Microsoft Certified IT Professional (MCITP): Enterprise Desktop

Support Technician 7 M6293 70-685

Course Title: Troubleshooting and Supporting Windows 7 in the Enterprise

Course Code: M6293
Version: A
Level: 300
Duration: 3 Days

Course Overview

The Troubleshooting and Supporting Windows 7 in the Enterprise M6293 instructor-led training course has been designed to 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. By the end of the course, candidates will have been exposed to the process of establishing and using a troubleshooting methodology, and the job role and responsibilities of an Enterprise Desktop Support Technician. Additionally, candidates will be exposed to various troubleshooting tools and techniques that enable them to address the following Windows 7 issues such as: startup, group policy, hardware and device driver, performance, network connectivity, remote connectivity, user profile and logon, security and applications in an enterprise network environment.

Target Audience

Candidates who should consider attending the M6293 Microsoft training course are Enterprise Desktop Support Technicians (EDST) who provide Tier 2 support and Desktop Support Technicians (DST) in an Upper MORG Organization.

Course Objectives

On successfully completing the M6293 course candidates 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 Prerequisites

Candidates attending the M6293 Microsoft training course should have previously attended and completed courses M6292: Installing and Configuring Windows 7 Client and 6420: Fundamentals of Windows Server 2008, or possess the equivalent skills and knowledge.

Testing and Certification

The M6293 Microsoft training course is the recommended preparation for the 70-685: Pro: Windows 7, Enterprise Desktop Support Technician exam.

Course Content

Module 1: Resolving Startup Issues

In this module candidates will learn 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. The module 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, candidates 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

In this module candidates will learn 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, candidates 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

In this module candidates will learn about how to troubleshoot hardware failures, 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, candidates 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

In this module candidates will learn 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, candidates will be able to:

• Determine the network configuration of client computers
• Troubleshoot network connections

Module 5: Resolving Remote Connectivity Issues

In this module candidates will learn 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, candidates 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

In this module candidates will learn 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, candidates 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

In this module candidates will learn 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, candidates 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

In this module candidates will learn how to support the installation and operations of applications. The module 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, candidates 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

In this module candidates will learn how to conduct proactive monitoring of Microsoft Windows 7 computers to avoid performance-related problems. It also covers supporting users by optimising 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, candidates 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