This three-day instructor led course is to provide individuals who are new to Microsoft Windows
XP with the knowledge and skills necessary to troubleshoot basic problems end users will face while running
Microsoft Windows XP Professional in an Active Directory® network environment, or Windows XP Home edition in a
workgroup environment. This is an introductory course designed to provide an overview of operating system
concepts and how to troubleshoot Windows XP. This is the first course in the Microsoft Certified Desktop
Support Technician curriculum.
Before attending this course, students should have:
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
Module 1: Introduction to Supporting Users
The Desktop Support Technician
The Windows Desktop Operating Systems
Tools for Troubleshooting Windows Desktop Operating Systems
Module 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
Module 3: Resolving Desktop Management Issues
Troubleshooting User Configuration
Troubleshooting Multilingual Configuration
Troubleshooting Security and Local Policy Settings
Troubleshooting System Performance
Resolving Desktop Management Issues
Module 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
Module 5: Resolving Hardware Issues
Troubleshooting Storage Devices
Troubleshooting Display Devices
Troubleshooting Import and Output (I/O) Devices
Troubleshooting Advanced Configuration and Power Interface (ACPI)
Module 6: Resolving Print Issues
Installing Local and Network Printers
Troubleshooting Printer Drivers
Troubleshooting Printers and Print Jobs
Module 7: Resolving Network Connectivity Issues
Applying the OSI Model
Managing Computer Addressing
Managing Name Resolution
Troubleshooting Remote Connection Issues
Forsythes Training provides instructor led computer training on the Microsoft Office and Adobe range of applications. We service Newcastle, the Hunter Valley, Lake Macquarie and the Central and Northern Coasts of New South Wales (NSW) Australia.With our mobile training room we can provide a range of courses on-site at your premises.