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0 - INTRODUCTION

Course Introduction

Prerequisites
Roadmaps .
Roadmap: APGC Windows Generalist .
Roadmap: EMEA Consumer Support .
Roadmap: General Assist: New Hire .
Roadmap: General Assist: XP to Vista Migration .
Roadmap: General Assist: Vista to XP Migration .
Roadmap: Networking New Hire .
Roadmap: Networking: XP to Vista Migration .
Roadmap: Networking: Vista to XP Migration .
Roadmap: PC Safety New Hire .
Roadmap: Setup New Hire .
Roadmap: Setup: XP to Vista Migration .
Roadmap: Setup: Vista to XP Migration .
Roadmap: Windows Generalist .
Roadmap: Windows Vista Generalist
Windows XP Overview . .
Activity: Windows XP Setup
Windows Vista Overview .
Windows Vista Overview: Features and Changes . .
Activity: Windows Vista Setup

1 - WINDOWS BASICS

Overview
Startup and Shutdown
Windows Support Tools . .
Lab: Windows Support Tools
Hardware and Device Drivers . .
Activity: Hardware and Device Basics
Storage . .
Activity: Storage Windows Security and Maintenance . .
Activity: Windows Security and Maintenance
Errors and Problem Events
Windows XP Service Pack Overview
Windows Vista Service Pack Overview

2- TROUBLESHOOTING BASICS

Overview
MSDT and Solution Wizard: New Hire Only . .
Lab: MSDT and Solution Wizard
System Restore
Device and Driver Troubleshooting Basics . .
Activity: Device and Driver Troubleshooting Basics
Data Loss/Data Recovery Discussion
Windows XP Troubleshooting .
Safe Mode and Clean Boot Troubleshooting .
Windows XP In-Place OS Reinstall . .
Lab: In-Place OS Reinstall
Windows Vista Troubleshooting .
In-Place OS Reinstall . .
Lab: In-Place OS Reinstall .
Freeing Disk Space . .
Activity: Freeing Disk Space .
Verifying Internet Connectivity . .
Activity: Verifying Internet Connectivity

3 - SETUP

Windows XP .
Installation Overview .
Installation Phases .
Repair Installation and In-Place Upgrade
Windows Vista .
Setup Flow . .
Lab: Clean Install .
Setup Troubleshooting . .
Lab: Upgrade .
Disaster Recovery . .
Lab: Disaster Recovery .
Revert to Previous OS . .
Lab: Revert to Previous OS .
Impact of SP1 on Setup Support
Windows Activation .
Windows Activation Basics .
Activation and Product Keys

4 - STARTUP

General Topics: New Hire Only .


Registry Basics
Windows XP .
Boot Process .
Recovery Console (RC) .
Registry Troubleshooting . .
Lab: XP Registry Troubleshooting . .
Lab: Slow Startup Troubleshooting
Windows Vista .
Startup Troubleshooting and WinRE . .
Lab: Startup Troubleshooting Basics .
Boot Configuration Data and Troubleshooting . .
Lab: Startup Troubleshooting and BCD

5 - OS CORE

Windows XP .
Device Upgrade and Installation: New Hire Only .
Troubleshooting Problem Devices .
Driver Rollback .
USB and IEEE 1394: New Hire Only .
Display .
Power Management
Windows Vista .
Driver Troubleshooting . .
Lab: Driver Troubleshooting .
Aero Glass Troubleshooting .
Power Management .
Performance Troubleshooting .
Search . .
Lab: Search .
Windows Search 4.0

6 - USERS

Windows XP .
User Accounts .
User Profiles . .
Lab: User Profiles Windows Vista .
User Accounts and Winlogon .
User Account Control (UAC) .
User Profiles . .
Lab: User Profiles

7 - SECURITY

General Topics: New Hire Only .


Browser Hijacking .
Spyware .
Microsoft Antivirus and Antispyware Product Comparison .
Windows Defender . .
Lab: Windows Defender
Windows Vista .
Security Center . .
Lab: Security Center .
Parental Controls . .
Lab: Parental Controls

8 - STORAGE

General: New Hire Only .


Disk Basics .
File Systems Windows XP .
Disk Maintenance Tools .
CD Recording .
Advanced Troubleshooting Tools
Windows Vista .
CD-DVD Media Burning . .
Lab: CD-DVD Media Burning .
Volume Shadow Service .
Previous Versions

9 - BACKUP

Windows XP .
Backup: NTBackup, ASR, and Certificates
Windows Vista .
Backup . .
Lab: Backup .
Data Migration . .
Lab: Data Migration

13 - UPDATES

Windows XP .
Service Pack Overview .
Service Pack Installation .
Service Pack Uninstall .
Service Pack Installation Troubleshooting . .
Lab: Installing SP3 . .
Lab: Uninstall of SP3 Windows Vista .
Windows Update Troubleshooting . .
Lab: Windows Update Troubleshooting .
Windows Vista SP1 Overview .
Installing SP1: Windows Update .
Installing SP1: Standalone . .
Lab: Installing SP1 .
Impact of SP1 on Support .
Update Installation Troubleshooting . .
Lab: Update Installation Troubleshooting .
SP1 Uninstall Troubleshooting .
Windows Vista SP2

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