作者简介：Walter Glenn, Microsoft Certified System Engineer (MCSE), Microsoft Certified Desktop Support Technician (MCDST), and Microsoft Certified Trainer (MCT), has been a part of the com-puter industry for more than 17 years and currently works in Huntsville, Alabama, as a consultant, trainer, and writer. Walter is a regular columnist in Microsoft's TechNet Zone and is the author or coauthor of nearly 20 computer titles, including Microsoft Exchange Server 2003 Administrator's Companion (Microsoft Press, 2003), Mike Meyers' MCSA Managing a Microsoft Windows Server 2003 Network Environment Certifica- tion Passport (Exam 70-291) (Osborne, 2003), and MCSE Self-Paced Training Kit (Exam 70-297): Designing a Microsoft Windows Server 2003 Active Directory and Net- work Infrastructure (Microsoft Press, 2003). He has also written a number of Web- based courses that are geared toward Microsoft certification training.
作者简介
目录
目录
Acknowledgments About This Book Intended Audience Prerequisites About the CD-ROM Features of This Book Part 1: Learn at Your Own Pace Part 2: Prepare for the Exam Informational Notes Notational Conventions Keyboard Conventions Getting Started Software Requirements Hardware Requirements Setup Instructions The Microsoft Certified Professional Program Certifications Requirements for Becoming a Microsoft Certified Professional Technical Support Evaluation Edition Software Support Part 1 Learn at Your Own Pace 1 Introduction to Desktop Support Why This Chapter Matters Before You Begin Lesson 1: Introduction to Supporting Users The End User's Level of Expertise Traits of a Good Desktop Support Technician Lesson Review Lesson Summary Lesson 2: Overview of Corporate Environments Types of Networks Tier Structure Job Titles and Requirements Practice: Identifying Tasks in a Corporate Environment Lesson Review Lesson Summary Lesson 3: Overview of Noncorporate Environments Telephone Call Centers Repair Shops and Private Businesses Internet Service Providers Lesson Review Lesson Summary Case Scenario Exercises Scenario 1.1 Scenario 1.2 Chapter Summary Exam Highlights Key Points Key Terms Questions and Answers Resolving a Service Call Why This Chapter Matters Before You Begin Lesson 1: Knowing What to Ask Asking Who, When, What, Why, and How Reproducing the Problem Lesson Review Lesson Summary Lesson 2: Determining a Solution Understanding General Troubleshooting Procedures Locating the Answers Working Through Possible Solutions Practice: Determining a Solution Lesson Review Lesson Summary Lesson 3: Informing and Teaching the End User Explaining the Problem and Solution to the End User Helping the User Solve Problems with Online Help and Support Teaching Common Maintenance Tasks Practice: Exploring the Windows Troubleshooters Lesson Review Lesson Summary 3 Troubleshooting the Operating System 4 Microsoft Outlook and Outlook Express 5 Supporting Microsoft Internet Explorer 6 Installing and Configuring Offlications 7 Troubleshooting Office Applications 8 Common Connectivity Problems 9 Security and Security Permissions 10 Protecting the Computer 11 Troubleshooting Application Access on Multiuser,Multiple Boot,and Networked Computers 12 Resolving Issues with Locally Attached Devices Part 2 Prepare for the Exam 13 Configuring and Troubleshooting Applications 14 Resolving Issues Related to Usability 15 Resolving Issues Related to Application Customization 16 Configuring and Troubleshooting Connectivity for Applications 17 Configuring Application Security Glossary Index System Requirements
