Exam 70-685: Windows 7 Enterprise Desktop Support Technician Revised and Expanded Version with Lab Manual Set(Microsoft Official Academic Course Series)

This Microsoft Official Academic Course (MOAC) 70-685 Windows 7 Enterprise Desktop Support Technician, Revised First Edition fully prepares your students as they master the necessary skills for their MOAC Windows Server MCTS certification exam. This new edition contains a large number of new labs with an even greater emphasis on the troubleshooting tasks that students will encounter as they learn the skills of a desktop support technician. The labs will continue to support their corresponding textbook lessons and will provide students the opportunity to explore Windows 7 troubleshooting issues in great detail.

Table of Contents:
Lesson 1: Introduction to Windows 7 1 Objective Domain Matrix 1 Key Terms 1 Introducing Windows 7 2 Selecting Computer Hardware 2 Installing Windows 7 7 Using the Control Panel 8 Looking at User Account Control 10 Configuring System Settings 12 Changing Computer Name and Domain Settings 12 Changing Date and Time 14 Using the Action Center 14 Troubleshooting Using the Control Panel 16 Using Microsoft Management Console and Administrative Tools 16 Using Computer Management Console 18 Looking at Services 18 Looking at the Registry 20 Using a Troubleshooting Methodology 22 Viewing System Information 23 Using the Event Viewer 24 Skill Summary 26 Knowledge Assessment 27 Case Scenarios 29 Lesson 2: Resolving IP Connectivity Issues 30 Objective Domain Matrix 30 Key Terms 30 Connecting to a Network 31 Understanding TCP/IP 31 Looking at IPv4 Networks 32 Using Private Networks and NAT 33 Looking at IPv6 Networks 34 Using the Default Gateway 35 Understanding Name Resolution 35 Configuring IP Address Settings 37 Managing Network Discovery and Sharing Services 40 Understanding Ports 41 Troubleshooting IP Network Problems 42 Viewing IP Configuration 43 Testing Network Connectivity 44 Testing Name Resolution 46 Viewing Port Usage 48 Skill Summary 50 Knowledge Assessment 51 Case Scenarios 53 Lesson 3: Understanding Workgroups and Active Directory 54 Objective Domain Matrix 54 Key Terms 54 Introducing Workgroups and Non-Domain Computers 55 Understanding Authentication and Logins 55 Using the User Accounts Control Panel 56 Using the Local Users and Groups Snap-In 58 Utilizing User Profiles 60 Utilizing Credential Manager 61 Introducing Directory Services with Active Directory 61 Understanding Active Directory Domains 62 Introducing Domain Controllers 62 Looking at Organizational Units 63 Examining Objects 64 Using Groups 67 Introducing Group Policies 68 Understanding Rights versus Permissions 70 Utilizing Account Lockout Policies 72 Utilizing Password Control 73 Understanding Auditing 74 Troubleshooting Authentication Issues 76 Skill Summary 77 Knowledge Assessment 78 Case Scenarios 80 Lesson 4: Troubleshooting Mobile Connectivity Problems 81 Objective Domain Matrix 81 Key Terms 81 Introducing Windows 7 and Wireless Technology 82 Understanding Wireless Standards 82 Utilizing Wireless Security 83 Configuring Wireless Adapters 84 Using Group Policies and Scripts to Configure Wireless Settings 86 Creating a Bootstrap Wireless Profile 88 Troubleshooting Wireless Connection Problems 89 Introducing Remote Access 90 Tunneling Protocols 91 Working with Authentication and Authorization 92 Using Split Tunneling 93 Troubleshooting VPN Client Connectivity 94 Understanding DirectAccess 95 Looking at the DirectAccess Connection Process 96 Troubleshooting DirectAccess 96 Skill Summary 97 Knowledge Assessment 100 Case Scenarios 102 Lesson 5: Troubleshooting Hardware Issues 103 Objective Domain Matrix 103 Key Terms 103 Troubleshooting Hardware Devices 103 Using Memory Diagnostic Tool 104 Resolving Faulty Power Problems 105 Testing Drives 106 Troubleshooting Ports, Video, and Sound 108 Managing Devices and Device Drivers 109 Using Plug and Play Devices 109 Using Signed Drivers 110 Using Devices and Printers 110 Using Device Manager 111 Skill Summary 114 Knowledge Assessment 115 Case Scenarios 117 Lesson 6: Troubleshooting Startup Problems 118 Objective Domain Matrix 118 Key Terms 118 Understanding the Boot Process 118 Using BCDEdit 119 Using the Advanced Boot Menu 122 Using System Configuration 124 Using Windows 7 Repair Tools 126 Running Startup Repair 127 Using the BootRec Command 128 Skill Summary 129 Knowledge Assessment 130 Case Scenarios 132 Lesson 7: Understanding and Troubleshooting File Access 133 Objective Domain Matrix 133 Key Terms 133 Understanding NTFS 134 Looking at NTFS Permissions 134 Understanding Effective NTFS Permissions 137 Copying and Moving Files 140 Looking at Folder and File Owners 140 Sharing Drives and Folders 141 Using Homegroups 141 Using Public Sharing 143 Using Basic Sharing 144 Using Advanced Sharing 144 Looking at Special and Administrative Shares 146 Troubleshooting File Access Problems 146 Understanding Backups 147 Defining Backup Items 147 Understanding Backup Methods 147 Using Microsoft Windows Backup 148 Using System Protection and Restore Points 149 Understanding File Access Auditing 152 Skill Summary 153 Knowledge Assessment 154 Case Scenarios 156 Lesson 8: Troubleshooting Printer Problems 157 Objective Domain Matrix 157 Key Terms 157 Using Printers 157 Installing Printers 158 Looking at Printer Properties 162 Understanding Printer Permissions 164 Managing the Print Jobs 164 Using Printer Priorities and Scheduling 166 Using Internet Printing 167 Troubleshooting Network Printing 168 Understanding Printer Auditing 169 Skill Summary 169 Knowledge Assessment 170 Case Scenarios 172 Lesson 9: Dealing with Software Issues 173 Objective Domain Matrix 173 Key Terms 173 Installing Programs, Roles, and Features 174 Managing Programs 174 Configuring Application Compatibility 175 Using Program Compatibility Troubleshooter 175 Setting Compatibility Modes 175 Configuring Application Compatibility Policies 177 Using the Application Compatibility Toolkit 178 Using Windows XP Mode 179 Restricting Applications 181 Understanding Software Restriction Policies 181 Using AppLocker 183 Troubleshooting Applications 184 Skill Summary 185 Knowledge Assessment 186 Case Scenarios 188 Lesson 10: Dealing with Performance Issues 189 Objective Domain Matrix 189 Key Terms 189 Understanding Performance 189 Using Windows Experience Index 190 Understanding Virtual Memory and Paging File 191 Using Task Manager 192 Using Performance Monitor 194 Using Resource Monitor 196 Understanding Power Management 197 Understanding Power Plans 198 Troubleshooting Performance Problems 202 Skill Summary 202 Knowledge Assessment 203 Case Scenarios 205 Lesson 11: Troubleshooting Internet Explorer 206 Objective Domain Matrix 206 Key Terms 206 Administering Internet Explorer 206 Configuring Compatibility Mode 207 Managing Add-Ons 208 Looking at RSS Feeds 212 Securing Internet Explorer 213 Utilizing Cookies and Privacy Settings 213 Examining Content Zones 217 Using Dynamic Security and Protected Mode 219 Understanding SmartScreen Filters and Phishing 220 Working with SSL and Certificates 221 Skill Summary 222 Knowledge Assessment 223 Case Scenarios 225 Lesson 12: Resolving Security Issues 226 Objective Domain Matrix 226 Key Terms 226 Introducing Security 227 Looking at Malicious Software 228 Identifying Types of Malware 228 Identifying Symptoms of Malware 230 Protecting Yourself from Malware 231   Removing Malware 235 Looking at a Virus Hoax 236 Understanding Windows Updates 236 Understanding Encryption 239 Using File Encryption with NTFS 240 Using Disk Encryption with Windows 7 242 Skill Summary 245 Knowledge Assessment 247 Case Scenarios 249 Index 251

About the Author :
The Microsoft Official Academic Course series is a complete program for instructors and institutions to prepare and deliver great courses on Microsoft software technologies. With MOAC, we recognize that, because of the rapid pace of change in the technology and curriculum developed by Microsoft, there is an ongoing set of needs beyond classroom instruction tools for an instructor to be ready to teach the course. MOAC endeavors to provide solutions for all these needs in a systematic manner in order to ensure a successful and rewarding course experience for both instructor and student—technical and curriculum training for instructor readiness with new software releases, the software itself for student use at home for building hands-on skills, assessment and validation of skill development, and a great set of tools for delivering instruction in the classroom and lab. All are important to the smooth delivery of an interesting course on Microsoft software, and all are provided with the Microsoft Official Academic Course program.