Written by a veteran in the field, this book presents a concise overview of the Microsoft Certified Desktop Support Technician certification exams, covering both the Operating Systems (70-271) and the Applications (70-272) tests. In addition to reviewing the credential and explaining how to prepare psychologically for each test, the book specific addresses each exam objective as stated by Microsoft. It encompasses the installation, configuration, troubleshooting of operating systems and software applications, addressing hardware devices and drivers, user environments, customization, and application security. In a clear and efficient manner, the book incorporates both the detailed instructions that newcomers want and the "quick-and-dry" facts needed by those familiar with the certification process. The accompanying CD-ROM offers computer-based practice tests so readers can become comfortable with the CBT format of the exam.

Tim Warner (Nashville, TN) is a senior-level network administrator for the Vanderbilt University Institute for Software Integrated Systems (ISIS)

Preface	p. ix
Overview of the MCDST Credential	p. 1
How Microsoft Certification Can Benefit You	p. 3
How Can Microsoft Certification Benefit You?	p. 3
Overview of Microsoft Certifications	p. 4
Other Related IT Certifications	p. 8
Conclusion	p. 10
Introduction to the MCDST Credential	p. 11
What Is a Desktop Support Technician, Anyway?	p. 11
General Overview of the MCDST Certification	p. 12
Exam 70-271: The Operating System Exam	p. 14
Exam 70-272: The Applications Exam	p. 19
Conclusion	p. 22
General Strategies for the MCDST Exams	p. 23
Introduction	p. 23
Registering for the Tests	p. 23
Introduction to Computer-Based Testing	p. 28
Types of Items You Can Expect to See	p. 30
After the Test	p. 34
Conclusion	p. 35
EXAM 70-271: The Operating System EXAM	p. 37
Installing a Windows Desktop Operating System	p. 39
Introduction	p. 39
Performing and Troubleshooting Windows XP Attended Installations	p. 42
Performing and Troubleshooting Windows XP Unattended Installations	p. 52
Upgrading from a Previous Version of Windows	p. 59
Windows XP Product Licensing	p. 65
Conclusion	p. 69
Managing and Troubleshooting Access to Resources	p. 71
Introduction	p. 71
Managing and Troubleshooting Access to Files and Folders	p. 72
Managing and Accessing Local and Network Print Devices	p. 101
Managing and Troubleshooting Offline Files	p. 120
Conclusion	p. 131
Configuring and Troubleshooting Hardware Devices and Drivers	p. 133
Introduction	p. 133
Managing Device Drivers	p. 133
Configuring and Troubleshooting Storage Devices	p. 142
Configuring and Troubleshooting Display Devices	p. 150
Configuring and Troubleshooting Advanced Configuration and Power Interface (ACPI)	p. 158
Configuring and Troubleshooting I/O Devices	p. 164
Conclusion	p. 170
Configuring and Troubleshooting the Desktop and User Environments	p. 171
Introduction	p. 171
Configuring the User Environment	p. 172
Configuring Support for Multiple Languages or Multiple Locations	p. 178
Troubleshooting Security Settings and Local Security Policy	p. 185
Configuring and Troubleshooting Local User Accounts	p. 193
Troubleshooting System Startup and User Logon Problems	p. 199
Monitoring and Analyzing System Performance	p. 209
Conclusion	p. 224
Troubleshooting Network Protocols and Services	p. 225
Introduction	p. 225
Troubleshooting TCP/IP	p. 225
Troubleshooting Name Resolution Issues	p. 244
Configuring and Troubleshooting Remote Connections	p. 252
Configuring and Troubleshooting Microsoft Internet Explorer	p. 265
Conclusion	p. 278
EXAM 70-272: The Applications EXAM	p. 279
Configuring and Troubleshooting MS-DOS and 16-Bit Applications	p. 281
Introduction	p. 281
Supporting MS-DOS and Win16 Applications	p. 283
Configuring Application Compatibility Settings	p. 292
Configuring Application Security	p. 295
Conclusion	p. 303
Configuring and Troubleshooting Microsoft Office Applications	p. 305
Introduction	p. 305
Overview of Microsoft Office System 2003	p. 306
Office 2003 Installation and Activation	p. 307
Maintaining Office 2003	p. 311
Customizing Office 2003 Applications	p. 320
Supporting Office 2003 Language Features	p. 328
Office 2003 Online Help Options	p. 331
Practice Questions	p. 335
Conclusion	p. 342
Configuring and Troubleshooting Microsoft Office Outlook and Outlook Express	p. 343
Introduction	p. 343
Outlook 2003 and Outlook Express 6.0: A Comparison	p. 343
Supporting Microsoft Outlook Express 6.0	p. 344
Supporting Microsoft Office Outlook 2003	p. 355
Practice Questions	p. 369
Conclusion	p. 377
Configuring and Troubleshooting Microsoft Internet Explorer	p. 379
Introduction	p. 379
Web Content Zones and Security Levels: A Quick Refresher Course	p. 380
Configuring Privacy Options in Internet Explorer	p. 381
Customizing Internet Explorer	p. 385
Troubleshooting Internet Explorer	p. 392
Practice Questions	p. 393
Conclusion	p. 405
About the CD-ROM	p. 407
Index	p. 409
Table of Contents provided by Ingram. All Rights Reserved.

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