Microsoft Course 2261- Supporting Users Running the Microsoft Windows XP Operating System

2261 - Supporting Users Running the Microsoft Windows XP Operating System

Course duration: 3 days

Course 2261 Locations

Course outline:

This instructor led XP user support 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 Windows user support training 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.

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

Prerequisites :

Before attending this Windows user support course, students are expected to have:

Basic experience using a Microsoft Windows Operating system such as Microsoft Windows XP.
A basic understanding of Microsoft Office applications and Microsoft Windows accessories, including Internet Explorer.
Basic understanding of core operating system technologies including installation and configuration.
A basic understanding of hardware components and their functions.
A basic understanding of the major desktop components and interfaces, and their functions.
A basic understanding of TCP/IP settings.
How to use command-line utilities to manage the operating system.
A basic understanding of technologies that are available for establishing Internet connectivity.

Objectives:

On completion of this Windows XP user support course, students should 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 analyse 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.

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

This unit 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

Unit 2: Exploring and Configuring the Windows XP User Interface

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

Exploring and Configuring the Windows XP Desktop Environment
Examining Control Panel Organisational Views

Unit 3: Resolving Desktop Management Issues

After completing this unit, 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

Unit 4: Resolving Network Connectivity Issues

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

Managing Computer Addressing Issues
Troubleshooting Name Resolution Issues
Troubleshooting Remote Network Connectivity Issues

Unit 5: Resolving Hardware Issues

After completing this unit, 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

Unit 6: Resolving File and Folder Issues

After completing this unit, 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

Unit 7: Resolving Printer Issues

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

Installing Local and Network Printers
Troubleshooting Printer Drivers
Troubleshooting Printers and Print Jobs

Unit 8: Resolving Installation Issues

After completing this unit, 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

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Course Schedule

Unfortunately we do no have any courses scheduled at this time. Please email us your requirements and we will endeavour to provide this course for you.