Day 1 - Monday

70-271 - Supporting Users and Troubleshooting a Microsoft Windows XP Operating System

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 Logon
• 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

Day 2 - Tuesday

Module 5: Resolving Hardware Issues

• Managing Drivers
• 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
• Auditing Printers

Module 7: Resolving Network Connectivity Issues

• Applying the OSI Model
• Managing Computer Addressing
• Managing Name Resolution
• Troubleshooting Remote Connection Issues

Day 3 - Wednesday

Testing: Exam 70-271

70-272 - Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System

Module 1: Introduction to Desktop Application Support

• Overview of Desktop Application Support
• Overview of the Windows System Architecture
• Overview of Application Installation

Module 2: Introduction to Troubleshooting Applications

• Troubleshooting MS-DOS-Based and Win16 Applications
• Troubleshooting Win32 Applications
• Troubleshooting Application Compatibility Issues
• Troubleshooting Security Issues Related to Applications

Day 4 - Thursday

Module 3: Supporting Microsoft Internet Explorer

• Configuring General Settings
• Configuring Security and Privacy Settings
• Configuring Content Settings
• Configuring Connectivity Settings
• Configuring Program and Advanced Settings
• Customizing Internet Explorer

Module 4: Supporting Outlook Express

• Configuring Outlook Express for Email
• Managing Outlook Express Data
• Configuring Outlook Express for Newsgroups

Module 5: Supporting Microsoft Office

• Introduction to Supporting Microsoft Office
• Supporting Office Installation
• Supporting an Upgrade
• Managing Office Security and Recoverability
• Managing Office Language Features

Day 5 - Friday

Module 6: Supporting Microsoft Outlook

• Configuring Outlook
• Managing Outlook Data
• Troubleshooting Outlook

Testing: Exam 70-272