New Horizons Computer Learning Center
410-597-9722

2261: Supporting Users Running the Microsoft Windows XP Operating System

Course Length: 3 Days

Overview:
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.

Prerequisites:
Basic experience using a Microsoft Windows Operating system such as Windows XP
Basic understanding of Microsoft Office applications and Microsoft Windows accessories, including Internet Explorer
Basic understanding of core operating system technologies including installation and configuration
Basic understanding of hardware components and their functions
Basic understanding of the major desktop components and interfaces, and their functions
Basic understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) settings
How to use command-line utilities to manage the operating system
Basic understanding of technologies that are available for establishing Internet connectivity

Course Objectives:
Upon successful completion of this course, students will be able to:

• Perform and troubleshoot an attended installation of the Windows XP operating system
• Perform post installation configuration (user configuration, apply service packs, etc)
• 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
• Configuring and Troubleshooting Hardware Devices and Drivers
• Configure and troubleshoot storage devices
• Configure and troubleshoot display devices
• Troubleshooting Network Protocols and Services
• Configure and troubleshoot Advanced Configuration and Power Interface (ACPI)
• Configure and troubleshoot input and output (I/O) devices
• Configure support for multiple languages or multiple locations
• Troubleshoot security settings and local security policy
• Configure and troubleshoot local user and group accounts
• Troubleshoot the TCP/IP protocol
• Configure and troubleshoot Windows Firewall (ICF) settings
• Troubleshoot name resolution issues
• Configure and troubleshoot remote connections
• Configure and troubleshoot end user systems using remote Desktop and Remote Assistance

Course Content

Lesson 1: Introduction to the Desktop Support Technical Role and Environment

• Examining the Desktop Support Technician Role
• The Windows Desktop Support Environment
• Interacting with Users

Lesson 2: Exploring and Configuring the Windows XP User Interface

• Exploring and Configuring the Windows XP Desktop Environment
• Examining Control Panel Organizational Views
• Lab: Exploring and Configuring the Windows XP User Interface

Lesson 3: Resolving Desktop Management Issues

• Desktop Management Concepts
• Troubleshooting User Logon Issues
• Troubleshooting User Configuration Issues
• Troubleshooting Security Issues
• Troubleshooting System Performance
• Lab: Resolving Desktop Management Issues

Lesson 4: Resolving Network Connectivity Issues

• Managing Computer Addressing Issues
• Troubleshooting Name Resolution Issues
• Troubleshooting Remote Network Connectivity Issues
• Lab: Resolving Network Connectivity Issues

Lesson 5: Resolving Hardware Issues

• Managing Drivers
• Troubleshooting Drivers by Using Safe Mode
• Troubleshooting Storage Devices
• Troubleshooting Display Devices
• Troubleshooting I/O Devices
• Troubleshooting ACPI
• Lab: Resolving Hardware Issues

Lesson 6: 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
• Lab: Resolving File and Folder Issues

Lesson 7: Resolving Printer Issues

• Installing Local and Network Printers
• Troubleshooting Printer Drivers
• Troubleshooting Printers and Print Jobs
• Lab: Resolving Printer Issues

Lesson 8: Resolving Installation Issues

• Pre-Installation Tasks
• Troubleshooting an Attended Installation
• Troubleshooting an Upgrade
• Troubleshooting an Unattended Installation
• Troubleshooting the Boot Process
• Lab: Resolving Installation Issues

6940 Tudsbury Road, Baltimore, MD 21244
P: 410-597-9722
www.nhbaltimore.com