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70-685 - Enterprise Desktop Support Technician for Windows 7

Video Description

The 70-685: Enterprise Desktop Support Technician training course is ideal for the IT support staff responsible for day-to-day troubleshooting of the end-user devices running on Microsoft Windows. The course enhances the students’ knowledge of Windows XP and Windows Vista so that they are able to work on Windows 7 as Enterprise Desktop Support Technicians (EDSTs) in Tier 2 support environments. The ultimate goal of this training is to enable the candidates to support the Windows 7 operating system and solve technical troubleshooting problems in a Windows 7 environment. The course is designed for Information Technology (IT) professionals who have experience with Windows XP and Windows Vista and want to work as Windows 7 Enterprise Desktop Support Technicians (EDSTs). The course is based on the official exam contents of the 70-685 exam and prepares the candidates for the same. The certification exam is the final requirement for the Enterprise Desktop Support Technician (EDST) professional credential.

Table of Contents

  1. Course Introduction
    1. Introduction 00:01:01
    2. Course Introduction 00:03:17
    3. Instructor Introduction 00:00:10
  2. Chapter 01 - Identifying Cause and Resolving Desktop Application Issues
    1. Identifying Cause and Resolving Desktop Application Issues 00:02:01
    2. Role of Enterprise Technician 00:05:14
    3. Troubleshooting Windows 7 00:05:21
    4. Programs Troubleshooting 00:01:23
    5. Using a Troubleshooter 00:02:40
    6. Demo - Troubleshooter 00:04:26
    7. Problem Steps Recorder 00:01:33
    8. Problem Steps Recorder Output 00:02:12
    9. Demo - Problem Steps Recorder 00:05:28
    10. Software Installation Methods 00:04:08
    11. Installing Applications 00:01:18
    12. Using Group Policy to Install Software 00:05:07
    13. Demo - GPO Driver Installation 00:07:57
    14. Other Group Policy Settings 00:02:58
    15. Group Policy and Software Restrictions 00:01:29
    16. Order of Software Restriction Policies Processing 00:01:48
    17. Enforcement Rules 00:01:04
    18. AppLocker 00:01:07
    19. AppLocker Requirements 00:01:07
    20. Creating AppLocker Rules Procedure Reference 00:00:28
    21. Demo - AppLocker Rules 00:05:22
    22. AppLocker Advantages 00:01:02
    23. AppLocker Disadvantages 00:00:47
    24. Installation Permissions and Compatibility 00:01:20
    25. Mitigation of Compatibility Issues 00:02:43
    26. Application Compatibility Options 00:02:08
    27. Digital Signing Software 00:01:54
    28. Program Compatibility - Control Panel 00:00:28
    29. Application Compatibility Toolkit Features 00:01:46
    30. Application Compatibility Toolkit (ACT) 00:01:22
    31. Running Applications in Compatibility Mode 00:00:26
    32. Demo - Compatibility Toolkit 00:03:50
    33. Other Tools to Know About 00:01:10
    34. User Account Control (UAC) 00:02:45
    35. Demo - User Account Control 00:05:12
    36. Windows Installer 00:01:45
    37. Identifying Cause of and Resolving Desktop Application Issues 00:02:13
    38. Running Legacy Applications 00:02:26
    39. How to Update Applications 00:01:22
    40. Application Updates 00:01:20
    41. Windows Update 00:02:18
    42. Demo - Windows Update 00:04:18
    43. WSUS 00:01:28
    44. GPO Options - WSUS 00:01:14
    45. WSUS Server Administrator 00:02:12
    46. WSUS Options 00:00:45
    47. Troubleshooting Windows Update 00:01:19
    48. Windows Management Instrumentation (WMI) 00:01:33
    49. WMI Tasks 00:01:08
    50. Sample VB Script Using WMI 00:05:06
    51. Internet Explorer 00:02:28
    52. Internet Explorer Privacy Settings 00:05:07
    53. Internet Explorer Add-Ons 00:01:12
    54. Demo - Internet Explorer Add-Ons 00:02:56
    55. Smart Screen Filter 00:00:46
    56. Demo - Smart Screen Filter 00:01:21
    57. Browsing History 00:01:32
    58. Web Site Certificates 00:03:12
    59. Group Policy Restrictions 00:01:40
    60. Demo - Group Policy Restrictions 00:05:40
    61. Restore Default Settings 00:00:52
    62. Chapter 01 Review 00:01:33
  3. Chapter 02 - Operating System Troubleshooting and Support
    1. Operating System Troubleshooting and Support 00:00:45
    2. Startup Architecture 00:02:34
    3. Windows Startup Recovery: Two Options 00:01:53
    4. Windows Startup Recovery: Advanced Boot Options 00:03:30
    5. Demo - Windows Advanced Startup Options F8 00:03:33
    6. Recovery Tools in Windows RE 00:02:27
    7. Demo - Windows RE 00:09:42
    8. Windows System Restore 00:03:38
    9. Demo - System Restore 00:04:45
    10. BCD 00:02:16
    11. MSConfig.exe 00:06:02
    12. Demo - MSCONFIG 00:11:35
    13. BCDEdit.exe 00:01:13
    14. Demo - BCDEdit 00:03:13
    15. Demo - Editing BCD 00:08:47
    16. Safe Mode Options 00:02:58
    17. Identifying Software Update Level 00:01:39
    18. Demo - Identifying Software Update Level 00:01:48
    19. Working with Services 00:03:21
    20. Configuring Services 00:02:08
    21. Demo - Configuring Services 00:04:05
    22. Finding Problems with Services 00:01:16
    23. Ways to Disable Services 00:02:11
    24. Demo - SC Query 00:03:20
    25. OS Troubleshooters 00:03:53
    26. Troubleshooting Pack Components 00:01:25
    27. Event Viewer 00:03:11
    28. Demo - Event Viewer 00:06:27
    29. Event Log Configuration 00:00:38
    30. Properties in Event Viewer 00:04:07
    31. Event Viewer and Task Scheduler 00:01:02
    32. Demo - Attach a Task in Event Viewer 00:06:13
    33. Event Forwarding 00:02:37
    34. Creating Event Subscriptions 00:02:47
    35. Enabling Subscriptions for Event Forwarding 00:00:32
    36. System Restore 00:02:01
    37. Windows Experience Index 00:04:03
    38. How Scores Work Together 00:02:25
    39. Demo - Windows Experience Index 00:01:18
    40. Windows 7 and Language Packs 00:01:37
    41. New Features of Language Packs 00:01:26
    42. Language Pack Deployment Options 00:00:55
    43. Multilingual Deployments 00:00:42
    44. Language Deployment 00:00:20
    45. Test Environments 00:02:36
    46. Imaging 00:01:49
    47. Windows Deployment Services 00:00:47
    48. Unattended Setup - WDS 00:00:34
    49. Microsoft Deployment Toolkit 00:00:55
    50. ImageX Commands 00:01:19
    51. ImageX Commands (Cont.) 00:00:50
    52. Internet Explorer Compatibility 00:03:22
    53. Enabling Compatibility 00:01:27
    54. Demo - Internet Explorer Compatibility 00:02:05
    55. Chapter 02 Review 00:02:01
  4. Chapter 03 - Networking with Windows 7
    1. Networking with Windows 7 00:02:08
    2. Windows 7 Network Access 00:01:30
    3. Demo - Network and Sharing Center 00:11:40
    4. Demo - Connect/Disconnect VPN 00:02:06
    5. Link Layer Topology Discover (LLTD) 00:02:10
    6. Troubleshooting: Wired Networks 00:04:43
    7. Troubleshooting: Wireless 00:03:30
    8. Wireless Signal Strength 00:03:03
    9. Network Protocols 00:02:42
    10. Wireless Security 00:05:20
    11. Encryption Methods 00:02:53
    12. Wireless Profiles - Manual Configuration 00:02:37
    13. Demo - Wireless GPO 00:07:53
    14. Automatic Configuration 00:03:16
    15. Network Hardware 00:04:13
    16. Network Architecture Part1 00:00:18
    17. Network Architecture Part2 00:04:48
    18. Network Architecture Part3 00:01:58
    19. Network Scope 00:03:25
    20. TCP/IP Configuration 00:11:06
    21. Demo - IPCONFIG 00:05:16
    22. TCP/IP Utilities 00:07:39
    23. Demo - TCP/IP Utilities Part1 00:15:53
    24. Demo - TCP/IP Utilities Part2 00:08:42
    25. Demo - Telnet 00:04:17
    26. Testing Connectivity with IPv4 00:08:34
    27. Demo - Testing Connectivity 00:13:17
    28. IPv6 00:03:50
    29. Name Resolution 00:03:19
    30. Domain Name System (DNS) 00:05:17
    31. Hosts File 00:03:51
    32. Windows Internet Name Service (WINS) 00:02:26
    33. LMHOSTS 00:04:13
    34. Order of Name Resolution Methods 00:02:18
    35. Link-local Multicast Name Resolution (LLMNR) 00:01:29
    36. Troubleshooting: Name Resolution 00:01:27
    37. IPSec 00:03:38
    38. Authentication of Connections 00:01:33
    39. Network Profiles 00:01:38
    40. Network Diagnostics 00:01:24
    41. Remote Access Methods 00:06:10
    42. VPN and Dial-up Authentication 00:02:33
    43. Direct Access Configuration 00:01:01
    44. Direct Access Authentication Methods 00:00:59
    45. Connection Manager Administration Kit 00:00:55
    46. Troubleshooting Remote Access 00:01:19
    47. Branch Cache 00:00:32
    48. Branch Cache - Configuration Options 00:00:42
    49. Chapter 03 Review 00:01:09
  5. Chapter 04 - Configuring Security and Troubleshooting Issues
    1. Configuring Security and Troubleshooting Issues 00:01:55
    2. Certificates 00:03:29
    3. Certificate Types 00:00:34
    4. Encrypting Files System 00:01:22
    5. EFS Encryption Keys 00:01:41
    6. Process of EFS 00:01:17
    7. Recovery Agents 00:00:34
    8. EFS Configuration 00:00:41
    9. Best Practices for EFS 00:01:59
    10. BitLocker Drive Encryption 00:01:45
    11. BitLocker Recovery 00:00:37
    12. How to Determine If Your Computer Has TPM 00:01:20
    13. Group Policy Settings - BitLocker 00:00:18
    14. BitLocker Best Practices 00:01:36
    15. BitLocker to Go 00:00:38
    16. Internet Explorer 00:02:12
    17. Demo - Configuring Internet Explorer 00:13:13
    18. User Account Control 00:03:34
    19. Firewalls 00:03:25
    20. Demo - Windows Advanced Firewall 00:09:07
    21. Windows Firewall with Advanced Security 00:03:29
    22. Create a New Rule 00:01:48
    23. Exceptions 00:00:42
    24. Conflicting Firewall Rules 00:00:37
    25. Logging 00:01:24
    26. Network Security Tools 00:01:22
    27. Windows Defender 00:01:00
    28. Demo - Netsh 00:07:18
    29. Protecting the OS from Attacks Part1 00:02:04
    30. Protecting the OS from Attacks Part2 00:03:27
    31. Types of Issues as a Result of Infection 00:00:38
    32. Windows 7 Tools and Features 00:02:57
    33. Demo - Registry Editor 00:11:03
    34. Demo - Action Center 00:03:19
    35. Demo - Windows 7 Action Center 00:03:52
    36. Protecting the PC Proactively 00:02:46
    37. Programs to Assist 00:03:38
    38. Most Effective 00:02:10
    39. Anti -Virus Software 00:01:44
    40. Microsoft Security Essentials 00:01:23
    41. Spyware and Preventative Measures 00:01:01
    42. Internet Explorer Protection 00:01:16
    43. How to Know If Your Infected 00:01:06
    44. How to Respond to Infected PC 00:03:30
    45. Chapter 04 Review 00:01:09
  6. Chapter 05 - Supporting Mobile Users
    1. Chapter 05 - Supporting Mobile Users 00:01:53
    2. Supporting Mobile Users 00:01:36
    3. VPN Networking 00:02:36
    4. VPN Protocols 00:03:43
    5. VPN Authentication Methods 00:03:58
    6. Network Policies 00:02:41
    7. Network Policies Flow 00:02:50
    8. Remote Desktop 00:09:37
    9. Demo - Remote Desktop 00:03:09
    10. Configure Remote Desktop through GPO 00:01:17
    11. Demo - GPO - RDP 00:03:02
    12. Remote Assistance 00:03:27
    13. Configuring Remote Assistance with GPO 00:00:45
    14. Network Access Protection 00:03:08
    15. Troubleshooting NAP 00:00:43
    16. Direct Access 00:01:42
    17. DirectAccess Configuration Notes 00:01:10
    18. Branch Cache 00:01:38
    19. Setting Power Management 00:03:42
    20. Demo - Power Management 00:06:02
    21. Chapter 05 Review 00:00:55
  7. Chapter 06 - Maintaining Hardware on Windows 7
    1. Maintaining Hardware on Windows 7 00:00:38
    2. Types of Failures 00:02:38
    3. Identifying Hardware Issues 00:02:30
    4. Demo - Hardware Information 00:04:51
    5. Troubleshooting Hardware 00:01:03
    6. Devices Most Likely to Fail 00:00:44
    7. Memory Failures 00:03:29
    8. Hard Drive Failure 00:02:09
    9. Demo - Hard Drives 00:02:40
    10. Working with Hard Drive Issues 00:01:55
    11. Network Card Issues 00:02:57
    12. Power Supply Issues 00:03:10
    13. Hardware Diagnostic Tools Summary 00:01:05
    14. Resource Monitor 00:02:49
    15. Demo - Resource Monitor 00:06:45
    16. Performance Monitor 00:01:32
    17. Demo - Performance Monitor 00:10:30
    18. What Are Data Collector Sets? 00:00:23
    19. Demo - Data Collector Sets 00:06:14
    20. What Is Reliability Monitor? 00:00:42
    21. Demo - Reliability Monitor 00:03:37
    22. Performance Issues 00:02:48
    23. Demo - Process Affinity 00:03:55
    24. Common Components 00:04:38
    25. Device Drivers 00:01:10
    26. Removing Unsigned Drivers 00:00:36
    27. PNPUtil.exe 00:01:02
    28. Driver Verifier 00:00:21
    29. Updating Drivers 00:01:14
    30. Safe Mode 00:01:10
    31. Safe Mode Notes 00:01:34
    32. Legacy Programs with Driver Install 00:01:39
    33. Configuring Page File 00:03:32
    34. Demo - Virtual Memory 00:03:25
    35. Power Management 00:02:24
    36. Managing USB Devices 00:01:41
    37. Windows 7 Clients and Printer Installation 00:01:04
    38. Mobile Users and Printing 00:01:18
    39. XPS Based Printing 00:01:24
    40. Printer Driver Issues 00:00:49
    41. Print Spooler 00:02:35
    42. Spooler Options 00:01:40
    43. Configuration Options 00:01:46
    44. Printer Pools 00:00:36
    45. Installing Printers on the Network 00:01:05
    46. Printers and Group Policy 00:00:42
    47. How to Connect to Network Printers 00:01:35
    48. Internet Printers 00:01:05
    49. Printer Permissions 00:00:57
    50. Location Aware Printing 00:00:23
    51. Chapter 06 Review 00:01:13
  8. Chapter 07 - Centralizing Configurations
    1. Centralizing Configurations 00:00:28
    2. What is Group Policy 00:01:41
    3. Group Policy Settings 00:01:59
    4. Demo - Local GPO 00:03:28
    5. Tools to Determine Group Policy Issues 00:01:23
    6. Demo - GPO Server 00:06:58
    7. Administrative Templates 00:02:27
    8. Group Policy Application and Processing Order 00:05:49
    9. Settings That Can Affect Group Policy 00:00:39
    10. GPO Examples 00:03:25
    11. Synchronous GPO Processing 00:00:40
    12. Asynchronous GPO Processing 00:01:08
    13. Loopback Processing 00:02:04
    14. GPO Troubleshooting 00:01:53
    15. GPO Tools 00:01:17
    16. Event Viewer 00:01:04
    17. Event Forwarding 00:01:30
    18. Chapter 07 Review 00:00:36
  9. Chapter 08 - User Login, Profiles and Access to Resources
    1. User Login, Profiles and Access to Resources 00:00:46
    2. Login Process 00:04:43
    3. Types of Authentication 00:02:13
    4. Demo - User Accounts 00:04:10
    5. Multi-factor Authentication 00:00:50
    6. Network Infrastructure 00:01:38
    7. Active Directory 00:01:24
    8. Active Directory Infrastructure 00:04:54
    9. Active Directory Topology 00:00:57
    10. Network Based Services 00:01:59
    11. DNS 00:01:12
    12. Types of DNS Zones 00:01:09
    13. Demo - DNS 00:02:58
    14. DHCP 00:01:24
    15. Time Servers 00:01:27
    16. Trust Relationships 00:01:12
    17. Trust Examples 00:02:38
    18. Machine Accounts 00:04:15
    19. Benefits of Pre-staging Computer Accounts 00:01:22
    20. User Accounts 00:00:57
    21. Cached Credentials 00:00:46
    22. User Profiles 00:02:00
    23. Local Profiles 00:01:05
    24. Roaming User Profiles 00:00:17
    25. Mandatory User Profiles 00:01:57
    26. Troubleshooting: Login Settings 00:03:22
    27. Troubleshooting: Logon Errors 00:00:46
    28. Drive Mappings 00:02:24
    29. Demo - Drive Mappings 00:05:05
    30. Shared Folders 00:01:09
    31. Offline Files 00:01:16
    32. Offline File Settings – Server Side 00:01:21
    33. Demo - Offline Files 00:06:21
    34. Configuring Offline Files – Client Side 00:01:13
    35. Sync Center 00:01:09
    36. Offline Files Options 00:00:36
    37. Troubleshooting: Offline Files 00:00:44
    38. Transparent Caching 00:00:52
    39. NTFS Security 00:02:33
    40. Combining Shared Permissions with NTFS Permissions 00:01:40
    41. Inheritance 00:00:44
    42. NTFS DENY Permission 00:03:21
    43. Using DFS for Access to File Resources 00:01:31
    44. How DFS Works 00:01:25
    45. Notes About DFS 00:02:07
    46. Restoring Files – Local and Network 00:01:59
    47. Backups 00:00:47
    48. Chapter 08 Review 00:00:46
    49. Course Closure 00:02:01