ComputerCavalry: IT Help Desk Training for IT Professionals! | Computer Cavalry | Skillshare

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ComputerCavalry: IT Help Desk Training for IT Professionals!

teacher avatar Computer Cavalry, Join The Cavalry!

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Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

10 Lessons (1h 24m)
    • 1. ComputerCavalry: Gain Experience

    • 2. Introduction to the IT Help Desk

    • 3. How to properly Trouble Shoot PC Issues

    • 4. Screen Sharing with Team-viewer and

    • 5. Active Directory Users and Computers demonstrated and explained

    • 6. Basic Networking IPCONFIG, PING, PATHPING

    • 7. Introduction to Microsoft Outlook

    • 8. Common Password Locations: Credential Manager

    • 9. Common Password Locations: Google Chrome

    • 10. Common Password Locations: WiFi

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About This Class

ComputerCavalry: Help Desk Training for IT Professionals is a 10 lecture course designed with update to date training for the customer service professional. By enrolling you will be guided and properly trained in topics such as: Troubleshooting, Active Directory, Password Management and Basic Networking.

You will learn how to respond to common help desk related issues with great customer service, critical thinking, remote support, and proper troubleshooting to resolve many IT related issues.

In this course we will be covering the beginning steps to the IT Industry!

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Computer Cavalry

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ComputerCavalry is a leader in online computer related education to over 17,000+ students and consumer electronics.


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1. ComputerCavalry: Gain Experience: So you took the class. You've got the certification. You might even have the degree. But you're missing one thing, and that one thing is our problem. A computer cavalry. We aim to not only provide experience for the home uses, but for the tech professionals of the I T. Industry as well. In this course, we're going to be discussing and providing experience for the I t. Helped us in the following topics. Troubleshooting, screen sharing, active directory, password locations and the Internet. 2. Introduction to the IT Help Desk: in this section, we're going to discuss what it takes to be successful on the help desk or service desk in the I T industry. Follow along with me as we discuss four different categories that each technician needs to know the four categories that we're going to look at or as follows. We want to discuss good practices, bad practices, troubleshooting and points to remember. Let's go ahead and start off with good practices by a technician on the help desk slash service. This and this is for any company pretty much any company you contact. Whether it's a cable company, oil and gas manufacturing doesn't matter. The help desk position is practically the forefront and representing I t. When anyone in your company has the issue, they call the help desk. Hey, Ma lik is an opening or I'm trying to save his email and it's not going out or I need something recovered or any. My password reset. The help desk is going to be the forefront of the I T industry, so this is why it's important that we discussed these four topics. Like I said, we're going to start off with good practices now, regardless of your industry as stated before manufacturing oil and gas retail different things like that. Most companies have a policy for anyone and on help desk before they close the ticket. Now this policy pretty much is as follows. You have to attempt to contact the user of multiple times before you can close the ticket so that multiple contact attempt could be multiple emails. A voicemail you run into him at the zoo parking garage doesn't matter. As long as you've tried to contact the user at least three times, then you should be covered. Like I said, it could be two emails and one voicemail to phone calls and one email Different things like that. But it's always a good practice to try to contact the use of multiple times. Most of the time, users will put in a ticket stating that they have an issue, and then it would be extremely hard to get in contact with them again. Attempting to contact the using multiple times will cover you on the help desk stating that you've done your job. Basically, you try to reach back out in various different ways, and you're not getting any response back now the second best practice. If you're on the help, this is to focus on what you can provide the user now. Sometimes when we use it calls and it's over a ticket that's been sitting in the queue for , Let's just say, two weeks and they haven't heard anything back or they keep getting transferred from department to department things like that. It's good to kind of put it into that. You don't want to keep sending the use around and these hula hoops or making excuses and things like that because you don't want to build that reputation as a technician in the I T industry, your reputation will follow you depending on no matter what industry you go into. They don't have that many people in the I T industry. So chances are you may run across various people as they progress in the I T industry. And so you want to be protective over your reputation, like I see it versus constantly discussing what other departments did in different situations for the user. Of course, you want to let the user event, but focus on what you can provide them now. They will greatly greatly appreciate that third point is to explain to them what you're about to do. A lot of times so consciously, I've seen technicians kind of just automatically go in and fix the problem, and then they'll get a complaint and the technician will get mad and say, Hey, I fix the problem where they met. Well, it's all about perception. If if my apartment is dirty and I hire a maid to clean my apartment and I come home and my watch is missing even though the maid clean the apartment, I'm gonna think she stole it. But if the May tells me while she's cleaning that, Hey, I'm going to place your watch in the drawer. I noticed you left it out. This is where it is when I come home. Now, I confined it. I'm not gonna panic. I'm not going to lead a very view. Whenever you're assisting someone, let them know what you're going to do. Hey, I need to recreate your profile. Outlook. I'm going to back up your PSC's. Hey, I need to reset your Google Chrome Web browser. This is going to delete your history. It's always the best practice to verbally tell the user what you're going to do so they can brace themselves. Or perhaps, is something important that they don't want you to tamper with, so you'll know to avoid that. Our fourth point always informed the user off what you see now. Why would this be important? There's been situations I've seen in the past with PST files. Sometimes users create multiple PST files, and, um, to them they may have 4567 PST is mapped in outlook. Their perception is that they have that many PS teas. But actually, when you sort of go in and try to expand the PST, it'll say, Oh, it can't be found. It can't be found is very important to let the user know that Because let's just say you're migrating a user from one system to another or you're trying to troubleshoot different issues and outlook. It's good to like I said, inform the user of what you see. Hey, I see that you only actually have one PST file. I'm going to go ahead and remove these other imitation files, or or mapping attempts in outlook so that where your outlook can run faster in just in example, like that we inform the user what we saw, and we explained about what we're going to do, and we're focusing on what we're going to provide now. That's how you gain a great user experience from a Nen user. Now all of this means nothing if you do not do our very last point, which is update the ticket. If you don't update your tickets and the help desk service, desk position or any position in I t. It's almost like your work never took place. There's no proof it's your word against theirs if you explain to the use of which you're about to do, update that in a ticket. If you're going to inform that if you just inform them of what you saw, update that in a ticket. If you ran into the user at the zoo on the weekend and you've let them express to you the different issues they have been having all week and you say I'm going to get with you Monday, Monday morning. Make sure you put that conversation in the ticket. Contacted user over the weekend, User stated that Outlook constantly crashes when he opens, will troubleshoot issue when uses available date, and time always updates your tickets. I can't stress that enough. Now that we looked at five different ways that you can implement good practices on the service desk, we're going to look at a few bad practices that I've seen that have been implemented on the helped US serves disposition. Now our very first point. I've seen this at multiple companies. Even when lets you say you contact your cable company or phone company is very common for the person on the phone to treat you as if they're never going to see you in person like your disposable like, Oh, I'm sorry this happened to you, but I'm going to lunch because they know they're probably 500 miles away from you. You're never going to reach them, so the level of care isn't there. But in the corporate environment, the users will run into you. And like I stated in the last section, your reputation will begin to follow you. And you don't want that to happen, so you'd never want to treat uses as if you're never going to see them in person like they're disposable. Our second practices pretty a simple one, but a kind of provides a better user experience you don't want. Even though you're working on fixing the user issue, try not to allow complete silence on the phone. Um, if you do place them on hold, let them know. Hey, this is gonna take a while. I'm going to place you on a brief hold. Would you please? I'll inform you. Give me about 10 minutes. Majority of time, they'll say Okay, But when it's usually just dead, silence on the phone user isn't really having a great experience. And the reason why I'm explaining this is because the users may not explain this to you, but majority of times when you close the ticket, they're sent a survey and the survey will say, How has your experience of it? Now your reputation with your supervisor manager begins to stack up. So one of the fundamental parts of being on the help desk service desk is about the experience of the user, and you always want to explain the current status step by step. If you're going to place to user on hold, you can place him on whole come back in, may be five minutes and say, Hey, I'm still working on the issue. I'll be back soon. Majority of time, they'll say. Okay, 10 minutes may go by again. Come back and explain the user. Hey, I'm still working on it. I'm just a B and C is going on and we're trying to fix A B and C. It's all about the user experience. Third point, which is a very, very bad practice. This will kind of get you in trouble very soon. Is closing tickets unresolved now in the first section we discuss, and a good practice is to attempt to contact the use of multiple times, which is fine. If you've contacted the user multiple times and you documented it, majority of companies will say it's fine to go ahead and close the ticket, even though the issue haven't been resolved because you I attempted to contact the user. But you don't want to just close tickets unresolved because you're trying to increase your ticket count or beat someone else on the service deaths out of tickets or things like that , because the users will get extremely angry at that in. Next thing you know, your manager directors get involved. Why is this being closed? different things like that. So that's one of the MAWR major bad practices that I've seen implemented in the help disposition. Now our last point is something that's starting to become more frequent in the I T industry . When I first got any industry, I've been in I t industry for about 10 years now. 10 or more? Um, when I first got in the I T industry, you couldn't escalate any ticket to any department without details. You had to state everything that you've tried, use a contacted and said Outlook. It's freezing, attempted repair, attempted to unmapped PST files and reopen Outlook attempted to restore to a previous dating time. Different things like that. Then it was okay to escalate the ticket to maybe the server team or the network team or a desktop support. But you always never escalate a ticket without details, something that, like I said, is becoming more and more common practice. But this isn't something that we're going to practice now. We're going to dive into trouble shooting, as stated in before this help Destin service. This is the forefront of the I T department, so troubleshooting skills is going to be very important now when the user calls. If they're just complaining, I won't say complaining. But venting about their past issues, it's kind of easy to start may be dangerous if you if you're not really interested in what they're stating or it's early in the morning or it's 30 minutes before you come home. So it's very important to understand the why. Why is the user calling? Sometimes a user can say, Hey, I put this ticket in and my outlook is still freezing. This has happened. I've been transferred, This is going on A, B and C. But why exactly, or only calling? Do they want their issue fix right then and now? Do they want to speak to someone above you? We have to figure out exactly why they're calling. That's going to be the first point of troubleshooting. Always figure out the why. No, the second point is very important. All you always wanted extra user when did this begin? Because that's going to tell you a lot about the situation. If it happened two weeks ago when the server crash. Okay, now we know we have a time stamp. You want to build a time stamp when it comes to troubleshooting. When did this issue begin? Users say. As it began two weeks ago, two weeks ago, you remember the server team sent out an email saying, Hey, exchanges down. If you guys run into any issues, let us know. Or, UM, two weeks ago, someone sent them an email and a double clicked it. And now the system has been running weird ever since. Now, you know MAWR details, and you can troubleshoot a lot better. It's all about details now. Another point is not to incriminate, but you want to inquire. If you notice that every time a certain user prince of file, um, the system hangs or no one else can print, you don't. It's not really good practice to confront the user and say, Hey, are you the one doing this? Because majority of time you can easily find out who's causing a print jam or who's trying to print 500 pages by accident. But it's always good to inquire. Don't incriminate enquiring, meaning once you find out what exactly is going on, offer the user guidance. Let's just say it's Betty from accounting, and every time she tries to print She's in the habit of double clicking everything. So every time she hits print, she double clicks it or this or whatever. If you just come straight out and ask her, Are you the one causing these print problems? He's going to get defensive until, you know, But if you ask her, Hey, I've noticed that a lot of printing is going on, um, from your department and I see that your name kind of popped up on a few of the print jobs . It seems like it's a lot of documents that came out. How would you feel about if, you know, I kind of walk you through different ways that you can accomplish this printing in a more successful weight? Now you have the users trust. Now they're not so afraid to say yes, it's been me. I'm sorry. I just don't want to look stupid, so I haven't asked. Like I said, it's all about the user experience, and you always want to get permission from the user. You always want to get permission whether it's mapping a printer, offering guidance to the user, telling them in the beginning, as in good practice, telling them which are about to do different things like that. Um, if it's okay to delete certain files, if it's okay to view certain e mails, you always want to verbally or written Lee get permission from the user in a lot of these practices or in place to protect you, because if something gets deleted, anyone can say I never granted you access to do this. This wasn't your concern. Now you've cause more problems than you've tried to fix, and you never want to eliminate options for the user. Sometimes when users call with an issue, you don't want to just say, I'm sorry, can't fix that or no, there's no way we can just go ahead and do what you're asking. You never want to eliminate options. You can be honest and say, I'm sorry. I'm not familiar with that. But I'm going to look into it, and I'm also going to get another team involved. You don't want to create road blocks or speed bumps for the user. Eliminating options tend to calls a lot of frustration because they're relying on you. You know more than them about technology, the same way a mechanic may know more about cars than you or a chef knows more about cooking food than you. So it's always a good practice in troubleshooting not to eliminate options both for the user and for yourself. Now, what are the good points we can take from this? Well, our first good point is Don't lie or guarantee. Just explain. You don't want to lie to the user and say, Oh, yeah, we fix that. And you know, this happened A, B and C happen because chances are the truth is going to come out in I t industry. You can't really lie or you can't guarantee anything. Sometimes a user may ask you that flat out. So you're saying after this, everything is gonna work. You can say to the best of my knowledge is going to work or it should work. The reason being is because you're not responsible for technology. Technology is just a tool you're not responsible for. If you fix an issue and then use it goes home and download another virus. Now they're saying that you guarantee that this issue would be fixed. You just want to explain to the user what's been done, what you can do and what they can do to avoid the issue in the future. Now, that brings up a good point for our second thing we can take away from this. You are not a magician. You're a technician. You're not a magician. You're a technician. We don't perform magic to the user. I'm pretty sure it looks like magic because they're not exactly tech savvy. But it's important to never adapt that mentality. Of course, you want to be proud of the good work that you do, but getting big headed in the I t industry only last about who knows, maybe 20 seconds, because there's always going to be another issue. So the last person you can be Superman and the next person you can be the villain. So s stated. It's not magic. You're just a technician. We all are. So if you keep that in mind, you notice a very smooth pattern of successful repairs. Now, last point is very important, especially when it comes to other departments. It's important to keep in mind everything that we discuss here today for this point. Every conversation is an interview. And I'm going to see why I learned this when I was on service this. And then I got promoted to desktop. And then I got promoted to senior system administrator. And then I got promoted to server administrator. I realize this from one of my managers stating that every conversation is an interview. If you build a reputation of closing your tickets successfully with resolutions, I'm walking the users through the your experience, leaving out all the bad practices, the best ways to troubleshoot. A lot of people will start to notice this. So when they come to ask you Hey, how did you fix this issue, or what did the user mean by this? Now you're gonna have that reputation that can get you promoted because every conversation becomes an interview, Meaning you're building a reputation of success. Everyone is going to know how smart you are, how good you are a troubleshooting that best practices you implement that will carry you very far in the I T industry. I hope you guys enjoy this course. I will see you again in the next one 3. How to properly Trouble Shoot PC Issues: in this section will be discussing troubleshooting. What is troubleshooting? What are the three p's of troubleshooting, and how can we implement the three p's of troubleshooting until our everyday life? Let's go ahead and start off. Would a look at our Dr Board so question one? What is troubleshooting trouble shooting is the tracing in collecting of faults in a mechanical or electrical system, troubleshooting to someone in 90. Ca NBI The logical thought process of eliminating potential problems. Um, in any given system, no past that. Let's move on to a system that we can implement in our everyday life to help assist with troubleshooting the three piece. These are the three p's of troubleshooting. We have a product, a picture and the possibilities. The very first port of trouble shooting is the product. You have to know the product. You have to be familiarized enough with the product to know what or the functions and the faults of that product to the picture that's being painted for you. The situation. Let's just say you have a situation, and when someone says my PC every time I turned it on and boots slow. Well, one we know the product. It's a PC, and to the picture that's being painted is that it boots up slowly. It's very important to keep in mind the picture that's being painted so it can help you to visualize what the solution, maybe and naturally, that will take you down a path of possibilities. Let's see an example of the three peas in a situation. This statement user is having an issue with the wireless smells that randomly stops working . So Step one, What's our product? Obviously, it's the wireless mouse. Now that that's identify, what's our picture? What's being painted force? Well, we know that the most randomly stops working, and at this point you can almost feel your body naturally, starting to conclude different situations. We noted. We have a wireless mouse, and we know that the wireless mouse stops working. Naturally, you feel your body bringing you down what I call the path of possibilities. What are the features of this mouse? Well, since his wireless, we know that it runs on batteries and what's meant by it randomly stops working. Maybe it's freezing on the screen. So is it a PC problem, or is it indeed a wireless problem? or the batteries themselves. So, as you can see, good troubleshooting will allow you to implement sort of a process of elimination. But always keep in mind the three p's the product, the picture in the possibilities. I hope you guys enjoy this course. I will see you again in the next one. 4. Screen Sharing with Team-viewer and in this section will be discussing screen sharing with Ian User, sometimes in corporate environments is going to be hard for a technician to reach a in user because of maybe where they work or they just on a different floor. Most problems that you're gonna run across in the corporate network is going to be well, can be resolved remotely. So we're going to cover two of the most common a remote access tools that most companies used today, which is going to be team, viewer and joined at me. There's others like Bomb Gar, things like that, that companies are used as well. But these are I've noticed the most implemented and companies. So first, we're going to take a look. A team viewer already have it downloaded here on both systems were going to say that this system on the left is going to be system one, which is by the remote user, and the system on our right out domain controller is gonna be the admin system. So I'm going to open team viewer on both and in the allow remote control section, you'll see an I. D and password. Now we have this on both systems. But because we're trying to access the end user's PC, we want the end users user name and password. So here, we're gonna pretend that we asked to use it to read back the I D that we needed to type in our system. And we got that. Let's do it. 115019 793 Okay. And we're going to come. Ah, select connected partner. Now you need Internet connection for team. Viewer doesn't indicate through that way, so we're gonna wait for it to connect. As you can see, once the system is able to be reached, it's going to prompt for the password. So we're gonna type the password of the end user PC, which is 83 68 We're gonna hit. Log on. As we can see, we now have remote control to the N user PC team. Vera doesn't prompt for using a password for local authentication. It just goes off the user i d and password in the application so we can open folders, weaken, delete files, things like that. So we have remote control, and at the top you'll see a little ball with a few extra things. We can transfer files. Go back. Close this out. I'm sorry. I closed the application. Let's connect one more time on the type the password. 8368 among the most technicians Make that mistake Closing the after the actual window. So we see we have files and extras and here you can access remote printing on Take screenshots. Start recording this session or we can even transfer files under communicate we can switch partners, things like that. We have a chat video under view. We can change the scaling, even the quality of our connection. We can adjust weaken, just screen resolution. We can hide the wallpaper. So, um and so on and so on. Like under actions, we can open command prompt get information from the system. We can even reboot the system if necessary. So team here is a very handy a light and simple application used by most systems. Today. The second application we're going to look at is joined at me, and I say joined at me because it's particularly a web browser, uh, screen sharing application. So only user pc already have joined up me open. As you can see, we're going to hit Share our screen, Going to go ahead and log again. But come, we're gonna type password on time. Sorry, Actually need to log in. Go Gonna click Log in now here is verifying that based on your subscription, if your valid or not we see we have a link that we can send out ordinary a one time code Let's generate the one time code. Give it a second. Actually, while that's going, let's go ahead and go to joined at me. The website. Okay, that's loaded. We're gonna go to join Teoh joined me and we see this is the home screen. And here we want to click Join the meeting. And here's the code that we have. The admissions would need to enter this very code at the top. It's 971 892 845 Hit. Join now in this session, it may take a little while because I'm on a small My If I for the network, we're going to give it a second to load just to verify that we can see the screen. There we are. We see on the left. It says the first participant has joined and on right. We can now see the screen now a majority of the things that we found, a team viewer. We also have enjoined at me. We can request mouse control. We can change different settings. We can start a chat, different things like that. So it's good to have a standalone application as well as a Internet primarily drew an application as well to reach our in users. Sort of one step two step, three step approach. If this doesn't work, let's try this. If this doesn't work, let's try this. So these are just a few of the things that you'll run across in the corporate environment. And these are the two most common screenshot applications that I have ran across. I hope you guys enjoyed this course. I will see you again in the next one. 5. Active Directory Users and Computers demonstrated and explained: in this section will be covering active directory and in the following sub categories. Domain junior user accounts, password. Recent policy Unlocking and disabling in Rio Neighboring. What comes? The system on our right will be on domain controller and a system when I left will be a newly image PC for our new user joining the company. But first, we need to join the PC to the domain. So let's do that. I'm going to log in as the local administrator on their system. I'm going to click start right click computer hit properties. We're gonna go to change settings. We're gonna select change, select domain. And we're going to type the domain here that we see on our domain controller, which would be fake. D c dot com cath dot com We're gonna hit. Okay, now here The user name and password that's being asked is the domain administrator password for our server on our right. So let's go ahead and type that we know it's administrator, and I'm going to type the password to authenticate. As we can see, the system won't successfully authenticated and joined the domain. We're going to click, OK, okay, close and we're going to restart the system. We're going to wait for it to come up. Okay, Now that the system is on the domain, we want to create the account for our new user. So let's go ahead and open active directory Now here, an active directory is where we can manage Our newly computers does join to the network our domain controllers, the user accounts, the delegate access, different things like that. Um, I'm going to right click on users, go to New and we want to create a new users. So our new higher is going to be Jim MC Fly. His user name is going to be in this case Hiss last night. You wanna click necks and we want to give him a default password log into the domain with, as most companies have. They provide the users with a default password, and then when they first logged into the system, that password will expire and assistant will ask them to new for a new creative password. And it's all because of this section here using must change password at the next log on. But let's just say we didn't want to do that. We can uncheck it. And let's just say we didn't want to use it to change the password at all. We can select that or we can change that. The password never expires, or we can create the account. But leave the account in disabled status. May with the user doesn't start two weeks from now. But for the moment being, we want to use it to change the password and next long on, we're going to click next and finish. So now here we see Jim, Let's take a look at Jim's Properties. We see general information on Jim. He addressed where he lives. Or he works with a branch or location. His account status on a lot of different things. His contact profiles, groups that he's a member off. Let's go ahead and add Jim to the domain user accounts or excess group going to click. OK, apply And okay, so now Jim can successfully log onto the network. Let's do that. We're going to simulate our control. Delete. We're going to switch user and we know his user name was his last name. Make fly, and we're going to guide him toe type in his default user name while password that he was provided with going to hit in her. And as we can see, Windows states that the U the password must be changed for the first time. For the user to log in, we're going to click, OK, and now here is where Jim or whatever user that's first logging onto the network can type their custom password for them to log on to. We're going to change it and hit, Enter and OK, so now the user will be able to log on to the computer, and they successfully joined the domain. Now, at this point, the user has access to whatever information or security that he has been permitted with. Whether it's scan drives. Ah, company shared drives different things like that. As you can see the user log on successfully. Now that we created the user account and we log on is the user. Let's go ahead and simulate resetting the user's password. I'm gonna log him out, and I'm going to go back to active directory, right click on his name and select reset password. Now here, I'm going to set it back to the default. Let's just say Jim called multiple times saying hey, has a bad habit of remembering his password or he's trying to log in multiple times and is account keeps getting locked. He can't quite remember. And we just want to reset his password. We can go in and set it back to the default or whatever password you want to set it to. We're gonna select the box using must change password and next log in and hit. OK, sorry. Change it one more time. Here we go. So now, at this point, you can tell Jim to go ahead and log in. But now you're going to provide Jim with the password that you just set an active directory and you can see it's prompting him to change his password. We're going to give him a new password and hit Enter. And now the system has changed his password. Now the next section that we're going to cover its unlocking a user account with in any position to 90 that's going to be fundamental to majority of the calls that you answer. There's no way around that. So we have to cover how to not well, not on Lee how to unlock a user account, but what dictates the user account getting locked in the first place. Well, let's go back over to our domain controller. We're going to click Start, and we're going to type group policy. We're going to select route policy and we're going to go to default. Domain policy. Right click hit edit. We're going to go down to preferences, Windows settings. Maybe I'm at the wrong place. Window settings. Let's see one second security settings and we're gonna go down to action policies and we're going to right click on password policies and open Now. Here we have different selections. We see the past weekend enforce password history, the maximum password, age minimum password, age, the length, the characters, things like that. But we want to go to account lockout policy, and we want to go to account Lockout threshold, right click and properties. Now, as you can see here, it says the account will lock out after three invalid log on attempts. So basically here within group policy, weaken set this number to be 50 or 10 or whatever we want, but majority of companies that or in existence today pretty much the fundamentals are three times, so we're going to hit Apply and OK, so now let's have Jim log off. So now we're going to simulate Jim getting locked out. We're going to do our control. Delete. We see Jim tries. Once Jim tries twice, Jim tries three times. As you can see, Jim is currently locked out. Now let's take a look at active directory and see what changes we're gonna open. Active directory. We're going to right click on Jim's name, Go to Properties account. And, as you can see, active director reports to us that his account is currently locked out. So we're gonna unlock Jim and apply. And OK, so now we go ahead and tell Jim to go ahead and log in with his same password that he said and hit. Enter. As you can see, Jim can now successfully log in. Now, in our last section, we're going to cover disabling and re enabling accounts. Let's go ahead and have Jim log off. We're going to go to his account properties. His account, his address. Sorry, actually, we can just right click on his name and hit disable account. So now we see that active directory has successfully disabled Jim's account. So Jim Let's just say Jim was terminated and you got the note. Is your on the security team or whatever Team handles terminations now, Jim Success. Jim's account has successfully been disabled, So let's just say, hey goes home and he's very angry And he says, I'm gonna delete all the information from the company When Jim tries to authenticate against the network. Hey, Can still type is user name, but when he tries to type his default password, he's going to get the following message. Oh, sorry. Log off one more time. Sometimes the we're going to hit Disable count. Go back, Try it one more time, Jim Law again. And as you can see, his system reports that his account has been disabled. Now, these are the very basis of active directory that every IittIe technician needs to know. I'm sorry if I sound a little muffled. I'm in a hotel in going through the whole Hurricane Harvey situation in Houston. But I hope you guys enjoyed this course for the fundamentals and basics of active directory users and computers. E 6. Basic Networking IPCONFIG, PING, PATHPING: thing in this section will be discussing basic network config Ping, let's begin with the command. I p config I p config is a networking command found in windows that you can use to find out What's the local address of your PC Now what do I mean by local address? Let's take, for example, three homes. All three of these homes look exactly the same. They're all on the same street. Although these homes may be beautiful, the complication becomes identification. How can your home identify itself apart from another home on the same network? How does the mailman know which mail goes to which home? How do your relatives know how to find you on the street? We'll all homes have one thing in common. They have to have addresses to identify themselves. In this example, we have 1902 1903 1904 Now we know that your friend lives at 1904 and your neighbors live at 1902 in 1903 This fundamentally is the same as something that your computer uses to identify itself on the network or over the Internet. It uses something called an I P. address this I p address is your computer's identifying address over the Internet. It's how information knows where it came from, where it's going, how certain Web browsers know who you are, how they identify themselves, things like that. Let's take an example off the command I p config to start our discussion, I'm going to go on Windows, Click, start and type cmd going to select that. Let's change the color so we can read it a little better. Now here, I'm gonna type the command I p conflict and hidden. Now we see we get a lot of different information from this command. But under Ethernet adaptor local area connection, we're looking for the I P Before address. We see that it says 19 to 1 60 0154 This is the address of this PC on this domain. Now, why is this important? Well, let's take a stab at maybe troubleshooting some issues for user. So we're going to say the system will not left is the user's computer and a system on the right. It's going to be our computer. The computer that the technician is using Type CMD and open just one day before and I'm going to type I p conf IQ. Make sure that we haven't address on network and we're set. So now over here, we know both systems are on the network. Now, let's take a look at a second command that we can use called Ping. Now Ping is a networking command pink in, basically, find out whether the system is connected to the network or not. Now, combining I p config in ping were start to getting to very basic troubleshooting. Let's look at an example. So that stated before we're going to see our system or not left is I use a computer and a system on our right is our computer. So we want to see if this system is reachable on the network. So I'm going to come to a system owner right and typing, and I'm gonna type the I p before address 19 to 168 0.0 dot 154 I'm sorry I did that wrong . 192 1680 That 154 and we go and I'm going to hit in. As you can see, we're getting replies. Under statistics, we see packets sent was four and asked. That system received all four packets. Therefore it had a 0% loss. It has 100% connectivity to the network. No. Sometimes you'll get an individual saying, Hey, I'm not getting emails. Hey, I can access certain websites, things like that. One of your first troubleshooting steps would be to see if you can ping the system on the network because then you know that it has network connectivity or not. So let's just see how system on. All right, is the user calling saying that they can't access the Internet. So I'm gonna doing, going disabled the Internet. Ah, the nick. Now we know the system doesn't have Internet. So now we're simulating us a user that can't access the Internet. So one way we can identify, we can ping it, want typing and, as stated before, I'm going to type the I p address 19 to 168 line 68 0154 and hit it. Now, as we can see in comparison to our previous report when weeping first, when we first ping the system, we actually got replies back. So we know the system was reachable. But on the bottom system, we're seeing that the destination hosts was unreachable. So now we know that the system is having connectivity issues. So let's go ahead and go back to the system. We're going to re enable the network. Now let's try to ping our system one last time, typing 19 to 1680 about 154 As you can see, we are getting replies now, saying we have a 0% loss and the system is back online. As I said, very basic troubleshooting. Now, one of the last thing that we're gonna look at its path. The pain. Now this is a little more advance. We tend to use this in Sir Bradman rolls or system admin roles, even desktop to kind of see not only if a system is reachable but also how long it may take in between systems to reach a certain destination. And that's good for troubleshooting. Let's go in and take a look at the command path pain. I'm going to hit start type CMD going to change the color and we're going to type P a T h p A in Gene and we're going to use a very basic website. For example, let's try yahoo dot com stretched it with a little more, and we're going to hit in. No, as you may see in this example, you see at the bottom something that says Maximum of hops. Now hop is basically a router. How Maney routers is taking to reach a certain destination. So we see. In the beginning, we were on the domain, think d c dot com calf. After that, we went out to our router, and from there we went out to the Internet. So we have a long, pretty much of all the routers that we had to go through to reach yahoo dot com. But the difference between just typical Ping and Path Ping has stated, is going to report back to us. The amount of packets that's been lost on the Layton see in between hops things like that. Now, the reason why that's very helpful to us will be able to Seymour in detail of where specifically network congestion is or where a network is having problems. We know. Okay, once the user leaves the company, it's not. Our fault is reaching Amazon and the packets of dropping or it's reaching a certain firewall overseas and is dropping. Path paying is very detailed and could help any technician identify certain aspects of troubleshooting. This is going to take quite of a minute, so I'm going to pause the video and come back when it's done, and we are back as stated before Path Ping. The path in command checks the path taken to a desired site. One of the things that I failed to mention and that it uses about 100 packets to test in between hops for individual routers. So let's go ahead and take a look at our results. The main thing that we're concerned about here is lost, sent in the percentage. So as we scroll down, we can see as we start to analyze this data, we have the loss column, the scent column and the percentage that was lost out of those 100 packets. So let's just say a user is saying, Hey, I don't have a problem accessing a certain website, but once I reached that website, things tend to load slowly or things like that so we can go in and use the command path. Ping toe, analyze and see what's going on. So we know in this command we tried to get the yahoo dot com. Let's see some of the things we, uh, got back in this report. So we're going to look at our routers. We have our domain, we have our default gateway, which is our Internet. And we're going to go down things like you'll see 1% which means out of 100 which is gonna be one packet loss, 2% 2 packets for four things like that. Some of the things that concerning to us is the 99 percentile packet loss. That means out of 100 packets. 99 failed, which isn't a good thing. So we know within our route to reach down who dot com We have about three gateways that report a 99% loss of data, and chances are if you notice after those specific gateways, other packets tend to increase the amount of data that is dropping as well. So we know in this example when we go down to the 99% loss and we start looking at the percentage loss after it reached this particular router, 2%. 4% and it went up. So we know this router here is tending having a certain type of problem. Also, we go down to our 3rd 99% We see that it also goes up. One packet was lost than four, packaged in three, packaged in four packets. So we see in our route to get to yahoo dot com, we can see what particular router or gateway is dropping traffic and possibly slowing connectivity for our uses. I hope you guys enjoy this course as I stayed it. This introduction to very basic networking we covered I p config Ping in path pain. I will see you guys in the next course. 7. Introduction to Microsoft Outlook: in this section will be covering Microsoft Outlook 2013. As a nightie technician, it is our job to be as familiar with Microsoft Outlook as possible. Or we will be covering six new items in this section or categories as stated before we will be examining and Microsoft all of 2013 and let's go ahead and begin. I want to open it up. As you can see, I have it set up for my Gmail account, which is pretty easy to do as stated before, the section that we're going to cover is under the home tab. New items. The majority of people believe that Microsoft outlook initially when they hear the name they think of email but actually contains a lot of helpful things that we can use for home and for business. So I'm going to select the drop down. I'm going to select email message. All this does basically is prompt you for a window to set up to send a new email. Pretty self explanatory, you can search a particular address book your contacts. Um, you can check for certain names. You can attach a file and also add a signature. And there's also so categories is. This is well for insert different options, text formatting and review. The next one we're going to look at is setting up new appointments Now in the appointment section, you can add a subject, a location. Let's just say, uh, Office 212 start time and in time. So let's just say I wanted to set this for tomorrow at Let's just say 8 a.m. And I can also extend the Ende or make it the same day. Let's make it the same day the same day, and we can change how long it is and automatically counts. Um, the time that your meeting is going to be used, we can set this for an all day event. Look at different scheduling. We can also invite attendees to this meeting. This is the whole purpose of how we can set disappointment up. We can set up a reminder every 15 minutes or no reminder. And also we can have this meeting re occurring here and a particular time whenever we set. So that's setting up an appointment in Microsoft Outlook. The next one we're going to look at is a meeting now. The main difference between just an appointment in a meeting, especially in the corporate environment. Some corporate environments will allow you when you set up a meeting to browse to certain rooms in the building that's available. An appointment is pretty much just a reminder, or it's kind of free for all. Just saying, Hey, we're going to meet here nothing official about a meeting. Sometimes most companies will have, ah, drop down for different conference rooms. So just as a setting up appointment, we can set up a subject, a location, start and end time and or in all David. And it pretty much has the same meaning, um, settings as setting up in appointment scheduling. You could search for address book Ah, the reminder time and you re occurrence. And that's what you want. Next, we're going to look at context now. Adding a contact and outlook is prettiest, simple and as simple as maybe adding someone to your phone. You can add a full name company job title file, different email addresses, phone numbers and other addresses, physical addresses to find them. We can afford this contact two different people you can save, create a new we get at a meeting to it a call and, like, stated before you concerts The address book on also said this as a follow up. If that's what you wish, or you can set this contact the private that's looking at your different context in Microsoft. Let's go and look at a different section Gonna hit the drop down and I'm gonna look at Tass Now in task this is set up for you you being the in use and maybe you have to go fix the laptop at a certain date in time. Ah, a certain director wanted to set up a meeting with you for you to teach him how to use his phone. Different things. The this section has stated before it is for you so we can create a subject. Um, clean my house start date in date. The different progress that I've made on this particular, um section and I can also add details to this, so I can know. Okay, I did this on this day, and I did this on another day or different mileage. Whatever you wish to add, you can mark this as complete a sign this particular test that someone else or just send a status report on this task to someone which is pretty handy. You can also set up beds recurring. Now, the last section we're gonna look at is the outlook data files, outlook data files or PS teas is a basically a storage that you can use in your particular , um, email. Just think for an example. In corporate environments, majority of users has a mailbox limit that they reach. Maybe 100 makes 200 millions 500. Make something like that your outlook data files or like little containers that's attached to your Microsoft Outlook software. And you can store your emails in these outlook data files or PS teas to save space. Once your mailbox science starts toe reaches capacity, Let's take a look at the outlet data files. I'm going to add it to maybe my documents folder, and I'm going to name it Corey's PST. I was trying to think of something witty, so I'm going to be OK now. As you can see, it's attached to my Microsoft Outlook, and from here I can drag e mails over. I can set up different rules to, um to automatically filter emails into this section as stated before your outlook. Data files are just like your, um, sort of like little containers that has been added to your outlook to help you save space, especially in corporate environments where space is, um, limited. I hope you guys enjoyed this section. I will see you again in the next one. 8. Common Password Locations: Credential Manager: today, we're going to be discussing passwords. Windows Credential Manager Windows comes pre installed with an application that stores your user name and password for common websites that you visit. This is Windows credential manager. Now how can this be as a benefit? Well, it's a major benefit in the fact of you don't have to type in your user name and password to every website that you come and visit. But a huge disadvantage is that your passwords are stored locally on your computer. Let's go ahead and take a look at Windows credential Manager. I'm going to click, start and type C R E D. And I'm going to select credential manager now here. As you can see, we have to websites the modified date, and we see we can restore the vote back up the vote. But we have different options here. In our previous videos, we covered Visiting toys arrest dot com. Now when I click, save in that video for Google Chrome. That also saved my credentials locally, So let's go ahead and click the drop down for Toys R Us. We see we have the website, the user name, even the password stored here on the system. I can click Edit Glenn, remove it or I can remove these credentials altogether. Matter of fact, let's go ahead and do that. I wanna click removed from the vault. It's going to give you a warning saying that this is going to be permanently deleted. Are you sure I'm going to select? Yes. Now, how could this be a great threat to you? Well, as stated before your local passwords being stored here on your computer, there are applications that can decide for this and spit out the apple. Your password in plain text. Another common problem that Windows credential Manager has is in the corporate environment . Sometimes you experience users getting locked out from various locations or just repeated lockouts. Someone may call and say, Well, my PC every time I come in at 10 a.m. Over the past 34 days, my account has beginning locked out. Usually in most situations, Windows Credential Manager is the first application you want to check because in certain applications in the corporate environment such as Microsoft Outlook, your authentication continues to make attempts in the background. So it's good to remove the different credentials that you see stored on the system. That way you will have, um, or clean slate to troubleshoot. Why the users getting locked out? Is it from the PC? Is it from its phone? Does he have outlook on a tablet? That way you can start to narrow down where, particularly the use of maybe getting locked out from. I hope you guys enjoy this video. I will see you again in the next one. 9. Common Password Locations: Google Chrome: today we're going to be discussing passwords specifically the ones located within Google Chrome. We're going to discuss how these passwords that stored can be helpful and also a great threat to your privacy. Let's go ahead and start. I'm going to open Google Chrome and as you can see the page that we're going to start off with his toys arrest dot com. So I'm gonna hidden, Click, sign in and for returning customers. I'm going to place my email and passwords and I'm gonna click. Sign it. Now, as you can see, Google Chrome ask you a very specific question. Estates. Do you want Google Chrome to save your password for this site? Now? Usually I click never, but we're going to go ahead and click Save, But where exactly the group Chrome, Save your information. Let's take a look at the top of your page right next to the bookmark icon. You see three dots. Gwen, select that option didn't scroll down to settings. And once the settings windows appear in Google chrome, you want to scroll down to you see something that resembles passwords are log in. So I'm gonna hit advance scroll down a little more and you can see on the passwords and forms we see manage passwords. I want to click that section. And as we can see the website, the user name and password are all stored in Google Chrome. No, although this may be helpful for a faster log in, we see that this poses a great security risks as well. Maybe this is fine, because this is my computer. But what if this is a shared computer at home? What if this is a public computer in a library? Then not only would your user name and password be stored, but you'll see tons of user names and passwords specifically not just for towards arrest, but maybe Bank of America or your the way you pay your rent online. All of your credentials could be stored here for anyone to access. Well, I'm sure some of you may be saying, Well, obviously, Google Chrome isn't showing my password here. So what's the big deal? What's the threat? Well, let's go ahead and click the three dots on side of password click details. Now you'll see password stealing the diet formation with a little eye icon show password. I'm going to click that option, and I'm going to type my administrator credentials. And as you can see, my password for Toys R us dot com is in plain text. Like I said, of course, no one cares about this. By the time you guys see this video, this password is already going to be changed. But like I stated before, if this is your banking information, your Yahoo account, your Gmail account, things like that anyone will be with you accessed is particularly if they have the administrator password or if their log in as an administrator, they probably won't get the problem like I did for the password to see this. It'll be just in plain text now. What I recommend is removing this information. I'm going to click finish. I want to click three doubts Again and hit. Remove, as you can see now the passwords and no longer store. This is some very basic maintenance that needs to be kind of carried out at least once a month. You don't want your passwords to just be stored wherever you go, you want to make sure no one will have access to them on any Web browser. I hope you guys enjoy its course. I will see you again in the next one 10. Common Password Locations: WiFi: today we're going to be discussing Windows, Passwords. WiFi. Now, in order for you to connect to your WiFi network, phase one is going to be basically typing in your user name and password. Your system authenticates and you're connected to WiFi, and now you can browse the Internet. But where exactly does your system store your password so that when you reconnect to your system, it automatically knows Hey, this guy was here before. He's fine. Well, let's take a look at a place where we can not only see our WiFi access points, but also the credentials that was harvested. Now I'm running this on my Windows 10 box because I want to do WiFi, so I'm going to click, start and type C M d. I'm going to right click and shoes run as administrator, I'm gonna take this command net S h w land. So profiles and hit enter here. You can see every wireless access point that I ever connected to or authenticated against. Let's go ahead and take a look and choose one of these profiles and see the access key that was used to connect. I'm going to select Let's go with Red Robin. So first I need to select that profile through net as h w Land Show profile flotation Mark and the excess point name Keen equals clear. Now, basically, what I'm telling the system is to report back to me the access key that was used to connect to this particular wireless access point in plain text. And I'm going to hit in it. As you can see, we have the s s I d which was the access point that we connected to. But we also have the password of that wireless access point that we connected to. Now, this may not seem like a concern to you, but basically, if someone were to get on your system or you were to download unless you say malicious tool , it could extract this information. And someone could basically be using your wireless access point for free. So what can we do? Well, one of the things we can do is we can actually delete this access point. So let's do that. I want to take net s h w land delete profile quotation, and I'm going to do read robin and hit Enter. As you can see, the system states that the red Robin profile has been deleted. Let's go ahead and take another look at our access points to make sure I want to hit the upper air once, twice, three times. That way, I can see all profiles again and, as you can see, is gone. So this was a very simple way that you can manage the access points that you connect to. That way it's not stored locally on your system, and someone could just extracted. I hope you guys enjoyed this course. I will see you again in the next one.