MCDST Self-Paced Training Kit (Exam 70-272) Supporting Users and Troubleshooting Desktop Applications on Microsoft Windows XP,9780735622210

MCDST Self-Paced Training Kit (Exam 70-272) Supporting Users and Troubleshooting Desktop Applications on Microsoft Windows XP

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Edition: 1st
ISBN13: 9780735622210
ISBN10: 0735622213
Format: Paperback
Pub. Date: 2005-09-28
Publisher(s): Microsoft Press
List Price: $62.99

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Summary

Help maximize your performance on Exam 70-272, one of two required exams for the Microsoft Desktop Support Technician Certification (MCDST), with this all-in-one training kit. Fully updated for Windows XP Service Pack 2, this kit packs the tools and features exam candidates want mostincluding in-depth, self-paced training based on final exam content; rigorous, objective-by-objective review; exam tips from an expert, exam-certified author; and a robust testing suite. It also provides real-world scenarios, case studies, and troubleshooting labs for the skills and expertise you can apply to the job.

Author Biography

Walter Glenn, MCDST, MCSE, and Microsoft Certified Trainer, is a technology consultant, teacher, and writer Tony Northrup, MCSE, CISPP, and MVP, is a networking consultant and author

Table of Contents

Acknowledgments xxv
About This Book xxvii
Intended Audience xxvii
Prerequisites xxviii
About the CD-ROM xxviii
Features of This Book xxix
Part 1: Learn at Your Own Pace xxix
Part 2: Prepare for the Exam xxix
Informational Notes xxx
Notational Conventions xxxi
Keyboard Conventions xxxi
Getting Started xxxii
Software Requirements xxxii
Hardware Requirements xxxii
Setup Instructions xxxii
The Microsoft Certified Professional Program xxxiv
Certifications xxxiv
Requirements for Becoming a Microsoft Certified Professional xxxv
Technical Support xxxvi
Evaluation Edition Software Support xxxvi
Part 1 Learn at Your Own Pace
Introduction to Desktop Support
3
Why This Chapter Matters
3(1)
Before You Begin
3(2)
Lesson 1: Introduction to Supporting Users
5(5)
The End User's Level of Expertise
5(2)
Traits of a Good Desktop Support Technician
7(1)
Lesson Review
8(1)
Lesson Summary
9(1)
Lesson 2: Overview of Corporate Environments
10(8)
Types of Networks
10(2)
Tier Structure
12(1)
Job Titles and Requirements
13(1)
Practice: Identifying Tasks in a Corporate Environment
14(1)
Lesson Review
15(1)
Lesson Summary
16(2)
Lesson 3: Overview of Noncorporate Environments
18(3)
Telephone Call Centers
18(1)
Repair Shops and Private Businesses
19(1)
Internet Service Providers
19(1)
Lesson Review
20(1)
Lesson Summary
21(1)
Case Scenario Exercises
21(1)
Scenario 1.1
21(1)
Scenario 1.2
21(1)
Chapter Summary
22(1)
Exam Highlights
23(1)
Key Points
23(1)
Key Terms
23(1)
Questions and Answers
24
Resolving a Service Call
1(1)
Why This Chapter Matters
1(1)
Before You Begin
1(1)
Lesson 1: Knowing What to Ask
2(5)
Asking Who, When, What, Why, and How
2(2)
Reproducing the Problem
4(1)
Lesson Review
5(1)
Lesson Summary
6(1)
Lesson 2: Determining a Solution
7(17)
Understanding General Troubleshooting Procedures
7(2)
Locating the Answers
9(8)
Working Through Possible Solutions
17(3)
Practice: Determining a Solution
20(2)
Lesson Review
22(1)
Lesson Summary
23(1)
Lesson 3: Informing and Teaching the End User
24(8)
Explaining the Problem and Solution to the End User
24(2)
Helping the User Solve Problems with Online Help and Support
26(2)
Teaching Common Maintenance Tasks
28(2)
Practice: Exploring the Windows Troubleshooters
30(1)
Lesson Review
31(1)
Lesson Summary
32(1)
Case Scenario Exercises
32(1)
Scenario 2.1
32(1)
Scenario 2.2
33(1)
Chapter Summary
33(1)
Exam Highlights
34(1)
Key Points
34(1)
Key Terms
34(1)
Questions and Answers
35
Troubleshooting the Operating System
1(1)
Why This Chapter Matters
1(1)
Before You Begin
2(1)
Lesson 1: Resolving Taskbar and Start Menu Issues
3(18)
Common Start Menu and Taskbar Requests
3(1)
Troubleshooting the Notification Area
4(4)
Locking and Unlocking the Taskbar
8(1)
Grouping Similar Items and Enabling Quick Launch
8(2)
Troubleshooting a Locked, Hidden, or Missing Taskbar
10(2)
Configuring Taskbar Toolbars
12(1)
Troubleshooting the Start Menu
13(3)
Troubleshooting the Classic Start Menu
16(1)
Practice: Resolve Taskbar and Start Menu Issues
17(2)
Lesson Review
19(1)
Lesson Summary
20(1)
Lesson 2: Customizing Regional and Language Settings
21(7)
Regional and Language Settings
21(1)
Configuring Correct Currency, Time, and Date
22(1)
Configuring Input Languages
23(1)
Troubleshooting Language-Related Problems
24(1)
Practice: Configure Language Options
25(1)
Lesson Review
26(1)
Lesson Summary
27(1)
Lesson 3: Customizing Folder Options
28(5)
Configuring Folder Options
28(1)
Troubleshooting Folder View Settings
29(1)
Adopting Best Practices
30(1)
Practice: Configure Folder Options
30(1)
Lesson Review
31(1)
Lesson Summary
32(1)
Lesson 4: Troubleshooting Issues with File Associations
33(7)
Understanding Common File Types
33(1)
Changing the Default Way That a File Type Opens
34(1)
Changing the Way That a File Type Opens One Time
35(1)
Troubleshooting File Associations
36(1)
Practice: Configure File Associations
37(1)
Lesson Review
38(1)
Lesson Summary
39(1)
Lesson 5: Using the Windows XP Troubleshooting Tools
40(8)
Commonly Used Troubleshooting Tools
40(6)
Practice: Explore Windows Troubleshooting Tools
46(1)
Lesson Review
47(1)
Lesson Summary
47(1)
Case Scenario Exercises
48(1)
Scenario 3.1
48(1)
Scenario 3.2
49(1)
Troubleshooting Lab
49(1)
Exercise 1: Run Check Disk and Fix Errors
49(1)
Exercise 2: Defragment a Disk
50(1)
Chapter Summary
50(1)
Exam Highlights
51(2)
Key Points
51(1)
Key Terms
52(1)
Questions and Answers
53
Microsoft Outlook and Outlook Express
1(1)
Why This Chapter Matters
1(1)
Before You Begin
2(1)
Lesson 1: Configuring E-Mail Accounts
3(22)
Understanding E-Mail Protocols
3(1)
Creating Accounts
3(6)
Connecting to an Exchange Server Account
9(1)
Working with Address Books and Messages
10(4)
Using Outlook Express
14(4)
Practice: Set Up and Configure E-Mail Accounts
18(4)
Lesson Review
22(2)
Lesson Summary
24(1)
Lesson 2: Configuring Newsreader Settings
25(6)
Setting Up Outlook News as the Default News Client
25(1)
Adding a Newsgroup
26(1)
Common Newsgroup Service Calls
27(2)
Practice: Configure Newsreader Settings
29(1)
Lesson Review
30(1)
Lesson Summary
30(1)
Lesson 3: Maintaining Outlook
31(9)
Emptying the Deleted Items Folder on Exit
31(1)
AutoArchive
32(1)
Mailbox Cleanup
33(2)
Junk E-Mail Options
35(1)
Blocking HTML Content in Outlook
36(1)
Practice: Configure Outlook Maintenance Settings
37(1)
Lesson Review
38(1)
Lesson Summary
39(1)
Lesson 4: Troubleshooting Outlook
40(4)
Resolving an Incorrect Name or E-Mail Address
40(1)
Common Interface Problems
41(1)
Practice: Test Outlook 2003 Account Settings
42(1)
Lesson Review
43(1)
Lesson Summary
43(1)
Lesson 5: Resolving Common User Requests in Outlook
44(6)
Leaving a Copy of E-Mail on the Server
44(1)
Configuring Composition Options
45(1)
The .iaf File
46(1)
Practice: Resolve Common Outlook User Requests
47(1)
Lesson Review
48(1)
Lesson Summary
49(1)
Case Scenario Exercises
50(1)
Scenario 4.1
50(1)
Scenario 4.2
50(1)
Troubleshooting Lab
51(1)
Chapter Summary
52(1)
Exam Highlights
53(1)
Key Points
53(1)
Key Terms
53(1)
Questions and Answers
54
Supporting Microsoft Internet Explorer
1(1)
Why This Chapter Matters
1(1)
Before You Begin
1(1)
Lesson 1: Personalizing Internet Explorer
2(15)
Configuring Accessibility
2(3)
Using the Profile Assistant
5(1)
Configuring Languages
5(1)
Resolving Common Interface Requests
6(7)
Practice: Personalize Internet Explorer
13(2)
Lesson Review
15(1)
Lesson Summary
16(1)
Lesson 2: Maintaining Internet Explorer
17(13)
Controlling Temporary Files
17(6)
Configuring Cookie Use in Internet Explorer
23(4)
Practice: Maintain Internet Explorer
27(1)
Lesson Review
28(1)
Lesson Summary
29(1)
Lesson 3: Troubleshooting Internet Explorer
30(16)
Resolving Common User Requests
30(6)
Troubleshooting Security Zones
36(4)
Resolving Problems with Viewing Web Pages
40(4)
Practice: Configure Security Zones in Internet Explorer
44(1)
Lesson Review
45(1)
Lesson Summary
46(1)
Case Scenario Exercises
46(1)
Scenario 5.1
46(1)
Scenario 5.2
47(1)
Troubleshooting Lab
47(1)
Chapter Summary
48(1)
Exam Highlights
48(2)
Key Points
48(1)
Key Terms
49(1)
Questions and Answers
50
Installing and Configuring Office Applications
1(1)
Why This Chapter Matters
1(1)
Before You Begin
2(1)
Lesson 1: Preparing for an Office Installation
3(10)
Verifying Compatibility
3(1)
Meeting Minimum Requirements
4(2)
Using Program Compatibility Options
6(3)
Using System Restore
9(1)
Practice: Prepare for an Office 2003 Installation
10(1)
Lesson Review
11(1)
Lesson Summary
12(1)
Lesson 2: Installing Office 2003
13(10)
General Installation Concepts
13(6)
Troubleshooting Common Installation Problems
19(1)
Using Log Files
20(1)
Practice: Install Microsoft Office 2003
21(1)
Lesson Review
21(1)
Lesson Summary
22(1)
Lesson 3: Personalizing Office Features
23(14)
Adding, Removing, and Customizing Toolbars
23(3)
Further Customizing Menus, Toolbars, and Their Commands
26(3)
Customizing Using the Options Dialog Box
29(5)
Practice: Personalize Office Features
34(1)
Lesson Review
35(1)
Lesson Summary
36(1)
Lesson 4: Configuring Proofing Tools
37(10)
Proofing in Other Languages
37(2)
AutoSummarize
39(1)
Understanding Templates
40(1)
Spelling and Grammar
41(4)
Practice: Configure Proofing Tools
45(1)
Lesson Review
46(1)
Lesson Summary
47(1)
Case Scenario Exercises
47(2)
Scenario 6.1
47(1)
Scenario 6.2
48(1)
Troubleshooting Lab
49(1)
Chapter Summary
49(1)
Exam Highlights
50(1)
Key Points
50(1)
Key Terms
50(1)
Questions and Answers
51
Troubleshooting Office Applications
1(1)
Why This Chapter Matters
1(1)
Before You Begin
2(1)
Lesson 1: Supporting Word 2003
3(17)
Missing Toolbars, Features, and Components
3(5)
Text Formatting
8(3)
Embedded and Linked Objects
11(3)
Recovering Lost Files
14(2)
Practice: Configure and Troubleshoot Word 2003
16(2)
Lesson Review
18(1)
Lesson Summary
19(1)
Lesson 2: Supporting Excel 2003
20(14)
Calculations
20(5)
Working with Macros
25(4)
Recovering Lost Files
29(1)
Practice: Configuring and Supporting Excel 2003
30(2)
Lesson Review
32(1)
Lesson Summary
33(1)
Lesson 3: Supporting PowerPoint 2003
34(4)
Sharing Presentations
34(1)
Recovering Lost Files
35(1)
Lesson Review
36(1)
Lesson Summary
37(1)
Lesson 4: Troubleshooting Outlook Express
38(8)
Attachments
38(3)
International Settings and Encoding
41(1)
Other Common Issues
42(1)
Recovering Lost E-Mail
42(1)
Practice: Troubleshooting Outlook Express
43(1)
Lesson Review
44(1)
Lesson Summary
45(1)
Lesson 5: Troubleshooting Outlook 2003
46(6)
Resolving Issues with the Calendar
46(1)
Resolving Issues with Contacts
47(1)
Resolving Issues with Tasks
48(1)
Resolving Issues with the Journal
48(1)
Recovering Lost E-Mail
49(3)
Lesson Review
52(1)
Lesson Summary
52(1)
Case Scenario Exercises
52(2)
Scenario 7.1
53(1)
Scenario 7.2
53(1)
Troubleshooting Lab
54(1)
Chapter Summary
55(1)
Exam Highlights
55(2)
Key Points
56(1)
Key Terms
56(1)
Questions and Answers
57
Common Connectivity Problems
1(1)
Why This Chapter Matters
1(1)
Before You Begin
2(1)
Lesson 1: Resolving Physical Connectivity Issues
3(7)
Checking Connections
3(1)
Troubleshooting Installed Hardware
4(4)
Lesson Review
8(1)
Lesson Summary
9(1)
Lesson 2: Resolving Network Configuration Issues
10(21)
Troubleshooting Modem Connections
10(2)
Troubleshooting Cable and DSL Connections
12(2)
Troubleshooting Workgroup Connections
14(5)
Troubleshooting Domain Connections
19(7)
Practice: Resolve Network Configuration Issues
26(3)
Lesson Review
29(1)
Lesson Summary
30(1)
Lesson 3: Resolving Complex Networking Issues
31(9)
Using ping
31(3)
Using ipconfig / all
34(1)
Using net view
35(1)
Using tracert
36(1)
Using pathping
36(1)
Practice: Use Network Troubleshooting Tools
36(2)
Lesson Review
38(1)
Lesson Summary
39(1)
Lesson 4: Resolving Name-Resolution Issues
40(6)
Understanding DNS Issues
40(2)
WINS
42(1)
LMHOSTS
43(1)
HOSTS
44(1)
Lesson Review
44(1)
Lesson Summary
45(1)
Lesson 5: Troubleshooting Internet Connection Sharing
46(2)
Configuring Internet Connection Sharing
46(1)
ICS Limitations
47(1)
Troubleshooting ICS
47(1)
Lesson Review
48(1)
Lesson Summary
48(1)
Case Scenario Exercises
48(1)
Scenario 8.1
48(1)
Scenario 8.2
49(1)
Troubleshooting Lab
49(1)
Chapter Summary
50(1)
Exam Highlights
50(2)
Key Points
50(1)
Key Terms
51(1)
Questions and Answers
52
Security and Security Permissions
1(1)
Why This Chapter Matters
1(1)
Lesson 1: Understanding Security Permissions
2(18)
Working with Windows XP Simple File Sharing
2(4)
Working with Shared Folders
6(3)
Working with NTFS Permissions
9(3)
When Both Share and NTFS Permissions Exist
12(1)
Built-in Local Groups and Their Privileges
13(2)
Practice: Configure Security Permissions
15(3)
Lesson Review
18(1)
Lesson Summary
19(1)
Lesson 2: Troubleshooting Group Membership
20(3)
When Users Are Members of More than One Group
20(1)
Changes in Group Membership
21(1)
Practice: Add a User to the Backup Operators Group
21(1)
Lesson Review
22(1)
Lesson Summary
22(1)
Lesson 3: Troubleshooting Local Security Settings
23(11)
Understanding Local Security Settings
23(1)
Account Policies
24(4)
Local Security Policies
28(2)
Practice: Configure Local Security Settings
30(2)
Lesson Review
32(1)
Lesson Summary
33(1)
Lesson 4: Understanding Group Policy
34(5)
Understanding Group Policy
34(1)
Group Policy Settings in a Workgroup
34(2)
Group Policy Settings in a Domain
36(1)
Troubleshooting Group Policy
36(2)
Practice: Configure Group Policy in a Workgroup
38(1)
Lesson Review
38(1)
Lesson Summary
39(1)
Case Scenario Exercises
39(1)
Scenario 9.1
39(1)
Scenario 9.2
40(1)
Troubleshooting Lab
40(1)
Chapter Summary
41(1)
Exam Highlights
42(1)
Key Points
42(1)
Key Terms
42(1)
Questions and Answers
43
Protecting the Computer
1(1)
Why This Chapter Matters
1(1)
Before You Begin
1(1)
Lesson 1: Updating Windows and Microsoft Office
2(7)
Configuring Automatic Updates in Windows XP
2(1)
Using the Microsoft Update Site
3(1)
High Priority Updates
4(1)
Software Optional Updates
5(1)
Hardware Optional Updates
6(1)
Practice: Updating Windows XP
7(1)
Lesson Review
7(1)
Lesson Summary
8(1)
Lesson 2: Configuring Windows Firewall
9(15)
Understanding Windows Firewall
9(1)
How to Enable or Disable Windows Firewall for all Network Connections
10(1)
How to Enable or Disable Windows Firewall for a Specific Network Connection
11(1)
Windows Firewall Advanced Options
12(8)
Troubleshooting Windows Firewall
20(1)
Practice: Configure Windows Firewall
21(1)
Lesson Review
22(1)
Lesson Summary
23(1)
Lesson 3: Troubleshooting Virus Attacks
24(7)
Virus Scanning Software
24(2)
Updating Virus Scanning Software
26(1)
Managing Antivirus Programs with Security Center
26(1)
Taking Notice of Common Signs
27(1)
Recovering from a Virus
28(1)
Lesson Review
29(1)
Lesson Summary
30(1)
Lesson 4: Using Microsoft Baseline Security Analyzer
31(3)
Downloading MBSA
31(1)
Practice: Install and Run MBSA
32(1)
Lesson Review
33(1)
Lesson Summary
33(1)
Case Scenario Exercises
34(1)
Scenario 10.1
34(1)
Scenario 10.2
34(1)
Troubleshooting Lab
35(1)
Chapter Summary
35(1)
Exam Highlights
36(1)
Key Points
36(1)
Key Terms
36(1)
Questions and Answers
37
Troubleshooting Application Access on Multiuser, Multiple Boot, and Networked Computers
1(1)
Why This Chapter Matters
1(1)
Before You Begin
1(1)
Lesson 1: Working with Multiuser Computers
2(6)
Understanding User Accounts
2(1)
Using a Shared Computer
3(2)
Configuring Access to Applications
5(1)
Practice: Add a User Account to a Computer
6(1)
Lesson Review
6(1)
Lesson Summary
7(1)
Lesson 2: Working with Multiple Boot Computers
8(11)
Understanding Disk Partitions
8(2)
Understanding File Systems and File System Access
10(3)
Troubleshooting Permission Problems
13(2)
Installing and Accessing Applications
15(2)
Practice: Configure Boot Options on a Multiple Boot Computer
17(1)
Lesson Review
18(1)
Lesson Summary
19(1)
Case Scenario Exercises
19(1)
Scenario 11.1
19(1)
Scenario 11.2
20(1)
Troubleshooting Lab
20(1)
Scenario
20(1)
Chapter Summary
21(1)
Exam Highlights
21(2)
Key Points
21(1)
Key Terms
22(1)
Questions and Answers
23
Resolving Issues with Locally Attached Devices
1(2)
Why This Chapter Matters
1(1)
Before You Begin
1(1)
Lesson 1: Understanding Connection Types
2(8)
Understanding Ports and Connectors
2(4)
Troubleshooting Ports and Connections
6(2)
Practice: Configure Ports
8(1)
Lesson Review
9(1)
Lesson Summary
9(1)
Lesson 2: Resolving Issues with Handheld Devices
10(4)
Understanding Personal Digital Assistants
10(1)
Smart Displays
11(1)
Tablet PCs
11(1)
Installing Software for Handheld Devices
12(1)
Troubleshooting Handheld Devices
12(1)
Lesson Review
13(1)
Lesson Summary
14(1)
Case Scenario Exercises
14(1)
Scenario 12.1
14(1)
Scenario 12.2
15(1)
Troubleshooting Lab
15(1)
Chapter Summary
16(1)
Exam Highlights
16(2)
Key Points
16(1)
Key Terms
17(1)
Questions and Answers
18
Part 2 Prepare for the Exam
Configuring and Troubleshooting Applications (1.0)
3
Tested Skills and Suggested Practices
3(2)
Further Reading
5(2)
Objective 1.1 Configure and Troubleshoot Office Applications
7(7)
Objective 1.1 Questions
8(3)
Objective 1.1 Answers
11(3)
Objective 1.2 Configure and Troubleshoot Internet Explorer
14(8)
Objective 1.2 Questions
15(4)
Objective 1.2 Answers
19(3)
Objective 1.3 Configure and Troubleshoot Outlook Express
22(10)
Objective 1.3 Questions
23(5)
Objective 1.3 Answers
28(4)
Objective 1.4 Configure the Operating System to Support Applications
32
Objective 1.4 Questions
33(5)
Objective 1.4 Answers
38
Resolving Issues Related to Usability (2.0)
1(1)
Tested Skills and Suggested Practices
1(2)
Further Reading
3(2)
Objective 2.1 Resolve Issues Related to Office Application Support Features
5(5)
Objective 2.1 Questions
6(2)
Objective 2.1 Answers
8(2)
Objective 2.2 Resolve Issues Related to Internet Explorer Support Features
10(7)
Objective 2.2 Questions
11(3)
Objective 2.2 Answers
14(3)
Objective 2.3 Resolve Issues Related to Outlook Express Features
17(5)
Objective 2.3 Questions
18(2)
Objective 2.3 Answers
20(2)
Objective 2.4 Resolve Issues Related to Operating System Features
22
Objective 2.4 Questions
23(5)
Objective 2.4 Answers
28
Resolving Issues Related to Application Customization (3.0)
1(1)
Tested Skills and Suggested Practices
2(1)
Further Reading
3(2)
Objective 3.1 Resolve Issues Related to Customizing an Office Application
5(6)
Objective 3.1 Questions
6(3)
Objective 3.1 Answers
9(2)
Objective 3.2 Resolve Issues Related to Customizing Internet Explorer
11(7)
Objective 3.2 Questions
12(3)
Objective 3.2 Answers
15(3)
Objective 3.3 Resolve Issues Related to Customizing Outlook Express
18(5)
Objective 3.3 Questions
19(2)
Objective 3.3 Answers
21(2)
Objective 3.4 Resolve Issues Related to Customizing the Operating System to Support Applications
23
Objective 3.4 Questions
24(2)
Objective 3.4 Answers
26
Configuring and Troubleshooting Connectivity for Applications (4.0)
1(1)
Tested Skills and Suggested Practices
1(2)
Further Reading
3(2)
Objective 4.1 Identify and Troubleshoot Name-Resolution Problems
5(4)
Objective 4.1 Questions
6(1)
Objective 4.1 Answers
7(2)
Objective 4.2 Identify and Troubleshoot Network Adapter Configuration Problems
9(4)
Question 4.2 Questions
10(1)
Objective 4.2 Answers
11(2)
Objective 4.3 Identify and Troubleshoot LAN and Routing and Remote Access Configuration Problems
13(8)
Objective 4.3 Questions
14(4)
Objective 4.3 Answers
18(3)
Objective 4.4 Identify and Troubleshoot Network Connectivity Problems Caused by the Firewall Configuration
21(7)
Objective 4.4 Questions
22(3)
Objective 4.4 Answers
25(3)
Objective 4.5 Identify and Troubleshoot Problems with Locally Attached Devices
28
Objective 4.5 Questions
29(2)
Objective 4.5 Answers
31
Configuring Application Security (5.0)
1(1)
Tested Skills and Suggested Practices
1(1)
Further Reading
2(2)
Objective 5.1 Identify and Troubleshoot Problems Related to Security Permissions
4(3)
Objective 5.1 Questions
5(1)
Objective 5.1 Answers
6(1)
Objective 5.2 Identify and Respond to Security Incidents
7(4)
Objective 5.2 Questions
8(1)
Objective 5.2 Answers
9(2)
Objective 5.3 Manage Application Security Settings
11
Objective 5.3 Questions
12(1)
Objective 5.3 Answers
13
Glossary 1(1)
Index 1

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