Six Sigma |
Project Management (PMP®) |
ITIL® |
Quality Assurance (QA) |
1. Managing and Configuring New Software Installation Issues
• Introduction to Windows 7
• Selecting Computer Hardware
• Installing Windows 7
• Identifying Cause of and Resolving Desktop Application Issues
2. Identifying Cause of and Resolving Networking Issues
• Determining scope of issue; determining whether it’s a PC or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway
• checking which DNS is assigned; flushing the DNS cache; nslookup to DNS server; checking the DHCP scopes
• Resolving Client Configuration Failures and GPO Application Issues
3. Troubleshooting Hardware Device, Device Driver, and Performance Issues
• Hardware Troubleshooting
• Troubleshoot Physical Failures
• Monitor Reliability and Performance
• Configure Performance Options in Windows 7
• Troubleshoot Device Driver Failures
4. Troubleshooting Remote Connectivity Issues
• Troubleshoot VPN Connectivity Issues
• Using Remote Desktop
• Troubleshoot User Issues by Using Remote Assistance
• Troubleshoot DirectAccess Issues
5. Troubleshooting Logon and Resource Access Issues
• Troubleshoot User Logon Issues
• Troubleshoot User Profile Issues
• Troubleshoot File Access Issues
• Troubleshoot File Permissions Issues
• Troubleshoot Printer Access Issues
6. Troubleshooting Security Issues
• Recover Files Encrypted by EFS
• Recover BitLocker-Protected Drives
• Troubleshoot Internet Explorer and Content Access Issues
7. Troubleshooting Operating System and Application Issues
• Troubleshoot Application Installation Issues
• Troubleshoot Application Operations Issues
• Apply Application and Windows Updates
8. Assessing Application Compatibility in Windows 7
• Application Compatibility
9. Designing, Configuring, and Managing the Client Environment
• Planning Client Configuration
• Design and Configure Standard System Settings
• Design and Configure Internet Explorer Settings
• Design and Configure Security Settings
• Design and Implement Group Policy
• Troubleshoot Group Policy
10. Planning and Deploying Applications and Updates to Windows 7 Clients
• Determine the Application Deployment Method
• Deploy Office 2010
• Plan and Configure Desktop Updates by Using WSUS
• At least one to three years of experience installing, configuring, and administering clients in a Windows networked environment
• Experience deploying operating systems and applications
Credit Toward Certification
Exam 70-685: Pro: Windows 7, Enterprise Desktop Support Technician: counts as credit toward the following certification(s):
Microsoft Certified IT Professional (MCITP): Enterprise Desktop Support Technician 7
• Candidates for this exam support end users who run Microsoft Windows 7 in a corporate environment. They should have experience using applications that are included with the operating system, such as productivity applications used in a corporate environment and Microsoft Office applications.
• Candidates should be able to resolve operating system issues by telephone, email, connecting to an end user's system remotely, or by visiting an end user's desktop. They should have a working knowledge of operating in an Active Directory domain environment.
Links:
[1] http://www.htinstitute.com/vendors/microsoft
[2] http://www.htinstitute.com/htnteam/operating-systems