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MS-6293 - Troubleshooting and Supporting Windows 7 in the Enterprise

This course is designed for Information Technology (IT) professionals who have experience with Windows XP and Windows Vista who work as Windows 7 Enterprise Desktop Support Technicians (EDSTs) in Tier 2 support environments. The goal of this training is to enable these individuals to support the Windows 7 operating system and solve technical troubleshooting problems in a Windows 7 and Windows Server 2008 R2 networking environment.

This course helps candidates prepare for Exam 70-685, the final requirement for the Enterprise Desktop Support Technician (EDST) professional credential.

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In addition to their professional experience, students who attend this training should already have the following technical knowledge:
  • Networking fundamentals, including TCP/IP/User Datagram Protocol (UDP), Domain Name System (DNS)

  • - Microsoft Active Directory principles and management
    - Microsoft Windows Server 2008 fundamentals
    - Microsoft Windows Client fundamentals
    • Fundamentals of using the 2010 Microsoft Office system or the 2007 Microsoft Office system

    • Students who attend this training can meet the prerequisites by attending the following courses, or obtaining equivalent knowledge and skills:
      • Course 6292A: Installing and Configuring Windows 7 Client
      • Course 6420B: Fundamentals of Windows Server 2008

Detailed Class Syllabus

Module 1: Implementing a Troubleshooting Methodology

Lesson 1: Introduction to the EDST Job Role
Lesson 2: Overview of Troubleshooting Steps

Module 2: Troubleshooting Startup Issues

Lesson 1: Overview of the Windows 7 Recovery Environment
Lesson 2: Configuring and Troubleshooting Startup Settings
Lesson 3: Troubleshooting Operating System Services Issues

Module 3: Using Group Policy to Centralize Configuration

Lesson 1: Overview of Group Policy Application
Lesson 2: Resolving Client Configuration Failures and GPO Application Issues

Module 4: Troubleshooting Hardware Device, Device Driver, and Performance Issues

Lesson 1: Overview of Hardware Troubleshooting
Lesson 2: Troubleshooting Physical Failures
Lesson 3: Monitoring Reliability and Performance
Lesson 4: Configuring Performance Options in Windows 7
Lesson 5: Troubleshooting Device Driver Failures

Module 5: Troubleshooting Network Connectivity Issues

Lesson 1: Determining Network Settings
Lesson 2: Troubleshooting Network Connectivity Issues

Module 6: Troubleshooting Remote Connectivity Issues

Lesson 1: Troubleshooting VPN Connectivity Issues
Lesson 2: Using Remote Desktop
Lesson 3: Troubleshooting User Issues by Using Remote Assistance
Lesson 4: Troubleshooting NAP Issues
Lesson 5: Troubleshooting DirectAccess Issues

Module 7: Troubleshooting Logon and Resource Access Issues

Lesson 1: Troubleshooting User Logon Issues
Lesson 2: Troubleshooting User Profile Issues
Lesson 3: Troubleshooting File Access Issues
Lesson 4: Troubleshooting File Permissions Issues
Lesson 5: Troubleshooting Printer Access Issues

Module 8: Troubleshooting Security Issues

Lesson 1: Recovering Files Encrypted by EFS
Lesson 2: Recovering BitLocker-Protected Drives
Lesson 3: Troubleshooting Internet Explorer and Content Access Issues

Module 9: Troubleshooting Operating System and Application Issues

Lesson 1: Troubleshooting Application Installation Issues
Lesson 2: Troubleshooting Application Operations Issues
Lesson 3: Applying Application and Windows Updates