Course Code: M10982

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Microsoft : Supporting and Troubleshooting Windows 10 vB


Velisa Africa is the official Global Knowledge partner in Sub-Saharan Africa. Course details : https://www.globalknowledge.co.uk/courses/microsoft/service_management/m10982.html

This course is designed to provide students with the knowledge and skills required to support and troubleshoot Windows 10 PCs and devices in a Windows Server domain environment. These skills include understanding of Windows 10 features, how they can be used in an Active Directory environment and how to troubleshoot them.

Pre-Requisites

  • Networking fundamentals, including Transmission Control Protocol /Internet Protocol (TCP/IP), User Datagram Protocol (UDP), and Domain Name System (DNS).
  • Microsoft Active Directory Domain Services (AD DS) principles.
  • Understanding of the Public Key Infrastructure (PKI) components.
  • Windows Server 2012 R2 fundamentals.
  • Microsoft Windows Client essentials; for example, experience with Windows 10 or knowledge from the courses 20697-1 and 20697-2.

  • Module 1: Implementing a Troubleshooting Methodology
  • Overview of Windows 10
  • Introduction to the EDST Job Role
  • Overview of the Troubleshooting Steps
  • Troubleshooting Tools
  • Lab : Implementing a Troubleshooting Methodology
  • Implementing a Troubleshooting Methodology
  • Lab : Using Troubleshooting Tools
  • Using Troubleshooting Tools
  • Module 2: Troubleshooting Startup Issues
  • Overview of the Windows 10 Startup Recovery Environment
  • Troubleshooting Startup Settings
  • Troubleshooting Operating System Services Issues
  • Recovering BitLocker-Protected Drives
  • Lab : Troubleshooting Startup Issues
  • Resolving a Startup Issue (1)
  • Resolving a Startup Issue (2)
  • Lab : Recovering BitLocker-Encrypted Drives
  • Recovering a BitLocker-Encrypted Drive
  • Creating a New BitLocker Password
  • Module 3: Troubleshooting Hardware and Device Drivers
  • Troubleshooting Device Driver Failures
  • Overview of Hardware Troubleshooting
  • Troubleshooting Physical Failures
  • Monitoring Reliability
  • Configuring the Registry
  • Lab : Troubleshooting Device Driver Issues
  • Troubleshooting a Missing Device Driver
  • Resolving Hardware Problems
  • Resolving Device Driver Problem
  • Configuring Group Policy Settings to Control Device Installation
  • Lab : Troubleshooting Hardware Issues
  • Diagnosing Memory and Troubleshooting Failed Disk Redundancy
  • Accessing a Volume from a Failed Computer
  • Module 4: Troubleshooting Remote Computers
  • Using Remote Desktop
  • Using Remote Assistance
  • Remoting with Windows PowerShell
  • Lab : Troubleshooting Remote Computer by using Remote Desktop and Remote Assistance
  • Using Remote Desktop
  • Using Remote Assistance
  • Lab : Troubleshooting Remote Computer by Using Windows PowerShell
  • Using Windows PowerShell Remoting
  • Module 5: Resolving Issues with Network Connectivity Issues Determining Network Settings
  • Troubleshooting Network Connectivity
  • Troubleshooting Name Resolution
  • Lab : Resolving Network Connectivity Issues
  • Resolving a Network Problem (1)
  • Resolving a Network Problem (2)
  • Troubleshooting a Wireless NetworkModule 6: Troubleshooting Group Policy
  • Overview of Group Policy Application
  • Resolving Client-Configuration Failures and GPO Application Issues
  • Lab : Troubleshooting Issues with Group Policy Application
  • Resolving Group Policy Application (1)
  • Resolving Group Policy Application (2)
  • Resolving Group Policy Application (3)
  • Lab : Resolving Issues with Group Policy
  • Resolving Group Policy Application (1)
  • Module 7: Troubleshooting User Settings
  • Troubleshooting Sign In Issues
  • Troubleshooting the Application of User Settings
  • Lab : Troubleshooting Sign in Problems
  • Resolving Sign-In Issue 1
  • Resolving Sign-In Issue 2
  • Lab : Troubleshooting the Application of User Settings
  • Resolving Folder Redirection Issue
  • Module 8: Troubleshooting Remote Connectivity
  • Troubleshooting VPN Connectivity Issues
  • Troubleshooting DirectAccess
  • Lab : Troubleshooting VPN Connectivity
  • Troubleshoot VPN Connectivity Issue 1
  • Troubleshoot VPN Connectivity Issue 2
  • Lab : Configuring and Troubleshooting DirectAccess
  • Prepare the DirectAccess Implementation
  • Configuring and Verifying Client-Side Settings for DirectAccess
  • Troubleshooting DirectAccess
  • Module 9: Troubleshooting Resource Access Within a Domain
  • Troubleshooting File Permissions Issues
  • Recovering Files Encrypted by EFS
  • Troubleshooting Printer Access Issues
  • Lab : Troubleshooting File Access Issues
  • Resolving a File Access Issue (1)
  • Resolving a File Access Issue (2)
  • Resolving a File-Access Issue (3)
  • Lab : Troubleshooting Access to Encrypted Files
  • Encrypting and Recovering Access to Encrypted Files
  • Lab : Troubleshooting Printer Issues
  • Resolving a Printer Access Issue (1)
  • Resolving a Printer Access Issue (2)
  • Module 10: Troubleshooting Resource Access for Clients That Are Not Domain Members
  • Configuring and Troubleshooting Device Registration
  • Configuring and Troubleshooting Work Folders
  • Configuring and Troubleshooting OneDrive Access
  • Lab : Troubleshooting Resource Access for Clients That Are Not Domain Members
  • Troubleshooting Device Registration
  • Troubleshooting Work Folders 1
  • Troubleshooting Work Folders 2
  • Troubleshooting OneDrive for Business
  • Module 11: Troubleshooting Applications
  • Troubleshooting Desktop App Installation Issues
  • Troubleshooting Desktop Apps
  • Managing Windows Store Apps
  • Troubleshooting Access to Company Web Applications
  • Lab : Troubleshooting Desktop Apps
  • Troubleshooting AppLocker Policy Application
  • Troubleshooting Application Compatibility Issues
  • Lab : Troubleshooting Access to Company Web Applications
  • Troubleshooting Internet Explorer Issues
  • Troubleshooting Microsoft Edge Issues
  • Module 12: Maintaining Windows 10
  • Managing and Troubleshooting Windows Activation
  • Monitoring and Troubleshooting Computer Performance
  • Applying Applications and Windows Updates
  • Lab : Monitoring and Troubleshooting Performance
  • Resolve a Performance-Related Issue
  • Resolve a CPU-Related Performance Issue
  • Resolve a Disk-Related Performance Issue
  • Module 13: Recovering Data and Operating System
  • File Recovery in Windows 10
  • Recovering an Operating System
  • Lab : Recovering Data
  • Resolving Issues with Previous Versions
  • Lab : Provisioning Computer to Comply with Company Standards
  • Provision Computer to Comply with Company Standards
  • Describe the processes involved in planning and using a troubleshooting methodology for Windows 10.
  • Troubleshoot startup issues and operating system services on a Windows 10 PC.
  • Resolve issues that pertain to hardware devices and device drivers.
  • Troubleshoot Windows 10 devices remotely.
  • Troubleshoot issues that pertain to network connectivity.
  • Troubleshoot client configuration failures and issues with application of Group Policy Objects.
  • Troubleshoot issues related to user settings.
  • Troubleshoot remote connectivity issues.
  • Resolve issues related to accessing resources from devices that are domain-joined.
  • Resolve issues related to accessing resources from devices that are not domain-joined.
  • Troubleshoot issues that pertain to application installation and operation.
  • Maintain a device running Windows 10.
  • Recover a device running Windows 10.

The primary audience for this course is the Enterprise Desktop Support Technician (EDST), who provides Tier 2 support to users running Windows 10 personal computers (PCs) and devices in medium to large enterprise organizations, within a Windows domain environment. EDSTs focus on a broad range of technical issues for Windows operating systems (OSs), devices, cloud services, applications, networking, and hardware support. In the overarching scenario, if an Enterprise offers the service, the EDST is asked to support it.

The key responsibilities include resolving technical issues pertaining to Windows 10 installation and migration, activation, performance, profiles, settings; and device synchronization. Some other key responsibilities include local and remote network access; access to applications, access to data and printers; authentication, Endpoint security and policy; OS and data recovery.

The secondary audience for this course are IT professionals who administer and support Windows 10 desktops, devices, users, and associated network and security resources. Students who seek certification in the 70-697, Windows 10 Configuring exam will also benefit from this course.