Mcdst Supporting Users And Troubleshooting Desktop Applications On A Microsoft Windows Xp Operating System,9780619216023

Mcdst Supporting Users And Troubleshooting Desktop Applications On A Microsoft Windows Xp Operating System

by
Edition: CD
ISBN13: 9780619216023
ISBN10: 0619216026
Format: Paperback
Pub. Date: 2004-12-03
Publisher(s): Course Technology
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Summary

Students will master the objectives for the new Microsoft Desktop Support Technician exam #70-272 using an approach created specifically for them. Their learning will be enhanced with extensive end-ofchapter exercises and hands-on projects with a free MeasureUp test preparation CD included with the text.

Table of Contents

Introduction xiii
Introduction to Supporting Users
1(50)
Job Role of the Desktop Support Technician
2(4)
Nature of the Job
2(1)
Exhibits People Skills
3(1)
Takes on Multiple Tasks
3(1)
Knows Networking Environment
3(1)
Possesses Software Experience
4(1)
Works Within a Team
4(2)
Relationships Within the IT Department
6(3)
Director of Information Technology
6(1)
Manager of User Support
6(1)
Manager of Platform Support
7(1)
Manager of Application Development
7(1)
Manager of Network Infrastructure
7(1)
Manager of Security
8(1)
Resolve User Problems
9(4)
Level 1: Problem Resolved by the Help Desk
9(1)
Level 2: Problem Resolved by the DST
9(2)
Level 3: Problem Resolved by Level 3 Support
11(1)
Using Problem Tracking
11(2)
Operating System and Computer Environment
13(7)
My Computer Information
13(7)
Network Models
20(3)
Peer-to-Peer Model
21(1)
Domain Model
21(2)
Computer Management
23(10)
System Tools
24(2)
Storage
26(2)
Services and Applications
28(5)
Using the Remote Assistant
33(7)
Methods of Delivering Invitations
33(1)
File Invitation
33(7)
Certifications for the DST
40(2)
Why Certifications?
40(1)
Microsoft Certified Desktop Support Technician
40(1)
CompTIA Certifications
41(1)
Chapter Summary
42(1)
Key Terms
43(1)
Review Questions
44(5)
Case Projects
49(2)
Overview of Microsoft User Applications
51(48)
User Applications Provided with Windows XP
52(21)
Using Windows Explorer
52(11)
Accessing the Internet
63(4)
Working with Text and Word Processing
67(2)
Working with Graphics
69(2)
Using the Additional Accessories
71(2)
Working with the Applications of Office 2003
73(16)
Using the New Features in Office 2003
73(3)
Working with Documents
76(4)
Working with Worksheets
80(2)
Working with Presentations
82(1)
Working with E-mail
83(2)
Working with Compound Documents
85(4)
Microsoft Office 2003 Editions and Licensing
89(3)
Microsoft Office 2003 Editions
89(3)
Licensing Options
92(1)
Chapter Summary
92(1)
Key Terms
93(1)
Review Questions
93(4)
Case Projects
97(2)
Resolve Issues Related to Operating System Customization
99(42)
Customizing the Start Menu and Taskbar
100(15)
Start Menu Views
100(2)
Customizing the Simple Start Menu
102(5)
Customizing the Classic Start Menu
107(3)
Customizing the Taskbar
110(5)
Customizing Regional and Language Settings
115(8)
Regional Settings
115(2)
Language Settings
117(6)
Customizing Accessibility Settings
123(5)
StickyKeys Option
123(1)
FilterKeys Option
123(1)
ToggleKeys Option
124(1)
SoundSentry Option
124(1)
ShowSounds Option
124(1)
High Contrast Option
125(1)
MouseKeys Option
125(1)
SerialKeys Option
125(1)
Magnifier Option
125(1)
Narrator Option
125(1)
On-Screen Keyboard Option
125(3)
Customizing the Display Fonts
128(3)
Increasing the Size of Windows Text Fonts
128(1)
Selecting ClearType Fonts
129(1)
Changing Your Screen Resolution
130(1)
Customizing Folder Settings
131(2)
Chapter Summary
133(1)
Key Terms
134(1)
Review Questions
135(5)
Case Projects
140(1)
Configure User-related Issues
141(44)
Configuring Access to Applications on Multiuser Computers
142(20)
Multiuser Desktop for SOHO Networks
142(1)
Using User Accounts
142(7)
Multiuser Desktop for Corporate Networks
149(1)
Problems with Logons
150(4)
Using Strong Passwords
154(3)
Problems with User Profiles
157(5)
Configuring the Operating System to Support Applications
162(16)
Location of Programs Files
162(1)
Location of Program Shortcuts on Start Menu
162(6)
Register File Types
168(8)
Disable Error Reporting
176(2)
Chapter Summary
178(1)
Key Terms
179(1)
Review Questions
180(3)
Case Projects
183(2)
Configure and Troubleshoot Internet Explorer and Outlook Express
185(54)
Repairing Internet Explorer
186(1)
Configuring Internet Explorer
187(30)
General Settings
187(2)
Security Zones
189(8)
Privacy Tab
197(5)
Content Tab
202(10)
Connections Tab
212(2)
Programs Tab
214(1)
Advanced Tab
215(1)
Customizing Browser Features
216(1)
Internet Explorer Error Reporting Tool
217(1)
Internet Explorer Error Messages
217(5)
Internet Explorer Installation Errors
218(1)
Internet Explorer Configuration Errors
218(1)
Internet Explorer Usage Errors
219(3)
Working with and Repairing Outlook Express
222(1)
Configuring Outlook Express
223(7)
Configure Outlook Express with the Internet Connection Wizard
223(1)
E-mail Server Accounts
223(1)
Web-based E-mail Accounts
224(1)
Newsgroup Accounts
225(5)
Interpret Outlook Express Error Messages
230(1)
Preview Pane Does Not Display News Messages
230(1)
The Command Failed to Execute
231(1)
Chapter Summary
231(1)
Key Terms
232(1)
Review Questions
233(4)
Case Projects
237(2)
Installing Office 2003
239(46)
Installing Microsoft Office 2003
240(17)
Verifying Installation Requirements
240(4)
Using Windows Installer
244(1)
Exploring the Setup Sequence for Office
245(1)
Using Local Installation Sources
246(8)
Product Activation
254(3)
Using the On First Use Feature
257(14)
Self-Healing Feature of Office
257(1)
Adding Applications with Add or Remove Programs
258(2)
Using the Rollback Feature
260(2)
Using Administrative Installation Points
262(4)
Installing from the Administrative Installation Point
266(2)
Installing Office Using Policy-based Installation
268(3)
Troubleshooting Application Installation Problems Using Log Files
271(1)
Creating Log Files
271(1)
Troubleshooting with the Setup.exe Log File
272(1)
Verifying the Local Installation Source
272(1)
Troubleshooting with the Installer Log File
272(6)
Chapter Summary
278(1)
Key Terms
279(1)
Review Questions
279(4)
Case Projects
283(2)
Configuring and Troubleshooting Operating System Features
285(38)
Resolving Issues Related to Operating System Features
286(15)
Backing Up and Restoring Files
286(5)
Restoring Files
291(2)
Managing Performance
293(1)
Adjusting Advanced Options
294(4)
Making Older Programs Run Using Compatibility Mode
298(3)
Troubleshooting Tools
301(15)
Using Run As
301(1)
Managing Tasks with Task Manager
302(5)
Windows File Protection (WFP)
307(1)
Using the Windows Advanced Options Menu
308(3)
Using the Recovery Console
311(3)
Using Windows XP Troubleshooters
314(2)
Chapter Summary
316(1)
Key Terms
317(1)
Review Questions
318(4)
Case Projects
322(1)
Resolving Issues Related to Office Application Usage
323(48)
Customizing and Personalizing Office Applications
324(27)
Working with the Office Toolbars
324(7)
Personalizing Office Features
331(11)
Customizing the Auto Options
342(7)
Working with Formatting in Word
349(2)
Using the Proofing Tools
351(2)
Using the Office System Tools
353(11)
Organizing Clips
354(2)
Using the Save My Settings Wizard
356(1)
Using Office Document Imaging
357(5)
Recovering Office Applications
362(2)
Chapter Summary
364(1)
Key Terms
365(1)
Review Questions
365(4)
Case Projects
369(2)
Configure, Customize, and Migrate to Outlook
371(52)
Using the Features of Outlook
372(26)
Connecting to an Exchange Server
372(2)
Working with the Standard Outlook Folders
374(9)
Using Outlook on the Web
383(2)
Using Categories with E-mail
385(2)
Managing Address Books and Distribution Lists
387(3)
Managing E-mail Messages
390(8)
Configuring and Personalizing Outlook Features
398(6)
Preferences Tab
398(1)
Mail Setup Tab
399(1)
Mail Format Tab
400(1)
Spelling Tab
401(1)
Security Tab
401(1)
Other Tab
402(1)
Delegates Tab
403(1)
Integrating Outlook Express and Outlook
404(6)
Copying Addresses and Messages to Outlook
405(3)
Copying Addresses and Messages to Outlook Express
408(2)
Restoring Data and Repairing Data
410(5)
Cleaning Up and Archiving Outlook Information
410(4)
Repairing a Damaged Personal Folder File
414(1)
Chapter Summary
415(1)
Key Terms
416(1)
Review Questions
417(3)
Case Projects
420(3)
Configure and Troubleshoot Devices and Connectivity
423(50)
Identifying and Troubleshooting Problems with Locally Attached Devices
424(20)
Resolving Driver Issues with Device Manager
424(7)
Using Storage Devices
431(6)
Working with Printers
437(7)
Describing Networking Components and Interconnectivity
444(7)
Clients and Servers
445(1)
LANs, MANs, and WANs
446(2)
Network Hardware
448(3)
Networking Software
451(1)
Identifying and Troubleshooting Network Connectivity Problems
451(15)
Troubleshooting Hardware Problems
452(2)
Troubleshooting TCP/IP Problems
454(5)
Troubleshooting Name Resolution Problems
459(4)
Troubleshooting Remote Connection Issues
463(1)
Identify and Troubleshoot Network Security Components
464(2)
Chapter Summary
466(1)
Key Terms
467(1)
Review Questions
468(3)
Case Projects
471(2)
Resolve Folder and File Issues
473(46)
Configuring and Troubleshooting Access to Simple File Sharing
474(11)
Selecting a File System
474(3)
Using Simple File Sharing
477(3)
Configure Sharing and Security Settings
480(1)
Troubleshooting Sharing and Security Settings
480(5)
Identify and Troubleshoot Problems with Folders
485(14)
NTFS File System Required
486(1)
Using Local User Groups
486(2)
Assigning Shared Folder Permissions
488(2)
Assigning NTFS Permissions
490(2)
Combining Shared Folders and NTFS Permissions
492(1)
Moving and Copying Files
493(5)
Troubleshooting Share and NTFS Permissions
498(1)
Managing Disk Storage with Quotas
499(6)
Implementing Disk Quotas
499(3)
Using Individual Disk Quotas
502(1)
Troubleshooting Disk Quotas
502(3)
Configuring and Troubleshooting Access to Offline Files
505(6)
Offline Files and Mobile Users
505(3)
Troubleshooting Offline Files
508(3)
Chapter Summary
511(1)
Key Terms
512(1)
Review Questions
512(4)
Case Projects
516(3)
Configure Application Security
519(38)
Configuring Office Application Security Settings
520(8)
Configuring Password and Encryption Protection
520(6)
Configuring Macro Security Settings
526(2)
Using Local Security Policy for Computers in Workgroups
528(7)
Viewing the Local Security Settings Window
528(1)
Setting Password and Account Lockout Policy
529(4)
Customizing the Logon Process
533(2)
Identifying and Troubleshooting Domain Policy Issues
535(12)
Domain Security Policies
535(2)
Applying Domain Security Policy
537(1)
Viewing Domain Security Policy
537(4)
Troubleshooting Domain Policy Issues
541(6)
Identifying and Responding to Security Incidents
547(4)
Identifying Attacks
547(2)
Protecting Against Attacks
549(2)
Chapter Summary
551(1)
Key Terms
552(1)
Review Questions
553(3)
Case Projects
556(1)
Manage Office Application Updates and Upgrades
557(40)
Tracking and Identifying Applicable Office Application Updates
558(11)
Differences Between Critical Updates and Updates
558(1)
Types of Updates
558(1)
Upgrading Programs
559(1)
Availability of Updates
559(6)
Assessing the Updates
565(1)
Obtaining the Updates
565(2)
Testing the Updates
567(1)
Deploying the Updates
568(1)
Managing Office Application Add-Ins and Templates
569(7)
Managing Add-Ins
569(5)
Managing Templates
574(2)
Monitoring Security Vulnerabilities and Updates
576(6)
Security Bulletins
576(1)
Microsoft Baseline Security Analyzer
577(5)
Methods to Distribute Updates
582(8)
Windows Update
583(1)
Automatic Updates
584(4)
Microsoft Software Update Services (SUS)
588(2)
Chapter Summary
590(1)
Key Terms
590(1)
Review Questions
591(4)
Case Projects
595(2)
Practice Exam 597(16)
Glossary 613(8)
Index 621

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