MCDST: Microsoft Certified Desktop Support Technician Study Guide (Exams 70 - 271 and 70 - 272) / Edition 1

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If you're seeking MCDST certification, here's the book you need to prepare for Exam 70-271, Supporting Users and Troubleshooting a Microsoft XP Operating System, and Exam 70-272, Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System. This revised and updated Deluxe Edition features over 200 pages of new content-including the very latest updates to the exams as well as case studies-and provides complete instruction to meet the exacting requirements of each exam. Prepare for your certification and career with this two-in-one, value-packed guide.

Inside you'll find:

  • Practical information on how to analyze problems and provide support to end users
  • Hundreds of challenging review questions
  • Bonus CD loaded with exam prep software, four bonus exams, Sybex test engine, and 300 electronic flashcards

Authoritative coverage of all exam objectives, including:

Exam 70-271

  • Installing a Windows Desktop Operating System
  • Managing and Troubleshooting Access to Resources
  • Configuring and Troubleshooting Hardware Devices and Drivers
  • Configuring and Troubleshooting the Desktop and User Environments
  • Troubleshooting Network Protocols and Services

Exam 70-272

  • Configuring and Troubleshooting Applications
  • Resolving Issues Related to Usability
  • Resolving Issues Related to Application Customization
  • Configuring and Troubleshooting Connectivity for Applications
  • Configuring Application Security

SYBEX TEST ENGINE: Test your knowledge with advanced testing software. Includes all chapter review questions plus bonus exams.

ELECTRONIC FLASHCARDS: Reinforce your understanding with flashcards that can run on your PC, Pocket PC, or Palm device.

Also on the CD you'll find the entire book in searchable and printable PDF. Study anywhere, any time, and approach the exam with confidence.

Visit for all of your Microsoft certification needs

Note: CD-ROM/DVD and other supplementary materials are not included as part of eBook file.

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Product Details

  • ISBN-13: 9780471789291
  • Publisher: Wiley
  • Publication date: 4/10/2006
  • Edition description: Deluxe Edition
  • Edition number: 1
  • Pages: 624
  • Product dimensions: 7.60 (w) x 9.28 (h) x 1.59 (d)

Meet the Author

Bill Ferguson, MCT, has been in the computer industry forover fifteen years. He was a Certified Technical Trainer withExecuTrain for many years and now runs his own training andconsulting company from Birmingham, Alabama. Bill has written manyother books including Sybex's Network+ FastPass.

Brad Causey, MCT, is a technical trainer and consultantin the southeast United States. He runs a security consultingcompany and also develops courseware and training videos with manyonline training vendors.

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Table of Contents


Assessment Test.

Part I User Support and Troubleshooting a Microsoft WindowsXP Operating System.

Chapter 1 Installing a Windows Desktop OperatingSystem.

Performing and Troubleshooting an Attended Installation ofWindows XP.

Verifying that Hardware Meets the Minimum Requirements.

Checking Hardware and Software Compatibility.

Preparing the BIOS.

Obtaining Driver Updates.

Preparing the Hard Disk for Installation.

Installing the Windows XP Operating System.

Performing and Troubleshooting an Unattended Installation ofWindows XP.

Answer Files.

Uniqueness Database Files.

Remote Installation Services.

Performing and Troubleshooting an Upgrade Installation ofWindows XP.

Using the Upgrade Advisor.

Using the User State Migration Tool.

Using the Files and Settings Transfer Wizard.

Uninstalling Windows XP.

Performing and Troubleshooting a Multiboot Installation ofWindows XP.


Exam Essentials.

Review Questions.

Answers to Review Questions.

Chapter 2 Managing and Troubleshooting Access toResources.

Files and Folders.

NTFS File Permissions.

NTFS Folder Permissions.

Verifying NTFS File and Folder Permissions.

Special Considerations with Managing and Troubleshooting NTFSPermissions.

Shared Folders.

Simple File Sharing.

Classic Sharing.


Local Printers.

Network Printers.

Printer Permissions.

Troubleshooting Printers.

Offline Files and Folders.

Offline File Settings.



Exam Essentials.

Review Questions.

Answers to Review Questions.

Chapter 3 Configuring and Troubleshooting Hardware Devicesand Drivers.

Storage Devices.

Fixed Storage Devices.

Removable Storage Devices.

Display Devices.

Types of Display Devices.

Display Settings.

Advanced Configuration and Power Interface (ACPI).

Power Schemes.

Standby vs. Hibernate.

I/O Devices.

Types of I/O Devices.

Hardware Profiles.

Troubleshooting I/O Devices.


Updating Drivers.

Rolling Back Drivers.

Driver Signing.


Exam Essentials.

Review Questions.

Answers to Review Questions.

Chapter 4 Configuring and Troubleshooting the Desktop andUser Environments.

User Environment.

Desktop Settings.

Taskbar, Start Menu, and Toolbar Settings.

Accessibility Options and Features.

Pointing Device Settings.

Fast User Switching.

Multiple Languages or Multiple Locations.


Regional and Language Options.

Security Settings and Local Security Policy.

Configuring and Troubleshooting Local Security PolicySettings.

Recognizing Network Security Policy Settings.

Local User and Group Accounts.

Local User Accounts.


System Startup and User Logon.

System Startup.

User Logon to a Computer.

User Logon to a Domain.

System Performance.

Computer Resources.

Performance Monitoring Tools.


Exam Essentials.

Review Questions.

Answers to Review Questions.

Chapter 5 Recovering Windows XP from Failure.

The Boot Process.

Boot Phase.

Kernel Load Phase.

Logon Phase.

Last Known Good.

Current Control Set.

Using Last Known Good.

Safe Mode.

Safe Mode.

Recovery Console.

Installing the Recovery Console.

Using the Recovery Console.

Automated System Recovery.

Preparing for ASR.

Using ASR.


Exam Essentials.

Review Questions.

Answers to Review Questions.

Chapter 6 Troubleshooting Network Protocols andServices.


Manual IP Address Configuration.

Automatic IP Address Configuration.

Windows Firewall Configuration.

TCP/IP Troubleshooting.

Name Resolution Troubleshooting.

NetBIOS Names.


Name Resolution Troubleshooting Tools.

Remote Connections.

Dial-up Connections.

VPN Connections.

Internet Explorer.

General Tab.

Security Tab.

Privacy Tab.

Content Tab.

Connections Tab.

Programs Tab.

Advanced Tab.

Remote Connectivity Tools.

Remote Desktop.

Remote Assistance.


Exam Essentials.

Review Questions.

Answer to Review Questions.

Part II Supporting Users and Troubleshooting DesktopApplications on a Microsoft Windows XP Operating System.

Chapter 7 Configuring and TroubleshootingApplications.

Microsoft Office.

Installing Microsoft Office.

Configuring, Managing, and Troubleshooting Microsoft OfficeApplications.

Configuring and Troubleshooting Outlook Email Accounts forClients.

Internet Explorer.





Outlook Express.

Configuring and Troubleshooting Outlook Express for EmailAccounts.

Application Support.

Backward Compatibility.

Multiuser and Multiboot Configuration.


Exam Essentials.

Review Questions.

Answers to Review Questions.

Chapter 8 Resolving Usability Issues.

Microsoft Office.

Microsoft Application Customization.

Microsoft Office Customization.

Interpreting Microsoft Office Error Messages.

Internet Explorer.

Internet Explorer Settings.

Interpreting Error Messages in Internet Explorer.

Outlook Express.

Outlook Express Settings.

Interpreting Outlook Express Error Messages.

Operating System Features.

Configuring Operating System Features.

Interpreting Error Messages Related to the Operating System.


Exam Essentials.

Review Questions.

Answers to Review Questions.

Chapter 9 Resolving Application Customization Issues.

Customizing Office Applications.

Customizing Toolbars.

Configuring Proofing Tools.

Managing Outlook Data.

Customizing Internet Explorer.

Saving a Password for a Website.

Organizing Favorites.

Customizing the Internet Explorer Toolbar.

Customizing Outlook Express.

Outlook Express Identities.

Import and Export Tools.

Customizing the Outlook Express Toolbar.

Customizing Windows XP Settings.

Customizing the Start Menu and Taskbar.

Customizing Regional Settings.

Customizing Operating System Fonts.

Customizing Folder Settings.


Exam Essentials.

Review Questions.

Answers to Review Questions.

Chapter 10 Configuring and Troubleshooting Connectivity forApplications.

Name Resolution.

Types of Names and Addresses Used by Computers.

Types of Services and Files That Are Used to Resolve Names.

Network Adapter Configuration.

IP Address.

Subnet Mask.

Default Gateway.

LAN and Routing and Remote Access Configuration.

LAN Configuration.

Remote Access Server Configuration for Clients.

Firewall Configuration.

Locally Attached Devices.

Printers and Faxes.

Scanners and Cameras.


Exam Essentials.

Review Questions.

Answers to Review Questions.

Chapter 11 Configuring Application Security.

Problems Related to Permissions.

Security Incidents.


Security Updates and Patches.

Application Security.


Exam Essentials.

Review Questions.

Answers to Review Questions.



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Sort by: Showing all of 3 Customer Reviews
  • Anonymous

    Posted July 17, 2009

    Bill Ferguson

    Bill Ferguson may have alot of certifications,but as an instructor he falls far short of the mark. I would pass on his books and his instructional videos.

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  • Anonymous

    Posted August 8, 2006

    Sybex falls tragically short this time

    Sybex normally has a reputation of being THE book to study to prepare for your exam of choice. Unfortunately this one falls well below of my expectations. I've been in the IT industry for a few years now, and even I found this book to be a difficult read. Many times, the elements presented dont follow a logical sequence, making it necessary to flip back and forth among chapters to gain the proper perspective. This book often calls reference to items you'll learn in future chapters, which can be confusing when the authors throw acronyms at you that you dont understand. Also, I find the review questions in this book rely solely on your memorization of the material studied, but not on APPLYING that knowledge to a real-life scenario, which is really what you will be tested on (applied knowledge). The review CD that comes with the book is equally uneffective. It does have a feature where you can re-review all the end-of-chapter questions, along with a 'flash card' program of about 300 fill in the blank, and true/false questions, but again these are strictly memorization, and doesnt really help when presented with a problem thats not in the book. After finishing the 70-271 section, and answering all the book questions, I downloaded another test resource and was blown away with how much I still did not know. I really cannot recommend this book, I really should start reading reviews before I blow 60 bucks. Try the Microsoft Press books, they're more expensive, but well worth it. At least you'll walk away with a feeling of actually being prepared for the test. But of course, these are just my thoughts. Good luck to all the techies in getting your certs!

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  • Anonymous

    Posted February 3, 2006

    not good enough

    This book seems to be a nice pick, but after taking the test, I must say that it does not give enough info. Definately don't rely on this book alone if you take this exam.

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