HOUSTON COMMUNITY COLLEGE SOUTHWEST Supporting Users Running Applications on Microsoft Windows XP - Academy ITSC 1091 Date and Time of class: Class CRN: Instructor’s Name: School Site: Phone number:-2- Revised 4/24/07 HOUSTON COMMUNITY COLLEGE • SOUTHWEST COURSE SYLLABUS Supporting Users Running Applications on Microsoft Windows XP - Academy ITSC 1091 This two-day instructor led course is to provide content on reacting to incident requests from users by troubleshooting and repairing end user problems with applications running on Microsoft Windows XP Professional and Windows XP Home Edition. This course is primarily intended for people who have little or no job experience in the Internet Technology (IT) industry. Topics address recently identified current events, skills, knowledges, and/or attitudes and behaviors pertinent to the technology or occupation and relevant to the professional development of the student. This course was designed to be repeated multiple times to improve student proficiency. COURSE OBJECTIVE This course is designed to provide training on reacting to incident requests from users by troubleshooting and repairing end user problems with applications running on Microsoft Windows XP Professional and Windows XP Home Edition. GOALS Students will learn: • How to troubleshoot problems with Microsoft MS-DOS based, Microsoft Win32, and Microsoft Win16 applications. • Assist customers in customizing and configuring Internet Explorer, Microsoft Office Outlook, Microsoft Office, and Microsoft Outlook Express. • To respond to issues that may occur with MS applications. LEARNING OUTCOMES Students will demonstrate mastery of these objectives by successfully completing all hands-on, in-class labs that are specific to each unit goal. Students will be able to: • Explain the role of the Desktop Support Technician (DST) in desktop application support, the Windows XP system architecture in relation to application and operating system compatibility, and how application installation affects the computer and user settings. • Troubleshoot issues related to desktop application support. • Troubleshoot issues related to Internet Explorer. • Troubleshoot issues related to Outlook. • Troubleshoot issues related to Office. • Troubleshoot issues related to Outlook Express. PREREQUISITE Before attending this course, students must have: • Attended Course 2261: Supporting Users Running Microsoft Windows Desktop Operating Systems.-3- Revised 4/24/07 • Experience using Microsoft Office as a general user. • Experience using a Microsoft Windows operating system such as Microsoft Windows XP. • Or equivalent knowledge. REQUIRED TEXTBOOK The provided student kit includes a comprehensive workbook and other necessary materials for this workshop. COURSE REQUIREMENTS AND EXPECTATIONS This is a 16-hour instructor guided course. Student will complete hands-on, in-class assignments. ATTENDANCE To fully benefit from the class, students are expected to attend all classes. REQUIREMENTS FOR COURSE COMPLETION CERTIFICATE To receive a Certificate of Completion and be awarded Continuing Education Units, students must meet the following requirements: • Attend at least 80% of scheduled class time • Complete the course lab demonstrating 80% mastery of course concepts or equivalent skills demonstration to instructor. OPPORTUNITIES FOR STUDENT-FACULTY INTERACTION Students are encouraged to ask questions and request clarification or guidance as needed during class. A question and answer period is always provided. OPPORTUNITIES FOR CAREER EXPLORATION Topics relevant to future employment and career exploration opportunities will be presented to the students, including certification and degree prospects. OPPORTUNITIES FOR SUPPLEMENTAL INSTRUCTION Students are informed of instructional aids and resources, including books, other publications, and web sites relevant to the course. SPEAKER FORUM At the discretion of the instructor, speakers may be invited to address the class on pertinent topics. CELL PHONES AND PAGERS Cell phones and pagers can be disruptive during class. Please turn these devices off or set to mute while in the classroom or student lab.-4- Revised 4/24/07 WITHDRAWAL AND REFUND POLICY Please refer to your schedule for withdrawal and refund policy. DISABILITY SERVICES Any student with a documented disability (e.g. physical, learning, psychiatric, vision, hearing, etc.) who needs to arrange reasonable accommodations must contact the Disability Services Office at the respective college at the beginning of each semester. Faculty is authorized to provide only the accommodations requested by the Disability Support Services Office. The Southwest College Disability Services Office phone number is 713-718-7909. COURSE CONTENT Module 1: Introduction to Supporting Users Running Applications on Windows XP Module 2: Troubleshooting Desktop Application Support Issues Module 3: Troubleshooting Issues Related to Internet Explorer Module 4: Troubleshooting Issues Related to Outlook Module 5: Troubleshooting Issues Related to Office Module 6: Troubleshooting Issues Related to Outlook Express STUDENT ASSESSMENT This course helps the student prepare for Microsoft Certification exam 70-272: Supporting Users and Troubleshooting Desktop Applications on a Microsoft Windows XP Operating System. Certification Track: