Lesson 4: Troubleshooting Issues with Printer Access
Lab : Resolving Issues with Logon and Resource Access
  • Exercise 1: Troubleshooting Offline Files
  • Exercise 2: Troubleshooting a Missing Drive Mapping
  • Exercise 3: Troubleshooting Missing Files in My Documents
After completing this module, students will be able to:
  • Troubleshoot issues relating to user logons.
  • Troubleshoot issues relating to user profiles.
  • Troubleshoot issues relating to file access.
  • Troubleshoot issues relating to printer access.
Module 7: Resolving Issues Related to Security
This module explains how to work with the wide range of security features that Microsoft Windows 7 uses to secure data, including both Encrypting File System (EFS) and BitLocker, as well as security configuration options included with Internet Explorer, and using file permissions to limit file access, usually on file servers.

Lessons
  • Lesson 1: Recovering Files Encrypted by EFS
  • Lesson 2: Recovering Drives Encrypted by BitLocker
  • Lesson 3: Troubleshooting Issues with Internet Explorer and Content Access
  • Lesson 4: Troubleshooting Issues with File Permissions
Lab : Resolving Issues Related to Security
  • Exercise 1: Recovering a BitLocker Encrypted Drive
  • Exercise 2: Resolving a Security Issue in Internet Explorer
  • Exercise 3: Troubleshooting a File Access Problem
After completing this module, students will be able to:
  • Recover files encrypted by EFS.
  • Recover drives encrypted by BitLocker.
  • Troubleshoot issues with Internet Explorer and content access.
  • Troubleshoot issues with file permissions.
Module 8: Resolving Issues Related to Operating Systems and Applications
This module explains how to support the installation and operations of applications. It also addresses how to ensure that applications continue to function correctly and  prevent security issues by applying updates in a timely way.

Lessons
  • Lesson 1: Troubleshooting Issues with Application Installation
  • Lesson 2: Troubleshooting Issues with Application Operations
  • Lesson 3: Applying Application and Windows Updates
  • Lab : Resolving Issues Related to Operating Systems and Applications
    • Exercise 1: Troubleshooting Application Installation
    • Exercise 2: Troubleshooting Windows Updates
    • Exercise 3: Troubleshooting AppLocker Policy Application
    • Exercise 4: Troubleshooting Application Startup
    After completing this module, students will be able to:
    • Troubleshoot issues with application installation.
    • Troubleshoot issues with application operations.
    • Apply application and Microsoft Windows updates.
    Module 9: Resolving Performance-Related Issues
    This module explains how to conduct proactive monitoring of your Microsoft Windows 7 computers to avoid performance-related problems. It also covers supporting users by optimizing Windows 7, and how to collect and interpret data that pertains to performance characteristics.

    Lessons

    • Lesson 1: Configuring Performance Options in Windows 7
    • Lesson 2: Monitoring Reliability and Performance
    • Lesson 3: Overview of Event Viewer
    Lab : Resolving Performance-Related Issues
    • Exercise: Resolving a Performance Problem
    • After completing this module, students will be able to:
    • Configure performance options in Windows 7.
    • Monitor reliability and performance of Windows 7 computers.
    • Use Event Viewer to identify and help resolve problems with Windows 7 computers.
    Module 10: Appendix A: Implementing a Troubleshooting Methodology
    This supplementary material / optional Module covers the responsibilities of an enterprise desktop support technician (EDST), the benefits of developing a troubleshooting methodology,and the benefits of following the procedures laid down in that methodology.

    Lessons
    • Lesson 1: Introduction to the Enterprise Desktop Support Technician Job Role
    • Lesson 2: Overview of Troubleshooting Steps
    After completing this module, students will be able to:
    • Describe the job role of the EDST.
    • Describe the steps of a typical troubleshooting methodology.

    Prerequisites & Certificates
    Pre-Requisites

    * In addition to their professional experience, students who attend this training should already have the following technical knowledge: - Networking fundamentals,including TCP/IP/User Datagram Protocol (UDP), Domain Name System (DNS) - Microsoft Active Directory principles and management - Microsoft Windows Server 2008 fundamentals - Microsoft Windows Client fundamentals - Fundamentals of using the 2010 Microsoft Office system or the 2007 Microsoft Office system * Students who attend this training can meet the prerequisites by attending the following courses, or obtaining equivalent knowledge and skills: - Course 6292 Installing and Configuring Windows 7 Client - Course 6420 Fundamentals of Windows Server 2008

    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
    [ View Provider's Profile ]

    Reviews
     

    This course has not yet been rated by one of our members.

    If you have taken a course through this vendor please log into your account and leave feedback for this vendor. You will be helping ensure our members get directed to the best training facilities.

    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
    need-to-train-a-group-banner

    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.

    This page has been viewed 4628 times.