MC ST（70-272）致胜经典：Microsoft Windows XP桌面应用程序用户支持与故障排除（第二版）（英文版） umd mobi chm 夸克云 免费 azw3 下载 pdf

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.

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

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书籍介绍

本书为英文版。

本书可为测试70-272提供全面的考前准备，该测试是MCDST证书的核心考试内容，也可增进读者的职业技能。本书为适应Service Pack 2已进行了全面升级，练习包有425道实用问题，包括全面的复习、案例讨论、故障排除试验等等。