Objective:
· Perform and troubleshoot an attended installation of the Windows XP operating system
· Perform post installation configuration (user configuration, apply service packs, etc.)
· Answer end user questions related to upgrading from a previous version of Windows
· Troubleshoot system startup and user logon problems
· Monitor and analyze system performance
· Monitor, manage, and troubleshoot access to files and folders
· Troubleshoot connecting to local and network print devices
· Configure and troubleshoot hardware devices and drivers
· Configure and troubleshoot storage devices
· Configure and troubleshoot display devices
· Troubleshoot network protocols and services
· Configure and troubleshoot Advanced Configuration and Power Interface (ACPI)
· Configure and troubleshoot input and output (I/O) devices
· Configure support for multiple languages or multiple locations
· Troubleshoot security settings and local security policy
· Configure and troubleshoot local user and group accounts
· Troubleshoot the TCP/IP protocol
· Configure and troubleshoot Internet Connection Firewall (ICF) settings
· Troubleshoot name resolution issues
· Configure and troubleshoot remote connections
· Configure and troubleshoot end user systems using remote Desktop and Remote Assistance
· Configure and troubleshoot applications
· Set application compatibility settings
· Troubleshoot application installation problems
· Configure and troubleshoot e-mail account configurations
· Configure and troubleshoot Internet Explorer
· Configure and troubleshoot Outlook Express
· Configure the operating system to support applications
· Configure and troubleshoot file system access and file permission problems on multi-boot computers
· Resolve issues related to usability of applications
· Manage Microsoft Outlook data, including configuring, importing, and exporting data, and fixing corrupted data
· Resolve issues related to customizing Internet Explorer, Outlook Express, and the operating system
· Configure and troubleshoot connectivity for applications
· Configure application security
· Identify and troubleshoot problems related to security permissions
· Answer end user questions related to application security settings
Prerequisite:

This course is for those new to the IT industry. Attendees need experience using Microsoft Office and to have basic Microsoft Windows navigation skills. This course is also for the current call center technicians with 6 months of experience looking to validate their support skills.

Contents:
1. Install a Windows Desktop Operating System
2. Manage and Troubleshoot Access to Resources
3. Configure and Troubleshoot Hardware Devices and Drivers
4. Configure and Troubleshoot the Desktop and User Environments
5. Troubleshoot Network Protocols and Services
6. Configure and Troubleshoot Applications
7. Resolve Issues Related to Usability
8. Resolve Issues Related to Application Customization
9. Configure and Troubleshoot Connectivity for Applications
10. Configuring Application Security

Duration:
80 hours.