1. 10982B Supporting and Troubleshooting Windows 10 Course 10982B
Module 0: Introduction
10982B
Supporting and Troubleshooting Windows 10

2. Welcome! Thank you for joining us today.
Course 10982B
Module 0: Introduction
Thank you for joining us today.
We’ve worked together with Microsoft Learning Partners and Microsoft IT Academies to bring you a world-class learning experience, including:
today’s experience. We value your feedback!
Certification Benefits. After training, consider pursuing a Microsoft Certification, to help distinguish your technical expertise and experience. Ask your instructor about available exam promotions and discounts.
Microsoft Certified Trainers + Instructors. Your instructor is a premier technical and instructional expert who meets ongoing certification requirements.
We wish you a great learning experience and ongoing career success!
Customer Satisfaction Guarantee. Our Partners offer a satisfaction guarantee and we hold them accountable for it. At the end of class, please complete an evaluation of

3. Hello Instructor: <Instructor Name>
Course 10982B
Module 0: Introduction
Instructor: <Instructor Name>
<Title or other credentials, e.g. Microsoft Certified Trainer>
<Affiliation/Company>
<A few words about my technical and professional experience>

4. Student Introductions
Course 10982B
Module 0: Introduction
Name
Company affiliation
Title/function
Job responsibility
Windows Client experience
Your expectations for the course

5. Facilities Class hours Building hours Parking Restrooms Meals Phones
Course 10982B
Module 0: Introduction
Class hours
Building hours
Parking
Restrooms
Meals
Phones
Messages
Smoking
Recycling
Emergency procedures
Explain the:
Class hours
Extended building hours for labs
Parking
Restroom location
Meals
Phones
Message posting
Where smoking is or is not allowed
Let students know if your facility has Internet access that is available for them to use during class breaks.
Make sure that the students are aware of the recycling program if one is available.
Finally, inform students about any emergency procedures (for example, emergency exits) and plans in the event of fire or other such emergency.

6. About This Course – Audience
Course 10982B
Module 0: Introduction
The primary audience for this course is the Enterprise Desktop Support Technician (EDST), who provides Tier 2 support to users that run Windows 10 PCs and devices in medium-to-large enterprise organizations, within a Windows domain environment. EDSTs focus on a broad range of technical issues for Windows operating systems, devices, cloud services, applications, networking, and hardware support.

7. About This Course – Prerequisites
Course 10982B
Module 0: Introduction
This course requires that you meet the following prerequisites:
Networking fundamentals, including TCP/IP, UDP, and DNS
Microsoft AD DS principles
Understanding of the PKI components
Windows Server 2012 R2 fundamentals
Microsoft Windows Client essentials; such as experience with Windows 10 or knowledge from the courses and

8. Your course material (optional)
Course 10982B
Module 0: Introduction
Designed to optimize your classroom learning experience.
And support you back on the job.
Microsoft Official Course Handbook
Organized by Modules
Includes Labs + Lab Answer Keys
Module Reviews + Takeaways—great for on-the-job reference
Digital Companion Content
Supplemental content + helpful links
Download at:

9. Your course materials (optional)
Course 10982B
Module 0: Introduction
Microsoft Official Course Handbook (Online)
Accessed online using the Arvato Skillpipe reader at
Registration/Login and redeem your digital courseware
Add notes, add comments, and highlight content just as you would with printed materials
Organized by modules
Includes Labs and Lab Answer Keys
Module Reviews and Takeaways—great for on-the-job reference
Digital Companion Content
Supplemental content and helpful links
Download at:

10. Course Outline Module 1: Implementing a Troubleshooting Methodology
Course 10982B
Module 0: Introduction
Module 1: Implementing a Troubleshooting Methodology
Module 2: Troubleshooting Startup Issues
Module 3: Troubleshooting Hardware and Device Drivers
Module 4: Troubleshooting Remote Computers
Module 5: Resolving Issues with Network Connectivity
Module 6: Troubleshooting Group Policy
Module 7: Troubleshooting User Settings
Module 8: Troubleshooting Remote Connectivity
Module 9: Troubleshooting Resource Access within a Domain

11. Course Outline (continued)
Course 10982B
Module 0: Introduction
Module 10: Troubleshooting Resource Access for Clients That Are Not Domain Members
Module 11: Troubleshooting Applications
Module 12: Maintaining Windows 10
Module 13: Recovering Data and Operating Systems

12. Related Courses 20697-1: Installing and Configuring Windows 10
Course 10982B
Module 0: Introduction
: Installing and Configuring Windows 10
: Deploying and Managing Windows 10 Using Enterprise Services
See the full line of Microsoft Training and Certification resources at:

13. Microsoft Certification Program
Course 10982B
Module 0: Introduction
Get trained. Get certified.
Get ahead.
Microsoft Certifications demonstrate you that have the skills to design, deploy, and optimize the latest technology solutions.
Ask your Microsoft Learning Partner how you can prepare for certification.
Also see:
certification

14. Windows Certification Paths
Course 10982B
Module 0: Introduction
MCSE Enterprise Devices and Apps
Deploying Windows Desktops and Enterprise Applications
Course 20695
Administering System Center Configuration Manager and Intune
Course 20696
MCSA Windows 10
Installing and Configuring Windows 10
Course A
Deploying and Managing Windows 10 Using Enterprise Services
Course A
70-697: Managing Windows 10 Devices
Deploying Windows Desktops and Enterprise Applications
Administering System Center Configuration Manager and Intune
Exam
Exam

15. Preparing for the Labs
Course 10982B
Module 0: Introduction
Your lab activities will be centered around a fictitious company that we will call A. Datum Corporation
By working through the labs, you will learn how to troubleshoot Windows 10 clients in a Windows Server 2013 domain environment
To complete the labs, you will work in a virtual machine environment
You should tell students at this stage whether the course labs will be run as on-premises (local) labs, run on the local host machines in Hyper-V or as Microsoft Labs Online (MLO) hosted labs, which are accessed on the local host machines via a web browser. For example, the virtual machines are running on a hosted platform and accessed via a browser.

16. Virtual Machine Environment
Course 10982B
Module 0: Introduction
Virtual machine name:
Use as:
10982B-LON-DC1
Windows Server 2012 R2 domain controller in the Adatum.com domain
10982B-LON-CL1
Windows 10 Enterprise computer, member of Adatum.com domain
10982B-LON-CL2
10982B-LON-CL3
Windows 8.1 computer, member of Adatum.com domain
10982B-LON-CL4
Windows 10 Enterprise computer, non-domain joined

17. Virtual Machine Environment (continued)
Course 10982B
Module 0: Introduction
Virtual machine name:
Use as:
10982B-LON-SVR1
Member servers running Windows Server 2012 R2
10982B-LON-SVR2
Member server running Windows Server 2012 R2,
10982B-LON-RTR
configured as a router
10982B-LON-INET
Stand-alone server running Windows Server
2012 R2

18. Demonstration: Using Microsoft Labs Online (Optional)
Course 10982B
Module 0: Introduction
In this demonstration, you will learn how to:
Access the Microsoft Labs Online lab environment
Read the lab notes carefully because some procedures procedures may be different for on- premises labs when compared to online labs. Lab steps may be slightly different, and any differences will be detailed in the Lab Notes.
Switch between virtual machines
If you are using on-premises (local) labs, you can remove this slide.
If you are using MLO, you should take this opportunity to show students the lab environment.
Take a minute to login and describe the environment to the students. Be sure to point out the online Lab Notes document, which contains details of any changes to the lab steps.

19. Demonstration: Using Hyper-V Manager (Optional)
Course 10982B
Module 0: Introduction
In this demonstration, you will learn how to:
Open Hyper-V Manager
Navigate the various sections/panes within Hyper-V Manager:
Virtual machines, checkpoints, and actions: server-specific and virtual machine-specific
Identify the virtual machines used in the labs for this course
Take a Checkpoint and Apply a Checkpoint
Connect to a virtual machine
Start and sign in to a virtual machine
Switch between full screen and window modes
Revert to the previous snapshot
Shut down a virtual machine
When to use Shut Down or Turn off
Close Hyper-V Manager
If you are using Microsoft Labs Online (MLO), you can remove this slide, and refer to the previous slide Demonstration: Using Microsoft Labs Online (MLO).
If you are using on-premises (local) labs, you can leave this slide.