This three-day course provides students with the knowledge and skills to successfully maintain and troubleshoot Windows Vista computers. It will provide them with the knowledge and skills necessary to identify technical problems that can occur in organizations client computers. The course will focus on five main troubleshooting areas: Operating system, hardware, networking, security, applications. It will also provide the knowledge and skills necessary to monitor and maintain Windows Vista client computers.

Doelgroep

The audience of this course is experienced enterprise level IT Professionals who focus on a broad range of desktop operating system, desktop application, mobile device, networking, and hardware support issues. As working professionals, students must combine technical expertise with problem solving and decision making skills and a deep understanding of their business and technical environments to quickly resolve support issues. They consider all variables, justify resolutions with a logical troubleshooting approach, and relate tradeoffs to business and technical requirements and constraints.

Voorkennis

Before attending this course, students must have:

• Experience supporting previous versions of the Windows operating system.
• Familiarity with an I.T. helpdesk ticketing system.
• Experience researching online and local knowledge bases.
• Experience running commands from a command window. For example, DOS command prompt.
• Familiarity with PC hardware and devices. For example, ability to use Windows device manager and look for unsupported devices.
• Basic TCP/IP knowledge. For example, that you need to have a valid IP address.
• Basic Windows and Active Directory knowledge. For example, domain user accounts, domain vs. local user accounts, user profiles, and group membership.
• Fundamentals of applications. For example, client/server applications (how client communicates with the server).
• Experience reviewing logs. Know that there is a chronology, sequential order, severity, etc.

Module 1: A Troubleshooting Methodology
This module explains what a troubleshooting methodology is and its role in an enterprise and how it can be used to improve the support function within and organization.

Lessons

• Overview of a Troubleshooting Methodology
• Overview of Troubleshooting Stages
• Troubleshooting Component Areas

Module 2: Troubleshooting Operating Systems
This module explains how to identify and troubleshoot issues that affect the operating systems ability to boot and the services that it is running.

Lessons

• Overview of the Windows Vista Startup Process
• Troubleshooting the Windows Vista Startup Process with WinRE
• Troubleshooting Operating System Services

Module 3: Troubleshooting Hardware
This module explains how to troubleshoot hardware related problems and how to use Windows Vista tools to troubleshoot device problems.

Lessons

• Overview of Troubleshooting Hardware
• Dealing with Physical Failures
• Dealing with Device Driver Failures
• Troubleshooting Print Devices
• Troubleshooting BitLocker Protected Computers

Module 4: Troubleshooting Networks
This module explains how to identify the most likely cause of network problems in a number of given network scenarios.

Lessons

• Determining Network Settings
• How to Troubleshoot Network Connections

Module 5: Troubleshooting Security Issues
After completing this module, students will be able to troubleshoot issues that are caused by security related configurations such as User Account Control (UAC) and Windows Firewall.

Lessons

• Overview of User Account Control
• Troubleshooting User Account Control
• Troubleshooting Windows Firewall
• Troubleshooting Windows Defender

Module 6: Troubleshooting Applications
After completing this module, students will be able to troubleshoot issues that are caused by applications that are causing problems running on Windows Vista.

Lessons

• Overview of Application Troubleshooting
• Web Application Troubleshooting

Module 7: Maintaining and Optimizing Windows Vista
After completing this module, students will be able to identify tools that can be used to maintain a healthy operating system and optimize its performance.

Lessons

• Maintaining Windows Vista
• Optimizing Windows Vistas Performance
• Monitoring Windows Vista