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Windows Networking Program 2004

Summer 2004 Sam Bowne

Final Grades Posted 8-1-04

Description · Schedule · Lectures · Projects · Homework · Links · Policy · Home Page · Discussion Board

Windows XP Inside Out

Buy Windows XP Pro
for Under $80

This summer program consists of two courses, meant to be taken together:

CNIT 235: Windows Desktop Support Technician
9:00 am - 11:30 am

CNIT 105: Help Desk Operations
12:30 pm - 3:00 pm

Both classes meet in Science 214, CCSF, 50 Phelan Ave.

Help Desk Textbook

Textbook Links

Class Descriptions

CNIT 235: Windows Desktop Support Technician

Provides knowledge, skills, and practical methods to troubleshoot basic problems end users face running Windows XP Operating System and to configure and maintain common office applications in a network environment.

Upon successful completion of this course, the student will be able to:

A. Describe known problems associated with installations and upgrades of the Operating System
B. Apply service packs, patches, and application updates
C. Perform client configuration and customization
D. Troubleshoot system startup and user logon problems
E. Interpret various error messages and suggest appropriate solutions to the problems
F. Configure and troubleshoot hardware devices, such as displays, storage devices, and printers
G. Configure and troubleshoot security settings and security policies
H. Answer end-user questions related to application security
I. Demonstrate use of the Remote Desktop and Remote Assistance features
J. Set application compatibility settings
K. Analyze and resolve application installation problems
L. Manage email databases, including importing data, and fixing corrupted data

CNIT 105: Help Desk Operations

An overview of the concepts and procedures associated with operating a technical support center or help desk call center, with particular emphasis on technologies that can facilitate the work and generate statistics. Additionally, the course will include extensive simulated and hands-on experience, role-playing, and problem solving to practice good customer service and communications skills.

Upon successful completion of this course, the student will be able to:

A. Define and describe essential components of a successful help desk center
B. Describe, develop, and practice good customer service and presentation skills
C. Explain and establish priorities and procedures for help desk operations
D. Plan roles and schedules for support teams; develop a plan for customer training
E. Demonstrate ability to use and configure various technologies: fax, voice mail, email, database, web page
F. Demonstrate ability to locate information, resources, updates, and support from various sources
G. Troubleshoot customer problems, including analysis of root causes and description of common problems
H. Evaluate and demonstrate computer software for help desk management
I. Develop and document standards to compare, evaluate, and select appropriate software and hardware
J. Monitor and analyze network performance track trends and identify bottlenecks
K. Monitor and analyze statistics; define trouble spots and areas for improvement
L. Make recommendations to modify current operations to improve customer service


Dates Morning Class Topics Afternoon Class Topics
Week 1: Mon 6-21 - Fri 6-25 Part 1: Setup, Startup, Tune-Up Ch 1. Introduction to End-User Computing
Ch 2. Introduction to Computer User Support
Ch 3. Customer Service Skills for User Support
Week 2: Mon 6-28 - Fri 7-2 Mon: Quiz 1 on Ch 1-7
Part 2: Customizing Windows XP
Part 3: Managing Files
Mon: HW Due Ch 1-3 and Quiz 1 on Ch 1-3
Ch 4. Troubleshooting Computer Problems
Ch 5. Common Support Problems
Ch 6. Help Desk Operation
Mon 7-5 Holiday: No Class
Week 3: Tue 7-6 - Fri 7-9 Tue: Quiz 2 on Ch 8-14
We will cover Chapters 15, 19, 20, 24, 25, and 26
Skip Chapters 16-18 and 21-23
Tue: HW Due Ch 4-6 and Quiz 2 on Ch 4-6
Ch 7. User Support Management
Ch 8. Product Evaluation Strategies and Support Standards
Fri: Help Desk Project 2 Due
Week 4: Mon 7-12 - Fri 7-16 Mon: Quiz 3 on Ch 15, 19, 20, 24, 25, and 26
We will cover Chapters 29-36
Mon: Quiz 3 on Ch 7-8
Ch 9. User Needs Analysis and Assessment
Fri: Help Desk Projects 3 and 4 Due
Week 5: Mon 7-19 - Fri 7-23 Mon: Quiz 4 on Parts 6 - 8
Test Prep
Mon: Field Trip: AT&T Network Disaster Recovery

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Desktop Support Technician Lectures
From Windows XP Inside Out

Chapters 1-4
    Chapter 1 - Introducing Windows XP
    Chapter 2 - Installing and Configuring Windows XP
    Chapter 3 - Controlling Access to Your Computer
    Chapter 4 - Help and Support Options Chapters 1-4 of Windows XP Inside Out
Chapters 5-7
    Chapter 5 - Installing, Uninstalling, and Managing Programs
    Chapter 6 - Setting Up and Troubleshooting Hardware
    Chapter 7 - Tuning Up System Performance
Topics to Study Ch 1-7

Chapters 8-10
    Chapter 8 - Tweaking the Windows XP Interface
    Chapter 9 - Configuring Shutdown and Power Management Options
    Chapter 10 - Automating Windows XP
Chapters 11-12
    Chapter 11 - Windows Explorer for Experts
    Chapter 12 - Managing and Finding Files
Chapter 13 - Securing Files and Folders
Chapter 14 - Encrypting Confidential Information
Topics to Study Ch 8-14

Chapter 15 - Working with Offline Files and Folders
Chapter 19 - Advanced Internet Explorer Options
Chapter 20 - Securing Your Internet Connection
Chapter 24 - Performing Routine Maintenance
Chapters 25-26
    Chapter 25 - Recovering After a Computer Crash
    Chapter 26 - Managing Disks and Drives
Topics to Study Ch 15, 19, 20, 24, 25, and 26

Chapter 29 - Setting Up a Small Network
Chapter 30 - Tweaking and Troubleshooting a Small Network
Chapter 31 - Managing Shared Folders and Printers
Chapter 32 - Remote Access Options
Chapter 33 - Working with Windows Domains
Chapter 34 - Managing User Profiles and Policies
Chapters 35-36
    Chapter 35 - Monitoring System Activities with Event Viewer
    Chapter 36 - Auditing Security
Topics to Study Ch 29-36

Help Desk Operations Lectures:

Chapter 1: Introduction to End-User Computing
Chapter 2: Introduction to Computer User Support
Chapter 3: Customer Service Skills for User Support
Chapter 4: Troubleshooting Computer Problems
Chapter 5: Common Support Problems
Chapter 6: Help Desk Operation
Chapter 7: User Support Management
Chapter 8: Product Evaluation Strategies and Support Standards
Chapter 9: User Needs Analysis and Assessment

The lectures are in PowerPoint format. If you do not have PowerPoint you will need to install the Free PowerPoint Viewer.

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Downloading MSDNAA Software

Project 1: Attended Installation of Windows XP Professional
Project 1a: Unattended Installation of Windows XP Professional
Project 2: Accounts and Sharing
Project 3: Help and Knowledge Base
Project 4: Remote Assistance
Projects 5 & 6: Driver Rollback and Task Manager      The RACE.BAT test file       The RACE2.BAT test file
Project 7: Joining a Domain
Project 8: Hibernation
Project 9: Scheduled Tasks
Project 10: Customizing the Desktop
Project 11: File Associations
Project 12: File Compression
Project 13: NTFS Permissions
Project 14: Encrypting File System
Project 15: Offline Files
Project 16: Maintenance and Backup
Project 17: Disk Management
Project 18: Making a Workgroup
Project 19: TCP/IP Addressing Exercises
Project 20: Command-Line Utilities for Networking
Project 21: Printing
Project 22: Remote Desktop
Project 23: Virtual Private Networks
Project 24: Roaming Profiles
Project 25: Group Policy
Project 26: Event Viewer

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Homework for Help Desk Operations

Chapter 1: Pick 2 of these 10 projects and do them: Projects 1-3, 1-5, 1-6, 1-7, 1-8, or 1-9, or Case Projects 1, 2, 3, or 4.
Chapter 2: Do these three things: Project 2-3 (find at least 3 jobs), Case Project 2 (write a couple of paragraphs), and Case Project 4 (write a couple of paragraphs).
Chapter 3: Pick 2 of these 10 projects and do them: Projects 3-1, 3-2, 3-3, 3-5, 3-6, 3-7, 3-8, or Case Projects 1, 2, or 4.
Chapter 4: Do any four of the items in Case Project 1. Write the solutions down briefly. Then do one of the remaining three Case Projects 2, 3, or 4 (another good example of diagnostic software is, and you don't have to download anything to use it).
Help Desk Project 1: Discussion Board
Chapter 5: Do any two of Hands-On Projects 5-1 through 5-10. Write the solutions down briefly.
Chapter 6: Do Project 6-3 (seven answers). Just assign the priorities and briefly explain why you made those choices. You don't need to discuss your answers with your classmates.
Help Desk Project 2: Job Announcement
Help Desk Projects 3 and 4: Job Interviews
Help Desk Projects 5: Using Microsoft Project
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Help Desk


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Last Updated: 8-1-04