6293 Troubleshooting and Supporting Windows 7 in the Enterprise

Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

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.

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:

• 6292, Installing and Configuring Windows 7 Client
• 6420, Fundamentals of Windows Server 2008

After completing this course, students will be able to:

• Describe the processes of establishing and using a troubleshooting methodology, and define the EDST job role and responsibilities.
• Troubleshoot startup issues on a Windows 7 computer.
• Troubleshoot client-configuration failures and Group Policy object (GPO) application issues.
• Troubleshoot hardware device, device driver, and performance issues.
• Troubleshoot network connectivity issues.
• Troubleshoot remote connectivity issues.
• Troubleshoot logon and resource access issues.
• Troubleshoot security system issues, such as Encrypting File Systems (EFS) BitLocker Drive Encryption, and file permissions.
• Troubleshoot operating system and applications issues.

Module 1: Implementing a Troubleshooting Methodology

Lesson 1: Introduction to the EDST Job Role
Lesson 2: Overview of Troubleshooting Steps

Module 2: Troubleshooting Startup Issues

Lesson 1: Overview of the Windows 7 Recovery Environment
Lesson 2: Configuring and Troubleshooting Startup Settings
Lesson 3: Troubleshooting Operating System Services Issues
Lab: Troubleshooting Startup Issues
Exercise 1: Resolving a Startup Problem (1)
Exercise 2: Resolving a Startup Problem (2)

Module 3: Using Group Policy to Centralize Configuration

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 (1)
Exercise 2: Resolve Group Policy Application (2)

Module 4: Troubleshooting Hardware Device, Device Driver, and Performance Issues

Lesson 1: Overview of Hardware Troubleshooting
Lesson 2: Troubleshooting Physical Failures
Lesson 3: Monitoring Reliability and Performance
Lesson 4: Configuring Performance Options in Windows 7
Lesson 5: Troubleshooting Device Driver Failures
Lab: Lab A: Resolving Hardware Device and Device Driver Issues
Exercise 1: Resolving Hardware Issues
Exercise 2: Configuring Group Policy to Control Device installation (optional)
Lab: Lab B: Troubleshooting Performance-Related Issues
Exercise: Troubleshooting a Performance Problem

Module 5: Troubleshooting Network Connectivity Issues

Lesson 1: Determining Network Settings
Lesson 2: Troubleshooting Network Connectivity Issues
Lab: Troubleshooting Network Connectivity Issues
Exercise 1: Troubleshooting a Network Problem (1)
Exercise 2: Troubleshooting a Network Problem (2)

Module 6: Troubleshooting Remote Connectivity Issues

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

Module 7: Troubleshooting Logon and Resource Access Issues

Lesson 1: Troubleshooting User Logon Issues
Lesson 2: Troubleshooting User Profile Issues
Lesson 3: Troubleshooting File Access Issues
Lesson 4: Troubleshooting File Permissions Issues
Lesson 5: Troubleshooting Printer Access Issues
Lab: Troubleshooting Logon and Resource Access Issues
Exercise 1: Troubleshooting Offline Files
Exercise 2: Troubleshooting a Missing Drive Mapping
Exercise 3: Troubleshooting Missing Files in My Documents
Exercise 4: Troubleshooting a File Access Issue

Module 8: Troubleshooting Security Issues

Lesson 1: Recovering Files Encrypted by EFS
Lesson 2: Recovering BitLocker-Protected Drives
Lesson 3: Troubleshooting Internet Explorer and Content Access Issues
Lab: Troubleshooting Security Issues
Exercise 1: Recovering a BitLocker-Protected Drive
Exercise 2: Troubleshooting an Internet Explorer Security Issue

Module 9: Troubleshooting Operating System and Application Issues

Lesson 1: Troubleshooting Application Installation Issues
Lesson 2: Troubleshooting Application Operations Issues
Lesson 3: Applying Application and Windows Updates
Lab: Troubleshooting Operating System and Application Issues
Exercise 1: Troubleshooting Windows Updates
Exercise 2: Troubleshooting AppLocker Policy Application
Exercise 3: Troubleshooting Application Startup

Infero Training Ltd is based in the Lace Market in Nottingham. Training courses take place at the following locations including Nottingham, Derby, Loughborough, Mansfield, Chesterfield, Burton-on-Trent, Lincoln, Leicester, Sheffield, Stoke-on-Trent, Tamworth, Wolverhampton, Walsall, Birmingham, Solihul, Coventry, Nuneaton, Peterborough, Grantham.