Microsoft 70-271
Supporting Users and Trouble shooting a
Microsoft Windows XP Operating System

1. Introduction to Desktop Support
   1. Introduction to Supporting Users
   2. Overview of Corporate Environments
   3. Overview of Non-corporate Environments
   4. Overview of Basic Troubleshooting
2. Installing Windows XP
   1. Installing Windows XP
   2. Troubleshooting Windows XP Installations
   3. Activating and Updating Windows XP
   4. Troubleshooting Windows XP Startup Problems
3. Supporting Local Users and Groups
   1. Supporting Local User Accounts and Groups
   2. Troubleshooting User Logon
   3. Supporting Security Settings and Local Security Policy
   4. Review
   5. Case Scenarios
4. Supporting the Windows Desktop
   1. Troubleshooting the Windows Taskbar and Start Menu
   2. Supporting Multiple Languages
   3. Review Questions
   4. Case Scenarios
5. Supporting Windows XP File and Folder Access
   1. Managing Files and Folders
   2. Supporting NTFS Permissions
   3. Supporting Shared Folders
   4. Supporting Simple File Sharing
   5. Supporting Offilen Files
   6. Review Questions
   7. Case Scenarios
6. Installing and Managing Hardware
   1. Installing Hardware
   2. Supporting and Troubleshooting Hardware
   3. Supporting and Troubleshooting Device Drivers
   4. Supporting Hardware Profiles
   5. Review Questions
   6. Case Scenarios
7. Supporting Display Devices, I/O Devices, and ACPI
   1. Configuring and Troubleshooting Display Devices
   2. Configuring and Troubleshooting I/O Devices
   3. Configuring and Troubleshooting ACPI
   4. Case Scenarios
8. Supporting Storage Devices in Windows XP
   1. Configuring and Troubleshooting Hard Disks
   2. Configuring and Troubleshooting Removable Media
   3. Review Questions
   4. Case Scenarios
9. Managing Local and Network Printers
   1. Supporting Printers
   2. Using Print Permissions
   3. Sharing a Printer
   4. Review Questions
   5. Case Scenarios
10. Supporting Network Connectivity
    1. Overview of TCP/IP
    2. Troubleshooting Network Connectivity
    3. Supporting Internet Connection Firewall
    4. Using Remote Access Tools
    5. Review Questions
    6. Case Scenarios
11. Supporting Internet Explorer in Windows XP
    1. Configuring Internet Explorer
    2. Troubleshooting Internet Explorer Problems
    3. Review Questions
    4. Case Scenarios
12. Monitoring System Performance in Windows XP
    1. Configuring Windows XP for Performance
    2. Monitoring Windows XP Performance
    3. Review Questions
    4. Case Scenarios

Microsoft Certified Desktop Support Technician

Exam MS 70-272

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