2261 - Supporting Windows XP

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Conteúdo Programático
E-learning Oficial Microsoft: 2261: Supporting Users Running the Microsoft® Windows® XP Operating System

Curso online falado em inglês

In this course, you will learn to support users running the Microsoft® Windows® XP operating system. You will learn about the job duties of the Desktop Support Technician (DST), and you will resolve a variety of common desktop operating system issues, including issues related to installation, desktop management, file and folder access, hardware, printing, and network connectivity.

Modules & Lessons
Assessment Results

Course overview
Module Introduction

How to use this course

Course information

Exam preparation

Introduction to the Desktop Support Technician Role and Environment
Module Introduction

Examining the Desktop Support Technician Role
Lesson Introduction

What Is a Desktop Support Technician?

The Technical Support Structure

The Role of a Desktop Support Technician

Self Test

Examining the Desktop Support Environment
Lesson Introduction

The End-User Support Environment

The Corporate Support Environment

What Is MOF?

The Role of the Desktop Support Technician in MOF

Key Desktop Support Terms and Definitions

Self Test

Interacting with Users
Lesson Introduction

Desktop Support Technician Skills

Identifying the User Level of Expertise

How to Obtain Information from the User

User Expectations of the Desktop Support Technician

The Troubleshooting Process

How to Locate Troubleshooting Information

Self Test

Module Summary

Exploring and Configuring the Windows XP User Interface
Module Introduction

Exploring and Configuring the Windows XP Desktop Environment
Lesson Introduction

Introduction to the Windows XP Operating Systems

How to Identify the Operating System

How to Customize the Desktop

How to Customize the Start Menu

How to Customize the Taskbar

Self Test

Examining Control Panel Organizational Views
Lesson Introduction

Control Panel in Category View

Control Panel in Classic View

Self Test

Lab: Exploring and Configuring the Windows XP User Interface
Lesson Introduction

Exercise: Customizing the Desktop and Toolbars

Exercise: Customizing Control Panel and Folder View Appearance

Lab Review

Module Summary

Resolving Desktop Management Issues
Module Introduction

Computer Environment Concepts
Lesson Introduction

The Domain Environment

The Workgroup Environment

The Differences Between a Domain and a Workgroup

How to Determine Computer Environment

Self Test

User Account Concepts
Lesson Introduction

What Are User Accounts?

What Are User Rights?

What Are User Profiles?

How to Copy a User Profile

How to Use Fast User Switching

Self Test

Troubleshooting User Logon Issues
Lesson Introduction

Logon and Authentication

How to Reset Passwords

How to Create a Password Reset Disk

How to Troubleshoot User Logon Issues

How to Troubleshoot Domain Logon Issues

How to Troubleshoot Password-Related Issues

Self Test

Configuring and Migrating Files, Folders, and Settings
Lesson Introduction

How to Configure Folder Views

Accessibility Settings

How to Migrate User Information

Files and Settings Transfer Wizard

User State Migration Tool

Self Test

Troubleshooting User Configuration Issues
Lesson Introduction

Windows XP Language Options

Regional and Language Options

How to Configure the User Interface Language

How to Troubleshoot User Configuration Issues

Self Test

Troubleshooting Security Issues
Lesson Introduction

Windows XP Security in a Local Security Environment

Local Security Settings

Windows XP Security in a Domain Environment

Tools for Troubleshooting Group Policy

How to Audit Events

How to Troubleshoot Security Issues

Self Test

Protecting a Computer on the Internet
Lesson Introduction

Internet Explorer Security Zones

How to Enable Windows Firewall

How to set a proxy in Internet Explorer

Software Security Tools

Self Test

Troubleshooting System Performance
Lesson Introduction

What Is a Performance Baseline?

Tools for Maintaining System Performance

Tools for Troubleshooting System Performance

How to Troubleshoot System Performance

Self Test

Lab: Resolving Desktop Management Issues
Lesson Introduction

Exercise: Troubleshooting Domain Logon Issues

Exercise: Troubleshooting a User Profile Issue

Exercise: Troubleshooting Multilingual Issues

Exercise: Troubleshooting File and Printer Issues Caused by Firewalls

Lab Review

Module Summary

Resolving Network Connectivity Issues
Module Introduction

Introduction to TCP/IP
Lesson Introduction

How TCP/IP Works

What Is a TCP/IP Address?

How TCP/IP Addresses Are Assigned

Self Test

Managing Computer Addressing
Lesson Introduction

What Is IPConfig?

How to Identify a TCP/IP Address

How to Configure a TCP/IP Address

How to Renew a TCP/IP Address Lease

Self Test

Troubleshooting Network Connectivity Issues
Lesson Introduction

What is Ping?

How to Use Ping to Troubleshoot Network Connectivity Issues

How to use an IP address to troubleshoot a network connectivity issue

Self Test

Troubleshooting Name Resolution Issues
Lesson Introduction

What Is Name Resolution?

How Client Names Are Resolved

How to Use Net Config and Nbtstat for Name Resolution

How to Use Nslookup for Name Resolution

Self Test

Establishing Remote Network Connections
Lesson Introduction

Types of Remote Connections

What Is Connection Manager?

How to Configure a VPN Connection

How to Configure an ICS Connection

How to Configure a Dial-Up Connection

Self Test

Troubleshooting Remote Connection Issues
Lesson Introduction

What Is Remote Desktop?

How to Use Remote Desktop

What Is Remote Assistance?

How to Use Remote Assistance

How to Troubleshoot Remote Connection Issues

Self Test

Lab: Resolving Network Connectivity Issues
Lesson Introduction

Exercise: Troubleshooting TCP/IP Connections

Exercise: Troubleshooting a Name Resolution Issue

Lab Review

Module Summary

Resolving Hardware Issues
Module Introduction

Managing Drivers
Lesson Introduction

What Is a Device Driver?

What Is Device Manager?

How to Manage Drivers

What Are Digitally Signed Drivers?

How to Adjust Digitally Signed Driver Policies

How to Troubleshoot Drivers

Self Test

Troubleshooting Drivers by Using Safe Mode
Lesson Introduction

What Is Safe Mode?

Tools to Use in Safe Mode

How to Use Safe Mode for Troubleshooting

Self Test

Troubleshooting Storage Devices
Lesson Introduction

Types of Storage Devices

What Are Basic Disks and Dynamic Disks?

How to Convert a Basic Disk to a Dynamic Disk

How to Import a Foreign Disk

How to Manually Assign Drive Letters

How to Troubleshoot Storage Devices

Self Test

Troubleshooting Display Devices
Lesson Introduction

Types of Display Devices

What Are Display Settings?

What Is VGA Mode?

What Is DirectX?

How to Troubleshoot Display Devices

Self Test

Troubleshooting I/O Devices
Lesson Introduction

Types of I/O Devices

What Is a Hardware Profile?

How to Troubleshoot I/O Devices

Self Test

Troubleshooting ACPI
Lesson Introduction

How to Configure Power Schemes

How to Troubleshoot ACPI

Self Test

Lab: Troubleshooting Hardware Issues
Lesson Introduction

Scenario

Exercise: Troubleshooting Hardware Issues

Lab Review

Module Summary

Resolving File and Folder Issues
Module Introduction

Managing Files and Folders
Lesson Introduction

Types of Files and Folders

How to Filter File and Folder Events in the Security Log

How to Troubleshoot File and Folder Management Issues

Self Test

Managing File and Folder Compression
Lesson Introduction

What Is File Compression?

How to Compress and Decompress Files, Folders, and Volumes

How to Troubleshoot File and Folder Compression

Self Test

Managing File and Folder Encryption
Lesson Introduction

What Is EFS?

How to Use EFS to Enable and Disable Encryption

What Is an EFS Recovery Agent?

How to Troubleshoot File and Folder Encryption

Self Test

Troubleshooting Access to Files and Folders
Lesson Introduction

What Are NTFS File and Folder Permissions?

How to View NTFS File and Folder Permissions

What Are Effective Permissions?

How to Modify Inherited Permissions

Consequences of moving and copying files and folders

How to Troubleshoot Access to Files and Folders

Self Test

Troubleshooting Access to Shared Files and Folders
Lesson Introduction

What Is File and Folder Sharing?

How to Share Files and Folders

How to Determine Effective Share Permissions

How to Map a Network Drive

How to Troubleshoot Access to Shared Files and Folders

Self Test

Troubleshooting Access to Offline Files
Lesson Introduction

What Are Offline Files?

How to Configure Offline File Settings

What Is Synchronization of Offline Files?

How to Define Cache Settings for Shared Folders

What Is the Folder Redirection Process?

How to Troubleshoot Access to Offline Files

Self Test

Lab: Resolving File and Folder Issues
Lesson Introduction

Exercise: Troubleshooting File and Folder Issues

Exercise: Troubleshooting Access to Shared Files and Folders

Exercise: Troubleshooting Offline Access to Files and Folders

Lab Review

Module Summary

Resolving Printer Issues
Module Introduction

Installing Local and Network Printers
Lesson Introduction

Printer Terminology

How to Install and Uninstall Local Printers

How to Install and Uninstall Network Printers

How to Troubleshoot Printer Installations

Self Test

Troubleshooting Printer Drivers
Lesson Introduction

What Is a Printer Driver?

How to Install Printer Drivers

How to Update Printer Drivers

How to Troubleshoot Printer Drivers

Self Test

Troubleshooting Printers and Print Jobs
Lesson Introduction

What Are Print Permissions?

How to Manage Print Permissions

How to Redirect Print Jobs

How to Move and Reset a Print Spooler

How to Troubleshoot Printers and Print Jobs

Self Test

Lab: Resolving Printer Issues
Lesson Introduction

Exercise: Applying Printer Permissions

Exercise: Troubleshooting Print Job Issues

Lab Review

Module Summary

Resolving Installation Issues
Module Introduction

PreInstallation Tasks
Lesson Introduction

Verify System Requirements and Hardware Compatibility

Choose a Disk Partition

Choose a File System

How to Activate Windows XP

Self Test

Updating Installations
Lesson Introduction

Windows Update

Automatic Update

How to Run Windows Update

How to Configure Automatic Update

How to Use Dynamic Update for Windows XP Setup

Self Test

Troubleshooting an Attended Installation
Lesson Introduction

How to Create Setup Boot Disks

How to Boot When the CD-ROM Drive Is Unavailable

How to Start Setup from MS-DOS

How to Configure a Computer to Run Multiple Operating Systems

How to Repair an Installation

How to Troubleshoot an Attended Installation

Self Test

Troubleshooting an Upgrade
Lesson Introduction

What Is Upgrade Advisor?

How to Uninstall an Upgrade

How to Troubleshoot an Upgrade

Self Test

Troubleshooting an Unattended Installation
Lesson Introduction

What Is an Unattended Installation?

Methods for Performing an Unattended Installation

Tools Used to Perform an Unattended Installation

Disk Imaging in an Unattended Installation

RIS in an Unattended Installation

How to Troubleshoot an Unattended Installation

Self Test

Troubleshooting the Boot Process
Lesson Introduction

What Is the Boot Process?

How to Use the Last Known Good Configuration

How to Use the Recovery Console to Resolve Startup Issues

How to Configure Automated System Recovery

How to Troubleshoot the Boot Process

Self test

Lab: Resolving Installation Issues
Lesson Introduction

Exercise: Creating and Formatting a Partition for an Operating System Installation

Exercise: Troubleshooting the Boot Process

Lab Review

Module Summary