Training and Certification

Rubel Khan's Blog

Exam 70-685: Pro: Windows 7, Enterprise Desktop Support Technician

Posted by Rubel Khan on August 1, 2009

Published: September 14, 2009 (in development)
Language(s): English
Audience(s): IT Professionals
Technology: Windows 7
Type: Proctored Exam

 

Credit Toward CertificationWhen you pass Exam 70-685: Pro: Windows 7, Enterprise Desktop Support Technician, you complete the requirements for the following certification(s):

Microsoft Certified IT Professional (MCITP): Enterprise Desktop Support Technician 7

Skills Being MeasuredThis exam measures your ability to accomplish the technical tasks listed below.The percentages indicate the relative weight of each major topic area on the exam.

 

Identifying Cause of and Resolving Desktop Application Issues (20 percent)

  • Identify and resolve new software installation issues.
    • This objective may include but is not limited to: installation permissions; local administrator requirement; licensing restrictions; digital signing
  • Identify and resolve software configuration issues.
    • This objective may include but is not limited to: enabling and disabling features; advanced settings; pointing to a network resource; changing the default settings on the image
  • Identify cause of and resolve software failure issues.
    • This objective may include but is not limited to: checking the logs; checking whether the application runs in Safe mode; running the application in a previous version of Windows; repairing the installation; checking recently added programs; restoring or reimaging the system

Identifying Cause of and Resolving Networking Issues (23 percent)

  • Identify and resolve logon issues.
    • This objective may include but is not limited to: hardware vs. network; password expiration; trust relationships with machine accounts; determining logon context; logon hours compliance
  • Identify and resolve network connectivity issues.
    • This objective may include but is not limited to: determining scope of issue; determining whether it’s a PC or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway
  • Identify and resolve names resolution issues.
    • This objective may include but is not limited to: checking which DNS is assigned; flushing the DNS cache; nslookup to DNS server; checking the DHCP scopes
  • Identify and resolve network printer issues.
    • This objective may include but is not limited to: hardware failure; server issues; printer failure; network issues; driver issues

Managing and Maintaining Systems That Run Windows 7 Client (21 percent)

  • Identify and resolve performance issues.
    • This objective may include but is not limited to: analyzing system and application logs; analyzing started services; setting power management; checking hard drive space; optimizing virtual memory
  • Identify and resolve hardware failure issues.
    • This objective may include but is not limited to: identifying bad sectors; diagnosing memory issues; recommending replacement hardware; updating the BIOS; determining which component is broken

Supporting Mobile Users (18 percent)

  • Identify and resolve wireless connectivity issues.
    • This objective may include but is not limited to: signal strength; encryption types; encryption keys; wireless profiles; mobile devices
  • Identify and resolve remote access issues.
    • This objective may include but is not limited to: VPN client not connecting; IPv6 support; access and authentication to network resources
  • Manage file synchronization.
    • This objective may include but is not limited to: synchronizing offline files and folders; restoring the backup files; folder size limits; roaming profiles

Identifying Cause of and Resolving Security Issues (18 percent)

  • Identify and resolve Windows Internet Explorer security issues.
    • This objective may include but is not limited to: adding trusted sites; advanced settings; installing plug-ins; identifying group policy restrictions; certificates
  • Identify and resolve firewall issues.
    • This objective may include but is not limited to: determining whether a port or a protocol needs to be enabled; determining whether access needs to be provided to an external address
  • Identify and resolve issues due to malicious software.
    • This objective may include but is not limited to: analyzing services; analyzing programs; analyzing processes; analyzing browser helper add-ons; user account control
  • Identify and resolve encryption issues.
    • This objective may include but is not limited to: requirements for installing; recovering encryption keys; key management
  • Identify and resolve software update issues.
    • This objective may include but is not limited to: identifying software update level; checking whether client is receiving regularly scheduled updates; identifying incompatibility of update with other applications
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