Gain the knowledge and skills necessary
to troubleshoot basic problems end users
will face while running Windows XP Professional in an Active Directory network environment.

Through extensive hands-on exercises that simulate users’ real problems, you will learn to configure and maintain applications including Microsoft Office, Outlook Express, and Internet Explorer and other applications as well as diagnose and troubleshoot common operational problems.

Who Should Attend?

• New entrants to the IT industry with experience using Microsoft Office and Windows
  
  or
  
  
• Current call center technicians with 6 months experience

What You Will Accomplish

• Perform and troubleshoot installation of Windows XP
• Perform post installation configuration
• Answer end user questions related to upgrading from a Previous version of Windows
• Troubleshoot system startup and user logon problems
• Monitor and analyze system performance
• Monitor, manage and troubleshoot access to files and Folders.
• Troubleshoot connecting to local and network print Devices
• Configure/troubleshoot hardware devices and drivers
• Configure/troubleshoot storage and display devices
• Troubleshoot network protocols and services
• Configure/troubleshoot Advanced Configuration and Power Interface (ACPI)
• Configure/troubleshoot input and output (I/O) devices
• Configure support for multiple languages or multiple Locations.
• Troubleshoot security settings and local security policy
• Configure/troubleshoot local user and group accounts
• Troubleshoot the TCP/IP protocol
• Configure/troubleshoot Internet Connection Firewall (ICF) settings
• Troubleshoot name resolution issues
• Configure/troubleshoot remote connections
• Configure/troubleshoot end user systems using remote.
• Desktop and Remote Assistance
• Configure/troubleshoot applications
• Set application compatibility settings
• Troubleshoot application installation problems
• Configure/troubleshoot e-mail account configurations
• Configure/troubleshoot Internet Explorer (IE)
• Configure/troubleshoot Outlook Express
• Configure the operating system to support applications
• Configure/troubleshoot file system access and file
• Permission problems on multi-boot computers
• Resolve issues related to usability of applications
• Manage Outlook data, including configuring, importing
• And exporting data, and fixing corrupted data
• Resolve issues related to customizing IE
• Resolve issues related to customizing Outlook Express
• Resolve issues related to customizing the operating System.
• Configure/troubleshoot connectivity for applications
• Configure application security
• Identify/troubleshoot problems related to securityAnswer end user questions related to application
• Security settings.

What You Will Receive

• Each student will receive a copy of the Microsoft course manual for post-class reference and review.
  Follow-Up Courses
  
  
• 2274 Managing a Windows Server 2003 Environment

Course Syllabus

• Introduction to Supporting Users
  
• Resolve Installation Issues
• Resolve Desktop Management Issues
• Resolve File and Folder Issues
• Resolve Hardware Issues
• Resolve Print Issues
• Resolve Network Connectivity Issues.
• Introduction to Desktop Application Support
• Introduction to Troubleshooting Applications
• Support Internet Explorer
• Support Outlook Express
• Support Microsoft Office
• Support Microsoft Outlook
• System Installation