Introduction

This one-day instructor-led clinic prepares students who are currently providing end-user support in a Microsoft Windows® XP operating environment with a review of the objectives covered on the Microsoft Certified Desktop Support Technician (MCDST) certification exams.

Audience
This clinic is intended for current Windows XP end-user support personnel who are currently at a skill level comparable to a 200–300 level expertise and will typically be considered Tier 2 or Tier 3 level end-user support.

At Clinic Completion
After completing this clinic, students will be:

• Prepared to take exam 70-271, Supporting Users and Troubleshooting a Microsoft Windows XP Operating System; this includes:• Troubleshooting the installation of a Windows XP desktop operating system

• Managing and troubleshooting access to resources

• Configuring and troubleshooting hardware devices and drivers

• Configuring and troubleshooting the desktop and user environments

• Troubleshooting network protocols and services

• Prepared to take exam 70-272, Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System; this includes:• Configuring and troubleshooting applications

• Resolving issues related to usability

• Resolving issues related to application customization

• Configuring and troubleshooting connectivity for applications

• Configuring application security

Prerequisites
This clinic requires that students meet the following prerequisites:

• Have experience with resolving issues for end users who are running Windows XP

• Be employed in an end-user or helpdesk support role at the 200 level (this translates into Tier 2 or Tier 3 helpdesk staff)

• Have knowledge of configuring and using Microsoft Office applications

• Have 50%–75% of the skills reflected in the preparation guides for exams 70-271 and 70-272

• Weakest skill areas may include:• Navigating the Windows XP UI

• Verifying which security settings are being applied locally and from a domain via local and domain group policies

• Working with Internet Explorer Security and Privacy settings

• Troubleshooting IP communications

Microsoft Certified Professional Exams
This clinic will help the student prepare for the following Microsoft Certified Professional exams:

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

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

Clinic Materials
The student kit includes a comprehensive workbook and other necessary materials for this class.

Clinic Outline

Session 1: Preparing for Exam 70-271, Supporting Users and Troubleshooting a Microsoft Windows XP Operating System

This session provides a review of the knowledge and skills necessary to prepare for MCDST exam 70-271, Supporting Users and Troubleshooting a Microsoft Windows XP Operating System.

Topics

• Troubleshooting an Installation of Windows XP Home or Windows XP Professional

• Managing and Troubleshooting Access to Resources

• Configuring and Troubleshooting Hardware Devices and Drivers

• Configuring and Troubleshooting the Desktop and User Environments

• Troubleshooting Network Protocols and Services

• Session Review

Session 2: Preparing for Exam 70-272, Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System

This session provides a review of the knowledge and skills necessary to prepare for MCDST exam 70-272, Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System.

Topics

• Configuring and Troubleshooting Applications

• Resolving Issues Related to Usability

• Resolving Issues Related to Application Customization

• Configuring and Troubleshooting Connectivity for Applications

• Configuring Application Security

• Session Review

For more information or to give feedback, send e-mail to info@OneApex.com or call 949-597-2100