Windows 7, Enterprise Desktop Support Technician

Course Number : 70-685
Certification Exam
This course is preparation for the Microsoft Certified IT Professional (MCITP) Exam, Exam 70-
685: Pro: Windows 7, Enterprise Desktop Support Technician.
Course Overview
Exam 70-685 Pro: Windows 7, Enterprise Desktop Support Technician: counts as credit toward
the following certification(s):
MCITP: Enterprise Desktop Support Technician 7
Candidates for this exam support end users who run Microsoft Windows 7 in a corporate
environment. They should have experience using applications that are included with the
operating system, such as productivity applications used in a corporate environment and
Microsoft Office applications.
Candidates should be able to resolve operating system issues by telephone, email, connecting to
an end user’s system remotely, or by visiting an end user’s desktop. They should have a working
knowledge of operating in an Active Directory domain environment.
Course Outline
Course Introduction 4m
Course Introduction
Chapter 01 – Identifying Cause and Resolving Desktop 2hr 30m
Application Issues
Identifying Cause and Resolving Desktop Application Issues
Role of Enterprise Technician
Troubleshooting Windows 7
Programs Troubleshooting
Using a Troubleshooter
Demo – Troubleshooter
Problem Steps Recorder
Problem Steps Recorder Output
Demo – Problem Steps Recorder
Software Installation Methods
Installing Applications
Using Group Policy to Install Software
Demo – GPO Driver Installation
Other Group Policy Settings
Group Policy and Software Restrictions
Order of Software Restriction Policies Processing
Enforcement Rules
AppLocker Requirements
Creating AppLocker Rules Procedure Reference
Demo – AppLocker Rules
AppLocker Advantages
AppLocker Disadvantages
Installation Permissions and Compatibility
Mitigation of Compatibility Issues
Application Compatibility Options
Digital Signing Software
Program Compatibility – Control Panel
Application Compatibility Toolkit Features
Application Compatibility Toolkit (ACT)
Running Applications in Compatibility Mode
Demo – Compatibility Toolkit
Other Tools to Know About
User Account Control (UAC)
Demo – User Account Control
Windows Installer
Identifying Cause of and Resolving Desktop Application Issues
Running Legacy Applications
How to Update Applications
Application Updates
Windows Update
Demo – Windows Update
GPO Options – WSUS
WSUS Server Administrator
WSUS Options
Troubleshooting Windows Update
Windows Management Instrumentation (WMI)
WMI Tasks
Sample VB Script Using WMI
Internet Explorer
Internet Explorer Privacy Settings
Internet Explorer Add-Ons
Demo – Internet Explorer Add-Ons
Smart Screen Filter
Demo – Smart Screen Filter
Browsing History
Web Site Certificates
Group Policy Restrictions
Demo – Group Policy Restrictions
Restore Default Settings
Chapter 01 Review
Chapter 02 – Operating System Troubleshooting and Support 2hr 34m
Operating System Troubleshooting and Support
Startup Architecture
Windows Startup Recovery: Two Options
Windows Startup Recovery: Advanced Boot Options
Demo – Windows Advanced Startup Options F8
Recovery Tools in Windows RE
Demo – Windows RE
Windows System Restore
Demo – System Restore
Demo – BCDEdit
Demo – Editing BCD
Safe Mode Options
Identifying Software Update Level
Demo – Identifying Software Update Level
Working with Services
Configuring Services
Demo – Configuring Services
Finding Problems with Services
Ways to Disable Services
Demo – SC Query
OS Troubleshooters
Troubleshooting Pack Components
Event Viewer
Demo – Event Viewer
Event Log Configuration
Properties in Event Viewer
Event Viewer and Task Scheduler
Demo – Attach a Task in Event Viewer
Event Forwarding
Creating Event Subscriptions
Enabling Subscriptions for Event Forwarding
System Restore
Windows Experience Index
How Scores Work Together
Demo – Windows Experience Index
Windows 7 and Language Packs
New Features of Language Packs
Language Pack Deployment Options
Multilingual Deployments
Language Deployment
Test Environments
Windows Deployment Services
Unattended Setup – WDS
Microsoft Deployment Toolkit
ImageX Commands
ImageX Commands (Cont.)
Internet Explorer Compatibility
Enabling Compatibility
Demo – Internet Explorer Compatibility
Chapter 02 Review
Chapter 03 – Networking with Windows 7 3hr 17m
Networking with Windows 7
Windows 7 Network Access
Demo – Network and Sharing Center
Demo – Connect/Disconnect VPN
Link Layer Topology Discover (LLTD)
Troubleshooting: Wired Networks
Troubleshooting: Wireless
Wireless Signal Strength
Network Protocols
Wireless Security
Encryption Methods
Wireless Profiles – Manual Configuration
Demo – Wireless GPO
Automatic Configuration
Network Hardware
Network Architecture
Network Scope
TCP/IP Configuration
TCP/IP Utilities
Demo – TCP/IP Utilities
Demo – Telnet
Testing Connectivity with IPv4
Demo – Testing Connectivity
Name Resolution
Domain Name System (DNS)
Hosts File
Windows Internet Name Service (WINS)
Order of Name Resolution Methods
Link-local Multicast Name Resolution (LLMNR)
Troubleshooting: Name Resolution
Authentication of Connections
Network Profiles
Network Diagnostics
Remote Access Methods
VPN and Dial-up Authentication
Direct Access Configuration
Direct Access Authentication Methods
Connection Manager Administration Kit
Troubleshooting Remote Access
Branch Cache
Branch Cache – Configuration Options
Chapter 03 Review
Chapter 04 – Configuring Security and Troubleshooting Issues 1hr 56m
Configuring Security and Troubleshooting Issues
Certificate Types
Encrypting Files System
EFS Encryption Keys
Process of EFS
Recovery Agents
EFS Configuration
Best Practices for EFS
BitLocker Drive Encryption
BitLocker Recovery
How to Determine If Your Computer Has TPM
Group Policy Settings – BitLocker
BitLocker Best Practices
BitLocker to Go
Internet Explorer
Demo – Configuring Internet Explorer
User Account Control
Demo – Windows Advanced Firewall
Windows Firewall with Advanced Security
Create a New Rule
Conflicting Firewall Rules
Network Security Tools
Windows Defender
Demo – Netsh
Protecting the OS from Attacks
Types of Issues as a Result of Infection
Windows 7 Tools and Features
Demo – Registry Editor
Demo – Action Center
Demo – Windows 7 Action Center
Protecting the PC Proactively
Programs to Assist
Most Effective
Anti-Virus Software
Microsoft Security Essentials
Spyware and Preventative Measures
Internet Explorer Protection
How to Know If Your Infected
How to Respond to Infected PC
Chapter 04 Review
Chapter 05 – Supporting Mobile Users 1hr
Supporting Mobile Users
VPN Networking
VPN Protocols
VPN Authentication Methods
Network Policies
Network Policies Flow
Remote Desktop
Demo – Remote Desktop
Configure Remote Desktop through GPO
Demo – GPO – RDP
Remote Assistance
Configuring Remote Assistance with GPO
Network Access Protection
Troubleshooting NAP
Direct Access
DirectAccess Configuration Notes
Branch Cache
Setting Power Management
Demo – Power Management
Chapter 05 Review
Chapter 06 – Maintaining Hardware on Windows 7 1hr 52m
Maintaining Hardware on Windows 7
Types of Failures
Identifying Hardware Issues
Demo – Hardware Information
Troubleshooting Hardware
Devices Most Likely to Fail
Memory Failures
Hard Drive Failure
Demo – Hard Drives
Working with Hard Drive Issues
Network Card Issues
Power Supply Issues
Hardware Diagnostic Tools Summary
Resource Monitor
Demo – Resource Monitor
Performance Monitor
Demo – Performance Monitor
What Are Data Collector Sets?
Demo – Data Collector Sets
What Is Reliability Monitor?
Demo – Reliability Monitor
Performance Issues
Demo – Process Affinity
Common Components
Device Drivers
Removing Unsigned Drivers
Driver Verifier
Updating Drivers
Safe Mode
Safe Mode Notes
Legacy Programs with Driver Install
Configuring Page File
Demo – Virtual Memory
Power Management
Managing USB Devices
Windows 7 Clients and Printer Installation
Mobile Users and Printing
XPS Based Printing
Printer Driver Issues
Print Spooler
Spooler Options
Configuration Options
Printer Pools
Installing Printers on the Network
Printers and Group Policy
How to Connect to Network Printers
Internet Printers
Printer Permissions
Location Aware Printing
Chapter 06 Review
Chapter 07 – Centralizing Configurations 39m
Centralizing Configurations
What is Group Policy
Group Policy Settings
Demo – Local GPO
Tools to Determine Group Policy Issues
Demo – GPO Server
Administrative Templates
Group Policy Application and Processing Order
Settings That Can Affect Group Policy
GPO Examples
Synchronous GPO Processing
Asynchronous GPO Processing
Loopback Processing
GPO Troubleshooting
GPO Tools
Event Viewer
Event Forwarding
Chapter 07 Review
Chapter 08 – User Login, Profiles and Access to Resources 1h 33m
User Login, Profiles and Access to Resources
Login Process
Types of Authentication
Demo – User Accounts
Multi-factor Authentication
Network Infrastructure
Active Directory
Active Directory Infrastructure
Active Directory Topology
Network Based Services
Types of DNS Zones
Demo – DNS
Time Servers
Trust Relationships
Trust Examples
Machine Accounts
Benefits of Pre-staging Computer Accounts
User Accounts
Cached Credentials
User Profiles
Local Profiles
Roaming User Profiles
Mandatory User Profiles
Troubleshooting: Login Settings
Troubleshooting: Logon Errors
Drive Mappings
Demo – Drive Mappings
Shared Folders
Offline Files
Offline File Settings – Server Side
Demo – Offline Files
Configuring Offline Files – Client Side
Sync Center
Offline Files Options
Troubleshooting: Offline Files
Transparent Caching
NTFS Security
Combining Shared Permissions with NTFS Permissions
NTFS DENY Permission
Using DFS for Access to File Resources
How DFS Works
Notes About DFS
Restoring Files – Local and Network
Chapter 08 Review
Course Closure
Total Duration: 15h 25m

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