Supporting Users and Troubleshooting a Windows® XP Operating System Exam Cram™ 2 (Exam 70-27)

Supporting Users and Troubleshooting a Windows® XP Operating System Exam Cram™ 2 (Exam 70-27)

by Dan Balter, Philip Wiest
Released July 2004
Publisher(s): Pearson IT Certification
ISBN: 9780789731494

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Book description

The new Microsoft Certified Desktop Support Technician (MCDST) credential proves that you have the skills to successfully support end users and successfully troubleshoot desktop environments running on Windows XP. MCDST candidates must pass two core exams (70-271 and 70-272). The 70-271 exam, when combined with the 70-272 (the application exam for desktop support technicians), validates that a candidate can successfully answer (or escalate) all calls from end users. Co-written by best-selling author Dan Balter, the MCDST 70-271 Exam Cram 2 gives readers the essential information they need to know to pass this exam, focusing on exactly what they need to know. This book can be used as a sole study guide for those experienced with Windows XP or it is the perfect supplement guide for more comprehensive training materials, instructor-led classes, and/or computer-based training.

Table of contents

  1. Table of Contents (1/3)
  2. Table of Contents (2/3)
  3. Table of Contents (3/3)
  4. Introduction
  5. Self-Assessment (1/3)
  6. Self-Assessment (2/3)
  7. Self-Assessment (3/3)
  8. Chapter 1 Installing the Windows XP Desktop Operating System
    1. Flavors of the Windows XP Operating System
      1. Hardware Requirements and Installation Issues
      2. Licensing Issues and MPA
      3. Using the Licensing Tools
    2. Performing an Attended Installation of Windows XP
      1. Understanding the Installation Steps
      2. Installing the Windows XP Operating System
    3. Performing Unattended Installations of Windows XP
      1. Automating CD-ROM and Network Installations
      2. Automating Installations with RIS
      3. Automating Installations with Third-Party Disk Imaging Tools
    4. Performing Upgrade Installations
      1. Planning the Upgrade and Verifying Compatibility
      2. Installing the Windows XP Upgrade
      3. Migrating User Settings to Windows XP
    5. Updating and Troubleshooting Windows XP Installations
      1. Keeping Windows Systems Up-to-Date
      2. Troubleshooting Installation Problems
    6. Exam Prep Questions (1/2)
    7. Exam Prep Questions (2/2)
  9. Chapter 2 Configuring and Troubleshooting Resources
    1. Managing and Troubleshooting Shared Folders
      1. Managing and Troubleshooting Simple File Sharing
      2. Creating and Removing Shared Folders
      3. Connecting to Shared Resources on a Microsoft Windows–Based Network
      4. Controlling Access to Shared Folders by Using Share Permissions
      5. Monitoring, Managing, and Troubleshooting Access to Files and Folders Under NTFS
      6. Controlling Access to Files and Folders by Using NTFS Permissions (1/2)
      7. Controlling Access to Files and Folders by Using NTFS Permissions (2/2)
      8. Understanding and Troubleshooting “Access Denied” Messages
      9. Optimizing Access to Files and Folders
    2. Managing and Troubleshooting EFS
    3. Working with Local and Network Printers
      1. Managing Local Printers and Print Jobs
      2. Controlling Access to Printers
      3. Connecting to a Local Printer
      4. Managing Network Printers and Print Jobs (1/2)
      5. Managing Network Printers and Print Jobs (2/2)
    4. Managing and Troubleshooting Offline Files
      1. Configuring and Troubleshooting Offline Files
      2. Troubleshooting Synchronization Issues
    5. Exam Prep Questions
    6. Need to Know More?
  10. Chapter 3 Managing and Troubleshooting Desktop Storage
    1. Disk Storage Administration
      1. Basic Disks
      2. Dynamic Disks
      3. Managing Basic and Dynamic Disks
      4. Moving Disks to a Different Computer
    2. Working with Basic Partitions
      1. Using Partitions and Logical Drives on Basic Disks
    3. Dynamic Volumes
      1. Simple Volumes
      2. Spanned Volumes
      3. Extending Simple or Spanned Volumes
      4. Striped Volumes
    4. Troubleshooting Issues on Basic and Dynamic Disks
      1. Installing Windows XP on a Dynamic Disk
      2. Extending a Volume on a Dynamic Disk
      3. Upgrading from Windows NT 4 with Basic Disks
      4. Diagnosing Hard-Disk Problems
      5. Supporting CD and DVD Playback and Recording Devices
      6. Configuring and Troubleshooting Removable Storage (1/2)
      7. Configuring and Troubleshooting Removable Storage (2/2)
    5. The Disk Defragmenter Tool
    6. Exam Prep Questions (1/2)
    7. Exam Prep Questions (2/2)
    8. Need to Know More?
  11. Chapter 4 Setting Up and Troubleshooting Hardware Components and Device Drivers
    1. Managing and Troubleshooting Hardware Devices and Drivers
      1. Installing, Configuring, and Managing Hardware
      2. Managing Device Drivers and System Updates
      3. Managing and Troubleshooting Device Conflicts
      4. Managing and Troubleshooting Driver Signing
      5. Working with USB Controllers and Hubs
      6. Working with NICs
      7. Setting Up Wireless Networking Support
      8. Configuring and Troubleshooting Video Display Devices
      9. Configuring Multiple-Monitor Support
      10. Managing Tape Backup Devices
      11. Upgrading a System from Uniprocessor to Multiprocessor
      12. Managing and Troubleshooting Hardware Profiles
      13. Managing Power Configurations and Settings
    2. Exam Prep Questions (1/2)
    3. Exam Prep Questions (2/2)
    4. Need to Know More?
  12. Chapter 5 Managing and Troubleshooting User and Desktop Settings
    1. Configuring and Troubleshooting Desktop Settings
      1. Changing Settings for the Taskbar and Toolbars
      2. Changing Pointing Device Settings
      3. Configuring Support for Multiple Languages or Multiple Locations
      4. Configuring and Troubleshooting Regional Settings
      5. Configuring and Troubleshooting Accessibility Services
      6. Configuring and Troubleshooting the Fax Service
      7. Managing and Troubleshooting the Task Scheduler
    2. Configuring and Managing User Profiles
      1. Migrating User Settings with the File Settings and Transfer Wizard
      2. Configuring and Troubleshooting Fast User Switching
    3. Installing Applications by Using Windows Installer Packages
      1. Publishing MSI Packages
      2. Specifying Program Compatibility Settings
    4. Using MSCONFIG for Troubleshooting and Customizing
    5. Exam Prep Questions (1/2)
    6. Exam Prep Questions (2/2)
    7. Need to Know More?
  13. Chapter 6 Troubleshooting Local Security, System Startup, and User Logon Problems
    1. Local User Accounts
      1. Managing and Troubleshooting Local User Accounts
    2. Managing and Troubleshooting Local Security Settings
      1. Editing Local Policy Settings
      2. Using the Security Configuration and Analysis Tool
      3. Troubleshooting Active Directory Security Policies
      4. Managing and Troubleshooting Local User Rights
      5. Managing and Troubleshooting Local User Settings (1/2)
      6. Managing and Troubleshooting Local User Settings (2/2)
      7. Configuring Software Restriction Policies
    3. Identifying and Troubleshooting Computer Startup Issues (1/2)
    4. Identifying and Troubleshooting Computer Startup Issues (2/2)
    5. Identifying and Troubleshooting Local User Logon Issues
    6. Identifying and Troubleshooting Domain User Logon Issues
    7. Exam Prep Questions (1/2)
    8. Exam Prep Questions (2/2)
    9. Need to Know More?
  14. Chapter 7 Monitoring and Analyzing Operating System Performance
    1. Monitoring and Analyzing Event Logs
      1. Working with the Event Viewer
    2. Performance Monitoring Tactics
      1. Working with the Perfmon’s System Monitor
      2. System Real-Time Monitoring with Task Manager
      3. Customizing Real-Time Monitoring with System Monitor (1/2)
      4. Customizing Real-Time Monitoring with System Monitor (2/2)
    3. Monitoring Windows XP
      1. Troubleshooting Performance Bottlenecks with System Monitor
    4. Analyzing and Optimizing Windows XP Subsystems
      1. Monitoring Processor Usage
      2. Monitoring Memory Usage
      3. Monitoring Disk Usage
      4. Monitoring Network Usage
    5. Exam Prep Questions (1/2)
    6. Exam Prep Questions (2/2)
  15. Chapter 8 Managing and Troubleshooting Network Protocols and Services
    1. Examining TCP/IP Networking Features and Tools
      1. Understanding the TCP/IP Utilities and Their Uses
    2. Configuring and Troubleshooting TCP/IP Settings
      1. Choosing Between Manual and Automatic IP Address Assignments
      2. Configuring and Troubleshooting the ICF
      3. Configuring and Troubleshooting Hostname Resolution Issues
      4. Configuring and Troubleshooting NetBIOS Name-Resolution Issues
      5. Setting Up and Troubleshooting Dial-Up Connections
      6. Setting Up and Troubleshooting Remote Connections over the Internet
    3. Configuring and Troubleshooting Internet Explorer Settings
      1. Diagnosing and Correcting Internet Explorer Connection Settings
      2. Diagnosing and Correcting Internet Explorer Security Settings
      3. Diagnosing and Correcting Internet Explorer General Settings
    4. Remotely Diagnosing and Correcting Desktop Computer Issues
      1. Using a Remote Desktop Connection for Troubleshooting
      2. Using Remote Assistance for Troubleshooting
    5. Exam Prep Questions (1/2)
    6. Exam Prep Questions (2/2)
  16. Chapter 9 Practice Exam 1 (1/5)
  17. Chapter 9 Practice Exam 1 (2/5)
  18. Chapter 9 Practice Exam 1 (3/5)
  19. Chapter 9 Practice Exam 1 (4/5)
  20. Chapter 9 Practice Exam 1 (5/5)
  21. Chapter 10 Answer Key for Practice Exam 1 (1/4)
  22. Chapter 10 Answer Key for Practice Exam 1 (2/4)
  23. Chapter 10 Answer Key for Practice Exam 1 (3/4)
  24. Chapter 10 Answer Key for Practice Exam 1 (4/4)
  25. Chapter 11 Practice Exam 2 (1/5)
  26. Chapter 11 Practice Exam 2 (2/5)
  27. Chapter 11 Practice Exam 2 (3/5)
  28. Chapter 11 Practice Exam 2 (4/5)
  29. Chapter 11 Practice Exam 2 (5/5)
  30. Chapter 12 Answers to Practice Exam 2 (1/4)
  31. Chapter 12 Answers to Practice Exam 2 (2/4)
  32. Chapter 12 Answers to Practice Exam 2 (3/4)
  33. Chapter 12 Answers to Practice Exam 2 (4/4)
  34. Appendix A: What’s on the CD?
    1. CD Contents and Installation Instructions
    2. Multiple Test Modes
      1. Study Mode
      2. Certification Mode
      3. Custom Mode
      4. Missed Question Mode
      5. Non-Duplicate Mode
    3. Random Questions and Order of Answers
    4. Detailed Explanations of Correct and Incorrect Answers
    5. Attention to Exam Objectives
    6. Installing the CD
      1. Creating a Shortcut to the MeasureUp Practice Tests
    7. Technical Support
  35. Appendix B: Need to Know More?
    1. Chapter 1
    2. Chapter 2
    3. Chapter 3
    4. Chapter 5
    5. Chapter 6
    6. Chapter 7
    7. Chapter 8
  36. Glossary
    1. A
    2. B
    3. C
    4. D
    5. E
    6. F
    7. G
    8. H
    9. I
    10. L
    11. M
    12. N
    13. O
    14. P
    15. R
    16. S
    17. T
    18. U
    19. V
    20. W
    21. Z
  37. Index
    1. A
    2. B
    3. C
    4. D
    5. E
    6. F
    7. G
    8. H
    9. I
    10. J - K
    11. L
    12. M
    13. N
    14. O
    15. P
    16. Q - R
    17. S
    18. T
    19. U
    20. V
    21. W - Z

Product information

  • Title: Supporting Users and Troubleshooting a Windows® XP Operating System Exam Cram™ 2 (Exam 70-27)
  • Author(s): Dan Balter, Philip Wiest
  • Release date: July 2004
  • Publisher(s): Pearson IT Certification
  • ISBN: 9780789731494