ProTech Professional Technical Services, Inc.

MOC 10982-E: Supporting and Troubleshooting ine Course Summary

Description

This is a 5-day ILT course that is designed to provide students with the knowledge and skills required to support and troubleshoot Windows 10 PCs and devices in a Windows domain environment. These skills include understanding of Windows 10 features, how they can be used in an environment and how to troubleshoot them.

Objectives

CourseOutl At the end of this course, students will be able to: • Describe the processes involved in • Configure Windows 10 devices by using planning and using a troubleshooting . methodology for Windows 10. • Configure and troubleshoot user . • Troubleshoot startup issues and operating • Configure and troubleshoot resource system services on a Windows 10 PC. access. • Perform system recovery. • Implement remote connectivity. • Resolve issues related to hardware • Deploy and troubleshoot applications. devices and device drivers. • Maintain Windows 10 devices. • Administer Windows 10 devices. • Troubleshoot issues related to network connectivity.

Topics

• Implementing a Troubleshooting Methodology • Configuring and Troubleshooting User • Troubleshooting Startup Issues Settings • Performing System Recovery • Configuring and Troubleshooting Resource • Troubleshooting Hardware and Device Drivers Access • Administering Windows 10 • Troubleshooting Remote Connectivity • Resolving Issues with Network Connectivity • Troubleshooting Applications • Troubleshooting Group Policy • Maintaining Windows 10

Audience

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 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 following exams will also benefit from this course: • 70-697: Configuring Windows Devices • 70-698: Installing and Configuring Windows 10

Due to the nature of this material, this document refers to numerous hardware and software products by their trade names. References to other companies and their products are for informational purposes only, and all trademarks are the properties of their respective companies. It is not the intent of ProTech Professional Technical Services, Inc. to use any of these names generically

ProTech Professional Technical Services, Inc.

MOC 10982-E: Supporting and Troubleshooting Windows 10 ine Course Summary (cont’d)

Prerequisites

In addition to their professional experience, students who attend this training should already have the following technical knowledge: • Networking fundamentals, including Transmission Control Protocol / Protocol (TCP/IP), User Datagram Protocol (UDP), and Domain Name System (DNS). CourseOutl • Active Directory Domain Services (AD DS) principles. • Understanding of the Public Key Infrastructure (PKI) components. • Windows Server 2016 fundamentals. • Client essentials; for example, experience with Windows 10 or knowledge from the courses 20697-1 and 20697-2.

Duration

Five days

Due to the nature of this material, this document refers to numerous hardware and software products by their trade names. References to other companies and their products are for informational purposes only, and all trademarks are the properties of their respective companies. It is not the intent of ProTech Professional Technical Services, Inc. to use any of these names generically

ProTech Professional Technical Services, Inc.

ine MOC 10982-E: Supporting and Troubleshooting Windows 10

Course Outline

I. Implementing a Troubleshooting Methodology IV. Troubleshooting Hardware and Device This module describes the new Windows 10 Drivers operating system features and devices; it also This module explores how to troubleshoot issues describes the process of developing and related to device drivers and hardware devices. applying a Windows 10 troubleshooting A. Troubleshooting Device Driver Failures methodology. B. Overview of Hardware Troubleshooting A. Overview of Windows 10 • Lab : Troubleshooting Hardware and CourseOutl B. Introduction to the EDST Job Role Device Driver Issues C. Overview of the Troubleshooting Steps o Troubleshooting a Missing D. Troubleshooting Tools Device Driver • Lab : Using Troubleshooting Tools o Resolving Hardware Problems

II. Troubleshooting Startup Issues V. Administering Windows 10 This module describes how to identify and This module describes how to use the various troubleshoot startup issues that affect—and administration tools in Windows 10 to resolve problematic services that run on—a Windows 10 issues. It describes the features and operating system. This module introduces functionalities of tools such as Windows Admin potential problems that can cause startup issues Center, Remote Desktop, Quick Assist, and in Windows 10. It also provides an overview of Windows PowerShell. the , including the A. Overview of Administration Tools Windows Recovery Environment (Windows RE) B. Using Remote Desktop and Boot Configuration Data (BCD). C. Introduction to Windows PowerShell A. Overview of the Windows 10 Startup D. Remoting with Windows PowerShell Recovery Environment E. Introduction to Provisioning B. Configuring the Registry • Lab : Troubleshooting Remote C. Troubleshooting Startup Settings Computers through Remote Desktop D. Recovering BitLocker-Protected Drives o Using Remote Desktop • Lab : Troubleshooting Startup Issues • Lab : Troubleshooting a Remote o Exploring Windows RE Computer by Using Windows o Resolving a Startup Issue PowerShell • Lab : Recovering BitLocker-Encrypted o Using Windows PowerShell Drives Remoting o Recovering a BitLocker- Encrypted Drive VI. Resolving Issues with Network Connectivity o Creating a New BitLocker This module describes how to identify network Password settings and troubleshoot issues related to network connectivity in wired and wireless III. Performing System Recovery networks, IPv4 and IPv6 connectivity, and name This module describes how to resolve issues resolution. related to operating system services and how to A. Determining Network Settings recover a computer. B. Troubleshooting Network Connectivity A. Troubleshooting Operating System C. Troubleshooting Name Resolution Service Issues • Lab : Resolving Network Connectivity B. Recovering a Computer Issues • Lab : Performing System Recovery o Configuring Network Settings o Preparing for System Recovery o Resolving a Network Problem o Recovering a Computer (1) • Resolving a Network Problem (2)

Due to the nature of this material, this document refers to numerous hardware and software products by their trade names. References to other companies and their products are for informational purposes only, and all trademarks are the properties of their respective companies. It is not the intent of ProTech Professional Technical Services, Inc. to use any of these names generically

ProTech Professional Technical Services, Inc.

MOC 10982-E: Supporting and Troubleshooting Windows 10 ine Course Outline (cont’d)

VII. Troubleshooting Group Policy B. Troubleshooting Issues with Printer This module provides an overview of Group Access Policy application and describes how to resolve C. Configuring and Troubleshooting File issues in client configuration GPO application. Synchronization A. Overview of Group Policy Application D. Performing File Recovery in Windows 10 B. Resolving Client-Configuration Failures • Lab : Troubleshooting File Access and GPO Application Issues Issues CourseOutl • Lab : Troubleshooting Issues with Group o Resolving a File Access Issue Policy Application (1) o Working with GPOs o Resolving a File Access Issue o Resolving Group Policy (2) Application (1) o Resolving a File Access Issue o Resolving Group Policy (3) Application (2) • Lab : Troubleshooting Printer Issues o Resolving Group Policy o Resolving a Printer Issue (1) Application (3) o Resolving a Printer Issue (2) • Lab : Resolving Issues with Group Policy • Lab : Configuring and Troubleshooting o Resolving Group Policy File Synchronization Application (4) o Troubleshooting Work Folders • Lab : Recovering Data VIII. Configuring and Troubleshooting User o Preparing for File Recovery Settings o Resolving Issues by Using This module describes the common sign-in Previous Versions (Optional) issues, how to detect them, and how to troubleshoot these issues. The module also X. Troubleshooting Remote Connectivity provides an overview of user account types that This module provides an overview of Remote are supported by Windows 10 and how Access and describes how to troubleshoot authentication works for those accounts. issues with VPN connectivity. A. Troubleshooting Sign-In Issues A. Overview of Remote Access B. Troubleshooting the Application of User B. Troubleshooting Issues with VPN Settings Connectivity • Lab : Troubleshooting Sign-In Issues • Lab : Troubleshooting VPN Connectivity o Resolving a Sign-In Issue o Troubleshooting VPN • Lab : Configuring and Troubleshooting Connectivity Issue 1 the Application of User Settings o Troubleshooting VPN o Configuring UE-V Connectivity Issue 2 o Configuring o Resolving a Folder Redirection XI. Troubleshooting Applications Issue This module explains how to troubleshoot common desktop app operations issues. It also IX. Configuring and Troubleshooting Resource describes the Universal Windows apps, Microsoft Access Store, and for Business, and This module describes how to troubleshoot explains how to resolve issues related to issues with file permissions and printer access. It Universal Windows apps. also describes how to configure and manage file A. Troubleshooting Desktop Apps synchronization and file recovery in Windows 10. B. Managing Universal Windows Apps A. Troubleshooting File Permissions Issues Lab : Troubleshooting Desktop Apps

Due to the nature of this material, this document refers to numerous hardware and software products by their trade names. References to other companies and their products are for informational purposes only, and all trademarks are the properties of their respective companies. It is not the intent of ProTech Professional Technical Services, Inc. to use any of these names generically

ProTech Professional Technical Services, Inc.

ine MOC 10982-E: Supporting and Troubleshooting Windows 10

Course Outline (cont’d)

o Troubleshooting AppLocker Policy Applications o Troubleshooting Application Compatibility Issues • Lab : Provisioning a Kiosk Device o Creating a provisioning package CourseOutl o Applying a provisioning package

XII. Maintaining Windows 10 This module describes how to troubleshoot performance issues in Windows 10. It also explains how to apply and troubleshoot Windows updates. A. Monitoring and Troubleshooting Computer Performance B. Applying Windows Updates • Lab : Maintaining Windows 10 o Using o Configuring Settings

Due to the nature of this material, this document refers to numerous hardware and software products by their trade names. References to other companies and their products are for informational purposes only, and all trademarks are the properties of their respective companies. It is not the intent of ProTech Professional Technical Services, Inc. to use any of these names generically