| Walter Glenn, MCDST, MCSE, and Microsoft Certified Trainer, is a technology consultant, teacher, and writer. He's authored a number of books on Windows and coauthored several MCSA/MCSE Self-Paced Training Kits (Microsoft Press). Tony Northrup, MCSE, CISPR and MVR is a networkincg consultant and author Ne is coauthor of the MCSA/MCSE Self-Paced Training Kits for Exams 70-270 and 70-271, among other titles. ... .. << 查看详细 |
| acknowledgments about this book intended audience prerequisites about the cd-rom features of this book part 1: learn at your own pace part 2: prepare for the exam informational notes notational conventions keyboard conventions getting started software requirements hardware requirements setup instructions the microsoft certified professional program certifications requirements for becoming a microsoft certified professional technical support evaluation edition software support .part 1 learn at your own pace 1 introduction to desktop support why this chapter matters before you begin lesson 1: introduction to supporting users the end user's level of expertise traits of a good desktop support technician lesson review lesson summary lesson 2: overview of corporate environments types of networks tier structure job titles and requirements practice: identifying tasks in a corporate environment lesson review lesson summary lesson 3: overview of noncorporate environments telephone call centers repair shops and private businesses internet service providers lesson review lesson summary case scenario exercises scenario 1.1 scenario 1.2 chapter summary exam highlights key points key terms questions and answers resolving a service call why this chapter matters before you begin lesson 1: knowing what to ask asking who, when, what, why, and how reproducing the problem lesson review lesson summary lesson 2: determining a solution understanding general troubleshooting procedures locating the answers working through possible solutions practice: determining a solution lesson review lesson summary lesson 3: informing and teaching the end user explaining the problem and solution to the end user helping the user solve problems with online help and support teaching common maintenance tasks practice: exploring the windows troubleshooters lesson review lesson summary 3 troubleshooting the operating system 4 microsoft outlook and outlook express 5 supporting microsoft internet explorer 6 installing and configuring offlications 7 troubleshooting office applications 8 common connectivity problems 9 security and security permissions 10 protecting the computer 11 troubleshooting application access on multiuser,multiple boot,and networked computers 12 resolving issues with locally attached devices part 2 prepare for the exam 13 configuring and troubleshooting applications 14 resolving issues related to usability 15 resolving issues related to application customization 16 configuring and troubleshooting connectivity for applications 17 configuring application security glossary index system requirements |
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