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Supporting Users Running the Microsoft Windows XP Operating System

Prerequisites: 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.

Duration: 3 Days

 

Chapter1: Introduction to Supporting Users

• The Desktop Support Technician
• The Windows Desktop Operating Systems
• Tools for Troubleshooting Windows Desktop Operating Systems

Chapter 2: Resolving Installation Issues

• Preparing for Installation
• Preparing the Hard Disk for Installation
• How the Installation Process Works
• Troubleshooting an Attended Installation
• Troubleshooting an Upgrade
• Troubleshooting an Unattended Installation
• Troubleshooting the Boot Process

Chapter 3: Resolving Desktop Management Issues

• Troubleshooting Logon
• Troubleshooting User Configuration
• Troubleshooting Multilingual Configuration
• Troubleshooting Security and Local Policy Settings
• Troubleshooting System Performance
• Resolving Desktop Management Issues

Chapter 4: Resolving 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

Chapter 5: Resolving Hardware Issues

• Managing Drivers
• Troubleshooting Storage Devices
• Troubleshooting Display Devices
• Troubleshooting Import and Output (I/O) Devices
• Troubleshooting Advanced Configuration and Power Interface (ACPI)

Chapter 6: Resolving Print Issues

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

Chapter 7: Resolving Network Connectivity Issues

• Applying the OSI Model
• Managing Computer Addressing
• Managing Name Resolution
• Troubleshooting Remote Connection Issues